Recognition, by Dr. Ogi Ressel

Wednesday, April 8th 2009

Warm hellos to everyone,

One doctor asked me to write a bit bigger so that it is easier to read -
please let me know if you find this a little better.

I thought I'd touch on a concept which is often forgotten in our hunt for
that elusive new patient.

I speak with hundreds of doctors each week - from all over the globe -  
and the one observation that I've made is that we, as a profession,
are absolutely obsesed with New Patients.  Right. You are thinking,
"brilliant observation - and he is a coach?"

Yes. We are almost insane about finding new patients.  Yes.  A one track mind. 
Tunnel vision. Severe constipation comes to mind.
We are obsessed with building that better mousetrap to capture these elusive people.
We tend to focus on new patients so much that all else is often thrown to the wayside
it seems.....along with the patients who were former New Patients at one time!

Here is a realization: 
All the "regular patients" you have, were once New Patients - every single one of them!
What a concept!

Here is another realization:
Once we capture these elusive people, our focus quickly changes back to the
hunt for more!...and these "captured" new patients quickly become "old patients" -
even after a week!
This now allows us to somehow lessen our focus on these regular patients.
All of a sudden patients become a "nuisance"; they want too much of you,
they want to spend too much of your time, they always complain, they are never
satisfied, they find your fees to be too expensive, they are late for your appointments,
they miss their appointments and payments, they gripe, windge (a British term)  
and they don't refer their children and friends. 
That about it?

If you are reading this is and you are agreeing with me - you need a reality check!
Lighten up!
The reason you are in practice is to help people - it says so in  your mission
statement and you swore an oath to it.

The reason people miss their appointments and payments and are late,
for example, is because of you!
Yes!
You have not demonstrated their importance and forgot the importance of the
patient who is under your care!
How?
Easy.
Your main focus is always on new patients. 
Your regular patients usually take a back seat!

An old friend of mine from Eau Claire, Wisconsin, Dr. Joe Stucky, once told me;
"tend to the needs of your patients and your needs will be taken care of!" Brilliant!
The practice of your dreams is right in your office. It is not new patients! It is the
regular patients you see every week. If these people really understood what you do,
and felt that you sincerely focussed on mainly them, you would need two full time
CAs at your front door armed with bazzookas, beating off the crowds.
Have you noticed this is not happening?

So....that being said, let me give you one idea which you are welcome to use
in your office to recognize and honor your regular patients;  - A Recognition Wall.
What a concept!
An area in your office that you dedicate to honoring those patients who have been
with you for a over a year, for example. Or honoring those who have brought their
family to see you. Or have paid you for their entire care a year in advance.  Or.....

 ....and for those of you who still have not visited my website (www.practiceevolution.com)
and have not done the Practice Health Mini Check-up, what are you waiting for?

Do it now. Stop procrastinating and let's get your office flying. I'll give you lots of
great ideas that you can use right away.

And it's free. Honest. It always is!

Warmest wishes to all,
Dr. Ogi Ressel