New Patient and ROF Day
What treatments are not typically available for new patients on their day 1?
Adjustments, decompression
What does EMS do and how does that help the patient?
Stimulates the production of enkephalins and endorphins. These are temporary natural pain killers and muscle relaxants.
If a patient has questions about their insurance, what do you tell them?
Talk to Denise
What topics are we not allowed to discuss with each other?
Inappropriate personal issues, how much we are paid, patient sensitive information that doesn't apply to anyone else.
What are the most common areas injured in a car accident?
Neck and lower back
How do forward and reverse curves on the neck and back affect the patient?
Springs and gravity. Neck and low back curve forward is generally good. Thoracic curve going back is generally good.
No curve when looking front to back of patient is good.
Who is taller between Matt and Jeff?
Jeff
Why is important to immediately start an ROF (that paid) on treatment?
Immediately Engages ROF in their healing process which lessens buyer remorse fears.
How does the decompression machine target specific spinal discs?
What is actually happening within the body at the disc level?
Geometry arc of a curve targets the level.
For degenerated, herniated, and bulging discs, the pressure is reduced to a -200mm of mercury (negative pressure) which sucks both the disc contents and hydration back to where needs to be.
What services are typically not covered by any insurance?
Laser and decompression
What steps do we need to take if we are sick and cant come in?
Get a substitute and call Aprl
$3000
To what degree can we rejuvenate discs when a person's disc is severely degenerated?
Anywhere from 0 up to 50% of the lost disk space.
How many kids does Jeff Have? (DNA Confirmed)
2
On new patient day 1, Why do we collect insurance information even though they already paid for the $37 special?
1. We need it to verify future costs and potential coverage care, if the patient elects to move forward with a treatment plan.
2. We have report daily services rendered (even if insurance doesn't cover it) to Medicare and insurances that we are in network with.
Why do patients need to come for so many visits with decompression?
The decompression pulls the disc content back into its proper place, along with hydration for the disc. This stimulates some healing per visit. When the patient leaves, the disc starts pushing back out. 2 steps forward followed by 1 step back. Too much time in between will take it 2 steps back.
Each visit helps it heal more and more.
How can Pre-Paying for a treatment plan actually benefit the patient?
Patient's compliance to attending their visits and follow through is statically much higher than if they paid per visit.
This also means patients overall get BETTER RESULTS when they pre-pay for treatment
Where and when should financial things be discussed with patients?
In private. ROF related should be referred to Denise. BTM's should be in private or on the phone.
How long after a car wreck does a patient legally have to get care?
Statute of limitation is 2 years to file a claim and 5 years to settle a claim
What are differences between the laser settings and why they help different issues.. like pain ... plantar fasciitis.. neuropathy..etc?
Different settings create different outputs of joules (energy) to stimulate specific cells types.
Different tissue types require different amounts of stimulation. Too much or not enough stimulation will bring less optimal results.
The stimulation signals the cell to reduce inflammation (pain) and speeds up cellular reproduction (new cells / healing)
PHOTOBIOMODULATION
What states did Matt and Jeff do their Chiropractic school in?
Texas and Califiornia
In what ways is the new patient day 1 more important than the ROF day 2, with regards to a patient signing up?
We get 1 shot at making a first impression. The more we can exceed the patients expectations on day 1, the less we have to "sell" or push on day 2.
Day 1 should be an A+ with how we pamper and deliver the patient experience.
Why is laser with decompression better than just decompression alone?
Laser speeds up healing by almost 40%. Photobiomodulation.
Disc material is a slow responding tissue to heal. Age, health, poor blood flow and many other factors slow healing. Laser speeds this process in these areas that are difficult to heal.
What 4 kinds of financial options do ROF patients have to pay for their treatment plans?
Pay in full
Care Credit
In house financing
Pay by the visit
What behaviors contribute to a good staff culture and what behaviors wont be tolerated?
Help first attitude. Self accountability to manage personal emotions, words spoken, and attitude in general.
Grumpiness in general, verbal outbursts, mean moodiness, passive aggressive comments, blaming others for our behavior, and other lame stuff.
If someone is in a car accident, why should they get evaluated as soon as possible, even if they aren't having any symptoms?
Some injuries are asymptomatic... initially. Specifically when spinal ligaments are injured, they don't hurt but they create cause that area many problems later on.
Untreated, the body loads a lot of abnormal scar tissue where these ligaments are injured.
Treated, the body loads scar tissue, but in the proper way that avoids future problems.
This process starts day 1 after the wreck and the scar tissue is most aggressive in the first 6 weeks.
Why doesn't the health insurance cover some therapies and why do we still bill insurance?
And is that something being told to patients in the ROF?
The answer is different between insurance companies with what they cover and don't cover. Laser and decompression aren't typically ever covered.
We bill insurance companies regardless of their coverage because we agreed to that in our contracts with them.
The patient is usually told in ROF's what is typically covered and what isn't.
How many marathons has Matt done?
Way more than Jeff
How is phase 1 and phase 2 of treatment plans presented in ROFS?
How do case supervisors know when to move on or not?
Phase 1: Ideally get patient to a MTB Maximum therapeutic benefit.
Phase 2: Strengthen for long term stability.
What happens??? Some follow this...others need longer to reach MTB...others reach and fall and reach and fall... a few reach it earlier than expected.
How are adjustments good for patients (short-term and long-term) and what does it mean to have "stuck bones" scientifically?
Frees up the nervous system...which controls everything.
Releases fixated joints which increases range of motion and allows for optimal movement.
Stimulates joint and muscle receptors which improves coordination and balance.
Mechanically aligns the skeletal frame, Wears out slower, avoids injury, minimizes pain when injured
A million more things
If a patient pre-pays for a treatment plan and requests a refund at some point, how is that calculated?
If a patient needs a refund, they are refunded the total amount they paid MINUS the full cost of the individual services they received.
What is the policy when NP's and ROF's no show for their visit? How soon should they be contacted?
What is he policy for regular patients that no show?
What about repeat offenders?
Call them within 15 minutes of being late to reschedule. Kill them with kindness
Regular patients have a 3 strike warning, then we shoot them.
Exceptions: PI patients and cool patients
For decompression repeat offenders, after 3 no shows, we need a $25 deposit that we will refund back to them when they show.
In Utah, if I'm in a car wreck and I'm not at fault, who's insurance pays for all of it?
Who's insurance do we send all medical associated bills to?
Who's insurance directly handles fixing the car?
My insurance pays for the $3000 minimum or what ever the policy amount is that I have. My insurance is then reimbursed by the at-fault insurance.
All expenses beyond the policy limits are usually best handled with an attorney. Some at-fault insurances will openly cover beyond the limits.
Car fixing is handled directly with the at-fault insurance company.
How do we compare in pricing to other clinics or other options?
Comparing apples to apples. Chiropractic services we are similar to most in our area.
Spinal decompression and laser we charge more and its deliberate. Most docs that do spinal decompression and/or laser treatment, they have entry level equipment and minimal experience with how work with it.
We have the best equipment available and we have almost 30 years of combined experience as chiropractors.
Dr. Smith has been working with spinal decompression since it was introduced to Utah in 2005. Without arrogance, I'm pretty sure that I've worked with more spinal decompression patients than any practicing doctor in Utah.
Our Decompression pricing $3k to $4k. Which is fair with the equipment we use. Other clinics charge $1500 using crappy equipment and they get crappy results.
One clinic in Ogden charges $7000 per patient and another clinic in Layton charges $12000 per patient
Who's more handsomer?
Jeff, by far....but Matt's humor and witt and intelligence and his all around humility makes him one of the handsomest people to ever live.