Boost the Patient Experience & Retention in your PT Clinic

WEBVTT

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Good morning,

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physical therapy business owners.

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Welcome to PT Breakfast Club,

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where your daily dose of PT

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business wisdom gets served

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hot and fresh.

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Today I'm joined by my partners in crime,

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Dave Kittle and Tony Maritato.

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Tony's here to break down

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why wait lists might be the

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worst thing since dry

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needling with your eyes

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closed and why cash pay

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could be your ticket to

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smoother operations.

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Let's be real,

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if a service can wait six weeks,

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How necessary is it really?

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Plus,

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Tony's got a few choice boards about

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free admission questionnaires.

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Spoiler alert, he's not a fan.

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Meanwhile,

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Dave's ready to drop some gems

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on how to handle the

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dreaded do you take my

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insurance question without

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losing your cool.

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And yes,

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we're going to talk about a social

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media post that has us all

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questioning how much

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paperwork is too much.

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The answer is any paperwork.

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Any paperwork is too much.

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This is PT Breakfast Club.

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Good morning.

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morning gentlemen good

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morning welcome back I got

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up early I wrote a hot

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intro I was like we gotta

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judge this up it's gonna be

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judged I was gonna say did

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you just come up with that

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on the fly because I was

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just sending those

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screenshots like at eight

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a.m uh I was doing it this

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morning yeah very sweet

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that and I threw some water

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on my face because back in

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radio it didn't matter what

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I looked like it just

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mattered what we sounded

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like but now I gotta do my hair

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Let's let Dave start.

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What do you want to start with, Dave?

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What do you think is the hottest topic?

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All right.

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Well, I mean, there's a couple of things.

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I think if you want to start

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with the insurance question,

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we can continue with that.

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And then later,

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after we go through some other things,

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we can cover Christine

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Carnegie's question about

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mobile in-home physical

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therapy and kind of like

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patient experience.

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We can maybe reread or just

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show that question on the

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screen if you want, if we have it handy.

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But yeah,

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the biggest thing is handling the

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insurance question.

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If you are a cash practice

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or if you're let's say

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you're taking Medicare,

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but your cash out of pocket

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for all the other payers,

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it's a gigantic challenge

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for most therapists because

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therapists got into therapy

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and going into the sciences

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and didn't think that they

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would ever need or be required to

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go into sales, overcome objections,

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have rebuttals ready or

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learn rebuttals over time

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to try to reframe the

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question so we can kind of get into that.

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Let's do it.

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So here we go.

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Boop, boop, boop, boop, boop.

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Hi, Dave Kittle.

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My name is Tony Maritato.

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I need physical therapy.

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Hi, Tony.

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Excellent.

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Thanks for reaching out.

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How did you hear about us?

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So I've got a great friend

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who is seeing you for

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physical therapy and they

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were just going crazy about

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how good you are.

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You know, I'm forty nine.

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I love playing baseball.

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I heard you were involved in sports.

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And so I'm really looking

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for a therapist who

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understands the demands of baseball.

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And I just want to get back

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to playing my sport.

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Excellent.

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Tony, we have a ton of active New Yorkers,

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active business New Yorkers

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just like you that want to

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get back to those types of things.

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And those are our types of clients.

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So before we get into anything else,

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we will, of course,

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we'll cover things like insurance costs,

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potential logistics.

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But first,

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I want to make sure since we do

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home therapy visits only

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like we have an on demand service,

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I just want to confirm

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that's what you're looking for.

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You're not looking for a

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brick and mortar office,

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you want a practice or a

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therapist to come to you.

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Is that correct?

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Yeah,

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I definitely want somebody who can

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come out.

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I'm super busy.

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I definitely want to use my insurance.

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I pay a lot of money for it.

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But my main priority is

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somebody who can come out

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to me because I just don't

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have time to go to a

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physical therapy clinic.

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I've been down that road before.

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I go there.

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I waste an hour.

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They tell me what to do and

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I'm left by myself.

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I just need somebody who can

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really get this taken care of.

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Sure, absolutely, Tony.

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It makes sense.

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And I understand where

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you're coming from that

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using your insurance is important to you.

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I get that.

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We'll cover that in a second.

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Next thing is I just need to

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make sure that we actually

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have a doctor of physical

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therapy that covers your

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address or intersection.

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What's the nearest corner

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intersection or your address?

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Just so I can confirm if we

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even cover your area, because if we don't,

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then I have to check my

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network and refer you to

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maybe another practice if

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you might be outside of our

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service range.

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Sure, so I'm on the corner of,

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I don't know what the addresses are,

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one one oh five and twenty second.

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Perfect.

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All right.

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So we'll just say we have a

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therapist that covers that area.

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Typically, by the way,

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I'll say if it's going to

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be me or one of my team members,

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if I know that, you know,

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let's say Dr. Chris.

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So, Tony, my therapist, Dr. Chris,

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he covers that area of

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Manhattan and he has the

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availability to potentially

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start and onboard and

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evaluate a new client as

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soon as this week.

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I just like to mention that

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because there's other

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places that have really long wait lists.

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I just want to let you know,

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if we decide to move

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forward and if we both

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decide that we're the right

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fit for each other,

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we could do so and get you

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started potentially as soon

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as this week without any

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long wait list or anything like that.

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Let me ask you first,

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because I don't want to

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waste your time or my time.

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How much is it?

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What's covered by insurance?

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What's not?

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I always like to get the

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cost out of the way.

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Absolutely.

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So do you mind if I ask you

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what type of insurance you have?

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Sure.

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I have a Blue Cross Blue

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Shield in New York.

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Okay.

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So what I can do is I can

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get your first last name,

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your date of birth and your

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member ID number or

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subscriber number from that insurance.

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We take some insurances.

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We take and bill the out of

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network component of some insurances.

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What I would do is I would

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be able to collect that

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information from you.

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I can send it to my medical biller.

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They will verify your

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benefits and coverage.

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I will then have to call you

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back later today because I

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don't know the cost of

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your therapy through this particular plan.

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Now, just for context,

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there's folks that call us

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and they're looking to use

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their in-network insurance only.

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If that is you,

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then I can let you know

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upfront full transparency

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that we don't accept the

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in-network coverage of that

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Blue Cross Blue Shield plan.

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Do you happen to know, Tony,

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if your plan has out-of-network benefits?

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I do not know.

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No problem.

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So we'll check it out.

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And so I would get that information.

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Now, Tony,

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in terms of this sales role play,

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we can go two ways.

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If you want to say,

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let's say the Blue Cross

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Blue Shield did not have

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out-of-network benefits,

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or if you know for sure,

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or if you have Humana has

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no out-of-network,

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Oscar has no out-of-network, whatever.

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So do you want to do the

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rest of the sales call with

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us knowing that you have no

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out-of-network benefits,

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or how do you want to continue it?

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Let's go down the road of

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you selling me on why I

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should pick you regardless

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of whether insurance covers it or not.

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Sure.

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So Tony,

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we're going to check your

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insurance and I'm going to

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give you a call back later today,

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but why don't I mention a

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little bit of the potential costs and how,

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you know,

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what we offer and just to make

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sure that we're the right fit.

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So, like I said,

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we have a ton of busy

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professionals in the area, just like you.

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And those professionals,

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they don't want to go to an

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outpatient office.

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They want a physical therapist,

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someone who's confident and

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experienced and someone who

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gets results quickly.

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They want...

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that type of an individual

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to come to them because it

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sounds like Tony,

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that time is one of your biggest assets.

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You might have a family,

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you might have other things going on,

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but our other New Yorkers

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that live in Manhattan and Brooklyn,

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they want someone to come

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to them because time is

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their biggest asset.

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So in terms of your situation,

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that's what we wanna focus on.

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And just to reiterate,

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or just to touch back on,

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the main issue that you are

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experiencing right now is what again?

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Right shoulder pain.

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I was playing ball a couple of weeks ago.

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My shoulder started hurting.

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I thought it'd get better on its own.

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It never got better.

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I went to see my primary care doc.

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He had no answers for me.

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I'm not going to go get surgery.

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So I just need my shoulder to feel better.

00:08:32.355 --> 00:08:32.634
Got it.

00:08:32.815 --> 00:08:33.534
And what are the things

00:08:33.575 --> 00:08:35.015
right now that you can't do

00:08:35.035 --> 00:08:35.937
that you wish you could do

00:08:36.456 --> 00:08:37.057
with your right shoulder?

00:08:37.893 --> 00:08:39.153
I can't throw a baseball.

00:08:39.234 --> 00:08:40.715
I can't sleep on my right side,

00:08:40.754 --> 00:08:41.995
which that's my, you know,

00:08:42.056 --> 00:08:42.996
the way I sleep.

00:08:43.937 --> 00:08:45.278
It hurts with reaching in

00:08:45.317 --> 00:08:46.379
the back of the fridge.

00:08:46.399 --> 00:08:48.100
If I want to grab a gallon of milk,

00:08:48.301 --> 00:08:49.280
it's just frustrating.

00:08:50.501 --> 00:08:50.802
Got it.

00:08:50.841 --> 00:08:52.003
Now you mentioned throwing a baseball.

00:08:52.023 --> 00:08:53.725
Is that something that is

00:08:53.804 --> 00:08:54.725
more recreational?

00:08:55.125 --> 00:08:56.066
Are you in a league?

00:08:56.265 --> 00:08:57.086
Like is,

00:08:57.106 --> 00:08:58.067
I just want to get a sense of like

00:08:58.107 --> 00:09:00.188
how important or how, you know, how,

00:09:00.249 --> 00:09:01.110
how involved that is for

00:09:01.129 --> 00:09:02.410
you in like a weekly basis.

00:09:03.173 --> 00:09:04.655
yeah I love playing baseball

00:09:04.735 --> 00:09:05.697
I get together with my

00:09:05.758 --> 00:09:07.360
friends we play in a weekly

00:09:07.419 --> 00:09:09.263
adult league I haven't been

00:09:09.302 --> 00:09:11.105
able to play the I feel

00:09:11.125 --> 00:09:12.006
like I'm letting the team

00:09:12.027 --> 00:09:13.850
down I just need to get back on the field

00:09:15.518 --> 00:09:17.578
got it so it sounds like you

00:09:17.599 --> 00:09:18.399
know it's really important

00:09:18.419 --> 00:09:19.139
to you to be able to play

00:09:19.159 --> 00:09:21.020
that weekend baseball uh

00:09:21.041 --> 00:09:21.861
and you just you want to go

00:09:21.922 --> 00:09:23.042
out there and and let it

00:09:23.101 --> 00:09:24.543
rip and not have any you

00:09:24.562 --> 00:09:25.583
know pain or discomfort

00:09:25.624 --> 00:09:27.384
holding you back uh and

00:09:27.424 --> 00:09:28.764
it's and it sounds like you

00:09:28.784 --> 00:09:29.706
said that you're you feel

00:09:29.725 --> 00:09:30.365
like you're letting your

00:09:30.385 --> 00:09:31.366
team down which of course

00:09:31.427 --> 00:09:32.847
does not sound you know fun

00:09:32.908 --> 00:09:37.710
or that doesn't sound um

00:09:37.769 --> 00:09:38.471
comfortable at all it

00:09:38.490 --> 00:09:39.110
sounds like you're in an

00:09:39.191 --> 00:09:40.172
uncomfortable situation

00:09:40.211 --> 00:09:42.613
does that sound about right exactly

00:09:43.854 --> 00:09:44.573
Got it.

00:09:44.614 --> 00:09:46.215
So we're going to check your

00:09:46.235 --> 00:09:48.076
insurance and then we'll

00:09:48.216 --> 00:09:49.837
let you know about your cost per visit.

00:09:50.477 --> 00:09:51.479
But if for some reason,

00:09:51.519 --> 00:09:54.660
if we check it and you're

00:09:54.701 --> 00:09:55.721
out of network benefits,

00:09:56.062 --> 00:09:57.001
let's say it has like a

00:09:57.302 --> 00:09:58.123
twelve thousand dollar

00:09:58.143 --> 00:09:59.203
deductible and we're in

00:09:59.264 --> 00:10:00.624
September right now and

00:10:00.644 --> 00:10:01.745
you're probably not going to hit that.

00:10:02.125 --> 00:10:02.225
So.

00:10:03.105 --> 00:10:04.368
there's a chance that we

00:10:04.388 --> 00:10:05.168
check your insurance and I

00:10:05.188 --> 00:10:05.750
don't know right now,

00:10:05.909 --> 00:10:06.791
you might have already hit

00:10:06.811 --> 00:10:07.312
your out of network

00:10:07.331 --> 00:10:08.413
deductible if you saw out

00:10:08.433 --> 00:10:10.235
of network physicians earlier this year.

00:10:10.437 --> 00:10:12.119
Let's say worst case scenario,

00:10:12.259 --> 00:10:13.221
I'm paying out of pocket.

00:10:13.620 --> 00:10:14.643
What are the options?

00:10:15.582 --> 00:10:16.283
Sure, absolutely.

00:10:16.384 --> 00:10:18.905
So paying out of pocket,

00:10:19.405 --> 00:10:21.668
the options would be a flat rate.

00:10:21.687 --> 00:10:22.609
There's no hidden cost.

00:10:22.629 --> 00:10:24.450
There's no surprise medical bill later.

00:10:24.791 --> 00:10:27.072
There's no hidden costs or

00:10:27.113 --> 00:10:27.753
anything like that.

00:10:28.013 --> 00:10:30.956
It's a flat dollar amount per visit.

00:10:31.556 --> 00:10:33.278
And that would be for the

00:10:33.317 --> 00:10:34.839
same cost for the evaluation.

00:10:34.859 --> 00:10:35.980
The first visit and any

00:10:36.019 --> 00:10:36.841
follow up visit really

00:10:36.860 --> 00:10:38.662
depends on the therapist,

00:10:39.163 --> 00:10:41.544
your evaluation on that first visit.

00:10:42.325 --> 00:10:45.888
And so there's a flat rate

00:10:46.388 --> 00:10:47.948
and it's a little bit more

00:10:47.990 --> 00:10:49.431
expensive on weekends and

00:10:49.471 --> 00:10:50.692
it's less expensive Monday

00:10:50.711 --> 00:10:51.251
through Friday.

00:10:51.893 --> 00:10:53.033
So it's five hundred per

00:10:53.052 --> 00:10:54.413
visit on Saturday and Sunday,

00:10:55.034 --> 00:10:55.836
and it's three hundred per

00:10:55.855 --> 00:10:58.197
visit Monday through Friday.

00:10:58.236 --> 00:10:59.118
Do you have any idea how

00:10:59.138 --> 00:11:00.139
many visits I would need?

00:11:01.865 --> 00:11:03.167
So I don't right now because

00:11:03.187 --> 00:11:04.368
you and I were just on a phone call,

00:11:04.408 --> 00:11:04.609
right?

00:11:04.708 --> 00:11:08.412
So it depends on how

00:11:09.013 --> 00:11:10.413
restricted or how involved

00:11:10.433 --> 00:11:11.095
your shoulder is.

00:11:11.134 --> 00:11:13.557
It depends on, of course, the baseball,

00:11:13.596 --> 00:11:14.498
which you want to get back to,

00:11:14.557 --> 00:11:15.639
which kind of would take

00:11:15.719 --> 00:11:17.519
potentially more visits and

00:11:17.640 --> 00:11:19.142
more treatment compared to

00:11:19.542 --> 00:11:20.743
the other thing that you mentioned,

00:11:20.763 --> 00:11:22.164
like reaching into the

00:11:22.205 --> 00:11:23.466
refrigerator or a cabinet

00:11:23.485 --> 00:11:24.187
or something like that.

00:11:25.927 --> 00:11:28.630
Once my physical therapist, Dr. Chris,

00:11:28.931 --> 00:11:30.933
let's just say if that was penciled in,

00:11:31.955 --> 00:11:33.456
if you guys scheduled the evaluation,

00:11:34.017 --> 00:11:35.197
he's going to come to your apartment,

00:11:35.597 --> 00:11:36.720
evaluate your range of motion.

00:11:36.740 --> 00:11:38.000
He's going to look at your other side,

00:11:38.061 --> 00:11:39.381
your good shoulder,

00:11:39.863 --> 00:11:40.823
your uninvolved shoulder.

00:11:41.424 --> 00:11:42.164
You're going to compare that

00:11:42.205 --> 00:11:43.626
to the shoulder that has

00:11:43.687 --> 00:11:44.687
pain with throwing and

00:11:44.727 --> 00:11:46.149
reaching and moving around.

00:11:47.369 --> 00:11:48.669
depending on that assessment

00:11:49.490 --> 00:11:50.792
within the first twenty minutes.

00:11:50.871 --> 00:11:51.413
And by the way,

00:11:51.432 --> 00:11:52.354
we're going to he's going

00:11:52.374 --> 00:11:53.534
to come for about an hour

00:11:53.595 --> 00:11:55.135
for the home visit for you.

00:11:55.196 --> 00:11:56.736
But in the first twenty, thirty minutes,

00:11:57.158 --> 00:11:57.857
he's going to have a pretty

00:11:57.878 --> 00:11:59.340
good idea in terms of how

00:11:59.360 --> 00:12:00.441
involved that shoulder is

00:12:01.000 --> 00:12:02.503
and that he'll let you know

00:12:02.783 --> 00:12:04.945
personally right there on the spot.

