• 6 Secrets to Driving Patient Satisfaction in PT Image

    articleJan 12, 2018 | 7 min. read

    6 Secrets to Driving Patient Satisfaction in PT

    I’ve got a secret—can you keep it? Here’s the deal: meeting therapy goals isn’t the only thing that drives patient satisfaction. If you follow our blog regularly, then you’ve probably noticed a lot of discussion about patient satisfaction, and that’s not by accident. After all, satisfied patients are integral to the success of every physical therapy practice. That’s because these patients are often your most passionate promoters, and their endorsement is worth more than any paid advertisement. …

  • Give to Get: The How and Why of Patient Loyalty Programs Image

    articleSep 28, 2017 | 8 min. read

    Give to Get: The How and Why of Patient Loyalty Programs

    It’s common knowledge that acquiring new patients is significantly more expensive than keeping existing ones. How much more expensive? According to this Harvard Business Review article —which WebPT’s Kylie McKee cited here —“Depending on which study you believe, and what industry you’re in, acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” Even if your numbers are on the low end of that range—and that seems unlikely for …

  • 5 Things Small Practices Need to Know about HIPAA Image

    articleSep 20, 2017 | 9 min. read

    5 Things Small Practices Need to Know about HIPAA

    The Health Insurance Portability and Accountability Act of 1996 —a.k.a. HIPAA—does not distinguish between large and small practices. Fortunately, regulators do. While the law imposes the same requirements upon solo practitioners and large rehab hospitals, the manner in which those requirements are applied may depend upon your practice size. Contrary to what many providers believe, the onus of HIPAA’s requirements won’t hamper your clinical practice. In fact, I’ve found that they actually do the opposite: HIPAA provides …

  • D’Oh! 3 Major Physical Therapy Marketing Fails Image

    articleSep 18, 2017 | 8 min. read

    D’Oh! 3 Major Physical Therapy Marketing Fails

    Homer Simpson introduced the catchphrase “d’oh!” on the long-running cartoon sitcom, The Simpsons, in 1989. It’s arguably one of the most recognizable catchphrases in American pop culture. So much so, in fact, that the Oxford Dictionary of English added the word in 2001. Defined as an informal exclamation “used to comment on a foolish or stupid action, especially one's own,” “d’oh” is the most fitting—and safe for work—reaction to committing a major fail. “D’oh” is even more …

  • The Healthcare Provider's Guide to HIPAA-Compliant Marketing Image

    articleSep 14, 2017 | 6 min. read

    The Healthcare Provider's Guide to HIPAA-Compliant Marketing

    In 1966, US Congress passed the Health Information Portability and Accountability ACT (HIPAA). And as we explained here , this “dense piece of legislation...has serious implications for virtually all medical professionals, including physical therapists, occupational therapists, and speech-language pathologists.” Specifically, all HIPAA-covered entities—and that includes providers, payers, and business associates—“must follow certain rules governing the way patient protected health information (PHI) is collected, shared, and used.” And consequences for HIPAA breaches can be severe. While you may …

  • 5 Things I Wish I had Learned in PT School Image

    articleSep 12, 2017 | 10 min. read

    5 Things I Wish I had Learned in PT School

    I am not one of those people who bounded out of physical therapy school, brimming with confidence and ready to take on the world. I didn’t lead any groups or clubs during school. I made absolutely no effort to network. And I wound up spending the first two years of my PT career bouncing around a bit, trying to find my footing in the physical therapy industry. While I had a really solid clinical education in PT …

  • Calling for Backup: How to Leverage Therapist Assistants to Maximize Practice Efficiency Image

    articleJun 21, 2017 | 6 min. read

    Calling for Backup: How to Leverage Therapist Assistants to Maximize Practice Efficiency

    I love a good procedural cop show. There’s a whole lot to glean from a Law & Order marathon—including valuable lessons like, “Don’t let your emotions overrule critical thinking,” and “Most New York district attorneys are former super models.” (I’m not sure I can confirm the latter.) But the advice that’s perhaps most relevant to my life is, “Recognize when you’re in over your head, and don’t be afraid to call in backup.” It’s something that many …

  • How to Have Difficult Performance Conversations with Your Employees: Tips for Physical Therapy Business Owners Image

    articleMay 15, 2017 | 7 min. read

    How to Have Difficult Performance Conversations with Your Employees: Tips for Physical Therapy Business Owners

    Feedback. Performance conversations. Annual reviews. Say these words out loud and you’ll likely elicit a groan—or perhaps an eye roll—from the person with whom you’re speaking. At least, that’s been my experience as someone working in the HR industry for the last 15 years. I get it: having tough conversations about performance can be difficult. But in my experience, if you avoid those conversations, you’ll face even bigger issues down the road—ones that’ll make tough conversations feel …

  • Insurance Coverage Confusion: Why Uninformed Patients Lead to Unpaid Balances Image

    articleApr 17, 2017 | 5 min. read

    Insurance Coverage Confusion: Why Uninformed Patients Lead to Unpaid Balances

    People buy lots of products without truly understanding how they work. But unlike that automatic wine corker you impulse-bought from Brookstone last month, not every purchase comes with a 20-page instruction manual—or ends up working the way we imagined it would. For many consumers, that frustration definitely applies to the health insurance selection process. And that’s especially true for those who are new to the insurance market —for example, the millions of Americans who recently gained access …

  • How to Discuss Medical Bills and Insurance with Your Patients Image

    articleApr 7, 2017 | 5 min. read

    How to Discuss Medical Bills and Insurance with Your Patients

    Buying health insurance is easier—and faster—than it’s ever been. Much like fast food, however, speedy convenience now can cause plenty of woe later. (For example, I’m betting a good portion of your patients purchased plans without even knowing how a deductible works for health insurance—let alone what their deductible actually is.) But as unpleasant as a post-taco-run stomachache can be, surprise medical bills are much more painful. I’ll take the #2 with the large deductible. Does this …

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