Transcript
Robbie: Hey, what's up, Marla? What's up?
Marla: Hi.
All right.
Robbie: I like this. This is like a webinar format. I got it. Now will we be able to see some folks or would they be just more like listeners?
Marla: They are listeners and I think they're joining right now. We see all jumping right on.
Robbie: I see. We got so many folks. Look at you guys. Awesome. Awesome. Awesome. Thanks for everybody in and then we'll get started. So holiday season is here. I just looked at the calendar and I didn't realize that it was.
Next week, so there you go. My wife's already hitting me up for different plans that we have for Thanksgiving. So hopefully we can help some folks out on this call. This is when it flies by. Absolutely. It looks like we're just getting to that Mark. So welcome everybody. Thank you so much for joining this live training session.
Marla: This is a little different than what we normally do. But we are really excited to have a special guest, an industry expert who is going to be helping equip us with all of these tools and techniques on how to fill your schedule through to the end of the year. So just a quick update for those of you who don't know me, my name is Marla Ranieri, and I'm the head of clinical innovation and clinical strategy at Prompt EMR, and I am joined today with Robbie Wilkers.
Robby, thank you for joining us.
Robbie: Pleasure to be here, Marla. Thanks for having me on.
Marla: Absolutely. And just a quick update about Robby's background. Robby is the co owner of Rehab CEOs. I'm sure many of you have heard or watched on social media, all of the great content that Robby and team is putting out.
He is a seasoned expert in scaling physical therapy practices. He began his career in Virginia, and small mom and pop and quickly transformed and scale that in just over 18 months. He was also voted the best PT company in Prince William County. And he realized that he can grow a successful business, but what he really cares and is passionate about doing is helping other owners and creating their mindset and skillset.
to help them grow their businesses. So Robbie is a strategic growth partner, and he's been helping practices owners evolve into true rehab CEOs. And today he's gonna share a lot of his strategies as the holiday season is coming on how to keep your schedule full all the way through to the end of the year.
How to be proactive and how to give patients the gift of prioritizing their health. Cause we all know seasons get busy and patients fall off, but there are absolutely ways to avoid that. So Robbie, thank you for joining us and really pleasure to have you here.
Robbie: Awesome. Thanks for having me. And I see, wow, we have about 140 folks that are hopping on here.
And first I just want to thank prompts for having me. And these guys are incredible. And if you guys are using prompt EMR and use there's some EMR partners out there and that people sign up for their EMRs and then that's it. And prompt is over here. How can we help you guys grow and expand and get some more folks and, either get more patients or getting more providers or, keep you guys growing, which is awesome.
So just Marla, I appreciate all that you guys are doing. And thanks so much for having me full disclosure. I'm a little sick today. So if you, if I'm a little nasally or I've got a pause and cough, I don't want to cough on anybody's ears. I always think that it's important to have congruency.
I told you I'll be here. So I'm here. But just know, just give me a little grace for those that are listening for the first time. Maybe we have some people that have never heard of me or heard me speak before, but just know that I'm a little sick, a little nasally, but hopefully that's okay.
And the other thing here is I want to thank everybody who's on here. It's a Tuesday afternoon and you guys have a lot going on in your businesses right now. But you've taken the time in order to, block some time on your schedule to be here. So over the next hour, I'm going to really pour into you guys.
Give you a ton of value. I'm a big fan of there's four levels of teaching. There's like tactics, there's like strategies. There's principles, and then there's this thing called energy, and I'm going to hit all of those as we start to learn how to build our clinics over the next couple of weeks here.
So Marla just awesome. Thanks for having me and thank everybody for being here.
Marla: Awesome. And just some housekeeping before we go. We do have the chat open because we do want people who will probably ask questions and we'd love you to just respond and be engaged, but we also have this Q and a button at the bottom of the zoom call, and definitely if you have a question for us or one that you want us to absolutely reply to, if we don't get to it today, I would recommend using that button there so that our customer service representatives or anybody afterwards can reply to your question if we didn't get to it during the session.
Robbie: Awesome. And Marla, I'll be I'll be moving over to my, to a whiteboard of sorts here. So because this is a zoom and I believe that if they go to view and then they put on like speaker versus gallery they should be able to see myself or you when you're speaking. But specifically when I go to teach, I'll be on my I'll be on my whiteboard.
So people could take a look at that. Cool. If you're on mobile, if you're just listening on mobile, I believe you just swipe to the right and the screen will pop up. So I think that's what someone told me one day, but awesome.
Marla: Perfect. Let's get started and really just give us the big overview.
As we said, holiday season's coming. Give us the big overview. What are your high priorities and how are you looking at the season about keeping your schedule full and making sure you're being proactive?
Robbie: Yeah. Awesome. Awesome question. And I know that this was like the title of this was keep your schedules full through the holiday season.
If we, in Marla, I think there's a chat that people could respond just to get the energy up here is just let me know if you guys are already full and you're just trying to keep your schedules full. So if you're already full and want to keep your schedules full, just one in a chat.
So if you guys are full and want to keep it full, just press one. And if you're not full and want to fill it up, press two. So I could see that I want to see my, my, some people are going to be one. Some people are going to be twos. The reason why I do that is I'm going to be able to see in the chat. We've got a lot of, I think I'm seeing a lot of ones and twos.
It's pretty, pretty split. Okay. So the reason why I asked that, cause sometimes I see the title of things and want to know, do we have more people that are full and want to stay full? Or do we have people that need to fill their schedules? Cool. So perfect. I see a lot of ones and twos as well.
Also just do me a really quick favor in the chat right now with the number. Okay. If you guys could put how many providers you have working for you. So a provider we'll just say like FTE is like a full time equivalent. I just want to see like how many providers that you guys have working. So we got some sevens.
We got some 11s. We got some nines, threes, twos. Okay. So we've got some big businesses in here and we even have some individuals that are just startups. I see some eighties, some hundreds. Okay, great. Awesome. So we're gonna, we're gonna talk to everybody here. So I always tell people like I go to my highest, I see some hundreds.
I see some seventies. I'm going to give the big strategies. And then we're going to work our way down. So then that way everybody gets something here. So cool. So Marla asked a question. She said, like, how do we like, what's the big strategy here between now and the end of the year? And it's a great question.
So let's dive in here and hopefully Marla, if you guys can't see my screen for any reason just let me know, and then I'll make sure that I move some things around. So the first thing that I always look at, and as we want to fill our schedules here I'm going to go ahead and let's put some dates here, which is crazy to think about, but.
