AI Isn’t Replacing PTs — It’s Replacing Inefficiency

WEBVTT

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You're listening to the PT Pinecast,

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where smart people in healthcare come to

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make noise.

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Here's your host, Jimmy McKay.

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All right, as always,

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want to say thanks to Empower EMR.

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If your clinic is stuck in an EMR

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that slows you down,

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you do realize that that's not,

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that's not...

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Death and tax is the only thing you've

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really got to count on.

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You can leave your EMR.

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You can do it.

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You're allowed.

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I checked.

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Empower gives you speed,

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clean workflows and features PTs actually

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asked for.

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It's almost as if they're in all the

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Facebook groups listening to your

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employees anonymously because now you can

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post on Facebook anonymously,

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complain about the stuff at their job.

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Here's the thing.

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You're allowed to fix that.

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Because they're asking for things like

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better notes.

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Yeah, if you've ever treated a patient,

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you're pissed off about that.

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You want better notes,

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faster documentation, smooth operations,

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all wrapped in customer support that

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doesn't ghost you.

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Because here's the thing,

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when something goes wrong, and it will,

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you just want someone to be able to

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fix it.

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Even if you don't fix it quick,

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I just want to know you are working

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on it.

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And that's what happens there.

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So upgrade your clinic's brain.

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This is the thing you're probably playing

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with more than your phone if you're

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working with Empower EMR.

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Find them online.

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They're walking through it nice and slow

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on what the future could look like at

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empoweremr.com.

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One more time for the people in the

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back, empoweremr.com.

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It's weird doing the live read while

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you're sitting here, Sharif.

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Yeah, I'm right here.

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It's great to hear it though.

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I'm like, yeah, let's do it.

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Hearing it live is fun.

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Three part series.

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We had you on before.

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So if you are listening to this,

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this is like Voltron.

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This is the second in three.

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All right.

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So don't skip the first part.

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Previously, we talked about,

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I think I titled the episode like the

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silent tax episode.

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on PT clinics.

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I wanted you to understand, you,

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the person listening,

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who's thinking of launching, launched,

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trying to grow, whatever.

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Your EMR could be costing you,

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and I'm not talking about what you have

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to pay to use it.

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It could be paying annoyance tax on your

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clinicians.

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That's not fair.

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It could be losing you time.

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And we know time equals money.

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You could be losing staff because of this

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decision or a non-decision.

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So that's part one.

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This is part two of three.

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And this one I wanted to focus on

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the big hairy...

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I won't even call it scary.

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I'll call it the big hairy question mark.

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Here it is.

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I'm sure you've never heard this phrase,

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right?

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AI and physical therapy.

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It's everywhere.

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Go to LinkedIn.

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You're going to trip over it everywhere.

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But I wanted to come to you because...

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You've been doing this for twenty one

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years.

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You've seen things come and go.

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I think in your last episode was a

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great thing.

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You started when EMRs were a covered

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wagon.

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You started when it was Oregon Trail.

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That was that was advanced.

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Oregon Trail was advanced.

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So you've seen things come and go.

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Things are cyclical.

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You can see the patterns.

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You can see the signal in the noise.

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So today, what's real?

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What's hype?

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What will actually change in your practice

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in the next three months, three years?

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Knowing that you don't have a crystal

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ball,

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but you do have a memory and you've

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seen the only way to predict or best

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try to predict the future is to understand

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the path.

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So when PT owners, first of all,

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When they hear AI in healthcare,

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what do you see them misunderstanding the

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most right now when you're doing deep

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dives with current or potential clinics

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coming on board with Empower?

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Yeah, no, it's good to be back.

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I would have to say,

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I think the goal is to keep you

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from dying from dysentery on the Oregon

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Trail.

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That was always like the thing, right?

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It's like you've died from dysentery and

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now it's like, so you've died from AI,

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from hearing too much about AI.

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You've been AI to death.

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uh because you know you're not just

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hearing about it on linkedin and pt but

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like everything on the news is about ai

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everything every product even products

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that make no sense have ai in them

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like you go to the grocery store and

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popcorn has ai in it doesn't make any

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sense how does this have ai in it

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and what can it do for me but

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it's just it's you there was a meme

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i saw on on um

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like a year ago and it was like

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CEOs adding AI to their product.

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And it was a guy making a sandwich

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and he just was just pouring sauce all

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over it.

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The sauce with the,

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and he just kept going and then he

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put it in a styrofoam container and then

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covered the styrofoam container in the

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sauce and then did this three more times.

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So it's overwhelming, I think.

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And so what's the number one thing I

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think to start, you know,

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you ask some tough questions like what's

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next in three months and three years.

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I think the number one thing right now

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is probably some of the claims are maybe

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a little bit beyond the reality of the

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actual technology itself.

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I mean, AI is incredible, right?

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It is.

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You can go and you can talk to

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it and ask it a question and it

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can synthesize an answer.

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It's really incredible.

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And then obviously there are all these

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other applications for it,

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like self-driving and things that are even

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pushing boundaries in one's mind.

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But that's counterbalanced by the fact

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that you may have even had your own

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experience with this as a listener.

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You signed up for something that said it

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was AI-laden, you got it,

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and it wasn't that great.

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Maybe it was like an extra frill or

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something like that,

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or there was a bunch of it.

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So I think there's a growing...

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The number one thing to know is there's

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a growing dichotomy between AI claims and

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AI reality.

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And I think that's especially true in PT

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right now.

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It's

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It's another technological wild,

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wild west where obviously everybody wants

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to go for the gold rush and claim

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their stake and say, okay,

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we can do this.

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We have AI.

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And then there are some meaningful

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implementations of it that are making real

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changes, positive changes.

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And there's others that are just a veneer.

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And sometimes they're not even really AI,

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you know, not to get technically detailed,

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but sometimes they're just like a riff on

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an older technology that kind of smells

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like AI.

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It's like using a, you know,

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I can't believe it's not butter instead of

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real butter.

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So it's not what you think.

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And, um,

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Here's the problem, though,

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is that these kind of faux things can

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cost you real money and real time.

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So that's where it becomes, you know,

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it's not just fun and games.

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It's real money.

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It's real time.

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It's real people.

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It's real patients.

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It's real systems.

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So you do need to get increasingly more

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judicious about some of this stuff and,

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like,

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what you believe and what you can hold

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in your hands and what you can use.

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what you actually think will make a

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difference in your practice versus just

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sounds really cool on a drive-by

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advertising marketing.

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Where is it legit?

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You mentioned, hey,

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it's pretty good at some things.

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So where is it legit?

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Where does the hype match the output?

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Yeah.

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Yeah, I mean, listen,

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I think the two best things right now

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that AI can do both broadly,

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but also specifically in our sort of neck

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of the woods is helping document and

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summarize and write or helping write.

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So that can come in a variety of

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forms like documentation is obviously

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number one in this world, but marketing,

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job descriptions, like creating content.

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The aisle was found,

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and maybe others did too,

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that starting a document was the hardest

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part.

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Remember when you'd open Word and you're

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just staring at that blank thing,

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and you know you're supposed to write

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something, and you're like,

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how do you even write?

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Then once you get going,

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it's not so bad.

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So that's really where AI can help, right?

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It's like, just give me a few inputs.

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Like, I need to write Jimmy a letter.

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I need to tell him he's great,

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and I don't know where to start.

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Can you write this?

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And same with documentation.

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I have a patient.

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Here's a little bit about the

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presentation.

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Help me.

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Or do an ambient record the thing and

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have it started.

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And then it's really good at summarizing

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information.

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So if you have a large volume of

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data and you need to like,

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just give me like ten things I can

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read about.

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And I have to laugh when it's like

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now it's summarizing chats with your

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friends.

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That seems a little ridiculous.

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Like just read your chats with your

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friends.

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That's five or six things.

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But if you have like a chart of

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notes for a patient and you kind of

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want to distill that down into like a

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little narrative about that patient is

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really good at that kind of stuff.

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It's not good at, you know,

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at like solving, you know,

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actual problems in some cases.

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I mean, I'm,

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I'm a patient at times as many of

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us are with different things.

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I don't really want, you know,

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chat GPT to be my clinician.

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Maybe it can help give some pointers and

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some tips and things like that.

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It's, it's not really good at like at,

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like really offloading a hundred percent

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of your practice too.

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I think that's like the biggest claim.

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Like, don't worry, AI will do it.

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It's like, AI will do what?

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And who's going to look over it and

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make sure that it doesn't embarrass you or

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do something stupid that doesn't make any

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sense or hallucinate and just plain flatly

00:08:30.862 --> 00:08:31.682
out be wrong,

00:08:31.762 --> 00:08:33.203
which is absolutely possible.

00:08:33.879 --> 00:08:36.182
You have to remember that AI is really

00:08:36.241 --> 00:08:38.283
just pattern recognition on steroids.

00:08:38.344 --> 00:08:40.125
So it's like it's learning what patterns

00:08:40.225 --> 00:08:40.385
are.

00:08:40.426 --> 00:08:42.869
It's the simple like one, three, five.

00:08:42.889 --> 00:08:43.769
What's the next number?

00:08:43.789 --> 00:08:44.711
And you're like, oh, that's easy.

00:08:44.750 --> 00:08:45.250
It's seven.

00:08:45.451 --> 00:08:46.451
That's what AI is,

00:08:46.491 --> 00:08:48.614
but on a grand scale.