00:12:05.445 --> 00:12:06.426
He'll let you know if he

00:12:06.446 --> 00:12:07.267
thinks it's going to take

00:12:07.687 --> 00:12:10.389
three visits or ten visits

00:12:10.690 --> 00:12:12.230
or fifteen visits.

00:12:12.250 --> 00:12:13.793
It really depends on that first visit.

00:12:14.875 --> 00:12:14.975
Well,

00:12:14.995 --> 00:12:17.096
how about I book the first visit and

00:12:17.115 --> 00:12:18.916
then we decide after that

00:12:18.995 --> 00:12:21.256
what we're going to do next?

00:12:21.297 --> 00:12:21.736
Sounds great.

00:12:21.756 --> 00:12:23.378
There's no downside to that.

00:12:24.898 --> 00:12:25.638
We're not pitching you a

00:12:25.698 --> 00:12:26.719
package or anything like that.

00:12:26.739 --> 00:12:28.019
There's no contract assigned.

00:12:28.058 --> 00:12:30.059
So you absolutely can try

00:12:30.080 --> 00:12:31.779
out the first visit, schedule it,

00:12:31.921 --> 00:12:32.721
see if you like it,

00:12:34.240 --> 00:12:35.001
and we can go from there.

00:12:35.022 --> 00:12:36.261
Awesome.

00:12:37.398 --> 00:12:38.379
Boom.

00:12:38.479 --> 00:12:39.178
Let's book it.

00:12:40.000 --> 00:12:40.460
All right.

00:12:40.500 --> 00:12:42.360
So, Jimmy, I know your head's exploding.

00:12:42.780 --> 00:12:44.663
What are you thinking?

00:12:44.702 --> 00:12:47.063
Do you want to do one and then I'll go?

00:12:47.443 --> 00:12:48.304
What do you want to do next?

00:12:50.306 --> 00:12:51.506
I wanted to comment on that.

00:12:51.547 --> 00:12:53.368
So I think Dave's done this before,

00:12:53.528 --> 00:12:54.769
and that's clear, right?

00:12:55.590 --> 00:12:56.269
I don't know.

00:12:56.330 --> 00:12:57.410
I still feel like you're

00:12:57.510 --> 00:12:58.591
using too many words.

00:12:58.792 --> 00:13:00.312
I feel like you brought up a

00:13:00.352 --> 00:13:01.133
few things that I don't

00:13:01.153 --> 00:13:02.793
even know that I would have objected to,

00:13:03.754 --> 00:13:03.975
right?

00:13:04.034 --> 00:13:08.138
Like I'm trying to think, like if I were –

00:13:07.028 --> 00:13:08.489
paying for like a high ticket item,

00:13:08.509 --> 00:13:10.328
or I mean, Tony call is like,

00:13:10.448 --> 00:13:11.409
I'm a baseball player.

00:13:11.450 --> 00:13:12.250
It sounded like he was like

00:13:12.269 --> 00:13:13.691
your ideal patient.

00:13:14.410 --> 00:13:15.792
What is, let me ask you this.

00:13:15.892 --> 00:13:17.272
What is your goal from that

00:13:17.392 --> 00:13:18.312
first phone call?

00:13:18.373 --> 00:13:19.232
What are you trying to do?

00:13:19.293 --> 00:13:20.754
Is it get them booked,

00:13:20.953 --> 00:13:22.534
get information and them

00:13:22.595 --> 00:13:23.455
booked or what is it?

00:13:23.475 --> 00:13:24.014
Like what goes,

00:13:24.475 --> 00:13:25.676
what is your goal on that call?

00:13:26.794 --> 00:13:28.275
Yeah, so it's two things.

00:13:28.576 --> 00:13:30.157
It's kind of filtering in and out.

00:13:30.616 --> 00:13:32.278
And then depending on the filter,

00:13:32.739 --> 00:13:33.619
booking them or not.

00:13:33.980 --> 00:13:34.940
So like, of course,

00:13:34.980 --> 00:13:36.181
Tony made it a little bit easier.

00:13:36.221 --> 00:13:37.822
Like sometimes the calls are like,

00:13:38.241 --> 00:13:39.523
sometimes the calls are easier than that,

00:13:39.682 --> 00:13:40.864
where they're like, take my money.

00:13:41.744 --> 00:13:42.585
I heard you guys are great.

00:13:42.705 --> 00:13:44.206
I don't even care the dollar amount.

00:13:44.245 --> 00:13:45.866
Like, okay, whatever, whatever.

00:13:46.086 --> 00:13:46.866
Yeah, fine.

00:13:47.187 --> 00:13:48.769
And then sometimes the calls are like,

00:13:49.668 --> 00:13:50.549
more challenging than that

00:13:50.570 --> 00:13:51.890
so tony took a nice you

00:13:51.910 --> 00:13:53.432
know even keel road there

00:13:53.672 --> 00:13:56.634
um but the the the part the

00:13:56.673 --> 00:13:58.615
importance or the whole

00:13:58.635 --> 00:13:59.636
intention of the phone call

00:13:59.956 --> 00:14:00.616
is to make sure that we're

00:14:00.636 --> 00:14:01.597
the right fit for so we're

00:14:01.618 --> 00:14:02.678
trying to filter in and out

00:14:03.318 --> 00:14:05.221
are they looking for

00:14:05.400 --> 00:14:07.462
in-network insurance

00:14:07.863 --> 00:14:09.884
therapists only if so I

00:14:09.923 --> 00:14:10.804
want to like let them know

00:14:10.825 --> 00:14:12.166
because I never want some

00:14:12.206 --> 00:14:13.307
bad google review later

00:14:13.386 --> 00:14:14.567
like that we try to trick

00:14:14.587 --> 00:14:16.068
them and you know say that

00:14:16.089 --> 00:14:18.311
we take their insurance and then you know

00:14:19.211 --> 00:14:19.692
Then they're like,

00:14:19.913 --> 00:14:21.417
you're billing on a network

00:14:21.456 --> 00:14:22.379
or you're out of pocket or

00:14:22.399 --> 00:14:23.279
you're mostly out of pocket

00:14:23.320 --> 00:14:24.383
for five visits and then

00:14:24.722 --> 00:14:25.946
it's a network copay or

00:14:25.966 --> 00:14:26.527
something like that.

00:14:27.981 --> 00:14:29.101
So I want to get information.

00:14:29.442 --> 00:14:31.043
I want to qualify or filter

00:14:31.102 --> 00:14:31.883
someone in or out.

00:14:32.043 --> 00:14:34.344
And then depending if they're filtered out,

00:14:34.384 --> 00:14:35.924
then maybe we end the phone call.

00:14:35.965 --> 00:14:37.424
And if they're filtered in

00:14:37.485 --> 00:14:38.485
or they're qualified,

00:14:39.285 --> 00:14:41.167
that's when we go into more

00:14:41.206 --> 00:14:45.148
of the conversation about insurance costs,

00:14:45.347 --> 00:14:47.389
potential logistics, meaning scheduling.

00:14:47.448 --> 00:14:49.229
And are we doing this in your apartment?

00:14:49.609 --> 00:14:51.629
Is it in the gym of your building?

00:14:51.690 --> 00:14:52.629
Is it in your office?

00:14:53.291 --> 00:14:53.931
Where are we doing it?

00:14:54.946 --> 00:14:55.527
So does that answer your

00:14:55.547 --> 00:14:56.748
question just about like

00:14:56.788 --> 00:14:57.687
the whole purpose of that

00:14:57.727 --> 00:14:59.610
first phone call for us at least?

00:15:00.931 --> 00:15:01.211
Yeah.

00:15:01.230 --> 00:15:01.370
Yeah.

00:15:01.711 --> 00:15:02.793
I would go like most

00:15:02.852 --> 00:15:04.433
important to least important, right?

00:15:04.494 --> 00:15:05.134
On that call.

00:15:05.195 --> 00:15:05.934
Because what you don't want

00:15:05.955 --> 00:15:06.855
to do is have them on the call.

00:15:06.875 --> 00:15:08.336
Like you want to get them booked,

00:15:08.616 --> 00:15:10.119
feel like we talked about last week,

00:15:10.178 --> 00:15:10.979
feel hyped up.

00:15:11.019 --> 00:15:12.681
Like this is a high value thing.

00:15:13.140 --> 00:15:13.822
I'm scheduled.

00:15:13.881 --> 00:15:15.482
I can't believe I got, you know,

00:15:15.503 --> 00:15:16.124
I know it's busy,

00:15:16.163 --> 00:15:17.264
but Dr. Chris has

00:15:17.304 --> 00:15:18.605
availability in my area.

00:15:19.046 --> 00:15:20.547
This is the right person for me.

00:15:21.548 --> 00:15:22.969
They have several options.

00:15:23.168 --> 00:15:24.330
I'm going to decide which

00:15:24.410 --> 00:15:25.631
route is right for me.

00:15:25.731 --> 00:15:25.831
Like,

00:15:26.131 --> 00:15:27.352
I feel like you brought up a couple

00:15:27.613 --> 00:15:28.693
of objections that I don't

00:15:28.714 --> 00:15:29.654
even know that I would have had.

00:15:29.695 --> 00:15:30.895
And now I'm like, hang on a second.

00:15:31.576 --> 00:15:34.479
So like, right.

00:15:35.577 --> 00:15:36.077
What did you say?

00:15:36.337 --> 00:15:37.599
What objections did I bring up?

00:15:37.739 --> 00:15:38.318
Or what- Yeah,

00:15:39.058 --> 00:15:40.500
so I jotted down some notes.

00:15:40.659 --> 00:15:45.461
So it was, now I can't find them.

00:15:45.581 --> 00:15:46.962
Oh, you talked about cost twice,

00:15:47.023 --> 00:15:48.082
but then gave me a lot of

00:15:48.102 --> 00:15:49.864
things of what you'll do

00:15:49.903 --> 00:15:50.803
and why you'll do them.

00:15:51.163 --> 00:15:52.384
But Tony never brought up a

00:15:52.424 --> 00:15:53.345
concern for that.

00:15:53.404 --> 00:15:54.826
Hey, listen, you gotta understand,

00:15:55.586 --> 00:15:56.706
so I mean I'm not saying

00:15:56.726 --> 00:15:57.388
like maybe you don't do

00:15:57.427 --> 00:15:58.248
that normally but that was

00:15:58.288 --> 00:15:58.989
the thing that I heard

00:15:59.009 --> 00:16:00.070
which is like this costs

00:16:00.129 --> 00:16:01.890
this car dealers are great

00:16:01.910 --> 00:16:03.152
on this you call a car

00:16:03.172 --> 00:16:03.952
dealer they don't tell you

00:16:03.972 --> 00:16:04.894
what it costs right because

00:16:04.913 --> 00:16:06.514
it depends but they're able

00:16:06.554 --> 00:16:07.355
to say oh we're going to

00:16:07.375 --> 00:16:08.197
figure that out we have

00:16:08.297 --> 00:16:09.457
lots of options we're going

00:16:09.477 --> 00:16:10.658
to make sure that this is

00:16:10.958 --> 00:16:11.619
your we're going to find

00:16:11.658 --> 00:16:13.260
the best payment option for

00:16:13.321 --> 00:16:14.160
you sometimes it's

00:16:14.201 --> 00:16:17.224
insurance dave sometimes it's cash period

00:16:17.961 --> 00:16:19.383
Or out of pocket, which I hate.

00:16:19.462 --> 00:16:20.102
I don't know about you guys,

00:16:20.123 --> 00:16:22.085
but that that term is cringe.

00:16:22.105 --> 00:16:22.225
Like,

00:16:22.245 --> 00:16:23.787
I don't ever want to put a picture in

00:16:23.826 --> 00:16:24.927
their mind of them reaching

00:16:24.948 --> 00:16:25.589
into their pocket.

00:16:25.749 --> 00:16:27.730
I say self pay.

00:16:28.251 --> 00:16:28.471
Right.

00:16:28.491 --> 00:16:29.192
So it's either we're going

00:16:29.212 --> 00:16:29.913
to use your insurance

00:16:29.933 --> 00:16:31.615
benefits or your self pay.

00:16:31.775 --> 00:16:31.956
Really?

00:16:31.975 --> 00:16:32.436
Because I mean,

00:16:32.475 --> 00:16:33.638
like Walmart doesn't have

00:16:33.677 --> 00:16:34.619
to say it's out of pocket.

00:16:34.658 --> 00:16:35.198
Like everything's

00:16:35.419 --> 00:16:36.480
everything's self pay at Walmart.

00:16:36.500 --> 00:16:37.402
It's like you want this.

00:16:37.782 --> 00:16:38.462
You pay for that.

00:16:38.802 --> 00:16:40.203
right right but healthcare

00:16:40.244 --> 00:16:41.184
isn't so that's the that's

00:16:41.205 --> 00:16:42.405
the challenge and and using

00:16:42.446 --> 00:16:43.246
like I don't know if it's

00:16:43.267 --> 00:16:44.347
like third grade reading

00:16:44.388 --> 00:16:45.447
level fifth grade whatever

00:16:45.488 --> 00:16:46.869
like self-pay direct pay

00:16:46.950 --> 00:16:48.490
out of pocket some people

00:16:48.530 --> 00:16:49.672
know what those all those

00:16:49.711 --> 00:16:50.672
terms mean and some people

00:16:50.732 --> 00:16:51.692
don't so yeah you know it's

00:16:53.033 --> 00:16:53.794
sometimes a challenge it

00:16:53.835 --> 00:16:54.875
depends on the other person

00:16:54.916 --> 00:16:55.635
the person on the phone

00:16:55.655 --> 00:16:57.057
call sometimes it's cheaper

00:16:57.077 --> 00:16:57.857
with your insurance

00:16:57.977 --> 00:16:59.078
sometimes it's actually not

00:16:59.119 --> 00:17:00.539
and you pay less if you go

00:17:00.580 --> 00:17:01.421
a different route and we

00:17:01.461 --> 00:17:02.442
can do both of those

00:17:03.847 --> 00:17:05.189
That doesn't, so they're like, you know,

00:17:05.529 --> 00:17:05.829
Hey,

00:17:05.910 --> 00:17:06.790
we're not going to try to sell you a

00:17:06.830 --> 00:17:07.311
package.

00:17:07.352 --> 00:17:07.692
It's like,

00:17:07.791 --> 00:17:08.732
I didn't even know that was a thing.

00:17:08.752 --> 00:17:09.894
I thought this was healthcare.

00:17:09.973 --> 00:17:11.134
Like what's a package that

00:17:11.174 --> 00:17:13.458
feels like a personal trainer.

00:17:13.498 --> 00:17:14.378
Sometimes I'll say that

00:17:14.419 --> 00:17:15.920
because some people have

00:17:15.960 --> 00:17:17.020
called elsewhere and

00:17:17.082 --> 00:17:18.262
they'll get a package quote

00:17:18.363 --> 00:17:19.564
over the phone and it'll be

00:17:19.584 --> 00:17:20.704
like thousands of dollars

00:17:20.744 --> 00:17:22.166
before the patient's even

00:17:22.426 --> 00:17:23.347
seeing the provider.

00:17:24.068 --> 00:17:24.548
And, um,

00:17:25.589 --> 00:17:27.550
I use the package as the price anchor.

00:17:27.611 --> 00:17:28.151
So I'm saying, hey,

00:17:28.191 --> 00:17:29.351
it's not going to be this like big,

00:17:29.872 --> 00:17:32.271
ambiguous thousand dollar dollar amount.

00:17:32.451 --> 00:17:33.333
It might just be that two

00:17:33.353 --> 00:17:34.532
fifty or three hundred or

00:17:34.553 --> 00:17:35.753
whatever we say for the

00:17:35.773 --> 00:17:36.513
initial valuation.

00:17:36.554 --> 00:17:37.913
So sometimes I use that as a

00:17:37.973 --> 00:17:39.474
way to make the initial

00:17:39.515 --> 00:17:41.375
evaluation seem like a deal

00:17:41.476 --> 00:17:42.536
or cheaper than it is.

00:17:43.136 --> 00:17:44.678
Let me ask you specifically,

00:17:45.337 --> 00:17:46.499
in your experience,

00:17:46.798 --> 00:17:49.240
do you have most people who

00:17:49.279 --> 00:17:50.921
call already knowing what

00:17:50.941 --> 00:17:52.541
you charge because of word of mouth?

00:17:52.602 --> 00:17:54.762
People are gonna tell them.

00:17:54.962 --> 00:17:55.763
That's the challenge.

00:17:55.784 --> 00:17:56.284
That's the problem.

00:17:56.324 --> 00:17:56.864
No, they do not.

00:17:57.203 --> 00:17:58.085
It's not on my website.

00:17:58.664 --> 00:17:59.685
The people that refer,

00:18:00.806 --> 00:18:02.186
uh, our clients that refer,

00:18:02.346 --> 00:18:03.688
like they might say

00:18:03.728 --> 00:18:04.327
something about out of

00:18:04.367 --> 00:18:06.689
network or expensive or premium or,

00:18:06.769 --> 00:18:08.190
you know, they're worth it.

00:18:08.250 --> 00:18:08.349
It's,

00:18:08.369 --> 00:18:09.911
or we've had people write Google

00:18:09.931 --> 00:18:12.031
reviews where it's, it says like, they're,

00:18:12.232 --> 00:18:13.813
you know, they're, they're expensive,

00:18:13.833 --> 00:18:15.314
but they're worth it or things like that.

00:18:15.354 --> 00:18:16.714
Like it's, it's not cheap,

00:18:17.115 --> 00:18:18.536
but they're great or something like that.

