resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Give Yourself the Digital Advantage
When you see this article in the print version of this issue and swear you read it already, don't be alarmed: you probably did. That's because by that time, the May issue will have been available online in digital format for three weeks.
December, 2013, Vol. 13, Issue 12
Gathering the Right Information: Knowing How to Receive Feedback
By Ben Benjamin, PhD
Receiving feedback can be a stressful experience for all of us. There's always a chance that we'll be told something that hurts or surprises us or that we don't want to hear. While you don't have full control over the way feedback is given, you can still take steps to help move the conversation in a positive direction.If the feedback is unsolicited, notice whether you feel comfortable receiving it in the current situation. If you feel rushed, distracted or upset, ask to postpone the discussion.
As you receive feedback, make an effort to gather the information that will be most useful to you. If the person is not providing all the facts you'd like to hear, ask for them. For example, suppose you ask a client for feedback on your work with them and they respond with an opinion: "You give a great treatment." While this may feel good to hear, it's unclear exactly what the person means. Try asking for more specific details about what they've felt or observed. You'll learn much more from facts such as, "I like your treatment because you give exactly the amount of pressure that I feel I need, when you work deeply you don't hurt me, and I'm never sore after I leave."
When the feedback is critical, work to fully understand what the client is saying before sharing your own thoughts on the issue. Ask the person to give you small amounts of information at a time and paraphrase what they say to verify that what you're hearing is what they intended.
Sample Dialogue: Feedback from a Dissatisfied Client
Client: Oh no, is that it?
Practitioner: Yes, that's the end of the session. It sounds like you're disappointed. Is that right? [Clarifying what the client said.]
Client: Well, yes. I had asked you to focus on my back and you didn't spend much time on my back at all. You just kept working on my feet.
Practitioner: You're right, I did focus more on your feet and I didn't explain why or ask whether that was okay with you. I'm very sorry about that. [Apology] I was using a reflexology technique that's designed to relieve back pain through certain points on your feet. [Clarifying facts.] Does your back feel any better?
Client: Actually, I guess it does. I don't know if it was that foot thing, though.
Practitioner: I'm hearing that you're not sure whether my work on your feet was helpful. Is that right? [Clarifying what the client said.]
Client: Yeah, I can't really see how that would affect my back.
Practitioner: I felt the same way when I first learned about reflexology; it's very counterintuitive to think that working only on your feet could affect a part of your body that's so far away There are a number of different ways I could work on your back and I want to be sure you're comfortable with the methods I use. Would it be helpful for me to give you something to read about reflexology, as well as the other techniques I offer? Then you can make a fully informed decision about the type of treatment you receive. [Proposing a possible solution.]
Client: Yes, I'd like to look at that information.
Practitioner: Great. I'll gather some articles for you. And I want to thank you for speaking up when the treatment wasn't what you expected. [Thanking the client.] If anything about a session is ever disappointing to you or doesn't feel right, please let me know and I'll do my best to address it.
Points to ponder
If this client had not given any feedback, how might their unspoken dissatisfaction have affected the therapeutic relationship? How might the relationship have been affected if the therapist responded defensively?
Editor's Note: Adapted from the new forthcoming edition of The Ethics of Touch by Ben E. Benjamin and Cherie Sohnen-Moe.
Click here for more information about Ben Benjamin, PhD.
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