In this episode of Chiropractical, Jon Kec is joined by Dr. Lisa Goodman. Together, they unpack a key shift in modern chiropractic care: it's no longer just about the adjustment—it's about how patients feel throughout their entire experience, from their first interaction to every visit that follows.
Posted in Podcasts on Wednesday, May 20, 2026
When you think about what makes a chiropractic practice successful, your mind probably goes straight to technical skill ... and fair enough, a great adjustment is foundational. However, today's patient is looking for not just a treatment, but an experience. Patient expectations are evolving and building a practice that patients trust and remember requires looking beyond the adjustment table.
The Tale of Two Patients
Imagine two patients with the exact same lower back pain. They receive the exact same clinical care, but one leaves highly satisfied and becomes a patient life, while the other never returns. What was the difference?
The deciding factor usually isn't the care itself, it's how they felt.
- Did they feel seen, heard, and understood?
- Was the first phone call seamless?
- Did the waiting room feel welcoming?
Patient expectations have shifted. They aren't just evaluating your clinical outcomes; they are evaluating the entire journey with your office from start to finish.
First Impressions: You Only Get One
As busy practitioners, it's easy to forget that while this might be your 20th adjustment of the day, it's the patient's only visit. It might even be their first time ever seeing a chiropractor. Liefling patient relationships are frequently won or lost at the front desk.
- The Golden Rule: Every person who walks through your door should be acknowledged immediately.
- The Full Loop: A great first impression includes clear communication of their care plan on day one, followed by a thoughtful post-visit follow-up.
Communication is Your Best Clinical Tool
Patients today don't show up as blank slates. They are informed health advocates who have already done their research on TikTok and Google. Instead of fighting the "internet experts", lean into it.
Use open communication to clear up misunderstandings: "Hey, I see you've been looking into this, have you seen anything on social media about chiropractic care lately? What are your concerns?"
By meeting them where they are, you validate their interest and can gently guide the conversation back to reality.
Tailoring the Experience
Not every patient wants the same vibe. Some want a quiet, clinical experience; others want a warm, chatty connection. Chiropractors and their teams need to be adept at reading the room.
The secret weapon? Regular staff training and role-playing. Getting your team together to practice different patient scenarios ensures everyone is on the same page and ready to deliver a personalized touch.
Scaling Up Without Cooled-Down care
If your practice is booming, time is your scarcest resource. How do you scale without feeling like an assembly line?
- Prioritize real moments: Even if you use automated text reminders or intake forms, ensure the live touchpoints (like a mid-treatment check-in) are entirely focused and genuine.
- Empower your team: Lean on your trained staff to to maintain a high-touch engagement so the burden doesn't fall solely on the practitioner.
The most successful modern chiropractors won't just be clinical experts ... they'll be exceptional communicators. By sharpening your response times, creating a seamless office flow, and ensuring your patients leave emotionally connected to their care, you can transform your practice from a transactional clinic into a community staple.
If you have questions or topic ideas for us, reach out at Askncmic@ncmic.com.
This episode of Chiropractical was recorded at NCMIC’s Harris Hi-Fi Studio and released on May 19, 2026.
About Dr. Lisa Goodman
Dr. Lisa Goodman is the author of "The Manual for the![Lisa Goodman]()
Chiropractic Entrepreneur" and founder of The Practice Fox, an online educational platform for early-career chiropractors. She is an international speaker on practice development, prenatal care, and pediatric sports chiropractic.
Dr. Goodman founded and continues to practice at the multidisciplinary Washington Park Chiropractic in Denver, CO in 2006. She was recently named the 2025 Women in Leadership Chiropractor of the Year and has been a member of the USGA Performance & Recovery Team since 2019. She also teaches in the ACA Pediatrics Council Diplomate Program.
She earned her undergraduate degree in Communications from the University of Miami and graduated Valedictorian from Palmer College of Chiropractic West. Dr. Goodman holds certifications as a Certified Chiropractic Sports Physician, Certified Pediatric Chiropractor, CrossFit L1 coach and TPI Golf Practitioner.