Between the 3 offices and 6 doctors collectively, we see dozens of new patients each and every week. Although each patient is an individual case and presents with a slightly different problem, our approach and protocol does not waiver. I often hear from patients that there is such a wide and variable spectrum when it comes to chiropractic, and the offices they have been to. Some have a very high pressure “plan-based” approach, while others feel like they give no direction altogether. In our opinion, the best approach is one that involves taking the time to genuinely listen to the patient and completely understand their complaint and problem in its entirety, and then providing a thorough and well-proven protocol to provide them with the solution they are searching for. But a patient should feel included and like an active participant in their treatment. That is what we strive to deliver here at IHS. Now let’s get into what that plan entails, and what your experience will look like from the start. In this blog, we will discuss the scheduling process, new patient “onboarding”, the check-in process, the doctor introduction and the appointment itself.
Let’s begin with the scheduling process. At some offices, even getting scheduled to be seen can be a headache in and of itself, creating a negative energy and experience from the beginning. At IHS, we strive to create a pain-free process from start to finish. This entails several different ways to schedule your first appointment. The first, and most common option, is calling the office directly and scheduling with the front desk staff. While all three offices have an individual front staff, there is a universal phone number that can be used to reach each individual office. This prevents patients from having to remember specific numbers in order to reach an office directly. It also ensures that, regardless of which office is called, the phone will be answered, and a staff member will assist you throughout the interaction. Each front desk staff has several computers with access to the office schedule. This creates an easy flow to ensure that if desired, you are able to schedule with the specific doctor you would like. It also allows the front desk to easily see what is available to best accommodate the schedule of the patient.
The second, and newest option, is online scheduling. IHS has adopted the ability to schedule your appointment online with each of the available providers. This does not stop at the new patient visit, and can be done at any point in time for any patient.This creates an ease for those that may not enjoy a direct and personal conversation, and would prefer to handle this process electronically. It is also helpful for those who may be scheduling after office hours or during their workday when a phone call is not available. While this process may be new, it has been thoroughly tested and proven to be just as simple as the physical call-in method.
Whichever option you choose to use, the next step will be obtaining the necessary information to create the new patient appointment. Obviously, the simple information such as first name, last name and date of birth are the first things to obtain. The patient will also be asked for things like available medical insurance, and a usable email address along with a phone number. This is to ensure that each patient obtains the necessary paperwork to be able to complete prior to their visit. The paperwork is typically sent as an email or as a texted hyperlink to send all required forms to be completed prior to arrival. While this is not absolutely necessary, it ensures a stress-free start to your first visit. If the paperwork is not completed online, there are also hardcopy forms available at each office if preferred. As this step is necessary before a patient can be seen, there are several different ways to complete the paperwork, whichever is easiest. There are four individual items sent to each new patient, including the new patient registration and informed consent, the patient history, HIPAA compliance, and a financial policy. These forms ensure that each patient is well informed, and the doctor has all necessary information prior to even seeing the patient.
Next, we will discuss the check-in process. If all necessary paperwork is completed prior to arrival, the only other pieces of information that you will be asked for a physical copy of identification and an insurance card, if being used. These can also be sent over prior to arrival. This ensures the patient is identified and the correct person is receiving treatment, and allows for verification of health insurance. If the health insurance is verified, both the doctor and the front desk can give the most accurate and up-to-date information regarding pricing for that day and each subsequent visit. If a patient is not using health insurance, there are also affordable out-of-pocket rates that do not change visit to visit.
When you first walk into the office, you will be greeted by the front desk. This is primarily going to be the specific front desk associate, however, the doctors will occasionally also be stationed upfront. This ensures that the doors are monitored at all times, and you are greeted upon entry. After greeting, you will be asked how we can be of assistance on that given day. This allows the front desk to physically check you in upon arrival, and communicate to the doctor that their patient has arrived. Once checked in, and all necessary paperwork and identification or insurance cards have been scanned in, the doctor will be notified and will shortly retrieve you from the front.
