WEBVTT 00:00:00.470 --> 00:00:01.713 You're listening to the P.T. 00:00:01.752 --> 00:00:02.474 Pinecast, 00:00:02.553 --> 00:00:04.557 where smart people in healthcare come to 00:00:04.599 --> 00:00:05.500 make noise. 00:00:05.801 --> 00:00:07.264 Here's your host, Jimmy McKay. 00:00:10.326 --> 00:00:11.727 i want to say big thanks to empower 00:00:11.807 --> 00:00:13.808 emr if your clinic is stuck in an 00:00:13.849 --> 00:00:15.609 emr that slows you down that's not cool 00:00:15.630 --> 00:00:17.771 man empower gives you speed clean 00:00:17.811 --> 00:00:20.033 workflows and features pts actually asked 00:00:20.053 --> 00:00:22.213 for the stuff you asked for better notes 00:00:22.254 --> 00:00:24.375 faster documentation smoother operations 00:00:24.975 --> 00:00:26.396 those three those are the things people 00:00:26.416 --> 00:00:27.757 keep asking for them i know because i'm 00:00:27.777 --> 00:00:29.117 in the facebook groups with you and those 00:00:29.138 --> 00:00:30.978 are the things you're asking for all those 00:00:31.018 --> 00:00:32.619 things wrapped up in customer support that 00:00:32.640 --> 00:00:34.000 doesn't ghost you that's also what you're 00:00:34.039 --> 00:00:36.381 asking for upgrade your clinic's brain 00:00:36.402 --> 00:00:38.362 with empower emr they also know switching 00:00:39.484 --> 00:00:40.985 gives you a feeling way down deep. 00:00:41.506 --> 00:00:42.286 They understand that. 00:00:42.347 --> 00:00:43.027 They make it easy. 00:00:43.387 --> 00:00:44.527 So go kick the tires. 00:00:44.649 --> 00:00:45.189 Go slow. 00:00:45.509 --> 00:00:45.969 Do it right. 00:00:46.429 --> 00:00:47.691 EmpowerEMR.com. 00:00:47.710 --> 00:00:49.752 That is EmpowerEMR.com. 00:00:50.311 --> 00:00:50.912 Wow, look at this. 00:00:50.932 --> 00:00:51.332 Surprise. 00:00:51.353 --> 00:00:51.932 Today's guest. 00:00:52.634 --> 00:00:54.034 Where most physical therapy clinics, 00:00:54.314 --> 00:00:56.435 they don't fail because of bad clinicians. 00:00:56.716 --> 00:00:58.258 They struggle because of invisible 00:00:58.317 --> 00:00:58.658 systems. 00:00:58.917 --> 00:01:00.439 This was not on the syllabus, kids, 00:01:00.539 --> 00:01:01.920 in PT school, unfortunately. 00:01:02.240 --> 00:01:03.000 I can't change that, 00:01:03.040 --> 00:01:04.201 but I can at least enlighten you now. 00:01:04.662 --> 00:01:05.683 And every day, 00:01:06.043 --> 00:01:09.186 time just leaks out through scheduling 00:01:09.245 --> 00:01:09.626 friction. 00:01:10.085 --> 00:01:10.706 Listen right now. 00:01:11.587 --> 00:01:12.067 You can hear it. 00:01:12.528 --> 00:01:13.129 Oh, it's not good. 00:01:13.168 --> 00:01:13.769 How do I fix it? 00:01:14.069 --> 00:01:15.790 Documentation drag, billing delays, 00:01:16.031 --> 00:01:17.692 workflow bottlenecks that nobody ever 00:01:17.733 --> 00:01:18.653 trained you to see. 00:01:19.174 --> 00:01:19.974 It's not your fault. 00:01:19.993 --> 00:01:20.754 You weren't trained, 00:01:21.155 --> 00:01:22.456 but you do have to own it because 00:01:22.495 --> 00:01:22.956 if you don't, 00:01:24.177 --> 00:01:24.938 oh, that dripping, 00:01:25.278 --> 00:01:26.480 you're still going to pay for it. 00:01:26.861 --> 00:01:28.602 And it doesn't really show up on a 00:01:28.643 --> 00:01:29.183 balance sheet. 00:01:29.242 --> 00:01:29.884 It does, 00:01:29.924 --> 00:01:30.924 but you don't know where to look on 00:01:30.944 --> 00:01:31.665 the balance sheet. 00:01:31.965 --> 00:01:33.427 It's sort of in between the lines. 00:01:34.048 --> 00:01:36.870 It shows up as burnout, staffing stress, 00:01:36.911 --> 00:01:37.932 cashflow anxiety. 00:01:37.951 --> 00:01:38.993 Where's it coming from? 00:01:39.891 --> 00:01:40.893 I have a full schedule, 00:01:41.192 --> 00:01:42.334 then why do I feel fragile? 00:01:42.733 --> 00:01:44.114 We're going to talk about those things, 00:01:44.516 --> 00:01:46.117 the invisible, hairy, scary things. 00:01:46.456 --> 00:01:47.918 So our guest today has spent more than 00:01:47.977 --> 00:01:48.759 two decades, 00:01:48.778 --> 00:01:49.780 I want to see how he feels about 00:01:49.819 --> 00:01:51.281 that, two decades I get to say now, 00:01:51.781 --> 00:01:54.423 inside of those invisible systems where 00:01:54.462 --> 00:01:55.164 the leaks are, 00:01:55.524 --> 00:01:57.605 helping design and evolve the operational 00:01:57.646 --> 00:02:00.908 backbone of PT practices that are still 00:02:00.927 --> 00:02:01.269 around. 00:02:01.971 --> 00:02:03.272 Because if you don't fix the leaks, 00:02:03.652 --> 00:02:04.572 your boat don't float. 00:02:06.093 --> 00:02:08.233 From first patient contact to discharge 00:02:08.272 --> 00:02:10.213 and beyond, this guy's, again, 00:02:10.234 --> 00:02:12.314 two decades, you see things come and go. 00:02:12.455 --> 00:02:13.996 He's worked across product, sales, 00:02:14.056 --> 00:02:17.157 marketing, and operations in this space. 00:02:17.616 --> 00:02:19.038 His resume and theory is boring. 00:02:19.157 --> 00:02:19.877 Just one thing, 00:02:20.138 --> 00:02:21.998 doing this for twenty-one years. 00:02:22.299 --> 00:02:23.500 That's when you know you know the nooks 00:02:23.539 --> 00:02:24.060 and crannies. 00:02:24.780 --> 00:02:25.939 So let's bring him in, Sharif Zeed. 00:02:25.960 --> 00:02:27.100 Sharif, welcome back to the show, man. 00:02:27.645 --> 00:02:29.086 Hey, thanks for having me, Jimmy. 00:02:29.186 --> 00:02:31.366 Always a pleasure to be here and excited. 00:02:31.407 --> 00:02:31.646 Yeah, 00:02:31.667 --> 00:02:33.008 there's always something new to talk 00:02:33.048 --> 00:02:33.268 about. 00:02:33.307 --> 00:02:33.967 That's for sure. 00:02:35.068 --> 00:02:36.669 Isn't that crazy that there's always 00:02:36.710 --> 00:02:38.509 something new to talk about and you look 00:02:38.550 --> 00:02:40.951 at this one little area of our practice 00:02:41.032 --> 00:02:42.752 and even that little area of our 00:02:43.252 --> 00:02:46.174 profession still is enough to annoy 00:02:46.193 --> 00:02:47.074 people, scare people, 00:02:47.115 --> 00:02:49.135 put people out of business and enough 00:02:49.996 --> 00:02:52.477 things always changing to still have stuff 00:02:52.497 --> 00:02:53.337 to talk about, right? 00:02:54.764 --> 00:02:55.204 Totally. 00:02:55.383 --> 00:02:55.623 I mean, 00:02:55.683 --> 00:02:57.884 I jokingly say I started in the PT 00:02:57.965 --> 00:02:59.645 EMR world when it was a covered wagon. 00:02:59.965 --> 00:03:02.286 And now we've got space space shuttles 00:03:02.325 --> 00:03:03.626 going to Mars or whatever. 00:03:03.686 --> 00:03:05.186 So it's definitely a change. 00:03:05.265 --> 00:03:07.227 And we still call it an EMR. 00:03:07.426 --> 00:03:08.646 And when when I started, 00:03:08.687 --> 00:03:10.986 it really was EMR like documentation. 00:03:11.026 --> 00:03:13.448 And now it's the everything engine or 00:03:13.467 --> 00:03:14.348 that's what it's supposed to be. 00:03:14.388 --> 00:03:14.568 Right. 00:03:14.587 --> 00:03:15.367 That's the promise. 00:03:15.848 --> 00:03:17.188 So, yeah, things are changing. 00:03:17.348 --> 00:03:18.229 And I will say. 00:03:18.908 --> 00:03:20.169 The pace of change, 00:03:21.070 --> 00:03:22.812 it's not linear anymore. 00:03:22.932 --> 00:03:24.435 It's exponential. 00:03:24.514 --> 00:03:28.078 I mean, sort of the expectations, 00:03:28.117 --> 00:03:29.058 the desires, 00:03:29.580 --> 00:03:31.442 the promise continues to grow. 00:03:32.002 --> 00:03:33.243 And so do the challenges. 00:03:33.283 --> 00:03:34.645 So it's just a mixed thing. 00:03:34.705 --> 00:03:36.086 And there's always good things. 00:03:36.105 --> 00:03:37.067 There's always bad things. 00:03:37.086 --> 00:03:37.788 There's challenges. 00:03:37.807 --> 00:03:39.330 There's opportunities and the whole thing 00:03:39.509 --> 00:03:39.909 in between. 00:03:39.949 --> 00:03:40.069 Yep. 00:03:40.830 --> 00:03:43.092 So you sit down with practices that are 00:03:43.473 --> 00:03:47.175 across specialties, across timelines, 00:03:47.235 --> 00:03:48.735 brand new, maybe not started yet, 00:03:48.776 --> 00:03:50.798 brand new, legacy, all those things. 00:03:51.737 --> 00:03:54.300 Someone like you can sort of see things 00:03:54.379 --> 00:03:54.699 coming. 00:03:55.221 --> 00:03:56.360 I imagine most of the time, 00:03:56.861 --> 00:03:58.622 the clinician or the business owner is 00:03:58.663 --> 00:04:00.223 sitting there explaining things to you. 00:04:00.743 --> 00:04:01.925 And you're probably biting your tongue, 00:04:01.965 --> 00:04:03.045 waiting for them to run out of air 00:04:03.066 --> 00:04:04.306 before you go, Oh, okay, 00:04:04.426 --> 00:04:05.227 I've seen this before. 00:04:05.788 --> 00:04:06.907 You probably have it figured out in the 00:04:06.927 --> 00:04:07.149 first 00:04:11.852 --> 00:04:12.271 Yeah. 00:04:12.352 --> 00:04:13.051 I mean, first of all, 00:04:13.112 --> 00:04:15.533 definitely working with practices all 00:04:15.554 --> 00:04:16.634 across the spectrum, right? 00:04:16.675 --> 00:04:18.136 So what's the same and what's different? 00:04:18.175 --> 00:04:20.216 They're all outpatient rehab. 