Case Study: Travis Kluckhenn Physiotherapist

GMCP Ep. 041 - How To Master Your Clinic Operations
GMCP Ep. 041 – How To Master Your Clinic Operations
July 20, 2018
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GMCP Ep. 042 – How to Scale Your Content Marketing
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“There was so much to do, I didn’t know where to begin”

As a Clinic Owner, you’re probably accustom to doing a case study for a patient or condition, but have you ever done it with your business owner hat on?!

 

You’re probably interested to know what other clinic owners are doing to grow their clinic!

 

It’s pretty common for us to see a clinic owner that is lost for direction, not sure what the next step is for their business journey.

 

You’re either in a position of pain, struggle or overwhelm and need some urgent help, or you’re happy, content and potentially complacent, meaning you’re missing a lot of the upside.

 

In any case, it’s great to learn from other health professionals in business because it highlights the opportunities for you to grow.

 

In this case study with Travis, we’re going to share a detailed insight into his journey as a Physiotherapist and Private Practice owner (Pathways Physiotherapy).

 

As you can appreciate, everyone’s journey is different, so, take what you see here and filter it through your current position and ask yourself, how could this work for you?

 

You’ll notice that we’ve included a lot of detail in this case study. We’ve been able to do that because of our 103 point self assessment business audit that we do at the beginning of every new member’s journey.

 

We are also constantly reviewing our progress with members and on a quarterly basis we do a business audit to review our progress so that Clinic Mastery can stay accountable to the clinic owner getting a return on their investment.

 

You’ll see in the answers below we have included Travis’ feedback throughout his time with us.

 

Why did you start your clinic?

I love helping people, but wanted to do so on my terms, in an environment that I created.

 

That’s why I started my own Physiotherapy practice. I also love leading a team and helping other therapists grow.

 

Ultimately though I wanted to have the freedom to live the life I want for me and for my family.

 

I always knew I never wanted to be trapped working within the business.

 

Tell us about your clinic

I started my Physiotherapy and Pilates business in 2014 doing everything myself for 6 months.

 

Then employed my first therapist and receptionist 6 months in.

 

Since then we’ve made slow but steady progress.

 

We have 3 therapists and run multiple classes.

 

Our GP, surgeon, PT and other health professional referral networks are strong, but other than that we currently do minimal external marketing.

 

Why did You Join the Clinic Mastery Business Academy?

I knew we needed systems and even had it on my “to do” list for 6 months, but every time I’d start I’d stare blankly at my laptop.

 

There was so much to do I didn’t know where to begin.

 

A colleague and a friend of mine invited me to a Clinic Mastery event because she felt they could help me.

 

It was last minute and I had a full book on the Saturday.

 

I made the decision to call every client and reschedule them so I could make it.

 

It was the best decision I made since starting the business in the first place.

 

Immediately I knew CM would help with my systems, but I also learnt a heap about team engagement and workplace culture.

 

It was the changes I made around team engagement which had the biggest immediate impact on my top line growth.

 

My staff seemed energised and became super productive.

 

Happy Clinic Mastery Group

 

 

What Results Have You Achieved With The Business Academy?

You’ll see some real figures below…

 

What you need to know is that the comparison spans between October 2017 – July 2018 (~9m)

 

Remember, Travis runs a Physiotherapy clinic and your numbers are likely to be different if you are in another industry.

 

Over that period, these numbers reflect how Travis has been able to engage and align his team, with the help of Clinic Mastery to be able to implement many of the (64+) practical systems (we give you in the business academy) to create a sustainable business.

 

You’ll also need to appreciate that these are sustained average numbers over a 9m period.

 

Monthly Revenue

  • Increase 25%
  • Key system (s) we implemented to help create this change:
    • Showing more love through team huddles, quarterly one-on-one catch ups with all staff and quarterly team workshops; and using SLACK for idea collaboration and sharing “warm and fuzzy” feedback amongst one another.
    • Team Intranet Hub for P&P’s
    • Client journey
    • Increased consult prices

 

Monthly New Clients

  • Increase by 5%
  • Key system (s) we implemented to help create this change:
    • Starting content marketing this quarter

 

Monthly Appointment Numbers

  • Increase 15%
  • Key system (s) we implemented to help create this change:
    • Introducing management plans
    • Practitioner engagement and confidence

 

Patient Visit Average

  • Increase by 20%
  • Key system (s) we implemented to help create this change:
    • Introducing management plans
    • Improved therapist confidence
    • More robustly followed therapist KPI’s

 

Average Revenue Per Client

  • Increase by 20%
  • Key system (s) we implemented to help create this change:
    • Just did it – fee increases

 

More Freedom

  • Decreased clinical hours from 35 – 25 clinical hrs per week
    • Im working 10-12 hr on the business each week
  • Key system(s) we implemented to help create this change:
    • Hand over of clients to other practitioners
    • Big focus on team member 1:1 meetings and Professional Development to ensure same quality throughout the clinic

 

 

 

What Other Changes Have You Experienced in Your Clinic?