This leads us to the doctor’s introduction. The doctor will first go to the front desk, staff to grab a clipboard and a piece of paper known as a therapy log. The therapy log is a tool used by the providers to convey all necessary information ranging from treatment plan dates to treatment options and even exact services given on any specific day. This provides a visual aid for the patients to register and understand all information being given to them, and also follow along with their treatments each day. They are there. Once the doctor obtains those two items, they will call out for their patient to bring them back to the room. This begins with a warm greeting, followed by a basic office tour. You will be shown everything the office has to offer, ranging from restrooms to passive modalities like cryotherapy, and the infrared sauna, and then lastly, your specific treatment room. Once you’re shown to the room, the examination will begin. This is typically done through a simple transition such as “so please tell me about what it is that brings you in today”.
At this point, the patient will have the floor to share their understanding of their problem, and give the doctor any and all information. While the doctor will ask a handful of questions to obtain further clarity, this section is usually reserved for active listening. This ensures that firstly, each patient feels genuinely heard and understood. Then the doctors will ask their questions to make sure they have all information necessary to ensure a specific and effective treatment plan. These questions will begin as simply as, “Where exactly is your pain?”, and will progress to deeper understanding like “How are these connected?” and “Is it more achey, sharp, burning or dull?”. While this process can feel occasionally like it is shortened or rushed at other facilities, each new patient visit at IHS lasts a whole hour to ensure that you are fully understood, and are able to give all necessary information and ask any and all questions. Since our providers are unable to perform surgery or prescribe medication, it is imperative that they fully understand each patient and their specific problem to best provide an effective solution. That means that roughly 20 to 30 minutes of this visit will be reserved. The next step will be a functional examination. This is where the doctor will have you typically standing and performing simple motions and tasks such as reaching forward towards your toes, turning your head side to side and more obscure tests to hone in and target specific joints, muscles, or even nerves. This ensures that from a medical perspective, the doctor understands the functional capabilities of the patient and gets a true understanding of the problem.
Once the exam has been completed, the patient will then return to a position of comfort and the doctor will go into describing the responsibility of the therapy log. The doctor will first go over their findings and write down their understanding of the problem to ensure the patient also knows what they are thinking. Next, the doctor will go into a specific timeline for the treatment plan. Treatment plans can typically range anywhere from 3 to 8 weeks, with a variable number of visits per week. Depending on the problem and the doctor’s findings, this plan can vary. Next, the doctor will go into the different treatment options and what they think is in the best interest of the patient.
The four available treatment options the doctor will choose from include: A version of medical acupuncture referred to as dry needling, a plethora of soft tissue manual therapies, the chiropractic adjustment and a dynamic, functional rehab rehabilitation. Each of these treatment options are designed and given for a specific purpose to target a different perspective of patient pain.Dry needling, and soft tissue are directed specifically towards muscle tension and spasm control. Dry needling more specifically works with the nervous system directly through the muscular skeletal system. Soft tissue manual therapy is directed specifically at the muscle being treated. The chiropractic adjustment is the most common treatment given by chiropractors, and therefore the most understood.This involves a mechanical force being applied by the provider into the joint space to improve range of motion, reduce pain and increase the rate of effective response in the body. Lastly, dynamic rehab rehabilitation is where the doctor will provide stretches, exercises and specific information regarding functionality or ergonomic awareness to not only reduce your pain, but prevent it from occurring in the future.
Next, the doctor will discuss price points. This varies depending on specific insurance companies or out-of-pocket pricing. If using medical insurance, not only does each company (Anthem, United, Cigna, etc) assign different rates per service, but each individual plan has differing benefits. This can include deductibles, co-pays, and even services that are covered. This means that each treatment price and responsibility will be different for a majority of those coming in, and is why that cannot typically be given over the phone or known ahead of time. After all of these discussion points, the last 20 to 30 minutes of the new patient appointment is typically reserved for treatment. While it is not required, the patient will be informed of what the provider can do that day to assist with the pain and begin the treatment process.
Content Provided By: Dr. Jordan Miller
