Podcast appearances and mentions of jerry durham

Struggling to break through the revenue ceiling in your private practice? What if

In this episode of “What's Best For The Patient Is Best For Business”, Jerry Durham sits down with John Delucchi, DPT, CEO & Co-founder of COACH!, to discuss how his innovative company is transforming musculoskeletal care by bridging the gap between rehab and long-term fitness.John shares insights into COACH!, an online platform connecting patients with expert-level coaches (PTs, strength coaches, chiropractors, and athletic trainers) to continue their recovery journey after formal rehab ends. He also dives into his collaboration with Brett Miller, MD, founder of the HURT! App, a musculoskeletal triage system that fast-tracks patients to the right care—saving time, money, and frustration.  Key Takeaways:- Breaking Down Silos: COACH! strengthens the continuum of care by integrating PT, fitness, and performance—ensuring patients don't fall through the cracks after discharge.  - The HURT! App: A free, nationwide triage tool connecting patients with 2,000+ orthopedic professionals to avoid unnecessary ER visits and delays in care.  - Virtual Coaching: COACH! provides scalable, on-demand programming for post-rehab patients (e.g., ACL recoveries, total knees) to bridge the gap to full activity.  - Collaboration > Competition: John emphasizes leveraging multidisciplinary expertise instead of PTs trying to "do it all"—highlighting the future of integrated healthcare.  - Access & Accountability: Both platforms prioritize “right person, right place, right time” care while holding providers to high standards through feedback loops.  Tune in to learn how these models are disrupting outdated systems—and why collaboration, not silos, is the key to better patient outcomes and business growth. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this episode of What's Best for the Patient is Best for Business, host Jerry Durham welcomes back Anthony Maritato, a seasoned physical therapist and innovative clinic owner. Together, they dive into the importance of completed plans of care and how it directly impacts patient outcomes, clinic success, and provider satisfaction.Anthony shares insights from his own practice, highlighting how refining patient engagement and front desk processes can dramatically improve patient retention. Jerry and Anthony explore how understanding the patient journey—from the first phone call to the last visit—can make all the difference in keeping patients engaged, reducing drop-offs, and delivering real results.Key Takeaways:✔️ The Front Desk is Key – The first point of contact sets the tone for the entire patient experience. A well-trained front desk team can make or break completed plans of care.✔️ Understand Your Ideal Client – Identifying who you serve best ensures better patient alignment, leading to higher retention and better outcomes.✔️ Patient Engagement Drives Retention – Using tools like RTM, text messaging, and automated check-ins keeps patients connected and accountable.✔️ The Role of the Therapist – Burnout often stems from a misalignment between the therapist's approach and the patient's expectations. Clarity on both sides improves the care experience.✔️ Adapting Business Models – Leveraging telehealth for initial evaluations and onboarding can streamline care, improve accessibility, and even boost revenue.Tune in for an insightful conversation filled with actionable strategies to improve patient retention, create a thriving clinic, and ultimately do what's best for both the patient and the business. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this week's episode, Jerry Durham sits down with Adam Buglio to dive deep into the intersection of patient engagement, operational efficiency, and revenue opportunities in physical therapy practices. Adam, with decades of experience in the therapy industry, shares his journey, from occupational therapy to his role at North Coast Medical, and the lessons he's learned about maximizing value for both patients and clinic owners.The conversation highlights RX Cart, a powerful tool designed to streamline product recommendations, increase patient compliance, and drive clinic revenue—all while eliminating the hassle of inventory management. Adam explains how this innovative platform empowers front desk team members, enhances patient satisfaction, and provides clinics with measurable financial impact.Jerry and Adam also discuss the importance of understanding fixed vs. variable costs, leveraging patient trust to recommend meaningful solutions, and creating systems that empower staff to play a key role in the patient journey.If you're looking for practical insights to improve patient outcomes, drive revenue, and take control of clinic expenses, this episode is packed with actionable advice and thought-provoking ideas.Tune in to learn how a simple shift in strategy can lead to big wins for your clinic, your team, and your patients. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this episode of What's Best for the Patient is Best for Business, host Jerry Durham welcomes Ryan Martin, DPT, a physical therapist, educator, and co-founder of the Advanced Musculoskeletal Ultrasound (MSKU) Center. Together, they dive deep into the transformative role of diagnostic and interventional ultrasound in physical therapy and healthcare.Ryan shares his unconventional journey, starting from his early career in Hawaii, where he gained business insights from clinic management, to building a multidisciplinary practice model that integrates physical therapy, medical providers, and cutting-edge technology like musculoskeletal ultrasound. He explains how this tool not only enhances patient care but also elevates the value clinicians bring to their organizations.The conversation explores the importance of aligning patient care with business success, the role of multidisciplinary clinics in improving outcomes, and the necessity of systems and processes to create scalable, sustainable practices. Ryan also highlights the return on investment (ROI) of diagnostic ultrasound, not just in terms of reimbursement but as a catalyst for referrals, marketing, and patient trust.Whether you're a provider seeking to expand your skills, a practice owner exploring integration opportunities, or a healthcare professional curious about the future of patient care, this episode offers actionable insights on how to add value and stay ahead in a rapidly evolving industry.Key Takeaways:The role of musculoskeletal ultrasound in patient diagnosis and care pathwaysHow multidisciplinary clinics improve outcomes and streamline patient journeysThe value of understanding ROI to elevate your professional and business impactWhy the future of healthcare requires innovative systems and a patient-first approachTune in to hear how Ryan Martin's expertise is shaping the future of healthcare delivery and learn how you can bring more value to your practice, patients, and career.Visit Ryan Martin on LinkedIn (Ryan Martin, DPT) or MSKU.com for more resources and insights. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this episode, Jerry Durham welcomes Amit Gaglani, PT, OCS, founder of AG Management Consulting, to share his journey and expertise in transforming physical therapy practices into thriving, high-value businesses.Amit recounts his story of starting a private practice in 2004 and quickly realizing the challenges of running a successful business. Over the years, he mastered the art of implementing systems, optimizing operations, and building a practice that stands out in the competitive healthcare landscape. Now, he helps other clinic owners do the same.Listeners will gain valuable insights into:✅ Building a practice that operates as a scalable, sellable asset.✅ Identifying and fixing operational “leaks” to improve retention and profitability.✅ The critical role of front desk systems in patient success and business growth.✅ Aligning marketing, sales, and clinical care for seamless operations.✅ How private equity partnerships can amplify the value of a PT practice.Whether you're a clinic owner looking to grow or a practitioner aiming to enhance your business acumen, this conversation provides actionable strategies and inspiration to help you succeed.Connect with Amit Gaglani:LinkedIn: Amit Gaglani, PT, OCSAG Management Consulting: LinkedIn Page If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this episode, Jerry Durham sits down with Ron Allen, founder of The Profitable Therapist, to explore the financial pitfalls and opportunities in running a successful healthcare practice. Drawing on his personal story—watching his father, a mental health therapist, struggle to make sense of his finances—Ron brings a refreshing perspective to understanding the business side of healthcare.The conversation covers critical topics like understanding your financial health, setting accurate capacity expectations, and why pricing your services correctly is the foundation of profitability. Ron also shares practical tips on budgeting for taxes, tracking key metrics, and the value of setting profit as a non-negotiable in your business plan. For healthcare business owners who feel overwhelmed by the numbers, this episode offers a roadmap to financial clarity and long-term growth.Whether you're just starting out or managing a multi-provider clinic, you'll learn how to create a business that works for you—not the other way around. Don't miss this engaging and practical discussion that could transform the way you think about your practice's financial future. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this episode, Jerry Durham welcomes back Dr. Dana Strauss, an expert in physical therapy and public policy, to dive deep into the evolution and future of value-based care. Dana shares her insights on how physical therapists can play a pivotal role in this healthcare model, emphasizing the potential for PTs to influence patient outcomes and reduce costs by integrating with advanced primary care teams.They discuss the shift from traditional fee-for-service models to patient-centered, outcome-based care, and how this transition empowers physical therapists to practice at the top of their scope, build trust with patients, and drive impactful change in healthcare.Together, Jerry and Dana explore the possibilities for PTs to seize new opportunities, reduce high-cost interventions, and create meaningful, cost-effective patient care. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this special 100th episode, Jerry Durham reflects on the incredible journey of the podcast, from its early days as Baseball, Bourbon, and Business to the mission-driven show it is today. Jerry takes a moment to thank those who have been instrumental in shaping this milestone, including Lindsey Wilkins and Nate Navas, who helped him fine-tune the brand, business, and podcast itself. He also expresses deep gratitude to all the amazing guests who have shared their voices and expertise, making every interview a valuable piece of the puzzle. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this episode, Jerry Durham interviews Steven Coen, co-founder of SaRa Health, a platform designed to streamline Remote Therapeutic Monitoring (RTM) for physical therapy practices. Steven shares the origin story of SaRa Health, which was inspired by his personal experience as a frustrated patient navigating recovery.Throughout the conversation, Steven explains how SaRa Health simplifies patient-provider communication, reduces administrative burdens, and helps physical therapists improve plan of care completion. He also discusses the platform's role in value-based care and its potential to transform how clinics engage with their patients between visits. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this episode of the What's Best for the Patient is Best for Business podcast, host Jerry Durham sits down with Dr. Tina Gunaldo, a physical therapist and advocate for interprofessional collaboration in healthcare. Drawing from her years of experience and passion for creating cohesive healthcare teams, Dr. Gunaldo breaks down the true essence of patient-centered care and the vital role of interprofessional teamwork in achieving it.Jerry and Dr. Gunaldo dive deep into the distinctions between multidisciplinary, interdisciplinary, and interprofessional care, and discuss why understanding each model is crucial for healthcare professionals and leaders alike. Dr. Gunaldo shares her insights on the common barriers to effective team collaboration and offers practical strategies to overcome them—whether it's better communication, understanding roles and responsibilities, or learning to respect every professional's contribution to the patient's journey.If you've ever wondered how to transform your healthcare practice to provide the best patient outcomes while fostering a stronger sense of community and teamwork, this episode is for you. Tune in to discover why adopting an interprofessional approach isn't just better for patients—it's better for business, too. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this episode, we dive into the concept of "Bridge Visits" – a faster way to get patients into physical therapy while they wait for their regular provider. Special guest Jerry Durham, PT joins us for the first 15 minutes to share his insights on how clinics can improve patient experience and satisfaction from the very first phone call.Jerry is an expert in patient engagement and clinic operations. He'll be presenting at PPS 2024 with his talk titled "DROP OFFS, NO SHOWS, CANCELS: The Short Term cashflow killer, The Long Term Value Destroyer" – a must-see for any practice owner or manager looking to boost their clinic's efficiency and profitability. Learn how the front desk can make or break your patient relationships and how to optimize this crucial part of your business.In this episode, we cover:What are Bridge Visits and how can they help fill your schedule?Why patients appreciate quick access to care without long waitlists.Jerry Durham's expertise on building a better front desk experience.Tips for improving your clinic's intake process and patient satisfaction.

