Build a practice you love

In health and wellness clinics and practices across North America, something subtle but profound is happening. Practitioners are talking about AI as a new technology, but even more, they’re talking about how it changes the emotional texture of their work. Less cognitive strain. More presence with patients. A sense that the day is once again manageable. We took an opportunity to speak with cli...

Clinic teams, unlike families or friends, are assembled deliberately: through interviews, references, and yes, a little bit of gut instinct. You choose these people with care, not only to make sure they’re skilled at what they do, but because you’re going to spend an extraordinary amount of your life with them. Work is better when it’s shared with people you genuinely like. Which is why, when...

You’re reading a biweekly newsletter from Denzil Ford, Editor-in-Chief of Front Desk Magazine. In these newsletters, Denzil reflects on her conversations with real practitioners and shares stories, ideas, and the occasional 'aha' moment about marketing and business. You can sign up here to receive them right to your inbox.

You’re reading a biweekly newsletter from Denzil Ford, Editor-in-Chief of Front Desk Magazine. In these newsletters, Denzil reflects on her conversations with real practitioners and shares stories, ideas, and the occasional 'aha' moment about marketing and business. You can sign up here to receive them right to your inbox.

Infusing delight into your practice is more than just lifting your clients’ spirits. It’s a strategic business decision and one of the simplest ways to improve your overall client experience. Why? Because delighted clients don’t just come back, they tell other people they should come, too. The more delightful the patient experience, the louder they shout it from the rooftops! And you begin bui...

Year-end isn’t just about getting ready for taxes, it’s about getting clear on the story your numbers tell. It’s your chance to pause and run through your year-end financial checklist: take stock of what worked, what didn’t, and start the next year with more confidence. Think of it as your clinic’s annual financial checkup. And it doesn’t have to be scary. It’s simply a moment to realign ...

You’re reading a biweekly newsletter from Denzil Ford, Editor-in-Chief of Front Desk Magazine. In these newsletters, Denzil reflects on her conversations with real practitioners and shares stories, ideas, and the occasional 'aha' moment about marketing and business. You can sign up here to receive them right to your inbox.

Building a community sounds big, doesn’t it? Like something that takes a full team, a big plan, and way more time than you actually have. But the truth is, real community tends to start small, and when you create simple, genuine moments of connection, it naturally grows into something lasting. That’s something Destin Jones (Jane’s community and events leader) has done beautifully. What sta...

For Calgary-based occupational therapist, educator, and mentor Carlyn Neek, working with AI can be summarized in two words, all caps: “MIND BLOWING!”. With the growing popularity of the technology, Carlyn, like many other practitioners, became curious about how it could help her in her practice. One of her first experiments was marketing. Carlyn struggled to describe her strengths as a pra...

We’ve all been there. The phone rings, and you realize you’ve got a difficult or upset client on your hands. Whether it’s a well-meaning “chatty Kathy” or an angry caller looking for a quick fix, knowing how to deal with difficult clients is just part of the job for anyone at the front desk. As someone who has trained numerous front desk staff over the years, Jenn Collins has learned a few key...

You’re reading a biweekly newsletter from Denzil Ford, Editor-in-Chief of Front Desk Magazine. In these newsletters, Denzil reflects on her conversations with real practitioners and shares stories, ideas, and the occasional 'aha' moment about marketing and business. You can sign up here to receive them right to your inbox.

It’s easy to look around and feel like everyone else has it figured out. Imagining your fellow practitioners with full caseloads, confident teams, and steady growth. Meanwhile, you’re still piecing things together on the fly or not sure how to get your business back on track. But the truth is, most clinic owners are figuring it out as they go, too. No one’s doing it perfectly, and feeling a l...

Note: The following updates apply to U.S.-based practice owners. 🇺🇸 Big legislative shifts can make tax season feel even more confusing than usual. With the “One Big Beautiful Bill” (OBBB) signed into law this summer, many health and wellness business owners in the US are wondering how these updates will affect their clients, their quarterly tax payments, and ultimately, their bottom line...

