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dot com forward slash

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cast. This is chanel Bun with the Becker

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Health care podcast, and I'm recording live at

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the Becker Healthcare care 20 first Samuel spine

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orthopedic campaign pain management driven As and plus

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the future of Spine Conference.

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And right now, I'm sitting with doctor Z

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Tay, the medical director for the pain specialist

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of Cincinnati, Doctor Tay. Thank you so much

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for joining me today. Thank you, Chanel for

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having me. Really appreciate the opportunity to be

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here and to be able to put forth

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a few.

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Different things that we can consider going forward

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for all of our features, hopefully. Perfect. Well,

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to get us started, Could you please tell

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us a bit about yourself and share

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about your organization? Yes. Absolutely.

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So again, just like Chanel mentioned, My name

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is Ty. I've been practicing

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the field I'm in, which is specifically in

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Pm and R and pain

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for

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almost 50 years now,

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and

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I've been in private practice, specifically my own

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practice now for

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bought the last 7 to 8 years, and

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we've been running a multi disciplinary clinic or

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pretty much that amount the time. But it's

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continued to grow in terms of all the

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different services that we offer, and hopefully god

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willing. We're gonna have a groundbreaking now in

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in the next few weeks for our first

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ambulatory surgical center.

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Perfect. And

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in recent years, health care costs have increased

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dramatically.

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Since the pandemic especially, how has that affected

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your work? That's a great comment and question.

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You know, the... I would like, right now,

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probably with some of the biggest things that

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we've been having issues with is cost of

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goods. Right? So since the pandemic,

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you know, we're trying to reign, say the

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community in the society. And so a lot

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of things now have just been costing a

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lot more, including staffing. So a lot of

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people's cost have gone out. A lot of

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people's,

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I guess, mental states and how do they

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kind of view things maybe, like, post pandemic

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at this point. They're starting to think.

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So Well, maybe do I really need to

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do this or I really need to work.

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And people are thinking about, you know, work

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in life balance. You know, after something big,

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like the pandemic, You know, people start kinda

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rethinking certain things. And then some people are

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just in worse off situations. So I would

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say overall now, with the increased costs of

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good as well as the amount that it

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actually costs to

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maintain higher, and then,

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retain people. I think has definitely been a

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significant challenge.

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Got it, and kinda shifting the conversation a

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bit.

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Based on your experience, how is the patient

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provider dynamic changed over time.

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Yes. That's

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that's like a million dollar question.

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You know, I would say that, I think

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previously,

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in medicine, it was more pate

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in the sense that

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the doctors or the different providers would kind

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of know exactly what they were doing

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or what they were putting forth, and they

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were the only ones that really had access

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to a lot of information.

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Now in this day age, you could go

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on to Google There's a whole bunch of

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different social media platforms. And so now what's

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happening is that there's a lot of people

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coming in

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with access to more knowledge, maybe not necessarily

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more knowledgeable. There's but with access to more

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knowledge. And so they're coming in with a

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lot more ideas, questions and concerns.

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And so it's not so much of...

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But I'm gonna tell you you need to

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do this. But here, let's see if we

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can try to figure out if we can

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kinda come to some type of quote unquote

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agreement as to what, you know, care is

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going to be.

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Well, but the way health is now, 1

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of the challenges that we face

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is

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seeing a lot more people

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in a lot less time,

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because it's become more of a volume game

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than a care game in a sense. And

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so

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we have limited up opportunity or limited facetime

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with some of our clients or patients. And

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so I think a lot of them now

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are feeling

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in a sense,

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it does what we have right now actually

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work. And so

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on top of that, we're also a lit

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indigenous society. Alright? And so people are always

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was looking for that quick or, you know,

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oh, well, you didn't meet my needs or

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you didn't meet my my level of concern

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or care. And so then you could potentially

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get sued. And so now we're looking at

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that aspect of it. We're looking at the

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different medical boards, pharmacy boards, the different regulatory

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boards. So there's a lot of things out

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there that have actually come into play in

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terms of our relationships with all of our

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clients and patients now.

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Perfect. And you've kind of already touched touched

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on this. But in recent years with social

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media and, like, he increased boom of people

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are taking help more into their own hands

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and touched not seeking out as much professional

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opinions. Why do you think that is?

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Yes. So I think before when people used

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to just kinda take it at face value?

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They would just kinda go with the flow

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and say, yep, this is what my doctor

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said. And so this is what I'm gonna

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do. Now since people are coming in with

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a little bit more knowledge,

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a little bit more ideas on, you know,

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what they can do.

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I think...

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And then in tandem with what I was

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putting forth before in terms of,

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the limited time that you actually have with

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a patient or a client.

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I think there's

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a little lack of trust or the trust

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is being lost between

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the patient and the provider.

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And so I think that's that's a huge

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thing.

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I think that

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overall,

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if if time is not spent

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in terms of developing that Ra rapport,

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developing that relationship, I think we're gonna be

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heading on the wrong direction in this regard.

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And that kind of brings me to my

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next point, from an organizational standpoint, do you

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have any strategies in place aimed at helping

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bring in patient to improve that retention? Yes.

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So in this case, I would say, you

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could do a lot of the basic fundamental

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things. In terms of, you know, follow ups,

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surveys,

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satisfaction,

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you know, requirements and things like that, you

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know, follow ups calls, emails, text, there's a

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lot of those simple things that you could

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be doing.

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But I think in this case, if you

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go back to basics and fundamentals. You're looking

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at, yeah, We're looking at them as maybe

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patients are. Clients. But at the end of

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the day, you know, we're all striving to

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be like human beings. And so I think

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if we just kinda start with that basic

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principle of

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hey, I'm here for you. I care for

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you. I think that's gonna go a long

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way. So kindness is something huge.

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I believe

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it was a theodore Roosevelt, 1 of our

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previous private presidents that said, you know, they

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don't care what you know until they know

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that you care. And so I think that

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goes that goes a long way in terms

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of being able to hold on to people,

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retain people and being able to develop that

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that long term relationship.

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Perfect then. You kinda just told us out

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to retain people, but can you explain why

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it's so important to have that retention? Yes.

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Absolutely.

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So a lot of the issues and challenges

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and problems that we all face.

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Didn't just kinda happen overnight. Yeah. Obviously, there

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are some things that can happen overnight. And

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usually there's... That's what acute care is for.

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But a lot of what we kinda go

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through and phase.

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It could be

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big traumas. It could be small traumas.

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Could be things from our family of origin,

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it could be a whole bunch of different

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things. And I think that since problems don't

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typically just happen overnight, In terms of being

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able to kinda get to the root of

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the issues or to the root of the

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problems or the challenges that we all face,

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we do need to try to develop that

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long term relationship. And,

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that is why if we're just there for,

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like, a quick intervention here and there, we're

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probably not gonna get that quote unquote win.

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Absolutely. Well Doctor. Tay, I wanna thank you

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for your time today, but before I let

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you go, is there anything else art listeners

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room?

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I would just put forth that

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when we engage in whatever we are doing,

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we should probably just take a step back,

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take a breath

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and kinda come back to why we're doing

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what we're doing and treat people the way

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that we would like to be treated.

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Got it. Well, doctor Tay. I wanna thank

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you once again for your time today for

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joining me on the Becker Health care podcast.

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Thank you for the opportunity, chanel. Appreciate it.

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Hey