In this episode, David O'Sullivan and Paddy discuss the challenges faced by clinic owners and therapists, focusing on the importance of understanding the therapist's role, the customer journey framework, and the significance of metrics in clinical practice. They explore the transition from problem unaware to solution aware, emphasizing the need for effective coaching and accountability. The conversation highlights the impact of leadership on team dynamics and the necessity of creating a positive clinic culture to foster growth and development.

Takeaways

• Understanding the therapist's role is crucial for clinic success.

• The customer journey framework helps in identifying patient needs.

• Ego can blind clinicians to their issues, affecting patient care.

• Metrics reveal the truth about clinic performance and therapist effectiveness.

• Navigating the solution aware stage requires careful management.

• Coaching is more effective than traditional teaching methods.

• Accountability is vital for both therapists and clinic owners.

• Creating a positive clinic culture enhances team dynamics.

• Leadership vision is essential for guiding clinic growth.

• Reflecting on the journey helps in continuous improvement.

Sound Bites

"Your biggest problem as a clinic owner."

"Ego can blind clinicians to their issues."

"Accountability is vital for growth."

Chapters

00:00 Introduction to Therapist Types and Clinic Challenges

02:52 Understanding the Customer Journey in Therapy

05:27 Identifying the Problem Unaware Therapist

08:43 The Role of Ego in Clinical Practice

11:35 Recognizing Mismatched Expectations

14:09 Clinic Owner's Perspective on Therapist Performance

17:05 Navigating Conversations with Therapists

20:11 Moving from Problem Aware to Solution Aware

22:50 Setting Standards and Accountability in Clinics

25:41 Finding the Right Fit for Your Clinic

27:58 The Importance of Honest Conversations

30:36 Navigating Difficult Decisions in Leadership

32:22 Tracking Metrics for Team Performance

35:00 Creating a Vision for Growth

35:29 Coaching vs. Teaching in Clinical Practice

38:51 Understanding Inputs and Outputs

40:16 The Role of Questions in Coaching

42:31 Developing Skills Through Experience

46:38 The Impact of Leadership on Team Dynamics

48:41 Empowering Clinicians to Make Decisions

54:37 Podcast Outro (audio fixed).mp4

Additional Resources: 

Free Head Physio Systems 6 Step Checklist: ⁠https://thegotophysio.com/checklist/⁠

Our Flagship ‘Go To’ Therapist Mentorship Program: ⁠https://thegotophysio.com/mentorship/⁠

Our Clinic Owner Business Mentorship Program: ⁠https://thegotophysio.com/business-mentorship/⁠

Happy Progressing Patients Book: ⁠https://thegotophysio.com/book/⁠

For our Latest Updates, Be Sure To Follow Us On Social Media:

Facebook: ⁠www.facebook.com/daveosullivansportsphysio⁠

Instagram: ⁠www.instagram.com/daveosullivanphysio/⁠

In this episode of the ‘Go-To’ Physio podcast, David O'Sullivan and Paddy Mulligan discuss the hidden confidence crisis faced by new therapists in private practice. They explore the common challenges in hiring, the importance of communication and setting clear expectations, and how to build confidence in new hires. The conversation emphasizes the need for clinic owners to provide structured support and mentorship to help therapists thrive in their roles, ultimately leading to better patient outcomes and a more cohesive team.

Takeaways

• The hidden confidence crisis affects both new and experienced therapists.

• Effective communication is crucial in managing expectations between clinic owners and therapists.

• New therapists often experience fear and uncertainty when starting in a new role.

• Setting clear expectations from the beginning can prevent mismatches in hiring.

• Regular check-ins and structured support help build confidence in new hires.

• Therapists need to feel they are evolving and improving in their roles.

• A common language among team members enhances collaboration and learning.

• Clinic owners should prioritize mentorship and training for their staff.

• Understanding the emotional state of therapists is key to supporting them effectively.

• Creating a positive and fun work environment fosters better relationships and performance. 

