Acupuncture Practice Management Software by Jasmine Software

Sunday, April 17, 2016

So you got a bad Yelp review, NOW what?

Well it was bound to happen sooner or later. You've come across a patient that you just can't please.

And, guess what? They've gone and told the WHOLE world about it on your Yelp page.

The other acupuncturists warned you about them. But you NEVER thought it would happen to you!

You can feel the warmth of anger growing inside of you. Thoughts bombarding your brain. What else could I have done?

You wish your patient was in front of you at that moment, so you could tell them off. But they're not, so you think the next best thing is to yell at them through the computer by writing a nasty reply.

YES, that will show them.


Slowly back away from your computer and splash some cold water on yourself. The worst thing you can do in this situation is to let your emotions get the best of you.

After you've had a chance to think it over, here are some tips to help you with the reply.

Be Timely

First, you'll want to respond in a timely fashion. The worst thing is to have a bad review sitting around where potential customers can read and form a poor impression of you and your business.

The quicker you can address the situation, the better.

Be Professional

Always be professional with your reply. Name calling is NEVER a good option. Getting into a screaming match online will only make you look childish. 

Remember, you're putting the reply out for all the internet to see. 

Be Honest

If after a fresh and honest look at the situation, you realize the customer was right, then apologize. Many people equate apologies as a sign of weakness, when in reality, they're a sign of strength. Don't over apologize. Use them when the situation warrants it.

If you feel the customer's complaints are baseless, craft a well thought out reply explaining the situation and circumstances. The best responses I've read have always been when the business explained their side of the story in a clear and succinct way.

Here's a good example of how to handle a bad Yelp review:

A bad review is not the end of the world. It's a great opportunity to engage with your patient and gain insight into your business's patient experience.

Questions? Let me know in the comments below. I'd love to hear from you.

Minto Tsai

P.S. If this helped you, please Like, Share, email... all the social network love you can give!

Sunday, April 10, 2016

Can I email my acupuncture patients?

Have you ever had a situation where your patient asked you for a copy of their SOAP Note or Superbill? And, attaching it to an email and hitting send would be so easy.

Before sending that email, you might want to think twice!

Technology can sometimes be a double edged sword. On the one hand, it's enabled us to do things easier and quicker than before. But at the same time, it can also make things riskier and enable bad things to happen.

Let's talk about email security today.

Why is email insecure?

Email is inherently insecure because your email has to pass through many servers before getting to its destination. So, while, you might have written your email with GMail, which has SSL encryption. You're not guaranteed that the servers in between GMail and Yahoo Mail will have SSL encryption, which enables someone to easily see the data going through the network.

Here's a cool image I created, illustrating an acupuncturist emailing her acupuncture patient. The green arrows indicate that the data is encrypted and the red arrows show unencrypted information.

Also, since, the email passes through several servers, you don't know how these servers are storing the email. The best case scenario is the email is immediately relayed from one server to the next. 

However, often times, for performance reasons, a server will cache the data on the server by making a copy. The cache could live on the server indefinitely, allowing someone to see the email, if they had access to it.

Avoid Emailing PHI

The main thing to be careful of when sending emails to patients is the transfer of protected health information or PHI.

PHI is anything linking a patient to her health situation or treatment.

To be safe, avoid sending emails containing a patient's health history, ICD-10 codes, and CPT codes.

In conclusion, here's a motto about corresponding with patients through email, "When in doubt, don't send it out!"

One day email will become secure enough for us to send patient sensitive information. Until that day comes, it's best to avoid emailing PHI and be on the safe side!

Questions? Let me know in the comments below. I'd love to hear from you.

Minto Tsai

P.S. If this helped you, please Like, Share, email... all the social network love you can give!

Sunday, April 3, 2016

3 Things Acupuncturists Can Learn From Elon Musk

I'll admit it. I'm a bit of a Elon Musk fanboy.

This week, we witnessed the unveil of the Tesla Model 3. The latest all electric car by Musk's company for the mass market. And the support was overwhelmingly positive.

Hundreds of people stood in line for hours to pay $1,000 for an opportunity to buy a car they've NEVER seen! On top of that, the delivery date won't be for another year and more. This blows my mind.

The man is doing very hard things. From building an electric car company at Tesla to sending rockets into space at SpaceX, he's literally advancing the human civilization.

So what can acupuncturists learn from Elon Musk?

1. Focus on a passionate niche

The niche for Tesla is a small, very passionate set of electric car drivers.

By focusing on a niche, Tesla was able to easily get word of mouth and spend little to none on traditional marketing and advertising.