In this episode, Jerry Durham sits down with Michael Silva, a seasoned physical therapist and former clinic owner, to explore the journey of building a patient-centered practice. Michael shares his experiences, from starting a cash-based clinic to growing it into a thriving multi-location business, all while maintaining an unwavering commitment to exceptional patient care.Listeners will hear how Michael's dedication to creating a connected and engaging experience for patients set his clinics apart in a competitive market. He discusses the strategies that made his practice successful, including hiring the right team members, implementing effective systems, and focusing on the full patient journey.Throughout the conversation, Michael emphasizes the importance of motivation, engagement, and consistently delivering on promises. He also delves into the significance of breaking stereotypes in healthcare and surprising patients with outstanding service.Jerry and Michael explore valuable lessons on leadership, the critical role of understanding the patient experience, and why it's essential to prioritize the majority of patients who truly appreciate the care they receive.Whether you're a healthcare professional, clinic owner, or simply interested in the nuances of providing exceptional service, this episode offers actionable insights that can elevate any practice and enhance patient satisfaction.Tune in to discover how thoughtful actions can make a significant difference in both patient satisfaction and business success. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

Episode 196 NPTEFF Jerry Durham Interview

Join host Jerry Durham and guest Alex Bendersky as they dive deep into the evolving landscape of physical therapy. In this episode, they explore the intersection of value-based care, business models, and collaboration within the healthcare system. Alex shares insights into the importance of understanding and articulating the value of physical therapy, emphasizing the need for clinicians to align with economic values while maintaining their clinical expertise.Throughout the conversation, they discuss the potential for physical therapists to drive change by expanding their knowledge base, embracing collaboration with stakeholders across various domains, and challenging traditional models of care. From redefining the role of physical therapists as agents of change to leveraging technology and data to enhance patient outcomes, Jerry and Alex provide valuable insights for both aspiring and seasoned professionals in the field.Listeners will gain a deeper understanding of the opportunities and challenges facing physical therapy today, along with practical strategies for navigating this rapidly evolving landscape. Whether you're a clinician, student, or healthcare professional interested in shaping the future of rehabilitation, this episode offers valuable perspectives and actionable insights to inspire meaningful change.Tune in to explore how physical therapists can unlock their full potential, drive innovation, and create lasting impact in the world of healthcare. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this episode, Jerry Durham engages in a captivating conversation with Dana Strauss, an expert in healthcare transformation. Together, they explore the dynamic landscape of healthcare delivery, focusing on innovative approaches to home care, accountable care models, and the evolving role of primary care providers.Dana sheds light on the importance of building trust with patients and leveraging technology for e-consults, highlighting how these strategies contribute to improved patient outcomes and reduced costs. The discussion delves into the concept of primary specialty care, where primary care providers can access specialist knowledge without the need for immediate referrals, fostering a more comprehensive and patient-centered approach to healthcare.The conversation also touches on the significance of culture change within healthcare organizations and the challenges and opportunities associated with transitioning towards value-based care. Dana shares insights into initiatives like the Medicare shared savings program and advanced investment payments, which provide financial support for practices seeking to embrace new care delivery models.Listeners gain valuable insights into the future of healthcare delivery and the transformative potential of embracing innovation and accountability in patient care. Whether you're a healthcare professional, policymaker, or simply interested in the future of healthcare, this episode offers compelling perspectives on the ongoing evolution of the healthcare landscape.Tune in to explore how healthcare providers are reimagining care delivery to meet the needs of patients in a rapidly changing world.Connect with Dana Strausshttps://www.timelessautonomy.com If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with our team!

In this week's episode, Jerry Durham welcomes business strategist and growth expert April Shprintz to discuss the transformative power of cross-industry insights and the "generosity culture" in scaling businesses. April shares her journey from a humble beginning through a stellar career that spans over 94 industries, providing listeners with actionable strategies that any business can implement to enhance their operations and customer relationships.What You'll Learn:April's Background and Diverse Experience: From military service to leading a startup to a $7 billion IPO, April's unique path has equipped her with unparalleled insights into business growth and client care across multiple sectors, including healthcare, software, and more.The Generosity Culture: April explains how her framework focuses on investing in people—employees, clients, and the community—to drastically increase business revenue while reducing working hours.Cross-Industry Innovation: Discover how experiences in one industry can revolutionize standard practices in another, as April provides examples from her work in the MediSpa and software sectors.Client-Centric Strategies: Learn about the importance of understanding customer needs and how to leverage unhappy customer feedback to drive business improvements.The Power of Giving First: April and Jerry discuss the benefits of providing value without immediate expectations, enhancing brand loyalty and client referrals through genuine service.Networking and Referrals: Insights into how a culture of cooperation rather than competition with peers can lead to surprising business growth and community benefits.Practical Takeaways: From restructuring sales strategies to the simple act of picking up the phone, this episode is packed with practical advice that can be applied immediately to any business setting.Key Quotes:"Your unhappiest clients and customers are going to give you the best ideas.""The easier you make it to say no, the better quality of people you have saying yes.""I do all of this based on my framework that incorporates what I call the generosity culture, which allows people to be super successful by focusing on pouring into their people, their clients, and their community."[00:05:20] April shares her journey from broadcasting in the Air Force to becoming a top salesperson by focusing on client care.[00:12:30] Exploration of the "generosity culture" and its impact on business success.[00:25:45] April discusses specific examples of how applying software industry tactics helped a MediSpa increase its sales.[00:38:10] Discussion on the importance of adapting business models based on client feedback and industry needs.[00:52:20] April and Jerry delve into the ethics and efficacy of "giving away" valuable advice and content to build long-term business relationships.[01:15:35] They discuss the significance of referrals and networking, sharing personal anecdotes that underscore the value of transparency and assistance over hard sales.Contact April: Email: april@drivenoutcomes.comSocial: https://www.linkedin.com/in/aprilshprintz/https://www.instagram.com/aprilshprintz/https://www.facebook.com/AprilLShprintzhttps://www.threads.net/@aprilshprintzhttps://www.tiktok.com/@aprilshprintzhttps://www.youtube.com/channel/UCd3-7foc4_nVtub5Lb0LDkg Websites:www.drivenoutcomes.comwww.winningmindsetmasterypodcast.comwww.magicbluerocks.comIf you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with our team!

