Guest guest Posted April 1, 2011 Report Share Posted April 1, 2011 Although I don't condone the MD's actions, I think you made an error in marketing to MD's office. In my twenty years of being an owner of five outpatient sites, I found out that having a good rapport with the clerical staff is often more important then one with the MD. The clerical staff in many ways is the gatekeeper to the MD. They can facilitate meetings with the MD , provide scripts, get patients in quicker, etc. In fact, we provided a bottle of wine or a gift certificate to a local restaurant on their birthdays. Make them feel appreciated and you'll be amazed what they'll do for you. It's the best investment my company made to promote our practice. Jim > > Hi Everyone > > I had the most outrageous experience today with an MD that we were tring > to market to. > > My office manager had arranged for me to have a one-on-one meeting with > the MD and our office manager had told them that because we are a small > company and taking up the MD's lunch time we will provide lunch for the > physician only. > > When I walked into the office the office staff initally had a bad > attitude because I did not bring them all lunches. The MD came back and > was completely unprofessional and disrepectful to me when she found out > I didn't bring lunch for the whole staff. > > These were her exact words: You can eat that yourself because I don't > want to hear anything you have to say and don't want anything to do with > your business. > > I was completed appauled and frustrated on of how rude and > unprofessional she was. > > I think it is outrageous that physicians and their staff expect these > lunches. > > Can someone direct me to some literature where it states that it is > unethical and illegal for physicans to expect reps/markter's buy them > lunches and provide them with free items? > > This nonsense needs to stop..... > > with healthy wishes > > Sincerely, > K. To-Alemanji, PT, DPT {Doctor of Physical Therapy} > Owner/Physical Therapist > Body Kinetics Rehab,LLC > > 7617 Little River Turnpike > Suite Lower Level 110 > ndale, VA 22003 > Tel: > send a text: > > Fax: > website: http://www.bodykineticsrehab.com/ > > Confidentiality Notice: This message is intended for official business > use by the individual or group addressed above. It may contain > information that is privileged, confidential, and exempt from > disclosure. If you have received this communication in error, please > delete the message and notify the sender so that we may correct our > records. > > > --- Another Smelly Patient Problem > From: " Mt. Eden Physical Therapy " <mt_eden_pt@... > <mailto:mt_eden_pt%40sbcglobal.net>> > Date: Thu, March 31, 2011 7:18 pm > To: <PTManager <mailto:PTManager%40yahoogroups.com>> > > I wondered if you managers had a tactful way of dealing with this type > of > situation: > > We are treating an elderly, disabled women who is wheelchair bound. She > is > brought in for treatment by her son who is morbidly obese, wears filthy > clothing and ..he smells terrible! This man sticks to his mom like glue. > He can't stay in the waiting room (he'd drive our other patients away) > and > his odor is intolerable in the treatment room. > > Any tactful, artful suggestions would be appreciated. > > Viel, Office Manager > > Mt. Eden Physical Therapy Center > > 19845 Lake Chabot Road, Suite 205 > > Castro Valley, CA 94546 > > > > FAX > > www.mtedenpt.com > > PLEASE NOTE: The materials in this email are CONFIDENTIAL AND PRIVATE, > and > may contain protected healthcare information. If you are not the > intended > recipient, be advised that any unauthorized use, disclosure, copying, > distribution, or the taking of any action in reliance on the contents of > this information is strictly prohibited. If you have received this email > in > error, please immediately notify the sender via telephone or return > mail. > > Quote Link to comment Share on other sites More sharing options...