As an acupuncturist, what is your niche?

2. Differentiate your product

While every car manufacturer has their own version of an electric car, Tesla has differentiated itself in both mission and product.

Tesla’s mission is to 

accelerate the world’s transition to sustainable energy.

How many car companies' missions can you recall? I'm hard pressed to come up with one!

On top of an amazing mission, Tesla is delivering a spectacular car. Differentiating itself by building sleek and beautiful cars, all electric, and with cool technology like auto pilot.

In a market, where you, as an acupuncturist, are competing against not only tens of other acupuncturists in your area, but also, other healthcare modalities, how are you differentiating your product and services?

3. Focus on the customer experience

Relentlessly focusing on the customer experience is a hallmark of great companies. Think Apple.

With Tesla, you don't buy a car from a dealer. Why? Because, they want and need to control the customer experience.

Once, you inject a middleman like the dealer, you lose control of the customer experience. And we all know what it's like to deal with car dealers. It's one of the most dreaded human experiences, next to seeing the dentist.

How can you improve your patient's experience with you and your practice? From the second they walk in the door to the minute they leave the office, what are you doing to make them want to tell their friends and family about you?

So, to conclude, as an acupuncturist and business owner, the lessons we can learn from great companies like Tesla can be applied to our own businesses.

And just because, others are doing things a certain way, doesn't mean that you have to. Think outside the box. Innovate. Transform yourself. Transform the acupuncture profession.

Don't be afraid to do great things for yourself and your customers!

Questions? Let me know in the comments below. I'd love to hear from you.

Minto Tsai

P.S. If this helped you, please Like, Share, email... all the social network love you can give!

Sunday, March 27, 2016

Acupuncture Intake Forms for iPad - Beta Signup

Imagine your acupuncture patient walks in the door and you hand her an iPad to fill out her intake forms. She signs the HIPAA forms with her finger and hands the iPad back to you.

All the patient data is securely stored in the cloud. No more paper!

We're getting close to this reality with Jasmine. Just look at the demo video below.

And, now, we're looking for qualified acupuncturists to become Beta testers and provide feedback. If you are interested, please click the link below to be notified about the Beta launch.

If you know someone who might be interested, please pass this information along!

Help us build the future of acupuncture tools!

Questions? Let me know in the comments below. I'd love to hear from you.

Minto Tsai

P.S. If this helped you, please Like, Share, email... all the social network love you can give!

Sunday, March 20, 2016

Gain Patient Trust With Your Acupuncture Website

Have you ever thought about what makes you trust a particular website?

For me, there are many things. The look and feel of the website. The word choice used. Even the images displayed.

Quickly building trust online with your website will increase the willingness of your acupuncture patients in choosing your practice over another. And while there are many ways to build trust with your website, today I'm going to talk about one that is becoming increasingly important.

Computer security is a hot topic recently, especially, with the news of the Apple and FBI case. The result of this is that the general pubic will be more aware and knowledgeable about encryption. Which is a great thing!

These days, when I browse to a website, the first thing I look for is the green lock icon and "https" in the address bar. This signals to me that the website and company understands and cares about the security of my data.

I am especially sensitive about the green lock icon on websites I give credit card information to like Amazon or banks. And increasingly, I find myself uncomfortable around any website WITHOUT the green lock icon.

What is the green lock icon?

The green lock icon means that the website's identity has been verified by a third party. And, that a secure connection has been established between your browser and the website you're viewing.

A secure connection means that the data is encrypted and no one except you and the website can see the information transferred.

When you click on the green lock icon in your browser, you will get a popup with more details about your connection with the current website.

In the image above, the Chrome browser is telling us, that the website's domain was verified by the COMODO RSA Domain Validation Secure Service CA (Certificate Authority) and the connection is encrypted with TLS 1.2.

The Certificate

In the screenshot above, if you click on the "Certificate Information", you will see the website's certificate details, which is below.

The important thing about the certificate details is the Certificate Authority. Certificate Authorities are trusted companies who are allowed to issue certificates.

A certificate issued by an authorized Certificate Authority is what creates the green lock icon in the browser.

It's green, locked and loaded! Let's go!

How to get a certificate?

To get a certificate is relatively easy and cheap. Most of the time, you can get a certificate from the same company you got your website domain from. Just as a point of reference, you can get a certificate from Namecheap for as little as $9/year. (Go ahead and splurge!)

The most inexpensive and hassle free certificate is what's called the Domain Validation certificate. Domain Validation means that the Certificate Authority verified that you are the owner of your domain. Many times this is done with an email or by putting a file on your website.

