A hinge is a small piece of metal that uses leverage and physics to move something much bigger than itself…a door. No, this blog isn’t about home or office repairs. This blog is about the huge impact minor changes can make in your practice.
Here’s a specific example: Years ago I worked in a high-end wellness-oriented chiropractic practice. Our ideal patients were those who were healthy and wanted to be healthier. We couldn’t understand why, given the office environment and energy, patients often returned to the pain conversation. Then we removed one phrase from our vocabulary. That phrase was “How’re you feeling today?”
The focus of our care was on restoring proper function to the body…not on chasing symptoms. However, by asking that one question, it reinforced for people that how their bodies felt was more important than how they functioned. (This directly contradicted one of the office’s main messages!) Of course, if someone had a serious issue or needed to talk about their discomfort we would…we just chose not to start the conversation that way.
Instead, we substituted the question “How’s your day today?” As a result, that one simple change helped remove patients from the headspace of “being sick” or somehow broken to that of a person working on restoring proper function and health. It took them from the role of the victim and propelled them into their rightful place as a partner in their own health.
While this story shows the positive power a small change can have, remember that it can go the other way too. Seemingly minor changes can lead to disaster. For example, conversion issue with one small number resulted in levy walls that weren’t deep enough. When Hurricane Katrina hit New Orleans in 2005 the levees couldn’t hold and caused more damage than the hurricane itself.
What little changes have you made that yielded huge results in your practice? Or, what changes could you make? Please share your stories and comments at Dr-Kelley.com as we build our community of successful healthcare professionals!
For more information on building community connections, I encourage you to read my new book Community Connections! Relationship Marketing for Healthcare Professionals. If you want more valuable information about how to Connect with YOUR Community, you can find FREE healthcare practice marketing content, PowerPoint Presentation Jumpstart Kits, workbooks, blog articles, and my FREE “Practice Marketing Planner” Now!