00:08:49.907 --> 00:08:51.346
What I'm trying to get at here is,

00:08:51.846 --> 00:08:52.086
you know,

00:08:52.148 --> 00:08:53.707
anybody who says it's not changing the

00:08:53.748 --> 00:08:55.107
world and it's not that important is

00:08:55.148 --> 00:08:55.488
wrong.

00:08:55.648 --> 00:08:57.869
Everybody, anybody who says, you know, by,

00:08:58.269 --> 00:09:00.288
you know, June, you know,

00:09:00.328 --> 00:09:01.850
your food will be delivered by an AI

00:09:01.909 --> 00:09:03.370
robot and they'll be cleaning your house

00:09:03.409 --> 00:09:04.509
and all that's also wrong.

00:09:04.710 --> 00:09:05.710
And again,

00:09:05.750 --> 00:09:09.431
PT practices really have to be tight with,

00:09:09.571 --> 00:09:09.811
you know,

00:09:09.850 --> 00:09:11.032
what they want to do and what they

00:09:11.072 --> 00:09:12.272
want to spend on in order to be

00:09:12.312 --> 00:09:12.812
successful.

00:09:13.438 --> 00:09:14.220
Always and never,

00:09:14.259 --> 00:09:15.740
as we were taught in test taking, hey,

00:09:15.801 --> 00:09:16.782
beware of always and never.

00:09:16.802 --> 00:09:18.143
Beware of everything or nothing.

00:09:18.443 --> 00:09:19.884
It's probably somewhere in the middle.

00:09:19.924 --> 00:09:22.167
And because it's a PT podcast, of course,

00:09:22.206 --> 00:09:23.528
I'm going to say it depends.

00:09:24.408 --> 00:09:25.850
What are the parts of PT that you

00:09:25.909 --> 00:09:28.932
think should not be automated?

00:09:29.253 --> 00:09:30.654
What would you put in the black box

00:09:30.695 --> 00:09:31.855
and go, no, don't touch it.

00:09:31.956 --> 00:09:32.816
I don't want this.

00:09:33.437 --> 00:09:34.618
You should not automate this.

00:09:34.778 --> 00:09:35.339
Or sorry,

00:09:35.619 --> 00:09:36.720
I should not put AI in there.

00:09:37.589 --> 00:09:38.089
Yeah, well,

00:09:38.190 --> 00:09:40.110
I certainly think the clinical aspect

00:09:40.150 --> 00:09:41.631
needs a lot of, you know,

00:09:41.731 --> 00:09:42.712
thinking and time.

00:09:42.773 --> 00:09:44.735
I mean, you know, again, as a patient,

00:09:44.794 --> 00:09:47.115
as a human being, you know,

00:09:47.135 --> 00:09:48.758
there is value to somebody who's gone

00:09:48.778 --> 00:09:50.239
through extensive education, right,

00:09:50.278 --> 00:09:50.759
to learn,

00:09:50.798 --> 00:09:52.080
and they're actually putting their hands

00:09:52.120 --> 00:09:53.841
on you and understanding what's happening

00:09:53.881 --> 00:09:55.663
with you and that sort of thing.

00:09:55.682 --> 00:09:58.325
And again, I think that can be augmented,

00:09:58.365 --> 00:09:59.326
but that's something.

00:09:59.586 --> 00:10:01.548
The second one I would give urge caution

00:10:01.587 --> 00:10:01.888
with is,

00:10:02.653 --> 00:10:04.575
try so i wouldn't say there's something

00:10:04.615 --> 00:10:06.056
that at the moment i'm ready to say

00:10:06.115 --> 00:10:07.836
can never be touched by ai but there

00:10:07.876 --> 00:10:09.798
are some things that should be very end

00:10:09.859 --> 00:10:12.460
or very cautious and another one is your

00:10:12.500 --> 00:10:15.662
patient experience um i don't know if you

00:10:15.741 --> 00:10:19.104
enjoy talking to ai phone things or ai

00:10:19.144 --> 00:10:21.505
chat bots it's a mixed bag you know

00:10:21.546 --> 00:10:23.527
sometimes it's like you're like when you i

00:10:23.547 --> 00:10:25.607
would say though as again as a customer

00:10:25.628 --> 00:10:26.889
of things like when i have a good

00:10:26.928 --> 00:10:28.529
experience with one i'm kind of surprised

00:10:28.549 --> 00:10:29.951
i'm like actually that's pretty good you

00:10:29.971 --> 00:10:31.371
know like it actually did what i want

00:10:32.052 --> 00:10:33.153
Most of the time, though,

00:10:33.253 --> 00:10:34.754
I'm chatting with the damn thing because I

00:10:34.794 --> 00:10:36.336
already know I have an exception and

00:10:36.375 --> 00:10:37.856
that's why I need to talk to somebody.

00:10:38.298 --> 00:10:39.759
And so what you want to be careful

00:10:39.798 --> 00:10:41.399
with with your patient experience is over

00:10:41.500 --> 00:10:44.142
automating it to death and realizing that

00:10:44.162 --> 00:10:45.844
you're really upsetting your patients.

00:10:45.923 --> 00:10:49.206
You know, these are your customers.

00:10:49.226 --> 00:10:49.966
This is your money.

00:10:50.548 --> 00:10:52.889
And, you know, what will they do?

00:10:52.950 --> 00:10:54.350
Well, they could go to another practice.

00:10:54.370 --> 00:10:55.912
They could fall off their plan of care

00:10:55.951 --> 00:10:57.714
and kill off half your revenue stream from

00:10:57.754 --> 00:10:58.274
that patient.

00:10:58.595 --> 00:10:59.956
They can exercise their

00:11:01.158 --> 00:11:01.958
kind of power.

00:11:02.038 --> 00:11:04.080
So I see a lot out there about,

00:11:04.179 --> 00:11:05.259
you know, the phones will be gone,

00:11:05.279 --> 00:11:06.679
the front desk will be fully gone,

00:11:06.899 --> 00:11:08.059
nobody cares, you know,

00:11:08.080 --> 00:11:10.120
the AI bot will do everything and collect

00:11:10.140 --> 00:11:13.140
the money and, you know, caution,

00:11:13.500 --> 00:11:15.261
you know, radar goes up and just says,

00:11:15.642 --> 00:11:17.241
there are absolutely opportunities to make

00:11:17.282 --> 00:11:18.942
that stuff better and more streamlined and

00:11:18.961 --> 00:11:19.922
get rid of the scut work.

00:11:20.581 --> 00:11:22.802
There are some things that need, you know,

00:11:23.283 --> 00:11:24.903
and you're in healthcare, you're not in,

00:11:25.222 --> 00:11:27.283
you're not Amazon delivering widgets.

00:11:27.303 --> 00:11:29.004
So you need to have some human

00:11:29.884 --> 00:11:30.865
compassion, I think,

00:11:30.904 --> 00:11:33.405
and empathy to mix in with that tech

00:11:33.426 --> 00:11:33.765
stack.

00:11:33.865 --> 00:11:34.527
And actually,

00:11:34.567 --> 00:11:35.726
if you do a good job with it,

00:11:35.767 --> 00:11:37.488
I think you can amplify some of those

00:11:37.508 --> 00:11:39.389
good things rather than thinking about it

00:11:39.408 --> 00:11:40.870
as a way to get rid of those

00:11:40.909 --> 00:11:42.291
things or get rid of those costs.

00:11:44.357 --> 00:11:46.239
You get to define the next terms for

00:11:46.259 --> 00:11:46.879
the next question.

00:11:47.219 --> 00:11:49.539
Small versus large clinics,

00:11:49.559 --> 00:11:52.019
because you work with both, right?

00:11:52.039 --> 00:11:54.020
You work with a range of who works

00:11:54.061 --> 00:11:54.321
with.

00:11:54.961 --> 00:11:57.081
So how do you think AI and automation

00:11:57.162 --> 00:12:00.602
change the economics of small clinics and

00:12:00.702 --> 00:12:03.024
versus medium or large like there are

00:12:03.063 --> 00:12:05.184
different problems if you are doing less

00:12:05.205 --> 00:12:06.544
than a million dollars a year versus

00:12:06.686 --> 00:12:08.025
twenty million dollars a year and i know

00:12:08.046 --> 00:12:09.366
people are like it's more complicated i go

00:12:09.787 --> 00:12:12.148
yes you have you're either you're you're

00:12:12.227 --> 00:12:13.467
on the up ramp you're just in different

00:12:13.508 --> 00:12:16.009
parts of a life cycle so which means

00:12:16.190 --> 00:12:18.110
economics or the things that are important

00:12:18.210 --> 00:12:20.892
or hard are different for these practices

00:12:21.292 --> 00:12:23.513
so how do you think ai and automation

00:12:23.592 --> 00:12:25.634
actually change the economics of small

00:12:25.673 --> 00:12:28.914
versus large over the next couple of years

00:12:29.894 --> 00:12:31.398
Yeah, more money, more problems,

00:12:31.457 --> 00:12:33.402
I think is the good old adage there

00:12:33.422 --> 00:12:33.841
for sure.