00:04:20.257 --> 00:04:21.137 That's our thing. 00:04:21.177 --> 00:04:21.877 That's what we do. 00:04:22.838 --> 00:04:25.699 So PTOT speech, no inpatient, 00:04:25.740 --> 00:04:26.980 no skilled nursing, nothing like that. 00:04:27.000 --> 00:04:27.901 So that's the same, 00:04:28.141 --> 00:04:29.702 if you could even call that the same. 00:04:30.083 --> 00:04:30.382 And yeah, 00:04:30.423 --> 00:04:31.863 what's different is where they are in 00:04:31.884 --> 00:04:33.245 their practice life, you know, 00:04:33.345 --> 00:04:34.886 start up to mature and 00:04:35.045 --> 00:04:37.586 the size of the practice solo to the 00:04:37.646 --> 00:04:38.127 supporting, 00:04:38.187 --> 00:04:39.927 trying to support dozens or hundreds of 00:04:39.987 --> 00:04:41.947 clinicians, the single location, 00:04:41.968 --> 00:04:42.987 the multi-location, 00:04:43.528 --> 00:04:45.749 and then really an increasingly 00:04:45.809 --> 00:04:47.550 differentiating factor is just where they 00:04:47.610 --> 00:04:49.089 are in their business cycle. 00:04:49.149 --> 00:04:50.209 Are they shooting for growth? 00:04:50.250 --> 00:04:51.571 Are they trying to maintain stability? 00:04:51.610 --> 00:04:52.411 Are they struggling? 00:04:53.091 --> 00:04:54.331 What are they trying to achieve? 00:04:54.372 --> 00:04:54.932 Like you said, 00:04:55.012 --> 00:04:57.735 some are pushing for that next level of 00:04:57.795 --> 00:04:59.656 profit or revenue and others are just 00:04:59.677 --> 00:05:00.017 like, hey, 00:05:00.057 --> 00:05:01.178 I've just got to make it to hire 00:05:01.199 --> 00:05:02.059 the next clinician. 00:05:02.560 --> 00:05:03.721 Others yet are like, 00:05:03.940 --> 00:05:05.242 I just got to get out of treatment. 00:05:05.281 --> 00:05:07.124 I need to hire some people and kind 00:05:07.144 --> 00:05:08.865 of change my role in the clinic from 00:05:08.925 --> 00:05:12.007 being working in the business to working 00:05:12.108 --> 00:05:13.249 on the business kind of thing, 00:05:13.269 --> 00:05:13.750 as they say. 00:05:14.334 --> 00:05:15.096 All right. 00:05:15.336 --> 00:05:17.637 So if I changed your role for just 00:05:17.677 --> 00:05:18.036 a second, 00:05:18.057 --> 00:05:20.399 we pretend if you go from what you 00:05:20.439 --> 00:05:23.221 do in EMR and technology to a plumber, 00:05:23.341 --> 00:05:25.682 when you walk in to a practice where 00:05:25.802 --> 00:05:27.262 the plumber's like something's leaking, 00:05:27.363 --> 00:05:28.244 they're like in their mind, 00:05:28.264 --> 00:05:28.985 they're probably like, 00:05:29.225 --> 00:05:30.386 it's one of these four places. 00:05:30.425 --> 00:05:31.565 Let me go check those in order of 00:05:31.586 --> 00:05:32.047 importance. 00:05:32.466 --> 00:05:34.447 When you get brought into a practice from 00:05:34.487 --> 00:05:36.228 across hundreds of clinics that you've 00:05:36.269 --> 00:05:36.529 seen, 00:05:37.310 --> 00:05:39.531 Where are the practices that you work with 00:05:39.591 --> 00:05:42.733 quietly losing the most time every week 00:05:43.192 --> 00:05:44.552 without realizing it? 00:05:44.572 --> 00:05:45.913 So we'll start with time. 00:05:45.994 --> 00:05:47.714 Where are they losing time the most? 00:05:48.934 --> 00:05:49.173 Yeah, 00:05:49.314 --> 00:05:51.536 I think the number one answer I would 00:05:51.576 --> 00:05:53.177 give to that is what I would just 00:05:53.218 --> 00:05:55.060 put under an umbrella called one word, 00:05:55.160 --> 00:05:55.701 adoption. 00:05:56.281 --> 00:05:59.144 So many practices have lots of tools and 00:05:59.865 --> 00:06:02.026 they don't know what to do with them 00:06:02.088 --> 00:06:03.869 or they're not using them to the fullest 00:06:03.928 --> 00:06:05.050 extent that they can. 00:06:05.571 --> 00:06:07.692 And that happens for a variety of reasons. 00:06:08.074 --> 00:06:09.654 But the one I see the most often, 00:06:09.675 --> 00:06:11.057 and honestly, if I'm being honest, 00:06:11.076 --> 00:06:12.377 the most frustrating is adoption. 00:06:12.598 --> 00:06:14.478 They're letting perfect be the enemy of 00:06:14.519 --> 00:06:14.838 good. 00:06:14.939 --> 00:06:17.220 So there is no perfect system. 00:06:17.579 --> 00:06:19.680 There is no software product you can buy 00:06:19.701 --> 00:06:21.882 that's going to be check off every single 00:06:21.922 --> 00:06:22.281 box. 00:06:22.802 --> 00:06:26.524 And I see some practices trading off, hey, 00:06:26.884 --> 00:06:29.504 it can't do this last ten percent I 00:06:29.545 --> 00:06:30.065 want it to do, 00:06:30.125 --> 00:06:31.425 so I'm not going to do the ninety 00:06:31.466 --> 00:06:32.567 percent that it can do. 00:06:33.687 --> 00:06:35.208 There are always trade-offs. 00:06:35.927 --> 00:06:38.468 If you have a seven-figure budget for 00:06:38.509 --> 00:06:40.389 software and you want to go have something 00:06:40.449 --> 00:06:41.990 purpose-built for your practice, 00:06:42.370 --> 00:06:44.331 you can get exactly what you want. 00:06:44.771 --> 00:06:46.391 Honestly, maybe not even in that case, 00:06:46.430 --> 00:06:48.732 but let's just be high level here. 00:06:48.752 --> 00:06:49.911 You could probably get what you want if 00:06:49.932 --> 00:06:50.992 you're willing to spend that kind of 00:06:51.033 --> 00:06:51.173 money. 00:06:51.932 --> 00:06:53.593 even the largest practices, 00:06:53.713 --> 00:06:56.076 even the largest chains are not building 00:06:56.115 --> 00:06:56.875 custom software. 00:06:56.915 --> 00:06:59.057 So that means that no matter what you 00:06:59.098 --> 00:07:01.418 hear from whomever is selling you on a 00:07:01.478 --> 00:07:02.959 product, there's always going to be some, 00:07:03.240 --> 00:07:04.761 um, you know, imperfection, 00:07:04.800 --> 00:07:06.862 something that's not a hundred percent 00:07:06.903 --> 00:07:09.343 target on target with what you're trying 00:07:09.363 --> 00:07:11.185 to do with your workflow or your people 00:07:11.245 --> 00:07:12.425 or your patients or whatever. 00:07:13.247 --> 00:07:15.867 A great concrete example of this is very 00:07:15.908 --> 00:07:16.249 simple. 00:07:16.528 --> 00:07:16.668 Um, 00:07:18.514 --> 00:07:21.295 online booking used to be a very taboo 00:07:21.315 --> 00:07:22.076 some years ago. 00:07:22.576 --> 00:07:23.976 Now it's much more accepted, 00:07:24.016 --> 00:07:25.617 but there are still a lot of practices 00:07:25.658 --> 00:07:27.499 we talk to that won't let patients book 00:07:27.559 --> 00:07:27.939 online. 00:07:27.999 --> 00:07:28.319 Why? 00:07:28.358 --> 00:07:29.980 Because it's not perfect. 00:07:30.000 --> 00:07:31.360 They can't replace the front desk. 00:07:31.380 --> 00:07:32.600 They know I'm special. 00:07:32.901 --> 00:07:34.562 I have this special scheduling process 00:07:34.581 --> 00:07:35.322 that needs to be done. 00:07:35.963 --> 00:07:38.524 And, you know, you can, you know, 00:07:38.564 --> 00:07:39.423 say with Empower, 00:07:39.463 --> 00:07:41.824 you can usually mimic the vast majority of 00:07:41.863 --> 00:07:43.245 those rules in those settings. 00:07:43.704 --> 00:07:44.045 But yeah, 00:07:44.064 --> 00:07:45.564 there might be an edge case or a 00:07:45.625 --> 00:07:47.024 fringe case where, you know, 00:07:47.064 --> 00:07:48.925 the system may allow a booking where your 00:07:49.005 --> 00:07:50.505 front desk person would have blocked them 00:07:50.605 --> 00:07:52.146 out or vice versa, 00:07:52.266 --> 00:07:53.807 disallows a booking that you may have 00:07:53.846 --> 00:07:54.206 wanted. 00:07:54.307 --> 00:07:55.326 But, you know, again, 00:07:55.387 --> 00:07:56.247 if you're hitting ninety, 00:07:56.326 --> 00:07:57.586 ninety five percent of cases, 00:07:57.627 --> 00:07:58.408 like what are you doing? 00:07:58.427 --> 00:07:59.468 Why aren't you offering that? 00:07:59.507 --> 00:08:01.387 That's your time that you're leaking right 00:08:01.427 --> 00:08:02.427 there in your front desk. 00:08:02.487 --> 00:08:03.968 That's your patient visits that you're 00:08:04.009 --> 00:08:05.189 leaking on the side there. 00:08:05.689 --> 00:08:07.350 Because you're, again, 00:08:07.470 --> 00:08:10.730 letting perfect be the enemy of, frankly, 00:08:10.769 --> 00:08:11.891 great in some cases, 00:08:11.930 --> 00:08:13.331 but certainly better in most. 00:08:13.471 --> 00:08:15.812 So it's just one example. 00:08:15.851 --> 00:08:17.012 There are dozens of them. 00:08:17.211 --> 00:08:20.052 But implement, adopt, use, do. 00:08:20.093 --> 00:08:22.314 Those are the verbs I would try and 00:08:22.494 --> 00:08:24.254 I would harp on constantly. 00:08:24.694 --> 00:08:26.875 Does adoption also encompass... 00:08:28.244 --> 00:08:29.444 What I talked about in the intro, 00:08:29.485 --> 00:08:31.166 which is change. 00:08:31.968 --> 00:08:33.789 Listen, I like my bank. 00:08:34.309 --> 00:08:35.471 Maybe I don't like my bank, 00:08:35.532 --> 00:08:36.712 but I'm thinking, God, 00:08:36.732 --> 00:08:38.254 the amount of things I'll have to do 00:08:38.293 --> 00:08:39.414 to get rid of my bank. 00:08:39.875 --> 00:08:41.597 Even if great was right across the street, 00:08:41.618 --> 00:08:42.979 I'm like, I'd be so much better. 