The Secondary Insurance Plan
I have a patient that has Medicare, but also has a secondary insurance plan that does cover acupuncture. How do I bill Medicare to get a denial so that I may bill this secondary payer?
Why Take X-Rays When You Already Have an MRI?
Let's clear up the issue regarding the efficacy of plain-film studies when an MRI study has already been performed. I review imaging studies primarily for chiropractors, and often their patients have been to other health care providers before finding their way to a DC.
The Certified Practitioner
Certified Chinese herb practitioners often identify themselves with the credentials "LAc" (Licensed acupuncturist).
#TechPain: Causes, Solutions
For the past several decades, the science of ergonomics has blossomed. The workplace is much safer and life is generally more pleasant thanks to the application of ergonomic principles.
Does Dairy Cause Dampness?
The topic of dairy consumption was brought up at a scalp acupuncture seminar I recently attended.
The Classical Texts & Integrative Medicine
The acupuncture profession has been undergoing many changes in the past years. There has been a shift towards a more integrative approach to medicine as more hospitals include integrative departments.
The Hidden Hip in LBP: Critical Screening Tests
In 1998, Harvey used this test on 117 elite athletes and found excellent interrater reliability to differentially assess iliopsoas, quadriceps or TFL/ITB tightness.
Trending: CBD / Hemp Oil
A recent survey of DCs regarding cannabidiol (CBD) / hemp oil provides food for thought as to the viability of CBD-based products as a component of chiropractic patient care. Here are some observations from the executive summary of the survey:
"Community Care" for Vets: It's Really a Big Deal!
As a preamble, while I regrettably never served in the military, I have the highest respect for those who did and those who currently serve.
NCCAOM: A Route to National Certification
The National Certification Commission for Acupuncture and Oriental Medicine (NCCAOM) is offering a route to achieve national certification—without having to take any of the NCCAOM exams. This is specifically for California licensed acupuncturists that meet the eligibility requirements.
Autoimmunity, Gut Health and Diet: Connect the Dots
According to the National Institute of Health (NIH), autoimmune disease is recognized in approximately 24 million individuals in the U.S., consisting of more than 80 various disorders that contribute to the top 10 causes of death in female children and women of all age groups.
Vaccines & Autism (Part 1)
It turns out chronic inflammation is the driver of autism expression. Unfortunately, those who emotionally embrace the vaccine issue rarely, if ever, consider this relationship, which hinders a rational view of the vaccine issue.
UnitedHealthcare Can't Seem to Keep Chiropractic Down
AA decade ago, UnitedHealthcare announced changes to its chiropractic services policy that declared manipulative therapy for headache unproven.
Treating Pain With Nutrition
Back in 1910, when D.D. Palmer published The Chiropractor's Adjuster and introduced the world to what he called the "triad of health" – thoughts, trauma and toxins – he explained that the body can only be made optimally healthy if all three aspects of health are addressed.
Help Shape the New Neck Pain Best Practices Guideline
The Clinical Compass (originally the Council on Guidelines and Practice Parameters – CCGPP) has issued a call for interested chiropractic clinicians to help shape a new best practices guideline for chiropractic care of neck pain.
It's All About That Ki
As an industry are we shifting too much toward a Western mind set? We strive to understand how acupuncture works using imaging and extensive studies. We spend numerous hours of our training learning Western medicine and learning to speak their language. What happened to our core though?
Art of the Associateship: It's OK to Trust, But Verify
Trust is a valuable part of any business relationship. It serves as the foundation for all business operations and ultimately long-term success for owners, employees and customers. This is especially true in the world of health care.
Blockchain Health Records?
Keeping data secure has become a nightmare for the average consumer. Just consider general user account hacks on Yahoo (3 billion records compromised), eBay (145 million records compromised) and Facebook (87 million records compromised), to health record breaches involving Anthem Blue Cross (78 million records compromised) and TRICARE (almost 5 million records compromised).
A Resting of the Soul
In my pursuit of being a skilled health care provider, I focus on reading journals, attending classes, staying current on medicinal research, and choosing the correct billing codes. However, most of us would never have started down this career path if there wasn't something more.
CBD for Athletes: The Advantages of Cannibidiol
For athletes, pain is often part of their sport or activity. And to a certain extent, it is to be expected. However, after pushing themselves to the limit, soreness and fatigue set in, hampering their ability to perform and recover.
Reducing Hip, Knee & Shoulder Replacements (Part 2)
In the first article in this series, "Early Detection Reduces Hip, Knee, & Shoulder Replacements," I described time tested screening procedures and perspectives as indicators of when to encourage your patients to seek further medical evaluation.
End of Life Treatment
TCM looks death in the face. We do not camouflage it as if it were poisonous. "We must allow our patients to die but we cannot allow them to perish," was my first lesson the day I met my teacher as a teenager.
Why the Automatic Denials for Modifiers 25 and 59?
Your experience is one shared by many chiropractic providers who bill through those plans. It appears to be the national trend, but by far is more prominent in Texas and Illinois.
Valuable Adjunctive Therapies
Based on the latest CDC statistics, more than 795,000 Americans have strokes per year, 140,000 of which are lethal. Approximately 87 percent of all strokes are ischemic with an estimated health care and missed work cost of $34 billion annually.1
Confessions of a Former Drug Rep: Statins Are Endangering Your Overweight Patients
As I sit at my desk on the sixth anniversary of my successful liver transplant, I can't help but reflect on what caused that life-threatening ordeal. Looking back on my personal situation, I want to offer my insight into what is happening routinely to many patients.
Facebook Marketing 101
Many of the health care practitioners we work with have smaller practices. The provider tends to wear many hats – office manager, salesperson and healer.
