resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
An MD Who Understands the Opioid Epidemic
Doctors of chiropractic have an important role to play in ending the opioid epidemic and dealing with chronic pain by conservative means (see our top story in this issue) – but who's to blame for opioid dependence and abuse in the first place?
How to Stay Sane During the Elections: Understanding Through the Lens of Chinese Medicine
In Chinese Medicine philosophy, everything consists of Yin and Yang. The law of polar opposites – one cannot exist without its opposite.
What's New in Phytonutrition: Mangifera Indica, "The King of Fruits"
One hundred percent pure Indian green mango fruit (mangifera indica), harvested at a special degree of ripeness for efficacy and taste, can now be concentrated as a phytonutrient nutraceutical powder.
Sit or Stand? Analyzing a Mixed Message
I'm more than a bit confused. At my age, that seems to be a rather common occurrence. However, today more than ever, I'm getting a mixed message.
Acupuncture's Impact on the World
For several years, I have been hearing about the town of Rothenburg, Germany. It seemed just a dot on a map until I arrived. It is the home of the TCM Kongress which began in 1968. It has been held annually for 47 years and it has only missed one year.
Kansas Achieves Licensing Law
Kansas Governor Sam Brownback signed House Bill 2615 into law on Friday, May 13, 2016. HB2615 includes provisions for the licensure of acupuncturists in the state of Kansas.
Believe it or not, an estimated one-third of your patients have eaten some form of fast food within 24 hours of their appointment with you.
What You Say Isn't Always What Patients Hear
A few years ago, my aunt Edna (name changed for the purpose of this story) suffered a stroke. After a short hospital stay, she was transferred to a nursing home for rehabilitation. When she arrived at the nursing home, Edna requested a private room.
Insuring Quality Control in Herb Importation: An Interview with Wilson Lau
Wilson Lau is the vice president of Nuherbs, a Chinese herb importation company based in San Leandro, California. Before joining Nuherbs, he trained as a lawyer specializing in FDA law.
Adventures with the San Jiao
Those of us who have been in practice for several decades relish the way meridians and points reveal new diagnostic clues and new insights. I love to encourage my students to see this as an adventure that goes way beyond the textbooks.
Chronic Pain: Become Part of the Solution
I have lectured to more than 7,000 chiropractic physicians over the past five years regarding the chronic pain and opioid epidemic in this country.
The Pertinent Negative
We all have to perform evaluations on patients. Most of us don't like doing it – exams take time, and worse it takes even more time after the evaluation to put together a narrative summary of the findings. Sometimes, this process becomes downright tedious.
Acupuncture Muscle Trigger Point and Oriental Medicine Sports Therapy
It is difficult to ascertain the internal condition of professional basketball player Lebron James during game one of the 2014 NBA finals, in which he developed debilitating muscle cramps that led to his premature removal from the game.
AOM Hospital-Based Practice: A Future Reality?
The natural evolution of health care on the planet is integrative health. We may have some challenges ahead, but based on my research, all indicators are pointing in a positive direction. There seems to be an evolving consciousness among our patient population that is "getting it."
Tai Chi Documentary Premier
First Run Features recently announced the world theatrical premiere of Barry Strugatz's documentary The Professor: Tai Chi's Journey West, which premiered last month at the Laemmle Music Hall in Los Angeles.
Introducing the Acupuncture Today Digital Edition
In response to the changing habits of our readers, Acupuncture Today will introduce a digital edition of the publication (in addition to our print edition) beginning with the August 2016 issue.
Increasing the Value of Spine Care: CMS Approves New Low Back Pain Registry
The Centers for Medicare and Medicaid Services has approved the Spine IQ Low Back Pain Registry as a qualified clinical data registry for the Physician Quality Reporting System (PQRS) in 2016.
A Long-Overdue Win for Oregon Medicaid Patients - and the Implications for Other States
Beginning July 1, 2016, Oregon Medicaid patients with spinal pain (cervical, thoracic, lumbar, pelvic) who are determined to be low risk based on a biopsychosocial assessment tool (STarT Back – Keele University) can receive four chiropractic visits per episode.
Beating the Odds: Interview With Para-Powerlifter Adeline Dumapong-Ancheta
Since October 2015, the FICS Foundation, the charitable organization affiliated with the International Federation of Sports Chiropractic (FICS), has been supporting disabled athletes internationally.
Multivitamin Supplement May Reduce Breast Cancer Recurrence
There is a great deal of controversy regarding the value of multiple vitamin supplements in cancer prevention.
