Emergency Call Protocol

Emergency Call Protocol for Chiropractors

When a patient's back 'locks up' or they suffer a whip-lash injury, they don't want a voicemail; they want relief. This protocol ensures your practice never loses a high-value $200 new patient evaluation to the clinic down the street because you were hands-on with a patient and couldn't answer the phone.

Defining Chiropractic Emergencies

Not every call is an emergency, but in chiropractic care, 'emergency' is defined by the patient's level of acute pain and loss of mobility. True emergencies include sudden sciatica flare-ups where the patient cannot walk, acute torticollis (a 'locked' neck), or post-motor vehicle accidents (MVA). These patients are in distress and will call every chiropractor in a 5-mile radius until someone picks up. If you are mid-adjustment with a $60 routine patient, you cannot stop to answer, which is why having an AI receptionist like SkipCalls is vital to capture these urgent $150-$200 initial consultations before they hang up.

Key takeaway: An emergency is any acute injury where the patient will seek the first available appointment elsewhere if you don't answer.

The Triage Decision Tree

Your protocol must immediately separate mechanical pain from medical emergencies. If a patient reports 'saddle anesthesia' (numbness in the groin) or loss of bowel/bladder control, your protocol should immediately direct them to the ER for potential Cauda Equina Syndrome. For mechanical issues like a 'thrown out' back, the triage should focus on the mechanism of injury and pain level (1-10). If it is an MVA, the intake must prioritize gathering insurance/attorney info to secure the Personal Injury (PI) claim, which can be worth thousands in long-term treatment packages.

Key takeaway: Screen for red flags first, then prioritize high-value acute injuries like MVAs and sciatica.

After-Hours Response & Booking

Back pain doesn't follow a 9-to-5 schedule. Most acute injuries happen during weekend yard work or evening commutes. If a caller reaches a standard 'office is closed' recording, they are gone. Your after-hours protocol should allow for immediate booking of an 'Emergency Evaluation' slot for the next morning. By using SkipCalls to handle these late-night calls, you can automatically book a $75 consultation into your morning 'gap' time without ever picking up the phone at home.

Key takeaway: After-hours callers are looking for a confirmed time slot, not a call-back on Monday morning.

Emergency Pricing & Transparency

When a patient needs a same-day adjustment for a 'locked' back, they expect a premium. Your protocol should clearly state the 'Emergency Same-Day Fee,' which is typically $50-$100 on top of the standard $75 consultation fee. Being transparent about this prevents 'sticker shock' at the front desk. Ensure your phone protocol mentions that while the $150-$200 initial cost covers the exam and X-rays, follow-up $60 adjustments will be more affordable. This converts an emergency caller into a long-term wellness patient.

Key takeaway: Charge a premium for same-day 'squeeze-in' slots to cover the disruption to your flow.

Preventing False Emergencies

Routine patients often try to use 'emergency' language to skip the line for a maintenance adjustment. Your protocol must define that 'emergency' slots are reserved for new injuries or acute flare-ups that prevent work or sleep. If a patient just needs their regular $50 maintenance adjustment, they should be offered the next available standard opening. This protects your 'emergency' blocks for high-value new patients who are actually in crisis and need immediate intervention.

Key takeaway: Reserve your emergency time for acute cases to avoid burning out on routine maintenance.

Step-by-Step Process

Immediate Response

The call is answered within 2 rings by a person or SkipCalls AI to prevent the caller from dialing the next clinic.

Symptom Screening

Ask the caller if they have had a recent accident (MVA) or if the pain is radiating into their limbs.

Red Flag Check

Confirm the absence of 'red flags' like numbness in the groin or loss of organ control.

Priority Booking

Offer a same-day 'Emergency Slot' and explain the $150-$200 initial evaluation fee.

Pre-Appointment Instructions

Tell the patient to bring any recent X-rays or MRI reports and to arrive 15 minutes early for paperwork.

Clinical Integration

The chiropractor reviews the intake notes and moves the patient to the X-ray room immediately upon arrival.

Pro Tips

1.Keep a 'Floating Slot' at 11:00 AM and 3:00 PM every day specifically for acute emergency callers.
2.Ask callers, 'On a scale of 1 to 10, how much does this interfere with your ability to walk or sit?' to justify emergency booking.
3.If a patient calls about a car accident, ask for the claim number immediately to ensure they are a high-priority PI lead.
4.Use a scripted 'First Aid' tip over the phone, like 'Apply ice, not heat, for 20 minutes,' to provide value before they even walk in.
5.Set your AI receptionist to ask if the pain is radiating down the leg; this identifies high-revenue sciatica cases instantly.

Frequently Asked Questions

What if a patient calls with a 'red flag' symptom?

The protocol should immediately instruct them to hang up and dial 911 or go to the nearest ER if they have loss of bowel/bladder control or sudden leg weakness.

How do I handle a 'walk-in' emergency while I'm with a patient?

Your front desk (or AI booking system) should triage them into the next 'floating' slot. If they cannot wait, provide an ice pack and have them fill out the intake forms in a quiet area.

Should I charge more for an emergency after-hours adjustment?

Yes. Most chiropractors charge an additional $75-$150 'Opening Fee' if they have to come into the office specifically for one patient after hours.

How do I deal with patients who call every 'flare-up' an emergency?

Review their treatment plan. If they are frequently in 'crisis,' they need a longer-term corrective care package ($1,500+) rather than one-off emergency adjustments.

Stop Losing High-Value Pain Patients While You're on the Table

Chiropractors lose thousands every month to missed calls. SkipCalls answers your phone 24/7 and books those $200 emergency evaluations while you're busy adjusting patients. Don't let your next PI case go to a competitor.

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