Getting the Initial Appointment Right to Increase Revenue and Patient Satisfaction


When it comes to running a successful physiotherapy practice, it is essential to focus on providing an excellent initial appointment experience. This article explores the key strategies for increasing revenue and patient satisfaction by getting the initial appointment right. By understanding the main goal of the initial appointment and effectively communicating treatment plans, physiotherapists can build trust, improve patient compliance, and generate positive outcomes.

Understanding the Main Goal of the Initial Appointment:

The primary focus of the initial appointment is to give patients an exact plan to achieve their goals. Whether it’s recovering from an injury, improving performance, or alleviating pain, patients come to physiotherapists seeking guidance and expertise. It is crucial to listen to their needs, extract the necessary details, and provide a clear roadmap to achieve their desired outcome.

Building Trust and Setting Expectations:

During the initial appointment, it is essential to establish trust and rapport with the patient. This can be achieved by thoroughly understanding their injury or condition through subjective and objective assessments. Moreover, it is crucial to set realistic expectations and communicate the recommended frequency of appointments and treatments. By clearly outlining the treatment plan and providing written documentation, patients gain confidence in their therapist and feel more engaged in the process.

The Structure of an Effective Initial Appointment:

To optimise the initial appointment, it is recommended to allocate time strategically. The appointment can be divided into three segments: assessment, treatment, and planning. Approximately 40% of the appointment should be dedicated to assessment, including subjective and objective evaluations. Another 40% should be allocated to treatment, ensuring that patients feel they have received value and made progress. The remaining 20% should be focused on planning, where therapists communicate the recommended frequency of treatments and provide a written plan for recovery.

Benefits of an Effective Initial Appointment:

Implementing a structured approach to the initial appointment offers several benefits for physiotherapy practices. Firstly, by providing clear plans for recovery, patients are more likely to book subsequent appointments, increasing the clinic’s demand. Secondly, a well-structured initial appointment reduces reliance on new patients, leading to a more sustainable and stable patient base. Additionally, patients who receive effective treatment plans and experience positive outcomes exhibit higher satisfaction, resulting in more positive reviews and improved online performance.

Action Points:

To enhance the initial appointment experience, it is advisable to follow these action points:

  1. Segment the initial appointment into assessment, treatment, and planning phases.
  2. Clearly communicate the recommended frequency of treatments and provide a written plan for recovery.
  3. 3Adjust the number of appointments as necessary to align with each patient’s progress.
  4. Emphasise the importance of patient compliance and engagement during the initial appointment.
  5. Continually seek ways to improve the initial appointment process to maximise patient satisfaction and revenue.


The initial appointment plays a pivotal role in setting the stage for a successful physiotherapy journey. By understanding the main goal, effectively communicating treatment plans, and building trust, physiotherapists can increase revenue, foster patient satisfaction, and establish themselves as trusted experts in their field. By implementing a structured approach and continually refining the process, physiotherapy practices can thrive and become the go-to destination for patients seeking quality care.


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