We have this week is the 18th, we have next week is going to be the 25th, and then we're going to have the 2nd, the 9th, and then we're going to have the 16th, and then the 23rd. And I'll add one more week here, because let's go ahead and get all the way into it. To New Year's here. So what's the week there?
Oh, it's the 30th. Okay, great. So what you want to do here when you're heading into what I like to call, let me go ahead and just move my guy to the bottom there, so something that I like to do here is I like to look at what's to come and before I even do that, I'll give you guys a little nugget really quickly.
We just got out of October. So at the beginning of every single month, like November 1st, or whatever that looks like, I like to pull up like a Google document and I just like to write down on that document. What happened in October that I need to be aware of for next year, right? And it's something that a lot of times people just are going through the days, the weeks, the months, whatever that looks like.
And there's really no planning here. There's no strategic planning. But what I like to do here is I like to on November 1st or the first week, I just go back, just do a little self reflection, pull up a document. And write down exactly what happened. So now, the next year, when I get into November, or I get into December, or even heading into January, I could pull up these documents and be like, what exactly happened during the clinic that I wasn't prepared for?
Good example of this October, my wife always hits me with fall break. It always sneaks up on me. I never know when the kids are off and when they're going to be home for a week. We're not guilty? My wife's hey, you got fall break. Why is that important? Because other people have fall break.
And sometimes you have some drop off in your schedule because of these things. So what I do is we have these dates that are going to come up. We have November, we have Christmas and we have new years. So what I like to do just to zoom out a little bit here is I know that we have Thanksgiving next week.
Okay. So typically the week of this week and even going back another week here now, obviously this webinars for this week. But even for next year, I always like to go about two weeks before. So like the 11, so there's two things that are going to happen heading into disruption. So Ryan called this disruption.
Disruption follows intention, right? Two weeks out and then one week out. I want to pre frame people, right? That we have this thing that's going to come up. That's going to cause people to start wanting to. No show cancel, whatever that looks like. So some people are going to be like Hey, my family's in a coming into town.
I need to cancel my appointments. Some people are going to say I'm going out of town. I need to cancel my appointments, whatever that looks like. So before we head into a holiday, I always like to make sure we're discussing people's planet cares. And we are doing this thing called pre booking.
Okay, so you guys can write that down. Pre booking. Every single patient, and these are all of our active patients, that are coming into the clinic, we want to make sure that we are booking out their Planet Cares through the holiday. Okay. It sounds pretty elementary, but what do I mean by that? Okay. This week's the 18th.
So I want you guys to be 100 percent full this week. Now, if you're not full, I'll get to you guys in a second. I want you guys to be about 100 percent full this week. I want you guys to be at about 100 percent full heading into next week. Which, by the way, you have one less working day. The week of the second, you're going to be at 80 percent full.
You're going to be at 60 percent full. And then 40 percent full is the strategy there. With our act of patience we want to make sure that they have either a full plan of care and we are booking them out through the holidays kind of step number one. Then we're going to have some of our active patients here that either have a partial plan of care, a one visit plan of care or no visit plan of care.
Marley, you're probably familiar with that where some people are like, you're supposed to come three times a week for six weeks. And then you have some people that are like I'm going to come once a week because of the holiday or I'm going to come not the holiday week, but every other week.
Is this resonating with some of you guys? Just go ahead in the chat right now. Just so I could make sure this is resonating with some of you guys. So what we want to do here, right? Ted said, yep. John said, yep. So as you guys are looking at this thing, we want to start making sure our team members are aware that patients are going to start to say they have this thing called a plan objection.
And we'll cover that in a little bit. We'll get to this plan objection. What to actually do when people are like, Hey, I want to cancel my appointments because I have these plans coming up. But the first thing that we're telling our team is, Hey, every single patient that's coming in. We want to make sure that our big focus heading into the holiday or heading into the disruption is we want to make sure that we're our schedule efficiency, we're booking people out.
Then what's going to happen after the holiday. Okay. Cause people are going to come back. This is where you really want to make sure that Hey, what patients fell off the schedule. And then what can we do to go ahead and get these guys back on the schedule? So heading into the holiday, we're scheduling.
And then after the holiday, we look and see okay, disruption hit, what do we do? So during this time, after a holiday, this is where you guys are going to do these things called wellness checks. And let me go ahead, spelling the wrong thing there. Wellness checks. Okay. We want to find out all of our active patients that are supposed to be coming in and being scheduled and prompt is an awesome job with this.
Because Marla, you guys have a feature where you guys could keep track of all your active patients and either they're engaged or non engaged, correct?
Marla: Right through the EMR. But if you don't, we recommend you keeping a spreadsheet with the EMR that you're using.
Robbie: Oh, cool. So we have some prompt users and then some, okay, great.
So prompt, if you guys are aware, so prompt has this really cool feature where it's just like active patients, and then it'll say if they're like engaged and they booked out their plan of care or like they're non engaged and like we got to, so it'll do most of the grunt work, but even if you don't have prompt EMR, you would find out like your active patients and figure out like which ones have a full plan of care schedule.
And then the non engaged one either have a partial plan of care, meaning you told them three times a week for four weeks, but they decided to come in twice a week for two or once a week for four, or they have one visit scheduled or no. So we want to find out who those people are, and we want to do this thing called re enrollment week.
So you guys could write that down. So it's called re enrollment week. So there's two things that are going to happen. The patients with one visit or no visit scheduled, we do a wellness check and get them back in on the schedule. And the people that are coming in, but they don't have a full plan of care booked, we do like this thing called re enrollment week.
And I want to give you guys more tactical stuff, more strategic stuff here, so you don't leave this thing and don't feel like you got anything. So re enrollment week basically is like a glorified progress summary for every single patient without the documentation. So what you do is when a patient comes in and that you're sitting there and you're like, Hey, Marla, I just want to let you know, you just got your authorization back.
You got six more visits. Let's go ahead and book you for twice a week for the next three weeks. And let's go ahead and schedule out your appointments. That's it, right? So you're just finding out where people are in their plan of care. And then you're just going to figure out what they have left to get them to the North star.
And the North star for everybody on this call here, and this is the writer downer that I want you guys to put is, why are we doing all this thing? Why are we trying to get people to, book out their appointments? Why are we trying to get people to come in after the holidays? The North star here is graduation.
Okay. Or fancy word for discharge, right? Discharge has a negative, right? Hospitals discharge people. It's a positive thing, but sometimes I'm just like, I want to graduate. I want to celebrate. So something that I want you guys to write down here is that like, why are we, why does this, any of this matter?
