7 simple (yet powerful) ways to stand out in the crowd and get more clients!

9 10 2017

 

 

 

Guest author: Deb Legge, PhD, CRC, LMHC

 success-opportunity sign

 

 

 

 

 

 

 

If you are holding off on your marketing efforts because you feel you haven’t found that “MAGICAL” thing that will get you noticed, here’s a secret you should know…

“Magic” comes in many forms!

As a mental health clinician in private practice, it is imperative to continually find ways to get your name and face in the minds of those with access to and influence over your ideal clients. It’s also necessary to find ways to prove your value to your referrers.  These activities occur over time.

There are, however, day-to-day things you can do that can make a huge impact on the reputation you develop in the community. You’d be surprised by the (simple) things that really make a difference to your referrers (including those clients who are a great source of word-of-mouth referrals).  I try to really listen to what my clients and referral sources say to me, especially when it comes to feedback about why they send me referrals over and over again.  I hope that you do, too.

Here’s what I’ve learned by listening to my “tribe”.  Do these things and you’ll be ‘head and shoulders’ above others in your market (because many people simply aren’t doing them).

  1. If you can’t take the referral for any reason (insurance issues, expertise issues, etc.), provide alternatives to your referrer (or to the client they sent to you). Your resourcefulness will be noted, and your efforts will be appreciated.
  2. Thank your referral sources. When you get a referral from a medical professional, have the client sign a release and then send a thank you note and a copy of your initial assessment to the collaborating physician for their chart.
  3. Maintain communication with the involved physician(s). Find out when your shared client will next be seeing the psychiatrist/medical doc, and send over a copy of your last couple of notes to assist in collaboration of care.
  4. Return phone calls in a timely manner. I can no longer keep track of how many new clients tell me that they called several clinicians when they first called me, and I was the only one to return their call. I don’t care how busy you are — check your voice mail every day, and have the courtesy to let people know whether or not you can see them.
  5. Keep up with your paperwork. When you get a request for clinical information (from social security disability, an attorney, etc.), take the time to honor the request as soon as possible. Don’t put your client in the uncomfortable position of hearing from someone else that you dropped the ball on them.
  6. Forget about the “competition”. Quit worrying about how many new clients your colleagues are getting. Be happy for them; develop and express an honest appreciation for others’ success and let go any jealousy you may have.  Successful therapists are always looking for good referrals for their overflow.
  7. Use your downtime (empty slots in your schedule) to check in with your referrers. Find out what you can do to help out your local psychiatric hospital’s discharge planner; ask your school district’s guidance department what services or groups they are in need of in the community; offer to do depression screenings at a local health fair. These things will keep you from grumbling about the holes in your schedule, and push you forward in your efforts to serve more clients.

Bottom line, a little bit of effort goes a long way to increase  your credibility in the community.  People will only do business with you to the extent they trust you —

GIVE THEM REASONS TO TRUST THAT YOU ARE THEIR BEST CHOICE!

Author Bio:

Deb Legge, PhD, CRC, LMHCDeb Legge, PhD, CRC, LMHC, works in private practice in Buffalo, NY. She also specializes in helping entrepreneurial therapists get ‘unstuck’ and grow their practices, including a focus on how to create growth with private pay clients. She recently provided a training on this topic at our 2017 Buffalo Niagara Summer Institute. Her coaching practice has helped thousands of clinicians fill their appointment books using her proven success strategies. Dr. Legge is a Board Certified Expert in Traumatic Stress from AAETS.  Her private practice, located at The Counselor’s Corner, focuses on individuals with chronic anxiety and mood disorders, PTSD and other trauma-related issues, borderline personality disorder, life transition, and grief and loss. In addition to her private clinical practice, she is the founder of Influential Insider’s Circle — the world’s first social learning platform for mental health professionals in private practice.

You can gain access to Dr. Legge’s soon-to-be-released, FREE training:

How to Fill Your Book with Private Pay Clients… And End Your Insurance Struggles for Good, at www.PrivatePayPractice.com

Dr. Legge’s websites:

http://influentialtherapist.com

www.PrivatePayPractice.com 

www.counselorscorner.net

 

 





Trauma-Informed Medical Care? Not at my doctor’s office…

11 08 2013

meat words image courtesy of Victor Habbick at freedigitalphotos.net ZOMBIE MISTID-10076674

Yep, this topic is one of my passions: trauma-informed medical care, trauma-informed systems of medical-care, and the problem of its frequent absence in health-care settings. I have met some wonderful, compassionate medical professionals. Yet I routinely encounter those whose attitude and behavior causes patient anxiety, emotional distress, fear, and is sometimes psychologically retraumatizing. Even though patient contact may be limited to only a few minutes, it is still possible to create trauma-informed experiences that benefit the patient.

