Today on the Podcast: How to Put Out Admin FIRES in Your PT Business w/ Brian Gallagher, PT
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About This Episode
What is hurting most in your PT business? Is your front desk struggling to meet the standards you expect? Or are you full of patients…but don’t seem to be making any money?
Today Neil interviews Brian Gallagher, PT. He’s a physical therapist by training, but since 2006 he’s been running MEG Business Management! MEG provides virtual training systems and coaching to PT Owners, so that YOU can reach the top 10% of practice owners.
Today, Brian is going to talk about something really practical – how to put out daily administrative fires in your business!
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Listen Above or Read The Summary Here:
Understanding and Managing Administrative Fires in PT Practice
Neil and Brian focus on the importance of diagnosing administrative issues in physical therapy practices, emphasizing that they should not just react to obvious symptoms but delve deeper to discover underlying problems. “If we just take our time and literally look, don’t listen,” Brian asserts, “you could really be effective in identifying what’s really going on.” Recognizing this connection allows practice owners to address systemic problems rather than merely extinguishing individual flames as they arise.
Identifying Common Administrative Challenges
- Time and Money Issues: Brian points out that the root of most administrative disturbances often centers around time management or financial shortcuts. It’s crucial to assess how these core issues manifest in practice operations.
- Front Desk Efficiency: Neil emphasizes that the front desk plays a pivotal role in patient flow and clinic efficacy. For example, “If a patient shows up on time and their payment’s all handled, you can get to work.” This smooth operation contributes significantly to the overall patient experience.
- Standard Operating Procedures: Both Neil and Brian agree on the necessity of establishing Standard Operating Procedures (SOPs) to maintain consistency and reduce variability in practice operations. “What do staff really want? They want consistency, certainty, and confidence,” Brian says, highlighting this point.
Hiring and Managing the Right Team
Hiring strategies play a crucial role in administrative success. Brian shares insights on adjusting expectations when hiring new staff. “Higher to the 85 percentile of what you are doing,” he advises, stressing the importance of finding capable individuals who can effectively contribute without expecting them to replace the owner’s unique drive and dedication.
To ensure a high-performing team, Brian stresses the importance of prioritizing the right behaviors for different roles. For front desk positions, seek candidates who have demonstrated that they can effectively control patient flow and handle administrative tasks, while a billing position requires meticulous organization and a love for repetitive tasks. “Finding the right person is matching the person to the position for sure, and then we own it to properly onboard them for success,” Brian notes.
The Role of Data in Management
“Management by statistics,” is crucial for practice owners, as Brian highlights. Implementing key performance indicators (KPIs) helps gauge performance and efficiency effectively, distinguishing productive teams from less efficient ones. “You can have all that planned… but here’s the thing, if you’re looking at the eyes of the person that you’re trying to do this with and they have any degree of disagreement, you cannot manage over disagreement,” he warns. Owners must bridge the gap between current conditions and the desired operational state, fostering agreement with their teams.
Neil illustrates how neglecting to monitor KPIs can lead to larger issues: “If you’re not paying attention to these things, they will go awry.” Emphasizing collaboration, he suggests that owners must not only look to data for insights but also involve their teams in understanding timelines and expectations. Regular meetings and transparent communication can significantly improve morale and performance.
Creating a Thriving Practice in a Competitive Market
Brian believes that successful practices adapt continuously, leveraging both team strengths and technology. He notes, “Practices that are holding onto methods from the 90s will complain about current challenges, but those who embrace change can thrive.” He advises owners to establish policies for operational efficiency, such as increasing therapist hours when a colleague is on vacation to maintain patient care levels.
He also highlights the need for flexibility in adopting new systems, such as utilizing marketing and billing experts to alleviate administrative burdens. “Why would I want to go through the journey you’ve had when I can budget to have you continue mastering this for me?” Brian states, emphasizing the value of outside expertise.
In a system where practices are increasingly focusing on providing an excellent patient experience, Brian suggests incorporating strategies that allow for improved patient engagement, like having therapists actively participate in patient care and follow-ups. This fosters a culture oriented towards patient health and satisfaction, which in turn boosts clinic success.
Common Questions Practice Owners Ask About This Topic:
- How can I improve the efficiency of my front desk in a physical therapy practice?
- What strategies can physical therapy owners use to increase profitability?
- How do I manage administrative tasks effectively in my PT clinic?
- What training options are available for improving operations in physical therapy businesses?
- How can I reduce stress and administrative overload as a practice owner?
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See how the right marketing ideas can help you grow your Physical Therapy or Chiropractic clinic