Jerry Durham comes onto the show to discuss how he ventured into the patient experience realm, concept of the customer life-cycle with utilizing methods for the optimal patient experience in healthcare practices, research on therapeutic alliance on healthcare outcomes, how to implement in a practice, how to present this to an employer for implementation, what metrics he uses to track the patient experience at his practice, discussing team culture in an organization, how to teach his staff about the patient experience/onboarding, and much more!

This is a charity episode in which for every F bomb (original idea by Jerry) dropped during the episode $5 will be donated to the APTA Political Action Committee (PAC) and F Scott, Jerry, and myself will match that amount and donate it to the PAC and we strongly urge our listeners to contribute in whatever way possible to the PAC as they require funds to fight for important legislation for our profession! 


Jerry Durham, Physical Therapist, helps Physical Therapy Practice owners engage patients for great results. Following graduation from Physical Therapy school, Jerry practiced in a variety of settings, inpatient and outpatient, from small independent clinics to large hospitals and from the very beginning, Jerry questioned why there wasn’t an emphasis placed on treating patients as individuals, with unique concerns and objectives and why more effort wasn’t being made to develop true relationships with patients.

Jerry’s experiences in these settings fueled his drive to prove that you can increase arrivals, decrease no shows and cancellations and achieve great results all through the relationship between your clinic and your patients.

 He is the Chief Relationship Officer for his physical therapy practices with San Francisco Sport & Spine Physical Therapy, hosts the podcast Healthcare DispuPTion with Dr. Andrew Rothschild. He is a nationally recognized expert and sought after conference speaker as well as a clinical instructor who travels across the United States teaching the next generation of practice owners. He teaches with the Institute of Clinical Excellence with Jeff Moore on the Patient Experience. 

Jerry is on the nominating committee of the Private Practice Section of the American Physical Therapy Association and is on the forefront of the movement around patient engagement leading to great outcomes and how to own and operate a thriving business whether you accept insurance or are strictly cash based, simply by cultivating great patient relationships. 

Jerry’s Website: 

San Francisco Sport and Spine Physical Therapy Website:  

Healthcare DisruPTion Podcast (more recent): 


Jerry’s Twitter Page: 

Jerry’s Instagram Page: 

Jerry’s Facebook Page: 

Institute of Clinical Excellence: