Best practices and the power of positive influence

admin · Mar 6, 2009

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From the latest Chiropractic Economics:
Best practices and the power of positive influence

Every new patient entering your office brings a unique set of expectations.
Some patients are interested in a quick fix with pain-relief being their highest priority. Others focus on their need to return to work or desire to improve in an activity or sport they enjoy. Still others hope to maximize their overall health and wellness.
Discovering your patient’s expectations and ensuring they are in alignment with your expectations is an essential step in establishing a successful doctor-patient relationship.
Are you often frustrated when patients do not follow your recommendations or discontinue care before they reach the goals you established for them? If so, you may be missing a crucial step in patient management.
Reaching a point of shared expectations for the greater benefit of the patient may require you to master the skill of positive influence. Positive influence means swaying another person’s opinion in a nonmanipulative way for their own benefit.
Influence begins with a certainty that you are doing what is right for your patients. Only when you are certain about your expectations can you communicate them effectively.
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Practice the positive influence acronym: C.A.R.E.S.S.
You’ll be more effective at exerting positive influence when you consistently practice the following techniques:
C – Concentrate on the patient and make them the focus of your attention.
A – Acknowledge what the patient has to say and show interest in the topic of discussion.
R – Research and respond. Gather research by asking the patient about their values and needs; find out why they are there. After you discover their motivation for the visit and expectations for care, respond in a manner that resonates with those values the patient places highest.
E – Exercise emotional control when dealing with highly charged messages. Before you jump in with a response, remind yourself that your patient may be in pain or feel anxious about the loss of control of their health. Wait until they have communicated all there is to know.
S – Sense is a medium for receiving nonverbal messages. More than 55 percent of communication is through body language. Look for nonverbal cues that make you aware of a patient’s needs, expectations, and sensitivity to particular subjects.
S – Structure is a way to organize information as you receive it in order to develop the next question you are going to ask.
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