Words matter. That’s why today’s guest advocates for using the term consumer over patient when referring to clients at your clinic. In his second podcast with PT Talker, Jerry Durham, PT, Principal of San Francisco Sport and Spine Physical Therapy, shares why customer service is so important at your clinic.
He stresses that consumers have a choice. A patient is someone who comes to a clinic with symptoms that can be addressed and once addressed a physical therapist may never have the opportunity to work with that individual again. Durham feels referring to individuals as customers instead of patients implies that the clinic is building a long-term relationship with every individual they work with and encourages physical therapists to find ways to stay engaged even after the initial problem is addressed.
Discover how his clinic provides a “no surprises” approach and how his dedicated customer support staff delivers results by listening to the full podcast now.