For a full transcript of this episode, click here. Here's a great musing that I read on LinkedIn: How will alternative primary care models fare when growth mode gets balanced with profitability and VC-supported burn rate is transformed to Big Retail bottom-line expectations? Mission v. margin. I'm gonna add to this: How will alternative primary care models, or even just doing good primary care, fare when it encounters the current system rife with perverse incentives of all kinds, including, yeah, for sure, Big Retail bottom-line expectations but also Big Health System and Big Payer bottom-line expectations and current business models? This show from last year was wildly popular—maybe one of our most popular shows—and relisten to it in the current context of what's going on right now in the primary care and MSO (Managed Services Only) space. Coming up, I'm gonna probably do a whole show on this if I can get my act together; but this encore is really relevant right now. One piece of podcast business before we get into the episode: Please sign up for our weekly email if you haven't already, especially if you consider yourself part of the Relentless Health Tribe. I am mentioning this not only because it's a great way to keep track of our shows because you can do an email search to remember where you heard something, since a good deal of the show intros are in the emails, but also, there's a plan afoot to hold some Zoom meetings to talk about different topics etc—and you won't be notified of such goings-on unless you're subscribed. You can unsubscribe whenever you want, by the way; and I am way too busy to send more than one email a week or spam if that was a concern. On Relentless Health Value, I don't often get into our guests' personal histories. There are a bunch of reasons for this, which, if you buy me beer, we can talk podcast philosophy and I will tell you all about my personal, very arguable opinion here. Nevertheless, in this healthcare podcast, we are going rogue; and I am talking with Scott Conard, MD, who shares his personal story. You may ask why I decided to go this route for this particular episode, and I will tell you point-blank that Dr. Conard's experience, his narrative, is like the perfect analogue (Is analogue the right word [allegory, composite example]?). His story just sums up in a nutshell what happens when a PCP (primary care provider) does the right thing, manages to improve patient care for real, and then at some point gets sucked into the intrigue and gambits and maneuvering that is, sadly, the business of healthcare in the United States today. Before we kick in, I just want to highlight a statement that Scott Conard makes toward the end of the show. He says: So, this isn't about punishing or blaming aspects of care that are being overrewarded today. It's really about what's the path forward for corporations, for middle-class Americans, and for primary care doctors who don't choose to be part of a big system. We have to figure out how to solve this problem. I hope people don't hear this and think that there are horrible people at some not-for-profit hospital systems, for example. There are some great people at not-for-profit health systems, but they have some really screwed-up incentives. A few notable notes from Dr. Scott Conard's journey and words of wisdom that I will just highlight up front here: He says that as a PCP, you actually can produce high-value care in a fee-for-service model … if you think differently and you change practice patterns. I have heard this from others as well, including most recently David Muhlestein, PhD, JD, who says this in an episode (EP393). As Dr. Scott Conard says later in this episode, healthcare organizations must embrace the art of medical leadership. So, I guess that's a spoiler alert there. Another point that Dr. Conard makes very crisply toward the end of the show is that doctors can kinda get pushed and pulled around in this mix. You have docs just trying to provide good care, and they work for one entity that gets bought and now it's some other entity … and what's happening upstairs and the prices being charged or somebody somewhere deciding not to make prices transparent, or deciding to sue low-income patients for unpaid medical bills or what charity care to offer or not to offer. These are not doctors in clinics making these calls, and we need to be careful here not to homogenize what some of these health systems are choosing to do like some kind of democratic vote was taken by everybody who works there. Health systems, hospitals, are many-celled complex entities. And a third takeaway—there are a bunch of takeaways in this show, but a third one I'll highlight here from Dr. Conard's story—is the old fiduciary responsibility code word being used by health system administrators as a euphemism for strategies that might need a euphemistic code word because the strategy has questionable community benefit. In the case study that we talk about today, the local health system managed to raise healthcare spend in North Texas by $100 million year over year. Employers and employees in North Texas communities wound up paying $100 million more year over year in healthcare one particular year. This was prices going up. It also was removing a big systemic initiative to keep heads out of hospital beds. Reiterating here, we are not talking about doctors here particularly because, of course, the vast majority of doctors are trying to prevent avoidable hospitalizations. But suddenly in North Texas, physicians did not have the population health efforts and the team really standing behind them helping to prevent avoidable hospitalizations. That sucks for everybody trying to do the right thing, and, as has been said, burnout is moral injury in a cheap Halloween costume. Moral injury happens when you have good people, clinicians, doctors, and others who realize that what is going on, at best, is not helping the patient. Also mentioned in this episode are Benjamin Schwartz, MD, MBA; David Muhlestein, PhD, JD; Brian Klepper, PhD; Al Lewis; Robert Pearl, MD; Karen Root, MBA, CCXP; and Wendell Potter.   You can learn more by emailing Dr. Conard at scott.conard@converginghealth.com.   Scott Conard, MD, DABFP, FAAFM, is board certified in family and integrative medicine and has been seeing patients for more than 35 years. He was an associate clinical professor at the University of Texas Health Science Center at Dallas for 21 years. He has been the principal investigator in more than 60 clinical trials, written many articles, and published five books on health, well-being, leadership, and empowerment. Starting as a solo practitioner, he grew his medical practice to more than 510 clinicians over the next 20 years. In its final form, the practice was a value-based integrated delivery network that reduced the cost of care dramatically through prevention and proactive engagement. When this was acquired by a hospital system, he became the chief medical officer for a brokerage/consulting firm and an innovation lab for effective health risk–reducing interventions. Today, he is co-founder of Converging Health, LLC, a technology-empowered consulting and services company working with at-risk entities like self-insured corporations, medical groups and accountable care organizations taking financial risk, and insurance captives to improve well-being, reduce costs, and improve the members' experience. Through Dr. Conard's work with a variety of organizations and companies, he understands that every organization has a unique culture and needs. It is his ability to find opportunities and customize solutions that delivers success through improved health and lower costs for his clients.   06:54 What triggered Scott's career journey? 07:31 What caused Scott to rethink what is good primary care? 08:11 Why did Scott realize that he is actually a risk-management expert as a primary care doctor rather than someone who treats symptoms? 09:25 EP335 with Brian Klepper, PhD. 09:53 How did Scott's practice change after this realization? 10:04 What is a “Whole-Person Risk Score”? 11:08 Scott's book, The Seven Numbers (That Will Save Your Life). 13:05 “You start to move from a transactional model to a relationship model.” 15:31 Did Scott have any risk-based contracts? 16:08 Why is it so important to look at total cost of care and not just primary care cost? 21:08 Scott's book, The Art of Medical Leadership. 22:13 EP381 with Karen Root. 30:43 Why did Scott move over to help corporations? 33:10 EP364 with David Muhlestein, PhD, JD. 33:51 “Everybody thought they were honoring their fiduciary responsibility, and the incentives are completely misaligned.” 34:31 EP384 with Wendell Potter. 34:43 “It's the system that's broken; it's not bad people.”   You can learn more by emailing Dr. Conard at scott.conard@converginghealth.com.   @ScottConardMD discusses #primarycare #marginvsmission on our #healthcarepodcast. #healthcare #podcast #digitalhealth #healthcareleadership #healthcaretransformation #healthcareinnovation   Recent past interviews: Click a guest's name for their latest RHV episode! Jerry Durham, Kate Wolin, Dr Kenny Cole, Barbara Wachsman, Luke Slindee, Julie Selesnick, Rik Renard, AJ Loiacono (Encore! EP379), Nina Lathia, Marshall Allen

For a full transcript of this episode, click here. This show has implications for provider organizations of all stripes, especially those looking to succeed in value-based care or those who need patient trust and relationships for any other reason, including just patient volume. This episode also is for provider organizations who are trying to prevent clinician burnout better. It's also for practices trying to get themselves into narrow networks where patient satisfaction is surveyed at some point in the process, and this includes Centers of Excellence networks. You know what the rate critical is that I talk about on the show today with Jerry Durham that rarely, if ever, gets talked about in any of these contexts? It's not some fancy data artificial intelligence thing or something else the doctor needs to be clicking on or nurses need to step up and handle. Nope. I'm talking about the front desk. What an overlooked secret to success or a clinician and clinical failure point! Consider that what goes on on or about the front desk is either gonna set up the doctor or other provider for success or make it really really hard for them. This is what I talk about today with Jerry Durham in this encore episode from a couple of years ago that is still so incredibly relevant because the insights that Jerry shares are so often overlooked and they impact both patients but also doctors and other clinicians in ways we don't often think about but, in this era of staff shortages and burnout, I'd suggest maybe we should. Here's something I never really understood: how physicians and nurses more often than not get to be responsible for the entire patient journey, including, start to finish, patient satisfaction. But if you just take one look at any random poorly rated physician's reviews, they're usually littered with complaints about the front desk in the practice. Negative reviews, of course, are not limited to front desk diatribes; but there's often a lot of front desk commentary in them. It has always seemed to me to be a common and strange phenomenon in healthcare provider practices where the front desk is like a totally separate little fiefdom with a different mission statement and goals from the healthcare providers in the same exact office. Isn't that odd when you think about it? I mean, first, the front desk is literally physically separated from everybody else. No matter which direction you approach from, there's at a minimum a half-wall barrier surrounding them. Sometimes, in directions most likely to receive an attack, I suppose, there's been added a big glass barrier. Liliana Petrova pointed this out in episode 236 of the Relentless Health Value podcast, and it was really the first time that I had thought about it at all and also thought about the implicit message this sends not only to patients but also to clinicians. That whole physicality of the setup, it just screams, “We over here have nothing to do with the mission or vision of anyone else in this place. We have our own thing going on over here, and to do it, we need to be protected from you all and all of your chicanery and untoward goings-on, you doctors and nurses and patients!” So, I was really inspired the first time I heard Jerry Durham from The Client Experience Company talking. His message, as I understood it, was that a practice really on board with helping patients achieve the best patient outcomes and, nothing for nothing, erode clinician burnout includes the front desk in their thinking. Jerry has said that there's four phases in the patient life cycle, as he calls it, which is sort of a synonym for the patient journey: 1. Marketing 2. The moment that a patient/person engages with the clinic or office 3. Provider interactions 4. The post course of care So, all of these phases—all four of them—are critical to both patient outcomes and experience but also, really, to business success. So, you kind of almost have to do well by doing good. The front desk is mostly responsible for that phase two: what happens when that person/patient engages with your office or clinic. In this healthcare podcast, as mentioned, I'm talking with Jerry Durham. He's a former physical therapist and practice owner who has worked with a whole lot of PT (physical therapy) practices and also other MSK (musculoskeletal) specialties among other clients. His message transcends the specialty, however. In this healthcare podcast, we get into a lot of aspects in terms of how a front desk can work for or against patient experience and outcomes. One of them is how a front desk can help secure a patient's relationship with a practice. Without a relationship and trust, patient outcomes are meh at best. But a lack of trust is a big hairy factor behind disparities in outcomes among different ethnic groups, for example, as one point to ponder. Also mentioned in this episode are Liliana Petrova and Julie Rish, PhD. You can learn more at clientexperiencecompany.com or by emailing Jerry at jerry@jerrydurhampt.com.   Jerry Durham is a healthcare consultant and physiotherapist with a singular passion for leveraging the entire healthcare practice team toward improved patient outcomes while increasing the practice bottom line. Jerry has 30+ years' experience as a physiotherapist, including 20+ years of business ownership, including practice ownership, business consulting, and a virtual front desk sales solutions for healthcare practices. Jerry has spent a lot of time on the front line of physio practices answering calls and learning why patients think and act the way they do when interacting with the front desk team. He has learned how to leverage the information at first contact carried all the way through to a completed plan of care, and these are the systems that lead to greater patient outcomes and greater practice success. Jerry defines these systems as “the rules of client engagement.”   05:49 What is the patient life cycle? 06:48 What are the milestones of the patient life cycle? When does it start? 10:05 “This isn't a business solution; this is a patient-driven solution.” 10:21 “What is best for the patient is best for business.” 13:25 “The takeaway there is that your team members are all driving toward the same goal.” 14:34 How does the front desk impact health outcomes? 16:41 What is the objective of a front desk to reduce provider burden? 20:03 EP236 with Liliana Petrova. 21:18 “There's actually three roles at the front desk.” 30:37 EP228 with Julie Rish, PhD.   You can learn more at clientexperiencecompany.com or by emailing Jerry at jerry@jerrydurhampt.com.   @Jerry_DurhamPT discusses #patientengagement and #clinicianteam success on our #healthcarepodcast. #healthcare #podcast #digitalhealth #healthcareleadership #healthcaretransformation #healthcareinnovation   Recent past interviews: Click a guest's name for their latest RHV episode! Kate Wolin, Dr Kenny Cole, Barbara Wachsman, Luke Slindee, Julie Selesnick, Rik Renard, AJ Loiacono (Encore! EP379), Nina Lathia, Marshall Allen, Stacey Richter (INBW39)  