Sound Bites

"I was actually a little bit afraid."

"You can't over communicate."

"The best therapists are inquisitive."

Chapters

00:00 The Hidden Confidence Crisis

02:54 Communication: The Key to Success

05:55 Expectations and Reality in Hiring

08:49 Understanding the New Grad Experience

11:52 Building Confidence in Clinicians

15:06 The Importance of Clinical Frameworks

17:51 Creating a Supportive Environment

20:51 The Role of Mentorship

24:04 Aligning Goals for Better Outcomes

26:52 Top Tips for Successful Hiring

Additional Resources: 

Free Head Physio Systems 6 Step Checklist: ⁠https://thegotophysio.com/checklist/⁠

Our Flagship ‘Go To’ Therapist Mentorship Program: ⁠https://thegotophysio.com/mentorship/⁠

Our Clinic Owner Business Mentorship Program: ⁠https://thegotophysio.com/business-mentorship/⁠

Happy Progressing Patients Book: ⁠https://thegotophysio.com/book/⁠

For our Latest Updates, Be Sure To Follow Us On Social Media:

Facebook: ⁠www.facebook.com/daveosullivansportsphysio⁠

Instagram: ⁠www.instagram.com/daveosullivanphysio/⁠

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses the three-step hiring process essential for clinic owners seeking true freedom through great staff. He emphasizes the importance of a structured approach to hiring, which includes a phone interview, a Zoom interview, and an in-person interview. Each step is designed to assess candidates' communication skills, core values, and practical abilities, ultimately leading to better hiring decisions. Dave also shares best practices for the hiring process, including the importance of checking references and trusting one's instincts.

Takeaways

• Good people are essential for clinic owners' freedom.

• The three-step hiring process is effective and time-saving.

• Phone interviews help gauge initial interest and communication skills.

• Zoom interviews allow for a comfortable environment and technology assessment.

• In-person interviews should include role-play scenarios to test skills.

• Consistency in answers is crucial throughout the interview process.

• Hiring should be a slow process to ensure the right fit.

• Involve multiple team members in the hiring process for diverse perspectives.

• Always check references before making a hiring decision.

• Trust your gut instinct while backing it up with objective observations.

Sound Bites

"What do you know about my company?"

"Hire slow, fire fast is the rule."

"I want them to have core foundations."

Chapters

00:00 Introduction to the GoToClinic Hiring Process

00:58 Step 1: The Phone Interview

04:15 Step 2: The Zoom Interview

06:40 Step 3: The In-Person Interview

09:23 Best Practices for Hiring

12:33 Podcast Outro (audio fixed).mp4

Additional Resources: 

Free Head Physio Systems 6 Step Checklist: ⁠https://thegotophysio.com/checklist/⁠

Our Flagship ‘Go To’ Therapist Mentorship Program: ⁠https://thegotophysio.com/mentorship/⁠

Our Clinic Owner Business Mentorship Program: ⁠https://thegotophysio.com/business-mentorship/⁠

Happy Progressing Patients Book: ⁠https://thegotophysio.com/book/⁠

For our Latest Updates, Be Sure To Follow Us On Social Media:

Facebook: ⁠www.facebook.com/daveosullivansportsphysio⁠

Instagram: ⁠www.instagram.com/daveosullivanphysio/⁠

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses the implementation of packages of care in a clinical setting without feeling salesy. He emphasizes the importance of understanding patient value outcomes, empowering patients to co-create their care plans, and ensuring that every session has a clear plan. The conversation highlights the need for clinicians to build trust with patients and the efficiency that packages of care can bring to a healthcare business.

Takeaways

• Packages of care can improve efficiency in clinics.

• Understanding patient value outcomes is crucial.

• Patients should co-create their treatment plans.

• Every session should have a clear plan and milestones.

• Trust is built through clear communication and progress.

• Sales scripts can feel uncomfortable and erode culture.

• Packages of care should be positioned as savings for patients.

• Empowering patients leads to better engagement and outcomes.

