Healthcare Disruption Podcast

What is CUSTOMER SERVICE?

Welcome to episode 36… The SEVENTH instalment in the [FRONT DESK SERIES]! Today we discuss a term that gets thrown around A LOT, and now it is showing up in Healthcare and Physio conversations a lot! I get asked on a regular basis, “can you train our front desk in customer service?”. To which I answer, “How will we measure success of this training?,How will we know we are successful in the practice?” NOBODY ever has an answer! Today’s episode takes on this concept of Customer Service, WHAT is it?, HOW do you measure it?, WHAT are you training folks in?You might be surprised at the answer. In order to be successful in your physio practice going forward YOU must understand this concept and how it applies to what you and your team do everyday in your practice!

Here are the links to the people and the places from this show:

JERRY:

WEBSITE: jerrydurhamPT.com

TWITTER: @jerry_DurhamPT

INSTAGRAM: jerrydurham PT

FACEBOOK: jerrydurham PT

Subscribe on SoundCloud:

https://soundcloud.com/user-545423841

Subscribe on iTunes:

itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Takeaways from [Ep 34] to IMPLEMENT!

Welcome to episode 35… The SIXTH installment in the [FRONT DESK SERIES]! Last week we had our FIRST Patient Interview of the Front Desk Series, it was with Tina of LivingWellPain.net. As you know I LOVE hearing from patients about their experiences, thoughts and feedback on all things Healthcare, and the interview with Tina did not disappoint! In this episode I wanted to review my significant takeaways and look at how we can begin to implement some things she shared, today! The information that Tina shared should be discussed (a wee bit) and it should be implemented, a whole bit!

Ultimately I will package Episode 34 and 35 into one podcast that I will title, “FUCKING GOLD”

I’d love to hear your feedback after listening to both Episode 34 and 35 to see what you will do and to see what you believe needs to be done!

Here are the links to the people and the places from this show:

TINA:

website: http://livingwellpain.net/

Twitter: @LivingWellPain

JERRY:

WEBSITE: jerrydurhamPT.com

TWITTER: @jerry_DurhamPT

INSTAGRAM: jerrydurham PT

FACEBOOK: jerrydurham PT

Subscribe on SoundCloud:

https://soundcloud.com/user-545423841

Subscribe on iTunes:

itunes.apple.com/us/podcast/healt…d1261571234?mt=2

INTERVIEW! Tina... Living Well With Pain

Welcome to episode 34… The FIFTH instalment in the [FRONT DESK SERIES]! This week we had our FIRST Patient Interview of the Front Desk Series! As you know I LOVE hearing from patients about their experiences and thoughts and feedback on all things Healthcare. From day 1 the Mission of this podcast was to put the PERSON back into the forefront and center of Healthcare!So, to that goal, I chatted with Tina, the Author of the “Living Well with Pain” blogpost. Tina and I have interacted on twitter (surprised?) and recently agreed to converse further about her experiences in the (UK) healthcare system. THE SIMILARITIES ARE NOT AS FAR OFF AS YOU IMAGINE. I came into this interview with no set questions or agendas, I just wanted Tina to share and this turned into a great discussion of which I took 2 pages of notes during the interview! Enjoy this episode as there is A LOT to hear and think about! Cheers all.

**Contrary to popular belief this is not subtitled “The Matt Low Fan Show”!**

Here are the links to the people and the places from this show:

TINA:

website: http://livingwellpain.net/

Twitter: @LivingWellPain

JERRY:

WEBSITE: jerrydurhamPT.com

TWITTER: @jerry_DurhamPT

INSTAGRAM: jerrydurham PT

FACEBOOK: jerrydurham PT

Subscribe on SoundCloud:

https://soundcloud.com/user-545423841

Subscribe on iTunes:

itunes.apple.com/us/podcast/healt…d1261571234?mt=2

PHASE 2

Welcome to episode 33… The FOURTH instalment in the [FRONT DESK SERIES]! This week we move into the role of the front desk. We got the correct Mindset, we laid the proper Foundation and last episode we begin to build. Last week we got down to the 5,000 foot level and today we continue deeper to the 1,000foot level. This episode will deliver the outline for PHASE II, the phase owned by your Front Desk. We will discuss what are the GOALS of Phase II and how does it apply to Phase I and Phase III.I continue to the beat the drum on Your Practice as an ecosystem!

FYI….. YOU DON’T NEED MORE NEW PATIENTS!!

cheers and thanks for listening!

Here are the links to the people and the places from this show:

jerrydurhamPT.com

TWITTER: @jerry_DurhamPT

INSTAGRAM: jerrydurham PT

FACEBOOK: jerrydurham PT

Subscribe on SoundCloud:

https://soundcloud.com/user-545423841

Subscribe on iTunes:

itunes.apple.com/us/podcast/healt…d1261571234?mt=2

LET’S BUILD

Welcome to episode 32… The third instalment in the [FRONT DESK SERIES]! This week we continue to move closer into the role of the front desk. YES, it is important to have the correct Mindset then lay the proper Foundation before we can begin to build… (like what I did there?!?!). Last week we got down to the 15,000 foot level and today we continue deeper to the 5,000 foot level. This episode will deliver the frame we need to stand back and say, OH SHIT!!! The FRONT DESK ROLE is important to 1…taking care of patients 2… Growing my practice (at a rate I never considered). We go into the phases of the patient Lifecycle, we describe them and then break them down. I continue to the beat the drum on Your Practice as an ecosystem!

cheers and thanks for listening!