For a full transcript of this episode, click here. First of all, I just want to start out this pod and really thank everyone listening and for showing up for a show like this one. You do it and you are here because you care about patients/members. It's just so easy to feel like we'll never be able to do enough, and that's a rough, rough feeling. Please take a moment to truly hear how grateful I am for you being here and for doing all that you do and that you try to do. I saw on the interwebs the other day a Marcus Aurelius quote. What he said was, “Be satisfied with even the smallest progress.” And I think this is really important to remember because nobody working in the healthcare industry, especially today, is ever probably gonna get anything close to a perfect solution. So instead, just aim for progress—even the smallest amount—and feel good about that, please. This show is an important one for anybody either in the business of healthcare delivery or buying healthcare delivery services. It's an exploration of what works and what doesn't work and how what works can easily become what doesn't work in the face of the real world. This peril of cutting clinical “waste” perilousness all starts with the whole “Hey, let's make some money, so we gotta scale and be efficient. We gotta do our thing at as low as possible a cost and maybe grow as fast as possible. We gotta keep our investors happy or pay off the debt we got saddled with or pay that giant management fee we're being charged or compensate the C-suite at the level they've grown accustomed to.” So again, the “let's be efficient and get everything repeatable” has entered the building. The first point my guest today, Kate Wolin, ScD, makes about all of this—and this is exactly the same point that Rik Renard made in episode 427—efficient to what endgame? Now, it turns out, surveys show, only a small, small percentage of healthcare delivery solution providers are measuring outcomes of pretty much any kind. So, how do we even know if cutting so-called waste is actually waste at all? I mean, in the absence of any actual measures—here's a hypothetical for you—someone could look around: “Hey, I see these nurses. They're all just sitting around chatting with patients and, I don't know, talking about throw rugs? What is this? An episode of HGTV? Who cares if a patient with diabetic neuropathy has throw rugs in their hallway? Let's tell these nurses chop-chop, get them on the computer using AI to be efficient, right? Let's get rid of that clinical waste.” I just made a point in the most sarcastic way possible, but the bottom line is this: It's actually really efficient to not engage patients in these ways, right? Patients, they talk slow, they ask questions that seem irrelevant, and they're time-consuming. It's very efficient to not build relationships or foster trust or, I don't know, assess fall risks … but whatever is going on is also going to fail in that model—from a patient outcome standpoint at least. Here's a quote from Sergei Polevikov, with some light edits. He wrote on LinkedIn: Primary care is not scalable in the same way as Scrub Daddy or Bombas Socks. That's something not taught in MBA and CFA programs. Someone should have told Walgreens, CVS, Amazon, and Walmart. They also probably should tell a whole bunch of point solutions and payers. Also, some health system execs or pharmacy leaders might also want to get that memo. What I really liked about the conversation with Kate Wolin in this healthcare podcast is that she retains optimism in the face of all of this. She offers advice for how to navigate the balance between mission and margin in a way that's better for patients and also sustainable financially. She talks about three points: 1. Founders and investors being in alignment and the essential nature of that 2. The importance of having clinical leadership and a team dynamic that enables innovation but in a clinically sound way 3. How you gotta measure what matters and do it in a way that inspires a mission-driven culture If we're talking about relevant shows to listen to next after you listen to this one, please do not forget episode 331. This is where Al Lewis teaches us how to evaluate wellness vendors and health solutions, but it also teaches us how to be a good wellness vendor or health solution. Also, do come back and listen to the encore with Jerry Durham next week about front desks and the total care experience. Lots of really bad avoidable things happen if the front desk isn't considered—and it isn't often considered. For sure, also listen to the show with Kenny Cole, MD (EP431); that's a must-listen. Then again, the show with Rik Renard (EP427) came up several times in this episode. The show with Jodilyn Owen (EP421) also gets brought up; that's a great cautionary tale there to keep in mind for mission-driven entrepreneurs and investors. And then, I also recommend J. Michael Connors, MD. He writes a lot of stuff in a newsletter along these lines. Last, last, last … Please go to our Web site and subscribe to the weekly email. I am planning on doing a few invite-only sessions for email subscribers. Plus, the weekly email is a really very convenient way to get the episode transcripts and stuff. And if you don't get it, you're making your life less efficient. So, go fix that. Kate Wolin, my guest today, trained as a behavioral epidemiologist and has done research in chronic disease prevention and management. She launched and led a digital health start-up and sold it to Anthem. She's been in the digital health start-up space largely at the intersection of science and product strategy ever since. Also mentioned in this episode are Rik Renard; Sergei Polevikov; Walgreens; Amazon; Walmart; Al Lewis; Jerry Durham; Kenny Cole, MD; Jodilyn Owen; J. Michael Connors, MD; Carly Eckert, MD; and Mike Pykosz. You can learn more by following Dr. Wolin on LinkedIn.   Kate Wolin, ScD, is a behavioral epidemiologist who left academic medicine to launch and lead a digital health start-up, which she bootstrapped to profitability before selling to Anthem. She has since been a C-suite leader, investor, and advisor to digital health start-ups and enterprise organizations on bridging clinical and behavioral science with product strategy and execution. She has been named as a Forbes Healthcare Innovator That You Should Know and a Notable Woman in STEM by Crains. Dr. Wolin is a Fellow of the Society of Behavioral Medicine and the American College of Sports Medicine and teaches entrepreneurship at Kellogg.   06:24 Irrespective of money, what works in clinical care and population healthcare? 09:51 EP361 with Carly Eckert, MD, PhD(c), MPH. 10:26 Why is creating a gathering place and sense of community important in clinical care? 12:46 “Sometimes, we make this about the clinical provider. It always makes me think about the rest of the people in an ecosystem that create trust.” 13:49 EP297 with Jerry Durham. 14:11 Where can things go wrong when we start to think about the margin in respect to the clinical care that works? 16:47 EP427 with Rik Renard. 19:35 “We're actually very unspecific in what we're trying to achieve a lot of times in these digital health programs.” 24:00 “Are you aligned as a founder, as a business with your investors on the pace of growth and what is feasible … ?” 25:30 Why is Dr. Wolin optimistic about achieving growth and still providing value? 28:17 Why is it important to ask why something is being done? 30:39 EP421 with Jodilyn Owen. 34:35 How are people motivated, and how can you use that to reduce turnover? 35:21 Why measuring what matters and communicating that is important.   You can learn more by following Dr. Wolin on LinkedIn.   Kate Wolin, ScD, discusses #clinicalwaste on our #healthcarepodcast. #healthcare #podcast #digitalhealth #healthcareleadership #healthcaretransformation #healthcareinnovation   Recent past interviews: Click a guest's name for their latest RHV episode! Dr Kenny Cole, Barbara Wachsman, Luke Slindee, Julie Selesnick, Rik Renard, AJ Loiacono (Encore! EP379), Nina Lathia, Marshall Allen, Stacey Richter (INBW39), Peter Hayes  

