Disclaimer: The following is an actual transcript. We do our best to make sure the transcript is as accurate as possible, however, it may contain spelling or grammatical errors.Due to the unique language of acupuncture, there will be errors, so we suggest you watch the video while reading the transcript.
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Acupuncture is gaining attention as a supportive treatment for depression.
Research shows it may help improve mood by influencing brain chemicals like serotonin and dopamine.
In clinical studies, patients receiving acupuncture alongside standard care experienced greater symptom improvement and fewer side effects than medication alone.
While it is not a replacement for all patients, it can be a valuable part of an integrative mental health plan.
And remember, the American Acupuncture Council (AAC) offers an unparalleled track record in acupuncture risk management.
There is a reason acupuncturists have trusted AAC with their business for 50 years.
Not an American Acupuncture Council member? Get a Quick Quote and find out how much you will save! Click here!
Disclaimer: The following is an actual transcript. We do our best to make sure the transcript is as accurate as possible, however, it may contain spelling or grammatical errors. Due to the unique language of acupuncture, there will be errors, so we suggest you watch the video while reading the transcript.
Greetings, friends, colleagues. This is Sam Collins, the coding and billing expert for acupuncture for you, for the American Acupuncture Council, and of course, for my AAC network members. Let’s talk a little bit about something that I’ve gotten a lot of questions about. Let’s talk about, what if I get a bad Google review?
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Let’s go to the slides. Let’s get into that. What if someone puts an online statement about you that’s false, bad, inflammatory, you name it? Let’s be careful. What if you do get a bad Google review? The first thing to do not let your emotion run away. When a patient makes a complaint or something less than flattering on an online platform, our immediate visceral response, of course, is going to be a little bit of anger because it is our integrity, and I do understand that.
But you have to take a moment, take a breath, start to understand what’s going on and how to respond because no one’s ever going to have 100% good reviews. I’ve been to a lot of services and places that I think, “How did this person write a bad review?” Everyone’s experience is different, but remember, there’s a lot of reviews.
Here’s where we have to be careful. You are a healthcare provider. You are bound by HIPAA regulations, so be very careful. When the patient even identifies themselves and discusses their treatment, you should never, regardless of what they’ve done, even confirm the reviewer is a patient Don’t even get into it.
I saw that when you came today. No. You got to make sure that you do not discuss diagnosis, treatment, appointments, billing, or outcomes, nothing that I would identify them. So for the most part, it would be a very generic response, of course. Now, obviously, factual inaccuracies by revealing protected health information.
You may think that wasn’t true.” You can’t correct it. Again, you’ve got to always remember, your greater violation will be the issue of protected health information. You may have a much bigger lawsuit against you than just someone saying, “I didn’t like the office.” Be careful. Do not engage in any type of argument or back and forth.
It’s not worth it. It’s like arguing religion, politics. You’re not going to win that. So be careful. Always think of, “What is my best practice?” You get a bad review, you should have thousands of good reviews. Make sure they’re there. Make it available. Encourage reviews. Aid patients in making access. Maybe not the first visit they’ve come, but after a few, get a lot of reviews going.
I think something that a person can go through and see that there’s, hundreds of reviews, and you’ve got one or two that are bad, oh, come on. You ever been to a restaurant that was fantastic, but there’s still a couple of bad reviews because they didn’t like the waitress, or there was too long of a wait?
It’s a good restaurant. That’s why there is a wait. Now, sometimes the best practice is no response at all. But if a review is negative but not defamatory, okay. What if the reviewer is angry and likely to continue the dispute? Not worth it. You can tell by the way they’ve done it. They’re trying to prompt you a little bit.
And realize a response may draw more attention, and y- all of a sudden now, instead of there being that one response, you’ve got lines of responses, ’cause it’s gone back and forth, and they’re taking it even further. Realize often just putting something in there that just says, “We would love to address this with you.
Please, give us a call or reach out to us,” may be the best response. Prospective patients are more influenced by a pattern of reviews than a single review. I know that’s true for me. I don’t think I’ve ever not chosen something, oh, there was one bad review. I’m looking for a pattern. If I see a bunch, now I’m concerned.
But realize, never argue or be defensive. Never. Never. You’re never gonna win that. De-escalate it. Make them come to your side. When you choose to respond, first thing you do, take a breath Breathe in and think, “Okay, what’s the best way to respond?” Maybe give yourself a little time. Don’t respond right away.
Take some time. Keep your response brief, professional, and frankly, just generic. Being calm and generic will reflect well, as potential patients can see that the office remains professional even when you’re criticized. You ever see someone that when they’re being criticized, when they have a measured response, you’re like, “Ooh, wow.