00:12:34.302 --> 00:12:35.164
You know, oddly enough,

00:12:35.466 --> 00:12:36.988
I would say in a lot of ways

00:12:37.028 --> 00:12:39.393
that the problems aren't that different

00:12:39.833 --> 00:12:41.616
between smaller practices and larger,

00:12:41.657 --> 00:12:42.558
just in the sense that

00:12:43.235 --> 00:12:45.076
often they're confronting the same issues

00:12:45.136 --> 00:12:47.337
it's the scale um obviously that matters

00:12:47.378 --> 00:12:49.399
so like a small practice would say you

00:12:49.419 --> 00:12:51.140
know cancels and no shows are a challenge

00:12:51.181 --> 00:12:52.782
for us and a large practice might also

00:12:52.802 --> 00:12:54.384
say cancels and no shows are a challenge

00:12:54.403 --> 00:12:56.365
for us but the large practice needs to

00:12:56.445 --> 00:12:59.307
solve for a thousand cancellations a month

00:12:59.427 --> 00:13:01.149
out of you know ten thousand visits and

00:13:01.168 --> 00:13:03.509
the little one needs to solve for fifty

00:13:03.610 --> 00:13:05.211
out of you know out of a thousand

00:13:05.251 --> 00:13:06.633
over the course of a month something like

00:13:06.673 --> 00:13:06.873
that

00:13:07.352 --> 00:13:09.495
And so how has it changed the economics?

00:13:09.514 --> 00:13:10.934
I mean, for sure,

00:13:11.735 --> 00:13:14.057
practice that is really effectively using

00:13:14.118 --> 00:13:16.958
technology can definitely hit,

00:13:17.078 --> 00:13:18.320
punch a little bit out of its weight

00:13:18.340 --> 00:13:18.720
class.

00:13:18.740 --> 00:13:21.182
It can sort of emulate a larger practice

00:13:21.221 --> 00:13:22.383
with less resources.

00:13:22.863 --> 00:13:23.964
So that's kind of interesting.

00:13:24.663 --> 00:13:26.184
But the flip side to that is that

00:13:26.325 --> 00:13:28.125
any size practice that's doing a poor

00:13:28.145 --> 00:13:30.187
implementation or poor job of actually

00:13:30.226 --> 00:13:31.668
using the tools could actually be spending

00:13:31.748 --> 00:13:33.408
more money and possibly even be less

00:13:33.448 --> 00:13:35.669
efficient just because they're not doing a

00:13:35.710 --> 00:13:37.510
good job with the actual tools they have.

00:13:38.532 --> 00:13:41.614
You can see evidence of that at times

00:13:41.653 --> 00:13:43.094
where they're trying to stretch too much

00:13:43.114 --> 00:13:43.855
and do too much,

00:13:43.914 --> 00:13:45.796
and then the outcome is actually lower

00:13:45.875 --> 00:13:47.116
output, more burnout,

00:13:47.197 --> 00:13:48.657
like just everybody's frazzled,

00:13:48.736 --> 00:13:49.677
and then it starts showing up.

00:13:50.409 --> 00:13:52.691
in satisfaction, employee, patient,

00:13:52.971 --> 00:13:55.052
in money, and those sorts of things.

00:13:55.072 --> 00:13:57.413
So I do think there's some similarities.

00:13:57.533 --> 00:13:59.754
I do think, you know,

00:14:00.114 --> 00:14:02.956
any practice can sort of make itself,

00:14:03.395 --> 00:14:03.875
bulk it up,

00:14:04.176 --> 00:14:05.736
bulk itself up a little bit with the

00:14:05.756 --> 00:14:08.077
right technology and with the right

00:14:08.138 --> 00:14:09.378
utilization.

00:14:10.078 --> 00:14:12.940
I don't think, you know,

00:14:14.712 --> 00:14:17.154
Yeah, it's a very interesting question.

00:14:17.995 --> 00:14:19.777
It just plays into some much larger themes

00:14:19.797 --> 00:14:21.018
that are kind of floating around my head,

00:14:21.057 --> 00:14:21.918
but I don't want to go too far

00:14:21.938 --> 00:14:22.198
afield.

00:14:22.239 --> 00:14:24.581
But more money is flowing into the PT

00:14:24.620 --> 00:14:25.081
space,

00:14:25.241 --> 00:14:28.424
exits and conglomeration is all a

00:14:28.485 --> 00:14:30.025
conversation that, again,

00:14:30.066 --> 00:14:31.386
being in the space for a long time

00:14:31.427 --> 00:14:33.129
wasn't a reality a few years ago,

00:14:33.149 --> 00:14:35.129
but certainly has entered in a large way

00:14:35.149 --> 00:14:37.272
if you go to any large scale PT

00:14:37.312 --> 00:14:37.692
events.

00:14:38.493 --> 00:14:39.854
i don't know you could walk around with

00:14:39.874 --> 00:14:41.153
your ai and it can count how many

00:14:41.214 --> 00:14:42.815
times people say multiple what's the

00:14:42.855 --> 00:14:44.034
multiple what are we getting for a

00:14:44.075 --> 00:14:45.895
multiple that's like a super cool word and

00:14:45.956 --> 00:14:48.336
it you know it's so it's it's uh

00:14:48.397 --> 00:14:51.437
changed a lot and um so i think

00:14:51.557 --> 00:14:53.359
that that's the bottom line is you can

00:14:53.418 --> 00:14:56.399
punch higher than your class but only with

00:14:56.419 --> 00:14:58.360
a good only with a positive quality

00:14:58.400 --> 00:14:59.841
implementation of the tools

00:15:00.580 --> 00:15:02.139
Right now, who benefits the most?

00:15:02.360 --> 00:15:05.601
Who gets the most juice versus squeeze

00:15:05.881 --> 00:15:07.822
from adopting automation early?

00:15:07.902 --> 00:15:09.962
Is it struggling clinics, growing clinics,

00:15:10.062 --> 00:15:11.043
high-performing ones?

00:15:11.623 --> 00:15:13.783
Is it they all benefit differently?

00:15:13.964 --> 00:15:15.225
But who is like, hey, listen,

00:15:15.725 --> 00:15:19.285
automation can help this group the most at

00:15:19.686 --> 00:15:19.806
what?

00:15:21.111 --> 00:15:21.712
Yeah,

00:15:21.732 --> 00:15:24.134
I guess my off-the-cuff answer is it's the

00:15:24.195 --> 00:15:26.017
middle of the bell curve that can most

00:15:26.518 --> 00:15:27.359
improve from this.

00:15:27.399 --> 00:15:29.520
The struggling ones, unfortunately,

00:15:29.561 --> 00:15:31.663
sometimes their struggles are not related

00:15:31.702 --> 00:15:32.543
to technology.

00:15:32.583 --> 00:15:34.125
It's a patient pipeline problem.

00:15:34.145 --> 00:15:35.187
It's a payer problem.

00:15:36.467 --> 00:15:39.371
out of whack balance between admin staff

00:15:39.392 --> 00:15:40.032
and providers.

00:15:40.072 --> 00:15:42.315
Like something is structurally going on is

00:15:42.394 --> 00:15:43.235
often what I see.

00:15:43.296 --> 00:15:45.818
And I really feel bad when I see

00:15:45.839 --> 00:15:47.341
those clinics because they will often

00:15:47.581 --> 00:15:48.923
start attributing it to other things.

00:15:48.942 --> 00:15:50.024
They bring in a new system,

00:15:50.144 --> 00:15:51.625
their problems are the same or worse,

00:15:51.645 --> 00:15:52.847
and they don't understand why

00:15:53.467 --> 00:15:54.568
And it's because there's whatever

00:15:54.609 --> 00:15:55.970
structural issue they have.

00:15:56.971 --> 00:15:57.211
You know,

00:15:57.292 --> 00:15:59.354
we have one PT who works part time

00:15:59.394 --> 00:16:00.995
in a PTA and we don't understand why

00:16:01.054 --> 00:16:02.216
we're not making any hay.

00:16:02.736 --> 00:16:03.837
I mean, I can tell you why.

00:16:03.898 --> 00:16:05.558
There's no EMR you can buy that's going

00:16:05.578 --> 00:16:07.961
to change your dynamic or your economics

00:16:08.001 --> 00:16:08.282
on that.

00:16:09.099 --> 00:16:10.139
The high-end clinics,

00:16:11.299 --> 00:16:13.039
they're usually more dialed in,

00:16:13.100 --> 00:16:13.659
not always,

00:16:13.700 --> 00:16:15.081
sometimes they just have had awesome

00:16:15.120 --> 00:16:16.441
organic growth and they're just the

00:16:16.500 --> 00:16:18.241
benefactors of luck and they really

00:16:18.261 --> 00:16:19.282
haven't dialed things in,

00:16:19.322 --> 00:16:21.542
but many of them have dialed things in

00:16:21.581 --> 00:16:24.202
and their benefit primarily would be

00:16:24.883 --> 00:16:26.583
reduction or redirection of staff.

00:16:26.644 --> 00:16:27.384
So reduction,

00:16:27.423 --> 00:16:29.024
like literally they can offload things and

00:16:29.063 --> 00:16:31.125
have less people or redirection,

00:16:31.404 --> 00:16:33.405
we can offload tasks and have Jimmy work

00:16:33.466 --> 00:16:35.306
on something more profitable or some

00:16:35.365 --> 00:16:37.086
marketing effort we didn't previously

00:16:37.126 --> 00:16:37.307
have.