00:08:43.438 --> 00:08:45.301 I'm thinking, not even thinking, 00:08:45.400 --> 00:08:47.263 I'm feeling of what change feels like. 00:08:47.322 --> 00:08:48.203 And I don't even, 00:08:48.224 --> 00:08:49.404 it doesn't even crack the top ten. 00:08:49.686 --> 00:08:50.466 Does that prevent, 00:08:50.485 --> 00:08:51.888 I imagine that's got to be up there. 00:08:53.166 --> 00:08:53.788 Absolutely. 00:08:53.947 --> 00:08:54.831 I mean, 00:08:54.890 --> 00:08:56.995 change is like this concept that's far 00:08:57.035 --> 00:08:58.760 beyond just business and practice, right? 00:08:58.801 --> 00:09:00.245 It's hard to change in your personal life. 00:09:00.284 --> 00:09:00.907 It's hard to 00:09:01.590 --> 00:09:03.451 deal with somebody who is changing for 00:09:03.490 --> 00:09:04.572 better or for worse. 00:09:04.611 --> 00:09:06.013 You know, there's these, you know, 00:09:06.052 --> 00:09:08.354 all these books about self-help and change 00:09:08.374 --> 00:09:09.054 and all these things. 00:09:09.575 --> 00:09:11.015 In business, it can be true. 00:09:11.375 --> 00:09:14.378 There oftentimes can be friction that is, 00:09:14.477 --> 00:09:15.879 you know, also being generated, 00:09:15.958 --> 00:09:17.340 I would say, from external, like, 00:09:17.460 --> 00:09:17.679 you know, 00:09:17.700 --> 00:09:19.280 your team might be giving you friction, 00:09:19.321 --> 00:09:20.902 your patients might be giving you friction 00:09:21.782 --> 00:09:24.063 in just beyond your own innate, you know, 00:09:24.183 --> 00:09:26.784 inertia that's causing you to have 00:09:26.965 --> 00:09:27.826 heartburn with change. 00:09:27.865 --> 00:09:27.966 But 00:09:29.125 --> 00:09:31.326 This is also a surmountable problem in the 00:09:31.346 --> 00:09:32.326 business world, I think, 00:09:32.365 --> 00:09:33.506 or in the practice world, right? 00:09:33.547 --> 00:09:35.488 Just make the changes modest, 00:09:35.628 --> 00:09:36.668 make them consistent. 00:09:36.827 --> 00:09:38.769 So you're changing regularly, 00:09:39.129 --> 00:09:40.850 but you're biting off small things. 00:09:41.551 --> 00:09:43.951 The other end of the scale with adoption 00:09:44.011 --> 00:09:45.692 of too little adoption is too much 00:09:45.751 --> 00:09:46.873 adoption too fast. 00:09:47.452 --> 00:09:49.053 and this is how you trash your team 00:09:49.173 --> 00:09:50.714 right as if like you know if let's 00:09:50.734 --> 00:09:52.455 say you watch this podcast like i'm really 00:09:52.495 --> 00:09:54.936 motivated by sharif which would be a 00:09:55.316 --> 00:09:56.416 miracle and you're like i'm gonna go 00:09:56.475 --> 00:09:58.397 implement ninety three things on monday 00:09:58.437 --> 00:10:00.357 morning and you go in there the way 00:10:00.398 --> 00:10:01.878 your team's gonna perceive it is now 00:10:01.898 --> 00:10:04.019 you're just yelling at them there's no 00:10:04.298 --> 00:10:06.779 rhyme or reason too much too fast and 00:10:06.820 --> 00:10:08.880 then all of your initiatives will fail so 00:10:09.746 --> 00:10:12.128 Got to find the seesaw balance between, 00:10:12.248 --> 00:10:12.687 you know, 00:10:12.707 --> 00:10:14.849 trying to make steady incremental progress 00:10:14.869 --> 00:10:16.889 in the practice and blowing everybody out 00:10:17.090 --> 00:10:18.931 and and or not doing anything at all, 00:10:19.091 --> 00:10:21.231 which is without naming anything specific. 00:10:21.351 --> 00:10:22.131 Yeah. 00:10:22.292 --> 00:10:24.293 How does someone pick which one? 00:10:24.773 --> 00:10:25.894 Hey, I've got a list of ninety three. 00:10:26.014 --> 00:10:27.094 I'm hearing what Sharif is saying. 00:10:27.234 --> 00:10:27.575 I get it. 00:10:27.595 --> 00:10:28.014 He's right. 00:10:28.855 --> 00:10:30.437 How do you know which is the one 00:10:30.477 --> 00:10:31.499 to say, okay, 00:10:31.578 --> 00:10:33.402 I'm going to do this one this quarter? 00:10:34.524 --> 00:10:35.043 How do you pick? 00:10:35.063 --> 00:10:35.926 How do you decide? 00:10:36.807 --> 00:10:37.086 Yeah. 00:10:37.508 --> 00:10:39.130 I mean, here's the two answers, right? 00:10:39.171 --> 00:10:40.673 The formal answer, 00:10:40.712 --> 00:10:42.576 which I actually think is a good exercise, 00:10:42.596 --> 00:10:43.397 and if you can do it, 00:10:43.437 --> 00:10:43.998 it would be great. 00:10:44.768 --> 00:10:46.730 You take the ninety three things you you 00:10:46.769 --> 00:10:49.413 try and rank them by effort and pay 00:10:49.493 --> 00:10:49.753 off. 00:10:50.354 --> 00:10:51.754 And then you make a grid and you 00:10:51.774 --> 00:10:53.756 do the low effort, high payoff ones. 00:10:53.777 --> 00:10:55.798 That's like the business textbook answer. 00:10:56.278 --> 00:10:58.240 The not business textbook answer is you're 00:10:58.280 --> 00:10:58.861 the owner. 00:10:59.182 --> 00:11:01.724 You probably already intuitively know what 00:11:01.744 --> 00:11:03.365 your biggest like you just I don't have 00:11:03.405 --> 00:11:05.988 enough patients or I have too many 00:11:06.028 --> 00:11:06.489 patients. 00:11:07.284 --> 00:11:09.346 And, or I don't have enough profit, 00:11:09.407 --> 00:11:11.347 which can often be like too many patients, 00:11:11.368 --> 00:11:11.989 but you know, 00:11:12.068 --> 00:11:14.070 not the right mix of patients to deliver 00:11:14.110 --> 00:11:15.270 the profitability that you want. 00:11:15.311 --> 00:11:16.371 So, you know, 00:11:17.113 --> 00:11:18.874 I think a lot of effort, you know, 00:11:18.894 --> 00:11:21.056 and I'm a, I'm a business guy, right? 00:11:21.096 --> 00:11:21.897 By education, 00:11:21.956 --> 00:11:23.116 I went to business school and all that 00:11:23.158 --> 00:11:23.437 stuff. 00:11:23.477 --> 00:11:24.678 And you can get really wrapped up in 00:11:24.719 --> 00:11:27.120 the consulting method of, of thinking. 00:11:27.681 --> 00:11:28.861 Sometimes it's just too much, 00:11:28.902 --> 00:11:30.423 like intuitively, what's your issue? 00:11:30.462 --> 00:11:31.744 Like, what's going on this week? 00:11:31.783 --> 00:11:32.004 Wow. 00:11:32.043 --> 00:11:33.424 Really high cancels and no shows. 00:11:33.485 --> 00:11:33.785 Okay. 00:11:33.905 --> 00:11:34.505 There's your problem. 00:11:34.525 --> 00:11:35.067 Let's work it. 00:11:35.726 --> 00:11:37.148 um not enough patience we didn't bring 00:11:37.168 --> 00:11:39.587 enough evals in last week so our 00:11:39.628 --> 00:11:41.469 pipeline's a little bit low okay work that 00:11:41.509 --> 00:11:44.110 problem that's a top of funnel problem um 00:11:44.129 --> 00:11:45.830 we looked at the numbers and we're billing 00:11:45.909 --> 00:11:48.091 record amounts and our reimbursements are 00:11:48.150 --> 00:11:49.931 in the trash can okay now you have 00:11:49.951 --> 00:11:52.871 a billing problem so intuition's fine and 00:11:53.111 --> 00:11:55.113 and i think it's underrated sometimes and 00:11:55.153 --> 00:11:56.893 people want to go read the book or 00:11:57.033 --> 00:11:58.474 ask your favorite ai 00:11:59.333 --> 00:12:00.894 What should I work on in my practice 00:12:00.934 --> 00:12:02.375 when you probably already know? 00:12:03.035 --> 00:12:04.576 Last thought is if you don't know, 00:12:04.616 --> 00:12:05.836 if you really have no idea, 00:12:05.856 --> 00:12:06.658 which would be crazy, 00:12:06.717 --> 00:12:07.697 then go ask your team. 00:12:08.139 --> 00:12:09.359 Maybe they'll tell you what the problem 00:12:09.418 --> 00:12:09.558 is. 00:12:09.619 --> 00:12:09.719 Hey, 00:12:10.419 --> 00:12:12.380 I'm burned out on this or I can 00:12:12.421 --> 00:12:15.042 see the cancellations hitting my desk or 00:12:15.201 --> 00:12:16.682 I'm having trouble collecting money and 00:12:16.722 --> 00:12:18.923 here's why, and work those problems. 00:12:19.832 --> 00:12:22.793 If you ask people for their opinion, 00:12:23.114 --> 00:12:23.953 they will give it to you. 00:12:24.134 --> 00:12:25.294 Don't worry about that. 00:12:25.394 --> 00:12:25.995 They will give it to you. 00:12:26.054 --> 00:12:26.875 Sure, sure. 00:12:26.894 --> 00:12:28.115 If you have a team of ten, 00:12:28.255 --> 00:12:29.576 you'll have twelve opinions. 00:12:29.615 --> 00:12:31.417 Because you can ask the same person and 00:12:31.437 --> 00:12:32.857 get the same different opinions on two 00:12:32.878 --> 00:12:33.977 different days on the same thing. 00:12:34.726 --> 00:12:36.466 All right, let's go to bottlenecks. 00:12:36.947 --> 00:12:39.607 Points of friction is the fancy word, 00:12:39.648 --> 00:12:39.868 right? 00:12:40.188 --> 00:12:42.168 If you had to name three most common, 00:12:42.208 --> 00:12:43.629 the things that pop up, again, 00:12:43.649 --> 00:12:44.830 you've been doing this for twenty one 00:12:44.870 --> 00:12:45.269 years, 00:12:45.750 --> 00:12:47.910 the three most common workflow bottlenecks 00:12:48.010 --> 00:12:49.530 in outpatient PT today, 00:12:49.951 --> 00:12:52.611 what shows up almost everywhere? 00:12:53.971 --> 00:12:54.831 Almost everywhere. 00:12:55.052 --> 00:12:55.672 I have to say, 00:12:57.533 --> 00:13:00.096 the owner oftentimes pops up as a 00:13:00.135 --> 00:13:00.615 bottleneck. 