Creating a high-performance clinician culture, in a private healthcare practice, hinges on effective communication that emphasizes three human elements of care: empathy, motivation, and trust.
In this article, we focus on how clinicians can elevate their human skills to cultivate a culture where clients feel genuinely cared for, understood, and motivated to follow through with their care plans (full cycle). This ‘human’ approach leads to better client outcomes, more ‘promoters’ of your practice, and fosters a more engaging culture for practitioners.
Why Empathy, Motivation and Trust Matter
Empathy: High empathy is at the heart of a high-performing practitioner. By actively listening to clients, meeting them where they are, and understanding their concerns, we can personalize a care plan to meet their needs. This empathetic approach builds trust because clients feel valued and heard. When our clients feel we are genuinely invested in their well-being, they’re more likely to engage fully in their treatment, leading to better recovery outcomes and greater client engagement.
Motivation: Motivation is another crucial skill of a high-performing practitioner. As healthcare providers, we must inspire our clients to commit to becoming active participants in their care journey. By setting realistic goals, celebrating small victories, and providing continuous support, we can motivate our clients to stay on track with their care plans. This not only enhances their physical recovery but also boosts their confidence and overall mental health. When clients feel motivated, they are more likely to follow through with their treatments, resulting in more successful outcomes.
Trust: High practitioner self awareness and self regulation can create trust early on the client-practitioner relationship. Trust encourages clients to adhere to their care plans and follow our professional advice. When clients trust us, they are more likely to communicate openly about their progress and any issues they encounter, allowing us to adjust their treatments as needed for optimal results. Building trust within our practice not only enhances client engagement but also fosters a collaborative and supportive work environment for the team.
How to Cultivate Empathy, Motivation and Trust Through Communication
As a practice owner, it’s essential to convey to your clinical team of chiropractors and physiotherapists, that winning on productivity or return visits is not about increasing revenue for the practice. It’s 100% about enhancing the overall client experience.
| Metric: | Client Centred Communication | Revenue Communication |
| Productivity: Clinician schedules are >88% full No show/cx. rate <12% | ‘Creating greater access to care’ for our clients by taking the white noise out of schedules. The Business Manager for the practice controls the schedule. That is not a point for discussion. | It’s OK to talk about revenue/profit…just don’t do it with your clinical team. These topics are reserved for conversations with your business manager, partner or an ELEVATE consultant. |
| Patient Visit Average: EHB: >8 visits; Auto: 19-21visits; WCB Acute: 19-21 | ‘Creating value-based care’ The physiology of healing, from inflammation to scar tissue remodeling, does not shorten because of the payor source. Empathize and motivate your Extended Health Benefits clients to complete full cycle care plan. You are the professional after all. Don’t assume your client cannot pay. Without health, what do we have. | It’s OK to talk about revenue/case…just don’t do it with your clinical team. These topics are reserved for conversations with your business manager, partner or an ELEVATE consultant. |
| Friends & Family Referrals and Google Reviews: 70+% of a practitioner’s case load should be made up of friends and family referrals 15+ Google reviews/month per practitioner | ‘Sustainable growth through a world class client experience’ The greatest compliment a client can give your practice is a referral of a family member or friend. | It’s OK to talk about acquiring additional intakes for the practice…just don’t push driving intakes to drive revenue or meet a budget number. |
The ultimate goal of a high-performance clinical culture is to achieve full cycle care plan completion in 100% of your clients. This means prioritizing the client’s long-term health and well-being by ensuring they receive the comprehensive care they need to recover fully.
This client-centric approach not only leads to better health outcomes but also strengthens our practice’s reputation for excellence and compassion. When clients feel their recovery is our top priority, they’re more likely to recommend our services to others, contributing to the overall success and growth of our practice.