00:16:37.326 --> 00:16:38.086
And that can help them

00:16:38.726 --> 00:16:40.868
improved by ten percent let's say but the

00:16:40.947 --> 00:16:43.229
middle one the one that's like not failing

00:16:43.389 --> 00:16:44.769
and not blowing it out of the water

00:16:45.288 --> 00:16:46.929
uh really has a lot to gain by

00:16:46.970 --> 00:16:48.669
saying like you know what like if if

00:16:48.730 --> 00:16:51.211
we could see another five patients per

00:16:51.270 --> 00:16:54.091
week if we could um attract you know

00:16:54.152 --> 00:16:55.712
a little bit more if if we could

00:16:55.812 --> 00:16:58.114
automate a few things and you know we

00:16:58.134 --> 00:16:59.573
can keep our front desk but they want

00:16:59.594 --> 00:17:01.215
to only work a half day on friday

00:17:01.294 --> 00:17:02.615
and and we get to keep a trusted

00:17:02.634 --> 00:17:04.375
employee but we kind of give a little

00:17:04.415 --> 00:17:04.855
get a little

00:17:05.476 --> 00:17:08.719
They have a lot to gain from implementing

00:17:08.818 --> 00:17:10.740
AI, from implementing technology, again,

00:17:10.780 --> 00:17:12.082
meaningfully and measurably,

00:17:12.843 --> 00:17:14.703
because then they can go from being in

00:17:14.723 --> 00:17:15.184
the middle.

00:17:15.585 --> 00:17:17.467
They can avoid falling into that

00:17:17.507 --> 00:17:18.347
struggling category,

00:17:18.508 --> 00:17:20.148
or they can actually push into the lower

00:17:20.229 --> 00:17:21.851
end of that sort of high performing

00:17:22.230 --> 00:17:23.612
practice or beyond, you know,

00:17:23.731 --> 00:17:24.553
over a period of time.

00:17:25.239 --> 00:17:26.338
All right.

00:17:26.378 --> 00:17:27.740
You've been around since it was.

00:17:27.859 --> 00:17:29.319
Did I surprise you with that answer?

00:17:29.339 --> 00:17:30.380
Or is that what you expected?

00:17:30.500 --> 00:17:30.720
Okay.

00:17:30.819 --> 00:17:31.099
Yeah.

00:17:31.119 --> 00:17:31.881
I don't know.

00:17:32.260 --> 00:17:33.601
I think people are always thinking like,

00:17:33.621 --> 00:17:35.500
aha, the high-end clinics are always,

00:17:35.540 --> 00:17:37.061
you know, the ones, the high performing,

00:17:37.102 --> 00:17:38.261
are they going to crush it with

00:17:38.301 --> 00:17:38.942
technology?

00:17:39.001 --> 00:17:40.623
And, you know, they certainly are leading.

00:17:41.222 --> 00:17:42.542
They are on the front end of the

00:17:42.563 --> 00:17:44.824
adoption curve, but for different reasons,

00:17:44.923 --> 00:17:45.763
I think at times.

00:17:46.231 --> 00:17:46.632
Sure.

00:17:46.711 --> 00:17:47.853
I mean, listen, like, look at it,

00:17:48.373 --> 00:17:48.532
you know,

00:17:48.553 --> 00:17:49.853
and it doesn't always work when you make

00:17:49.873 --> 00:17:50.393
a parallel.

00:17:50.432 --> 00:17:52.894
But if you got a boat that's sinking,

00:17:53.134 --> 00:17:54.474
a boat that's doing all right,

00:17:54.515 --> 00:17:55.634
and a boat that is, you know,

00:17:55.654 --> 00:17:57.174
like one of those crew boats in the

00:17:57.214 --> 00:17:57.775
Olympics,

00:17:58.536 --> 00:18:01.936
you might improve that Olympic crew rowing

00:18:02.076 --> 00:18:03.997
skull one percent.

00:18:04.057 --> 00:18:05.198
And then that's the difference between

00:18:05.238 --> 00:18:05.778
gold or not.

00:18:07.385 --> 00:18:10.128
you're going to need a bilge pump and

00:18:10.148 --> 00:18:11.750
a giant patch to get the one who's

00:18:11.830 --> 00:18:12.711
already mid-sinking.

00:18:13.893 --> 00:18:15.413
New paint job ain't going to fix it,

00:18:15.473 --> 00:18:15.673
right?

00:18:15.713 --> 00:18:18.217
But the middle, you might see the best...

00:18:19.713 --> 00:18:21.875
roi the biggest change because like you're

00:18:21.915 --> 00:18:23.837
not sinking we can we can work on

00:18:23.897 --> 00:18:25.920
higher level problems we're not in as my

00:18:25.960 --> 00:18:27.401
dad a firefighter would say what's the

00:18:27.441 --> 00:18:29.002
worst thing to do in a panic situation

00:18:29.042 --> 00:18:31.625
and the answer was panic don't do that

00:18:31.904 --> 00:18:32.925
and the second worst thing to do in

00:18:32.945 --> 00:18:35.628
a panic situation is nothing right so we

00:18:35.648 --> 00:18:37.210
should be doing something we want to go

00:18:37.309 --> 00:18:40.212
faster look around is it scrape barnacles

00:18:40.333 --> 00:18:41.314
is it a paint job is it a

00:18:41.354 --> 00:18:43.214
bigger motor pick one of those things and

00:18:43.256 --> 00:18:44.757
run with it you'll see a big a

00:18:44.817 --> 00:18:45.837
bigger roi there

00:18:46.731 --> 00:18:47.334
A hundred percent.

00:18:47.595 --> 00:18:47.855
Yeah.

00:18:48.096 --> 00:18:48.377
All right.

00:18:48.659 --> 00:18:48.819
Yep.

00:18:48.960 --> 00:18:50.104
So I'll make you look in the future.

00:18:50.858 --> 00:18:51.078
Okay.

00:18:51.098 --> 00:18:51.939
Three-year vision.

00:18:52.038 --> 00:18:52.618
We always want,

00:18:53.000 --> 00:18:54.180
I feel like I always ask you unfair

00:18:54.220 --> 00:18:54.759
questions like,

00:18:55.279 --> 00:18:56.420
I need you to look in the future,

00:18:56.760 --> 00:18:57.000
right?

00:18:57.461 --> 00:18:59.101
But if we're sitting here three years from

00:18:59.161 --> 00:18:59.421
now,

00:18:59.820 --> 00:19:03.182
what will the best run PT clinics have

00:19:03.221 --> 00:19:05.143
been doing in twenty twenty six if they're

00:19:05.163 --> 00:19:07.123
doing well in twenty twenty nine,

00:19:07.222 --> 00:19:08.683
which feels like a fake number.

00:19:08.743 --> 00:19:10.723
Twenty twenty twenty six feels like a fake

00:19:10.763 --> 00:19:11.624
year from a movie.

00:19:11.864 --> 00:19:12.785
But what will they have been doing

00:19:12.904 --> 00:19:14.625
operationally different in twenty twenty

00:19:14.724 --> 00:19:17.346
six so that they are high performing in

00:19:17.385 --> 00:19:18.046
twenty twenty nine?

00:19:19.300 --> 00:19:19.540
Yeah,

00:19:19.681 --> 00:19:22.605
I think that the very first answer I

00:19:22.625 --> 00:19:24.967
have to give is they'll be focusing in

00:19:25.027 --> 00:19:25.867
twenty twenty six.

00:19:25.928 --> 00:19:26.568
So, you know,

00:19:26.628 --> 00:19:29.332
cutting through a whole bunch of nonsense,

00:19:29.471 --> 00:19:31.233
determining what are their profitability

00:19:31.273 --> 00:19:33.396
factors and then drawing back from that

00:19:33.517 --> 00:19:35.219
what operational things need to change in

00:19:35.259 --> 00:19:35.839
order to do that.

00:19:36.698 --> 00:19:36.877
Yeah.

00:19:36.958 --> 00:19:37.458
I mean, listen,

00:19:37.498 --> 00:19:39.638
if we took a hundred practices from all

00:19:39.679 --> 00:19:40.539
fifty different states,

00:19:40.579 --> 00:19:42.621
there'd be some absolutely common threads

00:19:43.141 --> 00:19:43.681
between them.

00:19:43.721 --> 00:19:44.961
You know, we need more patients.

00:19:45.001 --> 00:19:45.882
We need higher.

00:19:45.981 --> 00:19:47.222
We need to get rid of some payers

00:19:47.262 --> 00:19:48.063
that are low paying.

00:19:48.103 --> 00:19:49.064
I mean, all the stuff you go,

00:19:49.104 --> 00:19:50.605
you hear about at the conferences and you

00:19:50.625 --> 00:19:52.826
hear speakers talk about ad nauseum.

00:19:53.566 --> 00:19:55.787
So, you know, in twenty twenty six, like

00:19:56.846 --> 00:19:58.328
I don't know, as a tech person,

00:19:58.348 --> 00:19:58.929
you might think, well,

00:19:59.490 --> 00:20:00.790
you should say something like do an

00:20:00.871 --> 00:20:02.432
automated wait list or something like

00:20:02.472 --> 00:20:02.712
that.

00:20:03.053 --> 00:20:04.734
But the automated wait list is that's,

00:20:04.894 --> 00:20:06.616
that's the, um, you know,

00:20:06.636 --> 00:20:08.357
it's like the symptom versus the disease

00:20:08.377 --> 00:20:09.278
kind of analogy.