Guest guest Posted April 1, 2011 Report Share Posted April 1, 2011 I would have to agree with Jim. Like in school when the teacher would ask " Did you bring enough for the whole class? " . When drug reps, DME reps, other therapists, etc. are bringing meals for the whole clinic, then it becomes anticipated on their part. It may not be what you want but if that's their perception, then you have to work around that. We used to do lunches for the entire office but got away from that... just my personal opinion that it demeans us. We go from a collegial relationship to that of being a 'salesperson' and an underling. As far as the literature about ethics/legality for MD's to expect free lunches/items. What would you do with that? Send it to her? Show up at her door with it? Mail it to all physicians? I realize you are frustrated but I can see no good that would result from you pursuing that course of action. Besides, look back. You are the one that offered to take her lunch. You got a black eye on this one. Learn from it and live to fight another day. Good luck. Matt Capo, PT Accelerated Physical Therapy and Occupational Health, Inc. Bay St. Louis and Diamondhead, Mississippi Re: marketing to MD Although I don't condone the MD's actions, I think you made an error in marketing to MD's office. In my twenty years of being an owner of five outpatient sites, I found out that having a good rapport with the clerical staff is often more important then one with the MD. The clerical staff in many ways is the gatekeeper to the MD. They can facilitate meetings with the MD , provide scripts, get patients in quicker, etc. In fact, we provided a bottle of wine or a gift certificate to a local restaurant on their birthdays. Make them feel appreciated and you'll be amazed what they'll do for you. It's the best investment my company made to promote our practice. Jim > > Hi Everyone > > I had the most outrageous experience today with an MD that we were tring > to market to. > > My office manager had arranged for me to have a one-on-one meeting with > the MD and our office manager had told them that because we are a small > company and taking up the MD's lunch time we will provide lunch for the > physician only. > > When I walked into the office the office staff initally had a bad > attitude because I did not bring them all lunches. The MD came back and > was completely unprofessional and disrepectful to me when she found out > I didn't bring lunch for the whole staff. > > These were her exact words: You can eat that yourself because I don't > want to hear anything you have to say and don't want anything to do with > your business. > > I was completed appauled and frustrated on of how rude and > unprofessional she was. > > I think it is outrageous that physicians and their staff expect these > lunches. > > Can someone direct me to some literature where it states that it is > unethical and illegal for physicans to expect reps/markter's buy them > lunches and provide them with free items? > > This nonsense needs to stop..... > > with healthy wishes > > Sincerely, > K. To-Alemanji, PT, DPT {Doctor of Physical Therapy} > Owner/Physical Therapist > Body Kinetics Rehab,LLC > > 7617 Little River Turnpike > Suite Lower Level 110 > ndale, VA 22003 > Tel: > send a text: > > Fax: > website: http://www.bodykineticsrehab.com/ > > Confidentiality Notice: This message is intended for official business > use by the individual or group addressed above. It may contain > information that is privileged, confidential, and exempt from > disclosure. If you have received this communication in error, please > delete the message and notify the sender so that we may correct our > records. > > > --- Another Smelly Patient Problem > From: " Mt. Eden Physical Therapy " <mt_eden_pt@... > <mailto:mt_eden_pt%40sbcglobal.net>>; > Date: Thu, March 31, 2011 7:18 pm > To: <PTManager <mailto:PTManager%40yahoogroups.com>>; > > I wondered if you managers had a tactful way of dealing with this type > of > situation: > > We are treating an elderly, disabled women who is wheelchair bound. She > is > brought in for treatment by her son who is morbidly obese, wears filthy > clothing and ..he smells terrible! This man sticks to his mom like glue. > He can't stay in the waiting room (he'd drive our other patients away) > and > his odor is intolerable in the treatment room. > > Any tactful, artful suggestions would be appreciated. > > Viel, Office Manager > > Mt. Eden Physical Therapy Center > > 19845 Lake Chabot Road, Suite 205 > > Castro Valley, CA 94546 > > > > FAX > > www.mtedenpt.com > > PLEASE NOTE: The materials in this email are CONFIDENTIAL AND PRIVATE, > and > may contain protected healthcare information. If you are not the > intended > recipient, be advised that any unauthorized use, disclosure, copying, > distribution, or the taking of any action in reliance on the contents of > this information is strictly prohibited. If you have received this email > in > error, please immediately notify the sender via telephone or return > mail. > > Quote Link to comment Share on other sites More sharing options...