When we talk about marketing for small health and wellness businesses, the advice often sounds like there’s a secret recipe hiding somewhere: “Run Facebook ads”, “Invest in SEO,” and “Post on Instagram three times a week.” It’s easy to think of marketing your clinic as one thing or one set of things you should be doing as a clinic owner. But after having many conversations with clinic owners...

You’re reading a biweekly newsletter from Denzil Ford, Editor-in-Chief of Front Desk Magazine. In these newsletters, Denzil reflects on her conversations with real practitioners and shares stories, ideas, and the occasional 'aha' moment about marketing and business. You can sign up here to receive them right to your inbox.

When you come from outside an industry, you see things others might miss. That’s exactly what entrepreneur and creative strategist Andrea Valliere discovered when she founded Road to Hana, a counselling and wellness practice built on ideas borrowed from far beyond healthcare. Drawing from fields like design, psychology, and business strategy, Andrea has learned that innovation comes from obse...

TikTok may have started as the home of viral dance trends, but today it’s become a worldwide hub for community, education, and, yes, even digital marketing. With 1.6 billion users [1], 38% of whom consume health and wellness content daily [2], the platform offers practitioners an enormous opportunity to connect with potential patients or clients through an authentic TikTok marketing strategy b...

You’re reading a biweekly newsletter from Denzil Ford, Editor-in-Chief of Front Desk Magazine. In these newsletters, Denzil reflects on her conversations with real practitioners and shares stories, ideas, and the occasional 'aha' moment about marketing and business. You can sign up here to receive them right to your inbox.

If you’ve spent any time scrolling social media, chances are you’ve come across The Prehab Guys. With more than 1.3 million followers on Instagram and a reputation for making movement education for physical therapists simple, engaging, and trustworthy, they’ve become one of the most recognized names in online health education and a model for building strong brand awareness in the wellness spa...

It’s been said that owning a business is one of the greatest courses in personal growth. Isn’t that the truth?! Not only are there logistics to growing your practice and one day scaling it — who to hire, what systems to add, what EMR or clinic software to use (and more). There’s also the emotional work of being in business. How do you react when things aren’t easy? When a client ghosts you? ...

You’re reading a biweekly newsletter from Denzil Ford, Editor-in-Chief of Front Desk Magazine. In these newsletters, Denzil reflects on her conversations with real practitioners and shares stories, ideas, and the occasional 'aha' moment about marketing and business. You can sign up here to receive them right to your inbox.

Let’s face it: insurance vs cash billing isn’t the most fun topic. No matter where you’re located, it involves some admin. But for providers in the US, billing can also come with complex systems to understand, rules to abide by, and a laundry list of extra steps — and in the end, payment isn’t always guaranteed. Please don’t click away yet! :) If “getting paid” is the destination, “billing”...

You’re reading a biweekly newsletter from Denzil Ford, Editor-in-Chief of Front Desk Magazine. In these newsletters, Denzil reflects on her conversations with real practitioners and shares stories, ideas, and the occasional 'aha' moment about marketing and business. You can sign up here to receive them right to your inbox.

When patients think of your clinic, they remember more than just a name. What stays with them is how it felt to be in your care, and that feeling is the core of your brand. A clinic’s brand isn’t created in one grand moment. It’s shaped over time, through all the small moments. Every touch point matters, from the first click on your website to the way your front desk welcomes them. The...

The right photography tips can help anyone take polished clinic photos that feel professional, no studio required. For small clinics and therapy practices, images do more than brighten a website, they’re often a patient’s very first impression. And those impressions form fast: studies show it takes just 0.05 seconds [1] for someone to judge a website’s visuals. Another study from the Universi...

Imagine you get an email from your bank warning you of suspicious activity. They’re asking you to log in and verify some recent purchases. No problem. You can trust your bank. Right? Unfortunately, it’s not that simple. That email in your inbox might look like it’s from your bank — but it could be a phishing email scam designed to fool you into handing over your login credentials. One clic...

AI is having its moment, and healthcare is no exception. Somewhere around 500–600 million people are actively using AI every day to do things like plan meals, summarize search results, send the perfect break-up text, and even write clinical notes. Artificial intelligence is showing up in every corner of life, and one fast-growing use case in the professional world is AI-powered medical scrib...

