Author Archives: admin

Are you listening to understand or listening to answer?

Maitland was correct….everything is in listening.  He told us, “the patient will tell us what is wrong with them if we ask the right questions AND listen.  Unfortunately, we are usually too busy “telling” and talking over the listening part.

I just overhead 2 PTs trying (politely) to get a young, educated patient to give his pain measurement on a 0-10 scale AFTER the patient stated, “I look at my pain as Manageable OR Unmanageable, can’t we just use that?”…..

Listening is harder than talking……if not, why don’t we do more of it?  

SETH GODIN….The listener has nearly as big a responsibility as the speaker does, though. And yet, Google reports 4x as many matches for “how to speak” as “how to listen.” It’s not a passive act, not if you want to do it right.  If listening better leads to better speaking, then it becomes a competitive advantage.


Its Time

When I started this site and Blog the interest in conversations was high.  I found that only so much could be written and said until there was actual doing…. Mostly by me!

As I have continued to research and read more I have kicked up the Doing part with some good results!

Its time to start sharing these things again that I believe will move not only Physical Therapy Forward BUT Healthcare too!

I will begin to define more terms and set more context about how Conversations are The Cure For Healthcare


My name is Jerry Durham and I love the Conversion side of business!

There are many metrics that you probably track to measure the short and long term success of your practice. Though, one metric is the key to unlocking all of the rest, and that metric is New Patients Seen.   The new patient metric is the single most important measurement for your practice.  New patients drive your revenue and ultimately your profit!

How deep are you digging into this number though? What more can these New Patients tell me?

If you dig a little deeper and ask more questions of the data….and then ask yet more questions, then you will have the data to make your company MORE successful and MORE efficient.  Can you currently answer all the questions below?….you should be able to.  The data is already at your fingertips.

How are your New Patients finding you?…..really.

How many people called your office trying to schedule an evaluation? (Hint: more than you think)

How are the people who call your office but dont schedule finding you?

Why are people not scheduling with you when they call you?

What Providers are sending you patients?

Is your Marketing generating revenue?

 All these questions can be answered in one place at one time.

This all comes down to Referral Conversion Rate, or for short Conversion Rate.  Conversion Rate, simply put, is how many people who call your office turn into a New Patient seen.

If you only track the new patient seen in your practice, without tracking your Conversion Rate, you are missing a huge opportunity.  There is tremendous value in knowing how many potential new patients call your office everyday, and why they did or did not translate into scheduled visits.