00:18:18.655 --> 00:18:19.596
So like, do people,

00:18:19.717 --> 00:18:20.817
do people come to you

00:18:20.876 --> 00:18:22.498
knowing that you're out of

00:18:22.557 --> 00:18:25.240
network or you're mainly cash pay?

00:18:26.880 --> 00:18:27.640
Oftentimes, yes.

00:18:28.079 --> 00:18:30.260
But that's if they're referral one leads.

00:18:30.901 --> 00:18:32.800
And at any given time,

00:18:32.921 --> 00:18:34.082
sixty to seventy five

00:18:34.102 --> 00:18:35.221
percent of the leads are

00:18:35.561 --> 00:18:38.702
called via a nursing agency.

00:18:38.742 --> 00:18:40.903
But they're not selling for

00:18:41.002 --> 00:18:42.423
us or it's from Google,

00:18:42.443 --> 00:18:44.104
like Google ads or like

00:18:44.163 --> 00:18:45.463
Google reviews online.

00:18:46.085 --> 00:18:47.204
And they're just looking at

00:18:47.224 --> 00:18:48.005
the reviews and they're

00:18:48.025 --> 00:18:48.924
calling around and they're

00:18:48.944 --> 00:18:50.185
calling other places.

00:18:52.709 --> 00:18:53.711
I've learned to,

00:18:53.811 --> 00:18:55.617
or at least I believe this works for us,

00:18:55.657 --> 00:18:56.800
maybe it doesn't work anywhere else, but

00:18:58.031 --> 00:18:59.093
when people are calling around,

00:18:59.393 --> 00:19:00.113
most places are going to

00:19:00.133 --> 00:19:01.153
take the insurance, right?

00:19:01.574 --> 00:19:03.694
So my phone call has to be different.

00:19:04.615 --> 00:19:07.237
And I want to, from the caller, Tony,

00:19:07.837 --> 00:19:09.259
I want to try to get out, like,

00:19:09.378 --> 00:19:10.118
what's going on?

00:19:10.199 --> 00:19:14.261
Like, when did this shoulder pain start?

00:19:14.541 --> 00:19:15.442
What makes it worse?

00:19:15.801 --> 00:19:17.462
And then I dug into why is

00:19:17.502 --> 00:19:18.183
this important to you?

00:19:18.203 --> 00:19:19.203
Like, why call now?

00:19:19.565 --> 00:19:19.704
Like,

00:19:19.744 --> 00:19:21.605
why are you calling right now and

00:19:21.726 --> 00:19:23.247
reaching in the cabin or the fridge?

00:19:23.547 --> 00:19:24.907
That's not that big of a deal.

00:19:25.008 --> 00:19:26.407
But sleep could be a big deal for you.

00:19:26.448 --> 00:19:27.848
You mentioned sleep or the

00:19:27.888 --> 00:19:28.828
recreational thing with the

00:19:28.909 --> 00:19:29.670
socialization.

00:19:29.710 --> 00:19:31.550
So I would really press into that usually.

00:19:32.111 --> 00:19:33.611
And I usually want to

00:19:33.711 --> 00:19:35.092
explore and press into that

00:19:35.152 --> 00:19:37.113
stuff and try to like dig

00:19:37.133 --> 00:19:38.113
into the emotion and kind

00:19:38.153 --> 00:19:42.055
of like kind of poke or prod your issue,

00:19:42.375 --> 00:19:43.996
meaning that the emotional experience.

00:19:44.135 --> 00:19:45.477
component of your shoulder pain.

00:19:45.517 --> 00:19:46.938
The emotional thing is you

00:19:46.958 --> 00:19:48.700
can't do the weekend baseball, whatever.

00:19:49.059 --> 00:19:50.000
I want to press into all

00:19:50.040 --> 00:19:52.021
that before we talk about

00:19:52.082 --> 00:19:52.903
insurance and cost.

00:19:52.942 --> 00:19:53.682
So I might say, hey,

00:19:53.723 --> 00:19:55.164
we'll talk about insurance and cost.

00:19:55.585 --> 00:19:57.326
Let me make sure that we

00:19:57.346 --> 00:19:58.326
cover this intersection.

00:19:58.567 --> 00:19:59.147
We're the right fit.

00:19:59.188 --> 00:20:00.689
We have someone that covers that area.

00:20:01.630 --> 00:20:03.611
Then I want to go to the shoulder pain.

00:20:04.511 --> 00:20:06.173
Why call now?

00:20:06.634 --> 00:20:08.035
What are the things that you

00:20:08.075 --> 00:20:09.476
can't do that you want to be able to do?

00:20:09.655 --> 00:20:11.037
Why are those things important to you,

00:20:11.076 --> 00:20:11.336
Tony?

00:20:11.396 --> 00:20:11.696
Why

00:20:12.901 --> 00:20:14.261
is the weekend baseball important to you?

00:20:14.301 --> 00:20:15.563
It's not just exercise,

00:20:15.583 --> 00:20:16.803
but it's the socialization.

00:20:16.883 --> 00:20:18.104
Maybe it's business networking.

00:20:18.144 --> 00:20:19.244
It's like multiple things

00:20:19.285 --> 00:20:20.746
that affect you and your livelihood.

00:20:21.066 --> 00:20:21.967
I want to dig into that.

00:20:22.487 --> 00:20:23.688
And then when we shift over

00:20:23.728 --> 00:20:25.769
to the insurance and cost,

00:20:26.128 --> 00:20:27.269
especially like if you're

00:20:29.250 --> 00:20:30.471
Medicare or if it's

00:20:30.751 --> 00:20:31.932
something that the patient

00:20:32.452 --> 00:20:33.773
or the patient has no insurance, whatever,

00:20:34.034 --> 00:20:34.874
I want to build some

00:20:34.913 --> 00:20:36.035
rapport and some of the,

00:20:36.375 --> 00:20:37.175
I want to touch into some

00:20:37.195 --> 00:20:38.896
of the emotions before now

00:20:38.916 --> 00:20:41.617
we talk about the insurance and the cost,

00:20:41.657 --> 00:20:42.378
if that makes sense.

00:20:42.950 --> 00:20:43.550
Yeah.

00:20:43.570 --> 00:20:45.051
Before I go, I want to hear,

00:20:46.452 --> 00:20:47.914
are your calls coming in on

00:20:47.934 --> 00:20:49.296
your cell phone or are they

00:20:49.316 --> 00:20:52.960
coming in on a landline?

00:20:53.039 --> 00:20:53.339
So.

00:20:55.249 --> 00:20:55.568
Neither.

00:20:55.749 --> 00:20:56.829
So people are calling in,

00:20:57.151 --> 00:20:58.291
and right now if someone calls in,

00:20:58.392 --> 00:21:00.453
it gets answered by an answering service,

00:21:00.614 --> 00:21:01.595
and they go through a script.

00:21:01.654 --> 00:21:02.635
It's really just to collect

00:21:03.175 --> 00:21:03.936
lead information.

00:21:06.159 --> 00:21:08.801
They can answer some high-level questions,

00:21:08.842 --> 00:21:10.583
like if a caller says,

00:21:11.503 --> 00:21:12.684
what address is your office?

00:21:12.884 --> 00:21:13.685
And they're going to look at

00:21:13.986 --> 00:21:15.667
my profile on their software,

00:21:15.688 --> 00:21:16.229
and they're going to say...

00:21:17.009 --> 00:21:18.449
This practice, Concierge Pain Relief,

00:21:18.489 --> 00:21:19.869
does not have a brick and mortar office.

00:21:19.890 --> 00:21:21.970
They specifically travel to you.

00:21:22.309 --> 00:21:23.190
Are you looking for in-home

00:21:23.210 --> 00:21:23.849
physical therapy?

00:21:23.890 --> 00:21:24.550
Yes or no.

00:21:25.671 --> 00:21:27.070
Then myself or someone on my

00:21:27.111 --> 00:21:29.171
team calls that lead back.

00:21:29.550 --> 00:21:30.051
Obviously,

00:21:30.071 --> 00:21:31.432
we want to call as soon as possible.

00:21:31.971 --> 00:21:33.332
And I get a text or an email

00:21:34.211 --> 00:21:35.452
description of that call.

00:21:35.573 --> 00:21:36.712
So if I'm on with you guys,

00:21:37.153 --> 00:21:39.093
if I get a lead,

00:21:39.373 --> 00:21:40.314
I can glance at it and

00:21:40.354 --> 00:21:41.894
typically I'll know like,

00:21:42.618 --> 00:21:43.781
Do we cover that area or not?

00:21:44.242 --> 00:21:44.884
Are they warm?

00:21:44.923 --> 00:21:45.365
Are they hot?

00:21:45.404 --> 00:21:46.067
Are they cold?

00:21:46.807 --> 00:21:48.732
And then I or someone on my

00:21:48.752 --> 00:21:50.055
team has to call that patient back.

00:21:51.040 --> 00:21:52.280
So I think a cool thing,

00:21:52.300 --> 00:21:53.961
and I think I told you this before,

00:21:54.182 --> 00:21:55.882
I would love, even if you never share it,

00:21:56.782 --> 00:21:57.643
maybe we could share it

00:21:57.682 --> 00:21:59.163
privately among the three of us.

00:21:59.282 --> 00:22:01.663
I would love to have you

00:22:01.723 --> 00:22:03.384
record yourself calling

00:22:03.423 --> 00:22:06.345
back a prospect to see what

00:22:06.384 --> 00:22:08.205
that conversation is like in real life.

00:22:08.246 --> 00:22:08.905
Like you and I,

00:22:08.965 --> 00:22:10.705
and we can role play as much as we want,

00:22:10.746 --> 00:22:11.405
but we're never going to

00:22:11.507 --> 00:22:14.326
really replicate a real life situation.

00:22:14.767 --> 00:22:16.147
So in my clinic, what I'll do,

00:22:17.127 --> 00:22:17.508
Obviously,

00:22:17.567 --> 00:22:18.788
patients are calling in to the

00:22:18.807 --> 00:22:19.828
clinic phone number.

00:22:20.388 --> 00:22:22.409
As soon as I realize it's a new patient,

00:22:22.509 --> 00:22:24.589
I grab my phone, I hit video,

00:22:24.670 --> 00:22:26.190
and I record myself having

00:22:26.230 --> 00:22:27.230
that conversation.

00:22:27.789 --> 00:22:29.069
And then I go back and kind

00:22:29.089 --> 00:22:31.451
of look at how I handle that conversation,

00:22:31.490 --> 00:22:32.611
especially now that I'm the

00:22:32.730 --> 00:22:34.330
one actually answering the phone again.

00:22:35.251 --> 00:22:36.551
It gives me a chance to

00:22:36.672 --> 00:22:38.132
rework this process.

00:22:38.692 --> 00:22:40.232
But have you ever done that,

00:22:40.272 --> 00:22:42.472
or did we talk about that before?

00:22:42.512 --> 00:22:43.573
We have talked about it.

00:22:44.313 --> 00:22:46.034
Ideally, I want to...

00:22:47.478 --> 00:22:49.920
record all these calls on both sides.

00:22:50.839 --> 00:22:51.400
I got to check the

00:22:51.621 --> 00:22:52.681
legalities and all that in

00:22:52.840 --> 00:22:53.442
New York state.

00:22:54.321 --> 00:22:56.242
And then if I get a patient's permission,

00:22:56.262 --> 00:22:57.923
let's say a week or two or whatever later,

00:22:57.963 --> 00:22:58.744
if they start with us,

00:22:59.345 --> 00:23:00.105
I would love to be able to

00:23:00.125 --> 00:23:02.027
share both sides of the phone call.

00:23:02.366 --> 00:23:04.769
So you could totally feel and hear

00:23:05.788 --> 00:23:07.148
the realness, and by the way,

00:23:07.369 --> 00:23:08.410
our sales role play,

00:23:08.470 --> 00:23:10.510
I think that was fairly

00:23:10.691 --> 00:23:11.830
close to what it is.

00:23:12.471 --> 00:23:14.192
Sometimes I'll talk too long or whatever,

00:23:14.652 --> 00:23:15.771
but again,

00:23:15.912 --> 00:23:17.173
I need to make the phone call

00:23:17.272 --> 00:23:18.093
different because they're

00:23:18.113 --> 00:23:19.113
calling everywhere else and

00:23:19.532 --> 00:23:20.493
the front desk is saying,

00:23:21.354 --> 00:23:22.314
hello what's your insurance

00:23:22.973 --> 00:23:23.994
before they even ask like

00:23:24.214 --> 00:23:25.295
oh hi what's your name oh

00:23:25.335 --> 00:23:27.795
hi tony how are you so I

00:23:27.934 --> 00:23:29.955
want and need my first uh

00:23:29.996 --> 00:23:31.635
intro phone calls to be and

00:23:31.756 --> 00:23:32.935
and when I say intro calls

00:23:33.056 --> 00:23:33.855
it's kind of the second

00:23:33.896 --> 00:23:35.416
call they're calling in and

00:23:35.436 --> 00:23:36.257
then they're told that

00:23:36.537 --> 00:23:37.317
someone on the team is

00:23:37.356 --> 00:23:39.097
gonna call back and I'll if

00:23:39.157 --> 00:23:40.317
I'm busy I might text them

00:23:40.337 --> 00:23:40.998
and say hey we're gonna

00:23:41.018 --> 00:23:41.958
call you back soon but we

00:23:41.998 --> 00:23:44.019
did we cover your area we

00:23:44.239 --> 00:23:45.398
specialize in that shoulder

00:23:45.459 --> 00:23:45.999
issue whatever

00:23:47.304 --> 00:23:48.785
what we did was fairly close

00:23:48.825 --> 00:23:51.145
to like a fairly, you know,

00:23:51.307 --> 00:23:52.586
average phone call for us.

00:23:52.866 --> 00:23:53.127
Sure.

00:23:53.607 --> 00:23:53.867
Sure.

00:23:54.909 --> 00:23:55.308
All right.

00:23:55.449 --> 00:23:56.430
You guys want to move to the

00:23:56.470 --> 00:23:57.430
next topic or Jimmy,

00:23:57.450 --> 00:23:58.770
you want to be the patient and I'll,

00:23:58.951 --> 00:23:59.852
I'll handle the call.

00:24:01.053 --> 00:24:01.952
Oh, I am a whore.

00:24:01.992 --> 00:24:02.252
Yeah.

00:24:02.373 --> 00:24:03.233
I mean, I can do that,

00:24:03.273 --> 00:24:04.375
but I wanted to hear about

00:24:04.394 --> 00:24:05.935
your documentation gripe

00:24:06.056 --> 00:24:07.596
and the PT intake paperwork,

00:24:07.636 --> 00:24:10.417
because to me, that seemed,

00:24:10.858 --> 00:24:11.959
that seemed to be a hot button,

00:24:12.138 --> 00:24:14.401
a hot button button when I mentioned it.

00:24:15.353 --> 00:24:17.053
So this is where, yeah,

00:24:17.073 --> 00:24:18.114
so we're switching topics.

00:24:18.394 --> 00:24:20.493
New topic on the screen.

00:24:20.673 --> 00:24:22.255
For those of you watching on YouTube,

00:24:22.775 --> 00:24:24.755
Evelyn had shared this in my group.

00:24:24.775 --> 00:24:25.075
She said,

00:24:25.134 --> 00:24:26.976
how many pages is your new

00:24:27.016 --> 00:24:28.355
patient intake packet?

00:24:28.976 --> 00:24:30.997
Right now we have so many pages.

00:24:31.156 --> 00:24:33.616
I feel like they're pointless and painful.

00:24:33.797 --> 00:24:34.438
I hate it.

00:24:34.857 --> 00:24:35.778
Patients hate it.

00:24:36.018 --> 00:24:37.917
I want to make mine more condensed.

00:24:38.798 --> 00:24:40.239
Extra credit if you're willing to share.

00:24:40.878 --> 00:24:41.838
Now, real quick, Jimmy,

00:24:42.440 --> 00:24:44.420
I shared Jerry's comment.

00:24:44.700 --> 00:24:45.961
I made sure to include that

00:24:46.000 --> 00:24:46.881
in the screenshot.

00:24:46.921 --> 00:24:48.520
So Jerry Durham said,

00:24:49.561 --> 00:24:51.182
here's a part to start with.

00:24:51.422 --> 00:24:52.702
What is truly needed?

00:24:53.182 --> 00:24:54.182
What do you need to collect

00:24:54.242 --> 00:24:55.223
at first contact?

00:24:55.284 --> 00:24:56.884
What could be moved to the first visit?

00:24:57.284 --> 00:24:58.625
What could be moved to the eval?

00:24:58.684 --> 00:25:00.144
What could be moved to the checkout?

00:25:00.964 --> 00:25:02.425
And never make them write

00:25:02.826 --> 00:25:04.105
the same thing twice.

00:25:04.125 --> 00:25:05.567
That's a huge thing for me, too.

00:25:06.606 --> 00:25:09.288
Sometimes they already told you.

00:25:10.438 --> 00:25:12.219
There was a great social

00:25:12.259 --> 00:25:13.900
media video of someone who

00:25:13.920 --> 00:25:14.601
was doing that.

00:25:14.701 --> 00:25:15.840
They were like, hey, can you fill this?

00:25:15.881 --> 00:25:17.201
It was them playing the role

00:25:17.241 --> 00:25:19.523
of the receptionist and provider.

