Even the best chiropractors and their staff have bad days and yes, even bad patients. While there are a myriad of ways to prevent a bad day, the bad patient can be handled rather simply and, in fact, NEEDS to be handled effectively and efficiently.

Chiropractors at large are a bunch that love to please their patients and for the most part, we do regularly. But it is interesting to me how FAR we go to please even the patients who, quite frankly, are either not please-able or are ones that you would be better off letting go. Instead we drive ourselves nuts and make our staff miserable endlessly trying to cater to the ultra-demanding patient as if our whole business will crumble if they leave.

The reality is a beautiful aspect of our business. Rather than being dependent on a small handful of large clients, our income is derived from thousands of small transactions. What this really means, then, is that the departure of one patient is not a big deal income-wise. But even removing income from the picture, one really bad patient has greater potential to ruin your day, frustrate staff and lower morale than a dozen good ones. Those two reasons combined are exactly why many chiropractors need to toughen up and realize that not every patient is a good patient.

Building Better Patients & Booting Bad Ones

1.  Define “good patient” – the classic definition is one who pays, stays and refers. Regardless of your definition, it should be clear who your ideal patients are and also clear who they are not. If you don’t draw the lines, some patients will forever push the limits and it may be possible for you to feel extremely trapped and miserable in your own business! Instead, define your good patient and begin to recognize (and remove) those who do not fit that definition.

2. Teach people how to treat you and your staff. A few years ago, I had a patient who routinely waltzed into my practice with an interesting, but obscenity-laden greeting. He thought he was funny; no one else did, including the granny’s occupying the waiting room. But worst of all, his foul mouth was combined with a high “creep factor” that caused one of my female staff members to be extremely uncomfortable in his presence. Once I found out that she and other staff members intentionally avoiding dealing with this less-than-stellar patient, the choice was simple. I reviewed my definition of a good patient and wouldn’t you know: he failed almost every criteria I had defined except one (he did show up for his appointments). Easy decision for me: have a talk with the patient. Either clean up your act or leave. He left, we didn’t cry and we didn’t miss the 5 visits a year he graced our office either.

3. Corral the Chronic No Shows:  Similarly, we had a chronic no-show patient who drove my massage therapists nuts. They were scheduled for an hour massage and Mr. I-Don’t-Own-a-Watch would routinely miss because he lost track of time. He was always super-apologetic, but the fact remained that his no-show affected our income. While my therapists were not able to be tough with him, I lowered the boom to protect them. First, we corralled his ability to schedule anytime (i.e. prime time appointments). When even that failed, we eventually limited him to becoming a walk-in client only. He begrudgingly agreed and understood. Then, the most amazing thing happened. Every time he was in the waiting room, he would BRAG about how awesome our office was and then simulataneously WARN them that we ran a tight ship and chided the patients not to miss their appointments less then end up on “will call island” like him. Problem solved.

4) Refer or Refuse: Sometimes the best way to handle a discontented patient that won’t be satisfied no matter what you try is to politely send them elsewhere. YES, you can legally fire a patient and there are times when you should refuse to treat them. On the other hand, if you know someone who would serve them well (and the two would get along), make the recommendation. If the patient so awful you wouldn’t want your worst enemy to see them, have a printed list of chiropractors in the area and let them figure it out for themselves.

Final Thoughts

No one wants to work in an office where there are no rules, where staff attempt to enforce policies and the doctor backs down or where patients instill fear and loathing in your employees.

Do yourself and your staff (and perhaps even the patient) a favor and teach people how to treat you. Remember, you are trying to help them. They have willingly chosen your services, therefore you should be able to reasonable define the terms of agreement.

In the end, your staff and your patients and YOU will like it much better!  And you will soon notice that your practice is filled with GREAT patients and not so many “bad” ones!