Four Basic Patient Needs
- The need to be understood. Those patients who select you as their chiropractor need to feel they are communicating effectively. To prove to the patient that you understand, repeat back to the patient what you heard to be sure it is what the patient said.
- The need to feel welcome. Any patient that feels like an "outsider" will not return. People need to know you are happy to see them and that they are important to you.
- The need to feel important. Ego and self-esteem are powerful human needs. We all like to feel important. Anything you or your staff can do to make your patients feel special is a step in the right direction!
- The need for comfort. Physical comfort...a place to wait, rest, talk or do business. There is also a need for psychological comfort - the assurance they will be taken care of properly and the confidence in you and your staff to meet their needs.
How does your patient signal each of these needs?
- Need to be understood - signaled by repeating, speaking slowly, loudly or bringing a friend or relative to help them explain.
- Need to feel welcome - signaled by "looking around" when entering the office or by bringing a friend or relative.
- Need to feel important - often signaled by showing off, bragging, or wearing flashy/unusual clothing.
- Need for comfort - signaled by the patient being nervous or unsure of themselves. Also expressed when help, assistance or directions are required.
Spend time assessing your patients for these four needs and fulfill them. Just like you, your patients need help, respect, comfort, empathy, support and a friendly face.