How to Expand Your Services: 5 Steps for Thoughtful Clinic Growth

Dr. Kellen's 5 Steps for Expanding Your Clinic's Services

Step #1: Understand what your patients need

• Action: Start by clearly understanding your patients’ needs and expectations. Use tools like surveys, feedback forms, or casual conversations during sessions to learn more about challenges they might be facing — like wait times, access to follow-up care, whether they feel supported in recovery, and so on. Once you gather this feedback, look for recurring themes or concerns.
• Why it helps: Listening to your patients shows them you value their input. By focusing on what truly matters to them, you can make meaningful changes to improve their experience, build trust, and enhance loyalty. Plus, satisfied patients are more likely to stay engaged and refer others.
• Pro tip: Pre- and post-treatment moments are great opportunities to casually check in on a patient’s experience. But, some folks might prefer sharing that info anonymously, too! So, you can also use tools like Google Forms to collect similar information anonymously.

Step #2: Spot the gaps in your services

• Action: Analyze your current services and compare them to the feedback you’ve received. Are patients asking for specific programs or improvements? Is there anything more they could benefit from, like extended hours, access to telehealth services, or more one-on-one time during their sessions? You also want to consider the bigger picture. Look for service gaps in your area and explore what other local clinics offer to find ways your clinic can stand out.
• Why it helps: Addressing service gaps positions your clinic as a provider that truly meets your patients’ needs. This not only helps retain your current patients but also attracts new ones seeking tailored solutions. Expanding your services can drive growth while reinforcing your reputation as a trusted and innovative care provider.

Step #3: Think about what you and your team do best

• Action: Take a close look at your services and figure out what you and your team do best. Write down the key skills, talents, and specialties that set you apart. Then, identify areas where you could expand or improve, especially ones that could meet needs in your community.
• Why it helps: Offering the skills your team excels at can be a win-win for everyone. Not only does it give your community access to unique services, but it also lets you showcase your expertise and charge for the value you bring to the table. This keeps you and your team motivated, helping you deliver your best work. Plus, it creates additional income streams for the practice. Diversifying your revenue can add some stability during slower periods.

Step #4: Realize that you drive the bus!

• Action: Health and wellness practitioners dedicate years to mastering anatomy, movement, evidence-based techniques, and more. Yet, it’s common to see patients taking the lead in their care. While listening to and prioritizing your patients’ goals is essential, practitioners need to guide the process to avoid issues like premature self-discharge. From the very first session, create a plan that includes milestones and prepares patients for their next steps, whether that's fitness, nutrition, or other health goals. Check in regularly, adjust goals, and provide clear pathways to continue their progress beyond treatment. If these follow-up services align with your expertise, offer them directly. If not, establish a robust referral network to ensure seamless and supportive care while building mutual professional connections.
• Why it helps: Keeping people on schedule is key to ensuring they reach their goals. When patients self-discharge and their pain returns, they may blame the process and claim it didn’t work, when the real issue is that they only completed 60% of the plan. Many mistake pain relief for completing care, but we’re not just pain relief providers — what we do is help people move better, improve flexibility and strength, enhance their quality of life, and reduce pain long-term. To achieve these results, we need enough time with each patient, and this is something both patients and therapists need to understand.

Step #5: Train yourself and your staff

• Action: Just because you offer a new service, that doesn’t mean it will sell itself. You and your staff need to be prepared to clearly explain its benefits, how it works, and why it’s valuable to your community.
• Why it helps: People often need to hear about something at least seven times before it really resonates. That’s why educating your community about your services across multiple channels—verbally, via email, on social media, and more—is key to helping them connect the dots and recognize the value you’re offering.
• Pro tip: Incentivize your team when offering a new service. This way, everybody wins! Get a new signup, and receive some sort of incentive that makes sense for everybody.

Looking for even more ideas to grow your clinic with purpose? 🎙️

Dr. Kellen Scantlebury has you covered in his episode of the Radio Front Desk podcast. He talks all about patient communication, smart rebooking strategies, and connecting your marketing style to your clinic’s personality.

Give it a listen today. Tune in here! ☕🎧