Blog

Dear Receptionist – These are Your Patients

Having the right receptionist can really put the practice on the map or quickly remove from the map as well. Receptionists who are great at building patient relationships truly build value for your practice. Don’t tolerate mediocrity.

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Key Metrics to Keep at Reception

These are the key metrics to keep for the Receptionist that truly evaluates performance. Of course, there are others, but if these are not in a good range, it just may be time to find a new receptionist.  

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Impact of Soft Cancellation Management

Soft cancellation management can be a serious issue. If you do not have 95% of your scheduled patients arriving to their appointment as scheduled, your cancellation management has room for improvement. Reputation & results are most profoundly impacted. Unfortunately, soft cancellation management can also impact the patient’s like and trust…

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How to Handle Patients Who Come in Late

A patient arriving late can wreck a schedule. Unfortunately, we usually get them straight back so that we don’t back up our schedule any worse than it now is. This behavior is reinforced because the patient doesn’t have to wait. Would you like to be able to change that behavior?…

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Staff Morale Booster: “Tell Me Some Good News!”

As a practice owner, you can get swamped with problem, problem, problem. This can happen so often that you expect it and go searching for problems in your business. This can be exhausting. Try this: Walk through your organization and ask each staff member: “Tell me some good news.” This…

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Insurance Plans Do Not Enhance Outcomes

Recently, I delivered a practice management seminar in a client’s office. I saw something that was shockingly good – but it used to be the norm. When you ask a PT, “How often should a patient come to physical therapy per week in order to get the best outcome? They…

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