Lost A Sale, But Initial Phone Consultations — A Big Part Of Brilliant Customer Service
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Practicing with Authenticity
To extrapolate from the above quote, patients love healthcare providers they can trust. One way to earn the trust of your patients is by practicing with authenticity. What does that mean, exactly?
Patient-Centered Care vs. Payer Restrictions: Your Ethical Obligation
Do you have an ethical obligation to evaluate your patients, make a diagnosis and provide evidence-based, patient-centered health care, irrelevant to the payer restrictions?
Acupuncture Rising: From Acupuncture Anesthesia to Assisted-IVF, Part 1
Acupuncture's cultural and historical roots go back to the emergence of Chinese civilization. For more than 2,000 years, acupuncture needling has been continuously practiced on the largest population in the world.
Practice Policy (Gone Bad): The Sign
Every once in a while, you see something and think to yourself, That's a really bad idea. Case in point: I went to see my medical doctor the other day. Just after being "roomed," as they say, the nurse checked my vital signs. Then she left.
Healing Trauma: Cultivating Resilience and Presence Through Mindfulness, Part 2
In the last issue of Acupuncture Today, the first part of this article introduced the topic of trauma and resilience, and their relationship to the autonomic nervous system response and the concept of the spirit being grounded in the body, and suggested the importance of mindfulness as a tool for healing.
The New Age of Communication
In the age of technology, everyone, including the patient, is seeking faster, easier ways to communicate. With a wealth of social media, blogs, websites and videos, we are constantly barraged with information – to the point of overload.
A Chiropractor's Guide to Yoga
"Doctor, can I continue to do yoga while undergoing your care?" "Is it OK for me to go back to yoga while I'm getting my back treated?" "It is safe to start my yoga classes again after my neck pain improves?"
Surprising Reasons for Orthotic Efficacy
Clinical outcome studies show orthotics are effective in the management of a wide range of injuries, including plantar fasciitis, Achilles tendinitis and patellofemoral pain syndrome.
An Acupuncturist's View of Medicinal Marijuana
The use of cannabis for medical purposes is very controversial. Use as a panacea by physicians uninitiated to the proper application of herbal medicine, as well as an excuse for recreational use have greatly confused the issue.
Getting a YES: An Effective Strategy for Overcoming Patient Objections
Patients make more excuses for declining care from an acupuncturist than perhaps any other type of doctor. Various reasons hold them back from making a commitment to care.
More Chiropractors Required
An intriguing study published in the Journal of the American Board of Family Medicine examines how "chiropractic care affects use of primary care physician (PCP) services."
Help: A Need at Every Level
One of the great gifts of training in acupuncture is the ability to take good care of oneself. I recently had a bout of frozen shoulder — an inflammatory syndrome which can be debilitatingly painful and take years to resolve.
Modernization of Chinese Medicine
Language – written, spoken, signed, or otherwise is learned as a means to express our individualized perceptions about the world around us. Language is designed to communicate our personal experiences.
The Zen Art of "One Point"
We were always told in our Zen Shiatsu training (by Japanese and Japanese American instructors) that our ultimate aim was to to find that "One Point." To be so focused we could touch just one point to transform Qi throughout a client's body.
Do Some Good and Grow Your Business with Cause Marketing
Cause marketing is truly one of the best ways that you can promote your services as a acupuncture professional. Cause marketing refers to a type of marketing where a business partners with a non-profit organization to help bring awareness to a charitable cause.
Nuts Reduce Risk of Heart Disease, Cancer and Other Health Problems
Several recent studies suggest regular consumption of nuts may provide a significant degree of protection against certain types of cancer, heart disease, possibly type 2 diabetes and some neurodegenerative diseases.
Harvard Health References Flawed AHA Position Paper
In its special health report, "Stroke: Diagnosing, Treating, and Recovering From a 'Brain Attack,'" Harvard Health Publications includes information from the American Heart Association's 2014 position statement on cervical manipulation and cervical dissection – a statement the American Chiropractic Association emphasized in a letter to Harvard Health mixes "scientific facts with half-truths."
The Food Conversation: Nutrition and Your Practice
It's morning and your first patient rolls in with a triple espresso steaming in one hand and a frazzled, desperate look in her eye. "You gotta help me, doc, I am constipated unless I drink one of these, and I am exhausted and anxious all the time."
Oriental Medicine on the World Stage
"Let me win. But if I cannot win, let me be brave in the attempt." This simple, yet powerful statement was lived out time and time again by so many of the athletes from around the world during the Special Olympics World Games in Los Angeles.
The Short Leg Dilemma
When evaluating a new patient, it is common to note a relative shortening of one leg to the other. Some patients will even tell you they have one, and then pull out the store-bought heel lift they read about online.
Improving Communication Between AOM and Biomedical Providers
How comfortable do you feel talking to Western medical providers? If you are like me, you may not feel as comfortable as you would like. Some of my interactions with MD's haven't been the fruitful steps toward integrative medicine for which I had hoped.
Dorsiflexion Dysfunction: Evaluation & Manipulation Techniques
Almost every condition from the foot to the hip can be attributed to the inability to dorsiflex the ankle mortice and other joints that participate in dorsiflexion. Let's start by understanding normal versus abnormal dorsiflexion.
