resourcesABOUT MT AUTHOR GUIDELINES CLASSIFIEDS EDITORIAL CALENDAR MEDIA GUIDE MASSAGE MART SCHOOLS & EDUCATION FEEDBACK
A Simple Protocol for Holiday Stress
It's winter, a time when we should be deep in reflection, eating warming foods and sleeping long hours. Following nature's rhythms, we restore our bodies and minds in preparation for the renewal of spring.
6 Steps to Make 2017 Your Best Year Yet
People often ask me what defines success. Success, for me, is simple: doing exactly what you want to do in life. Whether it's the kind of practice you run, your life at home, your hobbies or something else, it's achieving anything you put your mind to.
Meshing TCM With Environmental Pediatrics: Where's the Overlap?
Pediatrics has a long history within Chinese medicine dating back to the late Han dynasty (i.e., the late 200s CE), with the two primary areas of emphasis being herbal medicine and xiao er tui na (pediatric massage).
DVT: Know the Signs and You Could Save a Life
I lost a friend several months ago. He died from a pulmonary embolism (PE) secondary to a deep-vein thrombosis (DVT) that originated in his lower leg. Bobby was in his mid-60s, soft-spoken and had a big heart.
Southwest Acupuncture College Brings It to Division 1 Athletes
When Michael Phelps' photograph with the distinctive round marks left by cupping went viral, the Division 1 student athletes treated through the Dal Ward Athletic Center at the University of Colorado (CU) could relate.
Can a Multivitamin Reduce Breast Cancer Recurrence?
There is a great deal of controversy regarding the value of multivitamin supplements in cancer prevention. However, with respect to preventing breast cancer recurrence, an important study was published in the Journal of Breast Cancer Research and Treatment in 2011 by Kwan ML, et al.
Another Chance to Make a Difference
Just a few months ago, "the worst natural disaster to strike the United States since Hurricane Sandy" hit Louisiana. During this storm, one area experienced 31 inches of rain in 15 hours as almost 7 trillion gallons of water rained down in just one week across the state.
Dedicated to Defending Chiropractic
Whether you're a veteran DC or a first-trimester student, the name George McAndrews should be part and parcel of your professional vernacular, as familiar as the word chiropractic.
A Letter to the Profession from the New President at AAAOM
Volunteering for a national, nonprofit organization brings with it such highs, lows, and accomplishments, as well as a steep learning curve.
Herbs for Digestion: The Power of Bitter
Many cultures (and indeed herbal clinicians) around the world have long respected the role of bitter herbs and foods for promoting digestion. For example, aperitifs – drinks consumed before a meal to stimulate appetite and digestion – were originally derived from bitter herbs.
Overuse Injuries in Young Athletes (Pt. 2)
Most overuse injuries are benign, but there are some high-risk injuries that, if unrecognized or inappropriately treated, can result in significant loss in time from the sport or even require leaving the sport.
Assessing Core Stability and ROM: 5 Basic Checks
One of the first steps in addressing core stability is assessing static posture, ranges of motion, and motion of the pelvic bones, sacrum, femurs, lumbar spine and thoracic spine.
News in Brief
New President / CEO Takes Office at Yo San University. Electroacupuncture for Constipation?
A First for the Profession: CCE Accredits First Chiropractic Residencies
The Council on Chiropractic Education (CCE) has awarded accreditation to all five chiropractic residency programs currently administered at Veterans Administration facilities, "the first residency programs in the nation ever to be awarded this distinction, a significant advancement in the evolution of chiropractic education," according to a VA press release announcing the milestone.
Molecular Motors: Tiny Machines Behind the Rhythm of Life
In the clinic, we aim to restore healthy patterns of movement for qi that has gotten trapped or misdirected, or may have even collapsed. We may be focused on freeing stagnation, releasing heat or redirecting counterflow qi, but it often comes down to helping re-establish a flow of sorts.
Little Sticker, Big Impact
It's the end of an election year. Hilary Clinton and Donald Trump were the subject of conversation for everyone, everywhere for the entire 2016 calendar year. I don't think any of us can deny that this election affected us all very deeply on a personal level.
Chiro School Reunion: Whatever Happened to...?
I opened the door to the closet slowly, carefully, since I knew it contained a large number of precariously stacked file boxes. It also held numerous outdated gizmos with electrical cords of various lengths that could trip or strangle a person.
A Q & A About Updated Codes
Yes, indeed there was an update to ICD-10 on Oct.1, 2016. This is a regular update to the diagnosis coding system and this type of update will occur every Oct. 1, just as it did when the ICD-9 system was in place.
2016: A Year in the Life of Acupuncture
Happy Holidays, may you, your family and friends have peace, joy and blessings throughout this special time of year. As 2016 comes to a close, we can look back and celebrate the many events and accomplishments for the profession of acupuncture.
All Fiber Is Not Created Equal
Sometimes the best place to start is at the end. So, the conclusion of this article is that all fiber is good ... but some fiber is better. Let's break it down. There are two main types of fiber: soluble fiber and insoluble fiber.
What We Can Learn From Spine Surgery
Patients with lumbar stenosis presumably present for conservative care to improve their quality of life and avoid surgery. However, providing clear guidance to these patients can be difficult for a number of reasons.
Branding: Set Your Practice Apart
Dr. Brad started his practice seven years ago on a shoestring budget. He created his generic logo in five minutes using a website because he didn't have the time to figure out how to make something special.
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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