Here are some examples of what is not  trauma-informed medical care:

  • An RN case manager calls my husband after he is home from the hospital after a severe heart attack. Three times during the conversation she asks him why he had to go to the emergency room. Each time he replied that he was afraid he was going to die. (And the paramedics took him to the hospital.)  We filed a complaint and received prompt follow-up from the insurance company…but what happened in the medical provider’s system and in the nurse’s life and training  that caused such an insensitive encounter to occur?
  • At each of my frequent primary care visits, I am asked to fill out a long list of questions detailing all of my health problems. Anytime I have to discuss my medical history, I get very upset and my blood pressure rises significantly. I just prefer not to think about it, to focus on the progress, and not on the long list of medical diagnoses. Even though I explained that this process was upsetting to me, staff insisted I must comply as it was (the dreaded) policy. So I completed the awful form at home, scanned it into my computer so that each visit I just print it out, add the date and any new issue that requires attention and this does not upset me anymore. On one visit the nursing assistant who had been told before I did not want to use these forms, took me into the treatment room and then tossed a pile of these forms onto the chair where I was going to sit. She informed me that the copy I was bringing in did not have the doctor’s section on the back and I needed to use their double sided form. Big sigh…I tried not to sound belligerent as I said that my forms are scanned and printed- perhaps staff could just staple or tape their form onto the back of mine?  I handed the forms back to her and sat down. No response from her, but she never tried that again!
  • I had a recent appointment at a specialist’s office where I had been seen before but had to switch to a different doctor in the practice as mine left. The nurse said nothing but  “hello, have a seat”- no eye contact during the entire time. She then proceeded to rapidly ask me a long list of standard medical status questions. She displayed no compassion or concern for the fact that I stated my symptoms had worsened significantly in the last three months. I felt like a faceless piece of meat or at best, a shirt in a garment factory being checked by Inspector 32. This is not about the ten minutes it took to go through the medical questions that were important for the doctor to know. It is about how it was done and that it was not trauma-informed/trauma-sensitive as I was very anxious about the worsening symptoms, the impact on my quality of life, and what the future held for me.

Some people have developed Post-Traumatic Stress Disorder (PTSD) from serious health issues, near death experiences and many trauma survivors in the healthcare system frequently have additional medical, behavioral health or mental health needs. How can the healthcare system address the needs of people who have had traumatic experiences that are impacting their physical health as well as their emotional health? To start, every healthcare professional should make themselves familiar with the landmark Adverse Childhood Experiences (ACE) study of 17,000 individuals that demonstrated the strong correlation between childhood trauma/abuse and adult health problems. Watch the fourteen-minute summary video of the ACE study.

So what is Trauma-Informed Care (TIC)?

Trauma-Informed Care involves a focus on “What happened to you?” instead of “What’s wrong with you?”  While the healthcare profession typically focuses on individual diagnoses, symptoms, and treatments, I see the bigger issue as what is happening to people with medical issues, how it affects their ability to function and how it affects their quality of life. I frequently bring up the issue of quality of life with my physicians. I have never heard a medical professional talk about quality of life without me first raising the issue and bringing this perspective into the diagnosis and treatment process. TIC also encompasses the policies, services, and practices for both patients and staff. It minimizes the chance of individuals being re-traumatized by healthcare services.

The Fallot (2006) five guiding principles of Trauma-Informed Care  apply to patients and the entire organization including the employees. I elaborated on the definitions to enhance their applicability to medical settings.

1. Safety- ensure the physical and emotional safety of patients and employees. Shift to a whole person focus of “what happened to you?” instead of “what is wrong with you?” Make the physical environment welcoming, comforting, clean and safe. Value the patient’s experiences and perspectives so they feel safe. Ask them  “how are you managing to cope with these symptoms/disability/pain?” Or perhaps “how is this affecting your work and home life?”

2. Trustworthiness- provide clear and sufficiently detailed information about what patients and employees can expect and need to know; maintain appropriate professional boundaries. Return calls and requests for information consistently and in a timely manner.

3. Choice- prioritize patient and employee experiences of choice and control. Give patients options including evidence-based options so that they can make an informed decision; respond respectfully to their questions as they clarify needed information to make an informed decision. Tell them why you recommend a particular treatment, listen to their questions, and let them make an informed choice.

4. Collaboration- maximize collaboration and the sharing of power with patients and employees; it is the patient’s body so the final decision is theirs; work together with them in partnership; remember that other medical providers may be involved and multiple differences of opinions often occur that the patient must process; the provider seeks collaboration with involved other providers. Create a treatment plan together with the patient, follow it, and update it as desired by the patient through collaborative discussion. Listen to office and support staff ideas and concerns as they often have great suggestions to improve the practice and service for the patient.

5. Empowerment- recognize patient and employee strengths and skills; acknowledge patient experiences and their inner wisdom regarding their health and employee ideas regarding service provision. Patients are empowered when they are given enough information to make informed decisions. Allowing the patient to be in the “driver’s seat” may feel uncomfortable to some, but it can be very empowering to many patients.