Guest guest Posted April 1, 2011 Report Share Posted April 1, 2011 Marketing to doctors is generally a bad idea. But there is one time it is appropriate to market to referral sources: When your relationship is already positive, professional, congenial, and mutually supportive, and when you are offering a new service, e.g. lymphedema therapy, aquatics, etc. Such meetings reinforce already positive relationships, and even good relationships can deteriorate without occasional reinforcement. When the doctor or group is your friend, the tenor of a " marketing " call can be (should be) one of how we all can work better together to help our patients. Marketing then becomes a by-product of the effort to cooperatively care for patient needs. Relationship is everything. Dave Milano, PT, Rehabilitation Director Laurel Health System ________________________________ From: PTManager [mailto:PTManager ] On Behalf Of acceleratedptbsl@... Sent: Friday, April 01, 2011 11:00 AM To: PTManager Subject: Re: marketing to MD I would have to agree with Jim. Like in school when the teacher would ask " Did you bring enough for the whole class? " . When drug reps, DME reps, other therapists, etc. are bringing meals for the whole clinic, then it becomes anticipated on their part. It may not be what you want but if that's their perception, then you have to work around that. We used to do lunches for the entire office but got away from that... just my personal opinion that it demeans us. We go from a collegial relationship to that of being a 'salesperson' and an underling. As far as the literature about ethics/legality for MD's to expect free lunches/items. What would you do with that? Send it to her? Show up at her door with it? Mail it to all physicians? I realize you are frustrated but I can see no good that would result from you pursuing that course of action. Besides, look back. You are the one that offered to take her lunch. You got a black eye on this one. Learn from it and live to fight another day. Good luck. Matt Capo, PT Accelerated Physical Therapy and Occupational Health, Inc. Bay St. Louis and Diamondhead, Mississippi Re: marketing to MD Although I don't condone the MD's actions, I think you made an error in marketing to MD's office. In my twenty years of being an owner of five outpatient sites, I found out that having a good rapport with the clerical staff is often more important then one with the MD. The clerical staff in many ways is the gatekeeper to the MD. They can facilitate meetings with the MD , provide scripts, get patients in quicker, etc. In fact, we provided a bottle of wine or a gift certificate to a local restaurant on their birthdays. Make them feel appreciated and you'll be amazed what they'll do for you. It's the best investment my company made to promote our practice. Jim On 3/31/2011 8:26 PM, jt@...<mailto:jt%40bodykineticsrehab.com> wrote: > > Hi Everyone > > I had the most outrageous experience today with an MD that we were tring > to market to. > > My office manager had arranged for me to have a one-on-one meeting with > the MD and our office manager had told them that because we are a small > company and taking up the MD's lunch time we will provide lunch for the > physician only. > > When I walked into the office the office staff initally had a bad > attitude because I did not bring them all lunches. The MD came back and > was completely unprofessional and disrepectful to me when she found out > I didn't bring lunch for the whole staff. > > These were her exact words: You can eat that yourself because I don't > want to hear anything you have to say and don't want anything to do with > your business. > > I was completed appauled and frustrated on of how rude and > unprofessional she was. > > I think it is outrageous that physicians and their staff expect these > lunches. > > Can someone direct me to some literature where it states that it is > unethical and illegal for physicans to expect reps/markter's buy them > lunches and provide them with free items? > > This nonsense needs to stop..... > > with healthy wishes > > Sincerely, > K. To-Alemanji, PT, DPT {Doctor of Physical Therapy} > Owner/Physical Therapist > Body Kinetics Rehab,LLC > > 7617 Little River Turnpike > Suite Lower Level 110 > ndale, VA 22003 > Tel: > send a text: > > Fax: > website: http://www.bodykineticsrehab.com/ > > Confidentiality Notice: This message is intended for official business > use by the individual or group addressed above. It may contain > information that is privileged, confidential, and exempt from > disclosure. If you have received this communication in error, please > delete the message and notify the sender so that we may correct our > records. > > > --- Another Smelly Patient Problem > From: " Mt. Eden Physical Therapy " <mt_eden_pt@...<mailto:mt_eden_pt%40sbcglobal.net> > <mailto:mt_eden_pt%40sbcglobal.net>>; > Date: Thu, March 31, 2011 7:18 pm > To: <PTManager <mailto:PTManager%40yahoogroups.com> <mailto:PTManager%40yahoogroups.com>>; > > I wondered if you managers had a tactful way of dealing with this type > of > situation: > > We are treating an elderly, disabled women who is wheelchair bound. She > is > brought in for treatment by her son who is morbidly obese, wears filthy > clothing and ..he smells terrible! This man sticks to his mom like glue. > He can't stay in the waiting room (he'd drive our other patients away) > and > his odor is intolerable in the treatment room. > > Any tactful, artful suggestions would be appreciated. > > Viel, Office Manager > > Mt. Eden Physical Therapy Center > > 19845 Lake Chabot Road, Suite 205 > > Castro Valley, CA 94546 > > > > FAX > > www.mtedenpt.com > > PLEASE NOTE: The materials in this email are CONFIDENTIAL AND PRIVATE, > and > may contain protected healthcare information. If you are not the > intended > recipient, be advised that any unauthorized use, disclosure, copying, > distribution, or the taking of any action in reliance on the contents of > this information is strictly prohibited. If you have received this email > in > error, please immediately notify the sender via telephone or return > mail. > > Quote Link to comment Share on other sites More sharing options...
