Healthcare Disruption Podcast

What is CUSTOMER SERVICE? Welcome to episode 36… The SEVENTH instalment in the [FRONT DESK SERIES]! Today we discuss a term that gets thrown around A LOT, and now it is showing up in Healthcare and Physio conversations a lot! I get asked on a regular basis, “can you train our front desk in customer service?”. To which I answer, “How will we measure success of this training?,How will we know we are successful in the practice?” NOBODY ever has an answer! Today’s episode takes on this concept of Customer Service, WHAT is it?, HOW do you measure it?, WHAT are you training folks in?You might be surprised at the answer. In order to be successful in your physio practice going forward YOU must understand this concept and how it applies to what you and your team do everyday in your practice! Here are the links to the people and the places from this show: JERRY: WEBSITE: jerrydurhamPT.com TWITTER: @jerry_DurhamPT INSTAGRAM: jerrydurham PT FACEBOOK: jerrydurham PT Subscribe on SoundCloud: https://soundcloud.com/user-545423841 Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Takeaways from [Ep 34] to IMPLEMENT! Welcome to episode 35… The SIXTH installment in the [FRONT DESK SERIES]! Last week we had our FIRST Patient Interview of the Front Desk Series, it was with Tina of LivingWellPain.net. As you know I LOVE hearing from patients about their experiences, thoughts and feedback on all things Healthcare, and the interview with Tina did not disappoint! In this episode I wanted to review my significant takeaways and look at how we can begin to implement some things she shared, today! The information that Tina shared should be discussed (a wee bit) and it should be implemented, a whole bit! Ultimately I will package Episode 34 and 35 into one podcast that I will title, “FUCKING GOLD” I’d love to hear your feedback after listening to both Episode 34 and 35 to see what you will do and to see what you believe needs to be done! Here are the links to the people and the places from this show: TINA: website: http://livingwellpain.net/ Twitter: @LivingWellPain JERRY: WEBSITE: jerrydurhamPT.com TWITTER: @jerry_DurhamPT INSTAGRAM: jerrydurham PT FACEBOOK: jerrydurham PT Subscribe on SoundCloud: https://soundcloud.com/user-545423841 Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

INTERVIEW! Tina... Living Well With Pain Welcome to episode 34… The FIFTH instalment in the [FRONT DESK SERIES]! This week we had our FIRST Patient Interview of the Front Desk Series! As you know I LOVE hearing from patients about their experiences and thoughts and feedback on all things Healthcare. From day 1 the Mission of this podcast was to put the PERSON back into the forefront and center of Healthcare!So, to that goal, I chatted with Tina, the Author of the “Living Well with Pain” blogpost. Tina and I have interacted on twitter (surprised?) and recently agreed to converse further about her experiences in the (UK) healthcare system. THE SIMILARITIES ARE NOT AS FAR OFF AS YOU IMAGINE. I came into this interview with no set questions or agendas, I just wanted Tina to share and this turned into a great discussion of which I took 2 pages of notes during the interview! Enjoy this episode as there is A LOT to hear and think about! Cheers all. **Contrary to popular belief this is not subtitled “The Matt Low Fan Show”!** Here are the links to the people and the places from this show: TINA: website: http://livingwellpain.net/ Twitter: @LivingWellPain JERRY: WEBSITE: jerrydurhamPT.com TWITTER: @jerry_DurhamPT INSTAGRAM: jerrydurham PT FACEBOOK: jerrydurham PT Subscribe on SoundCloud: https://soundcloud.com/user-545423841 Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

PHASE 2 Welcome to episode 33… The FOURTH instalment in the [FRONT DESK SERIES]! This week we move into the role of the front desk. We got the correct Mindset, we laid the proper Foundation and last episode we begin to build. Last week we got down to the 5,000 foot level and today we continue deeper to the 1,000foot level. This episode will deliver the outline for PHASE II, the phase owned by your Front Desk. We will discuss what are the GOALS of Phase II and how does it apply to Phase I and Phase III.I continue to the beat the drum on Your Practice as an ecosystem! FYI….. YOU DON’T NEED MORE NEW PATIENTS!! cheers and thanks for listening! Here are the links to the people and the places from this show: jerrydurhamPT.com TWITTER: @jerry_DurhamPT INSTAGRAM: jerrydurham PT FACEBOOK: jerrydurham PT Subscribe on SoundCloud: https://soundcloud.com/user-545423841 Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