The biggest thing that we want to look at is we want to get every single one of our new patients to graduation. Okay. That's the most important thing here. Cause we say we want to help people, but then if they show up and then they drop off that's on them. It's not on us. But we're putting these systems in place to get people to graduation.
Marlon, you guys do a great job of tracking people's progress and where they are. And in the chat there, I know we have some people that have big businesses and small. The reason why graduation is important, I'll come back to this in a second, is if we have evals coming in, and then we get them to the progress note, right?
And then we get them to graduation. What that's going to do here is you're going to be able to get that patient a result, but if we don't get patients to graduation, we don't get a review, okay? Okay. And then as a past patient, they're not going to want to return and then they're not going to want to refer.
Okay, so we want to help people first get their result before they leave a review, they leave a return and get a referral. Is this helpful for you guys to see? Makes sense. So everything that you want to do with your team and when you have your meetings and you're going over this strategy and stuff like that, the biggest thing that you always want to do is your North Star is are we doing this?
Like, why are we doing, reminder phone calls? Why are we calling patients? Why are we doing a re enrollment week? Why are we doing these more tactical strategic stuff is because we want to make sure we get people to graduation. Okay. Everybody cool with that? Yes or yes. Makes sense.
Marla: All right.
Robbie: Yeah, go ahead.
Marla: I'd love to add to as a physical therapist when we focus on graduation with them, with our teammates, we let them know that's the patient evaluating you. If they made it to graduation, that's the way you're getting your feedback. So love tracking each physical therapist and how many graduations or as we call DC by PTs that occur.
So they can actually still be graded when they leave school, they're actually graded by their patients that they made it to graduation. So I always love to frame it that way for PTs as well.
Robbie: Yeah, absolutely. And George has said, what's PPP stands for past patient. So PP just stands for just, I didn't want to run it all out.
So past patients. So yeah, when you guys are looking at this and welcome everybody, who's just joining us. We're talking about the strategy between, what do I do for now and then heading into. Holiday season and keeping our schedules full and I know we have some people that are full right now want to keep it full and I know some of you guys want to fill it up and we're going to cover that in a second here, but so just to recap here when you have a holiday.
So we have Thanksgiving happening next week. Actually here, just so people could, I know some people around mobile draw a little bit bigger. We have Thanksgiving happening next week. The biggest thing we do is what can we do going into the holiday? And then what can we do after the holiday to make sure that people don't fall off the schedule?
And if they do, how do we get them back on the schedule, right? So the biggest thing that we want to do heading into a holiday is this thing called pre booking. So this is going to be pre booking out their plan of cares. So you want to make sure that if a patient is supposed to be coming in three times a week, you get them scheduled for three.
They're supposed to be coming in twice a week. You get them scheduled out for two, so on and so forth. The reason why is when they hit the holiday now all of a sudden you only have Monday, Tuesday, possibly Wednesday. You guys are going to be closed on Thursday, and then you're going to be able to have some patients come in on Friday, depending on if you guys are open or not in the chat right now.
Are you guys open on Friday or not? I like, I always like to see who's open on Friday. Who's closed. Yeah. Who's open. Who's closed. Okay. So fun fact. So fun fact. If you got close on Friday, okay, that's going to be Thursday, Friday, Saturday, Sunday, and you're back in business on Monday. Okay, so that's going to be about five days between the people that are coming in on Wednesday if they come back on a Monday.
So there was a, excuse me, there was a really good research article for patient drop offs, okay, patient drop offs. And something that you guys need to be aware of is that There's three big reasons why patients drop off the schedule. Number one is if they have greater than seven days between appointments.
I wrote that in the cursive, so let me make sure I rewrite that. Greater than seven days, there you go, between appointments. Okay? And then the other one here is going to be number two, is if they have back to back. And it's a combination of either a no show or cancellation. What I mean by that is they might come in for their eval, they might come in for visit number two, they cancel, they come in for visit number three, and then they cancel, and they're gonna fall off.
Or they no show, or they cancel, no show. You guys get the idea. Okay, is that helpful to see? You guys cool with that? Okay, and then the last one here is greater than three comorbidities. So you guys could check your intake forms when people are coming in and people that have greater than three comorbidities or have more of a risk of dropping off the schedule.
Okay really important there. Okay. Marla, do you guys see anything on the chat? Any questions at the moment? So hopefully that's helpful with some of you guys to see. So heading into the holiday, you want to do this thing called prebooking. Okay, booking people through the holiday. And what does that even look like?
Hey, Marla, I'm going out of town on Wednesday because I saw someone set a script here. So I want to give you guys a little bit of more scripts here. And then, yeah, number three, I'll come back to comorbidities or if they have hypertension, they have diabetes, and then they have maybe like lymphedema or something, like anything here that's going to cause them like other health issues going on outside of just shoulder pain.
So when they have more than three things going on then you can start to see that on their medical history showing up on their intake form. So how does this typically look? Thanksgiving? Hey, Marla, I'm going out of town on Wednesday. So you're going to go ahead and cancel my appointments. And you'll say, Hey Marla, just curious.
Is it, so you're going away on Wednesday. We typically see you on Thursday for your appointment. Is there any opportunity for you to come in either on Tuesday or Wednesday before you go out of town? So all these patients that have some disruption, they're going out of town, their family's coming into town, whatever that looks like, the reason is the reason.
And what I mean by that is that hey, because you're going out of town, let's go ahead and get you scheduled before you go out of town. Okay. What day are you leaving? When do you come back? You have to have these conversations to pre frame people or they're going to drop off the schedule.
Okay. What are some of the reasons that you guys are here in your clinics right now? So to go ahead and throw them in the chat and we'll work through some of this stuff. And while you guys are doing that, Marla any questions on that on your end, and then we'll look to hop back in. So in the chat right now, what are some of the common objections you guys are hearing patients say heading into the holiday?
So yeah, Marla, anything else on your end? And then I got some got some injections coming in.
Marla: Yeah, I'd
Robbie: love to ask,
Marla: I'd love to ask if you also are offering virtual to some of those people who say they're going to be out of town, but maybe in the same state, or they just have a lot of family at home and they can't make it in, do you ever offer it?
Robbie: You can offer virtual if your system is set up to offer virtual, right? Some businesses are just straight in clinic. But if you have a virtual option, sure, of course, but just know to just rules and regularity. If they're in different states or whatever that looks like, just make sure you guys are following your policies and procedures and making sure that you guys are, have the systems in place to do virtual, but you don't have to.