For a full transcript of this episode, click here. This show today is for physicians or other clinicians or providers who are still taking insurance—those who are going about their day being pretty normal ... but at the same time, they're noticing one and/or two things potentially going on. Here's thing one: They may be seeing patients struggling to afford care, especially patients with commercial insurance and huge deductibles. And/Or thing two: They may have patients actually coming in and asking to pay cash. It's definitely becoming known in some circles that about half the time the cash price for something is actually cheaper than the “negotiated” rate with an insurance carrier. And this has really become an actionable insight for patients who haven't yet met their deductible, and some high percentage of patients—maybe upwards of 90% of patients—won't meet their deductible in any given plan year. So, all of this is probably some pretty obvious foreshadowing, but let's run through two maybe quick reasons why a practice might want to contemplate ways to make it easier for patients to pay cash when it is, in fact, cheaper for that patient to pay cash than it is for them to go through their insurance. Now, a clarifying point here: We are not talking here about that patient always paying cash heretofore … like, never using their insurance ever again, even if they get hit by a bus. No. We're talking about the patient coming in for some office visit or service, and today, they want to pay with a wad of money they take out of their wallet and hand you. That is the end of the transaction that we're talking about here. So, here's the first of let's just say two reasons that a practice might want to entertain taking cash from insured (technically, at least) patients. First reason: We have a situation in this country where 48% of insured commercial patients say that they are delaying or forgoing care due to cost or fear of cost. Sometimes I say this 48% number to a clinician, and they will reply, “Well, that's not in my practice or in my hospital; our patients show up.” To which I reply, “Yeah, because the patients abandoning care are not the patients that are coming in. They are abandoning care.” Now, the second reason a “normie” practice might want to be thinking about how to help patients get the best possible price here is maybe less intuitive, but it's a financial motivation for the practice. I just saw Eric Vanderhoef. He wrote on a Listserv recently, and this is what he wrote: Patient no-shows and cancellations cost healthcare providers as much as $7500 per month. That's a loss of $375 per patient. Hmmm … okay. Keep this in mind: The whole cancellations costing providers upwards of $7500 a month would help reduce this. Coincidentally, I was talking to Paula Muto, MD (she's the founder of UBERDOC) about this exact same topic the other day—just the crazy no-show rates that many practices experience—and she made some really good points, which are exactly in line with the Tebra report Eric Vanderhoef referenced above. She said that if a patient knows exactly how much a physician visit is going to cost—because they're paying cash and the price is set between the doctor and the patient, so the price is the price, the end—no-shows will go down, and this is especially true when the appointment is tomorrow and not six months from now when appointments are booking these days. It's kind of not normal for anybody to know what's gonna be happening in lives six months from now, so no wonder patients fail to show. Dr. Muto is recommending maybe having a couple of slots open every day for patients who want to pay cash. Doing this could help improve some—not all, for sure, but some—practice cash flow issues which are caused by the no-show thing or the getting paid by the insurance carrier net whatever months later after a billing fight kind of thing. And it's also a win-win for patients with high-deductible plans, especially those patients who are coming in asking to pay cash. In the conversation today, Marshall Allen, my guest, explains how to, in a simple enough way, operationalize the ability of a practice to take cash. There's a form that you'll need for insured patients. You'll actually need a cash price. It's also a marketing opportunity. For example, you can get listed with entities that connect consumers to practices that take cash, like UBERDOC, but there's also a growing movement of employers, especially in some parts of the country, who are looking around for providers who will do direct contracting or cash prices. In fact, I just saw a study the other day: “New polling conducted by Marist … found that 94 percent of adults agreed that hospitals, insurance companies and doctors should ‘be legally required to disclose all of their prices, including discounted prices, cash prices, and insurance negotiated rates across hospitals and across plans in an easily accessible place online.'” Alright, if I know you, you are thinking right now about all of the reasons why this won't work. So, let me head you off at the pass. My guest today, Marshall Allen, solves for the most common issues that everybody brings up, including the big kahuna issue, the “I am contractually forbidden by a health plan to allow patients to pay cash.” You will need to listen to this podcast for the answer. Now, there are, of course, other hairballs to untangle that we do not address today. As Marshall Allen says, there are layers of dysfunction here. One bit of weirdness is something that David Schreiner, PhD, told me about the other day. David is CEO of Katherine Shaw Bethea Hospital in Dixon, Illinois; and he's also the author of a new book entitled Be the Best Part of Their Day: Supercharging Communications With Values-driven Leadership. David said that sometimes hospital payer contracts have the payer reimbursing the hospital for a percentage of overall charges. Yes, you heard that right. The hospital totes up, using their charge master rates, the total amount of billings for the entire year; and the carriers pay a percentage of that total. So, the hospital has a big incentive to keep charge master rates as high as possible. If some patients pay lower cash amounts, then their carrier reimbursement (the hospital's carrier reimbursement) will drop. Probably some math there, I guess, because if it's determined that patients aren't actually showing up for services due to cost, then they might be getting paid a percentage of zero by the carriers; but point taken still. There are, for sure, considerations to be thought through; and, for sure, having contracts like this is one of them. I was talking to Lauren McAteer the other day, and she told me when she worked for a hospital and went to meetings, sometimes she'd bring in a hospital gown and hang it over a chair in the conference room to make it harder to not consider the patient perspective and think about how decisions impacted patients. Good idea, because where there's a will, there's often a way. My guest today, Marshall Allen, probably needs no introduction. But I ask Marshall for the skinny on how he started Allen Health Academy, and you will hear him introduce himself. So, in the interest of eschewing redundancy, let's do this thing. Also mentioned in this episode are Eric Vanderhoef; Paula Muto, MD; David L. Schreiner, PhD; Lauren McAteer, CCXP; Benjamin Jolley, PharmD; David Scheinker, PhD; William Shrank, MD; Jerry Durham; Leon Wisniewski; Cristin Dickerson, MD; and Dutch Rojas. You can learn more by signing up for Marshall's newsletter at marshallallen.substack.com. You can also go to Allen Health Academy or to Marshall's site.     Marshall Allen has spent more than 17 years investigating the healthcare system as a journalist. He is the founder of Allen Health Academy and the author of Never Pay the First Bill: And Other Ways to Fight the Health Care System and Win. His book and his health literacy videos, The Never Pay Pathway, are helping working Americans save hundreds and thousands of dollars—per healthcare encounter. Marshall is a two-time finalist for the Pulitzer Prize and winner of the Harvard Kennedy School's Goldsmith Prize for Investigative Reporting and dozens of other journalism awards. For more information, visit allenhealthacademy.com and sign up for his newsletter at marshallallen.substack.com.   07:04 What Allen Health Academy is doing. 11:01 What's the problem with the system now? 14:19 EP363 with David Scheinker, PhD. 14:27 EP413 with Will Shrank, MD. 14:34 What's the hack Marshall Allen shares for insured patients paying cash? 15:06 How can patients cite HIPAA to pay cash instead of using their insurance? 19:00 What's the first recommendation Marshall Allen has when dealing with healthcare billing? 21:26 EP297 with Jerry Durham. 21:48 What are the other benefits of a clinic accepting cash payments? 25:36 Why do we need to have more direct pay happening? 26:36 How should a medical provider set a cash price? 27:12 Research tools for fair pricing: fairhealthconsumer.org, BILLY, colonoscopyassist.com, Jason Health, Green Imaging. 32:36 How do you find the win-win between a patient and a doctor? 32:51 What's the final tier of partners in creating more direct-pay opportunities? 34:30 What's Marshall Allen's opinion on having to pay credit card fees?   You can learn more by signing up for Marshall's newsletter at marshallallen.substack.com. You can also go to Allen Health Academy or to Marshall's site.   @marshallallen discusses operationalizing cash payments for #clinicalpractices on our #healthcarepodcast. #healthcare #podcast #pharma #healthcareleadership #healthcaretransformation #healthcareinnovation   Recent past interviews: Click a guest's name for their latest RHV episode! Stacey Richter (INBW39), Peter Hayes, Joey Dizenhouse, Benjamin Jolley, Emily Kagan Trenchard (Encore! EP392), Cora Opsahl (Encore! EP372), Jodilyn Owen, Ge Bai, Andreas Mang, Karen Root (Encore! EP381)  

In this new episode Rick sits down with a nationally known speaker, author and coach with a singular passion for leveraging the entire practice team towards improved patient outcomes, Jerry Durham to talk about how to pay your front desk more to do sales tasks. Jerry Durham has over 25 years of experience and 20+ years of business ownership, including practice ownership, consulting and business coaching, he has spent significant time on the front line, answering calls and learning why patients think and act the way they do when interacting with the front desk. In this conversation Rick and Jerry discuss topics, such as: - How your practice can thrive during a Recession and Inflationary times - Why clinic owners should stop chasing the shiny objects - Do you compensate your front desk appropriately for their respective roles? - How to pay your front desk more to do sales tasks - How crucial is the role of your clinic's front desk? - Is it better to replace your front desk with a kiosk? - What is the highest salary for a front desk position, including bonuses?   Follow Jerry: Instagram: @‌jerrydurhampt Watch the episodes on Youtube: https://www.youtube.com/c/RickLauCallHero Follow me: Instagram: https://www.instagram.com/thericklau/ Linkedin: https://www.linkedin.com/in/rick-lau-75453021/?originalSubdomain=ca Join Jerry at the Clinic Boss Summit from January 25-27, 2024 to learn from the top clinic owners in the world: https://clinicaccelerator.com/clinic-boss-summit/ Sponsors: Callhero: https://mycallhero.com/ Clinic Accelerator: https://clinicaccelerator.com/

In this week's episode, Jerry Durham dives deep with Zach Smith, PT, DPT, a physical therapist with a penchant for understanding the importance of the patient experience. As Zach reflects on his journey from a fresh graduate focusing on mastering PT skills to realizing the significance of the customer experience and therapeutic alliance, we discover that success in the PT world isn't just about clinical expertise. Whether you're a budding PT or an established clinic owner, this conversation is one worth listening to! About Zach Smith, PT, DPTDr. Zach Smith attended the University of New Mexico where he graduated summa cum laude with a Doctorate in Physical Therapy and magna cum laude with a Bachelor of Science in Exercise Science. Zach currently works as a physical therapist and strength and conditioning coach.He specializes in orthopedic and sports rehabilitation and injury prevention as well as sports performance. Zach works with all levels of athletes including members of the profession football, baseball, and basketball players as well as a variety of collegiate and high school athletes.Zach uses a fully integrated approach through the unique use of both physical therapy and exercise science principals to help clients perform at their optimal level while avoiding or recovering from injury. Zach uses his knowledge of physiology, kinesiology, anatomy, and his experience as a division I athlete to safely and effectively maximize performance and recovery.Zach uses a science and evidence based approach to administer the most effective and current forms of training and injury prevention.Zach grew up with a passion for movement, fitness, and athletics. He competed at a national level in track and field and was a multi-sport athlete through his childhood. He received a scholarship for track and field from the University of New Mexico, where he specialized in long jump, triple jump, and short sprints.Through his athletic journey he has overcome several serious injuries that required physical therapy. From these experiences he found a strong passion for helping others return to and maintain peak physical health. He takes pride his ability to return clients to the things they love. Connect with Zach:HIDEF Physical TherapyFollow him on instagram: @zachthept Follow him on LinkedIn 

Key Takeaways • Everyone involved in wellness can have greater success by putting the patient/client first • Flip the script and ask the right questions to take back control over your healthcare • Stop deciding your healthcare solutions based solely on who takes your insurance   “You owe yourself the same questions, the same process, whether you're calling the chiro office, a massage therapist, or a personal trainer. Any of these things can be a solution for you if you take the reins back from them,” explains Jerry Durham, physical therapist and owner of The Client Experience Company. Today, Jerry joins host Andrew to talk about the healthcare solution and the importance of putting the focus back on finding out the patient's actual needs.   Everyone has different needs and there can be multiple potential solutions for similar health concerns. Unfortunately, the healthcare industry has the wrong focus most of the time, and when a patient calls the focus is entirely on scheduling, asking for insurance information, or selling something. In order to actually get to a true solution, you have to ask the right questions. Otherwise, you will end up wasting your time, money, and energy going to providers who cannot actually help. Asking the right questions to qualify a potential patient is also important on the provider's side otherwise you will end up scheduling someone who is a bad fit when that time could have been better spent on someone else.    Many healthcare workers are suffering from burnout, but this should not be an excuse for them to be unhelpful. If you call someone looking for a healthcare solution, you owe it to yourself to advocate for your health by asking the right questions. Ideally, the people answering the phone would ask the right questions of you, but if that does not happen then it is up to you to take back control.     Quotes • “We can have greater success in healthcare, in physiotherapy, in wellness, by focusing on the people we serve.” (3:40-3:48 | Jerry) • “Where this journey should really start for you is what you're looking at online, what you're reading, what questions you're asking, and what questions are asked of you from this so-called solution.” (11:34-11:48 | Jerry) • “You owe yourself the same questions, the same process, whether you're calling the chiro office, a massage therapist, or a personal trainer. Any of these things can be a solution for you if you take the reins back from them.” (31:13-31:29 | Jerry) • “Quit basing your health and wellness on if they take your insurance.” (47:06-47:09 | Jerry) Social Media   Links Connect with Jerry Durham: Website | https://www.clientexperiencecompany.com/ Instagram | https://www.instagram.com/jerrydurhampt/?hl=en Facebook | https://www.facebook.com/JerryDurhamPT/ Twitter | https://twitter.com/Jerry_DurhamPT?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor  LinkedIn | https://www.linkedin.com/in/jerry-durham-5383711/   Connect with Physio Room:  Website | ​​https://physioroomco.com/  Instagram | https://www.instagram.com/physioroomco/ Facebook | https://www.facebook.com/physioroomco Andrew's Personal Instagram | https://www.instagram.com/dr.andrewfix/  Andrew's Personal Facebook | https://www.facebook.com/andrew.fix.9/   Podcast production and show notes provided by HiveCast.fm