00:20:09.318 --> 00:20:09.819
Like, you know,

00:20:09.839 --> 00:20:11.260
we need to understand what it is we're

00:20:11.280 --> 00:20:11.901
trying to do.

00:20:12.281 --> 00:20:14.084
And then we can back into how to

00:20:14.124 --> 00:20:15.585
get there and hopefully not with

00:20:15.605 --> 00:20:16.105
band-aids,

00:20:16.125 --> 00:20:17.906
but with actual meaningful operational

00:20:17.946 --> 00:20:18.448
changes.

00:20:19.107 --> 00:20:19.628
And, um,

00:20:20.555 --> 00:20:21.576
So they'll be focusing,

00:20:21.875 --> 00:20:23.596
they will be implementing new things.

00:20:23.616 --> 00:20:24.757
There's no question about that,

00:20:24.777 --> 00:20:26.397
but they will be implementing them in a

00:20:26.478 --> 00:20:27.239
measured way.

00:20:27.358 --> 00:20:27.638
So,

00:20:28.098 --> 00:20:29.920
twenty twenty six might be the year you

00:20:29.960 --> 00:20:31.480
pick three or four initiatives that are

00:20:31.520 --> 00:20:32.721
sort of tech based and you're like,

00:20:32.801 --> 00:20:33.221
all right, yeah,

00:20:33.261 --> 00:20:34.942
this is the year we're going to implement

00:20:35.022 --> 00:20:35.682
online booking.

00:20:35.702 --> 00:20:36.943
We're going to do an automated wait list.

00:20:37.344 --> 00:20:40.226
We're going to jump into AI documentation.

00:20:40.506 --> 00:20:41.705
And those are our three things.

00:20:41.926 --> 00:20:43.487
And that's like one per quarter or

00:20:43.527 --> 00:20:45.107
something or two per quarter or something

00:20:45.127 --> 00:20:45.909
that's manageable.

00:20:46.489 --> 00:20:47.730
And it spans the teams.

00:20:47.789 --> 00:20:49.111
So like you'll have one that's for your

00:20:49.151 --> 00:20:50.912
clinical team, kind of a tech goal,

00:20:51.011 --> 00:20:53.032
one for your scheduling front desk

00:20:53.093 --> 00:20:54.512
operations team, billing team,

00:20:54.574 --> 00:20:55.433
all those sorts of things.

00:20:56.233 --> 00:21:00.356
And your goal is not going to be

00:21:00.416 --> 00:21:03.878
to change UnitedHealthcare's payment fee

00:21:03.919 --> 00:21:06.240
schedule, at least not by itself, I think.

00:21:06.923 --> 00:21:08.784
everybody wants that you know like and

00:21:08.824 --> 00:21:10.845
vendors harp on that constantly because

00:21:10.865 --> 00:21:11.984
they think that's a way for them to

00:21:12.005 --> 00:21:13.246
get paid more it's like oh if we

00:21:13.266 --> 00:21:14.705
can convince you that you can convince

00:21:14.865 --> 00:21:16.267
united to pay you more than you could

00:21:16.307 --> 00:21:17.586
pay us more too and everybody will be

00:21:17.626 --> 00:21:20.127
happy it's a good goal there are advocacy

00:21:20.167 --> 00:21:21.469
groups that do that but that's not a

00:21:21.489 --> 00:21:23.430
business strategy that that's like a long

00:21:23.490 --> 00:21:26.711
range uh kind of thing so get focused

00:21:27.583 --> 00:21:29.384
Be reasonable, implement,

00:21:29.884 --> 00:21:31.044
actually do the damn thing,

00:21:31.284 --> 00:21:32.505
and then come out at the end and

00:21:32.525 --> 00:21:34.644
then say, okay, let's do this.

00:21:35.144 --> 00:21:35.586
And for AI,

00:21:35.766 --> 00:21:36.786
I know I've harped on this,

00:21:36.826 --> 00:21:38.807
but it does mean being very judicious.

00:21:39.027 --> 00:21:40.926
The decisions may be to pass on something

00:21:40.946 --> 00:21:43.567
or it's just too nascent.

00:21:43.607 --> 00:21:44.647
It's just not there yet.

00:21:44.688 --> 00:21:46.489
It's not worth your time to implement it

00:21:46.528 --> 00:21:47.169
or the cost.

00:21:47.628 --> 00:21:49.329
That's the other crazy thing about AI is

00:21:49.690 --> 00:21:51.250
a lot of these, I think,

00:21:51.329 --> 00:21:53.010
nascent things are very expensive.

00:21:53.612 --> 00:21:55.554
And so it's kind of like when we

00:21:55.574 --> 00:21:56.756
think about EMR, I mean,

00:21:57.297 --> 00:22:00.019
what is a reasonable spend for an EMR

00:22:00.300 --> 00:22:01.982
per provider per month?

00:22:02.103 --> 00:22:02.584
I mean,

00:22:02.604 --> 00:22:04.886
that's a question that we think we have

00:22:04.906 --> 00:22:06.328
an answer because obviously we're selling

00:22:06.368 --> 00:22:06.450
it.

00:22:06.490 --> 00:22:08.211
So we have to have product market fit,

00:22:08.613 --> 00:22:08.813
but

00:22:09.550 --> 00:22:11.313
there are very wide ranging answers

00:22:11.353 --> 00:22:12.053
amongst vendors.

00:22:12.073 --> 00:22:12.574
I mean,

00:22:12.614 --> 00:22:14.815
some people think it can be exponential.

00:22:15.155 --> 00:22:17.017
I'm not of that mind personally,

00:22:17.076 --> 00:22:18.759
but I think it needs to be and

00:22:18.798 --> 00:22:20.039
continue to stay reasonable.

00:22:20.099 --> 00:22:22.882
So you cannot triple your EMR spend this

00:22:22.902 --> 00:22:24.983
year per provider and think that that's

00:22:25.023 --> 00:22:26.125
going to like go well for you.

00:22:26.244 --> 00:22:27.246
You just can't do that.

00:22:27.385 --> 00:22:29.147
So that is something to be mindful of,

00:22:29.627 --> 00:22:31.650
especially if you make that spend and then

00:22:31.670 --> 00:22:33.671
you don't get any real meaningful benefit

00:22:33.691 --> 00:22:34.011
out of it.

00:22:34.590 --> 00:22:35.632
Yeah.

00:22:35.672 --> 00:22:36.872
I've talked about this before,

00:22:37.413 --> 00:22:38.432
and I feel like we haven't talked about

00:22:38.452 --> 00:22:38.833
it in a while.

00:22:38.853 --> 00:22:40.253
This is specific to you guys.

00:22:40.614 --> 00:22:42.955
You meet people who are nodding along with

00:22:43.076 --> 00:22:44.737
us on this episode or previous,

00:22:45.356 --> 00:22:45.997
and they go, all right,

00:22:46.017 --> 00:22:47.238
I'll take one step closer.

00:22:47.939 --> 00:22:50.039
When someone comes to you or another EMR,

00:22:50.319 --> 00:22:52.181
how do you walk them through like

00:22:53.088 --> 00:22:55.569
what the future looks like do you let

00:22:55.650 --> 00:22:58.152
them lead the conversation do you say do

00:22:58.172 --> 00:22:59.853
you just do you essentially just feature

00:23:00.252 --> 00:23:02.314
click through on a screen or like what's

00:23:02.354 --> 00:23:03.494
the best way because a lot of times

00:23:03.515 --> 00:23:04.515
they're like i know i need something

00:23:04.555 --> 00:23:06.797
different what do you need i don't know

00:23:06.997 --> 00:23:08.617
like so what's the best way for someone

00:23:08.657 --> 00:23:10.137
to do a sort of a self-assessment to

00:23:10.178 --> 00:23:11.959
go okay before i just go and book

00:23:11.999 --> 00:23:14.740
all these calls with these emr people what

00:23:14.780 --> 00:23:16.541
should i ask myself or be prepared because

00:23:16.561 --> 00:23:17.863
you could waste a whole hour and get

00:23:17.903 --> 00:23:18.403
no answers

00:23:19.528 --> 00:23:20.087
Absolutely.

00:23:21.548 --> 00:23:24.410
I always think tech starts with business.

00:23:24.450 --> 00:23:26.309
So you need the first introspective

00:23:26.349 --> 00:23:27.931
question is what is happening with my

00:23:27.990 --> 00:23:28.451
practice?

00:23:28.490 --> 00:23:29.971
What is happening with my business?

00:23:31.192 --> 00:23:31.432
You know,

00:23:31.451 --> 00:23:33.212
it could be that you're just annoyed with

00:23:33.232 --> 00:23:34.673
your current system because literally

00:23:34.692 --> 00:23:36.153
there are a few hangups that are driving

00:23:36.173 --> 00:23:37.974
you nuts and that's just how it is.

00:23:38.515 --> 00:23:40.375
But most of the time, I think,

00:23:41.016 --> 00:23:41.576
you know,

00:23:41.655 --> 00:23:44.196
these changes are precipitated by a

00:23:44.297 --> 00:23:46.538
business, some kind of business case,

00:23:47.038 --> 00:23:47.218
like

00:23:48.521 --> 00:23:51.143
profit, revenue, patient acquisition,

00:23:51.943 --> 00:23:52.864
staff burnout,

00:23:52.903 --> 00:23:54.285
the usual ones that you hear.

