Good Friday 13th to all. My morning started with a visit by the contractor who did my remodel. I want him to build a shelving unit for my file folder contraption that I have just to keep it hidden as well as a book stand for the appointment book. He gave me a rough quote and then asked if we could trade it out. I had to have him repeat to make sure I heard him right. This is where being the high S and introvert that I am decided not to answer. I am still pondering it, but probably will go with my gut and say no. Then my staff of one comes to me in tears saying her 24 year old son wants to become a girl and she does not know what to say to him. Her mother is also very upset by this. I wanted to say that you need to tell him how you feel, but the work day is not about you it is about the people coming in the door. I did not say this right away because I did not want to come across as insensitive so I did the only thing I knew to do after I did hug her. I called the coaches. Thank goodness Dr. Thackeray answered the phone. What a life saver! I was able to go back to my front desk person and in a nice kind way say that she did need to express how she felt to him and that she was not to blame herself for his decision and that patients are here for themselves and it is our job to serve them. I am so grateful for the training with DC Mentors because I think these two events would have hung me up for hours before, but within less than an hour I was able to compose myself and move through the morning.
When the training and coaching pay off(8 posts) (5 voices)
That is exciting. :) I had a staff that started on a Thursday, and was awesome!!!!, not show up on Monday (a couple of weeks ago) and I could not get in touch with her all day and on Tuesday morning arrived to a message on the machine left late the night before explaining that she was arrested on her way in on Monday and had no way of contacting me. She had a outstanding warrant apparently. You never know what you are going to get. I still think she was awesome and I even left her a vm that day telling her that as long as I can count on her to show up I did not care about her past. (After Karen googled searched to make sure it was a misdemeanor type offense) Never heard from her, oh well.
The reason I posted though is... what is wrong with "trading"? I would ask for his quote and determine that it is acceptable and then just credit him that number to his account. It just needs to be black and white what a dollar figure is, not ambiguous. Don't we all trade services with each other? Professional courtesy. Not that is comes up much but anyone else have a problem with that?
I am in agreement with Dr. Perron about getting an exact amount from the contractor and then crediting them the exact amount. There should be no room for ambiguity. My only concern with trading services is what happens if the credit amount turns out to be higher than what the patient needs are. Would this cloud the doctors recommendation judgement? For instance, recommending extra visits to use up their credit? This is one of the reasons for getting away from the "pre-pays" or "pre-scheduled" appointments. Also, is it an integrity issue? What is the real reason for "trading services", is it to avoid paying taxes? You may want to talk to Dr. Sea about this one. Just my thoughts, I am not making or passing any judgments. Any thought?
You just beat me to it Dr. Rich. I think it's difficult to maintain fair exchange in these situations for the reasons you mentioned above. It also creates more work for our front techs trying to keep up with the current "balance". I've done it in the past, and someone is going to get the short end of the stick. I always feel uncomfortable in those situations, so I don't do it. Just my opinion. Also, professional courtesy amongst each other is exchanging adjustments, which requires our time only (usually at a seminar). Easy to quantify. If someone else has to purchase materials, permits, or whatever to complete the exchange, things could get cloudy very quickly. For me, I pay for what I want and you pay for what you want. Clean and simple. To each their own I guess.
I've done exchange of service a couple of times, once for insulation work and once with a massage therapist. The insulation instance worked out better because we had a specific dollar amount quoted, once that was used up, he stayed on for maintenance visits and is still a patient to this day. The massage therapist the lines got fuzzy because he not only was thinking in terms of dollars, but also in minutes spent for the service. An adjustment only takes a couple of minutes, where a massage is usually 60 mins. We just didn't clearly define the relationship. Now he and his son still come in once a month to get adjusted and I get a massage once a month EOS. I guess it still worked out, but we had to have an uncomfortable conversation at one point regarding value of service, etc. I have another massage therapist who values her adjustments dearly (having been to several other chiros in the area) pays out of pocket with no hesitation. I agree, to each their own. Sounds like you just weren't comfortable with this EOS situation and you went with your gut so good for you!
Have you people no integrity?! :)
I would hope that if you got to the end of a treatment regimen where you would be letting them know what their options are from a discharge standpoint but a recommendation of wellness that you would settle up if that were the case. Money should not even be in your knowledge base with patients. Unless someone is not paying and there is a problem that needs the owners attention. Also, once you agree to a number, then why would you even know what their balance is? It has nothing to do with their care. That is what systems in our office should be set for to have the staff handle any outstanding balances or credits in an objective manner that has nothing to do with the doctor. I have had a few guys in the past that just drop a few hundred bucks on their account because they don't want to pull out their wallet everytime, and they are maintenance, so it could take months to ever use the money but again, I am not personally keeping track. My systems are and that is how we know when they need to pay some more.
Last, Dr. Julie listed off a couple of small jobs not "the" renovation of her office. So it is likely in the hundreds range anyway. An average adult new patient will likely eat through that if they are compliant but if he is not then it should be black and white what she owes him. We look at balances monthly and send out invoices (which is very few since payment is at time of service.) At six months of inactivity we rotate those travel cards out and at that time we will cut a check and put it in the mail if anyone had a credit for some reason. I never see a thing unless I am told a check needs to be cut but by then it is six months of inactivity so... whatever. If you all are not separated from people's money, I think you should be but not to avoid it but because you really should not being caring about it. It is irrelevant.
I agree we all have a different level of boy scout in us but for me this is not a big deal. I believe it is professional courtesy. In either case with these sorts of things just make a decision and move on is the best approach, it does not warrant alot of time and certainly no stress.
The bartering or trade situation does not warrant a lot of time. It does raise the question of making sure it is dollar for dollar. However, in this case as one may recall from an earlier post the problem I had with this contractor in beginning before the major renovations were done, I am not as willing to grant him any courtesies. He did do a good job with the major renovations that is why I "invited" him back for more work. The work is small-only about $600. I am prepared to pay it. It just caught me off guard when he said anything about trading. That is why I am glad i did not give an answer right away.
Dr. Perron I agree about the balances. As for the employee, I applaud you for still seeing the good.
Ah! The pause to take a moment to think about something versus feeling forced into an answer on the spot, with possible regret to follow. I missed that but definitely a big time trait to have adapted. Calm in the storm. Nicely played all around Grasshopper.
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