But if you have it, then great. Some people are so got to cook too much going on. However, okay. Sick traveling. Yeah. A really common one that I'm seeing right now is Hey, my family's coming into town. So when you're heading into, a holiday season. You got to let them know that Hey, we typically see that when patients are seen greater than seven days between the sessions.
It takes significantly longer for you
Marla: oh boy, looks like he did freeze.
So we've got a couple questions. He says pre booking outside of holiday weeks as well. All right. All love to, as Robbie's coming back in. I'd love to see if anybody does have virtual and that set up in their clinics prior to the holiday season or if you have capacity to do that already. So if you just put yes or no, if you do have virtual, you may not use it, but do you have an option for that?
Okay, let's, yes, some yeses, some noes. It is something that I, that we do recommend if you, even for older patients, if you do say to them, Hey, I know you can't get to the clinic, but maybe you're stuck with their family at home. Can you get away for 20 minutes at home? And we could jump on a session just to make sure you go through your exercises and you're doing them well.
And I can just keep eyes on you and make sure that you're sticking to your plan of care. So I do think that's a great way, or if somebody cancels to switch that over to a virtual visit. Just offer it to them. Hey, I know you called. You said you just can't make it in, but is it, is there a way that we could just turn that into a virtual visit and jump on and make sure you're doing well?
Especially if you hear disruption follows intention. I was talking to disruption and I got kicked out. Great. There was a question for you. In the Q and a we had, do you suggest pre booking outside of holiday weeks as well? And oh,
Robbie: yeah. So just to be very clear, and that's a great question on Marla.
A good rule of thumb and pre booking is just a fancy word for schedule efficiency. So schedule efficiency. So if you guys want to make sure that your schedules are full and have a little bit more predictability and I'll just go ahead and stop there. So if you guys want to have predictability in your business, one of the things that I used to drive me nuts as an owner is we would get to Friday, I would look at next week and the schedule wouldn't be full.
I would talk to my admins and then we'd be like, don't worry, it'll be full by the end of the day. And They did their thing. And then all of a sudden the schedules were full and we just keep repeating the process, but it makes things really hard for like, when you want to hire or when you want to turn on marketing or when you want to do some of this stuff, it's just we need a little bit more predictability with our scheduling.
So just for definition purposes, schedule efficiency is just how many visits do we have scheduled? Divide it by how many provider slots to be asked. That's it. Okay, so what we typically want to do is the week of so this week, we want to make sure that we're 100 percent full to start the week next week.
So next week, we want to make sure our expectation there is to be 100 percent full for next week. And then for the clinics that aren't full right now, I'm going to show you what the numbers look like in a second. And then two weeks from now, three weeks from now, four weeks from now, you want to be at about 80 percent schedule efficiency, 60 percent and then 40.
So imagine right now after Thanksgiving. You come back and you have 100 percent of your schedule full the week you come back from Thanksgiving, and then you are scheduled all the way out until Christmas time, right? Using this method called pre booking your appointments, okay? Now, I know some of the objections that come up right now is Robbie, what happens if someone cancels their appointment?
I got to remove all those appointments. Yeah, absolutely. Hopefully they are cancelling their appointments because they got better and they don't need them anymore. But realistically, somebody who pre books out all of their entire plan of care, it does two things for them. Number one is it puts them in a habit.
The same times. The same dates, the same schedule every single week until they are done and they graduate. The other thing is it could really help with one of the main reasons why people drop off between the first four or five sessions is because of continuity of care. So I saw a lot of our bigger guys on here, you have all these providers.
If they see Marla, they see me, they see Ashley, they see Leah. We see I got Beth here. What's up, Beth? So when you have these individuals that they see all these different patients now we have a continuity of care issue. And pre booking will help prevent that from happening. So they'll get the dates and times they need.
Marla, what else you got on your end? Yep.
Marla: There's a great question in the chat saying, what are you saying to your team to encourage pre booking? What are they saying to patients to encourage them to pre book? And that's what they're
Robbie: asking. Yeah, and there's a couple of different things from your providers.
Let's do that. This is a good let's do this. Okay, I'm going to show you guys something here. Okay. And this is if you learn anything from today, this is how you want to make sure you get your team on board with either pre booking or getting people to graduation or whatever that looks like. Okay, so real quick in the chat right now.
Are you guys doing so if you're doing one on one for an hour, but 40 if you're doing one on one for 40 or 45 minutes put 60 and if you're doing one on one for 30 minutes put 70. So I just want to see what kind of scheduling you guys are doing right now. Okay. Okay, great. I see a lot of 60s. So let's use 60 as an example.
Okay. All right. Fun stuff. All right. How do I fill my schedule? Because we got to answer, we answer the key question for today. So I want you guys to, when I'm going through this, I'm going to teach it to you. But this is what you do with your team. When you have a meeting with them, you say, okay, team.
Okay. How many people we got? 190 people. Okay. 190 PTs. Okay. So we got 60 slots on the schedule. We have a couple of different options here. We could see people once every other week. We could see people once a week. We can see people twice a week, or we can see people three times a week. In order to fill one provider schedule, if you're doing once every other week scheduling, you need 120 active patients.
It's crazy. Okay? If you're doing 60, and you do one time a week scheduling, and that's your average, You need 60 activations per provider, twice a week scheduling. You only need 30, three times a week scheduling. You only need 20. So here's where the fun stuff happens. So Marla, just help me out in the chat here.
Okay. So when you look at it, it's 120 or 20. So here's the fun stuff, everybody in the chat, hopefully we're still friends after this. Okay. So when it comes to our admins, our patient care coordinators, our medical receptionists, our office managers, In the chat right now, right? Would you, would, do you think our admins would rather do 20 intake calls or rather do 120?
Come on now. So would they rather do 20? So I need to see 20 or I need to see, right? So there you go, blow it up, right? So there you go. All right. Okay. We're still friends. We're on the same page. I saw 120. I think Alyssa was just giving me some slack here. There you go. And this is for one provider, by the way.
This is for one provider. Moving on to the next one, right? So providers here, where's all my PTs at? Would you rather do 20 evals to fill your schedule or would you rather do 120? Okay, same thing, go ahead in the chat right now. Would you rather do 20 evals or would you rather do 120? I'm going to keep going, just for emphasis here.
I see a lot of 20s. We in agreement there, Marla? Still friends? Everybody still cool?
Marla: Yeah.
Robbie: Where's my billers at? Where's my people? So all my billers, I know Prompt Integrates, they have some good billing stuff for you guys. So when we're looking at this, would a biller rather do claims for 20 or 120 people?