00:25:20.243 --> 00:25:22.045
And they just kept explaining like, oh,

00:25:22.164 --> 00:25:23.046
I already filled this out.

00:25:23.165 --> 00:25:24.487
Actually, this is for something different.

00:25:24.507 --> 00:25:25.748
Our two computer systems

00:25:25.768 --> 00:25:26.627
don't talk to each other.

00:25:26.647 --> 00:25:27.949
Then they did it again with the provider.

00:25:27.969 --> 00:25:28.469
And they were like,

00:25:29.190 --> 00:25:30.230
why are we the most modern

00:25:30.250 --> 00:25:31.832
advanced system in the

00:25:31.872 --> 00:25:32.571
world and these two

00:25:32.912 --> 00:25:34.393
computer things don't talk to each other?

00:25:34.712 --> 00:25:34.932
Money.

00:25:34.952 --> 00:25:37.535
The answer is no.

00:25:37.894 --> 00:25:38.556
So I don't...

00:25:39.891 --> 00:25:41.913
I would love for Jimmy to maybe,

00:25:42.232 --> 00:25:42.874
you have more to say,

00:25:42.894 --> 00:25:44.815
but Jimmy to guess how many

00:25:44.855 --> 00:25:47.238
pages Tony and my,

00:25:47.938 --> 00:25:49.398
how many pages is the intake?

00:25:50.901 --> 00:25:52.162
And Tony, if you want to guess mine,

00:25:52.201 --> 00:25:53.883
and maybe I can try to guess yours.

00:25:53.982 --> 00:25:54.923
I have no idea.

00:25:55.384 --> 00:25:55.704
Really?

00:25:55.724 --> 00:25:58.547
You have no idea?

00:25:58.626 --> 00:25:59.166
Of yours?

00:25:59.186 --> 00:25:59.367
Yeah.

00:25:59.387 --> 00:25:59.647
Five?

00:26:00.428 --> 00:26:00.769
Five?

00:26:02.526 --> 00:26:03.125
Okay, Jimmy.

00:26:03.645 --> 00:26:04.886
Jimmy says one.

00:26:05.507 --> 00:26:06.667
Dave says five.

00:26:07.188 --> 00:26:09.769
And then you guys got to guess mine too.

00:26:10.628 --> 00:26:14.411
I would guess Dave is three.

00:26:15.530 --> 00:26:16.692
And I'm trying not to go over.

00:26:16.771 --> 00:26:19.133
I'm going to say two because

00:26:19.153 --> 00:26:19.673
he said three.

00:26:19.692 --> 00:26:20.413
I would have said three.

00:26:21.673 --> 00:26:23.315
All right, Dave, what is it?

00:26:23.355 --> 00:26:24.275
So we have three.

00:26:24.974 --> 00:26:26.155
Okay, I have zero.

00:26:29.155 --> 00:26:29.916
Not even their name?

00:26:29.936 --> 00:26:31.479
I can't believe you don't know this.

00:26:31.519 --> 00:26:33.421
That was one of my biggest

00:26:33.441 --> 00:26:35.963
things was I never have paperwork.

00:26:36.365 --> 00:26:38.126
I don't have health questionnaires.

00:26:38.207 --> 00:26:39.788
I don't have questionnaires

00:26:39.828 --> 00:26:41.211
about medication or past

00:26:41.250 --> 00:26:42.632
medical history or none of that.

00:26:42.711 --> 00:26:44.714
When you book an appointment...

00:26:46.153 --> 00:26:47.295
Even when I went to an

00:26:47.355 --> 00:26:48.876
electronic medical record now,

00:26:49.857 --> 00:26:51.940
the guys at Patient Studio were like,

00:26:52.119 --> 00:26:53.681
all right, what's the paperwork?

00:26:53.721 --> 00:26:54.382
How do we do this?

00:26:54.422 --> 00:26:54.922
What questions?

00:26:54.942 --> 00:26:56.124
I'm like, none.

00:26:56.324 --> 00:26:57.085
What do you mean?

00:26:57.224 --> 00:26:58.766
I don't want any paperwork.

00:26:58.865 --> 00:27:00.067
I don't want an electronic.

00:27:00.508 --> 00:27:01.548
I would still count

00:27:01.729 --> 00:27:03.631
electronic as paperwork.

00:27:03.891 --> 00:27:04.250
Oh, yeah.

00:27:04.271 --> 00:27:06.192
I want you to get me a signature.

00:27:06.894 --> 00:27:08.075
for consent to treat,

00:27:08.415 --> 00:27:10.018
for HIPAA privacy notice,

00:27:10.317 --> 00:27:12.361
and for my accepting of assignment,

00:27:12.740 --> 00:27:13.321
and that's it.

00:27:13.622 --> 00:27:15.243
Because in my opinion,

00:27:15.284 --> 00:27:16.204
the questionnaires are

00:27:16.244 --> 00:27:18.607
completely useless at best.

00:27:19.067 --> 00:27:21.330
They're harmful at worst.

00:27:21.371 --> 00:27:23.173
Like patients, you guys know this.

00:27:24.041 --> 00:27:26.082
do you have diabetes?

00:27:26.182 --> 00:27:26.402
No.

00:27:26.903 --> 00:27:27.962
But then you said you take

00:27:28.022 --> 00:27:30.202
metformin on your, your medications.

00:27:30.222 --> 00:27:30.682
Well, yeah,

00:27:30.722 --> 00:27:32.223
that's why I don't have diabetes.

00:27:32.903 --> 00:27:35.203
I don't have high blood pressure.

00:27:35.223 --> 00:27:36.584
I don't have like they,

00:27:36.964 --> 00:27:38.585
and I just watched a short

00:27:38.625 --> 00:27:40.984
video of a doctor doing this exact thing.

00:27:41.025 --> 00:27:42.826
Like patients have no idea.

00:27:43.326 --> 00:27:44.086
Then you give them a

00:27:44.105 --> 00:27:45.286
functional outcome measure

00:27:45.306 --> 00:27:46.125
and they're like, well,

00:27:46.506 --> 00:27:47.787
does it hurt when I lift

00:27:47.826 --> 00:27:48.946
something in the morning or

00:27:48.987 --> 00:27:49.626
in the evening?

00:27:49.967 --> 00:27:52.008
With pain meds or without a

00:27:52.068 --> 00:27:53.108
week ago or today,

00:27:53.148 --> 00:27:54.869
like they have no concept

00:27:54.930 --> 00:27:56.711
of what information we need.

00:27:57.071 --> 00:27:58.512
So you can't rely on any of

00:27:58.553 --> 00:27:59.413
that information.

00:28:00.013 --> 00:28:01.154
And the fact of the matter

00:28:01.255 --> 00:28:02.555
is when that patient is in

00:28:02.596 --> 00:28:04.997
my clinic as a therapist evaluating them,

00:28:05.057 --> 00:28:05.917
I'm going to ask them all

00:28:05.938 --> 00:28:06.998
those questions anyway to

00:28:07.038 --> 00:28:07.919
get the real answer.

00:28:08.499 --> 00:28:11.461
Why waste time on any of that stuff?

00:28:11.480 --> 00:28:11.882
So, Dave,

00:28:12.102 --> 00:28:14.262
why do you give them that that

00:28:14.323 --> 00:28:14.983
questionnaire?

00:28:15.955 --> 00:28:16.195
All right,

00:28:16.236 --> 00:28:19.238
so three pages and usually e-signed,

00:28:19.298 --> 00:28:20.097
but if they're older,

00:28:20.157 --> 00:28:22.160
they want to print it out and fill it out,

00:28:22.200 --> 00:28:22.480
fine.

00:28:22.880 --> 00:28:24.260
The first one is the

00:28:24.320 --> 00:28:25.260
treatment consent form.

00:28:26.142 --> 00:28:27.182
Maybe I need to check.

00:28:27.201 --> 00:28:28.343
Maybe it's not needed in New York State.

00:28:28.383 --> 00:28:28.942
I don't know.

00:28:29.022 --> 00:28:30.384
I thought there needed to be some,

00:28:30.604 --> 00:28:32.744
you know, you said some sign something.

00:28:33.165 --> 00:28:36.007
Yeah, consent to treat, HIPAA privacy,

00:28:36.448 --> 00:28:37.468
and accepting assignment.

00:28:37.508 --> 00:28:39.189
Like those are all on one form.

00:28:39.368 --> 00:28:40.990
I get one signature at the bottom.

00:28:41.009 --> 00:28:41.329
That's it.

00:28:41.369 --> 00:28:42.570
There is nothing else

00:28:42.611 --> 00:28:43.971
besides a single signature.

00:28:44.997 --> 00:28:46.917
All right, so maybe I can condense mine.

00:28:46.978 --> 00:28:48.619
My first page is treatment consent form.

00:28:49.420 --> 00:28:51.520
Second page is the twenty

00:28:51.541 --> 00:28:52.422
four hour cancellation

00:28:52.461 --> 00:28:53.982
policy because we do one

00:28:54.083 --> 00:28:55.223
hundred percent of the rate

00:28:55.263 --> 00:28:56.545
so that the visit that we

00:28:56.565 --> 00:28:57.566
just did a sales role play

00:28:57.645 --> 00:28:58.946
on where you agreed to the

00:28:58.967 --> 00:29:00.166
three hundred dollar evaluation.

00:29:00.807 --> 00:29:02.788
If you cancel a visit less

00:29:02.808 --> 00:29:03.690
than twenty four hours in

00:29:03.710 --> 00:29:04.671
the next any time in the

00:29:04.691 --> 00:29:06.231
next couple of weeks or the plan of care.

00:29:06.951 --> 00:29:07.553
we're going to hit your

00:29:07.732 --> 00:29:08.794
credit card for three hundred.

00:29:08.834 --> 00:29:10.255
If you last minute you say, oh,

00:29:10.275 --> 00:29:12.476
I got to jump on a Zoom call or, you know,

00:29:12.896 --> 00:29:13.636
something happened.

00:29:13.656 --> 00:29:13.877
You know,

00:29:13.938 --> 00:29:15.519
my apartment is flooding or whatever.

00:29:16.019 --> 00:29:17.560
Like, that's what we agreed to.

00:29:17.580 --> 00:29:18.981
That's our that's how we roll.

00:29:19.041 --> 00:29:20.262
So that's the second thing.

00:29:20.363 --> 00:29:21.604
The third thing is having

00:29:21.663 --> 00:29:23.885
your credit card or debit card on file.

00:29:24.346 --> 00:29:26.548
So the the actual credit

00:29:26.567 --> 00:29:27.749
card information with a

00:29:27.808 --> 00:29:28.689
signature for that.

00:29:29.269 --> 00:29:29.769
Tony doesn't.

00:29:30.490 --> 00:29:31.791
Do you usually accept credit

00:29:31.811 --> 00:29:32.893
card information for

00:29:32.932 --> 00:29:34.153
patients or not really?

00:29:34.253 --> 00:29:34.394
Yeah.

00:29:35.700 --> 00:29:37.441
So how do you guys, you just,

00:29:37.501 --> 00:29:38.622
you swipe it once and you

00:29:38.642 --> 00:29:39.423
have some software that

00:29:39.462 --> 00:29:40.923
holds it securely or what?

00:29:40.963 --> 00:29:44.346
Correct.

00:29:44.426 --> 00:29:45.887
Once we take that first payment,

00:29:46.008 --> 00:29:48.130
it's stored in the system privately,

00:29:48.430 --> 00:29:49.151
securely.

00:29:50.112 --> 00:29:51.232
We never have to ask for a

00:29:51.272 --> 00:29:52.012
credit card again.

00:29:52.053 --> 00:29:52.394
Now, again,

00:29:52.433 --> 00:29:54.555
this is all new within the new EMR,

00:29:55.736 --> 00:29:56.477
but real quick.

00:29:56.757 --> 00:29:57.337
So like,

00:29:57.397 --> 00:29:58.519
let's tease a couple of these

00:29:58.558 --> 00:29:59.720
pieces out and Jimmy jump

00:29:59.779 --> 00:30:00.579
in when you want.

00:30:00.680 --> 00:30:01.861
Why, why,

00:30:02.801 --> 00:30:04.222
If you're looking at a

00:30:04.262 --> 00:30:05.083
situation where your

00:30:05.103 --> 00:30:06.663
clients are mostly cash pay,

00:30:06.763 --> 00:30:07.983
even if they're out of network,

00:30:08.423 --> 00:30:09.304
why wouldn't you accept

00:30:09.345 --> 00:30:11.265
payment in advance instead

00:30:11.365 --> 00:30:13.125
of waiting for them to

00:30:13.246 --> 00:30:14.385
either come in and receive

00:30:14.405 --> 00:30:15.527
the service and then pay?

00:30:15.767 --> 00:30:18.087
Or if they no show run a

00:30:18.127 --> 00:30:20.108
credit card like that

00:30:20.189 --> 00:30:21.788
leaves a bad taste in your mouth.

00:30:21.868 --> 00:30:23.450
If you took payment ahead.

00:30:24.349 --> 00:30:25.790
One, it's a screening process.

00:30:25.810 --> 00:30:26.611
You're going to eliminate

00:30:26.651 --> 00:30:29.232
anybody who is maybe on the fence.

00:30:29.272 --> 00:30:31.354
Two, I think people,

00:30:31.453 --> 00:30:32.835
we don't do cancellation.

00:30:32.974 --> 00:30:34.256
I don't care if you no-show.

00:30:34.375 --> 00:30:36.356
I will schedule you three times.

00:30:36.737 --> 00:30:38.998
I built the system to withstand that.

00:30:40.058 --> 00:30:40.880
But it would seem like it

00:30:40.900 --> 00:30:41.880
would be a better option to

00:30:41.900 --> 00:30:44.141
just accept payment on scheduling.

00:30:44.842 --> 00:30:46.182
And then if you no-show,

00:30:46.442 --> 00:30:47.242
the payment's gone.

00:30:47.282 --> 00:30:47.762
It's ours.

00:30:48.203 --> 00:30:49.564
But I don't have to go back

00:30:49.644 --> 00:30:50.964
retroactively and charge a

00:30:51.005 --> 00:30:52.145
credit card if you no-show.

00:30:53.354 --> 00:30:55.454
So you're just to clarify.

00:30:55.474 --> 00:30:56.715
So you're saying you're

00:30:56.756 --> 00:30:58.395
suggesting for us to charge

00:30:58.415 --> 00:30:59.517
the credit card like twenty

00:30:59.537 --> 00:31:00.517
five hours before the visit.

00:31:00.577 --> 00:31:01.198
Is that what you're saying?

00:31:01.478 --> 00:31:01.998
Appointment.

00:31:02.077 --> 00:31:03.358
Why would you not pay when

00:31:03.378 --> 00:31:04.378
you book the appointment?

00:31:05.039 --> 00:31:07.020
And then you have a money back guarantee,

00:31:07.060 --> 00:31:07.421
you know,

00:31:07.461 --> 00:31:09.402
and if if for some reason they

00:31:09.442 --> 00:31:10.281
came and they weren't

00:31:10.321 --> 00:31:11.623
satisfied or something

00:31:11.643 --> 00:31:12.883
didn't go through on your end,

00:31:12.903 --> 00:31:14.084
you give them back the money.

00:31:14.604 --> 00:31:16.244
But the idea is you pay at

00:31:16.285 --> 00:31:17.586
the time of booking.

00:31:18.185 --> 00:31:19.286
And then if they no show

00:31:19.326 --> 00:31:20.747
that appointments already paid for it,

00:31:20.866 --> 00:31:22.448
like it's gone, you lost it.

00:31:24.865 --> 00:31:25.666
Uh, haven't done it.

00:31:25.686 --> 00:31:28.747
Uh, it's kind of,

00:31:28.767 --> 00:31:29.327
that's kind of like a

00:31:29.387 --> 00:31:30.288
middle ground between

00:31:30.367 --> 00:31:32.788
charging after or doing the

00:31:32.808 --> 00:31:33.769
evaluation and then

00:31:33.808 --> 00:31:35.509
pitching you like a eight

00:31:35.528 --> 00:31:36.650
visit package or whatever.

00:31:36.829 --> 00:31:38.789
Then, um, then I,

00:31:38.829 --> 00:31:40.310
then I have potentially if,

00:31:40.411 --> 00:31:41.530
if you put all the money down,

00:31:41.570 --> 00:31:42.290
then I have, you know,

00:31:42.351 --> 00:31:43.892
eight visits worth of cash upfront.

00:31:44.332 --> 00:31:46.092
Um, and then if you no show one of those,

00:31:46.112 --> 00:31:46.952
then of course you get,

00:31:47.173 --> 00:31:48.113
that just gets removed out

00:31:48.133 --> 00:31:48.792
of the package.

00:31:49.093 --> 00:31:50.634
You know, the, the digital punch card.

00:31:51.314 --> 00:31:51.354
Um,

00:31:51.433 --> 00:31:52.654
Um,

00:31:52.674 --> 00:31:53.836
the thing you're saying is kind of like

00:31:53.855 --> 00:31:55.498
in the middle, I just haven't done it.

00:31:55.518 --> 00:31:56.598
Uh, I like it.

00:31:56.858 --> 00:31:57.680
Of course I like it.

00:31:58.259 --> 00:31:59.541
Um, yeah.

00:31:59.801 --> 00:32:04.826
Once they book, uh, that could work.

00:32:04.905 --> 00:32:05.866
I just haven't done it.

00:32:06.448 --> 00:32:06.807
Jimmy.