Do you have any ideas on how to have the ability to manage a client-customer relationship and understand the value of what they will receive through marketing? Are you at a point where you and your team want to grow your field of business? Welcome to the "Rehab to Wellness B.O.S.S" Podcast! I'm your host, Kim Nartker, PTA. In this week's episode, I am joined by Jerry Durham. Jerry Durham believes that there is true magic in the relationship you build with your Client/Patient. The simple path to business success is learning how to engage the new Healthcare Consumer! Inspiring and empowering your employees to create memorable Patient Experiences through a complete understanding of YOUR individual patient lifecycle and precisely how to move your patient through it is the key to your ultimate business success! Jerry will share his methods on how he helps new practice owners quickly launch a thriving business in their area. This is a very actionable session where he will talk about his strategies and processes that have worked for years. We will touch on such topics as: The only time it is about money is in the absence of value. In the lack of value, people will devote themselves to cash. The most significant impact is what you do with your potential patient-client customers before they arrive at your business. Clients want an expert who will tell them their problems and give them a plan for their journey back to the solution they desire. If you get into the first call and make that part of the value, price becomes less of an issue. You can refine your clinical skills and gain more confidence in the clinic, but don't try to grow with it simultaneously. How to manage one client through their life cycle within their business so they can replicate it thousands of times over across hundreds of employees It only takes one successful customer-client patient to grow your business. Everybody on your team impacts the client-patient outcome. You must understand who you are serving and who your actual customer is, Understand where you will build the process to create the system and hire the best people for each role. Reach Out to Jerry: Website: https://jerrydurhampt.com/ Instagram: @jerrydurhampt Facebook: www.facebook.com/JerryDurhamPT Reach out to Me: Get YOUR FREE WELLNESS BUSINESS SUCCESSFUL START-UP CHECKLIST HERE! Facebook Group: Rehab to Wellness B.O.S.S Website: https://thestretchmobilitycoach.com/beacoach/

Have you ever noticed how the sales process starts with a phone call?  Have you ever wondered about the benefits of having a GREAT conversation with a patient over the phone before they become official clients?  Jerry Durham helps Physical Therapy Practice owners engage patients for greater results. Following his graduation from Physical Therapy school, Jerry practiced in a variety of settings, including both inpatient and outpatient, from small independent clinics to large hospitals. From the very beginning, Jerry wondered why there wasn't specific emphasis placed on treating patients as individuals, with unique concerns and objectives and why more effort wasn't being made to develop true relationships with patients.This week's Healthcare Hacks and Connection, Nathan Navas and Jerry Durhams will talk to you about the biggest benefits of maintaining and controlling the first phone call with your patient that leads to SALES. They will touch on such topics as:How he shift from “I'm stuck with employment” to “I made a sale from my First Phone Call” If you read a book five different times, it will hit you in five different ways.  Are Sales and Marketing the same? The EcoSystem of your business is Sales, Marketing, Retention, and Referrals. How to get your audience into your world? The best salespeople ask great questions that let other people talk Bring respect to the Frontdesk, they bring the important part of your business - the Sales. The important roles of each team member to your business. Hack: First phone call equals the first impression equals the first sale. P.S. Follow, rate, and review Here Additional Resources:Reach out to Jerry:Social:Facebook group - Whats Best For The Patient, Is Best For BusinessYoutube - Jerry Durham PTReach out to Me:Social: Instagram (https://www.instagram.com/thepodcast_doc/)Facebook (https://www.facebook.com/nate.navas)Affiliates:physiomemes.com (Discount code)= Nate20https://www.poddecks.com/  (Discount code)= PODDOC

Answer this... Have you ever given much thought to your patients' experience the second they walk into your clinic? In this episode, we talk to licensed Physiotherapist and champion of 'front desk training' Jerry Durham, as we discuss ways in which you can put a smile on the faces of everyone who walks through your door simply by improving your front desk experience.  Packed with practical, accessible and easy-to-implement action points, if you're a hearing care professional who cares about creating a long lasting impression, this episode certainly well worth your time.  You can keep up to date with Jerry Durham by following him on Instagram, YouTube, and listening to his Apple Podcasts. To learn more about growing your private practice, visit www.businessofhearing.com  

On this episode, Karl and Paul talk with Jerry Durham who is a certified genius when it comes to the sales process. They cover topics of how to truly serve a business if you're coming out of school and want to get paid what you are worth. They talk about how sales is one of the biggest assets you can bring to the table if you want to increase what you make and jerry gives away the ultimate secret about what employers want to hear if you're interviewing and want to lock in your acceptance. Listen... this is that fire episode!! *** If you have a brand or business that needs to be more visible. If you feel like not enough eyes are seeing your website or not enough people are lining up to get on a call with you, then we have THE premier solution for you! https://www.seosimplified.agency/home https://www.seosimplified.agency/links Learn the fastest way to explode organic traffic in your business in just 5 days! https://www.seosimplified.agency/5daychallenge We want to personally show you how to increase organic traffic to your website and business without having to spend a single dollar on ads. Questions: text us at (813) 797-5583 --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app --- Send in a voice message: https://anchor.fm/off-the-clock-healthcare/message

Wednesdays are for incredible episodes and this week does not disappoint. Jerry Durham joins Gabby and Sarah to talk about life and life as a PT. Jerry starts out strong at the beginning of the episode with some hard truth and does not shy away from the tough conversations. And, let us tell you, his knowledge and advice is unrivaled. It is so good that you will want to re-listen to this episode over and over and over again. Do yourself a favor and download this episode now so you can listen to it whenever and where ever. Maybe grab a pen and some paper while you are at it because you are going to want to take notes. Jerry talks about how to truly connect with a patient, how to grow a patient basis, and how to market yourself as an expert PT. And that is only the tip of the iceberg!! Every single moment of this episode is packed with help recommendations for how to thrive in the clinic whether that be while you are still in school or if you have already graduated. You cannot miss this episode, so make sure to tune in! Join the Student Physical Therapy Network on Facebook so you never miss out on anything from GRADitude again!! https://www.facebook.com/groups/studentphysicaltherapynetwork Want to join the SPT Secret Society? Click here: https://graditude.mykajabi.com/spt-secret-society Go to Physiomemes.com and use this code for 20% off your next order: GRADITUDE20 --- Support this podcast: https://anchor.fm/graditude/support

Do you know the most important part of your practice?In this week's episode, I will be joined by Jerry Durham. Through The Client Experience Company, Jerry helps healthcare practices and businesses to create greater patient and business success by leveraging and understanding the patient's entire life cycle within their practice. He helps you attract patients who arrive, pay, stay, and do your marketing for you so you have fewer headaches and spend more time doing the things you love....all with no new marketing.In this episode, we talked about why your front desk is important? The 3 roles of your front desk. What is the impact your front desk has on your metrics? Identifying your metrics for success. How do you know your business is healthy?Additional information:If you are tired of trying to figure out this game of business, marketing, and sales, all on your own, and  you are ready to just implement what's already proven to work, rather than reinventing the wheel head over to healthcarebusinessradio.com/insider right now and there you will find over $7,000 worth of trainings, resources, and coaching available only for listeners of this show.https://www.healthcarebusinessradio.com/insider

In this week's episode, I talk to you about a mindset shift I began implementing beginning of last year that helped grow my business. You need to focus on the process, not the outcome! You CANNOT control the outcome. The longer you are on a call the more uncertainty you create. The biggest reason for adhering to the process. Reach out to Me:Social:Facebook groupYoutube

Jerry is the king of Twitter between rage against the machine and bourbon and of course how to build your front desk to allow your business to get the right clients and improve their client life cycle! So many great insights from this one!

The post Episode 011: Front Desk Success with Jerry Durham PT appeared first on Rehab U Practice Solutions.