‘Are you using AI?’ It’s an increasingly common question in most industries, health and wellness included. New AI tools promise to lighten your admin load, help with documentation, or give your schedule a little breathing room. And hey, who wouldn’t want a few more hours in their day? But with every new technology comes the natural next step: questions. Will this actually help? Is it really ...

If you’ve ever felt like running the front desk means being everywhere at once — answering phones, checking in patients, and putting out fires — you’re not alone. It’s a lot. And when the day gets hectic, it’s the systems and routines you’ve built that keep things from spiraling. That’s where Meghan Menzel comes in. With years of experience keeping clinics calm, collected, and run...

When you’re building a practice — especially in the early days — your energy goes everywhere. You’re naming your business, finding a space, setting up software, and serving your first clients. But one thing can quickly become an emotional bottleneck: your money. Budgeting isn’t just spreadsheets and numbers. It’s clarity. It’s control. And when done right, it can actually feel empowering. ...

Feeling unsure about actually charging a no-show or late cancellation fee? Here’s the harsh truth. Every no-show costs more than just time: just three no-shows or late cancellations per week can add up to $20,000 a year in lost income. Not to mention, not enforcing your policies can lower your job satisfaction and increase feelings of resentment. Honouring your policies helps protect your ...

Running a clinic takes more than good instincts. It takes strategy. Even with a great team and a full calendar, when you don’t have a solid foundation of systems, things can still feel messy behind the scenes. That’s exactly why Dr. Manju Asdhir created this playbook. As a clinic owner and business coach with Clinic Accelerator , Manju has seen firsthand how thoughtful sy...

It’s no secret that young people live on their phones. Social media isn’t just where they find news and travel tips anymore; it’s also where they’re searching for their next job. According to Shaida Rabie, Director of Marketing at Clinic Accelerator — a coaching company that helps clinic owners scale their business — traditional job sites and recruitment agencies are falling out of favo...

How many tax deductions are you missing out on? If you’re not sure, you’re definitely not alone. Taxes can feel overwhelming, especially when you’re trying to figure out what applies to your profession. To help, our friends at Heard put together a guide to help our US health and wellness professionals better understand tax deductions. Whether you’re curious about what counts as...

As a practitioner, you’re used to doing hard things: tackling long days, caring deeply for your clients, and solving the kinds of challenges that don’t come with a handbook. But when it comes to hiring your first (or next) staff member, even the most seasoned entrepreneurs can feel stuck. Who do you hire first — an admin or a practitioner? How do you find the perfect candidate so that you ...

Miscarriage, pregnancy after loss, and birth trauma are often not talked about enough, leaving women and families to navigate some of life’s most challenging seasons without support. We spoke to Baby Bean founder Angel Leung about how her personal story inspired her to innovate in women’s healthcare, break down misconceptions, and fuel much-needed change. Angel Leung is no stranger to t...

Expanding your clinic’s services might feel a little daunting. You’ve already built something valuable — but how do you take it further? To help shed some light on this, we sat down with Dr. Kellen Scantlebury , founder of Fit Club NY , during an episode of Radio Front Desk . Here, he shares his very own step-by-step guide, packed with expert tips to help you grow yo...

Designing your dream clinic space is exciting. You're debating which calming paint color to choose, how to make your treatment rooms comfortable and your waiting room inviting... But before all of these design decisions , you first have to find your space. So where do you even start? Luckily, we have top-notch design advice to help guide you. Clinic design experts Meg MacPherson a...

When Kelly McKenna first started posting on Instagram, she didn’t expect much for her practice — maybe two or three new clients, if things went well. At the time, she had just launched her private therapy practice and was looking for a way to connect with people who might benefit from her expertise. So she created the account @sitwithkelly , and began sharing her perspective as a therapist ...

Thinking of a clinic redesign? Staring at paint chips or browsing furniture options on Wayfair? Design should be fun (it’s a creative outlet, after all). But it’s easy to feel like there are endless options to choose from and not enough time in the day. We get it. You’re running a whole business. And that’s no small feat. That’s why we’ve got your back with helpful tips from clinic ...

