Grow Your Clinic

This week, we have one of our Admin Mastery mentors on the podcast, Brigid Linden, to talk about hiring and recruiting people into your admin team. She shares her hiring process and some tips to help you identify the right person for your team, and also talks about the lessons she’s learned in leading and managing her admin team.

QUOTES FROM THIS EPISODE

“We definitely recruit largely on culture and character. I make it known in our job advertisements that we’re not necessarily looking for people with experience.”

MENTIONS

• Grow My Clinic online course
• Amy Cuddy TED Talk
• Google Drive
• Asana
• Radical Candor by Kim Malone Scott (book)
• Nunawading Soft Tissue Therapies and Podiatry

SHOW NOTES

• [0:01:08.8]  Getting to know Brigid Linden
• [0:03:45.8]  Brigid’s role in the clinic
• [0:04:32.5]  Standards for hiring new admin team members
• [0:06:06.5]  How to know if the person’s a good fit for your admin team
• [0:07:55.7]  Lessons learned from refining the recruitment process
• [0:09:21.3]  Encouraging the admin team to embrace training and scripts
• [0:11:20.8]  Training system for the admin team
• [0:12:27.3]  Training through role-playing
• [0:13:16.7]  How frequently does Brigid meet with her admin team
• [0:14:45.0]  How to measure the effectiveness of the admin team
• [0:16:16.9]  Tools used to manage admin team activities
• [0:18:50.5]  Lessons learned in leading an admin team
• [0:19:59.3]  Check out Brigid and her team!

If you like this episode of the Grow My Clinic podcast, please don't forget to like, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

Happy new year to everyone!

For our kickstarter episode, we are going to guide you through the essential steps in on-boarding a new team member into the clinic and how you, as a business owner, can help them in their professional and personal journey.

QUOTES FROM THIS EPISODE

“You’ve invested some money, some time and some emotional energy in acquiring or attracting new practitioners to join your team, to help serve the demands of your client. It’s in your best interest, and their best interest, that you get off to an excellent start.”

MENTIONS

• Grow My Clinic online course
• The Wheel of Life
• Clinic Mastery Business Academy

SHOW NOTES

• [0:01:28.9]  Probation period for new practitioners
• [0:02:40.3]  How to make new practitioners comfortable with your systems and culture
• [0:04:05.7]  Mentoring
• [0:05:17.2]  How you can help in the new practitioner’s journey to personal and professional growth
• [0:06:11.9]  Wheel of Life Assessment for personal growth

If you like this episode of the Grow My Clinic podcast, please don't forget to like, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

This week, we sit down with Hagen Dittmer to talk about Cliniconnect and how their add-on apps can help you maximize your Cliniko experience. We also talk about data migration, the benefits of using cloud services and the various opportunities with practice management software.

If you’re already using a practice management software or still in the process of making that transition, this episode will help you out.

QUOTES FROM THIS EPISODE

“When you’re considering a practice management software, find one that does what it does really well and don’t have unrealistic expectations of one software to be the magic bullet. Find something that has the capacity to build out a full stack of what might suit your clinic.”

MENTIONS

• Grow My Clinic online course
• Cliniconnect
• Cliniko

SHOW NOTES

• [0:00:51.1]  What is Cliniconnect?
• [0:04:52.8]  Opportunities with practice management software
• [0:08:38.5]  Reasons to switch from one PMS to another
• [0:11:20.5]  Investments for your PMS
• [0:12:09.5]  Why it’s a good idea to invest in cloud systems
• [0:14:17.7]  Learn more about Cliniconnect

If you like this episode of the Grow My Clinic podcast, please don't forget to like, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

This week, we are chatting with one of our admin mastery mentors and co-owner of PhysioWest, Rebecca Clare. Rebecca will be sharing to us her knowledge in leading an excellent admin team, how trainings can help your admin team improve their services and their overall personal growth, how to make your admin team part of the overall client experience, and her journey from being a receptionist to becoming the co-owner of PhysioWest.

If you want to know more about leading your admin team and helping them reach their full potential, make sure to check this one out!

QUOTES FROM THIS EPISODE

“Just because we’re hiring someone for an admin clinical role, it doesn’t mean we need someone with admin experience. We can hire someone with legal experience or barista experience - whatever that might be - it can add a massive impact to the clinic.”