LET’S BUILD Welcome to episode 32… The third instalment in the [FRONT DESK SERIES]! This week we continue to move closer into the role of the front desk. YES, it is important to have the correct Mindset then lay the proper Foundation before we can begin to build… (like what I did there?!?!). Last week we got down to the 15,000 foot level and today we continue deeper to the 5,000 foot level. This episode will deliver the frame we need to stand back and say, OH SHIT!!! The FRONT DESK ROLE is important to 1…taking care of patients 2… Growing my practice (at a rate I never considered). We go into the phases of the patient Lifecycle, we describe them and then break them down. I continue to the beat the drum on Your Practice as an ecosystem! cheers and thanks for listening! Here are the links to the people and the places from this show: jerrydurhamPT.com TWITTER: @jerry_DurhamPT INSTAGRAM: jerrydurham PT FACEBOOK: jerrydurham PT Subscribe on SoundCloud: https://soundcloud.com/user-545423841 Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

The Foundation Welcome to episode 31… The second installment in the [FRONT DESK SERIES]! This week we start moving closer into the role of the front desk. Last week we looked at this from the30,000 foot level, today we move down to the 15,000 foot level. This episode builds on last week to still look at the context around the Front Desk Role and HOW you can start to set them up for success to drive your business success! We start to dive into the Phases of the Patient Lifecycle as well as looking at your practice as an ecosystem! As well as WHERE your focus must be within each step of your patient’s lifecycle! cheers and thanks for listening! Here are the links to the people and the places from this show: jerrydurhamPT.com TWITTER: @jerry_DurhamPT INSTAGRAM: jerrydurham PT FACEBOOK: jerrydurham PT Subscribe on SoundCloud: https://soundcloud.com/user-545423841 Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Welcome to episode 30… The first in the [FRONT DESK SERIES]! It's time to dig into the most undervalued, most misunderstood, and the most poorly leveraged role in your Physio Practice…. YOUR Front Desk! This episode sets context and brings everybody up to speed on WHY there is a Front Desk Series on a Healthcare Disruption Podcast. Its 2019 and the Year Of The Patient (shall we say the Millennium of the patient) is upon us! Its time to get your focus on YOUR patient and their Lifecycle within your physio business. Once you do this you will then quickly see the HUGE role your Front Desk plays in the success of your patients, your providers and your business! Cheers and thanks for listening! Here are the links to the people and the places from this show: JerrydurhamPT.com TWITTER: @jerry_DurhamPT INSTAGRAM: jerrydurham PT FACEBOOK: jerrydurham PT Subscribe on SoundCloud: https://soundcloud.com/user-545423841 Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

It’s a World Wide FIRST here on the Healthcare Disruption Podcast….Welcome to episode 29 where I welcome Maxi Miciak, PhD…. The FIRST ever PhD on my podcast! The theme around CONVERSATIONS as the track for building success with our patients continues. Maxi has been the Author on multiple papers I have read (YES, RESEARCH PAPERS!) around all things Alliance in the Physio-Patient interactions. Maxi shares great insights into the different types of Alliances that are built and with whom…..Then of course we discuss HOW and WHERE and yes WHY these Alliances fit in the Patient’s Experience within a Practice!... Especially how it all fits into Phase I of the Patient Experience. The Phase that occurs from the 1st phone Call until patient arrival.. We even discuss the importance, the science!, behind getting patients to share their stories! Yes this podcast is an hour long because there was no way to shorten or cut this discussion! And yes you will even hear some hockey talk! Enjoy Part I of the conversation with Maxi and I would recommend planning on a 2nd listen after your 1st run through! Here are the links to the people and the places from this show: jerrydurhamPT.com Maxi Miciak on Twitter: @MaxiMiciak Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Welcome to Episode 28 of the much anticipated Part