Please note: this article is for U.S. clinics and should not be interpreted as tax or financial advice in any way. If you’re a clinic owner, you’re being pulled in every direction. You’re balancing your patients’ needs, daily admin work. and charting… and then, like clockwork, there it is. Tax season. At best, you feel like there’s not enough time on any given day. When it comes to...

Have you had an over-capacity waitlist? Were you worried that your clients would not be able to book in a reasonable amount of time? It’s a common concern for so many practitioners. And it’s something that I’ve seen in my own private practice. As a mental health practitioner, I thought about my clients’ needs at the time and how I could help them while they waited to see me. So I created a...

Running a solo practice has its perks: you’re in control, set your own hours, and build strong relationships with your patients. But at some point, you might start wondering 'what’s next?' Then, one question in particular stands out in your mind: should I make the leap to a multidisciplinary clinic? For some clinic owners, expansion is about reaching more patients without stret...

Oh hello, it's Denzil here, Editor-in-Chief of Front Desk magazine . I’m the one tapping away at the keyboard and hoping these words find you well. I want to pull back the curtain on a topic close to my heart and crucial to any business: making decisions about people . When I joined Jane, I started by building out Jane University — a training program on how to use the software (which ev...

As a clinic owner or practitioner, treating patients probably feels like second nature. Growing your practice? That’s likely a different story. If finding ways to prioritize growth feels a bit like a juggling act — you’re not alone. In a survey of 265 Jane clinic owners and managers, 40% say that finding ways to grow their practice feels tiring or overwhelming.* So we turned to Scott Ma...

When Lex Lancaster, digital operations expert from Lex Lancaster Creative Co. LLC , first ventured into the world of digital marketing, she brought two seemingly unrelated passions together: physical therapy and technology. “I took my tech background and my physical therapy background and said: ‘I love these things so much. I’m going to marry them,’” she shares. This combination led her to ...

“There’s a saying in group therapy that goes ‘When you bring someone new into a group, you must acknowledge you have a new group.’” This is a piece of wisdom Matt Lundquist shared with us when we spoke about how he onboarded nine team members to his Manhattan-based psychotherapy practice, Tribeca Therapy . To Matt, Founder and Clinical Director, culture and onboarding are interwoven. A big...

Before Jake Joy was helping her psychotherapy clients carve out a path to healing, she was creating art. “When I first started painting, I felt so inspired by what was coming out onto the canvas,” Jake shares, adding that when you first start something new you’re often “going off of your own interpretation, your own desires, your own passions.” But as Jake’s art career continued, she notic...

It’s hard to believe that 43 calls could come from a Google Business Profile in a small town of 1200, but I can confirm it’s true. Living in Joseph, Oregon where fishing and hunting are as common as treating clients and patients, I understand the importance of efficient marketing methods that can yield significant results without demanding too much time — or budget. In the world of wellnes...

From the moment Renee Tong graduated, she knew it was time to pack her bags. The native Torontonian had grown tired of her routine at home and yearned for something new. The west coast, with all its natural beauty, was calling — so, she answered. Her first stop was Vancouver, where she began practicing as a registered massage therapist in a few multidisciplinary clinics. Then, she made her ...

When Emily Marson started her career in fertility acupuncture, she saw a gap in her local market: clinics weren’t marketing specifically to her generation. That realization motivated her to open her own business — San Diego’s Aphrodite Fertility Acupuncture . “I wanted to create something with my own spin on it,” Emily says. “More modern and millennial.” So, how did Emily tap into the collec...

Disclaimer: This article is discipline-specific for Canadian mental health practitioners. Here at Front Desk Digital, we’ll cover new developments across health and wellness disciplines. If you’re like me, the end of the year can be a scramble to submit insurance claims for extended healthcare. Between combing through my email for receipts and figuring out what I’ve submitted already, it’...

Think about the last time you went to a really great restaurant. Every detail, from the friendly greeting to the attentive waitstaff who anticipated your needs, made you feel like the most important person in the room. This is an experience that Dr. Michelle Wendling knows well. A self-described foodie, Dr. Wendling recalls the exceptional experience she had at a Michelin-starred restaurant....