Another way get a free certificate is to use a program called Let's Encrypt which was created by Mozilla and the Electronic Frontier Foundation. The purpose of Let's Encrypt is to create a more secure internet.

Look into getting a certificate for your website domain. Gain trust with your patients. They'll love you for it!

Questions? Let me know in the comments below. I'd love to hear from you.

Minto Tsai

P.S. If this helped you, please Like, Share, email... all the social network love you can give!

Sunday, March 13, 2016

What Acupuncturists Can Learn From Donald Trump!

Boy is this a crazy election year! And I have a feeling that it's only going to get crazier, if events from this past weekend are any indication of what's to come.

However, regardless of your politics, there's no denying that Donald Trump has struck a cord with a niche group of people. He's been able to tap into a certain demographic and deliver a specific message that no other Republican candidate has been unable to. (I would argue, no other candidate, Republican or Democrat.)

Why is this important for acupuncturists?

Trump shows us the importance of niche marketing. A niche allows him to stand out to his supporters, craft a very specific message they want to hear and create trust that he understands them.

From this, he's able to excite his supporters and gain enormous word of mouth. While other candidates are spending large amounts of ad dollars, Trump is able to spread his message cheaply.

As an acupuncturist, you can also use the same marketing tools. Not for political gain, but to help and heal people!

Stand out to patients

As many of you know, the business of acupuncture is a very competitive profession. Many times, it feels like the number of graduating students entering the market place is outpacing the growth of the overall acupuncture market pie.

So as an acupuncturist, you need to differentiate yourself and stand out from the crowd. And the way to do that is to choose a niche and become and expert. Examples of a niches are fertility, men's health, pain management, etc.

What's important in choosing a niche, is to choose a niche that you're passionate about. Life's too short to work on something you're not excited about and that excitement will show through in everything you do!

Become an Expert

Another advantage of choosing a niche, is that you become the go to expert for that niche. Patients will look to you as the specialist, who knows how to solve their problems, rather than a generalist. In turn, separating you from other acupuncturists in your city.

Overtime, you in fact become the expert, because you've seen more of the same types of patient cases and grow a deeper understanding of the problems your patients are facing. As a result, your treatments are the most effective for their ailments.

Deep understanding of the patient

By focusing on a niche, you also get to know your patients on a more personal and deeper level. You learn their likes and dislikes, the magazines they read, the shows they watch, etc...

With this deeper understanding, you can better serve and reach potential patients with your marketing, because you will be using language and messaging that they respond to.

All this will lower your advertising costs and increase the effectiveness of the ads.

In conclusion, please don't praise or berate me for making comparisons to Trump. Instead, watch and learn how a talented marketer is able to capture the attention and generate deep excitement among his supporters.

Use the power of niche marketing to gain adoring and passionate patients who will help you grow your practice because they want and need you to succeed in the world!

Questions? Let me know in the comments below. I'd love to hear from you.

Minto Tsai

P.S. If this helped you, please Like, Share, email... all the social network love you can give!

Sunday, March 6, 2016

The 10 Most Feared Questions for Your Acupuncture Software Vendor

The other acupuncture software vendors are going to hate me for doing this. I might even hate myself for it, later! (We'll see.)

I've given HUNDREDS of demos to acupuncturists and a line I hear many times is "I was told I should ask this."

The questions following vary, but the phrase always stuck with me. Why do people keep saying this?

My conclusion is that there is a lack of eduction on how to properly vet acupuncture software products. Also, a fear of the unknown, since technology isn't a core competency they teach in acupuncture schools. (Am I right?)

Before, we get to the 10 questions, I'll first give some context about the questions.

(Jump to the bottom for the questions, if you can't wait!)

Many of the questions in this list are obvious and simple, but many are technical and may require you to step outside your comfort zone. The answers you get to some of these questions may be over your head, but that's OK.

The magic of these questions is not the content of the answers. They are NOT meant for you to understand the technology.

The questions are really an exercise in making the software vendor uncomfortable! And to see if they trigger your BULLSHIT meter.

Yes, your BULLSHIT meter! 

We all have one. It's that feeling you get when you're talking to a used car salesman. It's icky. It's dirty. That's what these questions will test.

Ultimately, you want to know you can TRUST your  software vendor and she/he knows what they're building and hasn't blindly outsourced your patient data to some third party.

So without further adieu...

Questions? Let me know in the comments below. I'd love to hear from you.

Minto Tsai

P.S. If this helped you, please Like, Share, email... all the social network love you can give!