Here’s something I never really understood: how physicians and nurses more often than not get to be responsible for the entire patient journey, including, start to finish, patient satisfaction. But if you just take one look at any random poorly rated physician’s reviews, they’re usually littered with complaints about the front desk in the practice. Negative reviews, of course, are not limited to front desk diatribes; but there’s often a lot of front desk commentary in them. It has always seemed to me to be a common and strange phenomenon in health care provider practices where the front desk is like a totally separate little fiefdom with a different mission statement and goals from the health care providers in the same exact office. Isn’t that odd when you think about it? I mean, first, the front desk is literally physically separated from everybody else. No matter which direction you approach from, there’s at a minimum a half-wall barrier surrounding them. Sometimes, in directions most likely to receive an attack, I suppose, there’s been added a big glass barrier. Liliana Petrova pointed this out in EP236 of the Relentless Health Value podcast, and it was really the first time that I had thought about it at all and also thought about the implicit message this sends not only to patients but also to clinicians. That whole physicality of the setup, it just screams, “We over here have nothing to do with the mission or vision of anyone else in this place. We have our own thing going on over here, and to do it, we need to be protected from you all and all of your chicanery and untoward goings-on, you doctors and nurses and patients!”   I was really inspired the first time I heard Jerry Durham from The Client Experience Company talking. His message, as I understood it, was that a practice really on board with helping patients achieve the best patient outcomes and, nothing for nothing, erode clinician burnout includes the front desk in their thinking. Jerry has said that there’s four phases in the patient life cycle, as he calls it, which is sort of a synonym for the patient journey: Marketing The moment that a patient/person engages with the clinic or office Provider interactions The post course of care So, all of these phases—all four of them—are critical to both patient outcomes and experience but also, really, to business success. So, you kind of almost have to do well by doing good. The front desk is mostly responsible for that phase two: what happens when that person/patient engages with your office or clinic. In this health care podcast, as mentioned, I’m talking with Jerry Durham. He’s a former physical therapist and practice owner who has worked with a whole lot of PT (physical therapy) practices and also other MSK (musculoskeletal) specialties among other clients. His message transcends the specialty, however. In this health care podcast, we get into a lot of aspects in terms of how a front desk can work for or against patient experience and outcomes. One of them is how a front desk can help secure a patient’s relationship with a practice. Trust follows from a relationship. Lately, maybe even earlier than lately, study after study is coming out—including some that Rebecca Etz, PhD, talks about in EP295—which shows that, without a relationship and trust, patient outcomes are meh at best. (You can always count on me for scientific terminology.) But a lack of trust is a big hairy factor behind disparities in outcomes among different ethnic groups, for example, as one point to ponder.   You can learn more at clientexperiencecompany.com or by emailing Jerry at jerry@jerrydurhampt.com.   Jerry Durham is a physical therapist with over 25 years of experience and 20+ years of business ownership. Jerry’s singular passion is leveraging the entire practice team toward improved patient outcomes while boosting the practice bottom line. Jerry has spent significant time on the front line, answering patient calls and learning why patients think and act the way they do when interacting with the front desk. Jerry now leads The Client Experience Company, focused on improving both client outcomes and practice profitability through the leveraging of the patient life cycle by the front desk. 04:31 What is the patient life cycle? 05:33 What are the milestones of the patient life cycle? When does it start? 08:51 “This isn’t a business solution; this is a patient-driven solution.” 09:08 “What is best for the patient is best for business.” 12:45 “The takeaway there is that your team members are all driving toward the same goal.” 13:54 How does the front desk impact health outcomes? 16:00 What is the objective of a front desk to reduce provider burden? 20:38 “There’s actually three roles at the front desk.” 29:57 EP228 with Julie Rish, PhD, from the Cleveland Clinic.   You can learn more at clientexperiencecompany.com or by emailing Jerry at jerry@jerrydurhampt.com.   @Jerry_DurhamPT discusses #patienttrust and #healthoutcomes in this week’s #healthcarepodcast. #healthcare #podcast #digitalhealth #healthtech What is the patient life cycle? @Jerry_DurhamPT discusses #patienttrust and #healthoutcomes in this week’s #healthcarepodcast. #healthcare #podcast #digitalhealth #healthtech “This isn’t a business solution; this is a patient-driven solution.” @Jerry_DurhamPT discusses #patienttrust and #healthoutcomes in this week’s #healthcarepodcast. #healthcare #podcast #digitalhealth #healthtech “What is best for the patient is best for business.” @Jerry_DurhamPT discusses #patienttrust and #healthoutcomes in this week’s #healthcarepodcast. #healthcare #podcast #digitalhealth #healthtech “The takeaway there is that your team members are all driving toward the same goal.” @Jerry_DurhamPT discusses #patienttrust and #healthoutcomes in this week’s #healthcarepodcast. #healthcare #podcast #digitalhealth #healthtech How does the front desk impact health outcomes? @Jerry_DurhamPT discusses #patienttrust and #healthoutcomes in this week’s #healthcarepodcast. #healthcare #podcast #digitalhealth #healthtech “There’s actually three roles at the front desk.” @Jerry_DurhamPT discusses #patienttrust and #healthoutcomes in this week’s #healthcarepodcast. #healthcare #podcast #digitalhealth #healthtech

Justin Blake and Jerry Durham discuss why you're not the most important person in your practice. Patients just don't appear in a puff of smoke. Systems and scripts and much more... Justin - https://justinblakemedia.com/meet : justin https://www.instagram.com/justinpblakel https://www.facebook.com/groups/24229 .. https://www.facebook.com/groups/fastt .. +++ Go to Justin's website at https://justinblakemedia.com/meet-justin JUSTIN BLAKE is a former sports podiatrist who worked in both London and Dublin treating people from recreational thru to international and Olympic level and has treated athletes as part of the UK Olympic Performance Plan . He works directly with practices to establish plans and put techniques and strategies into place to better market themselves and manage their practices to achieve their goals.

After many successful years in private practice, Jerry Durham has made a business out of helping physical therapy practice owners to improve the client experience from start to finish. Much of this focus (and the resulting client experience strategies) stemmed from a year when he took over a thousand incoming prospective patient phone calls at his practice. And over time, he has identified some common mistakes that virtually every practice makes—mistakes that cost them business and lower the lifetime value of each customer.  In this interview, Jerry explains his philosophy on enhancing client experience and some actionable steps any practice owner can immediately take to improve their business results. We do a deep dive into the initial patient phone call and the “do you take my insurance?” question. The insights he shares on building relationships that foster an environment of trust can help you get your cash-based practice on its way to happier customers and bigger profits! USEFUL INFORMATION: Check out our Online Patient Attraction System

Rob Vining and Jerry Durham, PT discuss everything related to Telehealth Physical Therapy Sales and the details that no one asks and everyone needs to know! Start the entire course with Jerry Durham, PT at https://www.TelehealthPT.com/sales Feel free to watch the entire live video session at https://www.YouTube.com/Telehealth20

Telehealth Physical Therapy Sales + Telehealth Physical Therapy Marketing with Jerry Durham, PT and Irene Luc, DPT share the difference and overlap of marketing and sales. Totally nerding out on how to make an impact on the community as part of a successful business! Irene's course can be found at https://www.TelehealthPT.com/marketing and Jerry's upcoming course will be found at https://www.TelehealthPT.com/sales

Due to circumstances of COVID-19, APTA NEXT transformed our beloved NEXT conference virtual. At PT Pintcast, we decided to kick things off with a NEXT Virtual Happy Hour.  Jerry Durham was our first guest to kick off this happy hour. Jerry discusses #timeIsNow which symbolizes the need to change now to move forward in changing the future. As the patient experience is shifting towards a telehealth experience, it is important to understand the patient when talking on the phone. What Jerry emphasizes is demonstrating to your patient from the initial phone call that THEY MATTER and make the experience all about them. Jerry also acknowledges the difficulties of current physical therapists using telehealth. Even though these issues arise, physical therapists will only become better clinicians once back practicing in the clinic. Interested in learning how to run a business while valuing the patient experience? Check out: https://clientexperiencecompany.com/ PARTING SHOT “The world is about community. You will be successful when you learn who you can serve in your community. #1 step to business success.” - JERRY https://www.ptpintcast.com/2020/03/23/the-one-thing-you-must-focus-on-for-success-in-your-physical-therapy-practice-with-jerry-durham/ https://www.ptpintcast.com/2018/01/24/268-jerry-durham-graham-sessions/ https://www.ptpintcast.com/2015/09/01/episode-5-jerry-durham-2/

Due to circumstances of COVID-19, APTA NEXT transformed our beloved NEXT conference virtual. At PT Pintcast, we decided to kick things off with a NEXT Virtual Happy Hour.  Jerry Durham was our first guest to kick off this happy hour. Jerry discusses #timeIsNow which symbolizes the need to change now to move forward in changing the future. As the patient experience is shifting towards a telehealth experience, it is important to understand the patient when talking on the phone. What Jerry emphasizes is demonstrating to your patient from the initial phone call that THEY MATTER and make the experience all about them. Jerry also acknowledges the difficulties of current physical therapists using telehealth. Even though these issues arise, physical therapists will only become better clinicians once back practicing in the clinic. Interested in learning how to run a business while valuing the patient experience? Check out: https://clientexperiencecompany.com/ PARTING SHOT “The world is about community. You will be successful when you learn who you can serve in your community. #1 step to business success.” - JERRY https://www.ptpintcast.com/2020/03/23/the-one-thing-you-must-focus-on-for-success-in-your-physical-therapy-practice-with-jerry-durham/ https://www.ptpintcast.com/2018/01/24/268-jerry-durham-graham-sessions/ https://www.ptpintcast.com/2015/09/01/episode-5-jerry-durham-2/

Jerry Durham is a Physical therapist who learned that PATIENT SUCCESS comes from studying successful businesses and implementing what they have done in a "CUSTOMER FIRST" Culture!! He has a company called The Client Experience Experience Company that works with multi site practices and practice managers. He's a Physical Therapist of 25 years who has grown tired of my profession and healthcare NOT truly focusing on our clients, customers and patients!!  Im not afraid to share whats best and not afraid to speak my mind and call out the profession for its many times backwards approach.  learned from my stack of books, my Business mentors, Entrepreneur Organization AND then doing, doing. BUSINESS SUCCESS COMES FROM ONE PLACE ONLY..... client and patient success Your client is on a journey and the better YOU understand that in your business, the MORE successful your clients will be and ultimately the MORE successful YOUR business will be!! Your Front Desk being the hidden gem in a practice.... the most undervalued, misunderstood and poorly leveraged part of your biz!! here is an ULTIMATE biz and patient metric that ALL should measure... knowing this 1 metric will tell you more about the HEALTH of your business than any other metric  (completed plans of care) Your biz culture is defined by your clients journey in your business THE FUTURE IS NOW....... people are paying more today for our services, people are expecting physio and healthcare to deliver an experience similar to other industries People are growing tired of ALL the friction points that healthcare and physio put up AND they are willing to pay for LESS friction!! PEOPLE PAYING MORE.... (regardless of in or out of network)People are willing to pay for an experience that has less frictionPeople ARE expecting better experiences from physio and healthcare

Jerry Durham is a Physical therapist who learned that PATIENT SUCCESS comes from studying successful businesses and implementing what they have done in a "CUSTOMER FIRST" Culture!! He has a company called The Client Experience Experience Company that works with multi site practices and practice managers. He's a Physical Therapist of 25 years who has grown tired of my profession and healthcare NOT truly focusing on our clients, customers and patients!! Im not afraid to share whats best and not afraid to speak my mind and call out the profession for its many times backwards approach. learned from my stack of books, my Business mentors, Entrepreneur Organization AND then doing, doing. BUSINESS SUCCESS COMES FROM ONE PLACE ONLY..... client and patient success Your client is on a journey and the better YOU understand that in your business, the MORE successful your clients will be and ultimately the MORE successful YOUR business will be!! Your Front Desk being the hidden gem in a practice.... the most undervalued, misunderstood and poorly leveraged part of your biz!! here is an ULTIMATE biz and patient metric that ALL should measure... knowing this 1 metric will tell you more about the HEALTH of your business than any other metric (completed plans of care) Your biz culture is defined by your clients journey in your business THE FUTURE IS NOW....... people are paying more today for our services, people are expecting physio and healthcare to deliver an experience similar to other industries People are growing tired of ALL the friction points that healthcare and physio put up AND they are willing to pay for LESS friction!! * PEOPLE PAYING MORE.... (regardless of in or out of network)* People are willing to pay for an experience that has less friction* People ARE expecting better experiences from physio and healthcare

This episode of the PT Entrepreneur Podcast is a little different as I'm actually the one being interviewed! The great Jerry Durham had me on his show to talk about the state of physical therapy business back in 2020. We dive into the potential within our profession, the critical need for business, sales, and marketing skills, my journey starting Athlete's Potential, and how we now help other PTs build successful practices through PT Biz. Jerry adds some awesome insights too, especially around creating world class patient experiences. We discuss the power of mentorship, accountability, and why entrepreneurship is key to moving PT forward.

