In every workplace, people have an inherent desire to feel valued by others. Not only that, but gratitude will create a domino effect within the organization. A culture of gratitude is evident through the interactions that your employees have with each other as well as your patients.
Online reviews are a vital resource for customers, especially those seeking service providers. Consider the last time you hired someone to provide a service — car repair, dinner, dentist — without researching their Google, Yelp, social media, and/or other reviews. I’ll wager it was likely during the Bush Jr. presidency, or they were referred by a friend or family member — what those in the digital sphere might refer to as an “IRL (in real life) review.”
In response to the COVID-19 pandemic, many physical therapy practices quickly implemented, or otherwise accelerated, the use of telehealth as a method of providing patient care services and surviving a very uncertain business environment. With a very short timeline to implement a telehealth program, many practices may not have had adequate time and resources to consider appropriate policies and procedures governing the provision of telehealth services. Recently, a number of federal agencies have published guidance relevant to the provision of telehealth. This guidance provides a good opportunity for practices to either develop, or otherwise reevaluate, their telehealth policies, procedures, and processes from a legal and compliance perspective. This article will highlight some important issues addressed in this recent guidance.
Creating personal connections with patients has never been more important. Patient referrals, brand reputation, and social media are influencing how and where patients choose to seek care. According to the recent PT Patient Experience Report, “44% of patients are choosing clinics without a doctor’s recommendation, and 89% use other factors, such as social proof (e.g., reviews) and schedule flexibility when deciding where to seek care.”1
However, after two-plus years of a pandemic and social distancing, some practices may be struggling to build the authentic connections so crucial to patient loyalty and employee retention.
What does gratitude truly mean and how can you create a culture of gratitude within your organization? The Brittanica Dictionary defines gratitude as “a feeling of appreciation or thanks.” As a practice owner, you want to ensure your employees and patients know how thankful you are for them and to them. In keeping with that sentiment, you want to create an atmosphere of appreciation – but where do you start? Creating a culture of gratitude in your practice starts from the top down. For clinic owners and administrators to develop a complete culture of gratitude, employees, patients, and the community at large must all be considered. Each audience is equally important in fully embracing an “attitude of gratitude.”
