What Is Client Management?

Patient management has been standardly applied in chiropractic and osteopathy for some time to help manage patients' care with greater certainty and effectiveness. It's now becoming more popular in the massage profession. 

In this short article, we'll take a look at some of the ways managing your clients' care applies clinical reasoning and assessment skills in practical ways to better monitor and guide your clients' care. 

So exactly does "client management" mean?

It's an umbrella term that embraces all aspects of managing your clients’ care. 

In a nutshell, it applies a series of procedures and client communications that work in an orchestrated manner to guide and monitor important aspects of each client's care on an individual (case-by-case) basis.

Solid client management procedures and communications give you an evidence-based foundation you can rely on with professional confidence.

When clients experience you practicing this way, their trust and respect in you and your work naturally expands, which automatically increases your professional credibility and esteem. Your practice success also rapidly grows without needing to promote or advertise because clients now naturally return for more care and gladly refer others to you.

Good client management protocols give you a dependable process by which you comfortably and confidently perform things such as effectively inquiring about clients' primary needs, assessing their status through proper exams and evaluations, recommending specific care, measuring and monitoring their progress, properly documenting it, and determining their next course of care with you.

If this sounds complicated and difficult, you're right, it can be next to impossible to manage your clients' care well if you don't have the right procedures and clinical reasoning skills. But if you do know them, client management is actually straightforward, easy to follow, and quite rewarding on many levels.

Bits and pieces of these skills float around the massage profession, but it can be confusing and awkward to dabble in using them without having a well-proven client management system you can rely on. Not having a client management system you can use that's well-proven and aligned with one that's similar to what Chiropractors use, for example, is like practicing massage when you only have very limited instruction or just a piece of technique to follow.

Here are some more specific examples of client management skills: knowing how to properly gather new clients' health history information and performing proper inquiries by asking the right sequence of questions. Assessing their subjective complaints using standard methods that let you evaluate their health status, presenting complaints, and specific massage needs.

The next important skill is knowing how to perform professional-grade consultations. This is a time where you inquire further about their complaints, clarify their reason for seeing you, and discuss how massage might help them.

Client management also includes performing appropriate exams that help you gather objective findings to better identify the nature and cause of clients' situations. This provides you with evidence-based reasons for determining treatment plans and programs of care.

What are Programs of Care?

Programs of care are also referred to as treatment plans, care plans, regimens of care, etc. 

Creating evidence-based programs of care with pre-determined multiple appointments is an important part of managing your client's care because it encourages them to receive the care they truly need with the right number of sessions.

Instead of just telling clients to see you more, or selling them packages of care, proper client management uses clinical reasoning skills to assess each client on a case-by-case basis to provide them with the care that's specific to their needs. It's a natural next step that evolves from assessing the subjective and objective evidence that we mentioned.

When your treatment recommendations are determined by using clinical reasoning derived from evidence-based assessments, you have a foundation for monitoring clients' progress during their programs of care with you.

Performing proper re-exams is another important client management skill. Re-exams are used to accurately measure, assess, and monitor clients' progress. Evaluating clients' status this way enables you to clearly and confidently recommend further care that's designed to help their progress continue or helps them maintain changes achieved.

Another client management skill is reactivation. If an active client drifts away from care with you for too long, it behooves you and your clients to apply effective methods for reactivating them back into active care with you so they can continue to enjoy the many benefits that your work provides for them.

Successful client management procedures even include knowing how to effectively encourage your current clients to gladly refer others to you for care. Once you know how to do this, you have a stream of new, high-quality clients.

Trying to acquire new clients through advertising or solicitations is rarely as reliable, safe, or cost-effective as knowing how to get quality referrals from your current clients.

When you think about it, your practice success basically boils down to your number of new client referrals and your client retention. When you know how to professionally manage your clients' care, these things automatically happen because clients are assured of your high-quality professionalism and work.

Keep in mind that an integral and all-important skill also includes knowing how to clearly communicate with your clients every step of the way. Applying proper protocols, procedures, and communication skills form the compass by which you confidently and competently direct every aspect of your clients' care. 

These are just a few of the many areas and skills that make up a complete client management system. 

If doing all of this sounds intimidating or leaves your head spinning, that's because you haven't been shown a well-organized, well-integrated, well-proven client management system you can readily apply in your massage practice.

I created one of the most successful practices in the nation by learning a highly effective way to get quality referrals and recommending programs of care with multiple appointments so clients were sure to get the care they truly needed. This isn't to impress you, but rather to impress upon you that when clients trust that you know how to manage their care like a true professional, your credibility and success soar, naturally generating a lasting and satisfying practice success beyond what you can imagine.

If you're serious about advancing your educational skills, practice success, and professional esteem by learning how to manage their clients’ care using time-tested skills you can rely on, find out how you can make it happen right now at clientmanagementmastery.com


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