• The initial assessment is key to successful package implementation.

• Packages help reduce cancellations and improve rebooking rates.

Sound Bites

"If it looks salesy, it probably is salesy."

"99% of patients will turn up anyway."

"There are actual milestones along the way."

Chapters

00:00 Introduction to Packages of Care

02:51 Understanding Patient Value Outcomes

06:05 Empowering Patients in Their Care Plans

08:59 Building Trust and Confidence in Treatment

11:44 The Role of Admin in Package Sales

14:41 Overcoming Mental Blocks and Misconceptions

17:58 Conclusion and Call to Action

19:17 Podcast Outro (audio fixed).mp4

Additional Resources: 

Free Head Physio Systems 6 Step Checklist: ⁠https://thegotophysio.com/checklist/⁠

Our Flagship ‘Go To’ Therapist Mentorship Program: ⁠https://thegotophysio.com/mentorship/⁠

Our Clinic Owner Business Mentorship Program: ⁠https://thegotophysio.com/business-mentorship/⁠

Happy Progressing Patients Book: ⁠https://thegotophysio.com/book/⁠

For our Latest Updates, Be Sure To Follow Us On Social Media:

Facebook: ⁠www.facebook.com/daveosullivansportsphysio⁠

Instagram: ⁠www.instagram.com/daveosullivanphysio/⁠

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses the importance of using performance metrics effectively to enhance therapist accountability and improve patient outcomes. He emphasizes the need to identify therapist willingness, implement patient-defined value outcomes, and understand the patient journey. O'Sullivan also highlights the significance of empowering therapists with the right knowledge and skills, creating a supportive environment, and applying real-world solutions to common challenges faced by clinic owners.

Takeaways

Using numbers can significantly improve therapist performance.

Identifying high-willed versus low-willed therapists is crucial.

Patient value outcomes help hold therapists accountable.

The patient should define their treatment goals.

Understanding the patient journey is essential for success.

Therapists need clarity on where to go next with patients.

Empowering therapists with knowledge leads to better outcomes.

Creating a supportive environment is key for clinic success.

Real-world applications of mentorship can solve common problems.

Effective clinic management requires understanding both clinical and business systems.

Sound Bites

"Six stages of the patient journey"

"Inputs equal outputs in therapy"

"Delivering results in the real world"

Chapters

00:00 Introduction to Performance Metrics in Therapy

02:50 Identifying Therapist Willingness and Accountability

05:45 Implementing Patient Value Outcomes

09:00 Understanding the Patient Journey

11:45 Empowering Therapists with Clarity

15:04 Building Systems for Success

17:54 Conclusion and Call to Action

20:18 Podcast Outro (audio fixed).mp4

Additional Resources: 

Free Head Physio Systems 6 Step Checklist: ⁠https://thegotophysio.com/checklist/⁠

Our Flagship ‘Go To’ Therapist Mentorship Program: ⁠https://thegotophysio.com/mentorship/⁠

Our Clinic Owner Business Mentorship Program: ⁠https://thegotophysio.com/business-mentorship/⁠

Happy Progressing Patients Book: ⁠https://thegotophysio.com/book/⁠

For our Latest Updates, Be Sure To Follow Us On Social Media:

Facebook: ⁠www.facebook.com/daveosullivansportsphysio⁠

Instagram: ⁠www.instagram.com/daveosullivanphysio/⁠

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses how to naturally increase therapist reviews and referrals by focusing on patient value and expectations. He emphasizes the importance of aligning treatment plans with what patients perceive as valuable and setting clear expectations from the first session. The conversation outlines a six-stage patient journey that enhances customer experience and ultimately leads to more positive reviews and referrals. O'Sullivan provides actionable insights for therapists to improve their practice and patient outcomes.

Takeaways

Most patients want to give reviews naturally.

Understanding perceived vs actual value is crucial.

Treatment plans must exceed patient expectations.

Setting expectations in the first session is key.

