Expect A Miracle
Practice Pointer - X-Ray Recall
March 5th 2011 07:05
X-Ray Recall
“I was recently tidying up a bunch of x-rays that we had floating around the office. I had no recollection of some of the clients or why their x-rays were out of their usual place, so I put them up on the view box, pulled out the client’s file and checked that everything was up to date.
In most of the cases, there was a small incompletion to finalise. Others were left over from a previous chiropractor who had since left and I had never met the client. I took the opportunity to recall the clients and check in with them. In this case, I found that I was having a much higher than normal success rate of reactivating those previous clients.
In retrospect, reviewing the x-rays and the case notes of these clients was a very powerful tool to connect with them and show them that I cared enough to know something about them. I would use the following script…
“Hello Mary. This is Dr Chiropractor from XYZ Chiropractic. I am ringing to introduce myself and to check how you are going. (Pause). I was in the process of filing your x-rays when I noticed your lower back injury and your scoliosis. Did Dr Scott explain that even if there may be no pain, those problems will still be present? I was concerned that you may not be getting the help you need for this type of problem.”
From there, the conversation took its own course but generally it came back to their need for care, despite how they felt. Having reviewed the case notes, x-rays and obviously knowing something about them was the success tool that gave the client more trust in me and helped me to create instant rapport with them.
Consider taking the time to review case notes and x-rays prior to conducting recall phone calls. The extra preparation is well worth the effort.”
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