Was Robin Valadares always good at looking at his numbers? Admittedly not. He had no firsthand experience with budgeting, personal finance, or economics. But knowing he was in business for himself, and by himself, made him curious to learn more. The physiotherapist and financial literacy educator explains how he taught himself how to understand the data of his business , and where to star...

When patients step into your clinic, the quality of communication before, during, and after their appointment profoundly impacts their visit. From first phone calls to follow-up emails to text reminders, consistent and effective communication is crucial to building trusting relationships and ensuring a positive patient experience. But how can you prioritize top-notch communication when you’re...

Where are you overwhelmed in your practice? It’s time to delegate that, ASAP. While it can be rewarding to run your own business, it can also leave you scattered, tired, not to mention hitting an income ceiling. When doing everything on your own starts to impact your home life and your bottom line, it’s time to make a change. But for you — it’s vital that your first hire is done with thought...

Talia Singer juggles her hybrid mental health practice in the busy urban center of Toronto. As a mental health nurse, psychotherapist, instructor, and mother, her weekly schedule flips between anything from clinical supervision to client sessions, plus parenting. Like many mental health clinicians pre-pandemic, Talia was initially reluctant to take online. With the pandemic’s pressing needs,...

As narrated to Vasiliki Marapas Julia Smith finished her Master’s, moved to a new city, and laid the foundation for what would soon become a successful private practice. Today, she’s not only the Clinical Director at Insight Mental Health Counselling , but the owner of Fearless Practice : a consulting company for Canadian therapists navigating the business side of the mental health profe...

No-shows are a frustrating phenomenon that can disrupt the flow of your day and cut into your profit. As a clinic owner or practitioner, it can feel like a situation outside of your control. Especially when you’re already in a juggling act — on one end you’re handling business needs, and on the other, you’re balancing caring for your patients. Switching between these two modes might feel stre...

It’s a busy day at your clinic’s front desk. Phones are ringing, emails are pinging, and your team is there with friendly smiles, greeting every visitor (for the first time or the thousandth time). Your front desk is the face of your business, where first impressions are everything. It’s also where you can set the stage for a long-lasting relationship with your patients. But how do you bui...

Have you ever felt invisible in a sea of competitors, struggling to get your practice noticed? It can be challenging to stand out, especially if you’re offering similar services as other clinics in your area — but don’t despair: Lisa Simone Richards is here with a lifeboat. A seasoned PR and Visibility Strategist, Lisa Simone has a passion for helping small business owners like you. Here, ...

Tracy De and Tianni Wang believe that healing begins with community. Best friends and business partners, the duo launched Chicago Minds — a coworking space designed for mental health professionals — as a way to break the isolation of private practice, and create an inclusive community for clinicians and clients alike. Tracy De recalls the moment she was finally ready to open her private...

This story is based on true events. Names and some identifying details have been changed for privacy.

I travel to Plantsome on a sunny afternoon. Resident plant care specialist, Jacqueline Montone, shares her love for plants, admitting to having over 50 in her home. I wonder what it’s like to care for more than just one small, plastic IKEA number, gifted to me at a recent housewarming. I think about the brown, crispy ferns I’ve overwatered (or underwatered?) that didn’t make it. Is there h...

In the hustle and bustle of clinic life, time can feel like a luxury. Maybe you’re buried under endless to-do lists and deadlines. Maybe you’re putting out random fires that didn’t exist an hour ago (that’s normal, right?). Whatever you’re dealing with, the stress of work can eat into the precious “me time” that’s essential for managing a well-balanced life. But here’s the thing: work-life...

Drip campaigns. Funnels. Creating a buzz. If this sounds more like a coffee shop than it does a marketing strategy… it might be time for some expert advice. Kendall Hagensen developed entrepreneurship expertise in the wellness space. She’s built a successful mental health practice, while managing a Washington-based multidisciplinary health clinic, Vancouver Wellness Studio , and foundin...

