Haven Physical Therapy
I wish that I could say that this project was glamourous and fun, but it was not - for myself OR the owner. Now, don’t get me wrong, the owner of this company is one of the greatest people you will ever meet.
However, like other accomplished, licensed professionals – his greatness was a prominent limiting factor that was temporarily clouding his perception of his own reality and responsibility to assuring that company minutiae were properly delegated and accounted for.
Additionally, his bedside manner and patient care were and still are second-to-none. (Additionally, and like most medically-related practices; there existed a notable level of revolving operational debt.) I had conducted a project for a larger physical medicine group prior and with marked upside and turnaround and was pretty certain that most of the principles would translate in the presence of only a few unique nuances.
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However, as a persistent learner - I found myself “going back to school” on this particular project. (Every business is at least slightly, if not vastly different from that of another) The owner/hands-on physical therapist had worked for a large physical medicine group and left to create his own start-up. A literal grass-roots marketing effort was the avenue by which he gained exposure and accounted for much of his business inventory. However, organic growth in such a transient and competitive industry would take him only so far.
Good News
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He was and still is an amazing, creative, attentive, and trend-setting technician.
Reality Check - He was and still is an amazing, creative, attentive, and trend-setting technician, who delegated and trusted others to conduct routine administrative and billing tasks yet ignored adhering to a system and associated processes for accurate and accountable follow up.
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Initial Challenge(s)
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There were only so many dollars available for both this project, as well as the requirements associated with overall stability and growth; thus, services could only be retained for so long. A “crash course” in business, human development, and translating social intelligence into marketing return, was at the forefront in the hopes of actual efficacy.
Recurring Challenge(s)
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We persistently encountered “drafty windows” that sucked both actual and potential revenue from the business on a regular basis. These windows consisted of lazy or mismanaged personnel, poor billing and collection systems, and even worse revenue support processes – all had been a suppressed reality. The owner possessed an original fear for having to upend his entire business and revenue flow to simultaneously address and reconcile these facts; so, he merely operated in the best interests of his patients only hoping that the limiting factors would somehow resolve themselves.
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Plan of Attack
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Stabilize the patient-base and revenue flow. Introduce a community outreach and social responsibility platform that drove viable demographics as both new and recurring patient traffic. Assured ethical retention for courses of treatment, set strategic partnerships and affiliations and presented a more compelling story and message of his service value.
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Special Implementation & Execution Strategies
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We discovered some critical inconsistencies and soft spots in both his personal and professional human assets. Staffing was modified, and a competitive interview process was put in place as to identify the highest value hiring propositions within given budgetary constraints. Discernable accountability metrics we also suggested.
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Notable Outcome(s)
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The owner was coached and learned to develop systems and processes that better suited his particular operating environment, assured efficient daily operation, and promoted growth and sustainability. The owner undertook an aggressive path to retiring debt and remaining debt-free. The group now remains under a limited advisorship structure with us.
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Personal Note
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His business and administrative development was only trumped by the personal development that emerged, placing him squarely committed to the eventual success of the business as it pertained to his personal and humanitarian obligations. Not only is he one of the best PT’s on the planet in my opinion, but he is committed to setting new standards within the Physical Therapy space. I am immensely proud of the global development I witnessed on this project. Because of a newfound desire to become proactive and make things happen for his company; we have affectionately dubbed him “The Rainmaker”. Initially, he did not read my book We Are gods! stating, “Why do I need to read your book when I’m living my sustainable action plan live and in-person.” #humbled
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To utilize the highly recommended Haven Physical Therapy Services, visit www.havenpt.net