Guest guest Posted April 1, 2011 Report Share Posted April 1, 2011 Marketing to doctors is generally a bad idea. But there is one time it is appropriate to market to referral sources: When your relationship is already positive, professional, congenial, and mutually supportive, and when you are offering a new service, e.g. lymphedema therapy, aquatics, etc. Such meetings reinforce already positive relationships, and even good relationships can deteriorate without occasional reinforcement. When the doctor or group is your friend, the tenor of a " marketing " call can be (should be) one of how we all can work better together to help our patients. Marketing then becomes a by-product of the effort to cooperatively care for patient needs. Relationship is everything. Dave Milano, PT, Rehabilitation Director Laurel Health System ________________________________ From: PTManager [mailto:PTManager ] On Behalf Of acceleratedptbsl@... Sent: Friday, April 01, 2011 11:00 AM To: PTManager Subject: Re: marketing to MD I would have to agree with Jim. Like in school when the teacher would ask " Did you bring enough for the whole class? " . When drug reps, DME reps, other therapists, etc. are bringing meals for the whole clinic, then it becomes anticipated on their part. It may not be what you want but if that's their perception, then you have to work around that. We used to do lunches for the entire office but got away from that... just my personal opinion that it demeans us. We go from a collegial relationship to that of being a 'salesperson' and an underling. As far as the literature about ethics/legality for MD's to expect free lunches/items. What would you do with that? Send it to her? Show up at her door with it? Mail it to all physicians? I realize you are frustrated but I can see no good that would result from you pursuing that course of action. Besides, look back. You are the one that offered to take her lunch. You got a black eye on this one. Learn from it and live to fight another day. Good luck. Matt Capo, PT Accelerated Physical Therapy and Occupational Health, Inc. Bay St. Louis and Diamondhead, Mississippi Re: marketing to MD Although I don't condone the MD's actions, I think you made an error in marketing to MD's office. In my twenty years of being an owner of five outpatient sites, I found out that having a good rapport with the clerical staff is often more important then one with the MD. The clerical staff in many ways is the gatekeeper to the MD. They can facilitate meetings with the MD , provide scripts, get patients in quicker, etc. In fact, we provided a bottle of wine or a gift certificate to a local restaurant on their birthdays. Make them feel appreciated and you'll be amazed what they'll do for you. It's the best investment my company made to promote our practice. Jim On 3/31/2011 8:26 PM, jt@...<mailto:jt%40bodykineticsrehab.com> wrote: > > Hi Everyone > > I had the most outrageous experience today with an MD that we were tring > to market to. > > My office manager had arranged for me to have a one-on-one meeting with > the MD and our office manager had told them that because we are a small > company and taking up the MD's lunch time we will provide lunch for the > physician only. > > When I walked into the office the office staff initally had a bad > attitude because I did not bring them all lunches. The MD came back and > was completely unprofessional and disrepectful to me when she found out > I didn't bring lunch for the whole staff. > > These were her exact words: You can eat that yourself because I don't > want to hear anything you have to say and don't want anything to do with > your business. > > I was completed appauled and frustrated on of how rude and > unprofessional she was. > > I think it is outrageous that physicians and their staff expect these > lunches. > > Can someone direct me to some literature where it states that it is > unethical and illegal for physicans to expect reps/markter's buy them > lunches and provide them with free items? > > This nonsense needs to stop..... > > with healthy wishes > > Sincerely, > K. To-Alemanji, PT, DPT {Doctor of Physical Therapy} > Owner/Physical Therapist > Body Kinetics Rehab,LLC > > 7617 Little River Turnpike > Suite Lower Level 110 > ndale, VA 22003 > Tel: > send a text: > > Fax: > website: http://www.bodykineticsrehab.com/ > > Confidentiality Notice: This message is intended for official business > use by the individual or group addressed above. It may contain > information that is privileged, confidential, and exempt from > disclosure. If you have received this communication in error, please > delete the message and notify the sender so that we may correct our > records. > > > --- Another Smelly Patient Problem > From: " Mt. Eden Physical Therapy " <mt_eden_pt@...