00:32:06.827 --> 00:32:08.048
So it's like, it's like a, it's like a,

00:32:08.088 --> 00:32:09.069
it's like a, it's like a, it's like a,

00:32:09.150 --> 00:32:10.391
it's like a, it's like a, you know,

00:32:10.471 --> 00:32:12.053
it's effectively the same thing.

00:32:12.093 --> 00:32:12.894
What are your thoughts?

00:32:13.317 --> 00:32:15.238
Yeah, I would have no problem doing it.

00:32:15.258 --> 00:32:15.759
I mean,

00:32:15.858 --> 00:32:17.259
I'm thinking about I always try to

00:32:17.299 --> 00:32:18.259
like go for parallels.

00:32:18.279 --> 00:32:19.340
And I'm thinking when I book

00:32:19.361 --> 00:32:21.021
an appointment to get my hair cut,

00:32:21.642 --> 00:32:23.383
which is as infrequently as possible,

00:32:25.224 --> 00:32:26.404
I don't pay in advance.

00:32:26.444 --> 00:32:28.066
But it says there on the on

00:32:28.086 --> 00:32:30.107
the one page intake,

00:32:30.127 --> 00:32:31.769
which is just me scheduling myself.

00:32:32.308 --> 00:32:33.609
Hey, listen, if you don't show up,

00:32:34.329 --> 00:32:35.310
you're going to get billed for it.

00:32:35.510 --> 00:32:36.892
I have not shown up once.

00:32:36.912 --> 00:32:37.893
And he was like, don't worry about it.

00:32:38.593 --> 00:32:40.273
But it does do something to me.

00:32:40.294 --> 00:32:41.515
It's like, dude, I'm locking this up.

00:32:41.555 --> 00:32:42.115
This guy's going to be

00:32:42.155 --> 00:32:43.317
standing there for an hour.

00:32:43.616 --> 00:32:45.678
If I don't show up, I better show up.

00:32:45.998 --> 00:32:46.858
And I'm understanding I'm

00:32:46.898 --> 00:32:47.819
making that commitment.

00:32:48.160 --> 00:32:49.141
And I live in a town that's

00:32:49.280 --> 00:32:54.384
not economically advanced.

00:32:54.565 --> 00:32:55.786
There's no rich people in my town.

00:32:56.605 --> 00:32:57.406
But what he's trying to do

00:32:57.467 --> 00:32:58.227
is trying to make sure that

00:32:58.267 --> 00:32:59.587
he's not standing there three,

00:32:59.627 --> 00:33:00.368
four hours a day.

00:33:01.576 --> 00:33:03.017
I know we'll go back to paperwork,

00:33:03.037 --> 00:33:05.019
but just finishing this point,

00:33:05.778 --> 00:33:06.960
I think it's crafting the

00:33:07.000 --> 00:33:08.801
experience and the expectation.

00:33:08.862 --> 00:33:10.522
So if I book an appointment

00:33:11.144 --> 00:33:13.224
and I no show for that appointment,

00:33:13.365 --> 00:33:14.346
I didn't pay.

00:33:14.945 --> 00:33:16.508
Now I'm going to get penalized,

00:33:16.627 --> 00:33:17.848
which I kind of know I'm

00:33:17.868 --> 00:33:18.788
going to get penalized.

00:33:18.808 --> 00:33:19.430
But I think there's a

00:33:19.490 --> 00:33:21.672
subconscious response to that to be like,

00:33:22.112 --> 00:33:23.313
Dave is such a jerk.

00:33:23.373 --> 00:33:24.273
I can't believe it.

00:33:24.374 --> 00:33:25.555
I'm never going back.

00:33:25.615 --> 00:33:26.375
And you lose the entire thing.

00:33:27.496 --> 00:33:31.199
Whereas if I go into a restaurant, right,

00:33:31.278 --> 00:33:33.921
and this is a parallel, I order my meal,

00:33:34.020 --> 00:33:35.902
I eat my meal, I feel great,

00:33:35.981 --> 00:33:36.923
and then I pay the bill.

00:33:37.163 --> 00:33:38.022
That's typical.

00:33:38.463 --> 00:33:40.505
But if I buy something

00:33:40.565 --> 00:33:42.606
through an app at a fast food,

00:33:43.186 --> 00:33:45.709
I'm paying when I order the food,

00:33:46.409 --> 00:33:48.269
and then I go and I receive the food.

00:33:48.349 --> 00:33:50.372
If I book an appointment and

00:33:50.432 --> 00:33:52.133
I pay at the time of booking,

00:33:52.192 --> 00:33:53.554
that secures my appointment.

00:33:53.574 --> 00:33:55.174
That gives me guarantee that

00:33:55.214 --> 00:33:55.875
this is there.

00:33:56.635 --> 00:33:57.977
If something happens,

00:33:58.076 --> 00:33:59.438
I know I'll get a refund if

00:33:59.498 --> 00:34:00.617
the provider doesn't

00:34:00.678 --> 00:34:02.259
fulfill their commitment.

00:34:02.778 --> 00:34:05.500
But it's like now when I'm paid in,

00:34:05.560 --> 00:34:06.240
I'm vested.

00:34:06.662 --> 00:34:08.061
I'm more likely to attend

00:34:08.081 --> 00:34:10.344
that appointment to even if

00:34:10.443 --> 00:34:12.144
I didn't attend the appointment,

00:34:12.324 --> 00:34:13.105
I already paid.

00:34:13.224 --> 00:34:14.726
I already know that I lost that money.

00:34:14.766 --> 00:34:16.706
It's not really like I have

00:34:16.746 --> 00:34:18.268
this guilt feeling.

00:34:18.847 --> 00:34:20.289
I feel OK missing the

00:34:20.309 --> 00:34:20.889
appointment because I

00:34:20.909 --> 00:34:21.650
already paid for it.

00:34:22.710 --> 00:34:23.891
Whereas on the other side,

00:34:23.911 --> 00:34:25.632
when I'm paying retro or

00:34:25.672 --> 00:34:27.534
getting penalized for not showing,

00:34:27.594 --> 00:34:29.394
now it creates this sense of guilt.

00:34:29.434 --> 00:34:30.996
And I think that's why most people,

00:34:31.597 --> 00:34:32.557
they feel guilty.

00:34:32.577 --> 00:34:34.059
They feel bad and they feel

00:34:34.099 --> 00:34:36.240
ashamed and then they never come back.

00:34:36.780 --> 00:34:38.161
So it's just something to think about.

00:34:38.181 --> 00:34:41.023
I'm sorry.

00:34:41.505 --> 00:34:42.605
That's why Jimmy's barber

00:34:42.684 --> 00:34:43.786
let him slide on that one

00:34:43.826 --> 00:34:44.626
time because the barber

00:34:44.646 --> 00:34:45.347
wants him to continue to

00:34:45.367 --> 00:34:46.628
come back and he felt a little guilty,

00:34:46.668 --> 00:34:47.228
felt a little bad.

00:34:47.751 --> 00:34:48.652
And that's a standard.

00:34:48.672 --> 00:34:49.771
You know, everybody does that.

00:34:49.811 --> 00:34:51.052
We have this policy and then

00:34:51.072 --> 00:34:51.733
we're going to give you a

00:34:51.773 --> 00:34:53.155
freebie on the first one.

00:34:53.215 --> 00:34:53.695
And, you know,

00:34:53.715 --> 00:34:56.237
I owe him because he was

00:34:56.376 --> 00:34:58.378
back to the paperwork.

00:34:59.157 --> 00:35:00.239
Honest question for you.

00:35:00.259 --> 00:35:03.521
OK, so aside from the signature pages,

00:35:03.641 --> 00:35:05.943
are you getting past medical history?

00:35:06.003 --> 00:35:07.784
Are you getting questions answered?

00:35:07.824 --> 00:35:09.264
Like, when did this start?

00:35:09.364 --> 00:35:10.706
What's your medications?

00:35:10.826 --> 00:35:12.686
Any of that stuff?

00:35:12.907 --> 00:35:16.429
OK, so your paperwork is just signatures.

00:35:16.510 --> 00:35:16.869
Correct.

00:35:18.057 --> 00:35:19.260
So, I mean, that's not bad.

00:35:19.380 --> 00:35:19.539
Yeah,

00:35:19.599 --> 00:35:20.902
I definitely think you could condense

00:35:20.942 --> 00:35:23.264
it into one one single

00:35:23.304 --> 00:35:24.887
signature that covers that.

00:35:25.568 --> 00:35:28.652
But I just I know other Jimmy,

00:35:28.672 --> 00:35:29.893
you've taken your dad, I'm sure,

00:35:29.913 --> 00:35:30.713
to appointments.

00:35:30.753 --> 00:35:33.597
I'm sure you've had piles of paperwork.

00:35:33.617 --> 00:35:34.679
What's been your experience?

00:35:35.159 --> 00:35:35.920
Yeah, I mean,

00:35:36.039 --> 00:35:37.041
they're going to re-ask me

00:35:37.061 --> 00:35:38.260
those questions anyway.

00:35:39.101 --> 00:35:40.782
I have a degree in physical therapy,

00:35:40.882 --> 00:35:42.981
so I'm sort of educated and

00:35:43.021 --> 00:35:44.262
paid attention to most of the classes.

00:35:44.762 --> 00:35:45.563
But even then,

00:35:45.943 --> 00:35:46.943
I don't know how to answer

00:35:47.143 --> 00:35:47.643
or I don't really

00:35:47.664 --> 00:35:48.603
understand this question,

00:35:48.623 --> 00:35:49.764
so we're going to go through it anyway.

00:35:50.664 --> 00:35:51.885
It feels better when I make

00:35:51.925 --> 00:35:53.085
sure the answer is right.

00:35:53.144 --> 00:35:54.146
So why don't you ask me,

00:35:54.166 --> 00:35:55.286
and then I can ask a question.

00:35:55.306 --> 00:35:56.465
Then we get the right answer.

00:35:56.487 --> 00:35:57.887
Instead of me sitting there

00:35:58.027 --> 00:35:59.606
awkwardly answering these

00:35:59.626 --> 00:36:00.748
questions in a lobby,

00:36:01.860 --> 00:36:02.199
I mean,

00:36:02.800 --> 00:36:03.900
I thought I was here to get the

00:36:04.021 --> 00:36:05.661
answer and I thought you have expertise.

00:36:05.702 --> 00:36:07.123
Why am I doing your homework?

00:36:08.023 --> 00:36:08.784
It feels weird to me.

00:36:09.103 --> 00:36:10.224
It's always felt weird to me

00:36:10.264 --> 00:36:10.945
since I was a kid.

00:36:11.960 --> 00:36:12.400
Yeah.

00:36:12.460 --> 00:36:14.880
Because with the medical offices,

00:36:14.940 --> 00:36:16.501
it's easier for a bunch of

00:36:16.521 --> 00:36:17.282
patients to sit in the

00:36:17.322 --> 00:36:20.722
lobby to fill out an iPad or paperwork,

00:36:21.164 --> 00:36:21.784
and then they don't have to

00:36:21.824 --> 00:36:23.525
have medical assistance or

00:36:23.664 --> 00:36:26.485
any clinician asking you these questions.

00:36:26.525 --> 00:36:27.666
So I just, I don't know,

00:36:27.706 --> 00:36:29.266
part of the overwhelming

00:36:30.166 --> 00:36:31.108
burden with healthcare and

00:36:31.148 --> 00:36:32.047
information and

00:36:32.648 --> 00:36:35.409
documentation and liability.

00:36:36.449 --> 00:36:37.889
Are there any stakes if I

00:36:37.949 --> 00:36:39.710
put something incorrect on this form?

00:36:41.724 --> 00:36:42.565
I don't think anybody even

00:36:42.605 --> 00:36:43.686
looks at it half the time.

00:36:43.887 --> 00:36:44.186
Right.

00:36:44.246 --> 00:36:44.847
Like, that's my thing.

00:36:44.867 --> 00:36:45.628
There's no stakes.

00:36:45.668 --> 00:36:46.769
Then is this an illusion?

00:36:46.809 --> 00:36:48.030
Like I'm okay with illusion.

00:36:48.110 --> 00:36:49.793
Like I'll at least understand it.

00:36:50.094 --> 00:36:51.775
Is this an illusion of seriousness?

00:36:52.275 --> 00:36:54.398
Like, you know, seatbelts on airplanes.

00:36:54.438 --> 00:36:55.960
Like this is the illusion of safety,

00:36:56.019 --> 00:36:56.260
right?

00:36:56.280 --> 00:36:56.360
Yeah.

00:36:58.358 --> 00:36:58.599
All right.

00:36:58.659 --> 00:36:59.539
Now, so here,

00:36:59.719 --> 00:37:00.780
just like we talked about

00:37:00.840 --> 00:37:02.460
Dave's policy on, you know,

00:37:02.601 --> 00:37:04.041
charging somebody for a no

00:37:04.061 --> 00:37:06.603
show retroactive or after the fact,

00:37:07.103 --> 00:37:08.425
how can we turn this into a

00:37:08.485 --> 00:37:09.545
positive experience?

00:37:09.585 --> 00:37:10.726
How can we use something

00:37:10.786 --> 00:37:12.106
like this to our advantage?

00:37:12.688 --> 00:37:14.007
What is one of the number

00:37:14.148 --> 00:37:15.769
one complaints that you

00:37:15.869 --> 00:37:17.250
hear patients say about

00:37:17.530 --> 00:37:19.092
other therapy providers?

00:37:19.771 --> 00:37:21.293
One of them is I went to

00:37:21.333 --> 00:37:22.594
therapy and the therapist

00:37:22.634 --> 00:37:23.373
had his face in the

00:37:23.414 --> 00:37:24.394
computer the whole time.

00:37:25.175 --> 00:37:25.954
We've all heard that.

00:37:26.375 --> 00:37:27.856
So now we look at this and we say, okay,

00:37:28.335 --> 00:37:30.715
how can I use paperwork to my advantage?

00:37:30.755 --> 00:37:30.976
Well,

00:37:31.217 --> 00:37:32.456
let's just say I want to use a

00:37:32.516 --> 00:37:33.677
functional outcome measure,

00:37:33.737 --> 00:37:35.898
the lower extremity functional scale.

00:37:36.538 --> 00:37:38.717
I would never give that to a

00:37:38.759 --> 00:37:41.239
patient before we started the evaluation,

00:37:41.579 --> 00:37:41.898
ever.

00:37:42.539 --> 00:37:43.599
Patient comes to the door,

00:37:44.639 --> 00:37:45.900
we initiate the interview.

00:37:46.440 --> 00:37:48.320
My evaluation started before

00:37:48.360 --> 00:37:50.021
that patient ever walked in my clinic.

00:37:50.862 --> 00:37:52.282
I am collecting information.

00:37:53.487 --> 00:37:54.568
Can they get from the

00:37:54.608 --> 00:37:55.947
parking lot to my front door?

00:37:56.047 --> 00:37:56.248
Okay,

00:37:56.289 --> 00:37:57.708
I've got information about their

00:37:57.768 --> 00:37:58.250
mobility.

00:37:58.590 --> 00:37:59.929
Can they turn the handle?

00:37:59.969 --> 00:38:01.931
Can they come into my clinic?

00:38:01.951 --> 00:38:03.331
Can they push the door open?

00:38:03.371 --> 00:38:05.632
Can they stand at the reception area?

00:38:05.672 --> 00:38:07.074
Can they navigate

00:38:07.153 --> 00:38:08.474
cognitively getting the

00:38:08.534 --> 00:38:09.594
right insurance card and

00:38:09.614 --> 00:38:10.755
the right driver's license?

00:38:10.775 --> 00:38:11.976
Like all of these things are

00:38:12.036 --> 00:38:12.936
part of my initial

00:38:12.976 --> 00:38:14.697
evaluation before we've

00:38:14.856 --> 00:38:16.038
ever done anything.

00:38:16.697 --> 00:38:18.900
And then if I can hold on to

00:38:18.940 --> 00:38:20.864
that lower extremity functional scale,

00:38:21.425 --> 00:38:22.987
maybe I'm ten, fifteen,

00:38:23.027 --> 00:38:24.588
twenty minutes into working

00:38:24.628 --> 00:38:25.389
with the patient.

00:38:25.911 --> 00:38:27.552
Now I need a little bit of

00:38:27.612 --> 00:38:29.096
time to put this

00:38:29.155 --> 00:38:30.538
information into the computer.

00:38:31.239 --> 00:38:32.539
That's when I give them the form.

00:38:33.041 --> 00:38:35.302
Now I'm like, hey, here's a form.

00:38:35.322 --> 00:38:36.184
Your insurance company

00:38:36.244 --> 00:38:37.545
requires that I have you

00:38:37.585 --> 00:38:38.666
fill out this form.

00:38:38.706 --> 00:38:39.726
It's twenty questions.

00:38:39.766 --> 00:38:41.929
Just circle the score that applies to you.

00:38:42.389 --> 00:38:43.891
Answer it to the best of your ability.

00:38:43.971 --> 00:38:44.992
Don't overthink it.

00:38:45.012 --> 00:38:46.032
Just give me an answer.

00:38:47.634 --> 00:38:49.074
Now that patient has been

00:38:49.114 --> 00:38:51.577
tasked with something that

00:38:51.637 --> 00:38:53.278
gives me the freedom to sit

00:38:53.358 --> 00:38:54.940
at my computer for three

00:38:54.980 --> 00:38:56.722
minutes and do the evaluation,

00:38:56.981 --> 00:38:58.003
plug everything in.