00:23:54.986 --> 00:23:56.787
And there's a goal or, and then there's,

00:23:56.807 --> 00:23:58.346
there needs to be, you know,

00:23:58.507 --> 00:24:00.028
let's use the good old analogy of the

00:24:00.067 --> 00:24:00.449
patient.

00:24:00.509 --> 00:24:01.808
You know, the practice is the patient.

00:24:01.828 --> 00:24:02.970
We need to figure out what the issue

00:24:03.069 --> 00:24:03.250
is.

00:24:03.670 --> 00:24:05.070
Then we need to go through a diagnosis

00:24:05.111 --> 00:24:05.750
phase where we're like,

00:24:05.830 --> 00:24:06.971
why is this happening?

00:24:07.211 --> 00:24:07.551
You know,

00:24:07.752 --> 00:24:09.574
and really being reasonable about what

00:24:09.594 --> 00:24:11.294
your expectations are and why you're

00:24:11.314 --> 00:24:12.075
making a change.

00:24:12.575 --> 00:24:13.175
And by the way,

00:24:13.215 --> 00:24:14.777
you need to be able to articulate to

00:24:14.817 --> 00:24:16.258
your staff while you're making the change.

00:24:16.278 --> 00:24:17.700
So if you cannot articulate it to your

00:24:17.740 --> 00:24:18.059
staff,

00:24:18.099 --> 00:24:19.441
you will not be able to articulate it

00:24:19.461 --> 00:24:20.021
to a vendor.

00:24:20.162 --> 00:24:20.382
You know,

00:24:20.682 --> 00:24:23.044
we are switching EMRs because I don't

00:24:23.064 --> 00:24:24.204
know, because we just are.

00:24:24.224 --> 00:24:26.247
I'm like, OK, well, that's you know,

00:24:26.267 --> 00:24:26.988
that's interesting.

00:24:27.048 --> 00:24:28.368
Like that could it could go great.

00:24:28.489 --> 00:24:29.670
It could could not go great.

00:24:29.710 --> 00:24:31.432
I suppose if you have no expectations.

00:24:31.912 --> 00:24:34.353
you know it could just it you know

00:24:34.393 --> 00:24:36.534
so what is the answer to that question

00:24:36.594 --> 00:24:38.233
and and a lot of times yeah it's

00:24:38.753 --> 00:24:40.934
very basic stuff like cost for my current

00:24:40.954 --> 00:24:42.875
emr is grown out of control or reliability

00:24:42.895 --> 00:24:44.455
is an issue or support sucks you know

00:24:44.476 --> 00:24:46.717
all those different things come up but

00:24:46.797 --> 00:24:48.617
oftentimes it should be it really needs to

00:24:48.637 --> 00:24:51.019
be accompanied by the business case behind

00:24:51.098 --> 00:24:53.138
why and then you can articulate to staff

00:24:53.159 --> 00:24:55.359
then to the vendor and then they can

00:24:55.400 --> 00:24:56.701
make the case for why they can solve

00:24:56.740 --> 00:24:57.621
those problems for you

00:24:58.500 --> 00:25:02.605
I like what you actually say and do,

00:25:02.965 --> 00:25:04.387
say on your website, which is,

00:25:05.148 --> 00:25:06.951
thirty minutes, no pressure,

00:25:07.991 --> 00:25:08.573
friendly people.

00:25:08.952 --> 00:25:10.174
Like when you go to book a call,

00:25:11.009 --> 00:25:12.811
Because from a marketing guy, of course,

00:25:12.832 --> 00:25:14.133
I'm going to look through the same lens.

00:25:14.153 --> 00:25:15.413
You're a tech guy, EMR guy.

00:25:15.834 --> 00:25:16.433
I look at it as like,

00:25:17.055 --> 00:25:18.115
what do I have to give?

00:25:18.895 --> 00:25:19.656
Thirty minutes.

00:25:20.057 --> 00:25:21.018
That's pretty reasonable.

00:25:21.838 --> 00:25:23.900
Is this, hey, come to Boca.

00:25:24.780 --> 00:25:26.001
Go to a timeshare and we'll give you

00:25:26.021 --> 00:25:26.481
free golf.

00:25:26.542 --> 00:25:27.363
Is there strings?

00:25:27.383 --> 00:25:28.523
And you're like, no pressure.

00:25:29.525 --> 00:25:30.506
And then finally, it's like,

00:25:30.846 --> 00:25:32.186
is this going to be sort of a

00:25:32.247 --> 00:25:33.989
salesman that I got to weasel my way

00:25:34.028 --> 00:25:34.828
out of the conversation?

00:25:34.848 --> 00:25:35.710
You're like, friendly people.

00:25:36.049 --> 00:25:36.289
It's like,

00:25:36.691 --> 00:25:37.811
we might not be right for you.

00:25:38.011 --> 00:25:40.032
This is the best sale, non-sale,

00:25:40.053 --> 00:25:40.534
which is like,

00:25:41.980 --> 00:25:43.280
I have no idea if I'm right for

00:25:43.320 --> 00:25:43.480
you.

00:25:43.980 --> 00:25:44.642
Maybe I am.

00:25:44.781 --> 00:25:45.882
But thirty minutes.

00:25:46.383 --> 00:25:46.663
Right.

00:25:46.702 --> 00:25:47.282
No pressure.

00:25:47.383 --> 00:25:48.064
Friendly people.

00:25:48.584 --> 00:25:49.644
Let's walk through this.

00:25:49.805 --> 00:25:51.125
And the answer might be no.

00:25:51.526 --> 00:25:53.007
I have a take a wild guess.

00:25:53.366 --> 00:25:55.208
If you onboard or you sell and I'm

00:25:55.228 --> 00:25:56.268
using air quotes in a podcast.

00:25:56.548 --> 00:25:58.170
If you sell someone who's not right for

00:25:58.210 --> 00:26:00.451
empower that probably you probably lose

00:26:00.510 --> 00:26:02.172
money on that in the short term if

00:26:02.211 --> 00:26:03.532
they go and bail in eight or twelve

00:26:03.573 --> 00:26:03.792
months.

00:26:04.545 --> 00:26:06.586
It's not good for anybody.

00:26:07.385 --> 00:26:08.247
It's not a win.

00:26:08.946 --> 00:26:10.307
That's artificial growth.

00:26:11.509 --> 00:26:14.009
Longevity is definitely a key metric for

00:26:14.130 --> 00:26:17.592
us and wanting to have people stay because

00:26:17.612 --> 00:26:18.092
they're happy.

00:26:18.392 --> 00:26:20.692
And we have a very strong no jerks

00:26:20.732 --> 00:26:21.374
policy here,

00:26:21.394 --> 00:26:23.394
which I always encourage people to adopt.

00:26:23.494 --> 00:26:24.134
No jerks, just

00:26:24.194 --> 00:26:25.056
Don't hire any jerks.

00:26:25.756 --> 00:26:26.737
I have a similar policy.

00:26:26.977 --> 00:26:28.678
It's not the word jerk, though.

00:26:28.718 --> 00:26:31.140
It's a different word, which is like, no,

00:26:31.380 --> 00:26:32.059
that's rule one.

00:26:32.701 --> 00:26:33.280
What's rule two?

00:26:33.641 --> 00:26:34.481
See rule number one.

00:26:34.821 --> 00:26:36.022
Just don't be a jerk.

00:26:36.762 --> 00:26:37.824
It works itself out,

00:26:37.983 --> 00:26:40.306
and jerks is a podcast-friendly term,

00:26:40.385 --> 00:26:41.425
so it seems to work well.

00:26:42.086 --> 00:26:43.728
You can insert whatever you want there

00:26:43.748 --> 00:26:44.748
into what you think that is.

00:26:44.768 --> 00:26:46.509
Yeah, but you need to...

00:26:47.798 --> 00:26:49.480
I just think you need to help people.

00:26:49.599 --> 00:26:50.800
That's that's really what it is.

00:26:50.861 --> 00:26:53.042
And I I really empathize with practice

00:26:53.123 --> 00:26:53.363
owners.

00:26:53.442 --> 00:26:56.345
I know that they're so just it's crazy,

00:26:56.484 --> 00:26:57.365
like they're crazy.

00:26:57.766 --> 00:26:58.546
They're doing a lot.

00:26:58.746 --> 00:27:00.086
They're trying to run the business.

00:27:00.227 --> 00:27:00.688
Obviously,

00:27:00.788 --> 00:27:03.189
people are people mostly only bring CEOs

00:27:03.229 --> 00:27:03.690
problems.

00:27:03.750 --> 00:27:05.730
That's that's the nature of being a CEO

00:27:05.770 --> 00:27:06.912
is like you're the practice owner.

