andrew rothschild

New Year… New Times….New Days…… WHAT IF?!?! Welcome to episode 14, the first Healthcare DisruPTion podcast of 2017!  Its short and sweet and no looking back!  In this episode Andrew and Jerry approach 2017 with the continual question “What If?”   We rephrase some old questions and look to formulate new questions to old, ongoing issues in healthcare and physical therapy.   Our challenge to YOU is to commit to new, different and even absurd questions in 2017 to the problems that have plagued you, healthcare and PT! You can find Andrew and Jerry on Twitter... @ArothschildPT and @jerry_DurhamPT They are both on Instagram…..     jerrydurhamPT and arothschildPT …. And Jerry can be contacted through his website: jerrydurhamPT.com/contact  

In this episode we dive into the 3rd step in Jerry’s Customer Lifecycle...the Welcome Call.  You’ll hear how this seemingly small and short step plays a large role in connecting the Customer Lifecycle together.  You’ll get an info filled rant by Jerry about where YOUR focus always needs to be in the Customer Lifecycle.  Also, hear how a focus on the Customer Experience will drive business growth for any company, including yours!  Lastly, you’ll also learn how Jerry and Andrew came to be the dynamic duo on what we call the Healthcare Disruption Podcast. Enjoy!... remember to find Jerry and Andrew on twitter @jerry_durhamPT and @ArothschildPT.  Also find Jerry and stay in touch at his new website www.jerrydurhamPT.com

Welcome back.  On this episode Jerry and Andrew discuss their top book choices that they feel will help you to move towards Healthcare Disruption!  Of course you will hear a strong focus on the healthcare consumer on their lists.  This episode is short and sweet.  Enjoy the discussion and even hear Jerry's dog put her 2 cents in!  She understands what it takes to get you in the right mindset for #PTversion2.  Enjoy this episode and remember to reach out on twitter @ARothschildPT and @jerry_durhamPT.  You can also find Jerry at jerrydurhamPT.com

Welcome to Episode 10!   

We've hit double digits

Welcome back to Andrew!  Today’s episode is a deeper dive into the Richard Zhao interview from Episode 8, Physical Therapist as the entry point for all Low Back Pain in America.  Andrew and I talk the research, the mindset and the plan that needs to be put into place from the clinical side to make this happen.  YES, I said research!  This episode references more research and data than any episode to date.  The beauty is ALL the research is in place to make this happen, NOW its about action!  Take a listen and shoot us your thoughts and ideas on how to make this work.  Follow Richard on twitter @RichardZhao, Jerry @jerry_durhamPT and Andrew @ARothschildPT to continue the conversation. Also head over to Jerry's new website, jerrydurhamPT.com and sign up to be in the know about future events and to stay in the conversation. (show note correction, Jerry references David Porter, its Michael Porter the economist.)

Welcome to the 7th episode of Healthcare DisruPTion with Andrew Rothschild and Jerry Durham.  The conversation continues regarding the Customer Lifecycle.  This episode addresses the objectives of the customer lifecycle such as why do I need to put a lifecycle in place?  You will hear the discussion focus around WHO is the key employee in your company (hint...they do not have initials behind their name).  You will hear how these employee are involved in all the early interactions and becomes the voice of the company!  Lastly, we will discuss how with the Customer Lifecycle in place your employees will be empowered and in place to drive the change to make important improvements in the company.  The future is here, don’t fight it and don’t take it personally.  Time to figure out how to achieve your patient outcomes and keep your patients happy...all at the same time!

In this Episode Jerry and Andrew continue the conversation around the Customer Lifecycle.  There are multiples layers that create a successful Customer Lifecycle.  Today Jerry and Andrew speak about the importance of TEAM.  How does hiring, training and accountabilities fit into creating a great experience for the customer (patient)!  If you haven’t created the culture of team then you can never truly take care of the customer (patient).  We also address the role of customer service and its role in this process.  Lastly, we talk about how an interview should go from the perspective of the owner sitting across from you. Thanks for listening to Healthcare Disruption!

Todays episode is a continuation of the discussion started by Andrew in Episode #1 with a deeper dive into Jerry and his practice.  This episode gives you the first insight into the Customer Lifecycle.  How the Lifecycle came to be and the general principles behind it.  If you listened to the Matt Watkinson interview you’ll note the Customer Lifecycle came to be because of the Peak End Rule.  You’ll hear more terms like Customer Focus and their Experience along with how they grow business metrics.  The conversation continues and will never stop!  So jump on in and commit to being part of the change!

The conversation with Matt Watkinson, author of “The Ten Principles Behind Great Customer Experiences” continues in this episode.  It literally picks up right where it left off.  This talk gets into the topics of Expectations, the Peak End Rule and the Zone of Tolerance.   Maybe you’ve never heard of some of those phrases before, I hadn’t.  You will not only learn their definitions, you will also learn how to use them to improve your patients experience!   And of course we discuss favorite books, you might be surprised to hear Matt recommend multiple books on Listening… hmmmm appears to be something needed a lot in Healthcare. Dont forget to tune into @ARothschildPT on periscope Monday for the Bring It Back To the Clinic discussion.   Thanks for listening and being part of the change. About Matt from http://www.matt-watkinson.com/about/ Biography

Matt is an internationally renowned author, speaker and consultant on customer experience, winning the CMI’s Management Book of the Year for his first book, The Ten Principles Behind Great Customer Experiences.

He has been cited and interviewed by the world’s leading research firms, and invited to address industry leaders worldwide.

In his early twenties, he enjoyed a brief but successful career as a photographer, an interest he still pursues. He is also a keen musician, playing the piano and the classical guitar.

Beyond creative pursuits, he is hopelessly addicted to surfing. If he says he was in a meeting when you called, chances are he was lying (in the ocean).

Matt lives in Los Angeles and London.

This is Part I of a 2 part interview with the author of, “The Ten Principles Behind Great Customer Experiences”, Matt Watkinson.  Matt is not a Healthcare insider nor a healthcare guy.  That in part is  the beauty of his book.  His 10 Principles are not only applicable to the everyday business of Healthcare, they are also applicable to the provider sitting across from their patient.  You will hear words like Super Objectives, Expectations and yes….. Empathy!  So, enjoy part 1.. About Matt from http://www.matt-watkinson.com/about/ Biography

Matt is an internationally renowned author, speaker and consultant on customer experience, winning the CMI's Management Book of the Year for his first book, The Ten Principles Behind Great Customer Experiences.

He has been cited and interviewed by the world's leading research firms, and invited to address industry leaders worldwide.

In his early twenties, he enjoyed a brief but successful career as a photographer, an interest he still pursues. He is also a keen musician, playing the piano and the classical guitar.

Beyond creative pursuits, he is hopelessly addicted to surfing. If he says he was in a meeting when you called, chances are he was lying (in the ocean).

Matt lives in Los Angeles and London.

While much of the PT world is too-often entrenched in treatment philosophy and technique dogma, Jerry has been an unrelenting advocate for increasing focus on the patient/customer as the key to successful care. On episode 1 we wanted to know Jerry’s “WHY.” What was his impetus for getting into private practice, particularly out-of-network, and why so much emphasis on the patient/customer as the driver for healthcare disruption? Enjoy the discussion………..