That’s the type of person that I want to be.” I want you to be that way ’cause that’s what your patients are looking for. I don’t want a doctor that’s off the hinges. Now, what about someone that re- reported something that’s just false? Okay, demonstrably just way out of line. Preserve screenshots, okay? And then obviously check the platform policies.
Realize most are not gonna remove something. They really aren’t. Now, maybe something exceptionally defamatory, maybe, but I find most people have tried, they pretty much won’t, so that’s why I say always bury it. If you are going to say anything about, “I’m gonna sue,” or anything like that, please don’t do that until you’ve consulted legal counsel.
You don’t wanna make any statement you don’t already know the answer to. I’ll give an example. Both my son and daughter are attorneys, and when they’re in court, the one thing they’ve always told me is they never ask a question they do not already know the answer to. So before you start to make any statements about, “I’m going to sue you,” better make sure, “Do I have standing, and can I actually sue?”
Chances are probably not anyway. But I get it, because it’s your integrity. So make sure you stay calm, but also make sure your staff understands, too, because sometimes your staff is defensive for you. And remember, designate who’s gonna respond to these. Are you going to allow staff, or is it gonna be the doctor only?
Make a rule that no employee may disclose any patient information online under any circumstance. They’re not responding probably at all, but they have to follow the same rules, that responses should be approved by designated management, meaning by you. But again, I’m still gonna go back, should be us. And then when legal counsel should be consulted.
Before you make any statements, “Eh, is this something maybe I want some legal counsel.” Maybe you wanna check with your malpractice carrier. Remember, American Acupuncture Council does protect you for when there’s lawsuits against you or when patients… I’m not saying they’re gonna defend you for a bad review.
But should that person turn into something legal, they will be there to help you, and they are there to help. I will say responding to a bad review requires a calm, prompt however, and professional reproach. Your primary goal is not to argue, but to show potential customers, ’cause this one’s probably gone anyway, that you’re attentive, empathetic, and committed Focus on commitment to service and next steps to contact you directly.
Make sure they’re aware, “Oh, no, I- here’s how you get in touch with us.” More though, have a lot of other reviews. What I see too often is reviews get old. When you get a new patient or someone that’s come in that’s been helpful, encourage them. I know I certainly like to. If I’ve had a good service, I love to give them person a review.
Realize that is part of what we do in society now with the way we have online platforms. Give yourself a chance for that. The American Acupuncture Council, myself, we’re here for you. Network members, you’ve ever run into this, please contact me. Let’s do a one-on-one Zoom. If you’re not a member, think about it, because we’re really gonna be able to help you.
But wholeheartedly, we want to make sure you’re successful. Your practice is always gonna have challenges. We’re here to meet those challenges. Until next time, my friends.
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Disclaimer: The following is an actual transcript. We do our best to make sure the transcript is as accurate as possible, however, it may contain spelling or grammatical errors.Due to the unique language of acupuncture, there will be errors, so we suggest you watch the video while reading the transcript.
Hi, my name’s Michelle Gellis. I am an acupuncture physician and an international educator, and I am also the author of the book, “Treating the Face.” It is a comprehensive guide for acupuncturists and health professionals. It is a full-color, 500-page book encompassing everything having to do with treating the face.
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First, I would like to thank the American Acupuncture Council for giving me this opportunity to speak to you today. So what I’m going to talk about today comes from chapter two of my book, which is all about five element acupuncture. And the topic of my talk today is the importance of clearing blocks before doing cosmetic or any facial acupuncture treatment.
So what is a block, and why is it important to treat them and clear them? So a block is the im– is an impediment to the smooth flow of qi throughout the body. It’s if you think about water going downstream if you think of your qi as like a river flowing, and if there were sticks blocking the water from going downstream, that is energetically what a block to treatment is like.
So how might it show up? Blocks can… The effect and how it could show up is it could make symptoms worse, or it could make your treatments not as effective. And this is important to us when treating the face because when we are treating someone’s face we’re not just treating them from here to here.
All of my cosmetic treatments involve a full body acupuncture treatment, and this is because we are treating the whole person. So if the qi is blocked anywhere, then it is going to affect our cosmetic acupuncture treatments, and this can show up in, again, the treatments not being as effective or your patient can have increased side effects from the treatment strange sensations, headaches, dizziness, these types of things.
So it’s really important to clear energetic blocks to treatment before treating the face. The health of the entire body is reflected on the face, and our face is the most yang part of our body. So things like wind and heat and a lot of different stagnations and deficiencies can show up on our face.