00:38:59.384 --> 00:39:00.864
But the patient never feels

00:39:00.925 --> 00:39:02.365
ignored because the patient

00:39:02.425 --> 00:39:03.206
is doing something.

00:39:03.226 --> 00:39:04.327
It's just like a little kid.

00:39:04.748 --> 00:39:06.369
They're they're driving you crazy.

00:39:06.429 --> 00:39:07.269
It's summer break.

00:39:07.309 --> 00:39:08.731
You give them something to do.

00:39:09.170 --> 00:39:10.552
It keeps them busy so you

00:39:10.572 --> 00:39:11.773
can go do what you need to do.

00:39:12.054 --> 00:39:12.293
You know,

00:39:13.454 --> 00:39:15.096
I think that's a way to turn this

00:39:15.195 --> 00:39:16.536
negative into a positive.

00:39:16.777 --> 00:39:17.717
What are you guys thinking?

00:39:19.516 --> 00:39:20.938
Yeah, I look for, like you said,

00:39:21.277 --> 00:39:22.539
what are the biggest complaints?

00:39:22.559 --> 00:39:23.880
What are the biggest objections?

00:39:24.440 --> 00:39:25.802
Make the invisible visible.

00:39:25.961 --> 00:39:27.163
Make the visible invisible.

00:39:27.222 --> 00:39:28.023
Make the hard easy.

00:39:29.795 --> 00:39:31.476
So take a listen, right?

00:39:31.556 --> 00:39:32.657
Not being able to get

00:39:32.697 --> 00:39:33.697
scheduled when I want.

00:39:33.777 --> 00:39:34.518
If that's an issue,

00:39:34.818 --> 00:39:35.940
have them self-schedule.

00:39:36.179 --> 00:39:37.701
It's twenty twenty four.

00:39:38.202 --> 00:39:38.862
If you're not willing to

00:39:38.902 --> 00:39:41.864
invest in closing or removing objections,

00:39:42.264 --> 00:39:43.186
that's one of them before

00:39:43.206 --> 00:39:44.146
they ever get to you.

00:39:44.686 --> 00:39:46.307
So I would sit there and do

00:39:46.327 --> 00:39:47.528
what Tony suggested in

00:39:47.568 --> 00:39:49.371
terms of recording your phone calls.

00:39:49.911 --> 00:39:50.552
I'm telling you,

00:39:50.612 --> 00:39:51.713
you listening to yourself.

00:39:52.233 --> 00:39:53.233
talking to someone on the

00:39:53.253 --> 00:39:54.253
phone about booking at your

00:39:54.273 --> 00:39:56.054
clinic will be the most uncomfortable,

00:39:56.114 --> 00:39:57.355
twenty minutes of your day.

00:39:57.875 --> 00:39:59.596
And we did it twice a week,

00:39:59.856 --> 00:40:01.175
every week in radio,

00:40:01.275 --> 00:40:02.836
and it sucked and it never got better.

00:40:03.197 --> 00:40:04.476
Even when I became the boss,

00:40:04.597 --> 00:40:05.498
I didn't like doing it.

00:40:05.737 --> 00:40:07.358
But it was the one singular

00:40:07.398 --> 00:40:08.938
thing that made us better on air.

00:40:09.278 --> 00:40:10.139
And I'm telling you,

00:40:10.880 --> 00:40:11.780
this will make you better.

00:40:11.840 --> 00:40:12.880
And it's necessary.

00:40:13.119 --> 00:40:15.001
It was nowhere in the school syllabus.

00:40:15.181 --> 00:40:16.061
It's necessary.

00:40:16.442 --> 00:40:18.342
So if you're so great,

00:40:18.382 --> 00:40:19.463
stop telling me how great

00:40:19.503 --> 00:40:20.182
you are at this.

00:40:21.307 --> 00:40:22.148
Dave comes to you.

00:40:22.208 --> 00:40:22.829
It's the ultimate

00:40:22.869 --> 00:40:24.730
flexibility flex in New York City.

00:40:25.190 --> 00:40:27.070
But that's the complaint in New York City.

00:40:27.090 --> 00:40:28.012
There's nowhere to park.

00:40:28.052 --> 00:40:29.092
It's terribly expensive.

00:40:29.391 --> 00:40:30.773
We come to you.

00:40:31.032 --> 00:40:31.833
Where do you want me to show

00:40:31.914 --> 00:40:33.775
up and when is good for you?

00:40:33.894 --> 00:40:35.096
That to me would be higher

00:40:35.135 --> 00:40:37.036
on my script than how much does it cost.

00:40:37.867 --> 00:40:38.086
Right.

00:40:38.146 --> 00:40:39.688
First, explain what we're doing here.

00:40:40.188 --> 00:40:41.088
Then I'll understand.

00:40:41.347 --> 00:40:42.449
Then I'll be like, got it.

00:40:42.469 --> 00:40:43.329
So you're coming to me.

00:40:43.509 --> 00:40:44.869
I understand that getting a pizza,

00:40:45.409 --> 00:40:46.590
getting off my ass and

00:40:46.630 --> 00:40:48.190
going down the street or

00:40:48.250 --> 00:40:49.871
getting it delivered to my front door.

00:40:50.291 --> 00:40:52.632
I understand why that one costs more.

00:40:53.231 --> 00:40:54.152
And I have less of an

00:40:54.532 --> 00:40:55.572
objection to it because I

00:40:55.733 --> 00:40:56.753
understand they understand

00:40:56.773 --> 00:40:57.634
what the problem was.

00:40:58.414 --> 00:40:59.594
But then there's companies

00:40:59.614 --> 00:41:01.014
that take Medicare Part B

00:41:01.074 --> 00:41:02.014
or Luna or whatever.

00:41:02.394 --> 00:41:02.775
Yeah.

00:41:06.380 --> 00:41:07.239
Those people are going to

00:41:07.260 --> 00:41:09.340
find reasons to say no to you, right?

00:41:09.721 --> 00:41:10.121
Correct.

00:41:10.581 --> 00:41:10.860
Great.

00:41:11.840 --> 00:41:12.141
Good.

00:41:13.222 --> 00:41:13.581
Right.

00:41:13.621 --> 00:41:14.362
We filter them out.

00:41:14.521 --> 00:41:14.942
Exactly.

00:41:15.202 --> 00:41:15.521
Yes.

00:41:16.402 --> 00:41:18.123
But filter them out at the end.

00:41:18.143 --> 00:41:19.422
Like, this is what it costs.

00:41:19.862 --> 00:41:21.123
Or I don't know what this is

00:41:21.143 --> 00:41:21.704
going to cost because

00:41:21.724 --> 00:41:22.543
there's two options.

00:41:23.523 --> 00:41:25.164
It's you self pay or insurance.

00:41:25.344 --> 00:41:26.244
I'm going to get back to you

00:41:26.264 --> 00:41:27.465
within twenty four hours to

00:41:27.505 --> 00:41:28.405
tell you what it costs.

00:41:28.425 --> 00:41:29.385
Does that sound all right with you?

00:41:30.766 --> 00:41:31.126
Yes.

00:41:31.326 --> 00:41:31.925
Fantastic.

00:41:32.085 --> 00:41:33.606
And then build that into your process.

00:41:34.996 --> 00:41:35.918
But to me,

00:41:35.938 --> 00:41:37.199
it sounds like every time like

00:41:37.219 --> 00:41:38.739
you're going for like, well,

00:41:38.820 --> 00:41:40.201
we do this because you have

00:41:40.221 --> 00:41:41.601
to understand like, nope,

00:41:42.161 --> 00:41:43.983
it's going to either be this or this.

00:41:44.023 --> 00:41:44.603
And I'm going to tell you

00:41:44.623 --> 00:41:46.003
within twenty four hours what it costs.

00:41:46.043 --> 00:41:47.666
Is that all right?

00:41:47.706 --> 00:41:48.905
So I want to push my other

00:41:48.945 --> 00:41:51.088
topic profits over patients

00:41:51.108 --> 00:41:52.648
to Thursday because I want

00:41:52.668 --> 00:41:54.690
to talk about Dave's last topic,

00:41:54.849 --> 00:41:56.672
which was the question that came in,

00:41:56.891 --> 00:41:57.791
I think, last week.

00:41:58.213 --> 00:41:59.373
I don't remember the question.

00:41:59.452 --> 00:42:01.335
So, Dave, what do you remember?

00:42:02.692 --> 00:42:03.813
Yeah, Christine Carnegie,

00:42:04.373 --> 00:42:05.313
it was something around,

00:42:05.934 --> 00:42:06.735
her question was she's

00:42:06.775 --> 00:42:07.835
doing like a mobile

00:42:07.856 --> 00:42:10.057
concierge home visit side hustle.

00:42:10.137 --> 00:42:11.079
And she was asking about

00:42:11.139 --> 00:42:12.280
like the patient experience,

00:42:12.300 --> 00:42:13.780
whether it was like playing

00:42:13.860 --> 00:42:15.442
some music that the patient likes.

00:42:15.481 --> 00:42:16.123
It wasn't that part of the

00:42:16.163 --> 00:42:17.903
question or kind of like,

00:42:18.164 --> 00:42:19.025
how do you enhance the

00:42:19.065 --> 00:42:19.945
patient experience?

00:42:21.545 --> 00:42:22.186
Um, I I've actually,

00:42:22.246 --> 00:42:23.027
I've done some of that.

00:42:23.106 --> 00:42:23.827
I've done some of that with

00:42:23.867 --> 00:42:25.347
some patients who might've

00:42:25.427 --> 00:42:27.027
had like pre dementia

00:42:27.108 --> 00:42:29.608
Alzheimer's where we were like, Hey,

00:42:29.628 --> 00:42:31.608
let's put on some Frank Sinatra because I,

00:42:31.768 --> 00:42:32.869
you know, you hear from the family,

00:42:32.909 --> 00:42:34.088
like Frank Sinatra was

00:42:34.108 --> 00:42:35.210
their favorite and that

00:42:35.230 --> 00:42:36.269
might stimulate some

00:42:36.630 --> 00:42:37.869
movement or some memories

00:42:37.909 --> 00:42:39.771
or some cognition or, or whatever.

00:42:40.431 --> 00:42:40.550
Um,

00:42:40.630 --> 00:42:42.172
and then maybe that'll help facilitate

00:42:42.192 --> 00:42:43.612
or make for a better therapy visit.

00:42:44.012 --> 00:42:45.092
I've done some of that.

00:42:45.132 --> 00:42:46.012
I've done a little bit of that.

00:42:46.753 --> 00:42:46.873
Um,

00:42:48.003 --> 00:42:48.985
In terms of the ultimate

00:42:49.405 --> 00:42:50.326
patient experience,

00:42:52.027 --> 00:42:55.550
the one thing that we try to do is, again,

00:42:55.570 --> 00:42:56.291
like I mentioned on the

00:42:56.692 --> 00:42:57.753
sales role play with Tony,

00:42:58.373 --> 00:43:00.376
I want to ask why now?

00:43:02.237 --> 00:43:03.639
If someone is sixty, seventy,

00:43:03.719 --> 00:43:04.378
eighty years old,

00:43:05.376 --> 00:43:06.056
assuming that they're

00:43:06.097 --> 00:43:06.878
scheduling it they're

00:43:06.918 --> 00:43:08.018
calling us they're they're

00:43:08.099 --> 00:43:09.981
they want us to come why

00:43:10.021 --> 00:43:11.442
now why is this important

00:43:11.461 --> 00:43:12.503
to you they don't care

00:43:12.523 --> 00:43:13.905
about physical therapy they

00:43:13.945 --> 00:43:14.965
care about themselves they

00:43:14.985 --> 00:43:16.206
want to be able to do the

00:43:16.226 --> 00:43:17.327
things they want to do go

00:43:17.347 --> 00:43:18.389
to the grocery store walk

00:43:18.429 --> 00:43:19.951
on the beach pick up their

00:43:19.971 --> 00:43:21.692
grandchildren go travel to

00:43:21.972 --> 00:43:23.673
europe or wherever like

00:43:23.733 --> 00:43:25.695
whatever they want to do we

00:43:25.755 --> 00:43:27.898
re we reiterate those things

00:43:28.599 --> 00:43:29.259
All the time.

00:43:29.318 --> 00:43:30.400
So let's just pick one thing.

00:43:31.219 --> 00:43:32.199
Let's say we have a client

00:43:32.239 --> 00:43:35.961
who in eight weeks is we

00:43:35.981 --> 00:43:36.541
had this recently.

00:43:36.561 --> 00:43:38.663
We had a client who was

00:43:38.722 --> 00:43:39.822
going back to Stanford

00:43:39.882 --> 00:43:40.864
University for like an

00:43:40.884 --> 00:43:43.465
alumni weekend or whatever.

00:43:45.952 --> 00:43:46.974
For two or three months,

00:43:47.353 --> 00:43:49.094
that was all my therapist

00:43:49.135 --> 00:43:51.155
was saying to the patient.

00:43:51.195 --> 00:43:53.476
So it would be like, hey, we're doing this,

00:43:53.496 --> 00:43:54.018
we're doing this,

00:43:54.057 --> 00:43:55.097
we're doing these step ups,

00:43:55.117 --> 00:43:56.798
we're doing this tandem walk, whatever.

00:43:57.179 --> 00:43:59.101
We're doing these things to

00:43:59.141 --> 00:44:01.121
get your legs stronger, more balanced,

00:44:01.161 --> 00:44:02.882
more confidence, more stability.

00:44:03.802 --> 00:44:04.643
So that you can be

00:44:04.764 --> 00:44:06.666
independent at the Stanford

00:44:06.706 --> 00:44:07.626
reunion because you said

00:44:07.646 --> 00:44:09.548
you want to do it even without a cane.

00:44:10.208 --> 00:44:11.971
And when we started, you were on a walker.

00:44:12.592 --> 00:44:13.333
Then you're on a cane,

00:44:13.353 --> 00:44:13.992
but you don't want to have

00:44:14.012 --> 00:44:15.213
a cane at the reunion

00:44:15.253 --> 00:44:16.074
because you want to look

00:44:16.936 --> 00:44:17.976
like you have longevity,

00:44:18.036 --> 00:44:19.579
like you have independence,

00:44:19.619 --> 00:44:21.320
like you're not a burden on your husband.

00:44:22.001 --> 00:44:23.242
And so my therapists are

00:44:23.282 --> 00:44:24.744
trained to continue to talk

00:44:24.764 --> 00:44:26.846
about those emotional triggers and

00:44:27.208 --> 00:44:28.608
and break down the therapy

00:44:28.648 --> 00:44:31.469
visit we're doing xyz to

00:44:31.528 --> 00:44:32.889
eventually build you up

00:44:33.110 --> 00:44:33.909
because we're shooting for

00:44:33.929 --> 00:44:34.989
this goal and the goal is

00:44:35.010 --> 00:44:38.050
what they really care about

00:44:38.110 --> 00:44:39.951
yeah christy was on earlier

00:44:40.090 --> 00:44:41.072
I don't know if she's still

00:44:41.132 --> 00:44:42.431
on I'm trying to go back

00:44:43.331 --> 00:44:45.072
but I hate the way linkedin

00:44:45.373 --> 00:44:48.012
organizes past posts it's

00:44:48.052 --> 00:44:48.833
christy I've been saying

00:44:48.853 --> 00:44:50.454
christine I'm sorry christy christy

00:44:53.728 --> 00:44:55.389
Real quick, as a complete sidebar,

00:44:55.409 --> 00:44:56.389
I want to put this on the screen.

00:44:56.429 --> 00:44:59.090
So Jesse B, thank you for your comment.

00:45:00.010 --> 00:45:02.452
They were mentioning about cash practices.

00:45:02.833 --> 00:45:04.753
The only issue with the cash practice,

00:45:04.954 --> 00:45:05.273
I'm sorry,

00:45:05.313 --> 00:45:07.175
with the packages across the US

00:45:07.556 --> 00:45:09.536
is most therapists will use

00:45:09.556 --> 00:45:11.237
these packages as a way to

00:45:11.257 --> 00:45:13.818
get the patient to say yes

00:45:13.858 --> 00:45:15.760
to it via a discount.

00:45:16.320 --> 00:45:17.561
So that's why we don't do packages.

00:45:18.521 --> 00:45:18.842
Of course,

00:45:18.862 --> 00:45:19.842
we have some patients that come

00:45:19.882 --> 00:45:21.003
in for one or two visits

00:45:21.664 --> 00:45:23.025
and maybe I could have

00:45:23.304 --> 00:45:24.405
tried to get someone hooked

00:45:24.485 --> 00:45:25.646
on an eight or ten or

00:45:25.706 --> 00:45:26.567
twenty visit package.

00:45:27.286 --> 00:45:29.469
The challenge with this is most providers,

00:45:29.509 --> 00:45:30.568
let's say they charge two

00:45:30.588 --> 00:45:31.630
hundred fifty dollars a visit,

00:45:32.250 --> 00:45:33.331
but they'll sell a package

00:45:33.731 --> 00:45:35.251
and it turns out like, you know,

00:45:35.271 --> 00:45:36.213
it's like a two hundred

00:45:36.233 --> 00:45:37.393
dollar per visit package

00:45:37.434 --> 00:45:39.054
for eight or ten or whatever.

00:45:39.094 --> 00:45:40.635
So they get more cash flow up front.

