William E. Morgan, D.C.

Being a successful doctor requires more than head knowledge or clinical skills. A successful doctor needs to meet the spoken and unspoken needs of patients. The following eight steps will help to inspire trust from your patients and satisfy their needs.

1. Focus on the patient. When you are with a patient, that patient is the most important person in the whole world. Give that patient 100% of your undivided attention and concentration. Patients can tell if you are distracted or uninterested. To maximize your time with each patient avoid interruptions. Do not take calls or messages, and be prepared in advance for your visit. Make sure that you have any lab, EMG or X-ray reports with you when you walk in the room. Read all reports and X-rays before walking in the room with the patient.

2. Never sell to patients. When a new patient enters your office door they are already convinced that they should see you. If you are trying to market yourself to them or sell them on a treatment program you will undermine their confidence in you. Likewise do not sell products to patients. You may carry supports and supplements for your patient’s convenience, but do not insist that they need to buy from you.

3. Overtly follow infectious disease and safety precautions. Without making a show of it, let your patients know that you sanitize your hands and equipment between patients. Of course, follow strict precautions even if no one is watching.

4. Strive to protect patient confidentiality. Your fastidiousness will be a sign of professionalism and will warrant patient trust.

5. Sit in your waiting room, lay on your treatment table, walk in your patient’s shoes. What do your patients experience at your office? Chatter and noise? Cold temperatures? Old magazines, clutter, outdated furniture or carpet? Strive to make your office a relaxing haven from the world. Remove magazines with graphic pictures or headlines of violence. Choose tasteful upbeat reading material such as magazines related to health, hobbies, sports and special interests. Play soft relaxing music. I recommend classics for meditation, or classical music for romance. These are generally soothing. Your staff should greet your patients by name when they enter your office. All staff members should wear name badges and encourage the patients to call them by name.

6. Speak your patient’s language. We all have learning styles that are predominately one of these five: Verbal, written, kinetic (learning by doing), and visual (best taught by seeing). Try to ascertain each patient’s preferred style of learning and give instructions in their “learning language.” For example, if a patient learns best by physically performing a task (kinetic learner) have that patient physically perform the desired behavior with you. On the other hand, if a patient is best taught by reading written material, provide them with high quality written instructions.

7. Touch your patients. Use gentle and appropriate touch to sooth and communicate to your patients. When they tell you where their pain is, gently touch the area of pain. Never use inappropriate touch or innuendo.

8. Do not set unrealistic expectations. Partner with your patients to set realistic functional goals. I usually initiate goal setting by asking, “What activity would you like to be able to do after our treatment that you cannot do now?” Try to make this goal tangible, something that you could take a picture of, such as: Lifting a grandchild, skiing, bicycle riding, or gardening.

Remember, caring for patients is not just our job. It is a sacred trust. Earning and inspiring patient trust is not optional; it is a duty. If your patients trust you, they will be more open and forthright, and more compliant. Moreover, if your patients are satisfied, you will be satisfied.