III of my interview with John Woolf. There is more on building success with our patients… THE CONVERSATIONS we have with patients …… This continues the conversation around The Patient Experience and Customer Lifecycle and how our understanding of relationships can make us all more successful. This episode continues about YOU the provider, and knowing your Story. … What I like to call the Hard Shit!... yet John will tell us why is NOT hard, (it might be work, BUT not hard!) Remember its Relationship Centered Care… NOT Patient centered, NOT Provider centered… Its RELATIONSHIP! Enjoy Part III of my conversation with John Woolf, PT who runs Patient Success Systems and has made it his Passion and Goal to make sure all Providers understand how best to use communication skills to build on Relationship Centered Care. Here are the links to the people and the places from this show: jerrydurhamPT.com John Woolf on Twitter: @juanloboPT John Woolf website: PatientSuccessSystems.com IAOM-US.com Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Welcome to episode 27….Have you ever heard the term “Population Health” or “Social Determinants of Health”?! Have you been on Social Media and seen the hashtag #PopHealthor #SDOH or #ZNA? Well up until very recently I had a very shallow understanding of all these terms and hashtags. Thankfully I heard Todd Davenport speak on this topic in January this year and I quickly understood (well not completely) what all this meant! I knew at that point that true disruption in Healthcare had to involve this understanding of Population Health. In this episode Todd and I dive into these terms and I truly believe that you will leave with a far deeper understanding of what it all means…. Cheers Todd will take you from high level to into the weeds and show you how the complexity is NOT all complex and how the factors tie together in what he has dubbed #ZNA… the true factor we must focus on as Physical Therapists. The speech that I heard Todd give in January is linked below.. Here are the links to the people and the places from this show: jerrydurhamPT.com Todd Davenport on Twitter: @sunsopeningband Link to Todd’s January Talk: https://www.youtube.com/watch?v=mKQVIf9irnA&feature=youtu.be&app=desktop Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Welcome to episode 25 where my very talented sidekick Andrew Rothschild returns! He’s the Beyonceto my Jay Z… First thing we do is find out how Andrew has been handling fame with his newPodacst! (linkBelow)…Then Andrew and I do what we do best, we talk about HOW to apply so much of what’s being talked about out there in the world of Physiotherapy. We talk about whatIve learned over the past year by working with more and more Practices on the Patient Experience and what classes and courses I’ve taken to move my knowledge and the Patient Experience forward. Asalways we focus on the FRONT DESK and their huge role in the success of your Practice! ENJOY! Here are the links to the people and the places from this show: jerrydurhamPT.com Jerry: TWITTER @jerry_DurhamPT Instagram jerrydurham PT Facebook jerrydurham PT Andrew on Twitter: @ARothschildPT @pt_soapbox (podcast) Andrew Podcast: Patient Soapbox https://anchor.fm/physiosoapbox Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Welcome to the 1st THROWBACK episode of Healthcare DisruPTion Podcast with Andrew Rothschild and Jerry Durham.  This is originally episode 7 released in September 2016…..Enjoy. Here is the original show notes. The conversation continues regarding the [Customer Lifecycle]().  This episode addresses the objectives of the customer lifecycle such as why do I need to put a lifecycle in place?  You will hear the discussion focus around WHO is the key employee in your company (hint…they do not have initials behind their name).  You will hear how these employee are involved in all the early interactions and becomes the voice of the company!  Lastly, we will discuss how with the Customer Lifecycle in place your employees will be empowered and in place to drive the change to make important improvements in the company.  The future is here, don’t fight it and don’t take it personally.  