“Yes Doctor Hayes, I Understand. Is cash OK?”

Getting to “Yes, I understand, …do you take cash?” by the patient is a multistep process that actually starts on the first encounter with your office. This is typically by phone, and honestly this is also where too many offices just blow it.

If the patient does not feel they are calling the right place, the rest of your job becomes much harder. Be careful what you ask for, and how you present the questions here too.

The next place where an encounter can likely stumble is at the front desk. Of course your staff person on the first phone call got the patient to be there in plenty of time to handle the first visit intake forms and necessary time with you, to get all this stuff out of the way before you get down to their health.

Your intake forms should be crisp, precise and fully compliant. I insist upon black ink only (it copies much better in legal cases). And I ask the staff to highlight the forms for the patient, so they know exactly where to sign.

There should be a very clear statement regarding your financial policies too. Think this one out well in advance.

I am a firm advocate of “all the cards on the table” in every encounter and written policy. This is the only way that lasting relationships with your office can develop.

I start with a 2-part NCR office policy, that the patient reads, signs, aggress to follow (in writing) and then is given the copy bearing a signature for his or her own files.

Next, any waivers, if you do participate in any health plans (think harder on this one, its not a trick question) such as the Medicare ABN needs to be handled, competently, before you ever see the patient. Any and all non-covered services as you understand need to be fully addressed as well.

Lastly, the patient should be made to feel comfortable, that they are in the right office and the very first thing on your mind is starting them on the path back to good health.

Now, this all sounds easy. Admittedly, too often the Doctor spends not nearly enough time learning this. And this is where too many offices blow it. To have a really powerful practice, you can’t hide the finances behind a staff person. I firmly believe the Doctor needs to do this on visit 1.

Of course the staff needs to be fully knowledgeable about all the doctors policies and preferences, and competent at collecting from the patient on (or preferably before) every encounter.

I also believe this leads to a much stronger doctor patient relationship. Besides, this approach also fosters a no BS approach to the other very critical components of your practice.

There are many, many more precise steps you can take here. And unless you really master all these skills, practice can really become a nightmare.

And that is precisely why I will be teaching this system live in great detail around the USA in my Future Shock seminars.

I hope to see you there!