This past weekend I had the opportunity to attend a one-day workshop with out-of-network private practice clinic owner and Twitter personality extraordinaire, Jerry Durham (@Jerry_DurhamPT), located at Entropy Physical Therapy in Chicago (@EntropyPhysio). (If you’re curious about who’s who in the photo, I’m the one with more hair). Without giving away too much of the content from the class, here are some takeaways from the weekend:
I had my windows down the entire drive from O’Hare to my hotel downtown and the entire city of Chicago smelled like a wonderful combination of pizza and bacon. I don’t know if it’s like that all the time, but that was pretty sweet.
Chicago is a vibrant city: even early in the morning, lots of young people around, jogging, walking, dog walking; there are bike lanes, lots of bars/restaurants, not too many chains as far as I could tell.
Entropy Physical Therapy has a very cool space with a great feel to it: Co-owned by Sandy Hilton (@SandyHiltonPT) and Sarah Haag (@SarahHaagPT)–brick wall, large wooden beams, wood floor
They provide really good coffee!
Jerry confirmed that he has a chip implanted in his brain that converts his thoughts directly to Tweets
It was great to meet some of the Twitter physio community in person
Gene Shirokobrod (@therapyinsiders, @updocmedia) is hustlin’
Jerry knows how to have fun: his previous two days included front row at Kid Rock in Detroit followed by an afternoon Cubs game
It turned out to be an international conference, thanks to the presence of Jason Bellefleur (@JasonBPT) and his wife from Ottowa, Canada.
Justin Dunaway (@DrDunaway) and Morgan Denny, co-founders of STAND, The Haiti Project (@STANDHaiti), spoke a few minutes about their organization. They just started a Kickstarter campaign to raise $10,000 to produce a video to help with their fundraising and marketing efforts. I encourage everyone to donate to this wonderful cause.
“We cannot solve our problems with the same level of thinking that created them”–Albert Einstein
Almost half the attendees at the workshop were DPT students
Michigan and Ohio State students can actually share a hostel room and hang out for several hours without breaking out into a brawl
If these third-year PT students are any indication, our profession’s future should be moving in the right direction (@RyanSmith_ATC, @tuckerfurbush, @Mbabock_21, @the_caitk)
Sandy Hilton and Adam Meakins (@AdamMeakins) are kindred spirits. I should learn to avoid arguments with either of them in the future
Old ways of thinking were challenged
“Get comfortable with being uncomfortable”
“You don’t run a physical therapy business–you run a business that provides physical therapy”
“Hell, there are no rules here–we’re trying to accomplish something”–Thomas Edison
It turned out to be an international conference, thanks to the presence of Jason Bellefleur (@JasonBPT) and his wife from Ottowa, Canada.
Justin Dunaway (@DrDunaway) and Morgan Denny, co-founders of STAND, The Haiti Project (@STANDHaiti), spoke a few minutes about their organization. They just started a Kickstarter campaign to raise $10,000 to produce a video to help with their fundraising and marketing efforts. I encourage everyone to donate to this wonderful cause.
Almost half the attendees at the workshop were DPT students
Michigan and Ohio State students can actually share a hostel room and hang out for several hours without breaking out into a brawl
If these third-year PT students are any indication, our profession’s future should be moving in the right direction (@RyanSmith_ATC, @tuckerfurbush, @Mbabock_21, @the_caitk)
Sandy Hilton and Adam Meakins (@AdamMeakins) are kindred spirits. I should learn to avoid arguments with either of them in the future
Old ways of thinking were challenged
“Get comfortable with being uncomfortable”
“You don’t run a physical therapy business–you run a business that provides physical therapy”
“Hell, there are no rules here–we’re trying to accomplish something”–Thomas Edison
*2011 Systematic Review by Hush et al in PT Journal: measured customer satisfaction with PT across North America: #1–Empathy. Surprisingly, outcomes had little correlation with customer satisfaction
“Interpersonal attributes and the process of care were the key determinants to pt satisfaction.
Satisfied pts are more likely to adhere to treatment, benefit from healthcare, and have a higher quality of life”
(contact me if you would like me to email you full article)
Over 50% of pts surveyed believe that the health care system misses the mark on delivering care. What was deemed important: providers who take their time during an appointment, providers who are easily accessible, and providers who exhibit good bedside manner and demonstrate knowledge and technical proficiency
Alan Siegel–Simple: “putting patients first drives both a company’s favorability and perception of value when it comes to healthcare”
So, what are we selling? Physical therapy
What is your UVP? (unique value proposition)
The customer wants value, and value is in the eye of the beholder
The right formula has people in it. It’s not about the product–it’s the people providing the product!
What do patients value the most about their physical therapy experience?
knowledgeable therapist
instructions received were clear
appointments were on time with minimal wait
friendly staff
physician recommended clinic (would it be the same if ANYONE recommended)?
2 out of 3 people surveyed cite customer service as main area of dissatisfaction when it comes to healthcare
2 am is waaaay past my bedtime
Parking tickets in Chicago are $75
I’ll be back
“The person who says it cannot be done should not interrupt the person who is doing it”–Chinese Proverb (and Jerry is doing it, folks)
As always, thanks for reading. Comments and discussion encouraged!
Keeping it Eclectic...
“Interpersonal attributes and the process of care were the key determinants to pt satisfaction.
Satisfied pts are more likely to adhere to treatment, benefit from healthcare, and have a higher quality of life”
(contact me if you would like me to email you full article)
Over 50% of pts surveyed believe that the health care system misses the mark on delivering care. What was deemed important: providers who take their time during an appointment, providers who are easily accessible, and providers who exhibit good bedside manner and demonstrate knowledge and technical proficiency
Alan Siegel–Simple: “putting patients first drives both a company’s favorability and perception of value when it comes to healthcare”
So, what are we selling? Physical therapy
What is your UVP? (unique value proposition)
The customer wants value, and value is in the eye of the beholder
The right formula has people in it. It’s not about the product–it’s the people providing the product!
What do patients value the most about their physical therapy experience?
knowledgeable therapist
instructions received were clear
appointments were on time with minimal wait
friendly staff
physician recommended clinic (would it be the same if ANYONE recommended)?
2 out of 3 people surveyed cite customer service as main area of dissatisfaction when it comes to healthcare
The workshop summed up in three words: “Relationship-Centered Care!”
I’ve developed an appreciation for Bourbon (Bulleit is very smooth)2 am is waaaay past my bedtime
Parking tickets in Chicago are $75
I’ll be back
“The person who says it cannot be done should not interrupt the person who is doing it”–Chinese Proverb (and Jerry is doing it, folks)
As always, thanks for reading. Comments and discussion encouraged!
Interested in live cases where I apply this approach and integrate it with pain science, manual therapy, repeated motions, IASTM, with emphasis on patient education? Check out Modern Manual Therapy!
Keeping it Eclectic...
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