Now, this is one provider. And the reason why I say that is because data entry errors are the number one reason why claims get denied. So if you're doing data entry for 120 new patients versus 20, I still see 20. I saw someone said 120 is exhausting. So there you go. Yes. Okay. And we can do the same for your marketing team, right?
Marketing. Is it easier to get 20 new patients or 120? Now, I did see some people. I think I saw a lot of fours in the chat right now, when we first started, like how many providers you had. So I'll just use four as a number for people to have more locations, usually multi locations are right around four providers, two admins, right?
And then they expand to other locations. But when we're looking at this thing, you would need 480 active patients once every other week, you would need a 240 at one time a week. You would need one 20 at two, and then you're going to need 80 at three. Big difference. Okay. So here's the fun stuff.
Hopefully we can still be friends with this and I need the chat to help me out with this patience. Patience. Okay. Money aside. Do patients get better results coming in three times a week or once every other week, money aside. So just in the chat, I know I got a lot of people on here to help me out with this, right?
Come on now. Where's my people at? Where's my people, money aside. So don't worry about money. Don't worry about time objections. Don't worry about spouse objections. Just best possible outcomes. Marla, I think we're still friends three times a week. Okay,
Marla: mostly people saying three.
I see a couple twos.
Robbie: I'll take twos. I'll take two all day. Just as long as I can see right now. Here's the fun stuff every now and then. I do see once every other week or once a week. This is a lot of my pelvic floor. My women's health clinics. Some guys, you guys are just so busy that it's hard to get people in.
And a lot of my cash guys or even my strictly out of network clinics. Sometimes. You get into this and this is why sales and marketing is hard because you just need all these active patients. I know a lot of people on here are more in network or hybrid or whatever Medicare. So I know a lot of us, when we're looking at the models are going to be a little bit more to the right, but here's the fun stuff.
Okay. Law of averages prevents us from coming in once every other week. So hopefully not all of your active patients are once every other week. And then law of averages will actually prevent us from having every single patient three times a week. Okay. Now we will have some patients three times a week.
We will have some two, we will have some one, but when we're looking at the average here, okay, the average, everybody cool with that, the average. So by the way, Marla PPS was very heavy on two to three times a week scheduling for best possible outcomes. So I usually shy away from telling people how to schedule, but they were like, this is what you need to do.
And I'm like, this is what you need to do. So there you go. Cool with that, Marla. Okay, we'll go on for a second. So if you guys are watching this right now and you want to figure out how many active patients do we need to fill our clinic here's the fun stuff, okay? Here's the fun stuff. So here's a good indicators for you guys.
If you guys are in network clinic, predominantly in network, okay, we're trying to average anywhere between 1. 8 to 2. 2. And this is going to be visits for per patient per week. So a good rule of thumb here is if you're in network, we're shooting for twice a week. For our outof network or even our hybrid clinics, right?
So outta network or hybrid, right? A little bit of cash, little bit outta network, little bit of in-network, whatever that looks like. You're gonna be between 1.4 and 1.8. So good rule of thumb there is about 1.6 as the average and then a lot of our cash clinics, right? I wanna make sure I talk to some of our cash guys out there too, is that you guys are gonna be anywhere between one to about 1.4.
Okay? You wanna at least. 'cause remember we wanna at lease one visit every seven days. Okay, and you guys will be about 1. 2. So the reason why I show you that is the next kind of part here. Where we at on time? Oh, we're doing good. We're doing really good. Okay, so what I want you guys to know is if you have 60 slots or if you have 40 slots or you have 70 slots per provider, Just take that number there and just divide it by whatever kind of clinic you are.
I know a little math on a Tuesday, but just bear with me here. Okay, a little math on a Tuesday. We'll be all right. We got a bunch of owners on here. We got some PTs. We're all, objective people. Takes the emotion out of it. So what I want you to do, let's say we have 60 and we're in network clinic.
I'm just going to use two as an example. You only need 30 active patients to fill your provider. One provider. Okay. One provider. Now, what I then want you to do is take that number and multiply it by how many FTEs you have. So I'll use four as an example, but in the chat right now, go ahead and throw how many active patients do you guys need to fill your schedules?
Go ahead and throw that in there. See, I want to make sure you guys walk away with some stuff today. So I see some people are putting 90, only 30 sixties, nineties. So cool. You guys are getting this. Okay. Awesome. Awesome. Awesome. So here's what we're going to do. I see some people are commenting, some people I'll give you a P I'll give everybody a second before I go on in the chat right now, just go ahead.
So I make sure that we're all on the same page. Put how many active patients you're going to need. For one of your provider or for all your providers to fill your schedule. So I see some numbers coming across here, right? Pretty cool, right? Not that many, right? Not that many active patients to fill a schedule.
Awesome. Everybody cool with that? Cool. George, awesome, man. So 232, great. So you guys are getting your numbers. So here's the fun stuff. As an owner, trying to fill your clinic. Now we have some numbers here. 60 active patients or 60 slots a week per therapist is the example I'm gonna use. Again, if you're one on one for an hour or you're one on one for 30 minutes, you're good.
Either at a 40 here or 70, I'm going to use 60 as my example. So we have 60 slots. We're going to do two time a week scheduling. We only need 30 active patients per provider. And let's just say I have four providers right now. So here's the fun stuff. I need 120 active patients to fill my schedule.
Now the question now becomes how many active patients do I have? So prompt does a really good job of giving you how many active patients you guys have, and you'll know your number. And here's the fun stuff. So here's the fun stuff. And by the way, if you're one of those clinics that like never discharges people and never graduate I'll handle that objection real quick.
You always want to have closure in your business. You don't want to just keep people open, right? Keep people open. I was at a grocery store once. And a patient saw me like Marla's looking and I'm, I saw Marla and she's looking and she's don't, and then I went over and I was like, Hey, and she's Hey, and we were talking and at the end of the conversation, she's I'm glad he came over because I was a little embarrassed.
And I said what are you embarrassed of? She's because you guys were calling, you were texting me, you were trying to get me to come in and I ignored them. And I saw you were calling, life just got busy. And she's I, honestly, I thought you hated me. And I was like, I hated you.
Like it was pretty extreme. And I was like what do you mean hated you? And she's because I stopped coming in and I just felt a certain way. It was that moment that I realized that like we need closure, right? We need to close cases. We need to tell people they did an awesome job and we need to close the loop because Marla wasn't coming back in because she was too embarrassed to because she thought we hated her.