Time to figure out how to achieve your patient outcomes and keep your patients happy…all at the same time! Here are the links to the people and the places from this show: Jerry WEBSITE: jerrydurhamPT.com Jerry TWITTER: jerry_DurhamPT Jerry Instagram: JerryDurhamPT Jerry FACEBOOK: Jerry Durham PT Andrew TWITTER: ArothschildPT Andrew PODCAST: pt_soapbox Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Welcome to episode 24 where we continue the conversation with John Woolf. This is a great dive into HOW YOU the Provider need to better understand YOURSELF before you can ever truly help others. This episode SHOULD make you uncomfortable and make YOU question WHAT you need to do to best help your patients. John’s share of his conversation on how to have a conversation with a patient that requests something that “the evidence doesn’t prove” is PURE GOLD!!...It’s about COMMUNICATION, CONVERSATION, and LISTENING…. What I like to call the Hard Shit!! We talk about WHY taking a “Pain Science” Class and learning the BioPsychoSocial Approach is useless without first UNDERSTANDING yourself….. We then move to how this training and how these skills are incorporated into the Patient Experience and HOW you bring it into the first phone call and all the steps up to the patient meeting their Provider. As John says, “We’re trained better to feel with our hands than to feel our own feelings”…. Enjoy Part II of the conversation with John Woolf, PT who runs Patient Success Systems and has made it his Passion and Goal to make sure all Providers understand how best to use communication skills to build on Relationship Centered Care Here are the links to the people and the places from this show: jerrydurhamPT.com John Woolf on Twitter: @juanloboPT John Woolf website: PatientSuccessSystems.com IAOM-US.com Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Welcome to episode 23 where we dig into a true DISRUPTION in healthcare, Getting to YOUR potential patients BEFORE they need your Services!..In this episode I talk with Alex Engarand Will Boyd of Healthy Funnel. Alex and Will run a digital Lead Generation business for Healthcare Providers and have made it their mission to make sure Physical Therapists and other Healthcare Providers can find the people who will benefit from their services. Here’s the kicker Alex and Will are Physical Therapists too. This is a great conversation with 2 guys I met before they had their DPTs….. Take a listen to the OLD and the NEW of the Profession conversing about WHY we need these services available to ALL in Healthcare so we can join the people who need us earlier in their journeys! Also how Lead Generation will help to save our Profession! Here are the links to the people and the places from this show: jerrydurhamPT.com Alex Engar Will Boyd Website for Will and Alex: HealthyFunnel.com Facebook Group: Healthcare Digital Marketing Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Welcome to episode 22 where we build on a keystone of Provider Success with their patients… THE CONVERSATION they have with their patients …… This continues the conversation around The Patient Experience and Customer Lifecycle after they have gone through all the earlier steps and NOW they meet their Provider! This episode is about YOUR skills Providers, that is correct, BUT not the skills you think. It’s about COMMUNICATION, CONVERSATION, and LISTENING…. What I like to call the Hard Shit!! The stuff none of us want to work on because we THINK we are already good at it!So we take another class on dry needling, manual therapy, exercise, etc, etcAND never hone in our RELATIONSHIP SKILLS! The success with our patients/customers/clients is built on TRUST! ALL great Physio Outcomes are truly rooted in TRUST… Yes, we just call itTHERAPEUTIC ALLIANCE! So sit back and enjoy Part I of my conversation with John Woolf, PT who runs Patient Success Systems and has made it his Passion and Goal to make sure all Providers understand how best to use communication skills to build on Relationship Centered Care Here are the links to the people and the places from this show: jerrydurhamPT.com John Woolf on Twitter: @juanloboPT John Woolf website: PatientSuccessSystems.com IAOM-US.com Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Welcome to episode 20…. It’s time for Jerry to get uncomfortable! Jerry talks to AndrewVertson, The Numbers Guy. I am NOT a numbers guy and that is why it was key that I got Andrew on the show. What I have learned is that if YOU want business success then Step 1 is to Measure! It’s NO different than treating patients…..