<mailto:mt_eden_pt%40sbcglobal.net> > <mailto:mt_eden_pt%40sbcglobal.net>>; > Date: Thu, March 31, 2011 7:18 pm > To: <PTManager <mailto:PTManager%40yahoogroups.com> <mailto:PTManager%40yahoogroups.com>>; > > I wondered if you managers had a tactful way of dealing with this type > of > situation: > > We are treating an elderly, disabled women who is wheelchair bound. She > is > brought in for treatment by her son who is morbidly obese, wears filthy > clothing and ..he smells terrible! This man sticks to his mom like glue. > He can't stay in the waiting room (he'd drive our other patients away) > and > his odor is intolerable in the treatment room. > > Any tactful, artful suggestions would be appreciated. > > Viel, Office Manager > > Mt. Eden Physical Therapy Center > > 19845 Lake Chabot Road, Suite 205 > > Castro Valley, CA 94546 > > > > FAX > > www.mtedenpt.com > > PLEASE NOTE: The materials in this email are CONFIDENTIAL AND PRIVATE, > and > may contain protected healthcare information. If you are not the > intended > recipient, be advised that any unauthorized use, disclosure, copying, > distribution, or the taking of any action in reliance on the contents of > this information is strictly prohibited. If you have received this email > in > error, please immediately notify the sender via telephone or return > mail. > > Quote Link to comment Share on other sites More sharing options...
Guest guest Posted April 1, 2011 Report Share Posted April 1, 2011 Marketing to doctors is generally a bad idea. But there is one time it is appropriate to market to referral sources: When your relationship is already positive, professional, congenial, and mutually supportive, and when you are offering a new service, e.g. lymphedema therapy, aquatics, etc. Such meetings reinforce already positive relationships, and even good relationships can deteriorate without occasional reinforcement. When the doctor or group is your friend, the tenor of a " marketing " call can be (should be) one of how we all can work better together to help our patients. Marketing then becomes a by-product of the effort to cooperatively care for patient needs. Relationship is everything. Dave Milano, PT, Rehabilitation Director Laurel Health System ________________________________ From: PTManager [mailto:PTManager ] On Behalf Of acceleratedptbsl@... Sent: Friday, April 01, 2011 11:00 AM To: PTManager Subject: Re: marketing to MD I would have to agree with Jim. Like in school when the teacher would ask " Did you bring enough for the whole class? " . When drug reps, DME reps, other therapists, etc. are bringing meals for the whole clinic, then it becomes anticipated on their part. It may not be what you want but if that's their perception, then you have to work around that. We used to do lunches for the entire office but got away from that... just my personal opinion that it demeans us. We go from a collegial relationship to that of being a 'salesperson' and an underling. As far as the literature about ethics/legality for MD's to expect free lunches/items. What would you do with that? Send it to her? Show up at her door with it? Mail it to all physicians? I realize you are frustrated but I can see no good that would result from you pursuing that course of action. Besides, look back. You are the one that offered to take her lunch. You got a black eye on this one. Learn from it and live to fight another day. Good luck. Matt Capo, PT Accelerated Physical Therapy and Occupational Health, Inc. Bay St. Louis and Diamondhead, Mississippi Re: marketing to MD Although I don't condone the MD's actions, I think you made an error in marketing to MD's office. In my twenty years of being an owner of five outpatient sites, I found out that having a good rapport with the clerical staff is often more important then one with the MD. The clerical staff in many ways is the gatekeeper to the MD. They can facilitate meetings with the MD , provide scripts, get patients in quicker, etc. In fact, we provided a bottle of wine or a gift certificate to a local restaurant on their birthdays. Make them feel appreciated and you'll be amazed what they'll do for you. It's the best investment my company made to promote our practice. Jim On 3/31/2011 8:26 PM, jt@...