00:13:00.635 --> 00:13:01.937 They don't want to hear that though. 00:13:02.336 --> 00:13:04.139 It's maybe not the most popular thing to 00:13:04.178 --> 00:13:04.538 say, 00:13:04.658 --> 00:13:06.740 but I think there's some level of 00:13:06.841 --> 00:13:08.302 understanding that this is an issue. 00:13:08.562 --> 00:13:10.482 And sometimes it can be too much control. 00:13:10.563 --> 00:13:12.924 Like one of the biggest windows we get 00:13:13.004 --> 00:13:15.346 into a practice is during onboarding. 00:13:15.567 --> 00:13:16.967 It's a time of great change. 00:13:16.988 --> 00:13:18.068 They're switching systems. 00:13:18.089 --> 00:13:19.750 The team is doing stuff. 00:13:22.235 --> 00:13:24.077 I would never call an onboarding a stress 00:13:24.118 --> 00:13:24.717 free time. 00:13:24.738 --> 00:13:25.639 There's no such thing. 00:13:25.658 --> 00:13:27.200 So you're watching a practice under 00:13:27.279 --> 00:13:27.740 stress. 00:13:27.821 --> 00:13:28.782 And, you know, 00:13:28.961 --> 00:13:30.763 usually the ones that go well are where 00:13:30.802 --> 00:13:33.105 it's for lack of a better sort of 00:13:33.125 --> 00:13:34.505 a democratic process, right? 00:13:34.525 --> 00:13:35.888 The different constituencies in the 00:13:35.927 --> 00:13:37.509 practice, the front desk, the billers, 00:13:37.528 --> 00:13:39.451 the providers are all involved in their 00:13:39.510 --> 00:13:40.932 respective ways in that onboarding. 00:13:42.014 --> 00:13:44.054 It has a tendency to go less well 00:13:44.134 --> 00:13:46.615 when there's a singular point of contact 00:13:46.655 --> 00:13:48.277 and it's always the owner and the other 00:13:48.297 --> 00:13:50.477 folks aren't on the calls and they're not 00:13:50.498 --> 00:13:53.499 given leeway to ask their own questions. 00:13:53.678 --> 00:13:55.379 That's just one window into how you look 00:13:55.440 --> 00:13:55.639 at it, 00:13:55.659 --> 00:13:57.020 but you can look at all of those 00:13:57.041 --> 00:13:57.341 things. 00:13:59.961 --> 00:14:01.883 When I review a call, for example, 00:14:02.062 --> 00:14:03.682 and I hear at the end that all 00:14:03.722 --> 00:14:05.604 the tasks in the call were assigned to 00:14:05.624 --> 00:14:06.544 the owner, all of them. 00:14:06.884 --> 00:14:07.384 I'll do that. 00:14:07.544 --> 00:14:08.544 I'll put that on my plate. 00:14:08.605 --> 00:14:09.706 I'll take that to my list. 00:14:10.306 --> 00:14:12.167 that's really when you start to have now 00:14:12.506 --> 00:14:13.927 it ties into the same theme, 00:14:13.947 --> 00:14:16.988 which is delegation also has to include 00:14:17.028 --> 00:14:18.408 some measure of letting go, 00:14:18.528 --> 00:14:20.869 some measure of accepting good and not 00:14:20.908 --> 00:14:22.149 perfect at some cases. 00:14:22.188 --> 00:14:23.969 And sometimes, but you know what, 00:14:24.028 --> 00:14:25.409 like the good that you had to put 00:14:25.450 --> 00:14:26.169 in, 00:14:26.509 --> 00:14:28.370 the perfect that you had to put a 00:14:28.389 --> 00:14:30.110 hundred and twenty percent effort into as 00:14:30.130 --> 00:14:32.451 an owner with all these different things 00:14:32.471 --> 00:14:33.250 that you've got to do. 00:14:33.932 --> 00:14:34.831 Uh, so that's number one. 00:14:34.892 --> 00:14:35.812 Number two is, um, 00:14:36.606 --> 00:14:39.128 you know not in not investing uh in 00:14:39.168 --> 00:14:41.389 your systems so you know it's funny 00:14:41.448 --> 00:14:43.009 transition to go from this onboarding 00:14:43.049 --> 00:14:45.250 conversation but like that's a time of of 00:14:45.431 --> 00:14:48.251 known in investment of time into a system 00:14:48.292 --> 00:14:49.232 you know you're going to have to put 00:14:49.273 --> 00:14:52.033 some time in don't stop you have to 00:14:52.053 --> 00:14:54.335 keep investing in the systems and in the 00:14:54.375 --> 00:14:56.355 people who run those systems in order to 00:14:56.395 --> 00:14:58.256 continue to maximize and first of all like 00:14:58.277 --> 00:15:00.057 we just talked about the system itself is 00:15:00.097 --> 00:15:01.658 probably changing like there's new stuff 00:15:01.677 --> 00:15:03.538 happening so where are you are you keeping 00:15:03.599 --> 00:15:04.759 up with that stuff are you taking 00:15:04.779 --> 00:15:05.399 advantage of it 00:15:06.552 --> 00:15:08.813 And AI is just the latest in that 00:15:08.894 --> 00:15:10.174 litany of things. 00:15:10.195 --> 00:15:10.554 And again, 00:15:10.595 --> 00:15:12.697 it's driving the pace up very high. 00:15:13.356 --> 00:15:15.719 And you shouldn't worry about chasing an 00:15:15.859 --> 00:15:17.500 unholy pace that's going to kill your 00:15:17.541 --> 00:15:17.980 practice. 00:15:18.020 --> 00:15:20.903 But you need to continue to evolve and 00:15:20.923 --> 00:15:21.442 do things. 00:15:21.482 --> 00:15:23.965 And so if you talk to a practice 00:15:24.024 --> 00:15:25.767 and they essentially tell you they're 00:15:25.787 --> 00:15:27.548 doing things the same way they were doing 00:15:27.587 --> 00:15:29.970 them, say, five years ago, I mean, 00:15:30.629 --> 00:15:33.232 You know, COVID now was in twenty twenty, 00:15:33.332 --> 00:15:33.613 right? 00:15:33.732 --> 00:15:34.673 The five years ago, 00:15:34.734 --> 00:15:36.015 like just five years ago, 00:15:36.076 --> 00:15:37.136 that was twenty twenty one. 00:15:37.277 --> 00:15:38.738 So where are we at? 00:15:38.778 --> 00:15:40.120 Like if you're doing something the same 00:15:40.139 --> 00:15:40.299 way, 00:15:40.320 --> 00:15:42.062 then if you're doing the same processes 00:15:42.081 --> 00:15:43.543 you were doing in twenty eighteen, 00:15:44.144 --> 00:15:44.344 you know, 00:15:44.364 --> 00:15:45.905 things have definitely moved and 00:15:45.966 --> 00:15:46.745 definitely changed. 00:15:46.765 --> 00:15:49.668 So a bottleneck is just not investing into 00:15:49.688 --> 00:15:51.171 the system, into the time, 00:15:51.390 --> 00:15:53.212 the time that's needed into continuing 00:15:53.232 --> 00:15:53.352 growth. 00:15:54.344 --> 00:15:55.725 to to make the most and then the 00:15:55.745 --> 00:15:57.166 last one i i guess i would say 00:15:57.206 --> 00:15:59.587 for bottleneck is like i i would call 00:15:59.648 --> 00:16:02.990 it um metric fatigue so there's a lot 00:16:03.051 --> 00:16:05.493 of you know information like copious 00:16:05.513 --> 00:16:07.154 amounts of information out there that you 00:16:07.174 --> 00:16:08.755 can read from all sorts of different 00:16:08.775 --> 00:16:11.357 sources and every month somebody invents a 00:16:11.398 --> 00:16:13.559 new metric that is like super interesting 00:16:13.600 --> 00:16:14.681 and you can read about it and it 00:16:14.701 --> 00:16:16.422 sounds great and then you're just 00:16:16.481 --> 00:16:17.943 bottlenecking everybody because you're 00:16:17.984 --> 00:16:20.164 pushing them into some new metric that you 00:16:20.205 --> 00:16:21.846 just woke up and decided was important 00:16:21.886 --> 00:16:23.148 that day and it's not 00:16:23.856 --> 00:16:27.639 consistent whereas the core metrics that 00:16:27.659 --> 00:16:29.780 hasn't changed you know what's your day 00:16:29.821 --> 00:16:32.043 plus ar that hasn't really changed and for 00:16:32.123 --> 00:16:33.844 good reason how many visits did you bring 00:16:33.884 --> 00:16:36.885 in how many evaluations so i think a 00:16:36.926 --> 00:16:38.587 balance there would would be better 00:16:38.827 --> 00:16:40.408 instead of just trying to slow everybody 00:16:40.448 --> 00:16:42.129 down with too much stuff to focus on 00:16:42.169 --> 00:16:44.030 and i've seen practices where they're 00:16:44.051 --> 00:16:46.393 trying to track like three dozen metrics 00:16:46.432 --> 00:16:48.715 and it's so overwhelming that actually 00:16:48.754 --> 00:16:50.475 none of them get any meaningful attention 00:16:51.115 --> 00:16:51.576 and um 00:16:52.403 --> 00:16:54.104 people end up slowing themselves down to 00:16:54.163 --> 00:16:55.664 try and meet one of them and probably 00:16:55.705 --> 00:16:57.505 have unintended consequences with others. 00:16:57.566 --> 00:16:59.047 So it just becomes like a cluster. 00:16:59.407 --> 00:17:00.187 You don't want that. 00:17:00.408 --> 00:17:02.908 I just ask people to envision the, 00:17:03.309 --> 00:17:03.529 you know, 00:17:03.570 --> 00:17:06.431 the middle school custodian and how many 00:17:06.491 --> 00:17:08.011 keys they have around their, 00:17:08.272 --> 00:17:08.932 their key chain. 00:17:09.252 --> 00:17:10.933 You can't have seventy eight KPIs. 00:17:10.973 --> 00:17:11.775 That's not yet. 00:17:12.035 --> 00:17:13.536 You should have, you know, three. 00:17:13.556 --> 00:17:14.296 I don't know the answer, 00:17:14.316 --> 00:17:15.416 but it's not seventy eight. 00:17:15.676 --> 00:17:15.856 Right. 00:17:15.876 --> 00:17:17.577 It's not zero, but it's not seventy eight. 00:17:18.259 --> 00:17:18.659 Right. 00:17:19.019 --> 00:17:21.180 So we talk a lot about clinician burnout. 