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Clinic Accelerator Blog

What I learned from 60 clinic owners (at a sold out workshop) about patient engagement

Posted by Rick Lau on Mar 21, 2017 4:00:00 AM

I recently ran a vancouver workshop that was a huge success. In fact, it was sold out!

We did have a limit of 60 clinic owners attending and we had more than 20 clinic owners on our waiting list. The workshop was about keeping more patients (patient engagement) and getting more patients (with digital marketing).

My goal with these workshops is to help each clinic owners make an additional $10,000 per month. At the recent workshop, we had so much interaction, interest and questions that we ended up going well over the 2.5 hour planned workshop, finishing up beyond 10 pm!

I thoroughly enjoyed meeting up with all the awesome clinic owners from a wide variety of niches - pediatric, neuro, sports, rehab - from small clinics through to large multidisciplinary clinics.

This business workshop was sponsored by Physiotherapy Association of British Columbia (PABC). Since the workshop was split into two sections, what I’m about to share today is part one (patient engagement strategies), then coming up soon I’ll share part two (easy digital marketing tactics). 

Today you’ll learn:

  • How to work smarter rather than harder
  • Why 20% of patients drop off after just 3 visits and how to fix it
  • How fixing patient engagement will boost your revenues by 30%
  • 7 practical tips to get started with increasing your patient engagement

Yes, we’ve got a ton of great stuff to cover. So, let’s get down to business...

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Topics: Patient Engagement

New Grads: What NOT to say to a new patient

Posted by Rick Lau on Feb 28, 2017 7:00:00 AM

According to Strive Labs, 20% of patients drop out within three visits and never come back again. That's a lot of new patients self discharging, patients you’re never going to see at your clinic again. And a lot of lost revenue, too!

Patient engagement is something most clinic owners need to focus on more. And one of the challenges I hear clinic owners talk about is how poor new grads are with patient engagement.

This is to be expected, after all, they are just fresh out of physiotherapy or chiropractic school. From the patient’s perspective, they often look young (in most cases), they look and act inexperienced and they may not talk in a confident professional manner.

This dramatically impacts new patients who are calling your clinic. For instance, when a caller asks, what does the front desk say? The new patient caller wants to feel confident that your service is going to help them so if you’re telling them they are seeing a new grad with less experience, might have the perception that they are getting inferior treatment at your clinic.

But, there are easy ways you can fix this so your new grad has confidence and so do your patients.

In this post we’ll cover:

  • The pros and cons of hiring new grads
  • Ways to improve patient engagement
  • A simple script for your front desk and new grads
  • One simple technique to make every new patient a raving fan

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Topics: Hiring & Firing

Don’t risk getting a patient lawsuit: Tips to protect your clinic

Posted by Rick Lau on Feb 21, 2017 5:00:00 AM

 

Have you or your practice been sued by a patient before?  

I have and let me just say, it was a brutal experience. This happened a while back now, when I use to own alot of physiotherapy wellness clinics. In fact, it happened to me twice. And it’s something I would never wish upon anyone.  

The first time I was sued was when a patient claimed to get burned from a hot pack during treatment. The second time was also another burn injury after interferential current therapy for treating pain. Crazy thing was one of the lawsuits was a lawyer who was a patient and it scared the crap out of the new grad physiotherapist we hired.  

While none of us ever want to be faced with a lawsuit, the reality is, it can happen. And when you think about it, it can happen to any modality including shockwave therapy, ultrasound or laser at your clinic. It can even happen with a dysfunctional hi-low table - so stay away from buying cheap beds, and cheap equipment for that matter, please do!!! It's just not worth the lawsuits.

 

Don’t risk getting a lawsuit at your clinic! 

Or risk putting your clients at harm. Schedule your physiotherapy equipment repairs and calibrations now.  

CLICK HERE and learn how we service coast to coast

 

Let’s talk about some of the things you need to be aware of and how to protect yourself as best you can, including:

  1. Two things you need to get patient consent for
  2. Two types of insurance you absolutely need    
  3. How to comply with regulatory obligations
  4. Two steps to protect yourself through informed consent
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Topics: Patient Engagement

Patient Engagement: The 8 Steps to a Kickass Assessment

Posted by Rick Lau on Jan 16, 2017 4:14:49 PM

 

A new patient comes to your clinic. You may not realize it, but absolutely everything counts!

What does their first impression say about your clinic, your service?

