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Dear Conference Participants,
I was in awe of the wonderful energy at the Women's Worldwide Acupuncture Network Conference. The variety of practitioners present and the way in which they all interacted was inspiring. As women we are all in a particularly appropriate business. Women are very strong, capable and nurturing. Nurturing may sound like a stereotype many successful women try to avoid; however, it is very important in the patient / practitioner relationship. People like to feel they are being cared for and that they are important. By listening and giving feedback we are able to make the patient feel that they have been listened to and that we understand what they are saying.
I have spent the past 12 years working at the front desk of two different acupuncture offices with two different personalities running the businesses. In both situations I found that patients really want to be listened to. An amazing amount of your business will be gained or lost during the first telephone call to your office. The phone should always be answered in a friendly and professional manner. I highly recommend having somebody answer your phones. Don't just let the answering machine get your calls. It was common in the U.S. for small acupuncture offices to just return calls when it was convenient; however, when we opened our office we always answered our phones and we found that many people scheduled with us because we were the only office they could get through to right away.
Your front desk person should be able to answer basic questions about acupuncture and what conditions can be treated effectively. Make sure your receptionist believes and understands the information and can relay it clearly. If there is any uncertainty or disbelief the patient will sense there is something amiss. When scheduling appointments your receptionist should make sure the time and date is quite clear by repeating the information at the end of the conversation, "I have you scheduled for 9 a.m. Monday morning. It was nice speaking with you Mrs. Parks." Repeating information back to the patient helps avoid mistakes or miscommunication.
When arriving at your office, once again, the first impression is not made by you, but by your receptionist and the décor in your waiting area. It is essential that everything be clean and pleasant. I have found that most people are a little nervous on their first visit. Relaxing music and a friendly atmosphere usually works to relax people. We offer tea and a few reassuring words while they wait for their appointment.
Finally, during the acupuncture visit, you have your chance as an acupuncturist to make your impression. Remember to let your patient know that you can help them more effectively if they tell you everything they can. You should also make sure they feel listened to by occasionally offering feedback or related comments. If your patient feels like you understand them they will be more likely to trust you and follow your advice. If they follow your good advice they will be more likely to get better and eventually send their friends and family to see you.
I understand that in Japanese culture it may be difficult to open up these lines of communication at first. Another way to communicate with your patients is through your receptionist. Many people find it easier to talk to the receptionist about concerns or problems. Be sure your receptionist takes these concerns seriously and passes them along to you. Sometimes I have found myself encouraging patients to tell Noriko about something that may have come up in conversation.
"How are you today?" I might ask.
"I am exhausted! I haven't slept well this week."
"Did you let Noriko know you can't sleep at night?"
"Oh no, I'm just coming in for my wrist pain."
"You should let her know about it, I'm sure she could help."
"Really? Acupuncture can help me sleep better?"
A good receptionist that is comfortable making small talk with your patients can be an invaluable communication tool. They can be especially good at letting you know if a patient is frustrated with their treatment. Sometimes patients will grumble to the receptionist about needing too many treatments or maybe that it isn't working. Amazingly this same patient will have just told the acupuncturist that everything is going well. Your receptionist needs to handle the complaint professionally and then let you know about it. That way you can address any concerns during the next visit.
A skilled office person also makes collecting your treatment fees and discussing money issues easier. Your position as a healer can make the role of money collector uncomfortable for you and your patients. Avoid it when possible.
Your hard work and dedication really should be backed up with a skilled receptionist. A professional, yet friendly face can do more than answer your phones and schedule appointments. A good front desk person is an extension of you and your practice. Think about the image you want to project and what you want to communicate to your patients. Then discuss this with your office staff. Everyone should understand what you want and how to achieve the desired results.
I hope my thoughts on office communication are helpful for you. If you have questions I would be happy to try to answer them. You can reach me at our office address or
you can e-mail me at: moonberry@pacbell.net.
Sincerely,
-Linda Berry-
She has been with Village Acupuncture since Village Acupuncture was opened in 1993. She graduated with a degree in Communications with an emphasis in Public Relations from California State University, Sacramento. " My interest in diet and natural health led me to a career where I could use my knowledge, skills, and interests while working in a field I strongly believe in ". She started as the Receptionist/Office Manager. Since Village Acupuncture has grown, she does not spend as much time at the front desk as she used to, but she still thinks the best part about her job is getting to know our clients. "I can't imagine being anywhere else!".
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