As John Clarke puts it, “grad school left me grossly unprepared to be a business owner, even though I was quite ready to be a therapist.” The graduate of Virginia’s James Madison University realized that times had changed. One couldn’t simply throw up flyers around town and wait for people to pile up to give out great referrals. So Clarke dedicated the first few years of running his practice ...

Your waiting room is a busy place. On any given day, you’re juggling a full schedule of patients with their own unique needs. But one group in particular needs more hands-on attention to pass the time. Kids. You might already have some toys on hand to keep them busy, or maybe you’re looking for some fresh ideas. Don’t worry — we’ll walk through how to make the kids in your clinic feel righ...

With its convenience, accessibility, and popularity among clients, telehealth demand is growing in many practices. But even if you’re tech-savvy, it’s hard work. And hey, we get it. You not only have to consider your set-up, but you also have to consider how to protect your clients’ privacy. That’s why we’re here to help you make your telehealth experience as smooth as possible. Our te...

Some people shy away from discomfort. Alison Taylor leans in. It’s how she ran clinics for 20 years; it’s how she navigates her role as Co-Founder and Co-CEO at Jane ; and, it’s a quality she hopes to empower in others – especially when it comes to one of the most crucial aspects of running a business: money. As operational costs rise, raising fees is often the only way for owners to maint...

FYI: We’re going to talk about Jane the product in this article So, you’re thinking about switching to a new EMR , but you haven’t quite made the leap. That’s understandable — change is hard, and there’s probably a ton of things on your mind. You’ll want to explore the import process, understand how the new system will impact your day-to-day operations, and strategize on the best way to t...

In today’s digital age, social media has become an integral part of everybody’s lives, especially for businesses. It offers a powerful platform to connect with others, share information, and promote our businesses. For health and wellness clinics, establishing a strong social media presence is not only helpful for attracting new clients but it’s also helpful for building trust, fostering eng...

Your intake form is one of the most important tools you have as a practitioner. It’s the first point of contact for many clients, and sets the stage for treatment planning. A well-crafted intake form can help you gather essential information about your clients’ health histories, treatment goals, and preferences, and it can also help establish clear boundaries and expectations for your work tog...

Building, maintaining, and optimizing a website can feel challenging, especially when your focus is on treating clients.

Perhaps one of the most frustrating situations in clinical practice is the dreaded no-show. If they’re not dealt with, high no-show rates impact treatment outcomes, clinic efficiency, and the revenue you need to keep caring for your patients. Here are a few of our top tips on how to reduce no-shows and keep your practice running smoothly.

FYI: We’re going to talk about Jane the product in this article Hey there, In the Jane community group , we’ve been having a lot of conversations about payment processing and the rates and fees that come along with that. So, for anyone who isn’t fully integrated with Jane Payments , we thought we’d put together a helpful guide on how payment processing fees work, where they come from, an...

Hi Jane Community, My name is Travis Good, and I’m the CEO of Haekka, a modern training platform that makes HIPAA training simple for admins and effective for users. In this article, I’ll be sharing all about HIPAA and what you can do to ensure your practice is compliant. But first, I want to let you in on a little secret… HIPAA isn’t hard! It’s just a set of things you need to put in place,...

Hey everyone 👋 Our friends from Myodetox presented Hiring, Training & Retaining an Exceptional Front Desk Team during our Allied series, and it was fantastic. So fantastic, in fact, that we’ve had a lot (like… a LOT) of requests for more resources on this topic. So, we took Myodetox’s wisdom, sprinkled in a little advice from Jane’s People team, and had a few of our former clinic ma...

🇨🇦 Before we get started, we should mention this article is based on Canadian insurance . 📍 Keep in mind, these resources are being provided for informational purposes only and do not replace the need for personalized insurance advice from a licensed insurance broker . Hello to our Canadian Community, If the idea of finding the right insurance for your practice has you reachin...

FYI: We’re going to talk about Jane the product in this article Hey there, Jane Community. 👋 We’ve been getting a lot of questions about  HIPAA-compliant emails  lately, so we thought we’d hop on here to share what we know about secure, private e-communication. We’re going to cover a few topics, so if you’re a HIPAA expert or looking for something specific, feel free to skip ahead! What...