Customer Service is Your Competitive Edge

Row of stars

Patients want a favorable experience when they come to your clinic.

By Jenilee Jaber

A customer shopping for any product or service is hopeful for a good experience. When our “customers” are out “shopping” or being referred to our therapy services, they too expect a good customer experience. In today’s competitive medical world, excellent customer service must be delivered to compete effectively. Private practice physical therapy is no exception; patients are looking not only for a good rehab outcome but also for a favorable experience when they arrive at your clinic. By mindfully paying attention to your patients and the way in which you deliver your services, your office staff can learn how to deliver quality customer service.

What Could Amazon’s Approach to Health Care Look Like?

Amazon Health Care Box

Harvard Business Review, February 6, 2018

By Robert S. Huckman | Reviewed by Susan Nowell, PT, DPT

It is no secret that we are on the verge of paradigm shifts in the health care industry. The strain in our current system does not seem sustainable, and it is evident that we have multiple players in the tech industry looking to forge paths into the realms of health and wellness. Amazon, the company that has aspired to be “Earth’s most customer-centric company,” has made recent moves, making it clear that it sees the 18 percent of U.S. gross domestic product designated to health care as ground for positive expansion and growth.

HIPAA Compliance

HIPAA Ribbon

Will you be prepared when the Office of Civil Rights calls YOU?

By Kelly Grahovac,* Senior Consultant

As we round out the first quarter of 2018, there is no better time to ensure your practice is compliant, especially where the Health Insurance Portability and Accountability Act (HIPAA) rules and regulations are concerned. With more than 3500 paragraphs, the HIPAA and Health Information Technology for Economic and Clinical Health (HITECH) Act regulations can get complicated. Here are some pointers to help you get started.

How to Bring the Service to the Customer in a Niche Market

Bring the service

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.

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