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How do you maintain a steady flow of active patients? How you do define active and inactive patients? What bar are you setting for your patients for them to fully take ownership of their own care? Dr. Pete and Dr. Stephen continue their series of discussions on the four domains of your practice by delving into retention. They discuss the importance of having integrity and setting standards for their patients. They identify key retention metrics that can yield greater success for your practice, such as patient visit average, net momentum, and stick rate. Ultimately, the best chiropractic work is done over time, when patients are serious and consistent about their care and actively take on the recommendations of their doctors.
00:37 – Dr. Pete and Dr. Stephen introduce today’s topic, Retention
06:32 – Defining metrics such as PVA, or patient visit average
11:19 – The definition of an ‘active patient’
15:15 – The importance of tracking and measuring compliance as a key performance indictor
18:50 – Establishing a bar of compliance for patients
20:57 – Other retention statistics to keep in mind
EPISODE QUOTES
“Retention is the ultimate win-win-win.” (03:01)
“Having a remarkable retention practice is the highest integrity thing you can do.” (05:09)
“The average person that started care with us stayed for over three hundred visits during their lifetime. Think about that – not twelve – three hundred. So we’re doing something right.” (10:38)
“A person who goes inactive is simply somebody who has decided to not follow your recommendations for care. Make this black and white guys because remember, you’re a CEO and you have a team of people. You cannot leave room for interpretation. This is a black and white number.” (13:03)
“What retention is is the ability to identify where in the process do people stop being committed to what they have agreed to – to what the expectations are that have been laid out – where does that happen?” (17:51)
“Remember gang, it’s so critically important that we own these numbers, that we as the doctor, as the owner, as the CEO, we have visibility into these numbers.” (22:44)
LINKS MENTIONED
Dr. Stephen’s Book – The Remarkable Practice: The Definitive Guide to Build a Thriving Chiropractic Business