Align treatment with patient-defined value outcomes.

The first three sessions are critical for patient perception.

Customer experience is fundamentally about feelings.

Therapists need to audit their subjective assessments.

Focus problems often lead to low reviews and referrals.

Building a go-to clinic requires the right mentorship and tools.

Sound Bites

"Patient-defined value outcomes are crucial"

"Customer experience is a feeling"

"Build a go-to clinic with the right tools"

Chapters

00:00 Introduction to Patient Reviews and Referrals

00:56 Understanding Value in Patient Care

03:20 Aligning Treatment with Patient Expectations

06:10 Setting Expectations for Patient Success

09:28 The Importance of Patient Defined Value Outcomes

12:19 Transforming Patient Experience and Confidence

14:26 Podcast Outro (audio fixed).mp4

Additional Resources: 

Free Head Physio Systems 6 Step Checklist: ⁠https://thegotophysio.com/checklist/⁠

Our Flagship ‘Go To’ Therapist Mentorship Program: ⁠https://thegotophysio.com/mentorship/⁠

Our Clinic Owner Business Mentorship Program: ⁠https://thegotophysio.com/business-mentorship/⁠

Happy Progressing Patients Book: ⁠https://thegotophysio.com/book/⁠

For our Latest Updates, Be Sure To Follow Us On Social Media:

Facebook: ⁠www.facebook.com/daveosullivansportsphysio⁠

Instagram: ⁠www.instagram.com/daveosullivanphysio/⁠

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses the implementation and benefits of the Net Promoter Score (NPS) in clinic management. He explains how NPS can enhance therapist performance and clinical standards by categorizing patient feedback into promoters, pacifiers, and detractors. The episode emphasizes the importance of tracking NPS over time and using the insights gained to improve patient experiences and operational efficiency.

Takeaways

The Net Promoter Score (NPS) is crucial for clinic performance.

Tracking NPS helps identify promoters, pacifiers, and detractors.

A high NPS indicates strong patient loyalty and satisfaction.

Implementing NPS can be intimidating but is ultimately beneficial.

Feedback from detractors provides valuable learning opportunities.

NPS should be tracked after the first session and at discharge.

Understanding patient feedback helps improve clinical standards.

Continuous improvement is key to maintaining high NPS scores.

Automation can streamline the collection of NPS data.

Clinic owners must be proactive in addressing feedback and solving problems.

Sound Bites

"Our three month MPS is 91."

"We track MPS after the first session."

"Go research the Net Promoter Score."

Chapters

00:00 Introduction to Net Promoter Score (NPS) in Clinics

03:05 Understanding NPS: Promoters, Pacifiers, and Detractors

05:50 Implementing NPS: Tracking and Learning from Feedback

09:03 The Importance of Continuous Improvement through NPS

10:54 Podcast Outro (audio fixed).mp4

Additional Resources: 

Free Head Physio Systems 6 Step Checklist: ⁠https://thegotophysio.com/checklist/⁠

Our Flagship ‘Go To’ Therapist Mentorship Program: ⁠https://thegotophysio.com/mentorship/⁠

Our Clinic Owner Business Mentorship Program: ⁠https://thegotophysio.com/business-mentorship/⁠

Happy Progressing Patients Book: ⁠https://thegotophysio.com/book/⁠

For our Latest Updates, Be Sure To Follow Us On Social Media:

Facebook: ⁠www.facebook.com/daveosullivansportsphysio⁠

Instagram: ⁠www.instagram.com/daveosullivanphysio/⁠

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses the three main growth levers essential for building a sustainable private practice. He emphasizes the importance of maximizing customer lifetime value, improving sales conversions, and optimizing marketing channels. The conversation highlights the need for realistic budgeting based on historical performance and the significance of understanding key metrics to drive growth. O'Sullivan shares insights on how to create a culture of success within a clinic and the importance of focusing on the right growth strategies to achieve long-term sustainability.

Takeaways

Sustainable growth is about feeling easy, not being easy.

