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Creating a Consistent Experience

Con·sist·en·cy

Conformity in the application of something, typically that which is necessary for the sake of logic, accuracy, or fairness


This blog's picture is from my favorite local coffee shop. What does this have to do with your practice? Well, I often ask practice owners if they have a favorite coffee shop and the conversation often goes as follows:


Me: Do you have a favorite coffee shop, and if so, what do you like about it?


Practice Owner: It's easy to get to, and they make my coffee just the way I like it


Me: How would you feel if your coffee ordered doesn't taste the way it usually does?


Practice Owner: Disappointed. What does this have to do with my practice?


The reason I enjoy asking the coffee shop question is that it helps me to understand better the practice owner's value of creating a consistent experience because, all too often, I hear stories of inconsistencies. Recently, I was at a local chamber event, and an attendee was sharing with me how they loved their son's PT, but they've been asked to pay different amounts towards their deductible depending on which clinic location they are being seen at and who is sitting at the front desk.


Similar to the expectation of a good-tasting cup of coffee, our patients and their caregivers expect a consistent experience. This consistent experience matters because, unfortunately, due to the negativity bias, an inconsistent experience, like the one mentioned above, is likely to be remembered more vividly and for longer periods than positive experiences during their time at the practice.

The good news is that this is preventable!

How? Systems

Did you just eye roll or perhaps think, "I don’t have time for systems!" or "Systems take the personality out of my business"?

Let's pause for a second. If you didn't get excited about the answer "systems," then it may be because, in your experience, systems were only used to deploy rules (governing behavior) instead of creating a framework to achieve a desired outcome.

When created, implemented, and updated regularly, systems not only create a consistent experience but also:

  1. Reduce dependency on individuals

  2. Improve efficiency and productivity

  3. Increase ease of orientation and onboarding for new team members

  4. Allow for more time and mental space to create innovative ideas and drive the business forward

All while enhancing the customer’s experience!

Below is a sample system to address the issue above: inconsistent collections practices. It's important to note that this system is not a rule on interacting with a patient or caregiver but rather the foundation of creating a consistent collections experience regardless of location and who sits at the front desk.


Payment collection is just one area where systems can help to drive consistency. Just as a perfectly brewed cup of coffee is a daily expectation, our patients and their caregivers anticipate a consistently positive experience within our practices. By embracing the power of systems, we embark on a journey toward sustained excellence, where our practices become synonymous with reliability, predictability, and, above all, an unwavering commitment to delivering a consistently exceptional experience for every patient we serve.


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