Eliminate Cancellations at Your Clinic (Feat. Jerry Durham)
On this episode of Strata Stories, we talk with Jerry Durham, the CEO of the Client Experience Company.
We dive into:
1. Jerry shares his takeaways from The Graham Sessions
2. Why PT assistants are the most undervalued resource
3. Evaluations vs Treatments – Why we need to rethink the physical therapy model
4. How to handle cancellations and cancellation fees at your clinic
Episode Highlight: “You gotta bake in that five to 8% cancellation rate because stuff happens. Somebody trips, the car stops working, there’s an ice storm, etc. Once you’ve allocated that five to 8% cancel rate, the second part is the remaining set of cancels that’s happening. You need to be honest about why it’s happening. It forces you to realize the problem’s probably not them (the patient). It’s you, the provider.”
Strata Stories are conversations between Strata’s CEO, Paul Singh, and leaders in the OT & PT world. We interview practice owners, therapists, consultants, and coaches disrupting healthcare to make a positive change!
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