 

Is TIC different from good customer service? Yes,  they are different although they have many similar components. A medical setting that has great customer/patient service is more likely to be trauma-informed for staff and patients, and less likely to trigger or re-traumatize a patient. However, TIC includes much more than just good customer service. In addition, there is the larger policy issue of identifying those children, youth, and adults who are trauma survivors when they enter the healthcare so that their needs can be effectively addressed with appropriate referrals and coordination of services.

So what kinds of things can make a medical or other healthcare setting trauma-informed? (Various resources are listed at the end of the blog.)

  1. Train all staff on the basics of psychological trauma and Trauma-Informed Care as well as the relationship between trauma and addiction, and the impact of childhood trauma on adult illness, disability, and death. This is a brochure on Medical Traumatic Stress: What Health Care Providers Need To Know related to pediatric illness, injury and traumatic stress from the National Child Traumatic Stress Network I was not able to find anything similar for adult trauma-informed medical care.
  2. Examine the environment, processes, forms, policies, etc. that staff and patients are exposed to and obtain input from patients through a focus group or other means to make progress toward changes to make services more trauma-informed.
  3. Ensure that any assessment tools are used as required by medical guidelines for assessing needs of trauma survivors. Have referral information readily available.
  4. Advocate as healthcare providers and patients for coordination in healthcare systems, collaboration with behavioral health and mental health providers,
  5. Practice good customer service and implement the five principles of Trauma-Informed Care.

This topic could fill a whole book, but I hope I have offered enough to give you a good start! Check out some of the resources below.

Author: Lesa Fichte, LMSW, Director of Continuing Education

Resources

Center for Pediatric Traumatic Stress, The Children’s Hospital of Philadelphia http://www.chop.edu/professionals/pediatric-traumatic-stress/about-pediatric-traumatic-stress/trauma-informed-care-for-healthcare-providers.html

SAMHSA National Center on Trauma-Informed Care http://www.samhsa.gov/nctic/

Brochure on Medical Traumatic Stress: What Health Care Providers Need To Know related to pediatric illness, injury and traumatic stress from the National Child Traumatic Stress Network http://www.chop.edu/export/download/pdfs/articles/traumatic-stress-pdf-cpts-mtsbrochure.pdf

Medical Trauma from the National Child Traumatic Stress Network http://www.nctsn.org/trauma-types/medical-trauma

The Adverse Childhood Experiences Study http://acestudy.org/ and http://www.cdc.gov/ace/index.htm

Relationship of Childhood Abuse and Household Dysfunction to Many of the Leading Causes of Death in Adults: The Adverse Childhood Experiences (ACE) Study http://www.ajpm-online.net/article/PIIS0749379798000178/abstract

Using Trauma Theory to Design Service Systems: New Directions for Mental Health Services,  Maxine Harris and Roger D. Fallot (2001) http://www.amazon.com/Trauma-Theory-Design-Service-Systems/dp/078791438X/ref=sr_1_1?ie=UTF8&qid=1376250212&sr=8-1&keywords=harris+and+fallot

Trauma-Informed Services: A Self-Assessment and Planning Protocol, Community Connections: Roger D. Fallot, Ph.D. and Maxine Harris, Ph.D. (March, 2006) http://smchealth.org/sites/default/files/docs/tisapprotocol.pdf

International Society for Traumatic Stress Studies http://www.istss.org/Home.htm

Traumatic Stress: An Overview, American Academy of Experts in Traumatic Stress http://www.aaets.org/arts/art1.htm

Article: Some Medical Trauma Might Induce Later PTSD http://www.goodtherapy.org/blog/some-medical-trauma-might-induce-later-ptsd-0716132

How to Provide Good Customer Service in a Health Care Setting http://www.ehow.com/how_7372599_provide-service-health-care-setting.html

Customer Service in Health Care Optimizing Your Patient’s Experience by Karen A. Meek http://pacificmedicalcenters.org/images/uploads/KCMS_Customer_Service_in_Healthcare.pdf

University at Buffalo School of Social Work Institute on Trauma and Trauma-Informed Care http://www.socialwork.buffalo.edu/ittic/

Trauma-Informed Care Information & Resources, University at Buffalo School of Social Work http://www.socialwork.buffalo.edu/facstaff/tic_resources.asp

Video from the Cleveland Clinic on ‘Empathy: The Human Connection to Patient Care’. Provides great perspective on remembering that you don’t know what a person is experiencing or feeling inside; we all have struggles. https://www.youtube.com/watch?v=cDDWvj_q-o8&feature=share

University at Buffalo School of Social Work Trauma-Informed and Human Rights MSW Curriculum http://www.socialwork.buffalo.edu/about/tihr.asp

Trauma-Informed Certificate Programs and workshops from the University at Buffalo School of Social Work Office of Continuing Education http://www.socialwork.buffalo.edu/conted/trauma.asp

Photo credit: image courtesy of Victor Habbick at www.freedigitalphotos.net








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