resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
An Integrated Approach to Chronic Pain
Findings from a unique Medicaid pilot project in Rhode Island involving high-use Medicaid recipients from two health plans were recently presented to the state's Department of Health, demonstrating stellar outcomes with regard to medication use, ER visits, health care costs and patient satisfaction.
Eczema & Acupuncture: A Sound Solution (Part 1)
Eczema affects approximately 3.5 percent of the global population and is one of the most common skin complaints seen by dermatologists.
Balancing Spring Challenges
As the winter months come to a close and warmer spring weather appears, patients may begin to present with new challenging pattern presentations.
Taking the Chiropractic Message to the Press
"There is no better place on earth to have a news event," the National Press Club boasts, and it's easy to understand why: Every year, the 108-year-old Washington, D.C.-based organization hosts countless press conferences on the hottest topics impacting America and often the world.
Bill With Confidence: Learn What to Collect
Q: I am trying to understand what I may collect from my patient when there is insurance. Do I have to accept the amount allowed by the plan or may I collect up to my billed amount? Please note, I am not a member of any insurance plan.
New Relationships, Old Trauma: AOM & Other Healing Strategies
Being in love is one the most beautiful and enjoyable experiences. Most of us are willing to pay almost any price to have that experience, and still often find it elusive or fleeting. Navigating the ups and downs of loving relationships are often challenging — even for the most psychologically balanced among us.
Clearing Blocks: A Way to Improve Cosmetic Acupuncture
As a Five Element acupuncturist who teaches facial acupuncture classes nationally, I was surprised to learn that one of the basic principles I was taught in school is unfamiliar to most acupuncturists.
Is It Time to Rethink Mental Illness? (Pt. 1)
Invariably, patients will ask their chiropractor about depression or various mental illnesses. Some practitioners will reflexively offer a cervical adjustment, suggest St. John's wort or contemplate a referral to a specialist.
A Daily Strategy for Heavy-Metal Detox
In modern society, we are constantly exposed to heavy metals such as cadmium, lead and mercury. These heavy metals have no essential biochemical roles in our body, and conversely, can cause us a great deal of harm if they build up to toxic levels.
The Visual Error Scoring System: A Concussion Tool
Postural stability and oculomotor function are the most easily recognized physical indicators of neurologic motor dysfunction associated with concussions.
News in Brief
ACA Adopts New Governance Model; ACA 2017 Awards; CCA Helps Calif. DCs "Share the Love"; $1 Million to Help Advance the Profession; D'Youville Raises the Bar on Anatomy Education; ErRatum.
An Unexpected Diagnosis: The Result of Lacking Communication
A couple years ago I had a case that showed me the importance of open communication between health practitioners. We need to show up with less fear, and let go of our judgments so we can do better for the patient.
Women's Hormones: A Western & Eastern Perspective
Sometimes it may seem that you require a degree in medicine to understand hormones and how they function.
Raditation & Your Smartphone: Is it Worth the Risk?
If radial arteries could talk (and in my experience they can to some extent), they would say, "Step away from the smartphone." At least that is the message I am receiving loud and clear as I feel the pulses of many patients.
Universal Design: Principles & Practice
In many respects, universal design serves as the core of ergonomics. It's also a good tool to use when designing a return-to-work program for injured and/or ill patients. Let's take a closer look at universal design and why it should matter to you and your patients.
Is the New Medicare Reporting Exemption Right for You?
What you've heard is not a rumor – there will be exemptions for providers of Medicare patients, with no penalties assessed for offices that do not do Quality Payment Program (EHR, PQRS, MACRA and MIPS) reporting.
A Major Role in Back Pain: The Multifidus
Back pain affects roughly 80 percent of the population at one time or another and is one of the leading causes of doctor visits.
Why I Quit Doing House Calls
My father was a chiropractor who did house calls, so when I became a DC, I figured doing house calls was part of the job. My March article recalled my experience as a small boy, accompanying my dad while he went to patients' homes to treat them.
Creating Good Business Buzz
What do patients really think about working with you? Rarely do you hear the whole truth. Those who improve may be candid in their gratitude.
May, 2001, Vol. 01, Issue 05
Excuse Me, May I Take This Call?
By Perry Isenberg
A huge portion of the working population really doesn't understand the meaning of "a job well done." A few years ago, I was getting a very relaxing massage (not my current massage therapist) when I heard the phone ring, followed by "Do you mind if I take this call -- I"ll only be a second."
If this ever happened to you and you took the call, do yourself a favor: try to remember the client at the time, and either refund their money or offer them a free session."Yeah, right" you say - after all, it was just a two-second phone call!
I'm serious! As consumers you know full well that you hate paying for things you do not receive. Did the client get a 60-minute, undisturbed session with your full attention? Did you wash your hands after touching the telephone? Why should the service the client pays for be interrupted so you can answer the phone?
There appears to be a current downward slide in the quality level of products and services being offered, and less demands from the consumer.
Everyone knows that the current consumer is more educated, demanding and savvy than in the past. Many factors contribute to this, including a larger-than-ever group of retailers and business people who sought to separate themselves from the pack by doing everything better and more consistently.
This new group of business people has taught us to accept a mistake now and then, but overall to expect more. When you're not satisfied, you should be financially compensated -- a refund. There's a big difference between sufficient, satisfactory and perfect. I say we should only pay for perfect and settle for less as the exception, not the norm.
It seems to me that this higher level of service and quality products is not holding up, and that demanding, savvy consumers are backing down, willing to accept less than perfect. There are many factors accounting for this trend. I believe the primary reason is because the imperfect human cannot consistently deliver perfection. Consumers are tired of looking for perfection, so we are starting to accept satisfactory.
A shortage of time and an abundance of wealth are also a part of the problem -- "I don't have time to shop around, but I have enough money not to worry about value."
The saying, "you get what you pay for," does not have the same meaning it used to. Now, you're still paying premium prices for the "good" stuff, but only getting satisfactory in return.
A friend of mine uses a lawn & garden service to take care of his property. I visited one day and admired his lawn and garden, but asked why he doesn't get the company to blow away all the dead leaves in the garden. His comment was, "the service is supposed to do it, and sometimes they do and sometimes they don't." Of course, I replied, "So I guess you don't pay them for the service call." He looked at me like I was nuts, and responded, "After all, they were here, and they did cut the grass. You can't not pay them because they didn't blow out the leaves."
I hope my point is obvious. My friend's view is to accept 80% of the service and pay 100% for it. This is ridiculous. It undermines the consumer's obligation to set acceptable standards for products and services.
Most of you most likely think I'm being too harsh and overly demanding -- I'm not. I'm also not perfect, nor is our company. We probably make mistakes every day, and when we do, our company finds a way to compensate the customer, to show our regret for the error and our appreciation for their understanding and business.
I don't care how long you've worked with a particular client. Never let your relationship become so informal that you think you can cut corners. You should treat each visit with 100%. Nothing less will do.
In the meantime, be healthy, be good, and stay focused and motivated.
Click here for previous articles by Perry Isenberg.
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