00:45:40.996 --> 00:45:43.217
But then per interaction per

00:45:43.297 --> 00:45:45.978
visit is now discounted, which

00:45:46.579 --> 00:45:48.221
they most most practice

00:45:48.240 --> 00:45:49.083
owners are fine with.

00:45:49.483 --> 00:45:50.043
I just don't like the

00:45:50.063 --> 00:45:52.748
packages because most will

00:45:52.788 --> 00:45:54.108
rely on a discount to get

00:45:54.148 --> 00:45:55.291
someone to say yes to a package.

00:45:55.331 --> 00:45:57.313
So that's my commentary on packages.

00:45:57.958 --> 00:46:00.179
And I would follow up to that to say,

00:46:00.719 --> 00:46:02.481
if you're gonna go that route,

00:46:02.922 --> 00:46:04.384
then design the pricing and

00:46:04.423 --> 00:46:05.844
the business for a package.

00:46:06.826 --> 00:46:08.306
So if you know your base

00:46:08.327 --> 00:46:10.309
price is two hundred dollars a session,

00:46:10.849 --> 00:46:12.489
don't offer a package of

00:46:12.590 --> 00:46:15.992
ten for that price per

00:46:16.032 --> 00:46:17.355
session with a discount.

00:46:18.034 --> 00:46:19.956
inflate that price.

00:46:20.177 --> 00:46:21.719
So if somebody buys a single,

00:46:22.298 --> 00:46:24.360
it's three hundred or two fifty.

00:46:24.740 --> 00:46:26.282
But if they buy a package,

00:46:26.762 --> 00:46:29.204
it works out to two hundred per session.

00:46:29.244 --> 00:46:30.967
You have to increase that.

00:46:31.327 --> 00:46:32.367
You also have to understand

00:46:32.467 --> 00:46:33.668
what what is the whole

00:46:33.730 --> 00:46:35.050
purpose of a package, really?

00:46:35.251 --> 00:46:35.992
Like Dave said,

00:46:36.431 --> 00:46:37.753
it's to get the money up front.

00:46:37.813 --> 00:46:38.554
What are you going to do

00:46:38.574 --> 00:46:39.594
with that money up front?

00:46:39.655 --> 00:46:41.476
If you need that money to run ads,

00:46:41.496 --> 00:46:43.579
to drive more referrals, to bring in more

00:46:44.039 --> 00:46:45.519
Customers, awesome.

00:46:45.539 --> 00:46:46.300
It's an investment.

00:46:46.340 --> 00:46:47.902
You're paying a price.

00:46:48.481 --> 00:46:50.083
You're effectively taking a

00:46:50.143 --> 00:46:51.485
high interest loan to get

00:46:51.525 --> 00:46:52.565
that money up front.

00:46:53.885 --> 00:46:55.728
When I was doing a lot of this,

00:46:55.927 --> 00:46:57.768
instead of... I used to sell.

00:46:57.969 --> 00:46:58.710
Ten sessions,

00:46:58.730 --> 00:47:00.110
you get a ten percent discount.

00:47:00.231 --> 00:47:00.911
I hated that.

00:47:01.751 --> 00:47:03.313
Patients would tend to save

00:47:03.373 --> 00:47:05.235
those visits for down the

00:47:05.295 --> 00:47:06.695
road when it really wasn't

00:47:06.735 --> 00:47:08.056
helping them or me.

00:47:08.637 --> 00:47:10.739
So what I would do is I would just say,

00:47:10.878 --> 00:47:11.079
hey...

00:47:11.940 --> 00:47:13.400
Let's do a six week program.

00:47:13.900 --> 00:47:15.362
I would charge a flat fee

00:47:15.402 --> 00:47:16.782
for the six week program.

00:47:16.942 --> 00:47:18.262
I would say it includes this

00:47:18.302 --> 00:47:19.103
many sessions.

00:47:19.483 --> 00:47:20.643
If you don't use the sessions,

00:47:20.664 --> 00:47:21.284
you lose them.

00:47:21.324 --> 00:47:23.405
But I am selling a six week

00:47:23.445 --> 00:47:24.746
plan of care based on the

00:47:24.786 --> 00:47:27.047
condition and the evaluation, you know,

00:47:27.166 --> 00:47:28.307
rather than saying I'm

00:47:28.367 --> 00:47:30.568
selling ten sessions for

00:47:30.708 --> 00:47:31.768
two hundred dollars and you

00:47:31.789 --> 00:47:33.130
get an extra session for free.

00:47:33.150 --> 00:47:34.590
Love that.

00:47:37.161 --> 00:47:38.083
Back to Christie though.

00:47:38.543 --> 00:47:39.605
So, gosh,

00:47:39.625 --> 00:47:41.186
I wish I could find the original comment.

00:47:42.027 --> 00:47:42.286
You know,

00:47:42.507 --> 00:47:44.889
talking about improving the experience,

00:47:44.909 --> 00:47:45.710
like we talked about the

00:47:45.751 --> 00:47:47.172
red napkin last week.

00:47:47.211 --> 00:47:48.452
If you guys don't remember that,

00:47:48.532 --> 00:47:50.596
go watch Thursday's visit.

00:47:51.516 --> 00:47:52.436
Some of the things that I've

00:47:52.456 --> 00:47:53.818
shared publicly, you know,

00:47:54.018 --> 00:47:55.561
so I have a physical therapy clinic,

00:47:55.601 --> 00:47:56.681
I'm not doing mobile.

00:47:57.181 --> 00:47:58.322
But we even talked about

00:47:58.523 --> 00:47:59.965
baking cookies in the clinic.

00:48:00.206 --> 00:48:01.726
It's an old real estate trick,

00:48:01.746 --> 00:48:03.048
but the idea is you put in

00:48:03.088 --> 00:48:04.329
a batch of cookies,

00:48:04.710 --> 00:48:06.012
you bake those cookies,

00:48:06.052 --> 00:48:07.974
the smell triggers a

00:48:08.034 --> 00:48:09.635
response in the brain that

00:48:09.695 --> 00:48:11.577
gives you that sense of well-being,

00:48:11.597 --> 00:48:13.681
makes you feel good, makes it enjoyable.

00:48:14.260 --> 00:48:15.222
One of the things that I do

00:48:15.262 --> 00:48:17.384
is I make sure even if I

00:48:17.463 --> 00:48:18.664
wasn't getting paid,

00:48:18.764 --> 00:48:19.686
I would make sure I have

00:48:19.826 --> 00:48:21.286
other patients in the clinic.

00:48:21.347 --> 00:48:22.547
Nobody wants to walk into an

00:48:22.588 --> 00:48:23.469
empty restaurant.

00:48:23.929 --> 00:48:25.110
I don't want anybody walking

00:48:25.170 --> 00:48:26.211
into an empty clinic.

00:48:26.632 --> 00:48:28.554
So I'll have patients that

00:48:28.594 --> 00:48:30.655
are just they've been discharged,

00:48:30.695 --> 00:48:32.396
but they're great socially.

00:48:32.456 --> 00:48:33.998
They connect with other people.

00:48:34.059 --> 00:48:35.119
They build the community.

00:48:35.760 --> 00:48:38.121
Even if they're on, quote, scholarship,

00:48:38.380 --> 00:48:39.362
they're coming in two or

00:48:39.382 --> 00:48:40.461
three days a week just to

00:48:40.481 --> 00:48:41.762
hang out and socialize.

00:48:41.782 --> 00:48:43.264
We take patient volunteers

00:48:43.724 --> 00:48:44.563
who are looking for

00:48:44.623 --> 00:48:45.864
something to do so that

00:48:45.925 --> 00:48:48.206
there are other humans in the clinic.

00:48:48.266 --> 00:48:50.246
And last week I said, look, you know,

00:48:50.447 --> 00:48:53.068
I will introduce those new

00:48:53.088 --> 00:48:56.190
patients to existing or past patients.

00:48:56.690 --> 00:48:59.090
so that they can sell the

00:48:59.130 --> 00:49:00.871
service and build a relationship for me,

00:49:00.891 --> 00:49:01.592
like all of that.

00:49:01.632 --> 00:49:03.751
Now, in a mobile setting, you're like,

00:49:03.771 --> 00:49:04.052
all right,

00:49:04.072 --> 00:49:04.731
I'm going to get some

00:49:04.791 --> 00:49:06.652
pizza-smelling cologne and wear it.

00:49:06.713 --> 00:49:07.052
I don't know.

00:49:07.492 --> 00:49:09.494
You do something to improve,

00:49:09.853 --> 00:49:11.974
bring smell in, bring sound in,

00:49:12.034 --> 00:49:13.155
bring those emotional

00:49:13.235 --> 00:49:16.215
triggers to really have impact.

00:49:17.507 --> 00:49:18.748
I have something else for

00:49:18.788 --> 00:49:19.668
Christy with the whole

00:49:19.688 --> 00:49:20.568
patient experience thing.

00:49:20.628 --> 00:49:22.969
So we kind of have a little

00:49:22.989 --> 00:49:24.231
bit of a spectrum in terms

00:49:24.271 --> 00:49:26.373
of different clientele.

00:49:26.393 --> 00:49:26.972
For example,

00:49:27.492 --> 00:49:29.614
on the orthopedic busy professional side,

00:49:30.474 --> 00:49:31.695
they have knee pain, back pain,

00:49:32.096 --> 00:49:32.576
neck pain.

00:49:33.856 --> 00:49:37.019
They are sometimes not necessarily rude,

00:49:37.059 --> 00:49:38.501
but they're like, they could be curt.

00:49:38.760 --> 00:49:40.461
They could be kind of, you know,

00:49:40.543 --> 00:49:42.184
right down to like, they just,

00:49:42.804 --> 00:49:43.844
they want to do the therapy,

00:49:43.905 --> 00:49:44.726
but they're not like,

00:49:44.945 --> 00:49:46.427
there's not a lot of warmth, right?

00:49:46.447 --> 00:49:47.588
So those folks, like,

00:49:48.009 --> 00:49:49.469
that's one type of

00:49:49.510 --> 00:49:50.230
clientele that we have.

00:49:50.250 --> 00:49:51.490
But then the other clientele, like,

00:49:53.492 --> 00:49:54.393
maybe they live alone,

00:49:54.534 --> 00:49:55.614
maybe they're a little lonely.

00:49:56.155 --> 00:49:58.036
And like over the years,

00:49:58.056 --> 00:49:58.775
like I'm trying to leave

00:49:58.795 --> 00:49:59.697
for my next patient and

00:49:59.717 --> 00:50:00.777
they're offering me, you know,

00:50:00.817 --> 00:50:02.818
coffee or tea or food or

00:50:02.878 --> 00:50:03.878
lunch or whatever.

00:50:04.480 --> 00:50:05.119
Um,

00:50:05.199 --> 00:50:06.601
and so what I've done is for those

00:50:06.641 --> 00:50:09.563
clients, like the order pizza, whatever,

00:50:09.583 --> 00:50:10.163
like all this stuff.

00:50:10.202 --> 00:50:11.043
And sometimes it, it,

00:50:11.684 --> 00:50:13.085
it slows me down in my day,

00:50:13.105 --> 00:50:14.766
but the times where I have extra time,

00:50:15.206 --> 00:50:16.527
I would stay, I've done this for

00:50:17.726 --> 00:50:20.047
over five, six, seven something years of,

00:50:20.208 --> 00:50:21.268
of doing this with the

00:50:21.387 --> 00:50:23.027
certain clientele who need

00:50:23.047 --> 00:50:23.728
the extra time.

00:50:23.929 --> 00:50:25.969
Or, um, if they, you know,

00:50:26.208 --> 00:50:26.949
they have a pizza place

00:50:26.989 --> 00:50:28.889
nearby and for months they

00:50:28.909 --> 00:50:29.889
were buying me pizza.

00:50:30.630 --> 00:50:32.190
I will go pick up some pizza

00:50:32.670 --> 00:50:33.451
on my way there.

00:50:33.710 --> 00:50:34.471
They don't even know it.

00:50:34.590 --> 00:50:36.371
I come in with it and it's like,

00:50:36.731 --> 00:50:37.431
it's a big, um,

00:50:38.300 --> 00:50:39.702
surprise for them.

00:50:39.802 --> 00:50:40.583
They're surprised.

00:50:40.623 --> 00:50:41.864
And they're like happy that

00:50:41.905 --> 00:50:43.246
I'm bringing something because it's a,

00:50:43.586 --> 00:50:45.449
it's something that they didn't expect,

00:50:45.630 --> 00:50:47.192
even though it's a simple, you know,

00:50:47.211 --> 00:50:48.193
a couple of slices of pizza

00:50:48.213 --> 00:50:49.094
from across the street.

00:50:49.715 --> 00:50:50.856
Those are the things, Christy,

00:50:50.876 --> 00:50:52.398
that I'm sure you would do anyway.

00:50:53.019 --> 00:50:53.119
Um,

00:50:53.460 --> 00:50:53.880
For us,

00:50:53.940 --> 00:50:55.302
it's like we only would do it with

00:50:55.342 --> 00:50:56.784
the one side of the clientele.

00:50:57.025 --> 00:50:58.346
For all of our clientele, though,

00:50:58.666 --> 00:50:59.608
with the holidays,

00:50:59.668 --> 00:51:02.210
with like around Christmas, New Year's,

00:51:02.251 --> 00:51:02.972
Thanksgiving, whatever,

00:51:03.012 --> 00:51:04.092
we're sending out cards.

00:51:04.434 --> 00:51:05.375
We're sending out pictures

00:51:05.454 --> 00:51:06.356
of like the family.

00:51:06.735 --> 00:51:07.436
Now this year it's going to

00:51:07.476 --> 00:51:08.217
be with our son.

00:51:09.039 --> 00:51:10.742
and it's like low branding

00:51:10.961 --> 00:51:12.505
low like business branding

00:51:12.545 --> 00:51:13.385
and it's more of like

00:51:13.445 --> 00:51:14.688
relational like here's us

00:51:15.068 --> 00:51:16.070
with a couple pictures like

00:51:16.110 --> 00:51:17.452
in france or germany or

00:51:17.492 --> 00:51:18.614
like wherever we went we

00:51:18.653 --> 00:51:19.576
send that to everyone and

00:51:19.655 --> 00:51:21.418
that gets great response

00:51:21.438 --> 00:51:22.340
we'll have patients that

00:51:22.380 --> 00:51:23.762
haven't hit us up and told the

00:51:25.103 --> 00:51:26.806
months and they'll text us like, hey,

00:51:26.846 --> 00:51:28.847
we got your holiday card

00:51:29.367 --> 00:51:30.108
and you guys look great.

00:51:30.128 --> 00:51:31.009
You look healthy, whatever.

00:51:31.088 --> 00:51:31.969
And it's more about the

00:51:32.010 --> 00:51:33.931
relationship and then less

00:51:33.972 --> 00:51:36.634
about the business and the practice name.

00:51:36.713 --> 00:51:37.755
And if they want to contact

00:51:37.775 --> 00:51:39.876
you to reactivate, they'll do so.

00:51:39.936 --> 00:51:40.936
It's a subtle reminder.

00:51:40.996 --> 00:51:42.237
It's part of the relation

00:51:42.378 --> 00:51:44.000
part and less about the business part.

00:51:45.221 --> 00:51:45.541
Yeah,

00:51:46.461 --> 00:51:47.902
I saw a great post as I sit here and

00:51:47.943 --> 00:51:48.242
listen.

00:51:48.362 --> 00:51:49.483
I tried to listen a lot more

00:51:49.543 --> 00:51:50.445
today than I talked.

00:51:50.465 --> 00:51:51.465
I don't know if you noticed that.

00:51:52.469 --> 00:51:53.610
saw a great post and the

00:51:53.630 --> 00:51:54.429
woman was talking about

00:51:54.489 --> 00:51:56.391
artificial intelligence and

00:51:56.431 --> 00:51:57.672
what she was saying was I

00:51:57.692 --> 00:51:59.833
don't want ai to do any

00:51:59.914 --> 00:52:01.934
writing or create art or

00:52:01.974 --> 00:52:04.056
music for me I want ai to

00:52:04.096 --> 00:52:05.737
do my laundry and my taxes

00:52:06.077 --> 00:52:07.797
so I can write and create

00:52:07.938 --> 00:52:10.340
art and make music and I

00:52:10.420 --> 00:52:11.800
think that there's a space

00:52:11.820 --> 00:52:13.101
in the middle that we can

00:52:13.161 --> 00:52:14.141
create the things that

00:52:14.161 --> 00:52:15.003
we're talking about because

00:52:15.023 --> 00:52:15.882
we started talking about

00:52:15.983 --> 00:52:17.784
patient intake forms and

00:52:17.824 --> 00:52:19.224
how to e-sign things and

00:52:19.244 --> 00:52:20.126
how to self-schedule

00:52:21.835 --> 00:52:23.378
I think we should plan to

00:52:23.438 --> 00:52:26.001
processize all the things

00:52:26.202 --> 00:52:28.246
that are not the reason we're here.

00:52:28.686 --> 00:52:29.827
Because Dave's talking about

00:52:29.947 --> 00:52:32.052
understanding what lights

00:52:32.112 --> 00:52:34.034
up an individual, that's not scalable.

00:52:34.737 --> 00:52:34.978
Good.

00:52:35.318 --> 00:52:36.498
Scale all the other things.

00:52:37.059 --> 00:52:38.360
Make your intake process as

00:52:38.420 --> 00:52:39.460
smooth as possible.