<mailto:jt%40bodykineticsrehab.com> wrote: > > Hi Everyone > > I had the most outrageous experience today with an MD that we were tring > to market to. > > My office manager had arranged for me to have a one-on-one meeting with > the MD and our office manager had told them that because we are a small > company and taking up the MD's lunch time we will provide lunch for the > physician only. > > When I walked into the office the office staff initally had a bad > attitude because I did not bring them all lunches. The MD came back and > was completely unprofessional and disrepectful to me when she found out > I didn't bring lunch for the whole staff. > > These were her exact words: You can eat that yourself because I don't > want to hear anything you have to say and don't want anything to do with > your business. > > I was completed appauled and frustrated on of how rude and > unprofessional she was. > > I think it is outrageous that physicians and their staff expect these > lunches. > > Can someone direct me to some literature where it states that it is > unethical and illegal for physicans to expect reps/markter's buy them > lunches and provide them with free items? > > This nonsense needs to stop..... > > with healthy wishes > > Sincerely, > K. To-Alemanji, PT, DPT {Doctor of Physical Therapy} > Owner/Physical Therapist > Body Kinetics Rehab,LLC > > 7617 Little River Turnpike > Suite Lower Level 110 > ndale, VA 22003 > Tel: > send a text: > > Fax: > website: http://www.bodykineticsrehab.com/ > > Confidentiality Notice: This message is intended for official business > use by the individual or group addressed above. It may contain > information that is privileged, confidential, and exempt from > disclosure. If you have received this communication in error, please > delete the message and notify the sender so that we may correct our > records. > > > --- Another Smelly Patient Problem > From: " Mt. Eden Physical Therapy " <mt_eden_pt@...<mailto:mt_eden_pt%40sbcglobal.net> > <mailto:mt_eden_pt%40sbcglobal.net>>; > Date: Thu, March 31, 2011 7:18 pm > To: <PTManager <mailto:PTManager%40yahoogroups.com> <mailto:PTManager%40yahoogroups.com>>; > > I wondered if you managers had a tactful way of dealing with this type > of > situation: > > We are treating an elderly, disabled women who is wheelchair bound. She > is > brought in for treatment by her son who is morbidly obese, wears filthy > clothing and ..he smells terrible! This man sticks to his mom like glue. > He can't stay in the waiting room (he'd drive our other patients away) > and > his odor is intolerable in the treatment room. > > Any tactful, artful suggestions would be appreciated. > > Viel, Office Manager > > Mt. Eden Physical Therapy Center > > 19845 Lake Chabot Road, Suite 205 > > Castro Valley, CA 94546 > > > > FAX > > www.mtedenpt.com > > PLEASE NOTE: The materials in this email are CONFIDENTIAL AND PRIVATE, > and > may contain protected healthcare information. If you are not the > intended > recipient, be advised that any unauthorized use, disclosure, copying, > distribution, or the taking of any action in reliance on the contents of > this information is strictly prohibited. If you have received this email > in > error, please immediately notify the sender via telephone or return > mail. > > Quote Link to comment Share on other sites More sharing options...
Guest guest Posted April 2, 2011 Report Share Posted April 2, 2011 , I really don't think the physician was being outrageous. You chose to single the physician out and ignore the rest of the physician's staff. How do you think the physician would have felt to have been in the lunch room eating lunch brought by you as the rest of the staff shuffled in to eat their lunches? If the office really does work well together, the physician isn't going to want special treatment and the physician isn't going to tolerate staff not being included. If the office has a culture of " team, " then the poor physician would have had damage control after eating with you. I think the majority of us grew up knowing it wasn't right to give a birthday invitation to just 2 friends in class in front of the whole class. So, you tried to break a social norm and it failed. You didn't have a relationship with that office anyways. You don't have to leave the ending as it was... Take in a basket of candies for the whole office and an " I'm Sorry " card... take in a small floral bouquet for the office and an " I'm Sorry " card.... use your imagination - add some humor by poking fun at yourself. If you really, really want to have a relationship with the folks in that office, you have to mend what they view as an atrocity. Relationships and building them are far more important than marketing your services. You can be assured, you were the topic of discussion that day for those who were aware of your mistake... I'm not sure how strong the negative impression you created with all of them or how far reaching the ripple effect of that negativity, but you do have a decision to make - maintain the current impression or try to mend and dazzle them to change their impression. Selena Horner, PT ton, MI Quote Link to comment Share on other sites More sharing options...
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