And that was her perception. Not mine. To be fair. I probably wasn't even thinking about her. We were calling, but there's a lot of other patients that were calling too. So you got to have some closure here. So the reason why I tell you guys this is now we have so clean up your list, know your active patient numbers, and now you can make decision making really easy really easy.
Is this helpful for you guys before I move on or am I just jibber jawing? So go ahead in the chat, just give me a yes if this is helpful, if you guys are getting it. Awesome. Cool. Helpful. Awesome. Awesome. Cool. I like doing these things and people are, you got a great group, Marla. These people are like ready to go.
All right. Let's do this. Okay. Now as the owner of the company, we have some decisions to make. Am I overstaffed? Ooh, overstaffed. Do I have a marketing issue? Do I have a scheduling issue or do I have a, I need a higher issue, which by the way, it could easily translate into, I need some more space because I don't have enough space, right?
So let's take a look at this. Okay. So if you guys right now. And just to be very clear, so those are hopping on, I'm using like 40 minutes scheduling as an example. I got 60 slots per and I have four providers. So I need 120 active patients to fill their schedule. So once I figure out my active patient number here, if my active patient number is 105, so I'm short by 15, right?
I have a marketing issue. Everybody see that everybody? If you can see that same marketing. So in the chat right now, I don't have enough active patients to fill my schedule. So that's why I need to know how many active patients do I need and then how short or how much to the good I am. Everybody see that before we move on?
I want to make sure just put marketing in the chat. So I make sure that everybody's clear on that because I don't need anybody to be like how did you get that? I know math, so my, Some of my emotional people are getting a little lost. My logical people are like, this is awesome, but I want to make sure that we're good on both sides.
Okay, cool. Marketing's blowing up. Awesome. All right. If you just figured out your number and that number came to 90, right? And you're negative 30 short. You probably just hired a PT that just showed up at your doorstep. And you're like, how do I fill this person up? We don't fire people per se.
When we get PTs are like unicorns in the wild. Now, these days we don't fire, we don't fire any PTs unless they have low core values and low productivity. Everybody else, we could either re onboard and train, or we get them up to those tier one status. But like PTs are hard to come by. So if you've got a PT knocking on your door and they want to work for you, we figured out how can we make this work?
Okay. Everybody cool with that. We're still friends. Okay. So in the chat right now, just put overstaffed, right? So if you're negative 30 short, you're overstaffed. And I'm going to walk you guys through a couple of things here, because I want to give you some tactics where to put your focus, see some overstaff.
We're good. I don't see as many marketings, but I want to make sure everybody's getting this. We got overstaffed. Donna Oliver. What's up, Donna? We got Renee. What's up, Renee, Alyssa. Good seeing you guys. Lauren, Ricky. Good seeing you guys. Awesome. Lisa. What's up, Lisa? See Lisa in the house too. All right. So now let's go to the other side of the equation.
So here we, excuse me, we either have a marketing or overstaffed issue, and I'm going to cover this really quickly. Okay. Obviously we have more marketing stuff. If you're this overstaffed. You guys are going to need some kind of event, right? You're going to need workshops or like seminar style, like we're doing right now, right?
Or you're going to need to do multiple marketing channels if you're, if you need negative 30 active patients. So let's do a little mastermind here real quick. So people could get value out of this in the chat right now. What is your best marketing strategy? I'm a firm believer that every single owner should know how to get 10 new patients as quickly as possible.
You have to have that in your back pocket. So in your chat right now, if, even if you have no clue, those that do have a clue, just go ahead and put in the chat right now, we'll make a nice list for anybody who's what can I do? It's just we got to do a bunch of stuff. So just go ahead and put in the chat.
So we got word of mouth is good. It just takes a little bit of time. What are some things you do quickly? Like quickly, you gotta get, 30 activations in two weeks. How, what are we doing? Some people would scramble word of mouth. Awesome. Yeah. And word of mouth is great too.
Sometimes you call up one of your best physician for resources and be like, Hey, Marla, just want to let you know, I got a new provider and I got 20 slots to fill up and send me whoever you got reactivation. Re I love that. Real quick, next week's Thanksgiving, next week's Thanksgiving. Fun fact really good time to run a Google review campaign.
You could be like, I would love for you guys to show some gratitude and show some thanks towards my staff who helped you guys out. So go ahead and just click on that link below and just go ahead and write a few kind words and shout out some of your top, stop top therapist or top staff, whoever helped you with your plan of care.
You don't even have to tell them it's a review, Google reviewing, just put the link for your Google review and just say, Hey, click on the link. Go ahead and shout out some of our team members. I'm going to read it at my meeting.
Marla: I always hear, yeah,
Robbie: go ahead, Marla. What'd you say?
Marla: I just, I love that idea of timing it with Thanksgiving, because especially when you heal people, they are more than happy to do that.
You just have to ask.
Robbie: Yeah. Fun fact. You tie all of your Google review campaigns with the holiday. Hey, it's Thanksgiving show some gratitude. Hey, let's give the gift of love. It's Valentine's day. Hey, it's labor day. Let's shout out some of our workers, right? So you always want to tie some of that ask around stuff, right?
Everybody cool with that. Everybody cool. So friends. Awesome. See what a great idea. Yeah. Also fun fact, I did see some people say reactivation campaign. Our research shows that 4 percent of your patient list, your past patient list is always ready to reactivate 4%. So if you have a list of a thousand people, that's 40 new patients.
You can get a month tapping into your past patients. Pretty cool. If you have 10, 000 people, that's like 400, right? You just have to make sure that we have some systems in place to be able to do that. So if you guys aren't doing reactivation, highly recommend you guys start looking into that. Cool. All right.
Everybody cool with that. Awesome. All right, now let's go over here. Now let's just say you guys did a little math here and figured out that you guys had 135 activations. So now we're to the good 15. And you're not full. You have a scheduling problem. Everybody see that in the chat right now?
If you need 120 activations, but you have 135 and not full, we have a scheduling problem, right? That strategy I told you guys earlier, that pre booking, if you guys are taking people on the initial eval and booking out their plan of care, you don't let them leave until they book out their whole plan of care, right?
Fun fact, if someone doesn't want to book out their plan of care, guess what that does? Red flag, it's a red flag day, right? If you're ever to go to the beach and it's ripping around at a red flag, that tells me that they're probably not that committed yet. And we have to figure out how do we get them committed, right?
The other little indicator is intake forms. Marla, you guys do some intake form stuff. I could always tell what a patient's going to do is if they fill out their intake forms before they arrive for eval or not, right? So if they arrive for eval and their intake forms are done. Let's go for those that are showing up late or their intake forms aren't done.