They can show up as red spots, dark spots, dryness, puffiness, especially under the eyes. And when we’re thinking about the face and blocks in particular, all of the yang organs, all of the yang channels converge up on the face, and we’ll get back to that in just a second. Thinking about our five element…
I’m a Worsley trained five element acupuncturist I think a lot when I’m designing my treatments, I think a lot about the emotions and how the emotions affect our overall health, and our face is how we express our emotions. And if we can’t or don’t express our emotions due to some sort of blocked channels, blocked qi or perhaps there’s neuropathy somewhere, or your patient has been getting some sort of neurotoxins in order to relax certain muscles, or if your patient has a condition like Bell’s palsy or myasthenia gravis and they can’t express an emotion, then this is not just affecting the face, it’s going to affect our overall health.
So the first thing that I always do when I’m doing a cosmetic acupuncture treatment is I check for and treat any blocks to treatment. So today I’m gonna talk about two blocks to treatment, and one of them is referred to as aggressive energy. So aggressive energy is contaminated, polluted qi that might be circulating through the channels, and it can affect all aspects of our mental, physical, and emotional health, so body, mind, and spirit And there’s really no way just by looking at a person or talking to a person or probably not even feeling their pulses unless you’re highly skilled to know if someone has aggressive energy.
So what we do is we test to see if the person has aggressive energy through an aggressive energy treatment. So the treatment is a test, and the test is also a treatment. So by testing for aggressive energy, you’re treating the person. The points that we use are the AEPs on the back, all the Back Shu points and they are bladder thirteen, fourteen, fifteen, eighteen, twenty, and twenty-three.
So we’re going to go top to bottom, right to left. We’re going to put the points in, and we don’t push the needle all the way in. You just tap the needle in so that they’re just hanging there, and then you’re going to put in a test needle, one in the upper jiao, one in the middle jiao, and one in the lower jiao.
And if the redness around the acupuncture points, the Back Shu points, is different in size or color than the redness around the test needle, then that is usually a sign of aggressive energy. And the test needles are put either between the inner and outer bladder line or between the inner bladder line and the spine, any place that’s not an acupuncture point.
And you will leave these needles in until the aggressive energy clears. I always leave them in for at least fifteen minutes just in case. And I do this on all of my patients for the first treatment and typically within fifteen or twenty minutes, the AE will clear. Another block that’s very important to check for and to clear when you’re treating the face are entry/exit blocks.
And if we think about the flow of energy in the Chinese clock, the energy goes from heart to small intestine to bladder to kidney, etc., etc., around the Chinese clock. And energy moves that way through the channels. So when you’re feeling the pulses, if you notice that the, let’s say, small intestine pulse, which comes right before the bladder pulse, if that small intestine pulse is really big and pushy and the bladder pulse is very small, then it sh- can be a signal that the energy is not getting from bladder to small intestine, and there is an exit/entry block.
And the way you treat this is by treating the exit and entry points of these two channels. So the exit point for small intestine is small intestine 19, and the entry point for bladder is bladder one What you would do is you would if you feel this on the pulse, then you would treat small intestine 19 by tonifying it, and the way we do that is we put the needle in and we turn it 180 degrees clockwise, and then we take it out.
And then I do bladder one and a half kind of on the bridge of the nose and instead of getting all the way into bladder one, and you are going to tonify that, turn it 180 degrees, take it out, and then you would do the same thing on the other side. And usually, this will clear any blocks. You can also suspect these blocks in addition to the pulse.
People usually report they’re having ear issues with their ears. Some, so something physical, headaches and the headaches that cause you to go like this and it feels better. And this is really important because you don’t want to be treating the face unless the face is completely open and the energy is flowing freely.
Can you put up the slide, please? So there are several other blocks that we check for in five element acupuncture having to do with the Shang cycle and I cover all of these in my book and I go into depth about spirit blocks possession husband-wife imbalances, and all of these have to do with getting the chi to move smoothly throughout the body and the face.
You can take the slide down
That is a little bit about why it’s important to clear blocks before doing any facial treatments on your patients. And if you would like more information, you can visit my website, facialacupunctureclasses.com, and check out some of my recorded classes and my live classes. And I hope to see you in class one day soon.
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Can acupuncture really reduce chronic pain without medication?
Acupuncture is one of the most researched natural treatments for pain.
Studies show it can help reduce chronic pain conditions like back pain, neck pain, and osteoarthritis.
By stimulating specific points in the body, acupuncture helps release natural pain-relieving chemicals and improves circulation.
Many patients report less pain, better movement, and improved quality of life.
Large reviews of clinical trials confirm that acupuncture is both safe and effective for managing chronic pain, especially when used as part of a comprehensive care plan.
And remember, the American Acupuncture Council (AAC) offers an unparalleled track record in acupuncture risk management.
There is a reason acupuncturists have trusted AAC with their business for 50 years.
Not an American Acupuncture Council member? Get a Quick Quote and find out how much you will save! Click here!
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