Retention Analyzer. 1. Pre-Call: The CA or DC pre-calls NPs to remind and greet them using FSM scripts. Non-existent Excellent

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1 Retention Analyzer Name: Rate your practice on the following 26 Five Star Retention items, with 10 being the best or most consistent and 0 being the worst or absent from the practice. 1. Pre-Call: The CA or DC pre-calls NPs to remind and greet them using FSM scripts. 2. Greeting New Patient: CA or DC greets NP when they arrive at the office using FSM scripts. 3. Initial Conversation with NP: DC strengthens relationship with referral inquiry using FSM scripts. 4. Pre-Consultation Statement: DC sets the stage, tone and pace of the relationship using FSM scripts. 5. Consultation: DC, NPA, or CA takes patient history using FSM form and script. 6. Post-Consultation Statements and Questions: DC or NPA closes history with FSM script. 7. Pre-Exam Statement: DC or NPA frames the examination using FSM scripts. 8. X-Ray Conversion: DC explains the need for x-rays or scans using FSM scripts. 9. Taking X-Rays: DC or CA takes and analyzes x-rays for structural problems. 10. First Day Release: DC or CA books ROF and gives patient the Home Care Sheet using FSM scripts. 11. Report of Findings: DC does FSM ROF. 12. Written Care Plans: DC explains a written care plan using FSM scripts. 13. Written Financial Agreements: DC or CA explains the patient s financial options and gets a commitment. 14. Keep Accounts Current: DC or CA extracts first and following payments according to the written plan. 15. First Adjustment Explained: DC explains possible results of first adjustment using FSM scripts NE Blakeley Street Seattle, WA Phone: (800) Fax: (206)

2 16. Orient Patient to Office: DC or CA gives the patient a tour of the office using FSM scripts. 17. Multiple Appointment Plan: DC or CA books multiple appointments and enters them into the schedule. 18. First Adjustment Call: DC calls the patient after first adjustment using FSM scripts. 19. Three Phases Chart Explanation: DC takes patient through open chart quiz on 4 th visit. 20. Chiropractic Patient Curriculum: DC educates patient using the FSM continuing patient curriculum. 21. Re-Exams On Time: DC, NPA, or CA does the patient s re-exams on regularly scheduled intervals. 22. Re-X-Rays: DC, NPA, or CA re-x-rays patient to measure structural changes. 23. Re-Reports: DC meets with patient to explain progress since last exam and next care goal. 24. New Patient Orientation Class: DC regularly teaches NPOC. 25. Present Time Consciousness: DC, NPA, and CA practice PTC on all patient encounters. 26. Present ChiroCare: DC presents wellness care after relief and correction. To find your Retention Score, total your scores for each of the 26 items Exceptional! Excellent Good Mediocre Poor You need to immediately implement more of the above Five Star Retention tools! 2301 NE Blakeley Street Seattle, WA Phone: (800) Fax: (206)

3 Five Star Patient Retention Audit 1. List the last 100 new patients. 2. Patients with no future appointments are assumed lost or quit. 3. Tally the number of visits patients received before they quit. 4. Graph where patients quit their care plan. What patterns do you notice? Name Quit Date # of Visits Comments

4 Name Quit Date # of Visits Comments

5 Five Star Patient Retention Audit Graph 1. Plot the number of patients lost on each visit number. 2. Connect the data points to see the trend. What patterns do you notice? Patients Lost Visit Number