Here are the links to the people and the places from this show:

jerrydurhamPT.com

TWITTER: @jerry_DurhamPT

INSTAGRAM: jerrydurham PT

FACEBOOK: jerrydurham PT

Subscribe on SoundCloud:

https://soundcloud.com/user-545423841

Subscribe on iTunes:

itunes.apple.com/us/podcast/healt…d1261571234?mt=2

The Foundation

Welcome to episode 31… The second installment in the [FRONT DESK SERIES]! This week we start moving closer into the role of the front desk. Last week we looked at this from the30,000 foot level, today we move down to the 15,000 foot level. This episode builds on last week to still look at the context around the Front Desk Role and HOW you can start to set them up for success to drive your business success! We start to dive into the Phases of the Patient Lifecycle as well as looking at your practice as an ecosystem! As well as WHERE your focus must be within each step of your patient’s lifecycle!

cheers and thanks for listening!

Here are the links to the people and the places from this show:

jerrydurhamPT.com

TWITTER: @jerry_DurhamPT

INSTAGRAM: jerrydurham PT

FACEBOOK: jerrydurham PT

Subscribe on SoundCloud:

https://soundcloud.com/user-545423841

Subscribe on iTunes:

itunes.apple.com/us/podcast/healt…d1261571234?mt=2

The Foundation

Welcome to episode 31… The second installment in the [FRONT DESK SERIES]! This week we start moving closer into the role of the front desk. Last week we looked at this from the30,000 foot level, today we move down to the 15,000 foot level. This episode builds on last week to still look at the context around the Front Desk Role and HOW you can start to set them up for success to drive your business success! We start to dive into the Phases of the Patient Lifecycle as well as looking at your practice as an ecosystem! As well as WHERE your focus must be within each step of your patient’s lifecycle!

cheers and thanks for listening!

Here are the links to the people and the places from this show:

jerrydurhamPT.com

TWITTER: @jerry_DurhamPT

INSTAGRAM: jerrydurham PT

FACEBOOK: jerrydurham PT

Subscribe on SoundCloud:

https://soundcloud.com/user-545423841

Subscribe on iTunes:

itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Welcome to episode 30… The first in the [FRONT DESK SERIES]! It's time to dig into the most undervalued, most misunderstood, and the most poorly leveraged role in your Physio Practice…. YOUR Front Desk! This episode sets context and brings everybody up to speed on WHY there is a Front Desk Series on a Healthcare Disruption Podcast. Its 2019 and the Year Of The Patient (shall we say the Millennium of the patient) is upon us! Its time to get your focus on YOUR patient and their Lifecycle within your physio business. Once you do this you will then quickly see the HUGE role your Front Desk plays in the success of your patients, your providers and your business!

Cheers and thanks for listening!

Here are the links to the people and the places from this show:

JerrydurhamPT.com

TWITTER: @jerry_DurhamPT

INSTAGRAM: jerrydurham PT

FACEBOOK: jerrydurham PT

Subscribe on SoundCloud:

https://soundcloud.com/user-545423841

Subscribe on iTunes:

itunes.apple.com/us/podcast/healt…d1261571234?mt=2

Welcome to episode 30… The first in the [FRONT DESK SERIES]! It's time to dig into the most undervalued, most misunderstood, and the most poorly leveraged role in your Physio Practice…. YOUR Front Desk! This episode sets context and brings everybody up to speed on WHY there is a Front Desk Series on a Healthcare Disruption Podcast. Its 2019 and the Year Of The Patient (shall we say the Millennium of the patient) is upon us! Its time to get your focus on YOUR patient and their Lifecycle within your physio business. Once you do this you will then quickly see the HUGE role your Front Desk plays in the success of your patients, your providers and your business!

Cheers and thanks for listening!

Here are the links to the people and the places from this show:

JerrydurhamPT.com

TWITTER: @jerry_DurhamPT

INSTAGRAM: jerrydurham PT

FACEBOOK: jerrydurham PT

Subscribe on SoundCloud:

https://soundcloud.com/user-545423841

Subscribe on iTunes:

itunes.apple.com/us/podcast/healt…d1261571234?mt=2

It’s a World Wide FIRST here on the Healthcare Disruption Podcast….Welcome to episode 29 where I welcome Maxi Miciak, PhD…. The FIRST ever PhD on my podcast! The theme around CONVERSATIONS as the track for building success with our patients continues. Maxi has been the Author on multiple papers I have read (YES, RESEARCH PAPERS!) around all things Alliance in the Physio-Patient interactions. Maxi shares great insights into the different types of Alliances that are built and with whom…..Then of course we discuss HOW and WHERE and yes WHY these Alliances fit in the Patient’s Experience within a Practice!... Especially how it all fits into Phase I of the Patient Experience. The Phase that occurs from the 1st phone Call until patient arrival.. We even discuss the importance, the science!, behind getting patients to share their stories!

Yes this podcast is an hour long because there was no way to shorten or cut this discussion! And yes you will even hear some hockey talk!

Enjoy Part I of the conversation with Maxi and I would recommend planning on a 2nd listen after your 1st run through!

Here are the links to the people and the places from this show:

jerrydurhamPT.com

Maxi Miciak on Twitter: @MaxiMiciak

Subscribe on iTunes:

itunes.apple.com/us/podcast/healt…d1261571234?mt=2