No business can level up their patients’ experience if they don’t understand the customer’s journey. The host of Healthcare DisruPTion Podcast, Jerry Durham, PT, has built a reputation in the PT industry as an outspoken expert who sees things with a different perspective. Jerry and his partner, Sturdy McKee, decided to take their physical therapy practices out-of-network before it was trendy or even a consideration for most PT owners. However, because of his view on things, he has also turned his experience and outlook into an opportunity to share what it takes to create the clinic and business that you ultimately want for your patients’ experience. As he takes us through the lifecycle of a patient and their interactions with the physical therapy clinic – from the initial call through the billing cycle – learn about the essential roles of the front desk and the ten-point checklist if you aspire to hire the right person and empower them to be successful. On the side, find out the difference between customer experience and customer journey, and understand the customer lifecycle.

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It’s been a year! I can’t believe that I’ve made it this far and the guests I’ve been able to have on the podcast! I’m really proud of the content that we’ve been able to share, it’s invaluable to PT owners (if I do say so myself). There are some episodes that stick out, and we’ll discuss those today. There are also some things that I’ve learned which I’ll share as well. In order to do that we’re switching seats – I’ll be the guest and my friend and partner, Will Humphreys, will be the host. Thank you for your support and wish us luck in the next year!

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The common way of thinking when it comes to harnessing and mastering our craft is through continued education. However, for those of us whose time is not really on our side, it is not that efficient to take more and more courses while expecting to grow any time soon. Creator of coach and consultant companies called PT Builder and Smart Success PT, Greg Todd, PT took a U-turn after spending years trying to master being a PT the conventional way. Greg later learned that the path to greater financial reward and more freedom to spend time with his family is achieved not by improving his traditional PT skill sets but through improving his values in his clinic by developing his leadership skills, marketing ability (communication), and the vision for his company. Since then, these non-traditional skills have helped Greg achieve all the goals he wanted. He shares the journey and steps he took that will inspire us to move our way faster to wealth, stability, and freedom.

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Some businesses struggle with connecting and keeping patients, especially in the PT industry. The secret to this is always being able to create an excellent customer experience. David Self, the Director of Product Strategy for the software company, Keet Health, shares what he learned from the internet software realm and how it can be incorporated into the physical therapy business. Focusing on making the treatment experience for provider and patient more comfortable, basic, and easy, David uncovers the top hacks in achieving more exceptional results for your business and maintaining personalization without destroying efficiency. Discover how technology is positioned in the PT industry and learn why it is crucial to market your brand assets.

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Have you ever dreamed of what life would be like if you didn’t have to deal with insurance companies? The vision is beautiful, isn’t it? Thankfully for pioneers like Dr. Aaron LeBauer, PT, DPT, we know that it’s not just a far-off dream but is an obtainable reality. Aaron has never worked in anything besides a cash-based practice outside of his internships, and thus knows the details that guarantee success in that setting. It’s a different mindset and takes some work, but it is doable. Aaron was kind enough to be interviewed on my podcast but also has his own, The CashPT Lunch Hour, where he shares more details about his experience. Check it out!

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One of the primary concerns of many private practice owners is acquiring new patients. Breaking down all the process and costs that entails, Steve Stalzer, co-founder of 8150 Advisors, is back to help us as he finishes off this two-part interview on growing your own private practice. This time, Steve shares the ROIs of marketing – how to easily break down the monetary efficiency of our marketing efforts and what it actually costs to procure a new patient. This may take a bit of work, but Steve makes it all easy as he guides us with gathering the data and going through the assessments needed for the least amount of cost that can produce more patients. Grow your practice strategically and systematically. Follow Steve while he talks about having a solid foundation of established P&Ps, leadership, and finances of a company.

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Kim Rondina, DPT of Wisdom PT Coach, knows what it’s like to develop leadership teams and build a thriving practice as she’s done both successfully. However, as she coaches and trains PTs and their bosses, she is noticing that there can frequently be a gap between what the PT and owner are wanting from each other. What she notices is that if the owner, the leader, will take the time to really listen to their therapy team and tap into their strengths, dreams, creativity, and desire to succeed, they will get more out of their teams, work together to attain clinical and individual PT’s goals, and develop a team that is dedicated to the vision and mission of the owner. Creating that kind of environment can become a powerful purpose that drives growth, retention, and recruiting.

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To achieve the best results for your business, you should be more innovative and open to new ideas in creating systems that would make your staff and your client’s life easier. Owner of Total Motion Release, Tom Dalonzo-Baker spent years developing his physical therapy skills to the benefit of his patients and staff and, intuitively, took those same systematization procedures to overhaul his front desk and billing operations. A physical therapist for over twenty years, Tom uncovers everything we need to know about Total Motion Release – how he duplicated himself by working with his PT’s to align their care throughout his facilities, the three rules that changed the lives of their patients as well as their clinic’s system, and their wellness pyramid and progressive goals.

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Dr. Tim Thorsen, DPT has had a lot of success in gradually expanding and stabilizing his physical therapy company. Although he had done that in many different ways, Tim had found how it was when he relied on the right people, who are aligned with his company, that he has been most successful. This goes back to Jim Collins’ Good to Great principle – first who, then what. Tim shares how he applied this in his company and gives great insights on topics from expansion, good and bad debt, and renting versus owning your building, to orthopedic residency and health care options for employees.

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After sharing his professional story, Steve Stalzer, PT is back for the second time to tell us about the valuations of physical therapy clinics and the three factors that can improve our EBITDA. As founder of 8150 Advisors, a PT consulting firm, Steve has guided owners across the country how to calculate and improve the value of their private practices. In doing so, owners have created businesses that not only provide them greater profits but also greater stability, freedom, and a solid platform for growth. Steve breaks down the strategic steps of improving company valuation so you can maximize returns and set yourself up for your eventual exit. Proving how he is a valuable resource to have, Steve shares the tricks of the trade when it comes to creating long-term value.

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