“If You Measure It, Then You Can Change It”. Again, YOU must measure it FIRST! After that, then you get to dig for the CAUSE of the changes in those numbers, or as Jerry and Andrew simply like to call it, Cause and Effect. Take a listen and realize how truly Step 1 to business success is measuring! Cheers and enjoy! Here are the links to the people and the places from this show: jerrydurhamPT.com Andrew’s Website: PTclinicMetrics.com Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Welcome to episode 19 where the unusual occurs …… we are ALL used to hearing Physical Therapists interviewed on shows telling us how things should be! And Yes, very rarely someone puts a patient on their show to talk about their experiences. So we at Healthcare Disruption Podcast said….. What The Fuck, let’s put a PATIENT and THEIR Physical Therapist on the same show!!! It's so simple and such a great way to get to solutions! So welcome LisaMaczura and her soon to be World Famous Physical Therapist, Eric Christensen…..but as you know on this show its ALWAYS ABOUT THE PATIENT, first and foremost! So take a listen and learn the REAL Answers to solving PATIENTS problems, from the PATIENT! As you listen think about phrases like THERAPEUTIC ALLIANCE and MANAGING EXPECTATIONS….. the application of those most important phrases are in this episode…. Cheers and enjoy! Here are the links to the people and the places from this show: jerrydurhamPT.com Lisa on Twitter: @lisamacncheese Eric on Twitter: @chandler_PT Chandler Physical Therapy: chandlerpt.net Subscribe on iTunes: itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Welcome to episode 18 where Jerry travels to a far off land called Canada to chat with a physio who is getting things done with his patients by putting his 3 E System into use! ( illgive you a hint, 1 E stands for Empowerment). Curtis Tait is a Physio in Canada who is an Owner in Tall Tree Integrated Health and is a Founder of AMP Physio a great new Education company. Curtis and Jerry talk about all things Patient Focused and talk about the numerous similarities between the US and Canadian Healthcare System when it comes to Physio….. YES far more than you think there are!.. Curtis and Jerry use many words that are foreign to many Physios around the world like, Expectations, Customers, Clients and the big one Healthcare Consumer! Take a listen and see how YOU can make a change tomorrow to better the EXPERIENCE for your patients and in turn drive up your Outcomes!! Cheers Here are the links to all websites and places we speak about: jerrydurhamPT.com Ice.Physio talltreehealth.ca AmpPhysio.com Subscribe on iTunes: https://itunes.apple.com/us/podcast/healthcare-disruption-podcast/id1261571234?mt=2

The Patient Lifecycle is the key in creating a successful Physical Therapy Business. On this podcast we have made it our purpose to get you the business owner (or potential) to understand WHY it’s important and WHAT its about. Today we discuss Step 4 in Jerry’s Patient Lifecycle, The Customer Arrival. As you will find in this episode the key to a successful Physical Therapy business is understanding YOUR patient’s journey within your business. The sooner you understand and the sooner you map out this experience, the more successful YOU will be. Listen for the points on communication with the patient AND with your Team. Also listen how customer service plays a role in your patients experience. Again this will be new to you and something you have not heard before…. Have a listen - then if you want to know more about Jerry or Andrew feel free to go over to jerrydurhamPT.com and click on the “Stay In Touch” button. Also feel free to me email Jerry at jerry@jerrydurhampt.com Thanks for listening…...

WE’RE BACK!!!!! And welcome back to you!.... So begins the next chapter in the Healthcare Disruption Podcast. The Podcast that KEEPS it real and works the fringes to talk REAL solutions to Healthcare and yes Physical Therapy! Andrew and Jerry break down ALL previous 15 episodes in this one episode to catch you up. You learn the history of where Jerry started and how after 8 years of being an In Network clinic he shifted 3 offices over to Out Of Network, on the fly! You also learn about the interviews we’ve done and WHY we chose those guests…. HINT: there’s a large leaning towards “customer service”, “putting the patient first” and ideas based on “NOT doing things the Old Way” Have a listen - then if you want to know more about Jerry or Andrew feel free to go over to www.jerrydurhamPT.com and click on the “Stay In Touch” button. Thanks for listening…...