Jerry Durham explains how to perfect front desk scripts, how to leverage testimonials to create rock solid sales copy, and how to eliminate downstream problems in your practice. Jerry is a physical therapy sales genius and is full of amazing tips and strategies to help grow your practice. I connected with him at a conference and picked his brain... this one you don't want to miss!..........Learn more about about what Jerry is up to and listen to his podcast here: www.jerrydurhampt.com...........Join Dr. Cooper's Facebook Group at www.facebook.com/groups/physiosecrets and make sure to grab your first masterclass for FREE at www.PHYSIOSecrets.com.

Should you give your patients a superbill or file for them out of network when doing a cash practice? Can you back bill the remainder of charges? I also cover how to handle “do you take my insurance Okay, welcome back to a doctor's perspective, today we're talking about cash PT lunch hour and number 17 with Jerry Durham from San Francisco.  I'm telling you I have such an appreciation for construction workers it makes me think of back in the day when my New York City you know, this black and white artwork where they're building these gigantic skyscrapers hitting these massive cranes they got these little guys on top of these tall buildings they're building an add on to this train station I'm at right now blow torches on the middle you know triangle shape structures and these Popeyes they're just sitting there perched hanging out relax, and other guys are welding and the cranes are moving up and down carrying stuff is just blows my mind like the way things are built. And these massive buildings are still had to be built. One screw by one screw, you know one way to one world crazy. Now today's show is all about calm was the basics of insurance and like running a cash practice for pts. You know, it's kind of a new thing, these conversations, we have a lot of chiropractors. So here's the breakdown. First defining your patient is your customer, not yourself and not your insurance. Because you get to the point where you can look at a patient now they only were 30 bucks from insurance, I'm not going to be the same that I would do for someone who's paying 150 cash. And if you start noticing yourself acting that way of being that way, obviously, that's a gut check. And now I'd be time to say hey, maybe I should just go all cash because I'm not treating the patient the same, and not getting the care that the patient deserves, which is who I want to make happy everything for the patient. And that's where this guy, Jerry's USP is unique selling proposition is creating a happy patient.  And so he noticed his numbers like, we need to make X amount per visit based on expenses based on the lifestyle based on the law. And when he started getting contracts about seven years ago that was less than that. And they go to crochet, and they're like my insider not sit, just like I can't work for that anymore. So I had to get out and slowly just got rid of all of them and just you know, cash. And one thing he chose to do is to keep that patient, his client happy, because the bills out never he does superbills.  And so a big part of the conversations are asking the audience kind of questions. What do you do when a potential patient calls your office and ask you that question? Do you take my insurance? Of course, what does that mean? Well, yeah, I do take your insurance. I'm on a network. Of course, we know they've been in the network. But they didn't ask that. They said, he said, Yeah, I do think insurance. Now the way you really should answer is getting the acknowledgment and permission. That's that classic, acknowledge what they're saying, get permission, ask questions. So DJ mentioned, I do take it, what can we talk about insurance at the end of the call? Because I got a few questions I need to ask first. And I'm going to get to your question, but more than sort of the follow-up question is, so this one, they've permitted you to say yes, you can answer some questions. And that question is, what have you done? And the next one is what can't you do? So you want to set it up? Like, what have you done? Have you tried? Has there been passed? Have you just done insects? Have you tried? I've been through certain nothing we're eating? Okay, then what can you do? I can't sit for more than 30 minutes I'm I work without comfortable.  It hurts to commute to work in the car. I'm thinking we're having to buy a new car because I noticed my spouse's SUV is more comfortable. I drive a sedan that propagates? know,

In Tape 5, Eddie talked with Jerry Durham, PT via a Facebook Live interview in preparation for the Federal Advocacy Forum. We talked about how to be effective with your advocacy. Key points are: *You don't even have to be there; call & email are just as effective *Be a resource for the health aide: ask what can YOU do for THEM *State advacacy can be easier to get into than Federal *Bring a customer service attitude *BRING. MORE. PATIENTS. Big thank you to Jerry for taking time out to do the interview and shout out to the Knowbodies Podcast for starting the conversation idea.

At the Voice of the Patient, we are dedicated to enhancing our ability as health care providers to truly listen to others and to establish a therapeutic alliance. In some cases, we can benefit from listening to the experience and mindset of other providers, such as Dr. Mark Bishop, PT, PhD. Dr. Bishop is an Associate Professor in the Department of Physical Therapy. Dr. Bishop received his entry-level training in Australia and has extensive experience working as a physical therapist. His research interests are in the management of musculoskeletal conditions, particularly pain, by orthopedic physical therapy. He also researches nonspecific effects in physical therapy, including the role of the expectations of providers and patients in therapeutic outcomes. We discuss many aspects of the therapeutic alliance, including therapist expectations, patient expectations, and placebo. We talk about research from Dr. Bishop and other scientists that have tested the role of expectancy in treatment, and Dr. Bishop shares advice for providers to maximize outcomes in an evidence-based manner.  Further reading: Journal articles on expectations: Individual Expectation: An Overlooked, but Pertinent, Factor in the Treatment of Individuals Experiencing Musculoskeletal Pain. Bialosky, Bishop, and Cleland, 2010. The influence of expectation on spinal manipulation induced hypoalgesia: An experimental study in normal subjects. By Bialosky, Bishop, et al. 2008. Patient expectations of benefit from common interventions for low back pain and effects on outcome: secondary analysis of a clinical trial of manual therapy interventions. By Bishop et al., 2011. Journal articles on placebo: Placebo response to manual therapy: something out of nothing? By Bialosky, Bishop, et al. 2011 Placebo, Nocebo, and Expectations: Leveraging Positive Outcomes. By Benz and Flynn, 2013.  Placebo and the new physiology of the doctor-patient relationship. Benedetti, 2013.  Understanding placebo and nocebo responses for pain management. Colloca and Grillon, 2014.  Journal articles on equipoise: Review of clinical equipoise and personal equipoise. By Chad Cook and Charles Sheets.  Early use of thrust manipulation versus non-thrust: RCT. Cook et al., Man Ther, 2013. Objective measures of expectations Development of the Stanford Expectations of Treatment Scale. Patient-defined desired outcome, success criteria, and expectation in outpatient physical therapy: a longitudinal assessment. Zeppieri & George, 2017. #NeedleorNot Oxford Style Debate on Dry Needling at CSM 2017. Thanks to Kenny Venere, Kyle Ridgeway, Kali Aucoin, Mark Milligan, moderator Scot Morrison, and coordinator Sandy Hilton. Blog posts and podcasts: Expectations versus reality, by Kenny Venere Customer Service, by Jerry Durham. Don't Beat Patients with the Science Stick, by Dave Reed. Psychology in Physical Therapy, by the Evidence in Motion Practice Leadership Podcast PT Inquest: The Costs of Low Value Healthcare You can find Dr. Bishop on Twitter @physiobish. You can email him at bish@phhp.ufl.edu.  If you have a story to tell as a patient, provider, or both, then contact Zach Stearns on Twitter @zachrstearns or Dave Reed @DReedPT. Please note that nothing in this episode or any episode of the Voice of the Patient podcast should be considered medical advice. ---------- *Find more helpful podcasts & blog posts at http://TheVoiceOfThePatient.org *Check out the other podcasts in the Senior Rehab Project at http://SeniorRehabProject.com

At the Voice of the Patient, we are dedicated to enhancing our ability as health care providers to truly listen to others and to establish a therapeutic alliance. In some cases, we can benefit from listening to the experience and mindset of other providers, such as Dr. Andrew Rothschild. Dr. Rothschild also shares his story as a patient, before and after undergoing lumbar fusion because of spondylolisthesis. Dr. Andrew Rothschild, PT, DPT, OCS, FAAOMPT, has been a practicing physical therapist since graduating with honors from Virginia Commonwealth University School of Allied Health in 2006. He is a Board Certified Orthopedic Specialist and is also a Fellow in the American Academy of Orthopedic Manual Physical Therapy. He is one of the few residency and fellowship-trained Physical Therapists practicing in the Richmond, VA area. Dr. Rothschild and I discuss his journey as a patient and health care provider. We also talk about the value of positive attitude, kettlebells, and empathizing with others who seek health care.  Resources and recommendations: Follow Dr. Rothschild on Twitter, Facebook, and Instagram. Dr. Rothschild is the co-host of the Healthcare DisruPTion podcast with Jerry Durham. The Knowbodies DPT 2016 Commencement Speech podcast includes a contribution from Dr. Rothschild If "clinical equipoise" is gobbledigook to you, then that's normal. For some translation of that jargon into English, check out this paper from Chad Cook and Charles Sheets. For more reading about the power positivity, check out the OPTIMAL theory of motor learning. If you have a story to tell as a patient, provider, or both, then contact Zach Stearns on Twitter @zachrstearns or Dave Reed @DReedPT. ---------- *Find more helpful podcasts & blog posts at http://TheVoiceOfThePatient.org *Check out the other podcasts in the Senior Rehab Project at http://SeniorRehabProject.com

Paul Gough joined Jerry Durham and I in las Vegas last weekend to give a few hour presentation on lead generation and sales psychology.  To say the least it was fantastic and paradigm shifting, here are 5 of my many takeaways, enjoy!

In the fifth episode of The Voice of the Patient podcast, Jerry Durham joins the show as a guest. He's doing a ton of work around relationship-centered care that's challenging the status quo of healthcare.  He's also written a blog for this website answering the questions: What is "Customer Service" and How do we improve it? Great conversation, great resources offered to step up your game as a caregiver.