I'm like, okay We got to coach this person up before they book a whole point of care. So everybody cool with that makes sense. Okay So there's really good
Marla: questions in the chat, especially you just talked about that over that scheduling problem Some say we actually are fully booked until the day of and get a ton of last minute cancels over the holiday and They don't do a no show fee, but want to know what happens in that case.
They're confirming appointments the day before. What do you think, and do you recommend cancellation or no show fees over the holiday?
Robbie: Yeah, so a lot of that stuff is interesting around the holidays. Things happen, so I'm a goodwill guy. I'm, I'm going to make my money when you show up. You go to a graduation, you leave us a review, you return, you refer.
I'm not going to get rich or we're not going to, we're not going to be able to bring out a new PT and pay for them because we have no show cancellation fees. So I'm just point blank. And I love this. Somebody else a while ago mentioned that even though show cancellation fees, they just donated them to charity.
So there's not like a weird, we're trying to make money off of these things. The thing that I would do is you want to start pre framing people a week or two before that disruption shows up because, Hey, I know that your family's coming into town, you're going to want to cancel, but let's go ahead and get you scheduled for Monday or Tuesday.
Which day would work better for you or would both work for you? And then what you want to do here, and this is the writer down here, is something called the tie down. It's a NLP technique, but it's called a tie down. And you say, hey Marla, now that I got you scheduled for Tuesday at 2 o'clock, is there anything preventing you from coming in on Tuesday?
Because if there is, I gotta move that appointment because I want to make sure that we get that appointment.
Marla: That's awesome.
Robbie: Is there anything on Tuesday that will prevent you from coming in? And I get them to commit it. Hey Marla, you don't seem like the type of person who's gonna no show or cancel on me next week.
Again, another NLP neuro linguistic patterns, right? So a little labeling, it's called labeling. So I say Hey Marla, you don't seem like the type of person who's gonna no show or cancel next week. Okay. Bye. So could I count on you to come in on Tuesday for your scheduled appointment? And then, by the way, you don't seem like the type of person who's going to no show or cancel, but let me walk you through just in case you do have to no show or cancel.
Because disruption does happen. So small little language patterns that you can do, but again, it's all positive, right? We want you to show up. We can't help you if you don't show up, right? I can't help you if you're sitting on the couch with your family. So how amazing would it be if you come in for your PT appointment and then go hang out with your family?
Hey, you're probably going to be sore from cooking, right? Oh, your family's coming down. Oh, you're hosting. Oh, you're probably going to be sore from doing all that. So let's go ahead and get you scheduled for Friday, but my family's in town. How amazing would it be for you to get a PT appointment after you did all that stuff?
And then you could go back to your family. Do you guys do breakfast or do you guys do lunch? Oh, we do lunch. Great. Let's come in for breakfast. Oh, we do breakfast. Great. Let's come in and lunch two o'clock work. So you could move around people's schedule. Okay, very cool. That makes sense.
I love
Marla: that.
I love prioritizing their health, reminding them that the whole reason they're here their goals and everything is to continue to remind them because a lot of times they just stop prioritizing themselves and put everybody else first.
Robbie: yeah, I love that And Adam said, he said, I love the end of piece.
He said, you don't seem like the type of person who might cancel. So what do I do there? I distanced myself from Hey, Marla, if you cancel your appointment, we're going to charge a Okay. 50 fee. Whoa. It's Whoa, so it's you got me. So we, I always have this little mantra.
Like I don't want to burden patients. So it's just Hey, you don't honestly, Marla like you don't seem like the type of person is going to no show or cancel on me, but let's go over what the policy looks like in case you do. So that way, if you, if something does come up, I totally get it. But if family's coming into town and you're not going to be here, let's figure out what day would work for you.
So we don't have that disruption show up and then you can't come in and you're all stressed out about it. The last thing I want you to do is be stressed out about coming to PT. So last thing I want you to be worried about. Cool. Is this helpful for you guys? Hopefully my people that were looking for some scripting.
Okay. It's I got some time about 10 minutes left and I want to make sure I give you guys some good stuff. All right, so let's go back to the board here and then we'll start to look to wrap up a little bit. And then I want to make sure I give you guys squared away with some action items. Over subscription is if you're at negative 30, negative 15 is more of a marketing issue.
And then most of you guys right now, by the way, shouldn't have marketing issues because we're coming off of October. It was a big month. Some of you guys should have enough patients to fill. So most of you guys are just gonna have a scheduling issue. So heading into the holiday, again, we want to make sure that we're pre booking out everybody's plan of care.
We want to identify whoever has a partial plan of care. Maybe they only have one visit scheduled. We're calling those people to get them squared away. Or maybe they have no visit scheduled. We're trying to get those guys scheduled out. Coming back from the holiday, this is where I like to do this thing called re enrollment week.
I just want to re enroll all the people that have the way I'm gonna put this is it's like a glorified progress note for everybody who's coming in without the documentation. I'm just, I'm looking at Marla two times a week. Let's go ahead and get you back into your routine. So on and so forth.
Your front desk could put this, your providers are in charge of this. Marla, are you are you cool? If I drop something like that in the chat, is that cool? Yeah. Absolutely. All right. Cool. Let me drop this in the chat for you guys, cause I don't want to say something and then you're like, wait, you have questions.
Here's a quick SOP on how to do a re enrollment week. Everybody cool with that? So in the chat right now, I don't know what happens in the world. I just had to click the link there and you should be able to download that. Just make a copy. You'll be able to view it. Just make a copy. And then there's a little video at the top of that form just for how we do re enrollment weeks.
So just re enrolling people back in their plan of care. Fun fact, you should probably do a re enrollment week every single month. And if you start doing that every single month for a year, you really won't have any You know, fill my schedule. So I don't see this in the chat. Yeah. So there go. Some people's got the link and I see people hopping on it now.
So we're good. Marla, will you okay there? It'd be cool. Yeah,
Marla: great. Works for me.
Robbie: All right. Awesome. Awesome. Awesome. This is my one to make sure I give you guys some good stuff. All right. And then the last one here is if you guys are about plus 30, or about 150 active patients, you need one 20.
And you're at about 150 active patients. You're like, plus 30, like you are way oversubscribed. You better have already started the hiring process. Usually once I'm about 15 patients oversubscribed and I start getting full, I'm starting to look to get another provider in. The reason why is because I love for my team to get a little oversubscribed.
