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Kats Consultants Kat-nip Direct Communication

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Mike Perusich: Hi, everybody. Mike Perusich, David Kats, Patrick Hammond with Kats Consultants. You know, guys, I have a funny one for you today. I was talking to a doctor the other day. He's actually not a client, but I was talking to a doctor the other day. He said, "I'm really having trouble getting patients to stay on their treatment plans." He said, "In fact, I do a great exam and then I do a report of findings and then they never come back." I said, "Well, what do you see to be in the report findings?" He said, "Well, I go through and tell them, 'Here's your back pain and I understand what's going on with your back pain and here's why you're having it. Here's what we can do for it.' And then I turned to him and I say, 'How many times do you want to come in?'

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They go to the front desk and they never come back." You know, we've all learned this, but we have to be very directive with our patients because when they come in, they're looking at us as the doctor is the expert, if you will, and we are supposed to direct them. It's not an a la carte, "How often do you want to come in? Do you want the dessert too?" It's you have to tell them specifically what they need and why they need to be on that plan.

Patrick Hammond: A lot of that comes, I think, with doctor confidence. You walk in not only just the way you say it, but also your body language. You have to respect them. We also have to be caring of them at the same time. If you guide them and direct them to the way that what you feel in your heart is the best treatment plan for them, they will always follow course. They always do. Once they get results, then you got to know, they'll listen to you forever.

Mike: Well, Patrick, that's a good point. It said doctor authority.

David Kats: We just start with a story. I have a good example if doctor authority is what we call it-- Some people just don't have doctor authority, but you've got to remember that patient came and laid their problem at your feet. They couldn't fix it or they would have. They have no other alternative but you. They can't picture themselves and so take your rightful place and take your doctor authority.

I have a funny story about lack of doctor authority. I had an employee and a doctor that was an associate doctor, and we were in a fairly big clinic. He was practicing and we had a long hallway and I walked down to the last suggestion, one in the hallway and he walked out with this patient. The patient walked out first and she turned and said to him, "Hey, can I go to the football game tonight?" It was a high school football game. I walked right up on, so now it's me the employer listening to the employee talk to the patient. The associate Dr. Kaye got frustrated. He said, "Who's playing?"

[laughter]

 

Like it makes a difference. In the Bible it says, let your yes be yes, let your no be no. He can either say, "No, you can't go. There's going to be more football games in your life because you only got one spine," or he could've said, "Yes, you can go, but put something soft to sit on it. If your back will start to bother you, you get up and walk around. If it doesn't go away, leave." "Yes or no. I laid my problem at your feet, you just tell me what I got to do."

Mike: Be definitive. That's right, absolutely. Having doctor authority is obviously very important, putting patients on directed care, not a la carte care. You're the doctor, be the doctor for the patient. Thanks for joining Coffee with Kats.

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