00:17:21.259 --> 00:17:22.140 We didn't think we were going to get 00:17:22.180 --> 00:17:22.880 into this here, 00:17:22.940 --> 00:17:25.641 but this is where the friction is. 00:17:25.941 --> 00:17:26.740 So a lot of people will say, 00:17:26.800 --> 00:17:27.661 where's the burnout? 00:17:27.701 --> 00:17:29.342 And they'll look around and say, well, 00:17:29.362 --> 00:17:29.882 it's in here. 00:17:29.922 --> 00:17:31.862 It's in my gut, it's in my heart, 00:17:31.882 --> 00:17:32.521 it's in my head. 00:17:33.222 --> 00:17:36.522 But you can actually show friction equals 00:17:36.803 --> 00:17:39.124 heat and heat equals burn and burnout. 00:17:39.743 --> 00:17:41.084 How much of burnout today, 00:17:41.183 --> 00:17:43.065 I won't hold you to an actual number, 00:17:43.664 --> 00:17:45.164 but how much of burnout today is actually 00:17:45.285 --> 00:17:47.266 operational and not clinical? 00:17:49.028 --> 00:17:50.949 Yeah, it's a good question. 00:17:51.148 --> 00:17:52.308 As a joke, I would have to say, 00:17:52.328 --> 00:17:53.549 because the kids are always on me, 00:17:53.569 --> 00:17:54.849 I would have to say six, seven, 00:17:54.890 --> 00:17:57.611 just because I'm not actually sure what it 00:17:57.631 --> 00:17:59.290 means, but I hear it constantly. 00:17:59.310 --> 00:18:00.011 I don't know what it means either, 00:18:00.031 --> 00:18:01.172 but we're still mocking it. 00:18:01.192 --> 00:18:03.393 You got to stop saying this. 00:18:03.712 --> 00:18:05.532 I would actually take a bold statement and 00:18:05.573 --> 00:18:07.713 say the majority of it is really 00:18:07.794 --> 00:18:09.835 operational. 00:18:10.035 --> 00:18:10.855 That's, of course, 00:18:10.894 --> 00:18:12.316 coming from somebody who's buried in 00:18:12.415 --> 00:18:14.596 operational software and so forth, 00:18:14.635 --> 00:18:15.777 so take it with a grain of salt. 00:18:16.497 --> 00:18:18.939 The majority of it is operational. 00:18:18.979 --> 00:18:23.123 And AI has, again, mixed promise, 00:18:23.182 --> 00:18:24.845 mixed delivery so far in terms of what 00:18:24.865 --> 00:18:25.384 it can do. 00:18:25.685 --> 00:18:26.926 That's not the sales talking. 00:18:26.946 --> 00:18:27.948 That's just reality. 00:18:27.988 --> 00:18:30.009 And that's not just PT. 00:18:30.028 --> 00:18:31.590 That's across all industries, right? 00:18:31.611 --> 00:18:32.832 There's a huge burst of... 00:18:33.365 --> 00:18:35.586 big bubble of AI. 00:18:35.665 --> 00:18:36.946 We're still all trying to figure out 00:18:36.987 --> 00:18:38.247 exactly what it can and can't do. 00:18:38.326 --> 00:18:41.388 But I do think in the documentation realm, 00:18:41.449 --> 00:18:44.109 things like Ambient Scribe and other AI 00:18:44.150 --> 00:18:46.230 tools for documentation are showing some 00:18:46.270 --> 00:18:48.711 meaningful promise after many years of you 00:18:49.011 --> 00:18:52.213 just write your note. 00:18:52.614 --> 00:18:54.375 You've got to take advantage of some of 00:18:54.414 --> 00:18:55.435 these newer tools. 00:18:55.675 --> 00:18:57.115 Again, 00:18:57.175 --> 00:18:58.977 I'm amazed at the range I see out 00:18:59.017 --> 00:19:01.397 there in practices from the cutting edge 00:19:01.478 --> 00:19:02.459 AI everything to 00:19:03.536 --> 00:19:06.336 basically using an emr like sort of like 00:19:06.356 --> 00:19:08.337 a word processor and and not really 00:19:08.417 --> 00:19:10.498 evolving it much more than that and then 00:19:10.538 --> 00:19:12.118 there's many practices that are in the 00:19:12.138 --> 00:19:13.799 middle of that bell curve which is crazy 00:19:13.819 --> 00:19:15.500 people are still using dragon and i was 00:19:15.519 --> 00:19:19.261 like my man dragon was in cutting edge 00:19:19.301 --> 00:19:21.041 when i was starting in college that shows 00:19:21.061 --> 00:19:22.403 you how old i am i'm like you're 00:19:22.442 --> 00:19:24.022 still legitimately using dragon and 00:19:24.042 --> 00:19:26.743 they're like yeah and i am i'm not 00:19:26.784 --> 00:19:28.164 in the seat that you're in and i'm 00:19:28.224 --> 00:19:28.484 still 00:19:29.265 --> 00:19:31.007 Yeah. 00:19:31.126 --> 00:19:31.946 Yeah. 00:19:32.007 --> 00:19:32.907 Well, it's a lot. 00:19:33.808 --> 00:19:35.430 The other thing I have to say is, 00:19:36.351 --> 00:19:36.651 you know, 00:19:37.692 --> 00:19:40.713 it's funny how the waves of themes happen. 00:19:40.835 --> 00:19:41.894 Like you've lived through these because 00:19:41.914 --> 00:19:42.655 you do this all the time. 00:19:42.695 --> 00:19:44.436 But like compliance seems to be one of 00:19:44.457 --> 00:19:45.557 these roller coasters run. 00:19:45.597 --> 00:19:45.718 Right. 00:19:45.738 --> 00:19:47.279 There'll be high points where everybody's 00:19:47.299 --> 00:19:48.820 talking about compliance and then it kind 00:19:48.840 --> 00:19:50.082 of dips and then it comes back. 00:19:50.955 --> 00:19:53.818 And but like one one area is I 00:19:53.898 --> 00:19:55.540 see that's often needs to be talked about 00:19:55.601 --> 00:19:57.723 and isn't enough is over documentation, 00:19:57.763 --> 00:19:59.625 for example, has become these. 00:19:59.685 --> 00:20:00.426 So like, 00:20:00.467 --> 00:20:02.429 what are you asking your your therapist to 00:20:02.469 --> 00:20:02.749 do? 00:20:03.089 --> 00:20:04.832 The worst case example I can tell you 00:20:04.852 --> 00:20:07.134 is when we see a practice that effectively 00:20:07.173 --> 00:20:07.974 is writing therapy. 00:20:08.654 --> 00:20:10.977 an initial evaluation level note for every 00:20:11.017 --> 00:20:12.377 visit, including for daily. 00:20:12.438 --> 00:20:13.858 So they're seeing the patient, you know, 00:20:14.159 --> 00:20:16.221 three times a week and writing effectively 00:20:16.300 --> 00:20:17.781 three evaluations a week. 00:20:17.942 --> 00:20:19.282 And they're saying, well, we, you know, 00:20:19.363 --> 00:20:19.923 compliance, 00:20:19.942 --> 00:20:21.044 we want to make sure our notes are 00:20:21.084 --> 00:20:22.545 good and that's all like fair. 00:20:22.825 --> 00:20:23.085 Okay. 00:20:23.144 --> 00:20:23.705 I get that. 00:20:24.205 --> 00:20:25.227 But yeah, I mean, 00:20:25.307 --> 00:20:27.347 you're going to burn people out and create 00:20:27.528 --> 00:20:29.329 friction and problems. 00:20:29.390 --> 00:20:31.651 If you ask everybody to write that level 00:20:31.730 --> 00:20:33.612 note for every visit, 00:20:33.873 --> 00:20:35.493 every time for every patient, 00:20:35.554 --> 00:20:36.253 that's a lot. 00:20:36.473 --> 00:20:37.214 And so again, 00:20:37.518 --> 00:20:38.638 what I would say is you need to 00:20:38.679 --> 00:20:41.361 really look at all the processes you do 00:20:41.701 --> 00:20:42.781 that you do repeatedly, 00:20:42.821 --> 00:20:44.522 because if you can shave a few minutes 00:20:44.583 --> 00:20:45.884 off of one of those and you do 00:20:45.923 --> 00:20:47.345 it five hundred times a week, you know, 00:20:47.505 --> 00:20:48.605 now you get some time back. 00:20:49.346 --> 00:20:50.386 So, you know, 00:20:50.467 --> 00:20:52.488 I just there's so many things and so 00:20:52.508 --> 00:20:54.369 many themes and they come and they go. 00:20:54.630 --> 00:20:55.450 And, you know, 00:20:55.671 --> 00:20:57.451 it's it's kind of crazy sometimes to keep 00:20:57.491 --> 00:20:57.832 up with them. 00:20:57.852 --> 00:20:59.653 But I've I've sort of seen all of 00:20:59.692 --> 00:20:59.953 them. 00:21:00.534 --> 00:21:01.315 And last year, 00:21:01.394 --> 00:21:03.236 I feel like was the big year of 00:21:03.928 --> 00:21:04.409 maybe twenty, 00:21:04.449 --> 00:21:05.830 twenty four to but like the big year 00:21:05.871 --> 00:21:07.313 of hiring conversations, 00:21:07.353 --> 00:21:09.095 you probably had a lot of guests talk 00:21:09.115 --> 00:21:10.616 about how to hire and how to make 00:21:10.718 --> 00:21:14.182 really great job postings and use AI and 00:21:14.201 --> 00:21:14.942 all that stuff. 00:21:15.084 --> 00:21:16.125 And then, you know, 00:21:17.201 --> 00:21:18.042 I found anyways, 00:21:18.083 --> 00:21:19.844 that conversations quieted down a little 00:21:19.864 --> 00:21:20.025 bit. 00:21:20.045 --> 00:21:21.405 And I don't know if it's because everybody 00:21:21.445 --> 00:21:24.788 hired who they wanted or more likely, 00:21:24.848 --> 00:21:25.709 you know, that they're just, 00:21:25.729 --> 00:21:26.690 we're just in a trough. 00:21:26.730 --> 00:21:28.050 Like people are just need to take a 00:21:28.090 --> 00:21:29.952 break from that conversation because the 00:21:29.972 --> 00:21:31.693 market is the labor market is what it 00:21:31.773 --> 00:21:31.994 is. 00:21:32.035 --> 00:21:33.635 And they can't either can't hire or 00:21:33.655 --> 00:21:35.356 they've scrounged up what they can and 00:21:35.376 --> 00:21:36.018 they're moving on. 00:21:36.097 --> 00:21:38.059 So it'll come back. 00:21:38.140 --> 00:21:39.361 Everything always comes back. 00:21:39.421 --> 00:21:42.042 Burnout is a constant thing, et cetera. 00:21:42.163 --> 00:21:44.105 And compensation's a constant thing, 00:21:44.144 --> 00:21:45.425 but they all play in together. 