Treating Hip & Groin Pain With Abdominal Release of Upper Lumbar Nerve Impingements
Have you encountered patients with groin and hip pain you can't seem to solve? You know it's not a worn-out hip; you suspect the pain is somehow connected to the spine. But somehow, you just can't help them break through.
Three Tips to Help You Analyze the Acupuncture Case Studies of the NCCAOM Exam
Confirm the answer quickly by the elimination method. Case study:
After two treatments for back pain, a patient presents for a third
session complaining of rapid breathing and wheezing that is made worse
during cold weather.
An Emerging Partnership Model
Maryland University of Integrative Health (MUIH) has educated integrative health and wellness practitioners for the last 40 years, originally as an acupuncture clinic and school. The institution's transformative, relationship-centered programs integrate traditional wisdom with contemporary science
February, 2016, Vol. 16, Issue 02
15 Common Mistakes Massage Therapists Make
By Valerie DeLaune, LAc
Over the years I have been to many massage therapists, and also listened to patient feedback on other therapists. There are 15 common mistakes, many of which may be enough to keep patients from returning.
1. Not Being Professional
If you chronically cancel patients, or fail to return phone calls and texts daily, patients will start to look elsewhere. Don't cancel except in the case of a real emergency and return all phone calls and texts before you leave for the day. Patients will not pursue you. If you want to be treated like a health care professional, you need to embody the same professionalism as other health care providers.
2. Interrupting Your Treatment
If you frequently interrupt the treatment, you are more likely to lose the business you already have. You are conveying that your time and business is more important to you than the patient lying on your table. If you don't have a receptionist, either institute online booking or just wait until in between appointments to return calls, and leave a sign in your waiting room asking walk-in's to leave a message.
If your office is in a noisy place like a gym, patients will expect some level of noise. What I am referring to is unusual noises such as a barking dog or children making noise, especially if you have a home-based office. I went to a chiropractor who brought his child into the treatment room with him, which was distracting for both of us. While not all noise is under your control, minimize it as much as possible.
4. Cold Treatment Room
If your patient is cold, they can't relax. It helps to have a heated table pad and blankets, but that may not be enough, because as soon as you expose a patient's body part, they will get chilled. If you turn the heat down overnight, arrive in plenty of time to turn the heat up, or get a timer to turn the heat on earlier so your office is a comfortable temperature by the time your first patient arrives. If you get too hot, wear lighter clothes, but don't try to make yourself comfortable at your patient's expense.
5. Uncomfortable Table
Not having a face cradle, some type of support for the arms, and various bolsters to make the patient as comfortable as possible can be detrimental to your business. If your patient has to keep moving their arms to find comfortable positions or have to tense to hold their arms on table, they can't relax. You need to provide a comfortable face cradle, a place to comfortably place arms in various positions, and bolsters and pillows for underneath ankles, knees, and any other place a patient might require support. Therapists will cite cost as a reason for not investing in comfortable equipment, but it will cost you more in lost business. It is one of the best investments in your business that you can make.
6. Equipment/Office in Poor Condition
Sheets and towels that are torn and stained, equipment that does not work, and a dirty office reflects poorly on your business. Replace worn and stained equipment, and keep your office clean.
7. Too Much Talking
Sometimes, your patient may want to talk and socialize, at other times they may not. The key here is to follow the lead of the patient. Talk when they want to talk (and about what they want to talk about), then fade out when your patient lapses into silence.
8.Not Delivering as Promised/Advertised
If you claim you offer deep tissue massage, you had better be able and willing to deliver deep tissue massage. If you advertise medical massage, you had better know where all the muscles are and how to work on them. I've asked therapists (prior to scheduling) if they knew how to work on specific muscles I needed treated and they said yes, but I left their offices without the muscles being treated, in spite of additional requests during the treatments. It was obvious that the therapists did not know where the muscles were, and hadn't been honest with me when I asked them before I scheduled. If you do not know how to perform the requested service, but claim that you do in order to get the patient in your door, they are going to be disappointed. You should be honest with prospective patients about your abilities and training, which leads to the next point.
9. False Claims of Experience
I've noticed some schools offer 15-hour courses in several modalities, and students graduate thinking they have learned all there is to know about those modalities, and advertise as if they are experts. Fifteen hours will do little more than give you an overview of each modality. You cannot learn to be an expert in Swedish massage, acupressure, trigger point therapy, myofascial release, medical massage, etc., in 15 hours each. If you've advertised that you offer medical massage/trigger points/myofascial release, you need to be able to deliver the goods. If you don't, and patients have a lot of experience with a particular modality, they will recognize your lack of training and you will lose creditability. If you want to advertise that you are an expert in a particular modality, pick one or two and take continuing education classes until you really are an expert.