 

  • We’ve added new Team Members
    • Employed one new therapist and implemented brand new induction program which has led to a much quicker growth in PVA and patient management.
  • We’ve transitioned to better Operating Systems
    • Migrated email to GMail and now use GSuite instead of Office 365
    • From nothing or texting on my phone to cloud based client communication system Cliniq Apps
    • From written to-do lists, to Asana Project Management Software
    • We use weekly, monthly and quarterly dashboards to monitor practitioner and clinic performance
  • We are much more Structured in our Growth
    • All of my plans used to be in losely in my head, now we have a clear structure because we have created detailed 90 day and 12 month plans.
  • We are more delivering a better Client Experience
    • We have a written and clarity on the touch points in our new clients journey
    • We survey our clients using the NPS to find out how their experience was after their first visit
    • We have transformed our waiting room into a welcome room! We offer fresh fruit and infused water
    • We have defined our consult structure, using scripts to help practitioners run on time and deliver a high quality, consistent service experience
  • We’re getting paid what we’re worth because we Add More Value
    • We have increased our consult fees
    • We have a fee adjustment strategy that is sustainable and profitable
    • We have a clearly define accounts management system that allows us to be paid in a timely manner
  • We are transforming our Team Culture by;
    • We’re still improving, however, our team now have helped craft our core purpose and values.
    • We regularly celebrate our team wins
    • We have structured team meetings, reviews and social catch ups that align our teams personal/professional goals with the business objectives
    • We have weekly team meetings, monthly team check-ins and quarterly performance reviews
    • We have a structured team induction training
  • We are Marketing better by;
    • We have clearly defined our ideal client and we are consistently marketing to them
    • We have a website that ranks in the top 3 of google

 

 

Clinic Mastery Team

 

 

How Would You Describe Your Business Academy Experience

Virtual Classroom

  • Kajabi = Informative & Valuable
    • So many easy to watch video resources, linked to worksheets to make the process of learning easy, and to allow the application of the content to my business seamless.

 

Study Buddies

  • Coaching & Community = SO amazing!
    • Jack has been an amazing coach. He pushes you outside of your comfort zone and gets super practical. He provides accountability to my action plan and keeps me focussed. Shane has also been a tremendous help with teaching me to know my numbers! I now have a budget for the next financial year, and can review my current numbers quickly and easily in a well-organised and clear way. It’s priceless to have such an amazing, collaborative and experienced online community of health clinic business owners available within minutes to share ideas and discuss concepts.

 

Business in a Box

  • Google site = Amazing, what I originally came to CM for!
    • It took some time but all my policies and procedures are now available for my team to access. They have had nothing but compliments for how thorough it is.

 

How Would You Describe Your Experience with the Clinic Mastery Team?

Jack, Shane, Ben and Daniel have a lot to offer.

 

They have been incredibly helpful by being responsive and direct with me, they have always followed through and kept me accountable.

 

They have always been willing to go above and beyond, no matter what the the question or time of the day.

 

They have played a huge role in the success and growth of our clinic.

 

What Advice Do You Have For a Clinic Owner Contemplating the Business Academy?

I wouldn’t hesitate to reach out to the clinic mastery team and see what they can offer, because I have no doubt they can help anyone, regardless of what stage they are with their business.

 

The biggest thing for me was CM giving me the tools to be able to gain my freedom, work the hours I want to work, whilst trusting that the systems and processes, induction, and team culture I have put in place will run the business like a well oiled machine without me.

 

Plus, its totally evident from the minute you have a conversation with one of the team at CM, that they genuinely care about you. They understand you and they’ve been there before.

 

Applications for the next Business Academy enrolment are now open (only 4 per year), claim your strategy session now to see if we have what you need and find out if you’d be a good fit.

 

 

 

Conclusion

So, the question i have for you is this, do you want to grow your clinic?!

 

Unfortunately, you don’t get any extra rewards for doing it yourself…

 

If you want to take control of your clinic growth, just like Travis, you might as well take advantage of the entire done-for-you systems, policies, procedures and structures we’ve created and use in our clinics today…

 

There is no need to re-invent the wheel!

 

If you’re serious about taking the next step, then we should talk. If you’re on the fence, this is not for you. Just like Travis said, you have to immerse yourself to get the best results.

 

 

 

 

The Business Academy is not for the faint hearted, it demands high level of commitment and relentless execution. It is your business after-all.

 

Travis has put in an incredible amount of work, he epitomises what it means to be a member of this elite group.

 

We have all the resources you need and the support to help bring it to life, the question is, are you willing to put your head down and do the yards with us?

 

Will You Be Our Next Case Study?!

 

Until next time;

Live with Passion and Serve with Care!

 

Ben Lynch
Ben Lynch
Hey, Im Ben. Im a Family Guy, Coffee Enthusiast, Speaker and Im curious about how people communicate and interact as part of Client Experiences in Business.

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