00:21:46.483 --> 00:21:48.184 don't want you to name this person not 00:21:48.204 --> 00:21:49.385 that i think you would i don't want 00:21:49.405 --> 00:21:51.887 to hear who they are but what give 00:21:51.907 --> 00:21:53.128 me an example of what maybe one of 00:21:53.169 --> 00:21:55.089 the most expensive inefficiency you've 00:21:55.130 --> 00:21:57.672 ever seen in a clinic that maybe owners 00:21:57.692 --> 00:21:59.272 don't track like maybe you're doing a deep 00:21:59.292 --> 00:22:00.614 dive with a clinic owner who's like 00:22:00.713 --> 00:22:02.915 onboarding with you and you're like hang 00:22:02.976 --> 00:22:04.477 on a second like that moment you're like 00:22:04.537 --> 00:22:06.858 am i reading this right what's something 00:22:06.878 --> 00:22:08.700 you've seen that like just even shocked 00:22:08.740 --> 00:22:10.300 you even with twenty one years experience 00:22:11.163 --> 00:22:13.465 yeah the ones that often blow my mind 00:22:13.486 --> 00:22:15.769 are actually in in the billing realm like 00:22:15.828 --> 00:22:17.830 when i talk to a biller and they 00:22:17.851 --> 00:22:21.534 are like i effectively manually do 00:22:21.693 --> 00:22:24.237 anything one thing five things on each 00:22:24.277 --> 00:22:27.640 claim like really dumb examples like i 00:22:27.680 --> 00:22:29.622 look at every fifteen hundred form 00:22:29.721 --> 00:22:30.403 individually 00:22:31.101 --> 00:22:32.582 you know, before it's sent. 00:22:32.682 --> 00:22:33.862 And I won't, 00:22:33.942 --> 00:22:36.143 can't or won't trust any automation or 00:22:36.202 --> 00:22:37.864 anything for it to do it for me. 00:22:37.903 --> 00:22:39.305 I'm going to review every one and like 00:22:39.384 --> 00:22:40.144 in an extreme case, 00:22:40.184 --> 00:22:41.265 review it more than once. 00:22:42.326 --> 00:22:44.366 This isn't normal stuff. 00:22:44.386 --> 00:22:46.928 You know, again, no one can, 00:22:47.087 --> 00:22:49.308 no one should say that a hundred percent 00:22:49.328 --> 00:22:51.089 of claims will go perfectly a hundred 00:22:51.130 --> 00:22:52.009 percent of the time. 00:22:52.611 --> 00:22:56.435 But you have to rely on systems and 00:22:56.496 --> 00:22:56.997 automation. 00:22:57.037 --> 00:22:58.159 And frankly, 00:22:58.179 --> 00:23:00.080 it's not even just a convenience thing 00:23:00.101 --> 00:23:00.382 anymore. 00:23:00.402 --> 00:23:01.542 It's a matter of survival. 00:23:02.023 --> 00:23:04.426 So if you're going to review every claim 00:23:04.446 --> 00:23:07.090 manually and spend two minutes per claim, 00:23:07.111 --> 00:23:07.551 and you've got 00:23:08.092 --> 00:23:08.372 you know, 00:23:08.451 --> 00:23:10.753 a modest size clinic and doing a few 00:23:10.773 --> 00:23:12.875 hundred visits over the course of a week, 00:23:12.935 --> 00:23:13.636 nothing big deal. 00:23:13.656 --> 00:23:14.497 But I mean, right there, 00:23:14.537 --> 00:23:15.939 like this will blow your day out. 00:23:16.019 --> 00:23:17.799 It'll blow your week out to do this. 00:23:17.819 --> 00:23:19.320 So it blows my mind when I hear 00:23:19.361 --> 00:23:22.403 that because doing individual claim level 00:23:22.443 --> 00:23:24.645 stuff, it just breaks down so quickly, 00:23:25.006 --> 00:23:25.826 even at the most. 00:23:26.267 --> 00:23:27.688 So and you still have that. 00:23:27.768 --> 00:23:29.470 You still see that or even checking each 00:23:29.529 --> 00:23:30.770 individual billing code. 00:23:30.810 --> 00:23:32.571 And here's the thing that you correct. 00:23:32.592 --> 00:23:33.732 Correct me if I'm right or wrong. 00:23:33.932 --> 00:23:34.733 Correct me if I'm wrong. 00:23:35.013 --> 00:23:37.434 Just because you're doing that doesn't 00:23:37.535 --> 00:23:39.415 even guarantee it's being done well. 00:23:39.476 --> 00:23:42.436 So you are guaranteed a lot of effort, 00:23:42.657 --> 00:23:44.919 but you're not guaranteeing the outcome is 00:23:44.979 --> 00:23:45.598 even better. 00:23:46.460 --> 00:23:46.720 Yeah. 00:23:47.019 --> 00:23:48.181 Well, I mean, listen, you know, 00:23:48.240 --> 00:23:49.902 people will make their, so no, Jimmy, 00:23:49.922 --> 00:23:50.301 you're wrong. 00:23:50.342 --> 00:23:51.801 Of course we're guaranteeing the outcome, 00:23:51.842 --> 00:23:54.884 but reality is no one can guarantee the 00:23:54.943 --> 00:23:55.324 outcome. 00:23:55.384 --> 00:23:56.163 And reality is, 00:23:56.203 --> 00:23:58.265 is the insurance is using the same things 00:23:58.345 --> 00:24:00.926 on their, in their quiver, you know, 00:24:00.967 --> 00:24:01.866 they're using automation. 00:24:01.886 --> 00:24:03.407 That's why they screw up claims sometimes, 00:24:03.448 --> 00:24:03.627 right? 00:24:03.647 --> 00:24:05.127 Cause they follow a playbook and they just 00:24:05.188 --> 00:24:05.628 follow it. 00:24:05.828 --> 00:24:06.308 And, you know, 00:24:06.348 --> 00:24:08.609 there's going to be five percent of claims 00:24:08.630 --> 00:24:10.990 that have an appeal or a denial that 00:24:11.010 --> 00:24:12.412 has to be dealt with and so forth. 00:24:12.471 --> 00:24:12.592 But 00:24:13.211 --> 00:24:14.571 you know they're not going to go through 00:24:14.613 --> 00:24:16.512 every claim individually that's crazy uh 00:24:17.093 --> 00:24:19.493 and unnecessary in a lot of ways and 00:24:20.013 --> 00:24:21.815 so you need to run the business from 00:24:21.894 --> 00:24:24.476 forty thousand feet like what is our what 00:24:24.496 --> 00:24:26.256 are our high level metrics what are we 00:24:26.316 --> 00:24:29.017 doing how many yeah i mean if you're 00:24:29.096 --> 00:24:30.817 if you're having to work on if half 00:24:30.837 --> 00:24:32.238 of your claims are denying you have a 00:24:32.298 --> 00:24:34.578 problem if two percent of your claims are 00:24:34.618 --> 00:24:34.999 denying 00:24:35.605 --> 00:24:36.727 that's not bad. 00:24:36.926 --> 00:24:37.906 I mean, you know, you, you, 00:24:38.086 --> 00:24:39.488 you can't get away with zero percent. 00:24:39.528 --> 00:24:42.068 You'd love to, but you, so yeah, 00:24:42.170 --> 00:24:42.730 it's really the, 00:24:42.869 --> 00:24:44.590 the manual processes are the ones that 00:24:44.631 --> 00:24:46.172 really blow my mind when I hear about 00:24:46.192 --> 00:24:46.951 stuff like that. 00:24:46.991 --> 00:24:47.551 And, and it's, 00:24:47.652 --> 00:24:50.114 it's a lot of it sometimes it's not 00:24:50.173 --> 00:24:52.035 of course, ill intent by any stretch. 00:24:52.055 --> 00:24:53.395 It's usually a lot of it's driven by 00:24:53.435 --> 00:24:53.855 inertia. 00:24:53.895 --> 00:24:55.317 Like this is how we did it. 00:24:55.717 --> 00:24:56.916 This is how we've always done it, 00:24:56.957 --> 00:24:58.298 or we've done it since the nineties, 00:24:58.337 --> 00:24:59.959 or we had a billing system back then. 00:25:00.019 --> 00:25:01.299 And, or, you know, even five, 00:25:01.339 --> 00:25:02.039 ten years ago, 00:25:02.079 --> 00:25:03.201 and here's how we did it then. 00:25:03.240 --> 00:25:03.340 And 00:25:03.780 --> 00:25:05.402 we learned we had to do this because 00:25:05.442 --> 00:25:07.222 if we didn't, then, you know, 00:25:07.303 --> 00:25:08.403 and people start making weird 00:25:08.423 --> 00:25:09.183 associations. 00:25:09.284 --> 00:25:10.744 Like if I eat a ham sandwich while 00:25:10.785 --> 00:25:11.424 I do my billing, 00:25:11.464 --> 00:25:12.486 I never get any denial. 00:25:12.546 --> 00:25:14.166 So I always have a ham sandwich when 00:25:14.247 --> 00:25:15.507 I do my billing claims and you're like, 00:25:15.547 --> 00:25:17.087 well, hard to argue with results. 00:25:17.147 --> 00:25:17.367 I mean, 00:25:17.508 --> 00:25:18.709 I do like a good ham sandwich, 00:25:18.749 --> 00:25:19.950 so I don't know what to say. 00:25:20.009 --> 00:25:20.730 Like it's hard, you know, 00:25:20.750 --> 00:25:21.911 and this is the life of a software 00:25:21.951 --> 00:25:24.132 person trying to make these weird 00:25:24.172 --> 00:25:25.231 connections with things, 00:25:25.291 --> 00:25:26.952 but people have their superstitions. 00:25:26.972 --> 00:25:27.012 So. 00:25:27.093 --> 00:25:27.492 All right. 00:25:28.054 --> 00:25:30.095 So when clinics do, let's talk about 00:25:31.277 --> 00:25:32.277 What happens after? 00:25:32.356 --> 00:25:33.718 Let's talk about the transformation, 00:25:33.778 --> 00:25:34.617 as we would say, right? 00:25:35.018 --> 00:25:38.038 When clinics do introduce real automation, 00:25:38.720 --> 00:25:40.940 not just eat a ham sandwich and now 00:25:40.960 --> 00:25:41.840 we get better results, 00:25:42.320 --> 00:25:44.221 not just faster clicks or less clicks, 00:25:44.582 --> 00:25:46.021 what start real automation? 00:25:46.142 --> 00:25:48.863 What usually changes first? 00:25:49.002 --> 00:25:51.384 Is it staff stress reduces, 00:25:51.503 --> 00:25:53.744 revenue goes up, what should they expect? 00:25:54.085 --> 00:25:54.984 What's the canary? 00:25:55.025 --> 00:25:55.424 Like, oh, 00:25:55.625 --> 00:25:57.566 we were doing what this guy Sharif said. 00:25:57.885 --> 00:26:00.047 What should they look for in real terms? 