1:1 Coaching with Cath Spencer-Smith, Kione Wilkins and Candice Morgan
Coaching Call Summary: Pricing and Operations
Coaching Call with Candice, Kione and Cath - October 17
Meeting Purpose
Key Takeaways
- Implement new pricing structure: £150 for 60-min initial consult, £95 for 30-min follow-ups
- Eliminate 45-min sessions; structure Bupa assessments as two 30-min appointments
- Develop clear treatment plans and communicate them upfront to patients
- Focus on collecting outstanding debt, particularly the £6k from a medical legal case
Topics
Debt Collection and Staff Incentives
- Large outstanding debt (£6k) from medical legal case expected to be paid soon
- Planning to implement 20% commission for Julia on debt collected beyond 90 days
- Total debt over 90 days is approximately £10-12k, mainly through AXA and one patient
- Considering giving Isabel (receptionist) debt collection responsibilities
Pricing Strategy and Service Structure
- Current pricing: £135 for 60 min, £110 for 45 min, £80 for follow-ups
- New recommended pricing: £150 for 60 min initial, £95 for 30 min follow-ups
- Eliminate 45-min sessions to simplify scheduling and maximize revenue
- Structure Bupa assessments as two 30-min appointments to work within insurance constraints
- Consider offering treatment packages with slight discounts (e.g., 10% off for blocks of 6 or 12 sessions)
Patient Management and Treatment Plans
- Develop clear, comprehensive treatment plans for patients (e.g., 6-7 sessions over 2 months for complex cases)
- Communicate treatment plans upfront to set expectations and secure commitment
- Guide patients towards hour-long initial consultations for thorough assessment
- Track initial-to-follow-up ratio as a metric for practice health (aim for 1:6 or 1:8)
Marketing and Website Development
- Meeting with Cheryl on Monday for website discovery call
- Isabel working on integrating blog content into current website
- Planning to focus on newsletter and social media marketing in future sessions
Next Steps
- Implement new pricing structure starting November
- Have conversation with Julia about commission-based debt collection
- Meet with Cheryl for website discovery call on Monday
- Send edited blog posts to Catherine for final review
- Organize a brief training session for physio team on communicating treatment plans
- Continue working on outstanding debt collection, especially the £6k case
- Plan future focus on newsletter and social media marketing strategies
Action Items
- Email Josh Borders re: Google review - WATCH (5 secs)
- Email solicitors all outstanding invoices; demand payment by Mon 5 pm - WATCH (5 secs)
- Email Kione edited blog drafts for review - WATCH (5 secs)
- Compile website style/branding refs for Cheryl discovery call - WATCH (5 secs)
- Email Kione stock images for website - WATCH (5 secs)
- Schedule clinic photography shoot (exterior, interior, team) - WATCH (5 secs)
- Update LinkedIn profiles for corporate outreach - WATCH (5 secs)
- Track initial:follow-up ratio - WATCH (5 secs)
- Run internal training on patient journey/booking ahead - WATCH (5 secs)
- Implement pricing/booking changes: 60-min self-pay, 30+30 Bupa/AXA, 30-min follow-ups, grandfather - WATCH (5 secs)
- Email Kione 2 free coaching sessions; schedule by year-end - WATCH (5 secs)
CS