Budgeting should be based on historical performance.

Maximizing customer lifetime value is crucial for growth.

Improving sales conversions can significantly impact revenue.

Not all patients or marketing channels are equal.

Focus on growth levers one and two before marketing.

Understanding your numbers is essential for success.

A culture of success is vital for team morale.

Sustainable growth requires a strategic approach.

You have limited time and energy; focus wisely.

Sound Bites

"Maximize your customer's lifetime value."

"Focus on growth levers one and two first."

"Sustainable growth is less reactive."

Chapters

00:00 Introduction to Sustainable Growth in Private Practice

05:07 Understanding the Three Growth Levers

10:23 Maximizing Customer Lifetime Value

15:35 Improving Sales Conversions

20:50 Optimizing Marketing Channels

22:54 Podcast Outro (audio fixed).mp4

Additional Resources: 

Free Head Physio Systems 6 Step Checklist: ⁠https://thegotophysio.com/checklist/⁠

Our Flagship ‘Go To’ Therapist Mentorship Program: ⁠https://thegotophysio.com/mentorship/⁠

Our Clinic Owner Business Mentorship Program: ⁠https://thegotophysio.com/business-mentorship/⁠

Happy Progressing Patients Book: ⁠https://thegotophysio.com/book/⁠

For our Latest Updates, Be Sure To Follow Us On Social Media:

Facebook: ⁠www.facebook.com/daveosullivansportsphysio⁠

Instagram: ⁠www.instagram.com/daveosullivanphysio/⁠

In this episode, Dave O'Sullivan discusses the importance of improving the patient visit average (PVA) in physiotherapy practices. He explains how to calculate PVA, its significance in clinic metrics, and the various factors that influence it, including patient engagement, therapist performance, and the use of packages of care. The conversation emphasizes the need for therapists to align their treatment plans with patient-defined outcomes to enhance retention and profitability. O'Sullivan also shares strategies for clinic owners to implement systems that can lead to better patient outcomes and increased revenue.

Takeaways

Patient visit average is a key metric for clinics.

Aiming for a PVA of six is reasonable for private practices.

Improving IA rebook rates can enhance PVA.

Patient engagement is critical for retention.

Therapists must communicate treatment plans effectively.

Packages of care can significantly boost PVA.

Understanding clinic metrics is essential for growth.

Aligning treatment with patient goals improves outcomes.

Effective systems can transform clinic profitability.

Clinical excellence leads to better patient results.

Sound Bites

"Your patient visit average is crucial."

"Fixing the IA rebook rate improves PVA."

"Packages of care can double your PVA."

Chapters

00:00 Understanding Patient Visit Average

02:55 Importance of Patient Visit Average

05:42 Strategies to Improve Patient Visit Average

09:04 The Role of Therapist in Patient Outcomes

11:57 Integrating Metrics for Business Success

14:42 Achieving Clinical Excellence and Profitability

18:20 Podcast Outro (audio fixed).mp4

Additional Resources: 

Free Head Physio Systems 6 Step Checklist: ⁠https://thegotophysio.com/checklist/⁠

Our Flagship ‘Go To’ Therapist Mentorship Program: ⁠https://thegotophysio.com/mentorship/⁠

Our Clinic Owner Business Mentorship Program: ⁠https://thegotophysio.com/business-mentorship/⁠

Happy Progressing Patients Book: ⁠https://thegotophysio.com/book/⁠

For our Latest Updates, Be Sure To Follow Us On Social Media:

Facebook: ⁠www.facebook.com/daveosullivansportsphysio⁠

Instagram: ⁠www.instagram.com/daveosullivanphysio/⁠

In this episode of the GoToPhysio podcast, Dave O'Sullivan discusses strategies to improve therapist drop off rates and cancellation percentages. He emphasizes the importance of understanding metrics related to patient engagement and the patient journey. The conversation covers the significance of patient value outcomes, the stages of the patient journey, and how to build resilience in patients to ensure they complete their treatment plans. The episode concludes with actionable insights for clinic owners and therapists to enhance their practice and reduce drop off rates.

