Dr. Marchiori:
You're asking the right kind of questions, and those questions are what we need to tackle in upcoming years of this survey as well as other mechanisms for trying to get at that whether it's focus groups or whatever it might be. I will say too that the majority of patients are highly satisfied with their care, are trusting, are positive, so on purpose, the conversation we're having is we're looking, "What were the problems if there were problems?" We're kind of digging for this. You can see the percentages are all very low across this series of negatives. The majority of patients are having a great experience, making referrals, all of that, but if we ask the question, "How do we maximize our care? How can a doctor have a zero level of concern?" Well, here are some of the things that you might want to address, but I want to leave the audience with a message that generally they're very satisfied, very positive, and I again apologize that this is not fully labeled. If you go to the Palmer website and download the report, the charts are fully labeled. I think I tried to expand the text here and it took some of the text away. If I could go to the next slide though, one of the major statements that this makes, if we ask them, "What do you desire in a visit?" You can see overwhelmingly, they're looking for adjustments. They in year one associated chiropractic with spine care and adjustments, and you know what? That's what they want. Here we are in year two and they're saying 91%, we want to see adjustments. We want adjustments of the spine. We want adjustments of the extremities. We want exercise to help us with that. 75% percent are looking for a massage. Look at this second tier. I find this almost interesting. It's so true to life, even in myself unfortunately. 68% are looking for some advice on how to be healthy, but only 30% are actually looking for a specific plan. They seem to be more interested in a conversation than a calendar of when I need to work out, and that really rings true I think for a lot of people that I talk with and I think sometimes myself is that we have to realize that they're looking for more advice than specifics on exactly what to do, maybe until they get further down the line on acceptance. If I could move to the next slide, I'll give you some summaries of the many slides that we have that I'm not showing you today which is in general, and this hearkens back to that comment I said about satisfaction, in general 8 out of 10 patients, and when I'm defining patients I'm taking just those patients that are most recent. Not lifetime patients, but patients that have seen a chiropractor in the last 5 years, 8 in 10 would agree that the quality of care they received is good for the value of money. They would agree that the chiropractor took time to educate them. Again, I'm not giving you a dual message. 80% agree that we took time to educate, but if we can educate even more we will do even better. That's the take home message. 80% on the third bullet would agree that chiropractors really care about them and who they are, and that's a trust factor. That's an
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