MENTIONS

• Grow My Clinic online course
• PhysioWest
• Admin Mastery Programs
• Clinic Mastery Team

SHOW NOTES

• [0:01:38.5]  Rebecca’s background and story
• [0:03:34.6]  Rebecca’s journey from being a receptionist to becoming co-owner of PhysioWest
• [0:06:43.2]  How Rebecca’s background in law fits into being an operations manager of a clinic
• [0:09:51.7]  Why Rebecca calls her receptionists “client experience officers”
• [0:11:29.3]  Giving receptionists the power to make decisions for the clinic
• [0:13:16.8]  How Rebecca leads their admin team
• [0:17:45.6]  How admin training and personal mastery sessions helped their clinic create amazing client experiences
• [0:20:27.8]  Get to know more about PhysioWest

If you like this episode of the Grow My Clinic podcast, please don't forget to like, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

Peter Flynn from Physio Fit is our guest today and we’re going to be talking about how they have expanded their clinic to serve over 1,000 patients a month. He also gives us some tips on how to leverage videos, Facebook marketing and audience re-targeting to gain more clients for your clinic.

Make sure to check it out!

QUOTES FROM THIS EPISODE

“With marketing, we can look at all the different avenues and how we can systemize those and play it to your strengths.”

“When you give your best stuff away, it’s not that people are going to take your advice and do it. What it is is that you give your best stuff away as a reflection of how generous you are and you build your trust and credibility, so that when people need help, they probably won’t do what you’ve told them to do on your video; they’re going to come to your clinic and pay a premium for your advice because you have proven your authority and expertise in the space.”

“63% of Facebook videos are watched with the audio on mute while someone is on the toilet.”

“You need to produce volumes and volumes of content in order for something to stick. If you don’t produce volumes, nothing will stick.”

MENTIONS

• Grow My Clinic online course
• Physio Fit (site)
• Physio Fit (FB)
• Rev.com
• Samson Lavalier microphone
• Rode SmartLav microphone
• Perennial Seller by Ryan Holiday (book)
• Clinic Mastery team

SHOW NOTES

• [0:01:16.9]  How Physio Fit’s approach to growth played out
• [0:02:19.1]  Physio Fit’s marketing strategies that help them get over 1,000 patients a month
• [0:03:49.9]  Jack’s insights on marketing
• [0:04:55.1]  Physio Fit’s content marketing approach
• [0:06:11.5]  Kinds of content Peter recommends
• [0:10:03.7]  How Peter deals with negative feedback online
• [0:11:53.8]  How has Physio Fit used video on Facebook?
• [0:13:48.3]  Video marketing payoff
• [0:15:01.9]  How many new clients can clinic owners gain per month with videos?
• [0:17:10.0]  Things Peter wished he knew before creating videos
• [0:18:26.2]  Does audio quality matter when producing video content?
• [0:19:12.3]  The importance of putting subtitles into your videos
• [0:20:53.2]  Tips to maximize Facebook marketing and videos
• [0:22:20.6]  Check out Physio Fit!

If you like this episode of the Grow My Clinic podcast, please don't forget to like, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

Justin Smith from Hunter Podiatry is our podcast guest this week, and he’s going to share to us some pearls of wisdom about building habits to create a healthy mindset that is ready for the day and ready to deal with the emotional rollercoaster of being a clinician and a business owner. 

QUOTES FROM THIS EPISODE

“As clinicians, there’s just so much emotional labor that goes with that, and we can’t help but be sometimes reactive.”

MENTIONS

• Grow My Clinic online course
• High Performance Habits by Brandon Bruchard (book)
• 5-Minute Journal

SHOW NOTES

• [0:01:20.5]  Justin’s exercise habit
• [0:02:34.5]  Justin’s story, life principles and daily mantra
• [0:07:25.3]  Benefits of meditating on positive words
• [0:08:58.8]  The habit of journaling
• [0:10:32.8]  How Justin deals with the emotional burden of being a clinician

If you like this episode of the Grow My Clinic podcast, please don't forget to like, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

We have a short story for you this week and it’s about Ben’s experience at The Loose Caboose Cafe. They did a simple gesture which made all the difference for their customers’ overall experience at their cafe.

Curious about the one percenter they did to make their service extra special? Go check out the full episode!

MENTIONS

• Grow My Clinic online course

What’s one thing you could do to change the experience of your client or team member? How can you make them feel important and valued? Reach out to us with your answers at [email protected] or [email protected], and we’ll make sure to digest those ideas and get back to you. We’re excited to hear from you!

If you like this episode of the Grow My Clinic podcast, please don't forget to like, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

In this episode of the Grow My Clinic podcast, Yianni Serpanos from Coreplus talks about the opportunities and challenges in digital healthcare that face clinic owners in the Australian environment. He also gives us an introduction into what Coreplus is, their services and how telehealth can improve overall client experiences.

Check out the full episode!

QUOTES FROM THIS EPISODE

“Digital health in Australia has a very specific definition; it’s about the clinically safe, secure and private way to share healthcare information about a client between healthcare practitioners.”