00:26:01.505 --> 00:26:03.307 Yeah, I mean, I think, you know, 00:26:03.426 --> 00:26:05.689 definitely the team feeling, 00:26:06.048 --> 00:26:07.869 staff feeling is probably the one that is 00:26:07.930 --> 00:26:10.031 just, it's in front of you every day. 00:26:10.112 --> 00:26:12.034 It's not a metric, you're just seeing it. 00:26:12.114 --> 00:26:15.016 So there's no higher compliment to, 00:26:15.376 --> 00:26:15.616 you know, 00:26:15.656 --> 00:26:17.578 to the change or for us as a 00:26:17.638 --> 00:26:18.439 vendor, for example, 00:26:18.479 --> 00:26:20.260 when we hear that from clients, like, hey, 00:26:20.300 --> 00:26:21.662 everybody on the team's loving it, 00:26:22.303 --> 00:26:23.683 they're feeling better about it, 00:26:23.723 --> 00:26:25.464 they're coming to work more excited, 00:26:25.505 --> 00:26:27.207 they're more productive, more happy, 00:26:27.846 --> 00:26:29.548 and that we've solved a lot of problems 00:26:30.229 --> 00:26:31.449 uh that we had with the say a 00:26:31.489 --> 00:26:33.190 legacy system or a prior system that we 00:26:33.210 --> 00:26:34.650 were transitioning from so that's 00:26:34.690 --> 00:26:36.891 definitely just front and center um you 00:26:36.911 --> 00:26:38.751 have to get through the woods you know 00:26:38.811 --> 00:26:41.031 of the of that onboarding process which is 00:26:41.432 --> 00:26:42.653 you know made to be as easy as 00:26:42.673 --> 00:26:44.473 it can but again everybody's got to travel 00:26:44.513 --> 00:26:46.013 through those woods to get to the other 00:26:46.054 --> 00:26:47.994 side and and not kind of fall off 00:26:48.015 --> 00:26:50.976 the wagon uh prematurely or unnecessarily 00:26:51.016 --> 00:26:52.455 because it's you know we just had a 00:26:52.496 --> 00:26:53.976 bad day or there's something that's not 00:26:54.057 --> 00:26:55.277 perfectly going the same way 00:26:56.378 --> 00:26:57.762 So I think the staff one and then 00:26:57.923 --> 00:26:59.287 longer term, you know, 00:27:01.169 --> 00:27:04.670 I think a lot of vendors in my 00:27:04.750 --> 00:27:07.529 space make a lot of hay about, 00:27:07.549 --> 00:27:09.069 we can make you more money and so 00:27:09.130 --> 00:27:09.410 forth. 00:27:09.810 --> 00:27:11.290 I'm not as sure that those are the 00:27:11.310 --> 00:27:12.990 right claims to be making or that they're 00:27:13.050 --> 00:27:14.070 fair claims to be making. 00:27:14.090 --> 00:27:15.551 Because really, I don't know, 00:27:15.832 --> 00:27:18.031 unless there's a different Aetna out there 00:27:18.051 --> 00:27:18.932 or a different United, 00:27:18.971 --> 00:27:20.152 they're all the same insurance. 00:27:20.172 --> 00:27:21.573 The fee schedules are all the same. 00:27:22.133 --> 00:27:24.452 A modern system should be able to help 00:27:24.492 --> 00:27:26.093 you or get your claims out in a 00:27:26.153 --> 00:27:26.952 pretty short order. 00:27:26.972 --> 00:27:28.773 So there's some convergence there on those 00:27:28.814 --> 00:27:29.753 basic things where 00:27:30.386 --> 00:27:32.730 where we're seeing more differentiation 00:27:32.769 --> 00:27:34.191 and the things we focus on are the 00:27:34.250 --> 00:27:37.035 marketing, the automation of core tasks, 00:27:37.134 --> 00:27:39.837 obviously AI driven workflows to help cut 00:27:39.857 --> 00:27:41.278 down on manual workflows. 00:27:41.318 --> 00:27:42.780 And that's really where the money's at 00:27:43.141 --> 00:27:45.223 these days in terms of what are you 00:27:45.243 --> 00:27:45.924 really looking for? 00:27:46.605 --> 00:27:48.846 and predicated upon the practice actually 00:27:49.626 --> 00:27:50.468 implementing them. 00:27:51.607 --> 00:27:53.229 But you can definitely get some more 00:27:53.249 --> 00:27:54.369 visibility into stuff, 00:27:54.410 --> 00:27:56.611 hopefully make some better decisions about 00:27:56.651 --> 00:27:59.192 where the practice should go and that sort 00:27:59.212 --> 00:27:59.613 of thing. 00:28:00.193 --> 00:28:01.013 So I think, yeah, 00:28:01.054 --> 00:28:02.595 staff team is where you'd see it. 00:28:02.654 --> 00:28:04.135 Hopefully you hang on to an employee who 00:28:04.175 --> 00:28:05.156 is maybe borderline. 00:28:05.196 --> 00:28:06.738 Maybe they come in and they're like, 00:28:06.758 --> 00:28:07.157 you know what, 00:28:07.198 --> 00:28:08.598 this change really helped me. 00:28:08.659 --> 00:28:10.319 I'm spending more time with my family and 00:28:10.599 --> 00:28:11.299 I'm going to stay. 00:28:11.440 --> 00:28:11.961 Or I'm 00:28:12.521 --> 00:28:13.604 I don't need that raise. 00:28:13.903 --> 00:28:14.726 Nobody ever says that. 00:28:14.766 --> 00:28:17.230 But something like that to help ease 00:28:17.270 --> 00:28:18.492 things a little bit. 00:28:18.512 --> 00:28:21.699 So you're saying you're making the more 00:28:21.759 --> 00:28:22.340 real claim, 00:28:22.361 --> 00:28:23.563 which is something I don't see a lot 00:28:23.583 --> 00:28:23.903 of people... 00:28:24.622 --> 00:28:27.103 who do what you do often, which is, 00:28:27.323 --> 00:28:29.243 hey, listen, can we make you more money? 00:28:29.384 --> 00:28:33.045 I think the more clear line and the 00:28:33.305 --> 00:28:35.726 shorter line is I can show you where 00:28:35.766 --> 00:28:37.145 to stop losing time. 00:28:38.186 --> 00:28:39.507 And I learned a long time ago that 00:28:39.787 --> 00:28:40.508 time equals money. 00:28:40.587 --> 00:28:42.867 So, but you're saying I can prove this. 00:28:42.887 --> 00:28:43.808 I'm not gonna lie to you. 00:28:43.828 --> 00:28:45.048 I'm not gonna dangle the carrot, 00:28:45.068 --> 00:28:47.529 like more money, save more. 00:28:47.569 --> 00:28:49.090 But what you're saying is, hey, listen, 00:28:49.451 --> 00:28:50.971 this is a process if we, 00:28:51.310 --> 00:28:52.432 going back to my plumber analogy, 00:28:53.031 --> 00:28:56.133 If we shore up the leaks, in theory, 00:28:56.972 --> 00:28:58.413 we should be able to see more money. 00:28:58.453 --> 00:29:00.273 But what we can really work on now 00:29:00.334 --> 00:29:01.674 is put your head down to this. 00:29:02.234 --> 00:29:04.776 It's spending less or losing less. 00:29:05.715 --> 00:29:07.696 That should be a very straight line and 00:29:07.717 --> 00:29:09.557 a very short line to making more. 00:29:09.577 --> 00:29:10.857 But those two things are not the same. 00:29:12.017 --> 00:29:13.538 They're not they're not precisely the 00:29:13.577 --> 00:29:13.798 same. 00:29:13.837 --> 00:29:13.958 Yeah. 00:29:14.018 --> 00:29:15.338 And working happier, too. 00:29:15.419 --> 00:29:16.459 I think there's something about 00:29:16.558 --> 00:29:18.420 satisfaction that that does matter, 00:29:18.619 --> 00:29:20.060 especially matters to your team. 00:29:20.080 --> 00:29:20.320 You know, 00:29:20.361 --> 00:29:21.882 they don't have the ownership maybe that 00:29:21.922 --> 00:29:22.741 you do, obviously, 00:29:22.781 --> 00:29:24.502 where you have a direct like, hey, 00:29:24.542 --> 00:29:26.324 if I make this company practice worth 00:29:26.364 --> 00:29:28.224 more, I'm worth more at exit, 00:29:28.765 --> 00:29:30.665 which was never a conversation five years 00:29:30.685 --> 00:29:30.905 ago. 00:29:30.965 --> 00:29:32.906 But now any conference you go to, 00:29:32.946 --> 00:29:34.867 all you hear about is multiples and exits 00:29:34.907 --> 00:29:36.588 and private equity and all these different 00:29:36.628 --> 00:29:39.050 terms that never were in the lexicon a 00:29:39.090 --> 00:29:39.631 few years ago. 00:29:40.230 --> 00:29:40.951 But your team, 00:29:41.834 --> 00:29:43.916 these folks are working hard for your 00:29:43.977 --> 00:29:44.457 practice. 00:29:44.477 --> 00:29:45.598 They're working hard for their own 00:29:45.638 --> 00:29:46.460 personal future. 00:29:46.519 --> 00:29:48.563 So there's a happiness factor quotient 00:29:48.603 --> 00:29:50.506 there that's been that intangible in the 00:29:50.526 --> 00:29:52.067 hiring process that you can try and hear 00:29:52.087 --> 00:29:53.349 people articulate all the time. 00:29:54.546 --> 00:29:56.547 And so that's meaningful as well. 00:29:57.107 --> 00:29:58.028 And you just want to run. 00:29:58.169 --> 00:29:58.429 I mean, 00:29:59.049 --> 00:30:01.090 I have very traditional business values, 00:30:01.172 --> 00:30:01.491 I guess. 00:30:01.511 --> 00:30:01.991 So, you know, 00:30:02.011 --> 00:30:03.093 I think you should just run a good, 00:30:03.153 --> 00:30:05.394 clean, well-functioning business. 00:30:05.556 --> 00:30:06.997 And that means like your system and 00:30:07.037 --> 00:30:07.958 processes are good. 00:30:08.018 --> 00:30:10.180 And when I'm given the opportunity to talk 00:30:10.220 --> 00:30:11.441 to or address a group. 