10. Not Asking Enough Questions
If you are offering any kind of medical massage, you will need to obtain a complete medical history during the initial visit, and an update at the beginning of subsequent visits. Gathering information helps you figure out a starting point for the treatment, allows you to identify the causes and perpetrators of pain and other symptoms, and informs you of what did and did not work during the previous treatment so that you can make adjustments to the current treatment. Also ask questions such as, "Is there anything I can do to make you more comfortable?" And, "Am I missing areas you want worked on?" Be sure to ask if the depth is too hard or too light, and adjust accordingly.
11. Not Listening to the Patient
Perhaps there is a certain body part they don't like or want worked on. Perhaps they don't like to be stretched. Perhaps they have had bad experiences with a therapist working on an area or with a technique that caused them harm in the past. Whether or not you agree with the patient that they should feel that way, that is not your decision to make; you need to respect the wishes of the patient. In any given treatment, you should keep the patient comfortable, and do no harm.
12. Not Doing What the Patient Asks
I'm not talking about anything illegal, unethical, immoral, or contraindicated. If what the patient requests is for some reason contraindicated, then by all means refuse and explain to them why you can't. But you should respect the patient's priorities and preferences and perform the treatment accordingly if at all possible. Often, it comes down to poor time management, which is very common. If your patient asks for a full body massage with a few extra minutes on their aching quads, then don't spend 40 minutes on their upper back and neck (even if you feel it needs it), 10 minutes on the back of their legs, and then be unable to complete the full body massage with the extra time on their quads. Yes, it is likely true that their upper back and neck may be knotted and need a lot more work, but those are not their priorities, for that particular treatment. You may need to be sure to flip the patient face-up 25 minutes into the treatment so that you have 35 minutes left for the anterior body, including 15 minutes on the quads.
It is the therapist's responsibility to watch the clock and figure out how much time they can spend on each area and still address the patient's priorities. It may be best to treat the priority area first to make sure you spend as much time there as the patient wants, and then divide up the remaining time accordingly, even if it's out-of-sequence from your normal "routine." You may need to give the patient a choice between spending a lot of time on one or two priority areas versus a full-body massage, but whatever the patient decides, you are responsible for managing your time.
13. Not Working on the Entire Muscle
As massage therapists, I'm sure we've all had the experience of having another massage therapist run their fingers up our sore muscle, and they stop just when they are starting to get into something that really needs some work. Learn your muscles, origins and insertions, and consciously think about them with intention as you work on them, and treat the entire muscle.
14. Smelling Bad
I have been to therapists whose feet, armpits, or hands smelled so badly that I had to hold my breath every time they got near my head. Smokers' clothes, hair, and hands can really put off someone who doesn't smoke, and hands can be especially bad when covered in massage oil, even if you have not smoked in the clothes you are wearing.
15. Poor Attitude
Perhaps you haven't had a vacation in a long time and are irritable. Vacation is a tough one in our line of business – we are afraid to take time off when it is slow, and afraid to take time off when we are busy, so we often don't take enough breaks. Since it starts to affect our attitude eventually, it is better to go ahead and take that time off, or your business will suffer anyway. I had one patient tell me she stopped going to a massage therapist because the therapist acted like "the world owed her a living." Your patients do not owe you anything, except payment for a job (hopefully) well done. Acting arrogant and superior also does not sit well with patients.
If you are otherwise a very talented therapist, you may not lose many patients with one or even a few of these "no-no's" (depending on which ones), but several can add up to a poor overall experience. To a point, I'll offer feedback like, "I'm really cold in this room" or "can you please be sure to leave enough time to work on my abdomen this time, or perhaps start face-up today." And if you fix/accommodate those concerns, I'll keep coming to you if I like your technique and attitude. Many patients won't even offer that much feedback; they'll just stop coming and you'll never know why. A patient is unlikely to tell you that you smell bad, that they don't like your attitude, or that you are not professional enough.
If you are looking for feedback on your business practices, trade with other therapists who are more likely to give you broader, honest feedback; it is a good way to gain an understanding of how patients view you and your business. If you are having problems with patient retention, consider that one or more of these mistakes are impacting your business, and make some changes.
Valerie DeLaune is a licensed acupuncturist and certified neuromuscular therapist. DeLaune has authored eleven books on trigger point self-help techniques. Pain Relief with Trigger Point Self-Help, a book on CD ROM was released in 2004 and the print format was released in 2011. DeLaune teaches workshops in the U.S. and currently resides in Alaska. For more information, visit www.triggerpointrelief.com.
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