Takeaways

Understanding drop off rates is crucial for clinic success.

Metrics help in making informed decisions about patient care.

A drop off percentage of 8% is a target for clinics.

Patient engagement is key to reducing cancellations.

The patient journey consists of six stages that impact drop off rates.

Therapists must communicate clear treatment plans to patients.

Building resilience in patients can improve treatment outcomes.

Regular follow-ups are essential for patient retention.

Therapists should be trained to handle difficult patient scenarios.

Improving IA rebook percentages can significantly reduce drop off rates.

Sound Bites

"How to improve your therapist's drop off rates?"

"We need to change the inputs to change the outputs."

"Building resilience for patients is critical."

Chapters

00:00 Introduction to Drop Off Rates

02:52 Understanding Drop Off Percentage

05:55 The Importance of Patient Commitment

08:47 Stages of the Patient Journey

12:05 Improving Follow-Up Sessions

14:58 Building Patient Resilience

17:53 Conclusion and Next Steps

21:34 Podcast Outro (audio fixed).mp4

Additional Resources: 

Free Head Physio Systems 6 Step Checklist: ⁠https://thegotophysio.com/checklist/⁠

Our Flagship ‘Go To’ Therapist Mentorship Program: ⁠https://thegotophysio.com/mentorship/⁠

Our Clinic Owner Business Mentorship Program: ⁠https://thegotophysio.com/business-mentorship/⁠

Happy Progressing Patients Book: ⁠https://thegotophysio.com/book/⁠

For our Latest Updates, Be Sure To Follow Us On Social Media:

Facebook: ⁠www.facebook.com/daveosullivansportsphysio⁠

Instagram: ⁠www.instagram.com/daveosullivanphysio/⁠

Summary

In this episode, Dave O'Sullivan discusses how to ethically sell packages of care in a therapy setting. He emphasizes the importance of building trust with patients, understanding their needs, and presenting treatment plans that align with their goals. The conversation covers the stages of patient engagement, the significance of clinical systems, and how to effectively present package options without feeling salesy. O'Sullivan provides insights into improving business efficiency through package sales and highlights the importance of patient outcomes and satisfaction.

Takeaways

Selling packages ethically is crucial for therapist success.

Avoid using scripts that feel salesy to patients.

Packages improve business efficiency and patient commitment.

Patients need to feel progress to buy into treatment plans.

Self-trust is a major barrier for patients considering packages.

Align treatment progress with patient-defined goals.

Present package options as a way to save money.

Fulfilment in therapy starts with effective service delivery.

Clinical systems play a vital role in package sales.

Building trust with patients leads to better outcomes.

Titles

Ethical Selling in Therapy: A Guide

Transforming Patient Care with Packages

Sound Bites

"Don't be salesy, be genuine"

"Get the money out of the way"

"Packages can be sold ethically"

Chapters

00:00 Introduction to Packages of Care

02:51 Understanding the Importance of Packages

06:08 Stages of Patient Engagement

09:00 Building Trust and Commitment

11:48 The Role of Admin in Package Sales

14:40 Ethical Selling of Packages

17:58 Conclusion and Future Insights

21:17 Podcast Outro (audio fixed).mp4

Additional Resources: 

Free Head Physio Systems 6 Step Checklist: ⁠https://thegotophysio.com/checklist/⁠

Our Flagship ‘Go To’ Therapist Mentorship Program: ⁠https://thegotophysio.com/mentorship/⁠

Our Clinic Owner Business Mentorship Program: ⁠https://thegotophysio.com/business-mentorship/⁠

Happy Progressing Patients Book: ⁠https://thegotophysio.com/book/⁠

For our Latest Updates, Be Sure To Follow Us On Social Media:

Facebook:⁠www.facebook.com/daveosullivansportsphysio⁠
Instagram: ⁠www.instagram.com/daveosullivanphysio/