News in Brief
WFC Among Founding Members of Global Rehab Alliance; HealthSource Selects GoChiroTV as Exclusive Digital Signage Partner; Western States' Online Degree Programs Among Best in the Nation; Logan University, University of Missouri-St. Louis Forge Partnership.
Doc, Are You a Social Media Holdout? Your Future Is Now
Whether you like it or not, to compete in any business, even chiropractic, you really should know and consider using social media. It is no longer a small, sleepy, local world we live in; it has become a far-reaching community.
A Bold Strategy to Take Chiropractic to New Heights
Building public awareness of an entire profession requires strategic planning – especially when it pertains to the exploration of ground-breaking marketing tactics that target new audiences with key messaging about the value of chiropractic care.
April, 2009, Vol. 09, Issue 04
Make Your Client's Experience Memorable
By Jenn Sommermann, LCMT
A plethora of competition, coupled with a struggling economy makes for tough business times. There is no doubt that our massage industry has experienced a population explosion since the turn of the century and rivalry abounds. There are probably very few, if any, massage therapists who are the "only ones" in their town. Now we see competing spas and franchises opening up in record numbers at every cross street and massage schools turning out graduates in record numbers. Added to these quantitative challenges is a tough fiscal period. Most of us have been affected in one way or another. The weekly client may now only come every two weeks, or the monthly client may now only schedule for every five weeks. Some clients may have dropped out altogether, in order to pay for their higher priority items. It will get better but it's challenging now, to say the least.
What's a therapist to do? I know I paint a bleak picture and you may be wondering what can be done, if anything. In my opinion, it all comes down to the client experience and what your clients will remember about you. There's a saying that 'no one will remember your words or your actions, but they will remember how you made them feel.' Think back over your life and I am sure you will agree. The specifics about people, places and events may be fuzzy but the feelings linger. The feelings are what created the memorable experience. The same goes for a massage session. It must be memorable and lasting, in order for your clients to want to return. After all, isn't that what we want? Client retention is the key to business success. Turn your massage session into a memorable experience and your clients will return more frequently.
At this point it is necessary to objectively look at the services you provide, including the business side of your practice. The experience starts long before a client walks into your treatment room and unfortunately, this area is often overlooked. Instead, I see therapists flock to hands-on continuing education, adding modalities to their bag of tricks, in hopes of becoming more successful. While a varied arsenal of techniques is imperative, it rarely brings clients in your doors or gets them to reschedule. It is the "little things" that clients rave about, tell their friends and come back for. Below are some things to consider when assessing the experience you provide for your clients.
Assessing Their Experience
Is it easy to reach you on the phone? Do you actually answer your phone or at least, return a call within a few hours? This tiny detail is so critical to a client's happiness, especially in today's fast-paced world. It is easy for a client to just try another number or book with a therapist who calls back first. I recommend routinely checking voice mail and returning calls every two hours. Clients will leave messages if they know you return calls promptly.
Is it easy to find you? And are there clear directions for what they should do once they get there? Not all of us can afford an assistant to greet our clients when they walk through the door. Most of us have clients enter an empty room and wait. That's OK, but what is the atmosphere when they arrive? Is there something to read or clear instructions regarding paperwork? Do you have a sign directing them to the lavatory or to refreshments (water/tea or fruit)? This is precious marketing time and a great opportunity for your clients to read about other modalities you offer, products you sell or the benefits of consistent massage therapy.
I won't address the actual massage, as I feel this is so individual and personal. I am also not a technique coach and don't feel this falls into my area of expertise. That said, you must consider a few things regarding the treatment. Did you provide a place for your client to put their things? A hanger for their jacket? So simple but overlooked and often replaced by just a hook. I don't know about you but I don't like to hang my nice leather jacket on a hook. Is the room warm or cool enough. Nothing turns me off faster than being cold. With inexpensive table warmers, there is no excuse for a client being chilled.
Did you offer a music choice or a lubricant choice? Clients like some choices and control, especially on their dime. This is a joint venture. Include them in the process. You are not "doing a massage" to them; you are entering into a healing session with them. How much are you talking? Rule of thumb: answer a question but don't ask another one. Engage only as much as they want and don't initiate conversation. Silence is really golden and very healing.
What is the last thing that happens when you end a session? Do you ask for feedback? Rather than just ask, "how was your massage?" (which is likely to illicit a vague response), be specific. "Is there anything you liked about your session or anything you would like added next time?" Planting a seed about a "next time" is a powerful message. To that end, do you ask a client to reschedule? Do you offer water/tea or fruit? Do you offer the client any exercises or take-away information? I like to walk my clients out the door, instead of just saying goodbye and having them exit on their own. Somehow the image of me waving goodbye from the front door seems more hospitable and welcoming for their return. Again, simple but many of my clients have commented on it.
An experience means different things to different people. In a sea of massage therapists and with clients becoming more savvy and conscious of where they spend their money, it is imperative to create lasting memories. Look beyond the treatment to what else you offer; and if it is average, work to improve it. Simplicity goes a long way. Still at a loss of what to do? Go get a massage from someplace new. Be a detective and look at all the details of their practice. Does something stand out? If so, replicate it. If not, you at least got a massage and can be the role model for your clients.
Click here for previous articles by Jenn Sommermann, LCMT.
Join the conversation
Comments are encouraged, but you must follow our User Agreementcomments powered by Disqus
Keep it civil and stay on topic. No profanity, vulgar, racist or hateful comments or personal attacks. Anyone who chooses to exercise poor judgement will be blocked. By posting your comment, you agree to allow MPA Media the right to republish your name and comment in additional MPA Media publications without any notification or payment.