00:52:39.960 --> 00:52:40.762
Understand.

00:52:40.981 --> 00:52:42.742
Get your pitch down to five questions,

00:52:42.782 --> 00:52:43.422
which, by the way,

00:52:43.463 --> 00:52:44.344
I've been taking notes and

00:52:44.684 --> 00:52:46.525
talking with chat GPT.

00:52:46.545 --> 00:52:47.364
So now I have the five

00:52:47.405 --> 00:52:48.326
questions that Dave should

00:52:48.445 --> 00:52:49.907
ask in the order he should

00:52:50.027 --> 00:52:51.387
ask them and no more.

00:52:51.688 --> 00:52:53.048
So I just wrote a script for you, Dave.

00:52:53.329 --> 00:52:54.068
We can test it out.

00:52:54.650 --> 00:52:55.909
I'll take calls for you for a week.

00:52:55.929 --> 00:52:56.831
Let's do it.

00:52:57.210 --> 00:52:58.032
Let's do it next episode.

00:52:58.851 --> 00:53:01.293
My point is, use the computers,

00:53:01.414 --> 00:53:03.014
use the use the technology.

00:53:03.375 --> 00:53:05.576
So then Dave can sit here and go, man,

00:53:05.615 --> 00:53:06.556
I was here last week and

00:53:06.597 --> 00:53:08.018
she got she mentioned how

00:53:08.719 --> 00:53:10.239
she got all fired up about that pizza.

00:53:10.320 --> 00:53:10.780
And I said,

00:53:10.800 --> 00:53:12.141
the best pizza in New York is

00:53:12.221 --> 00:53:12.960
actually not from the one

00:53:12.981 --> 00:53:13.601
around your corner.

00:53:13.621 --> 00:53:14.181
It's from Brooklyn.

00:53:14.422 --> 00:53:15.543
So I went ahead and did that.

00:53:16.768 --> 00:53:17.369
By all means,

00:53:17.489 --> 00:53:19.811
use your EMR or your EHR to

00:53:19.851 --> 00:53:21.550
give you a reminder two

00:53:21.590 --> 00:53:22.891
hours before that so you

00:53:22.931 --> 00:53:24.032
remember to order the pizza

00:53:24.072 --> 00:53:25.373
so it's hot when you walk in.

00:53:25.853 --> 00:53:28.474
But remember that it's the intelligence,

00:53:28.534 --> 00:53:29.615
it's the human emotion that

00:53:29.675 --> 00:53:31.255
actually keeps people from coming back.

00:53:31.976 --> 00:53:32.677
Last thing I'll mention,

00:53:33.056 --> 00:53:34.398
Gary Vee told a great story

00:53:34.418 --> 00:53:37.219
about a guy when he was

00:53:37.239 --> 00:53:38.719
starting winelibrary.com.

00:53:39.501 --> 00:53:40.621
He was selling wine on the internet,

00:53:40.641 --> 00:53:41.922
which people thought was dumb,

00:53:42.081 --> 00:53:42.702
never going to work.

00:53:45.039 --> 00:53:46.021
Somebody bought like a

00:53:46.041 --> 00:53:47.081
hundred dollars worth of wine.

00:53:47.121 --> 00:53:47.902
He went on their social

00:53:47.922 --> 00:53:49.143
media profiles and found

00:53:49.202 --> 00:53:53.465
out they were like a big Jay Cutler fan.

00:53:53.485 --> 00:53:54.527
So he went online and got a

00:53:54.586 --> 00:53:56.507
Jay Cutler Jersey and sent it to him.

00:53:56.527 --> 00:53:57.869
And you know what happened, Tony?

00:53:59.070 --> 00:53:59.469
Nothing.

00:54:01.239 --> 00:54:02.320
Guy spent a hundred dollars.

00:54:02.340 --> 00:54:03.541
He spent two fifty to get a

00:54:03.581 --> 00:54:04.382
Jay Cutler jersey,

00:54:04.623 --> 00:54:05.744
shifted to him nothing.

00:54:06.144 --> 00:54:06.965
Dot, dot, dot.

00:54:07.045 --> 00:54:08.226
Three months later,

00:54:08.648 --> 00:54:09.708
someone puts in an order.

00:54:09.728 --> 00:54:10.929
He gets a call from his assistant.

00:54:11.210 --> 00:54:12.090
Someone put it in a five

00:54:12.130 --> 00:54:13.112
thousand dollar order.

00:54:13.211 --> 00:54:14.072
Was it the guy he sent the

00:54:14.092 --> 00:54:15.114
Jay Cutler jersey to?

00:54:15.353 --> 00:54:15.534
No.

00:54:17.056 --> 00:54:18.538
In the comment section of the order,

00:54:18.577 --> 00:54:18.878
it said,

00:54:19.177 --> 00:54:21.119
got your name from my buddy Steve.

00:54:21.681 --> 00:54:22.402
By the way,

00:54:22.601 --> 00:54:24.664
I'm a great I'm a big Dan Marino fan.

00:54:26.038 --> 00:54:27.918
He told somebody that was the,

00:54:28.199 --> 00:54:29.400
that was the stupid space.

00:54:29.699 --> 00:54:31.081
You can't process size that.

00:54:31.161 --> 00:54:32.001
Cause then someone listening

00:54:32.021 --> 00:54:32.882
is going to go great.

00:54:33.041 --> 00:54:34.262
Um, in your intake form,

00:54:34.282 --> 00:54:35.503
make it one question longer.

00:54:35.764 --> 00:54:37.545
Who's your favorite athlete?

00:54:37.724 --> 00:54:38.824
No, that's not it.

00:54:38.844 --> 00:54:39.346
That's not what,

00:54:39.365 --> 00:54:40.666
that's not the moral of the story.

00:54:40.686 --> 00:54:42.226
The moral of the story was

00:54:42.927 --> 00:54:44.349
how can you be different by

00:54:44.429 --> 00:54:45.929
not just asking the same questions?

00:54:46.190 --> 00:54:47.289
How can you be different by

00:54:47.369 --> 00:54:49.632
hold on actually being different?

00:54:50.271 --> 00:54:51.192
Turns out giving a shit is

00:54:51.253 --> 00:54:51.853
actually a difference.

00:54:54.378 --> 00:54:56.278
I had a patient from

00:54:56.498 --> 00:54:58.518
Switzerland years ago and

00:54:58.679 --> 00:55:00.940
they asked me the most obscure,

00:55:02.041 --> 00:55:05.001
not obscure, like a European question.

00:55:05.442 --> 00:55:06.702
On the way to the visit,

00:55:06.722 --> 00:55:07.762
can you pick me up the

00:55:07.822 --> 00:55:09.802
newspaper and a bottle of champagne?

00:55:10.322 --> 00:55:13.423
And I was like, I mean,

00:55:15.485 --> 00:55:16.164
should you be drinking?

00:55:16.184 --> 00:55:17.405
This guy was like real old,

00:55:17.804 --> 00:55:19.626
older and like had medical issues.

00:55:19.666 --> 00:55:21.987
I'm thinking like, I'm fine with the paper,

00:55:22.027 --> 00:55:23.367
but like, should I be picking up

00:55:24.284 --> 00:55:24.684
Booze?

00:55:24.704 --> 00:55:25.585
I don't like it.

00:55:25.605 --> 00:55:26.925
Champagne?

00:55:26.965 --> 00:55:27.567
So I did it.

00:55:28.387 --> 00:55:30.789
And he had already been with

00:55:30.809 --> 00:55:31.769
us for a bunch of visits

00:55:31.789 --> 00:55:33.931
and was paying the high dollar amount.

00:55:33.971 --> 00:55:35.311
So I did it.

00:55:35.391 --> 00:55:37.054
And because his wife was

00:55:37.114 --> 00:55:39.175
working for the UN, she was super busy.

00:55:39.835 --> 00:55:42.257
And this was before, I guess,

00:55:42.378 --> 00:55:44.219
Uber Eats and TaskRabbit or whatever,

00:55:44.559 --> 00:55:45.420
all these other things now.

00:55:46.481 --> 00:55:46.981
So I did it.

00:55:47.021 --> 00:55:47.922
And that's something.

00:55:48.581 --> 00:55:49.362
There's a little thing.

00:55:49.543 --> 00:55:53.025
But you think all of the in-network...

00:55:54.548 --> 00:55:55.492
in-network practices that

00:55:55.512 --> 00:55:56.576
are doing home visits do that.

00:55:57.480 --> 00:55:59.045
Not when they have twenty patients a day.

00:56:01.050 --> 00:56:02.391
All right.

00:56:02.411 --> 00:56:03.672
That's not their job, though.

00:56:04.112 --> 00:56:06.074
Their job is to do twenty patients a day,

00:56:06.775 --> 00:56:08.536
not to give an exceptional service.

00:56:08.615 --> 00:56:09.916
And that's OK because they

00:56:09.936 --> 00:56:10.657
understood the job.

00:56:10.677 --> 00:56:11.697
That's why they didn't do it.

00:56:12.257 --> 00:56:13.139
You looked at it differently.

00:56:13.179 --> 00:56:14.619
Your job was to your job was

00:56:14.639 --> 00:56:15.840
to solve a problem.

00:56:15.860 --> 00:56:17.402
Your job was to keep maybe

00:56:17.422 --> 00:56:18.481
not booze all the time,

00:56:18.521 --> 00:56:20.362
but you understood your assignment.

00:56:20.583 --> 00:56:21.864
The person who says no

00:56:22.184 --> 00:56:23.344
likely understands their

00:56:23.385 --> 00:56:25.226
assignment to the moral of

00:56:25.246 --> 00:56:26.786
the story is decide where

00:56:26.806 --> 00:56:27.748
you work based on the type

00:56:27.768 --> 00:56:29.148
of assignments you want to solve.

00:56:30.563 --> 00:56:30.802
All right.

00:56:30.822 --> 00:56:33.224
Parting shots, building on what Dave said.

00:56:33.304 --> 00:56:35.766
So we all have those stories.

00:56:35.846 --> 00:56:38.987
My wife was treating a priest,

00:56:39.628 --> 00:56:42.068
a mid-ninety year old

00:56:42.108 --> 00:56:44.590
priest in his home doing mobile visits.

00:56:45.170 --> 00:56:47.371
His doctor like thirty years

00:56:47.391 --> 00:56:49.132
ago told him every night I

00:56:49.152 --> 00:56:49.992
want you to have.

00:56:50.393 --> 00:56:51.454
And I want to say it was a

00:56:51.494 --> 00:56:52.695
Manhattan experience.

00:56:52.974 --> 00:56:54.496
I don't think it was an old-fashioned,

00:56:54.536 --> 00:56:55.597
but it was a drink.

00:56:56.097 --> 00:56:57.500
So as part of therapy,

00:56:57.679 --> 00:57:00.181
every single day when my wife was leaving,

00:57:00.563 --> 00:57:02.123
she would make the Manhattan for him.

00:57:04.467 --> 00:57:06.708
We all have those stories.

00:57:07.048 --> 00:57:10.733
This is the joy of being a business owner,

00:57:10.773 --> 00:57:12.434
being mobile, being independent.

00:57:12.454 --> 00:57:13.876
You can do this kind of stuff.

00:57:13.916 --> 00:57:14.177
Jimmy?

00:57:15.150 --> 00:57:15.451
Yeah,

00:57:15.471 --> 00:57:16.990
I would say parting shot is

00:57:17.291 --> 00:57:18.231
understand the assignment.

00:57:18.291 --> 00:57:19.411
I like that, right?

00:57:19.552 --> 00:57:21.751
And I think if you work for

00:57:21.771 --> 00:57:22.992
a place that you're unhappy,

00:57:23.672 --> 00:57:25.413
it's because you went in

00:57:25.572 --> 00:57:26.813
thinking it'd be one thing

00:57:26.853 --> 00:57:28.092
when it's actually the other.

00:57:28.432 --> 00:57:29.853
So don't be mad at insurance.

00:57:30.353 --> 00:57:31.393
That's not going to get you anywhere.

00:57:31.574 --> 00:57:32.494
They're not listening.

00:57:32.893 --> 00:57:34.034
Don't be mad at your employer.

00:57:34.434 --> 00:57:35.454
They're probably not listening.

00:57:36.175 --> 00:57:37.335
Be mad that you didn't ask

00:57:37.394 --> 00:57:38.094
enough questions to

00:57:38.175 --> 00:57:39.494
understand what type of

00:57:39.574 --> 00:57:40.594
problems you'd be solving

00:57:40.614 --> 00:57:41.516
on a day-to-day basis.

00:57:41.536 --> 00:57:42.215
But here's the thing.

00:57:43.235 --> 00:57:43.936
You can change that.

00:57:46.327 --> 00:57:49.389
Dave, my parting shot is a question.

00:57:49.469 --> 00:57:50.231
Tony just mentioned

00:57:50.271 --> 00:57:51.110
something that brought up a

00:57:51.210 --> 00:57:52.672
memory where he,

00:57:52.811 --> 00:57:53.512
when you were saying your

00:57:53.532 --> 00:57:54.914
wife would make this drink

00:57:54.934 --> 00:57:55.614
for this patient,

00:57:55.634 --> 00:57:57.295
whatever my first job out

00:57:57.335 --> 00:57:58.715
of school with Princeton orthopedic,

00:57:58.815 --> 00:57:59.916
I was a new grad.

00:57:59.996 --> 00:58:02.119
I was working three nights a week.

00:58:02.159 --> 00:58:03.820
So three, you know, Monday, Monday,

00:58:03.860 --> 00:58:06.181
Tuesday, Thursday night, you know,

00:58:06.240 --> 00:58:08.483
we were closing the clinic at eight PM.

00:58:09.864 --> 00:58:11.605
Every pay, not every patient,

00:58:11.764 --> 00:58:12.726
a lot of those patients

00:58:12.766 --> 00:58:15.387
from the five PM until the eight PM.

00:58:16.487 --> 00:58:18.610
For years, they would say, hey,

00:58:18.710 --> 00:58:20.132
it would be great if we

00:58:20.152 --> 00:58:22.773
could have BYOB and drinks

00:58:22.853 --> 00:58:23.755
and beer or whatever.

00:58:24.094 --> 00:58:25.577
My question to you guys for

00:58:25.617 --> 00:58:30.661
next episode is could we have – obviously,

00:58:30.681 --> 00:58:31.523
there's some liability and

00:58:31.543 --> 00:58:32.923
maybe it's got to be a cash practice,

00:58:32.983 --> 00:58:35.726
but –

00:58:34.105 --> 00:58:35.246
Could there be some

00:58:35.365 --> 00:58:37.346
booze-infused physical

00:58:37.365 --> 00:58:39.706
therapy practice like there is now with,

00:58:39.766 --> 00:58:42.889
you know, goat yoga and baby mama yoga?

00:58:43.469 --> 00:58:45.309
And now there's yoga where

00:58:45.349 --> 00:58:48.251
you do drink a little bit with, you know,

00:58:48.291 --> 00:58:48.871
wine or whatever.

00:58:48.911 --> 00:58:50.391
So could there be like a

00:58:50.452 --> 00:58:52.211
physical therapy cash practice?

00:58:52.452 --> 00:58:53.213
Don't answer it now.

00:58:54.253 --> 00:58:55.414
uh that maybe does like

00:58:55.474 --> 00:58:57.335
mimosas and screwdrivers in

00:58:57.375 --> 00:58:58.574
the morning and uh and

00:58:58.635 --> 00:59:00.076
what's the the uh the

00:59:00.096 --> 00:59:02.536
tomato um tomato tomato

00:59:02.577 --> 00:59:04.677
drink the tomato juice mary

00:59:04.818 --> 00:59:06.059
bloody mary bloody mary

00:59:06.278 --> 00:59:07.378
could you could you have a

00:59:07.418 --> 00:59:08.460
cash practice that does

00:59:08.800 --> 00:59:10.561
byob those drinks in the

00:59:10.601 --> 00:59:11.860
morning and then you know

00:59:11.880 --> 00:59:13.041
beer wine spirits whatever

00:59:13.081 --> 00:59:14.663
in the evening it's gonna be

00:59:16.704 --> 00:59:18.184
Some patients are going to love it.

00:59:18.204 --> 00:59:19.206
You could also do mocktails

00:59:19.246 --> 00:59:21.146
now because less people or

00:59:21.208 --> 00:59:22.708
people are drinking more mocktails.

00:59:22.728 --> 00:59:24.070
You could do mocktails and

00:59:24.090 --> 00:59:25.231
then everyone looks included.

00:59:26.371 --> 00:59:27.092
I don't think you'd be able

00:59:27.112 --> 00:59:27.833
to bill insurance.

00:59:27.853 --> 00:59:28.713
There would probably be a

00:59:28.753 --> 00:59:29.594
lot of liability.

00:59:30.414 --> 00:59:32.016
Potential business idea.

00:59:32.036 --> 00:59:32.836
We'll talk about it next time.

00:59:32.856 --> 00:59:34.717
Sounds good.

00:59:34.757 --> 00:59:35.438
All right.

00:59:35.518 --> 00:59:36.079
We'll be back on Thursday.

00:59:36.099 --> 00:59:37.019
Make sure you subscribe on

00:59:37.059 --> 00:59:37.760
all the socials.

00:59:38.822 --> 00:59:39.521
Enjoy yourselves.

00:59:39.742 --> 00:59:40.443
Have a good week, guys.

00:59:40.503 --> 00:59:41.384
Now we're back from Labor Day.