00:27:07.592 --> 00:27:09.314
nine times out of ten people are coming

00:27:09.334 --> 00:27:10.575
to you with a problem right they're not

00:27:10.595 --> 00:27:11.694
coming to you to be like everything's

00:27:11.734 --> 00:27:13.457
going so great this is the everything is

00:27:13.557 --> 00:27:15.438
okay alarm and i'm ringing it everything

00:27:15.478 --> 00:27:16.939
is okay they're coming to you because

00:27:17.279 --> 00:27:20.041
there's an hr issue there's a pipe burst

00:27:20.201 --> 00:27:21.863
got an issue with a patient like all

00:27:21.903 --> 00:27:22.683
sorts of things so

00:27:23.334 --> 00:27:24.714
you want to help people you want to

00:27:24.734 --> 00:27:26.615
help the helpers and like help them figure

00:27:26.655 --> 00:27:27.976
out what what they need to do in

00:27:27.996 --> 00:27:29.977
order to be doing well and i think

00:27:30.217 --> 00:27:32.618
the pt space has changed so much the

00:27:33.058 --> 00:27:35.099
the business acumen has grown which i

00:27:35.160 --> 00:27:37.320
think was so needed um there's so much

00:27:37.361 --> 00:27:40.843
time spent debating the dpt uh credential

00:27:40.903 --> 00:27:42.123
and whether that made you know now i'm

00:27:42.182 --> 00:27:43.423
going back some years but whether that

00:27:43.443 --> 00:27:45.025
made sense like should we elevate from the

00:27:45.065 --> 00:27:46.465
masters you probably remember some of

00:27:46.486 --> 00:27:47.165
those debates but

00:27:47.935 --> 00:27:50.298
Now, I think the business side is,

00:27:50.638 --> 00:27:50.859
you know,

00:27:50.880 --> 00:27:52.280
having a bit of a catch up there.

00:27:52.320 --> 00:27:53.142
And I think, you know,

00:27:53.201 --> 00:27:54.604
coaching is very popular now.

00:27:54.624 --> 00:27:56.005
That wasn't true five years ago.

00:27:56.145 --> 00:27:57.707
I mentioned the influence of private

00:27:57.747 --> 00:27:58.127
equity,

00:27:58.147 --> 00:27:59.730
which I think is both good and bad

00:27:59.769 --> 00:28:00.550
in different ways,

00:28:01.111 --> 00:28:02.413
possibly more bad than good.

00:28:02.432 --> 00:28:05.395
But that's maybe another discussion all to

00:28:05.435 --> 00:28:05.836
its own.

00:28:06.176 --> 00:28:07.038
What's the goal here?

00:28:08.968 --> 00:28:12.411
And then just more people asking better

00:28:12.451 --> 00:28:14.492
questions and trying to get better

00:28:14.573 --> 00:28:14.932
answers.

00:28:14.972 --> 00:28:16.974
So there's a lot of things changing.

00:28:17.414 --> 00:28:17.894
I'm seeing it.

00:28:17.954 --> 00:28:19.355
I mean, we're in twenty twenty six.

00:28:19.436 --> 00:28:20.718
I graduated in twenty sixteen.

00:28:20.758 --> 00:28:22.578
So there's a good ten year snapshot.

00:28:23.579 --> 00:28:26.182
I'm seeing better questions from people

00:28:26.362 --> 00:28:26.662
where

00:28:27.682 --> 00:28:28.723
you know there's no such thing as a

00:28:28.763 --> 00:28:30.825
bad question yes there is there are

00:28:30.904 --> 00:28:32.286
terrible questions right right we're

00:28:32.306 --> 00:28:33.446
supposed to say now like we want you

00:28:33.467 --> 00:28:35.067
to ask the question the funny part is

00:28:35.367 --> 00:28:37.368
it's a bad question but the thing at

00:28:37.388 --> 00:28:39.509
the bottom the thing you're not asking but

00:28:39.529 --> 00:28:40.830
you really want to know that's the better

00:28:40.871 --> 00:28:42.612
question right that's what i mean by that

00:28:42.652 --> 00:28:44.192
like yeah you know how do i get

00:28:44.212 --> 00:28:45.513
paid to buy insurance it's like i don't

00:28:45.534 --> 00:28:47.795
know what business you're in yet so we

00:28:47.815 --> 00:28:50.396
got to ask more questions i'm seeing and

00:28:50.416 --> 00:28:52.258
this could be biased i'm seeing people

00:28:52.917 --> 00:28:54.318
with no business experience,

00:28:54.338 --> 00:28:55.259
coming out of PT school,

00:28:55.441 --> 00:28:56.981
asking better questions.

00:28:57.142 --> 00:28:58.364
Because I think we're just talking about

00:28:58.384 --> 00:28:58.784
it more.

00:28:58.963 --> 00:29:00.326
So people might not have enrolled in an

00:29:00.405 --> 00:29:00.865
MBA.

00:29:01.346 --> 00:29:01.807
They're just like,

00:29:01.946 --> 00:29:03.788
I'm sort of gleaning stuff from X or

00:29:03.828 --> 00:29:05.931
LinkedIn and Facebook groups.

00:29:06.010 --> 00:29:09.273
And they're starting on second base where

00:29:09.535 --> 00:29:10.596
we used to start in the dugout.

00:29:11.675 --> 00:29:12.257
Yeah, I agree.

00:29:12.277 --> 00:29:14.038
I also think the market has gotten more

00:29:14.098 --> 00:29:16.320
competitive on every front.

00:29:16.361 --> 00:29:18.002
You have to be better to survive.

00:29:18.063 --> 00:29:19.644
You just have to do better and be

00:29:19.684 --> 00:29:20.026
better.

00:29:20.226 --> 00:29:21.928
And that means you've got to learn faster.

00:29:22.407 --> 00:29:23.449
And that means, like you said,

00:29:23.489 --> 00:29:25.912
starting at a better place if you can

00:29:25.951 --> 00:29:27.134
or reading the book or whatever.

00:29:27.851 --> 00:29:29.811
And so I think all of that's true.

00:29:30.092 --> 00:29:31.952
I know that's true in the EMR space.

00:29:31.972 --> 00:29:33.874
You know, there's there's a lot of them.

00:29:33.913 --> 00:29:35.434
There's a lot of choices now in the

00:29:35.454 --> 00:29:35.894
space.

00:29:36.035 --> 00:29:37.455
It wasn't always that way.

00:29:37.516 --> 00:29:39.076
I can say that from direct experience.

00:29:39.096 --> 00:29:41.337
But today there are lots of companies out

00:29:41.377 --> 00:29:43.118
there and everybody's got their stick and

00:29:43.138 --> 00:29:44.400
they're pushing out their stuff.

00:29:44.460 --> 00:29:46.661
And that's also causing people to ask more

00:29:46.701 --> 00:29:47.300
questions.

00:29:47.381 --> 00:29:49.201
And so I think on the whole,

00:29:49.221 --> 00:29:50.363
this trend is very good.

00:29:50.482 --> 00:29:50.643
Like,

00:29:50.702 --> 00:29:52.163
I think it's good for people to be

00:29:52.263 --> 00:29:53.765
asking better questions, do better,

00:29:53.845 --> 00:29:54.224
be better.

00:29:54.765 --> 00:29:55.605
run a better business,

00:29:55.644 --> 00:29:57.526
hopefully more survive, create more jobs.

00:29:57.685 --> 00:29:59.425
There's all kinds of good things that come

00:29:59.946 --> 00:30:00.406
from that.

00:30:01.507 --> 00:30:03.107
What I don't want people to lose sight

00:30:03.167 --> 00:30:05.087
of is just that there are some

00:30:05.127 --> 00:30:08.148
fundamentals that are somewhat immutable.

00:30:08.348 --> 00:30:10.410
They just don't change.

00:30:10.450 --> 00:30:12.329
You need to run a good business.

00:30:12.369 --> 00:30:14.391
You need to run a profitable business.

00:30:14.590 --> 00:30:15.971
These things are always true.

00:30:15.990 --> 00:30:18.071
They just don't change.

00:30:18.132 --> 00:30:20.272
And how they get achieved may change over

00:30:20.333 --> 00:30:21.192
time, the methods.

00:30:22.292 --> 00:30:22.893
But, you know,

00:30:23.212 --> 00:30:24.814
you just got to respect kind of the

00:30:24.854 --> 00:30:25.653
laws of physics.

00:30:25.673 --> 00:30:27.335
And, you know,

00:30:27.535 --> 00:30:28.694
up is up and down is down.

00:30:28.714 --> 00:30:30.275
And that's just the way it is sometimes.

00:30:31.155 --> 00:30:34.036
And you don't need a very fancy business

00:30:34.076 --> 00:30:35.156
consultant to tell you that.

00:30:35.196 --> 00:30:36.096
You already know that.

00:30:36.277 --> 00:30:37.257
You just, you know.

00:30:38.417 --> 00:30:39.397
Sri, if you know what time it is,

00:30:39.417 --> 00:30:41.678
it's time for the parting shot.

00:30:41.718 --> 00:30:44.959
This is the parting shot.

00:30:45.538 --> 00:30:46.900
One last mic drop moment.

00:30:47.599 --> 00:30:48.420
No pressure.

00:30:48.839 --> 00:30:50.941
Just your legacy on the line.

00:30:52.142 --> 00:30:52.461
All right,

00:30:52.481 --> 00:30:54.002
Party Shot brought to you by Empower EMR.

00:30:54.022 --> 00:30:54.823
Of course, Sharif's here.

00:30:54.863 --> 00:30:56.364
Your clinic is stuck in an EMR that

00:30:56.403 --> 00:30:57.124
slows you down.

00:30:58.085 --> 00:31:00.164
I mean, to put it frankly,

00:31:00.204 --> 00:31:01.365
if it's slowing you down,

00:31:01.586 --> 00:31:02.586
you don't have to use that.

00:31:03.067 --> 00:31:04.047
This is your decision.

