How do you get patients coming into your clinic, and how do you keep them coming back? These are two completely separate challenges. I’ve already addressed how to get patients in a previous video—go check it out if you haven’t seen it yet.
Today, let’s talk about how to keep patients coming back because, let’s face it, you don’t want them to come just once and never return.
My name is Hoang Tran, and I’m an occupational therapist and certified hand therapist. Over 10 years ago, I started my therapy clinic, and about five years ago, I launched Hand Therapy Secrets, my online company.
Why Patient Retention Matters
As therapists, most of the people we work with need more than one visit. Many of my patients have chronic issues that have been developing for years. Others come to me after major surgeries or after months of seeing other therapists without results.
We know therapy isn’t a “one-and-done” thing. This isn’t about quick fixes—it’s about long-term care and results. Let’s dive into what it takes to keep patients engaged in their therapy journey.
The Importance of the First Phone Call
Your first phone call with a patient is critical because it sets the tone for their entire experience with you. This is where you establish expectations and build trust.
If you’re handling the calls yourself, ask great questions to get clear on their problem. But here’s the key: resist the urge to help them over the phone. Yes, resist it! Instead, focus on learning about their needs and guiding them toward the next step.
If you have someone handling calls for you, make sure they are trained to do the same. In my OT Business Corner Program, I provide scripts and training for this because it’s so important.
Clarity Is Key
Ask the right questions to understand the patient’s main issue. For example, what’s stopping them from doing what they need or love to do?
It’s not just about measurements like range of motion or grip strength. Focus on what bothers them most, whether it’s pain during sleep, difficulty driving, or trouble with everyday activities.
Then, give them some certainty by explaining the next steps. In my clinic, patients typically choose between:
- An Initial Evaluation: A thorough assessment of their condition.
- A Free Discovery Visit: A chance to talk, ask questions, and see if my clinic is the right fit for them.
The First Evaluation: Setting the Stage for Success
The first evaluation is your next big opportunity to build trust. This is where you dig deeper into their concerns and show them you’re the right person to help.
During this visit, I:
- Address Their Pressing Questions: For example, if they ask, “Will therapy help?” I give them an honest, confident answer based on my experience.
- Provide Clear Recommendations: I explain what I can realistically achieve for them, like reducing pain or improving motion.
Confidence is key. Patients can sense if you’re uncertain, and if they don’t believe in you, they won’t commit.
Checkpoints in the Plan of Care
Retention doesn’t stop after the evaluation. Two critical points to focus on are:
- 50% of the Plan of Care: At this stage, discuss their progress and reinforce the value of continuing therapy.
- 75% of the Plan of Care: Highlight the finish line and how far they’ve come, motivating them to stick with the program.
Building Confidence Takes Practice
When I started, I knew the technical side of therapy but struggled to communicate it effectively. It took time, practice, and even some mistakes to build my confidence. Now, I can convey my expertise clearly and adapt my approach to different patients.
Tailoring Your Approach to Each Patient
Not all patients are the same. Some just want results, while others need detailed explanations. Learn to adjust based on their personality and preferences.
For example, when working with an analytical patient like a chiropractor, I explained the anatomy, scar tissue, and expected outcomes in detail. I didn’t assume they already knew everything—I made sure to walk them through the process step by step.
The Power of Honest Recommendations
Patients trust you when you’re honest and confident. For instance, I once had a post-surgical patient who was frustrated after seeing other therapists. He asked me, “Will therapy work?”
I replied, “Therapy helps, and I’ve helped others with your condition. But I need to see you to give you a proper recommendation.”
I gave him two options: a discovery visit or an evaluation. He chose the evaluation, and during that visit, I outlined what therapy could achieve for him. My confidence and honesty made all the difference.
Keep Building Strong Patient Relationships
Keeping patients coming back to your clinic requires clear communication, confidence, and setting the right expectations from the very first interaction. If you’re an occupational therapist and a business owner struggling to retain new patients, I’ve shared even more tips and insights in my YouTube video. Watch it here:
It’s packed with strategies to help you connect with your patients and grow your practice—don’t miss it!
Discover What Patients Really Need
Understanding your patients’ true needs is the foundation of building trust and delivering effective care. If you want to dive deeper into this critical aspect, check out my article: How to Figure Out What Patients Really Need.
It’s filled with actionable advice on how to ask the right questions, uncover your patients’ biggest concerns, and tailor your approach to meet their goals. Don’t miss this resource to enhance your practice and patient outcomes!
Discover Success with Hand Therapy Secrets
Are you looking to grow your skills and build a rewarding career in hand therapy? At Hand Therapy Secrets, we offer the tools and guidance you need to succeed. Whether you’re working toward your certification in hand therapy or wondering how to become a certified hand therapist, we’ve got you covered.
Our programs include resources like the CHT practice exam, personalized support from an occupational therapy mentor, and a variety of occupational therapy online courses designed to fit your needs.
Start your journey with confidence by exploring our online programs today. Let Hand Therapy Secrets help you achieve your goals and become a leader in your field!
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The material contained on this site is for informational purposes only and DOES NOT CONSTITUTE THE PROVIDING OF MEDICAL ADVICE, and is not intended to be a substitute for independent professional medical judgment, advice, diagnosis, or treatment. Always seek the advice of your physician or other qualified healthcare provider with any questions or concerns you may have regarding your health.
