Practice Owners Manual Series, Part 5 - Clinical Sales: The Purpose Driven Provider Program With Adam Robin
Jul 23, 2024
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In this discussion, healthcare sales expert Adam Robin shares insights on integrating a sales mindset into clinical practices. He emphasizes that sales is not merely about closing deals but about ensuring patients receive necessary care. Adam introduces the Purpose-Driven Provider Program, which focuses on aligning team efforts with patient care. They discuss the significance of standardizing patient interactions and enhancing communication to improve experiences. Ultimately, they advocate for viewing sales as a tool to serve patients better while fostering teamwork in healthcare.
Embracing a sales mindset allows clinic staff to genuinely convey the value of their services and enhance patient care.
Standardizing communication and scripting at each patient touchpoint ensures consistent messaging and reinforces the clinic's mission and values.
Deep dives
Creating a Unique Clinic Environment
Establishing a distinctive atmosphere within the clinic is crucial for patient engagement and satisfaction. When potential clients call the clinic, the aim is for them to instantly recognize that they're interacting with a unique establishment, rather than just another generic office. This involves identifying how staff can ensure patients feel valued and understood while taking ownership of how they communicate and interact with them. Cultivating an inviting and personalized environment fosters a sense of belonging, encouraging patients to seek services and return for future care.
The Importance of Clinical Sales
Understanding that clinical practice involves a degree of sales is essential for physical therapists. Selling is not about manipulation; rather, it focuses on genuinely believing in the value of the services provided to help patients achieve their desired outcomes. This mindset shift allows therapists to view their role not just in terms of treatment but also in guiding patients by clarifying their needs and how therapy can meet those needs. Thus, effective clinical sales become synonymous with the therapist's commitment to their patients' well-being and overall health benefits.
Streamlining Patient Lifecycle Touchpoints
Mapping out the patient lifecycle and the various touchpoints from initial contact to discharge is key to providing excellent care. Identifying specific interactions, such as phone calls, intake processes, evaluations, and follow-ups, enables practices to create a consistent experience that educates patients about their care. Each touchpoint serves as an opportunity to reinforce the clinic's mission while engaging patients more deeply. This careful orchestration not only enhances patient satisfaction but also encourages adherence to treatment plans, leading to better outcomes.
Establishing Consistent Communication Standards
Standardizing communication methods across the clinic ensures that each team member conveys the same values and objectives during patient interactions. Training staff to use specific language and scripting during touchpoints like the initial evaluation and follow-up calls provides clarity and fosters trust. For example, clinicians can utilize a consistent script to communicate the importance of adhering to the suggested care frequency. Furthermore, incorporating feedback mechanisms, such as surveying patient satisfaction at key intervals, reinforces effective practices and fosters continual improvement.
In this episode of the Private Practice Owners Club Podcast, Nathan Shields and Adam Robin explore the importance of embracing a sales mindset and integrating it into your clinic’s core values. Learn how to transform "sales" into a valuable tool for advancing your clinic's mission and serving a greater number of patients.
Sales is not just about closing deals; it's about ensuring patients receive the care they require. Nathan and Adam illustrate how every interaction, be it at the front desk or in the clinic, entails some level of sales. Altering your view of sales can positively impact your practice. If you have faith in the value of your services, it is your duty to effectively present them.
Adam introduces the "Purpose-Driven Provider Program," focusing on aligning your team around the shared goal of patient care, without the negative connotations of sales. Adam and Nathan also outline the patient journey, from the first phone call to follow-up visits, and emphasize the importance of scripting and standardizing touchpoints to ensure clarity and purpose.