Do you have a messy waiting room? Is your front desk team flustered and short with their communications? Are your clinicians on time or late with with their appointment? 

Like I said, absolutely everything counts!

People make judgements within seconds of meeting, seriously, you have like 30 seconds to make a great impression and research shows that first impressions are hard to change. And in clinical practice, those first impressions go beyond the front desk and into your treatment room.

Being that I’ve worked with countless clinic owners, I know that in most clinic’s 40% or less of patients graduate from their treatment plans. That’s A LOT of lost patients and revenue. It seems to be a major struggle for clinicians to get their patients to commit to a care plan.

One of the major problems is that the clinician rushes the assessment and spends way too much time doing, and talking about, the diagnosis. Number one, the patient wants to feel cared about, so you need to get the patient to trust you and believe you are their best solution to their health problem. Number two, as a clinician you need to tell the patient exactly how long it will take and get them engaged and accountable to your treatment plan.

 

It’s called being patient-focused. It’s also called being focused on exceptional patient experience.

And here’s the thing: “Almost 9 out of 10 consumers say they would pay more to ensure a superior customer experience.” ~ Helpscout

So, we’re going to solve this problem so you can boost your graduation rates and here’s what we’re going to cover:

  • The CarePath Framework - 8 steps to a kickass assessment
  • How to get a patient to trust you within the first 5-10 minutes of contact
  • How to plan effective treatments that patients will commit to
  • How to get them to book the entire treatment plan on the first day
  • And much, much more
After you read and implement these steps, you will never have a problem getting your patients to graduate from your treatment plans. And more importantly, for you that means you'll spend less revenue on attracting new patients, while increasing your revenue and referrals through existing patients.

Sounds like a winning situation right? It is!

So what are we waiting for...

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Topics: Patient Engagement

Why should YOU be more expensive when selling product at your clinic

Posted by Rick Lau on Jan 11, 2017 4:00:00 AM

Selling products. As a clinic owner you’re probably well aware that products could help increase patient incomes and boost your revenue's by 10%. But, you've tried selling products before and there always seems to be obstacles.

For one, your prices are more expensive than the big chain stores or pharmacies. This alone can make it difficult to get your clinician's to sell product or include that as part of their treatment plans. Then there’s the issue of having to choose the right product and make sure it sells. Let's face it, the last thing you want is a room full of inventory that sits there collecting dust.

I’d like to share:

  • Why you need to introduce product to boost patient outcomes
  • 3 reasons why you can charge more for products
  • What price you should markup your products
  • How to choosing the best products to sell
  • How to sell more product at your clinic
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Topics: Product Sales

Announcing: The Beach Getaway Contest #1 Winner

Posted by Rick Lau on Jan 3, 2017 8:00:00 AM

 

If we told you the most popular holiday destination of choice is Hawaii, would that surprise you? Can you guess what the next top destination is?

We recently hosted our very first Beach Getaway Contest  and it was great to learn about all the different places people want to go for a holiday. So much fun. :)

We held the contest to show how THANKFUL and GRATEFUL we are to our customers and #Clinicaccelerator blog subscribers.

We appreciate how challenging and overwhelming it can get when working in a clinic, which is why we thought a holiday wish should be granted. 

We appreciate the honor of being able to serve front desk teams, clinic owners, and clinicians. We're always trying to find creative ways to show our appreciation. We recognize the hard work that goes into running a clinic and taking care of patients all at the same time. 

So, THANK YOU for being AMAZING!

And of course, thank you for your participation. It's great to see everyone have fun taking photos with friends, colleagues and family members.

The competition has ended so let’s announce the winner… 

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Topics: Beach Getaway Winners

How to Start a Physiotherapy Clinic or Add This Service To Your Practice

Posted by Rick Lau on Dec 27, 2016 8:00:00 AM

 

You want to start a physiotherapy clinic or offer physical therapy services at your clinic but when you look around, you know that competition is fierce. There are new multi-disciplinary clinics opening up on every corner and nearly every practice seems to be offering the same solutions. Last time I checked in Vancouver and Toronto, there is pretty much a clinic every couple of blocks away.

Seriously. Everybody is claiming to fix back pain!

What's really scary is that even Dr Ho is claiming to fix back pain, all with his tens machine products! And the thing is, they don't have to deal with the college of physiotherapists when it comes to promoting services, they are simply earning revenue from selling products. And you know what? They are selling lots of product!