00:30:12.338 --> 00:30:14.079 i always ask them to think about what 00:30:14.140 --> 00:30:15.319 companies they're having the best 00:30:15.380 --> 00:30:17.661 experiences with right now and then when 00:30:17.701 --> 00:30:20.482 you do a little exercise why are they 00:30:20.502 --> 00:30:22.123 doing well it always comes down the same 00:30:22.143 --> 00:30:24.364 thing their operations are really smooth 00:30:24.505 --> 00:30:27.145 like that's what makes a great experience 00:30:27.306 --> 00:30:29.686 with a business so it is the amazon 00:30:29.707 --> 00:30:32.028 model like amazon's website hasn't changed 00:30:32.067 --> 00:30:33.548 that much actually if you look at it 00:30:33.588 --> 00:30:35.148 in the last ten years you know they 00:30:35.308 --> 00:30:37.069 kind of still looks the same the product 00:30:37.089 --> 00:30:39.171 pages look similar they've made more 00:30:39.191 --> 00:30:40.811 information but it's a similar layout 00:30:41.271 --> 00:30:43.815 but their operations are unbelievable. 00:30:43.894 --> 00:30:45.695 I mean, the next day, the two day, 00:30:46.497 --> 00:30:47.678 as soon as you add something to your 00:30:47.718 --> 00:30:48.058 cart, 00:30:48.078 --> 00:30:49.660 they're moving the product closer to you 00:30:49.700 --> 00:30:50.641 if it's not already. 00:30:51.080 --> 00:30:52.942 So when you think about practices, 00:30:53.103 --> 00:30:54.785 the ones that are making the booking easy, 00:30:54.805 --> 00:30:56.365 the ones that are making the intake easy, 00:30:56.385 --> 00:30:57.728 the ones that are sending you like nice 00:30:57.768 --> 00:30:58.828 curated emails, 00:30:59.269 --> 00:31:01.111 this is all a level of professionalism 00:31:01.151 --> 00:31:02.913 that really resonates with people. 00:31:02.992 --> 00:31:04.334 And it's a subtle resonation. 00:31:04.673 --> 00:31:05.295 It's not like 00:31:06.317 --> 00:31:07.578 man, that was the best thing ever. 00:31:07.598 --> 00:31:08.259 It's just like, wow, 00:31:08.278 --> 00:31:09.560 they kind of have it together. 00:31:09.840 --> 00:31:11.282 Like they just seem like they have it 00:31:11.303 --> 00:31:11.742 together. 00:31:11.823 --> 00:31:14.727 And that's what I think impresses patients 00:31:14.807 --> 00:31:17.190 and referring sources is when it all just 00:31:17.210 --> 00:31:19.132 seems to just work and nobody thinks about 00:31:19.172 --> 00:31:19.251 it. 00:31:19.271 --> 00:31:20.433 It's all background stuff. 00:31:20.493 --> 00:31:21.515 And like, it's pretty good. 00:31:23.136 --> 00:31:23.997 I want to make this part of a 00:31:24.076 --> 00:31:24.577 series. 00:31:24.958 --> 00:31:26.337 I sent you a couple of topics because 00:31:26.377 --> 00:31:29.419 I think these things are not in a 00:31:29.519 --> 00:31:29.939 silo. 00:31:30.318 --> 00:31:31.618 So this will be part one. 00:31:32.400 --> 00:31:33.920 I do want what's called front tees, 00:31:33.940 --> 00:31:35.200 which is look for part two. 00:31:35.500 --> 00:31:37.260 We're going to focus next on AI and 00:31:37.300 --> 00:31:38.961 PT, what's real, what's hype, 00:31:38.980 --> 00:31:40.122 what will actually change. 00:31:41.101 --> 00:31:42.882 Instead of buying the hype, right? 00:31:43.221 --> 00:31:45.063 And then the third part of this really 00:31:45.083 --> 00:31:46.804 will be from full schedules to full 00:31:46.844 --> 00:31:47.284 profit. 00:31:47.544 --> 00:31:49.045 How do you go from beginning to end? 00:31:49.265 --> 00:31:49.585 Why? 00:31:49.644 --> 00:31:52.346 And then where most busy clinics still 00:31:52.386 --> 00:31:53.227 struggle financially. 00:31:53.267 --> 00:31:54.288 So those will be coming up. 00:31:54.647 --> 00:31:56.068 But before we wrap up this episode, 00:31:56.548 --> 00:31:57.648 we bring you the parting shot. 00:31:57.669 --> 00:32:00.891 This is the parting shot. 00:32:01.431 --> 00:32:02.832 One last mic drop moment. 00:32:03.511 --> 00:32:04.313 No pressure. 00:32:04.752 --> 00:32:06.874 Just your legacy on the line. 00:32:12.470 --> 00:32:17.492 I feel like you could pick six, seven, 00:32:17.573 --> 00:32:18.633 eight things, six, 00:32:18.673 --> 00:32:21.615 seven things from the episode today to 00:32:21.654 --> 00:32:22.316 reiterate, 00:32:22.355 --> 00:32:24.176 but what would you want to stamp on 00:32:24.217 --> 00:32:25.076 people's brains, 00:32:25.156 --> 00:32:26.837 particularly people either who are running 00:32:26.877 --> 00:32:28.179 a practice who want to do that? 00:32:28.740 --> 00:32:30.259 What's your parting shot that they should 00:32:30.279 --> 00:32:30.560 just, 00:32:30.840 --> 00:32:31.861 if you're going to give them one thing 00:32:31.901 --> 00:32:32.922 to hold on to, what is it? 00:32:34.363 --> 00:32:35.604 My parting shot would be, 00:32:37.082 --> 00:32:38.163 It's twenty twenty six. 00:32:38.383 --> 00:32:40.325 Your biggest task this year is to separate 00:32:40.424 --> 00:32:41.685 out signal from noise. 00:32:42.446 --> 00:32:42.906 That's it. 00:32:43.047 --> 00:32:45.009 Like there's too too much. 00:32:45.368 --> 00:32:45.710 I don't know. 00:32:45.769 --> 00:32:47.191 Am I contributing to too much on this 00:32:47.230 --> 00:32:47.671 podcast? 00:32:47.730 --> 00:32:48.152 I hope not. 00:32:48.192 --> 00:32:49.752 I hope I've delivered something valuable 00:32:49.792 --> 00:32:51.875 to some people and something resonates. 00:32:51.914 --> 00:32:54.176 But there's so much signal out there. 00:32:55.496 --> 00:32:57.136 There's also so much noise. 00:32:57.817 --> 00:33:01.077 You cannot possibly keep up with 00:33:01.138 --> 00:33:01.979 everything you're hearing. 00:33:01.999 --> 00:33:04.019 You cannot possibly do everything every 00:33:04.059 --> 00:33:05.420 talking head is suggesting. 00:33:05.921 --> 00:33:07.881 You've got to think about what is your 00:33:07.901 --> 00:33:08.402 practice. 00:33:08.902 --> 00:33:10.102 It's January right now. 00:33:10.142 --> 00:33:11.403 Where do you want to be in December? 00:33:11.423 --> 00:33:12.682 What are you going to do to get 00:33:12.702 --> 00:33:13.344 from here to there? 00:33:14.384 --> 00:33:14.743 I don't know. 00:33:15.884 --> 00:33:16.884 In my experience, 00:33:17.365 --> 00:33:19.666 you're judged or your outcomes are as much 00:33:19.707 --> 00:33:20.987 by what you say no to as what 00:33:21.007 --> 00:33:21.748 you say yes to. 00:33:21.788 --> 00:33:23.348 So if you can't get some focus, 00:33:23.368 --> 00:33:24.729 your team won't have any focus. 00:33:25.230 --> 00:33:26.710 And you'll be sitting here in another year 00:33:26.750 --> 00:33:27.009 saying, 00:33:27.150 --> 00:33:28.711 we didn't really make any progress because 00:33:28.730 --> 00:33:30.912 we didn't really know exactly what finally 00:33:30.932 --> 00:33:31.813 we wanted to work on. 00:33:31.873 --> 00:33:32.012 So 00:33:32.821 --> 00:33:36.423 Find your signal and get on that. 00:33:36.484 --> 00:33:36.984 I like that. 00:33:37.025 --> 00:33:37.724 Find your signal. 00:33:39.125 --> 00:33:39.767 I would end with, 00:33:39.807 --> 00:33:40.906 and I heard this from someone else. 00:33:40.946 --> 00:33:41.708 I forget who it was. 00:33:41.748 --> 00:33:42.087 They said, 00:33:42.107 --> 00:33:43.568 there are people dumber than you making 00:33:43.608 --> 00:33:44.970 more money with less trust. 00:33:44.990 --> 00:33:47.231 So that should piss you off. 00:33:47.791 --> 00:33:49.333 And it should also motivate you like, hey, 00:33:49.393 --> 00:33:49.973 maybe I'm... 00:33:50.874 --> 00:33:52.273 overthinking a lot of these things. 00:33:52.334 --> 00:33:54.174 Maybe I'm listening to too much noise and 00:33:54.214 --> 00:33:54.934 not enough signal. 00:33:55.575 --> 00:33:57.895 And there are people dumber than you 00:33:57.915 --> 00:33:59.175 making more money with less stress. 00:33:59.215 --> 00:34:00.215 Let's focus on that. 00:34:00.556 --> 00:34:01.396 Don't be jealous. 00:34:01.876 --> 00:34:02.916 Be motivated by that. 00:34:03.497 --> 00:34:05.597 EmpowerEMR.com if you want to go a little 00:34:05.617 --> 00:34:06.438 bit deeper into this. 00:34:06.478 --> 00:34:07.577 Take one little step. 00:34:08.338 --> 00:34:09.358 Sharif's not going to handcuff you to 00:34:09.398 --> 00:34:10.518 anything. 00:34:10.539 --> 00:34:11.719 But reach out to Empower as an 00:34:11.759 --> 00:34:12.278 organization. 00:34:12.358 --> 00:34:13.438 I appreciate your time, Sharif. 00:34:13.460 --> 00:34:14.079 Thanks for this, man. 00:34:14.139 --> 00:34:14.639 Thank you. 00:34:14.659 --> 00:34:15.219 Thanks for having me. 00:34:15.606 --> 00:34:17.307 And we'll see you back at part two 00:34:17.347 --> 00:34:18.208 and part three. 00:34:18.989 --> 00:34:21.592 And maybe this is your signal versus noise 00:34:21.632 --> 00:34:24.355 ratio that we need to focus on. 00:34:24.474 --> 00:34:24.755 Right on. 00:34:27.355 --> 00:34:28.396 That's it for this one, 00:34:28.695 --> 00:34:30.376 but we're just getting warmed up. 00:34:30.838 --> 00:34:32.739 Smash follow, send it to a friend, 00:34:32.958 --> 00:34:34.621 or crank up the next episode. 00:34:35.141 --> 00:34:36.061 Want to go deeper? 00:34:36.342 --> 00:34:40.545 Hit us at pgpinecast.com or find us on 00:34:40.585 --> 00:34:43.146 YouTube and socials at pgpinecast. 00:34:43.567 --> 00:34:45.849 And legally, none of this was advice. 00:34:45.909 --> 00:34:47.690 It's for entertainment purposes only. 00:34:48.331 --> 00:34:49.311 Bullshit! 00:34:49.331 --> 00:34:49.891 See, Keith? 00:34:50.112 --> 00:34:51.193 We read the script. 00:34:51.492 --> 00:34:52.134 Happy now?