From Refund Requests to Raving Fans: Managing the Patient Experience with Donis Gil

Ever had a patient ask for a full refund after a rock-solid evaluation? 🤦‍♂️

It happened to me. Even after 20+ years of clinical practice and teaching hundreds of therapists, I realized that "good clinical results" don't always equal a "satisfied patient."

In this episode of Untold Physio Stories, I’m joined by my good friend Donis Gil from Professional Seminars. We dive deep into the awkward, frustrating, and eye-opening moments when patient expectations don’t align with our clinical reality.

We’re breaking down:

• The Refund Story: Why a "perfect" lecture can still result in a disgruntled customer.

• The "Sandwich" Approach: Is starting with a positive always the best way to handle critiques?

• Love Languages in the Clinic: How the 5 Love Languages (Quality Time, Acts of Service, etc.) apply directly to your patient's recovery journey.

• The Power of the Pause: How to handle high-conflict patients (like the "Atlas Rotation" lady) without losing your cool.

• Framing the Win: Why finishing a 60-minute eval in 40 minutes should be a bonus, not a "ripoff."

Stop guessing what your patients want and start mastering the Expectation Management game.

Check out the links in the show notes to connect with Donis Gil and level up your patient experience!

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