there's going to be a bill, you find out from the insurance carrier something is different than anticipated, contact the patient immediately. I have doctors that would rather hide and then bill the patient 6 months or a year later and that creates such a big upset. The way you've described this is right on, it's so much better and I like it better. Let's go off of the paperwork for a minute because I think that the same thing is true where a staff member may have a tendency to tell a new patient that the doctor will certainly be able to cure your headaches or whatever the symptom is that they may have shown up in the office for, but it's really the doctor that has the ability, the authority and everything else to be able to make those determinations, which by the way, the doctor shouldn't say either, but it certainly should not be the staff. If anything ... I know that we've always talked about if staff is going to want to have empathy for the patient, maybe they would say something more on the lines of you know we've had so many patients that came in with symptoms just like yours and they've left so happy and so much better. Certainly talk to the doctor about this. That's exactly what we encourage our team members to do. First of all, even our doctor's during their release, they say I've taken a look at your x-ray exams and I think I can help you. No promises are ever made in our practice and I don't recommend that. When it comes to training our team, our team members are not allowed to answer the phone or have any unsupervised contact with a patient until they have memorized their responses. Those questions that come up, and there's 4 pages of them ... those questions that come up from perspective new patients and new patients about their care or about our office. It explicitly explains that any questions related to their condition, their care, all of those concepts that you're bringing up that cause the biggest issues when it comes to making promises you can't keep, all those things are to be left to the doctor. Let's go get the doctor to answer those questions. It's not even possibility in our practice and hopefully not in others if you've got a properly trained staff that knows what the boundaries are because there do have to be those boundaries. CA's are great at helping patients with their healing process, but have nothing to do with the care portion. Thanks, Kim. I want to just shift a little bit to a different area that we find to be sometimes a challenge for the doctors in relationship to their team, I know your office doesn't do this, but a lot of offices sell a lot of ... let's just use an example, nutritional supplementation, and what I get to see is a lot of times, the doctors Absolutely. How do you feel about that, Kim?
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