Dear Doctor:
Mastery of the report of findings is a major key that can unlock the door to a successful practice. For the patient, it is the moment of clarity and the moment of decision, so let’s look at an effective ROF.
My model for the report of findings has three chunks – the Four Questions, the Three Phases, and the Commitment. The Four Questions are the essential information every patient needs to know to be able to decide favorably on your program of care. Simply, they are: Can you help me? What’s wrong with me? How long is this going to take? How much is this going to cost?
If you leave any of these questions unanswered the patient cannot and will not commit. So, script and practice sensible, intelligent, versatile responses to these questions, because without these concerns handled, the patient can’t hear the rest of what you’re saying, no matter how important it is.
The Three Phases is the section where you explain your program of care – that in Phase One, you will address any intensive care needs and help the person get out of severe trouble as quickly as possible; then, in Phase Two, you’ll make the best correction possible to the underlying cause and stabilize the spine and nerve system in a condition of health; and finally, in Phase Three, you’ll establish an appropriate schedule of care that meets the person’s wellness needs and encourages the miraculous healing and quality of life benefits chiropractic is famous for.
It should be noted here that if you’re going to offer choices on your program of care, it makes more sense to draw the line between Phase Two and Phase Three, than it does to draw it between Phase One and Phase Two – let me explain this.
If your smallest outcome you desire for your patient is to get the cause of the problem corrected, then you cannot offer an option of relief care only, because most people are trained to want that, and not even consider anything beyond it. So, if you offer an option of relief care, and then, if they want to continue, correction and then wellness care, most patients will never get that far. You must get them at the start to accept recommendations at least until the cause is corrected, and then if they don’t opt for wellness care, at least you know you made a significant contribution to that person’s well-being. And, when they get through Phase Two, there’s a great chance they’ll continue with wellness care.
There is a final chunk to the ROF, most important but often overlooked, and that is the Commitment. If you do everything well but don’t ask for a commitment, you won’t get as good results as if you do everything just okay but get a commitment at the end. It’s that important to get the patient to enter into a form of agreement with you. When you’ve finished your report, look the patient in the eye and extend your hand for a shake, and simply ask “Now that I’ve explained everything, can I count on you to follow through on this program of care?” This verbal contract cements the relationship and greatly enhances the likelihood of the patient sticking around long enough to get full value from your care.
Refine and master your Report Of Findings – it will reward you and your patients many times over.
Dennis Perman DC, for The Masters Circle PS Our second quarter seminar series is about to begin – “Power Tools for a Mega Practice” is filled with practical, powerful, profitable techniques for practice growth and management. Two of our guest speakers are Dr. Tedd Koren, patient education researcher extraordinaire, and Life West President Dr. Gerry Clum, presenting the cutting edge of X-ray technology -- for information or to register, please call 1-800-45104514 or visit our website at themasterscircle.com. See you there!
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