Well Designed Stress Reduction

Copyright 2009-2010 Davlen Associates, Ltd

It is mid-day and Mrs. Smith approaches an obviously overworked, overstressed CA who is busy on the phone. The CA obviously has too much on her plate to acknowledge her new arrival. The CA focuses on moving them in, moving them out and collecting co-pays. The sterile feeling of the waiting room is a reminder of the chilling reality of how long she will have to wait. How long will it be? Can she make it back in time to meet the children as they get off the school bus? The glass window cracks open and the voice from behind barks out someone's name, unfortunately, not hers. Time marches on…

A few weeks pass

Mrs. Smith again walks into the same office but this time, she is greeted by the warm and inviting smile of Mary, the same the front desk CA from before. She already has her travel card pulled and she sees the stress on Mrs. Smith's face begin to melt away. In major contrast to before, Mrs. Smith bypasses the waiting room and is ready to see the doctor. More stress dissolves as she is bathed in the soothing sound of a water feature in the background and is surrounded by warm colors and the smell of fresh plants. As Mary checks a young family out at the front desk, Mrs. Smith overhears the young siblings arguing over whose turn it is to be first, when they come back to get adjusted next week. Mrs. Smith soon understands that instead of worrying about getting home in time to get the kids off the school bus, she is comforted that her children will lead the healthiest lifestyle that they deserve when they too, come to the office for their regular adjustment. A quick stop at the friendly front desk and Mrs. Smith is out the door. She notices that the patient parking lot is full, but a quick check of her watch tells her that she was there for only a few minutes and is actually ahead of schedule for the rest of her busy day. The office has had obvious changes and now, so can her health.

Which scenario would you prefer? Which would your patients prefer? Which scenario is in the best health interest of your patients? Which is easier to manage and which do you think is more profitable? Let's review some of the design components that were implemented during the simple and cost effective remodeling.

Your Vision

Focusing the office design on your unique clinical and business goals will create the foundation upon which any size practice can be created. Understanding where the practice is now, as well as where you want it to go, creates the framework. While selection of color and décor is important, you cannot put the roof on the building before all the floors are built. Patient attraction, patient conversion and patient education concepts must be addressed before patient flow and capacity management take effect. After all, unless you attract all the new patients you require, there will be no capacity to worry about.

Your Technique

"Results based" design takes into account everything from your desire to either accept insurance reimbursement, or offer cash plans. Are your notes on travel cards, or are you using EMR. Is your technique Diversified, CBP or Gonstead? Looking ahead at what you want to create will ultimately reduce stress in your office and give the patient a much more pleasant chiropractic experience

Patients Perception

The environment should support your teachings. Add life to your office. Fish tanks, water features, artwork and greenery should be considered in your décor. Warm inviting colors cost the same as cold sterile ones, chose them to carefully complement each other. Wood tones are current and timeless, as long as it is not in the form of paneled walls. Recessed, incandescent lighting should replace the harsh fluorescent lighting. Fresh plants and flowers should fill in the empty, once dusty shelves, Then, and only then, will your patients know that they have come to the right place

Cash vs Insurance

As insurance reimbursement dries up, the profession is moving towards a cash based model, the office should be proactive in setting up for this change. The front desk should be designed to reduce the CA's time needed for processing patients and switch their role towards public relations.

Paper or Plastic

Electronic Medical Records is not always the answer. If used incorrectly, EMR can actually cause a more stressful environment. While EMR will help you manage higher volumes of paperwork, it does nothing in the form of growing the practice. Use creative design solutions to increase your PVA by improving effective patient education, proper patient flow will also minimize wasted time.

Once the practice attains your volume goal, EMR will then streamline the repetitive chores. Be cautious… Heavy reliance on EMR will simplify your ability to run your practice, but will work against the warm feeling that your patients come to know from your office, which you have worked so hard to create. Ensure that your staff maintains the personal connection with the patients, especially when it comes to a new patient.

Psychiatrist or Chiropractor

Many times doctors get trapped in a room talking to a patient about non-Chiropractic issues and act more like their psychologist. Design elements will minimize or prevent many of these awkward moments. A 15 second reduction in the amount of non-productive time it takes you to go from one patient to the next will save the average doctor over 43 hours per year. Your patients will appreciate the reduction of stress even though you are handling a higher volume of patients.

All Rooms Are Not Created Equal

Different techniques require different tools, tables, and room sizes. Proper room size and shape should revolve around proper placement of the most needed equipment, allowing the doctor to move freely about the adjusting area. "Step management" can provide the patient with a more focused adjustment and the doctor more time to educate.

New Patient Intake

This is their first impression of you. Make your initial consultation a good one Do not trivialize your Report of Findings, as it is the most important visit in a patients Chiropractic experience. Deliver a clear and concise Report of Findings, one that makes your patients feel welcome and relaxed. Neatness is important. How can a patient believe you when you tell someone that you are going to properly arrange and align their spine, but your office is disorganized and chaotic. Put your stuff away! Have all of the educational tools needed, directly at your fingertips.

Who would have thought that how your office is designed and built, could positively or negatively impact your PVA, your internal referrals, your volume, the simplicity of your management, and most importantly, the perception of your patients that they have come to the right place.

Who you ask? Ask any of the 3,500 Chiropractors around the world that manage a healthy, efficient, subluxation free chiropractic office, that's who. Be sure to cash in on your own simple, cost-effective redesign that will create huge returns with minimal investment.

Glen and Tim David

Davlen Associates, Ltd

Established in 1987