If you’re considering opening a physiotherapy clinic or offering these services, you need to be thinking BIG. Will you offer just a stand alone service to your patients? Will you embrace the trends of having a diversified wellness clinic that offers all the services including physiotherapy, chiropractic, massage therapy and personal training? Will you include a range of products to enable more complete care for patients?

Yes, there are a lot of things to think about.

In this post, we will teach you how to start a physiotherapy clinic from scratch or to launch  physio service inside your existing chiropractic or massage therapy clinic.

We’ll cover:

  • A business model that works best
  • How to startup a physiotherapy clinic from scratch
  • How to add this new service into your chiropractic or massage clinic 
  • How to collaborate to build a wellness and business model that shines
  • Tips on building your practice after launch
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Topics: Clinic Startup

What I Learned From Gary Vaynerchuk And The Biggest Marketing Opportunity in 2017

Posted by Rick Lau on Dec 20, 2016 8:00:00 AM

I recently came back from attending the Hubspot Marketing conference in Boston. The whole conference was fantastic. But the keynote delivered by Gary Vaynerchuk was my favourite.

Gary Vanderchuck is an inspiring and unconventional entrepreneur.  A marketing and business genius.  Gary is a pretty in-your-face kinda guy. He’s loud, swears a lot, and gets straight down to the point. Some might say they don’t like him, or they feel offended by him. But for a guy who built a $3M business to a $60M in just 5 years, then moved onto run VaynerMedia with 750 employees that service the biggest companies worldwide - well, you’d be stupid to ignore what he has to say. And like I said, it was one of my favourite keynotes.  

I wanted to share my takeaways with you because what Gary had to share may just have the most incredible impact on your health business. I know it will on mine.

So here we’re going to cover:

  • The era of opportunity for clinic owners
  • The new face of communication
  • What type of marketing you need to do
  • 3 killer health business growth tactics
  • Also you can watch Gary's keynote at this event :)  

Let’s dive in...

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Topics: Marketing

Top 30 Best Selling Products Patients Really Want

Posted by Charlotte Anderson on Dec 13, 2016 11:20:13 AM

 

Meet Charlotte Anderson, physiotherapist and owner of ALPHA Health.

In just 3 short years Charlotte has built a team of multidisciplinary experts and ALPHA is set to soar to even greater heights in the next 12 months to come. Not only has Charlotte been busy building a business, she has also been undergoing a PhD in physiotherapy.

As a registered physiotherapist and clinic owner of Alpha Health in Toronto, I treat a variety of patients (sports, wcb, mva, private) and believe in offering complete care at my own practice. Offering “complete care” includes recommending helpful advice and products that can boost your patient’s recovery.

Talking to other clinic owners I often hear their resistance to selling products - they feel pushy and they don't think it aligns with healthcare, like it's somehow unethical. I can tell you, as a clinician who actively sells product, this is the wrong way to think because you will be surprised to learn that patients appreciate product recommendations.

The truth is, patients need products to aid in their recovery. If you're not being their most trusted health advisor by making recommendations, they will just go and buy the product elsewhere - maybe even from your competitors!

So I've lined up a list of the top 30 clinic products patients really want (and need). We cover five popular product categories - pain relief, home exercise, bracing and supports, compression therapy, and pillow and lumber supports, including notable features and patient benefits of each product.

 

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Topics: Product Sales

Top 6 Best Selling Physiotherapy Tables in 2016

Posted by Rick Lau on Nov 30, 2016 9:00:00 AM

 

Meet Charlotte Anderson, physiotherapist and owner of ALPHA Health.

In just 3 short years Charlotte has built a team of multidisciplinary experts and ALPHA is set to soar to even greater heights in the next 12 months to come. Not only has Charlotte been busy building a business, she has also been undergoing a PhD in physiotherapy.

Charlotte treats a variety of patients (sports, wcb, mva, private) and know's how important it is for both patient and physiotherapist to have a really good physiotherapy table and equipment.

Here is what Charlotte has to say about selecting a physiotherapy treatment table: 

"On the one hand, you want a bed that patients feel 100% safe and comfortable on. And on the other hand, you need a bed that can adapt to suit your treatment needs so you can work in an ergonomic manner that protects your body over the long term." 

Today we are going to share what Charlotte like/don’t like about CSC's top 6 best selling physiotherapy table and equipment, as well as which type of practice these tables are most suited to and some pros, cons, and benefits that may help you make a better decision.

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Topics: Clinic Startup, Product Sales

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