If we could go to the next slide, I'll show you some behaviors that the survey pointed out that were concerns for the users, and that was some of them felt pressured for more appointments. They just didn't like the sense that they might be pressured for additional appointments. The 17% is additional services, and the 12%, which is unlabeled on this chart, I apologize for that, was that they didn't spend a lot of time trying to rectify the difference in their expectations of their treatment and management and what they were actually being offered. Trying to clarify expectations versus what's being advised by the chiropractor is something that we should spend time on. 12% felt that that was a concern. The next one at 11% is unexpected costs were given to the patient that they didn't anticipate, and the last one is treatment was different than you were comfortable with. These are some of the top five. We have a long list in the report, but the top five, and if we could go to the next one- Before we go on, could we go back for one second? I just want to think through this one for a second. Because we talked about comparing just previous list to satisfaction rates or perception where we saw physical therapists at the top of the scale and us next in line. And okay, it is what it is from a public perception and we have work to do. But this goes to the same exact issue in a different way. When you go to a physical therapist, they give you a prescription of how many times they're going to see you. You don't go to a physical therapist generally for one or two treatments and then you're done. It's usually a month, six weeks, or more of some sort of multi session per week experience, and patients don't generally, at least what I get to hear in the public from people that I know that have been to physical therapists, don't seem to complain about that because that's what the doctor told them that they needed and what to expect. I think perhaps this goes back to the same thing that you and I are both trying to hit home for the doctors in that maybe they're just not being made sense of in terms of why they need what they need. It's not simply that the medical doctor said, "Go get this." It's, they're coming in and maybe they do need to get ... And I don't know the answer, but I'm just exploring it with you. Maybe the doctors need to let them know what other approaches are and how much care that may involve in comparison, because it also goes to the cost. If we think about the fact that you go to a cardiologist five years ago and a first visit may be $200, $3-, $400 a visit. Now it could be $900 for a first visit, but the chiropractors get to see that they're getting squeezed making less, needing more documentation, and it just doesn't seem to jive to the average doctor in the field that, "Why would a patient expect ... How much less can we have them pay? Do we need to start paying them to come see us?" Because too many of the doctors aren't charging enough for what services they're rendering. The ones in the middle I don't really have much comment on because some chiropractors add services. Some simply do the traditional adjustment itself is the service, but this is to me more problematic than some of the others.
Dr. Hoffman:
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