Is your physical therapy clinic seen as a 'mill' — and is that even a bad thing? In this explosive roundtable, industry leaders Tony Maritato, Dave Kittle, and Jimmy McKay get real about scheduling models, reimbursement, and the patient experience in today’s clinics. 💥
Learn how one PT is converting phone calls into billable telehealth visits and how different models affect patient satisfaction and clinic success.
🔑 In This Episode:
The ‘mill’ model — misunderstood or malpractice?
Why patients really leave high-volume clinics
Medicare telehealth loopholes you can leverage now
Building trust in 15 minutes or less
How patient experience drives profitability
00:00 – Intro: Are PT “mills” actually a problem?
03:25 – What the reimbursement model is doing to scheduling
08:15 – Seeing 4 patients an hour — bad care or smart ops?
12:30 – Dave’s question: What are patients actually complaining about?
16:45 – The gap between what PTs think and what patients experience
21:10 – Tony's real-world clinic story: 5 patients, 1 therapist
25:40 – Should boutique clinics thank mills for defining the low bar?
30:55 – Turning intake phone calls into Medicare-compliant evals
35:10 – How to build trust before a patient even walks in
40:30 – Medicare telehealth rules and why most clinics miss them
45:50 – Jimmy breaks down "3-minute trust building"
50:15 – Building systems to close gaps in care (and communication)
56:20 – Final takeaways: solve problems your competitors ignore
01:01:10 – Wrap-up and shoutouts