00:31:04.146 --> 00:31:05.688
You are, and I hate to do this,

00:31:05.728 --> 00:31:08.108
but you are empowered to make a choice.

00:31:09.144 --> 00:31:10.184
I said I would never do that,

00:31:10.505 --> 00:31:12.365
but I need to point out the obvious.

00:31:12.405 --> 00:31:13.646
The obvious is sometimes the best

00:31:13.686 --> 00:31:14.047
marketing.

00:31:14.326 --> 00:31:15.688
You are empowered to change that.

00:31:16.127 --> 00:31:17.288
It doesn't have to be with Sharif,

00:31:17.628 --> 00:31:18.328
but it might be.

00:31:18.890 --> 00:31:20.069
How do you know unless you go to

00:31:20.089 --> 00:31:20.329
a call?

00:31:21.030 --> 00:31:22.531
Empower, they like to say,

00:31:22.632 --> 00:31:24.333
it gives you speed, clean workflows,

00:31:24.373 --> 00:31:24.853
and features.

00:31:24.932 --> 00:31:28.714
PT's actually asked for hard stop.

00:31:28.835 --> 00:31:30.355
I love the people in Facebook groups who

00:31:30.375 --> 00:31:31.156
are like, great,

00:31:31.517 --> 00:31:32.998
I can make my note blue.

00:31:33.498 --> 00:31:34.358
I don't need that.

00:31:34.759 --> 00:31:36.460
I need it to be better or easier,

00:31:36.480 --> 00:31:37.681
but thank you for letting me make the

00:31:37.721 --> 00:31:38.320
template blue.

00:31:38.820 --> 00:31:40.403
These are things people actually ask for.

00:31:40.903 --> 00:31:42.525
Better notes, faster documentation,

00:31:42.865 --> 00:31:43.746
smoother operations.

00:31:44.145 --> 00:31:46.228
Please pay attention to those matters.

00:31:47.048 --> 00:31:48.430
If you can wrap it up into customer

00:31:48.470 --> 00:31:50.551
support that also doesn't ghost you,

00:31:50.612 --> 00:31:51.573
that's terribly important.

00:31:51.712 --> 00:31:52.413
People look for that.

00:31:52.574 --> 00:31:53.295
We talked earlier.

00:31:53.694 --> 00:31:55.737
Do you like talking to AI on the

00:31:55.777 --> 00:31:56.017
phone?

00:31:56.117 --> 00:31:57.018
Yeah, when appropriate,

00:31:57.057 --> 00:31:58.098
when I can just do two things.

00:31:58.138 --> 00:31:59.361
And sometimes when I have a real problem,

00:31:59.441 --> 00:32:01.241
I want a human to sit down with

00:32:01.321 --> 00:32:02.523
me until it's solved.

00:32:02.864 --> 00:32:03.443
That's what you get.

00:32:04.164 --> 00:32:04.904
So you can do that.

00:32:05.065 --> 00:32:07.286
Upgrade your clinic's brain with Empower

00:32:07.385 --> 00:32:07.747
EMR.

00:32:08.027 --> 00:32:09.267
Maybe it's not right for you.

00:32:09.787 --> 00:32:10.907
But the one way to find out,

00:32:11.107 --> 00:32:12.709
you go to empoweremr.com,

00:32:12.868 --> 00:32:13.749
you click on a demo,

00:32:14.249 --> 00:32:15.009
and here's what you get.

00:32:15.390 --> 00:32:16.170
It's right on the website.

00:32:16.349 --> 00:32:17.851
So it must be true, right?

00:32:17.891 --> 00:32:19.590
Thirty minutes, no pressure,

00:32:20.211 --> 00:32:20.811
friendly people.

00:32:21.132 --> 00:32:22.573
And in twenty nine and a half minutes,

00:32:22.593 --> 00:32:23.114
you're probably like, OK,

00:32:23.173 --> 00:32:23.713
this isn't right.

00:32:23.913 --> 00:32:24.394
That's OK.

00:32:24.634 --> 00:32:25.134
That's good.

00:32:25.675 --> 00:32:26.876
Or, hey, maybe this is.

00:32:27.136 --> 00:32:27.617
That's good.

00:32:27.897 --> 00:32:28.617
More decisions.

00:32:28.898 --> 00:32:29.078
Right.

00:32:29.419 --> 00:32:30.599
Not a sales pitch conversation.

00:32:30.660 --> 00:32:30.839
All right.

00:32:31.180 --> 00:32:31.701
I've talked a lot.

00:32:32.361 --> 00:32:32.981
Parting shot.

00:32:33.182 --> 00:32:34.123
One thing you want to leave with the

00:32:34.143 --> 00:32:35.144
audience as we wrap up today.

00:32:36.528 --> 00:32:40.409
So the one parting thought is AI,

00:32:40.449 --> 00:32:41.169
cautiously.

00:32:41.409 --> 00:32:45.411
So I would say I'm optimistic about the

00:32:45.431 --> 00:32:45.891
future.

00:32:46.230 --> 00:32:48.050
We're undertaking, obviously,

00:32:48.090 --> 00:32:49.692
lots of changes and additions to our

00:32:49.731 --> 00:32:52.032
product to meet the growing demand and

00:32:52.053 --> 00:32:53.192
capabilities of AI.

00:32:53.992 --> 00:32:55.615
But cautious optimism, I think,

00:32:55.994 --> 00:32:57.056
is really what's needed.

00:32:57.276 --> 00:32:59.156
And that will put you on the right,

00:32:59.196 --> 00:33:00.478
it's the right frame of mind,

00:33:00.518 --> 00:33:01.959
because it puts you in the frame of

00:33:01.999 --> 00:33:04.161
mind that progress is what you need and

00:33:04.201 --> 00:33:05.301
moving forward is what you need.

00:33:05.642 --> 00:33:07.644
But you do it, you know, cautiously,

00:33:07.683 --> 00:33:08.785
carefully, prudently,

00:33:08.865 --> 00:33:11.527
so you're not taking on things that don't

00:33:11.567 --> 00:33:13.087
work, costs that are unnecessary.

00:33:15.068 --> 00:33:16.671
or building up unnecessary burnout or all

00:33:16.711 --> 00:33:18.493
the sort of collateral damage things that

00:33:18.513 --> 00:33:19.895
can happen with the wrong thing.

00:33:19.935 --> 00:33:21.277
So let's go forward.

00:33:21.317 --> 00:33:22.979
Let's be cautiously optimistic and keep

00:33:22.999 --> 00:33:25.142
working and see what's doing and what's

00:33:25.201 --> 00:33:26.304
not and then adjust.

00:33:26.929 --> 00:33:28.849
Trust, but verify.

00:33:29.569 --> 00:33:30.691
There you go.

00:33:31.310 --> 00:33:32.571
Again, Sharif, appreciate this.

00:33:32.612 --> 00:33:33.553
This is part two.

00:33:33.893 --> 00:33:35.534
We'll bring you back next time for part

00:33:35.554 --> 00:33:36.354
three in the series.

00:33:36.413 --> 00:33:38.875
But here's the thing.

00:33:38.915 --> 00:33:40.175
This isn't a three-part series.

00:33:40.355 --> 00:33:42.057
This is something you should be paying

00:33:42.136 --> 00:33:44.578
attention and spending time asking

00:33:44.598 --> 00:33:45.898
yourself better questions.

00:33:46.199 --> 00:33:47.180
That's really what I get from

00:33:47.220 --> 00:33:48.141
conversations with you.

00:33:48.240 --> 00:33:50.301
You're not telling people what to think.

00:33:50.942 --> 00:33:51.863
you're essentially saying,

00:33:52.303 --> 00:33:54.324
this is maybe how you might want to

00:33:54.403 --> 00:33:57.006
think about because you are a different

00:33:57.046 --> 00:33:57.586
practice,

00:33:58.086 --> 00:33:59.847
no matter what your specialty is or where

00:33:59.867 --> 00:34:00.729
you are in the growth cycle.

00:34:01.068 --> 00:34:01.990
So instead of what to think,

00:34:02.029 --> 00:34:02.750
how to think, Sharif,

00:34:02.789 --> 00:34:05.271
appreciate the time here in part two of

00:34:05.291 --> 00:34:06.292
the series.

00:34:06.333 --> 00:34:06.633
Yeah.

00:34:06.813 --> 00:34:07.353
Thanks, Jimmy.

00:34:07.413 --> 00:34:07.953
Great to be here.

00:34:09.777 --> 00:34:10.858
That's it for this one,

00:34:11.119 --> 00:34:12.800
but we're just getting warmed up.

00:34:13.260 --> 00:34:15.163
Smash follow, send it to a friend,

00:34:15.382 --> 00:34:17.063
or crank up the next episode.

00:34:17.565 --> 00:34:18.485
Want to go deeper?

00:34:18.925 --> 00:34:21.047
Hit us at pgpiecast.com.

00:34:22.329 --> 00:34:24.311
Or find us on YouTube and socials at

00:34:24.351 --> 00:34:25.572
pgpiecast.

00:34:25.972 --> 00:34:28.273
And legally, none of this was advice.

00:34:28.333 --> 00:34:30.076
It's for entertainment purposes only.

00:34:31.757 --> 00:34:32.338
See, Keith?

00:34:32.538 --> 00:34:33.599
We read the script.

00:34:33.898 --> 00:34:34.559
Happy now?