Meeting your customer’s expectations takes sharp listening skills and quick reactions
By Eric Cardin, PT, MS
Outpatient physical therapy is a unique slice of the health care pie. Few, if any, other disciplines have relatively healthy patients who attend so frequently and for treatment sessions that are long in minutes and personal in nature. If you think about it abstractly and say, “I am going to pay to spend a few hours a week at this physical therapy clinic with no guarantee of success,” it seems like a proposition few would take or at least take with a heavy dose of skepticism.
Keep clients close with frequent communication.
By Dale Reckless, PT
Communication and Connection—they go hand in hand when your patient arrives for their initial evaluation. From the first impression at the front office, to your thorough diagnostic testing and treatment skills, the patient experience must be positive and encouraging. Leaving your impressive brand with the patient will help you as an owner, director, and therapist meet the needs of the patient from both a physical and emotional perspective. This is the reason our patients come to see us, correct? Oftentimes, even excellent clinicians overlook the importance of necessary communication and ultimately leave the patient with questions, either from a misunderstanding or a lack of information. Patients may go home with unanswered questions, leading to a poor awareness of their exercises or treatment plan. Or perhaps a patient may complete a treatment plan, only later to find out that they pursued therapy elsewhere even though it appeared that they were happy with their care and had great outcomes. Did a therapist miss an opportunity for connecting? The question then becomes why they went elsewhere? How can the therapist close the loop to keep satisfied clientele coming back when they need additional therapy services?
Create a culture of leadership that aligns and engages your team.
By Emily Bagby*
While many practices identify quality customer service as a strength, few appropriately leverage this strength as a marketing tool to grow their practice. The goal of this article is to outline four steps to systematically create and leverage customer service to grow your practice. These steps include: empowering your staff, creating meaningful relationships, measuring customer service, and leveraging Promoters.
Start with leveraging a comfortable environment, convenient schedule, and optimal technological repertoire.
By Eric Lehman, PT, DPT, and Matt DeBole, PT, DPT
As a current practice owner, practice manager, or aspiring entrepreneur, spending time considering how to deliver quality care to a niche market can be very time consuming, not to mention how daunting it can be to keep up with the latest business trends. But the good news is that pivoting a few aspects of your business model to begin seeing a select population might not be as hard as it seems… and is certainly not out of reach. We have developed a checklist of critical things that will take your business, whether it’s currently a side hustle or a general population clinic, into a fully scalable “specialty” practice.
By Connie Ziccarelli, COO
This past year the Administrator Council has seen tremendous growth and with excitement, we celebrated our 5th year of offering the Administrator Certificate at Annual Conference. With the enhancement of highlighting Advanced Programming for past Certificate graduates, we received excellent feedback from Admin members. We see this moving forward into this year’s Annual Conference and beyond.