#PTonICE Podcast Episode 1958 - Small things create big success
May 14, 2025
In this engaging chat, Jordan Berry, Spine Division leader at ICE and owner of Onward Physical Therapy, shares his insights on enhancing the physical therapy experience. He emphasizes creating inviting environments and the impact of small details that can transform client perceptions. The discussion highlights how sensory elements and intentional design can elevate care, while stressing the importance of pre-engagement and ongoing communication with clients. Berry illustrates that a premium experience is just as vital as clinical skills for overall patient satisfaction.
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Create A Premium Clinic Environment
- Create a clinic environment where patients genuinely want to hang out and feel comfortable.
- Focus on sensory experiences like smell, music, comfort, and visuals to enhance the premium feel.
70% Of Experience Is Contextual
- The majority of a patient's satisfaction comes from factors outside the therapist's clinical skill.
- As skills improve, the relative impact of contextual factors on the experience becomes even more significant.
Clinicians Experience Their Own Care
- Clinicians should regularly receive treatment from colleagues to fully experience their own clinic's care.
- This helps identify strengths and weaknesses in the patient experience firsthand.