“I think it’s a must-have for a modern health practice to be interconnected and interoperable with other healthcare providers.”

“It’s off the back of healthy relationships that those referrals will flow.”

“87% of presentations to a GP that would otherwise be a referral opportunity for a physical therapist were not being referred. That shows you that there’s pent up demand out there that’s not finding its way through.”

“We [at Coreplus] are very focused about maintaining the idea that we are a platform that allows interoperability with systems and people.”

MENTIONS

• Grow My Clinic online course
• Coreplus
• Coreplus (IG)

SHOW NOTES

• [0:01:10.2]  Why Yianni founded Coreplus
• [0:03:34.5]  Who uses Coreplus
• [0:04:38.0]  Yianni explains the digital health landscape in Australia
• [0:06:03.3]  Digital health data security
• [0:09:22.1]  Knowing more about interoperability
• [0:11:19.2]  What is SDM (secure direct messaging) and why health clinics should care about it
• [0:13:19.1]  The big value proposition to secure direct messaging
• [0:16:03.0]  Disparity of the supply and demand of healthcare
• [0:18:34.9]  What Coreplus is and the future of Core Plus
• [0:19:40.5]  Reimagine the model of healthcare with telehealth
• [0:25:03.7]  Get to know more about Coreplus!

Here at Clinic Mastery, we are looking forward to helping more people with the content that we put out.  And so if you have some questions, feedback, or any ideas for future episodes, you can reach out to us at [email protected] with the subject line “Podcast Help”, and Jack will personally make sure to get back to your message.

If you like this episode of the Grow My Clinic podcast,please don't forget to like, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

In this episode of the Grow My Clinic podcast, Jack and Ben talks about the recent Clinic Mastery team retreat, the exercises that happened during the retreat and the lessons they’ve learned about vulnerability and trust.

To learn more about the topic, give this podcast a listen!

QUOTES FROM THIS EPISODE

“The foundational function of a team is trust. If you don’t have vulnerability-based trust, it is impossible to have healthy discussions and robust conflicts that result in commitment to outcomes.”

MENTIONS

• Grow My Clinic online course
• The Advantage by Pat Lencioni (book)

SHOW NOTES

• [0:01:22.1]  Clinic Mastery vulnerability exercise
• [0:02:47.1]  Hero Hardship Highlight
• [0:03:38.0]  Discussing each other’s strengths and weaknesses
• [0:07:49.8]  Ben’s takeaway from the experience
• [0:11:34.9]  Jack’s takeaway from the experience

Here at Clinic Mastery, we are looking forward to helping more people with the content that we put out.  And so if you have some questions, feedback, or any ideas for future episodes, you can reach out to us at [email protected] with the subject line “Podcast Help”, and Jack will personally make sure to get back to your message.

If you like this episode of the Grow My Clinic podcast,please don't forget to like, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!

Nerida Bint from Lissome Gym joins us this week to share about how they were able to create a strong community in their gym and create amazing experiences for their clients.

QUOTES FROM THIS EPISODE

“If you build a good reputation and you build really good relationships with other businesses around you, I think you can succeed. And if you genuinely love what you’re doing, I think you will succeed.”

“The worst thing that you can have in your business is people that are incompetent.”

“I think, well how can I make it so that my business is so good and I look up to them so well, and I create such an amazing experience for them working at Lissome that they would never leave. That then creates this whole elements of not only the members really enjoying training there, but my coaches, they love what they do, and I love that.”

MENTIONS

• Grow My Clinic online course
• Lissome Gym (site)
• Lissome (FB)
• Lissome (IG)
• Nerida Bint (IG)

SHOW NOTES

• [0:01:12.0]  How Nerida got involved with health and fitness
• [0:04:52.0]  Being a coach versus a business owner
• [0:06:26.9]  Lessons learned as a woman in business
• [0:08:54.3]  What Lissome Gym is
• [0:10:44.8]  Client on-boarding at Lissome Gym: how they do it and what it’s like
• [0:12:48.6]  Secrets to building a strong community
• [0:18:34.7]  Check out Lissome!

Here at Clinic Mastery, we are looking forward to helping more people with the content that we put out.  And so if you have some questions, feedback, or any ideas for future episodes, you can reach out to us at [email protected] with the subject line “Podcast Help”, and Jack will personally make sure to get back to your message.

If you like this episode of the Grow My Clinic podcast, please don't forget to like, share, comment, and give us your ratings on iTunes and Stitcher. We appreciate your support and feedback!

If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on:

• iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2
• Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu
• Watch on YouTube - https://www.youtube.com/@clinicmastery

We appreciate your support and feedback!