And then I take that over subscription into the new hire doesn't always work that way. But that's like the perfect world kind of scenario. And just know that right now we are coming up into what I like to call a retention season versus a hiring season. So a hiring season is like when the new grads are coming out and they're taking their boards, they're finishing school.
But right now, between 1115 all the way up until 115, it is a retention season, which means that if you lose a provider between now and the middle of January, it's going to be very hard to replace them. Okay, so we got to make sure that we're doing like maybe a potluck for Thanksgiving or a Christmas party or end of the year reviews, or, maybe you guys are doing your annual planning meeting or I don't care 101 check and connect meetings every single month.
Keep these guys motivated because what's going to happen in this next two. Months is people that will wanna work for you, hire salaries, hire PTO request, and then in the next hiring season's gonna be from one 15 up until two 15 when all the fall students start to take their board exam and then they're gonna come through.
So the fun part about that is the two biggest hiring seasons of the year are in the wintertime and the summertime. And most people's visits start to take a tank during the winter, the summer. So that's why we hire during the winter and the summer during the biggest hiring seasons when there's not a lot of competition.
Okay. Is that helpful for everybody to see right? Cool cool. Marla, what questions do you got? Hopefully that resonated with some folks. And then we'll get some questions. I know we got a couple of minutes left. I want to be respectful for some people's time. So if that was helpful for you guys, give me a I don't know, thumbs up or just say yes, or whatever, just in the chat, just to make sure.
And trying to cover a good amount here in an hour. So I know we're trying to be as clear as we can, but make sure we don't have any confusion and any confusion. We can get cleared up here. So Marla, anything that you're seeing on your end or any questions that you have before we start looking to wrap up here and I'll tighten it up and wrap it up here towards the end, but just anything that you have in your end.
Marla: I think there's a great question. Just to clarify, how do you count an active patient? Especially if one times a week is your current caseload. So just defining that active patient for everybody.
Robbie: Oh, cool. Yeah. Yeah. I usually do that and I didn't. And now that's why you're having the objection. So yeah, active patient to me.
Okay. So active patient is going to be any single patient that could schedule appointments. Okay, so they have an active so they have an active plan of care and they could go ahead and schedule appointments now What prompt does which is really nice is they have they're either engaged or they're non engaged Okay Mess up your definitions here, Marla, but if you want to correct me, but engaged here means that they have appointments that are scheduled and then non engaged means that they, hey, you could schedule appointments, but you're not fully booked.
Either. They have no visits or they have a partial plan to care. We, anybody who could schedule is an active patient. What I was referring to earlier is some of y'all and I'm not going to call out anybody's name here, but you all know who you are. Okay, but I want you guys to understand that you guys got some past patients that are acting like active patient.
They don't have no visits available to schedule. They ain't coming back. They have greater than 30 days since they last been seen. Those guys are gone. Unless they told you that they're going to Hawaii and then coming back in 30 days. So just go ahead and go and get some closure there. Call those people up, see how they're doing, reactivate them if you can.
If not, thank them for coming in. And then that way you have a closed loop and then you could either ask for a referral or you could ask for a review, right? Hey Marla, I know it's been 30 days since you've been seen. It's going to go ahead and close up your case. Just want to check in and make sure we're good.
Yeah. Yeah, we're good. Awesome. Hey, how was your experience? It was amazing. Great. Do you mind leaving this to review? Yeah. Done. Yeah. Done. If not, they're like, yeah, I already left a review. Great. Do you have a referral? No, I don't want to leave a review. I don't want to leave a referral. Hey, no worries.
If you ever want to come back to us, just call us back and we'll get you in within 24 to 48 hours. Cause that's what we do for our past patients.
Marla: Boom. Yeah. Yeah.
Robbie: Cool.
Marla: Which always is a, is beneficial. Who else can I help? Who else
Robbie: can I help? Cause again, I don't want to no show or cancel fee. And I can get rich off of that, but I will get rich when you show. You get a result, you leave a review, you leave a referral and you return. That's when we're going to, I do want to make money, but not off no show cancellation fees. I tell patients that, and they laugh and we all laugh, but it makes sense.
It's logical. Cool. If you guys have any follow up questions, just let me know. And then Marla. Whatever you got on your end. Cause I want to be respectful for y'all's time.
Marla: Yeah definitely. We are going to put a poll in, you'll see it pop up right now. Would love to make sure everyone does answer that poll.
And there was still a lot of questions in the Q and a, so we will absolutely. Make sure to get back to any of those questions that were in there So if you would put one in the chat that you really want us to answer Please put that in the q a and we will personally get back to you and answer those questions but also want to just greatly thank robby and rehab ceos They are always doing this kind of content and giving out great tips to the industry helping the industry.
Absolutely Follow them on social media, follow them on all of their recordings. There's a lot of free assessments, Robbie, I believe that you guys offer. And love for you to put any of that in the chat as well.
Robbie: Cool.
Marla: Yeah. I think I have
Robbie: a, we have a free community. And this isn't what this was for.
We just wanted to make sure that we came in and provided some value for you guys. But we do have a lot of resources for individuals, some of tactics and strategies. We talked about today is also inside of there. So I'll drop a link for you guys. It's a hundred percent free. So just make sure you guys join it.
And there's some cool stuff there. If you want to learn about filling your schedules and also some, custom planet cares and getting some, really cool information about that. Just go ahead and grab that. And then just let us know when your guys are joining, you came from this thing and I'll make sure that I let you in.
Oh, we're very selective who that, cause it's a free community, but we don't let everybody in there. We're trying to get, a better community. Sometimes these Facebook groups. They're a little negative in there and nobody's winning, but then you hop into some of this other stuff and you're like, people are winning.
They just don't go online and complain about it. So there you go. So Hey guys. Yeah, Marla, I really appreciate your time here. I know we rearranged some furniture in people's minds a little bit. So hopefully they got some things that they could focus on here. Just to wrap up, make sure you guys are talking to your providers.
And your admin this week about, getting them booked through next week. And then after the holidays, make sure you guys are putting those systems in place to get people back on the schedule and get ready for Christmas. So hopefully you guys have a merry happy Thanksgiving, Merry Christmas, all that good stuff.
And then Marla, anything else you got before we wrap up?
Marla: Yeah, I just always say the answer is in the room. So thank you all. We love all of your minds. You had some great input and feedback too. So keep being a part of this community and we hope we can all help each other to just get patients better and improve quality care.
So thanks. Awesome.
Robbie: I love that. The answer is in the room. Let's go. So if it's not, you're in the wrong room. All right, you guys take care. Appreciate it.