Fish Oil: A Key Component of Positive Clinical Outcomes
Patients seem to be presenting with more complex problems, and many are responding to care more slowly or have completely unexpected results. Why?
Fertility and Poly-Unsaturated Fatty Acids
Starting or expanding one's family is a major milestone. It's something that more and more people seek out health care advice and support for.
Change Lives by Supporting Chiropractic Research: Are You In?
The Palmer Center for Chiropractic Research (PCCR), in celebration of its 20th anniversary, has announced it is spearheading a fund-raising campaign to support chiropractic research.
What's Chiropractic Research Worth to You?
The Palmer Center for Chiropractic Research (PCCR), in celebration of its 20th anniversary, has announced it is spearheading a fundraising campaign to support chiropractic research.
May, 2014, Vol. 14, Issue 05
Using Transactional Analysis to Speak "Client"
By Gerry Pyves
One of the most valuable things I learned when I trained as a Transactional Analysis Psychotherapist was to learn the difference between my "self" and the "other." This is particularly important in a therapy like massage which offers so many opportunities to "merge" with our clients.
By "merge" what I mean is to confuse what I am experiencing and thinking with what the client actually experiences. This sounds a bit obvious, doesn't it? However, one of the most common mistakes I witness in my training of massage therapists is precisely this problem. Many therapists pride themselves on their "sensitivity" and their "psychic" abilities, even. They simply love to prove their abilities by telling clients exactly what they notice about them and what their "energy" is doing.
Most of this is simply projection. We feel uplifted so we say to the client, "I notice how uplifted you are." In the power relationship of massage, the client is bound to agree. Occasionally, a client with a strong ego will simply walk out and not return as a result of such insulting and manipulative behaviour.
We must ensure it is the client's own experience they are describing in their own words. To do this, I invite the client to spend a few minutes lying on the table at the end of the treatment. This is so they have time to integrate the effect of the massage. Sometimes this is the most powerful therapeutic time of the treatment. Clients often report that they "let go" even more than during the bodywork itself. I leave the room so they really are in their own space for this phase.
The second part of this "integration phase" is when the client is dressed. Here, I still avoid chit chat and deflect the inevitable, "what did you notice?" game by simply asking the client to: "Walk around the table and notice how your body wants to walk after this treatment. Tell me anything you notice that feels different from this before you got on the table - if anything."
What is remarkable is that clients never say "Wow, I feel so myofascia-ed!" or "I feel like my iliopsoas is now so much longer!" Only massage therapists and professional bodyworkers talk such language. If clients really do speak this way, then they have been educated. What clients actually come out with, without such professional brain washing is, well, absolutely anything!
Learning From Our Clients
That is what makes it so exciting to actually listen to clients - I never know what will actually come out of their mouths. One client may walk like a zombie carrying lead weights on his feet and say, "I feel so light and free." They could not look less free or light if they tried. But who am I to say what my client actually feels or experiences internally? What is certain is this: everything I learned about the power of touch and massage came from the mouths of my clients. None of it can be found in the massage text books which, of necessity, only speak "bodywork." Yet, to really understand the immense power of massage, we really need to turn each client we massage into our teacher, by truly listening to their words.
Many therapists I know actually give a non-stop verbal commentary on what muscle is being released as they work. Now this is beyond the scope of practice, because it is hypnotherapy. Telling another human being what is happening in their body while they are in a semi-relaxed state and giving them suggestions is hypnotherapy. It is not ethical, in my opinion.
Only one person truly knows what the client is feeling in the treatment room, and it isn't the massage therapist. If you want to be a psychic, go get a velvet tent and a crystal ball. Otherwise let your clients have the space to find their own words for what they are feeling. When my clients "walk" after the treatment and are integrating their new body structure through the walk, I must bite my tongue and let them explore this new state of being.
What if they say, "nope, don't feel any different?" If there is not a convenient 8th floor window to throw yourself out of, you might just stay around and learn something. These "failures" are sometimes the most powerful teachings of them all.
You will not learn about massage from training courses. You will only learn about it from actual clients. if you bother to really listen to them and really want to know about them. All about them, not just their "physical" state. Know about them as human beings. You are not a bodyworker. The only place to find bodies without energy, emotion, mind and spirit is in the morgue or in bodywork text books. What you are, is a "human being worker."
The Best Marketing Tool
One of the great advantages of giving the client the chance to define their own reality in their own words, is how your clients walk out of your treatment room extremely clear about the value of coming for treatments with you. When they meet their friend for coffee after the treatment and they ask, "what have you been doing?" Your client replies, "I have just had a massage treatment and I feel six inches taller, so much lighter and ready to take on the world."
What just happened here? You just got yourself a new referral is what happened. Just from learning how to speak "client."
Gerry Pyves lives in West Yorkshire, in the United Kingdom. He holds an MA from Oxford University and qualified as a massage therapist in 1984. He became a UKCP registered Transactional Analysis psychotherapist in 1999. He is the founder and creator of NO HANDS® Massage. He is currently looking for instructors to teach NO HANDS® in the U.S. For more information, visit www.nohandsmassage.com.
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