GYCP EP 046 – MANAGING YOUR PRACTICE WITH THE JANE APP

GYCP EP 046 – MANAGING YOUR PRACTICE WITH THE JANE APP


[INTRO MUSIC]
This is the Grow My Clinic Podcast by Clinic Mastery where we help you deliver amazing
client experiences to grow your clinic. JACK: Well, welcome back to another episode
of the Grow My Clinic podcast. My
name is Jack O’Brien. Thank you for sharing your earbuds with us
today. We have a
couple of guests with us on the podcast. We have got Trevor and Ali from the JANE App
which is a fantastic practice management software that you may or may not
have heard of, but I can guarantee that after this little conversation, you are
going to be heading to their website to check out a little bit more. Trevor, Ali, how are you going? ALISON: Good. TREVOR: Doing great! JACK: Fantastic. So, listeners, you might pick up on a subtle
little accent because they are based in Canada. But obviously cloud-based practice management
softwares have no geographical borders. It is a fantastic platform across the globe
for health practitioners. Before we get into the nitty-gritty of Jane
and how she—I love that there’s a personality around it. It is great. It’s like a [inaudible] way conversation
with another being. Tell us a little bit about your story. Ali, you have had health clinics. You have got a
health background. How did you come to run a practice management
software? ALISON: Yeah, sort of birth story of JANE. I was opening a practice seven years ago
which was a multidisciplinary—so physio, chiro, massage, acupuncture, naturopath,
midwives, counselors, a little bit of everyone in there in one space. And originally, I
was looking for something specifically for online booking with just the idea that
when someone books an appointment, that is the end of the road so they are doing
all the research online but then they need to actually book an appointment so that
they have a reason to close their computer to stop looking. And so, I was opening a
new practice and really needing to [inaudible] all these new practitioners– I was
selling them a dream. I am like, “It is going to be fantastic.” But there is nothing there yet. It was like an empty space I was just building
out. So,
having to create an actual business that was going to be successful for all my new
practitioners. So I needed a beautiful online booking is
a big requirement for that. I
also was in the middle of building a practice and having my third child so I needed
an online booking and it was really important to me. The only time I could get anything done was
at eleven o’clock at night. And actually,
we just recently ran some stats on when people are using online booking the most. Is that okay? When in the day is online booking most widely
used and it was eleven AM and eleven PM. TREVOR: Yeah. Eleven PM is the highest slot from our numbers. JACK: And I believe that. That is my habit. I booked something last night, a float. I
love floating in a float tank and late last night before midnight. ALISON: We have float tank users using JANE
to book their appointments, too. It
would have been inconvenient. JACK: That would have been very handy because
last night was the—the booking was atrocious. ALISON: Was that? Oh maybe you should book them know. TREVOR: The forty percent of the online bookings
in JANE happen outside of clinic hours. It is such an obvious thing then [inaudible]
otherwise. JACK: Yeah. The learning there is that in clinic hours
[inaudible], that is right. You
are going to miss out on these and if you’re not providing a great online experience
at those hours. You may have [inaudible] patient. ALISON: And especially if you think about
the ones like the Sunday that are in pain working to get in on a Monday. And they call, leave a message. But then by the time
you call them back on a Monday morning, you would missed that early morning
appointment. And before that, they’ve gone somewhere
else and it’s actually really vital. I can’t imagine opening a clinic now and
not offering online booking. It feels you
would just lose more business than you can even imagine. And I call it the “Online
Waiting Room.” This is where people are going your website
and your online booking site. This is where people are—they are making
a decision about what kind of a practice you are and how professional
you are and how much you can charge even. It is all dependent on how you have this online
presence, and on your brand and the brand equity that you create with your
online presence is so important. So,
anyway, this is a long story to go back to I was opening a practice and Trevor had a
marketing agency. TREVOR: So Ali hired my firm to brand her
clinic she was opening. So I was there
doing my [inaudible] and all that. And along the way there, she was complaining
a lot that she couldn’t find any good online
booking software that would respect the beautiful brand that we are working on. ALISON: It was not fishing. I actually just was complaining. TREVOR: And I was just like, “Oh, that would
be fun to solve that problem.” So we’re
like [inaudible] and we quickly and ambitiously took on this project and in six weeks
built this little app that would do online booking. And then it also had a whole
interface for her practitioners either—. ALISON: Their charting. So this was the other business side was I
had only so much income generating space. I had eight treatment rooms and I knew I couldn’t
start pay per [inaudible] because they took up too
much space. And I don’t know—it is
probably the same there as it is here but commercial real estate is really expensive. JACK: It is a premium. ALISON: Yes, it is a premium. And I was storifying commercial space. I was
spending all these money on beautiful TI’s, like improving the space and I cannot
have a chart room. That just doesn’t work. I was like building out – you know, you
need your basic business model and I am like, “Okay, well I need eight rooms that
are all bringing an income in order to pay my rent for this space because this is a
big commercial space. “
So I also knew I needed a good electronic charting. So part of the other thing I was
looking for was that part that would offer electronic charting, that was flexible
enough for all of my disciplines also did not exist. Like most software were really
very discipline-specific. I just used it for a year, and I used it–
it was on a Mac mini, it was attached to my website, to my clinic. It was actually really fantastic. I think I called [inaudible] twice
that year for small changes and then we just used it. JACK: That is the way you went. And I think that is really important for listeners
to know that you are a health practitioner. You have built this for your own clinic, and
by extension now it has become this space that helps so many other clinics. Can you tell us about some of the things that
clinic owners should be thinking about when they are considering practice management
software. What are the
elements that you have built into JANE and what should we be considering when we
are thinking about PMS? ALISON: Well, I think that you have contributed
just as much or more to this conversation actually than I have because
when we started working on building JANE into a complete practice management software,
it was really hard for me to break outside of that box. I was like, “This is how my current software
does this.” And especially being in the clinic world,
being like – I know my software did it this way so this is how JANE should do it. This is how we should do it. And so one of the
things that I really enjoyed was actually thinking about the real use case in a
practice, that when you are looking at practice management software, there is the
different roles that are going to be interacting with your software and it used to be
just the admins, so back in the day there was only the admin. They would be
booking appointments and doing their billing and that would be it. But now, with the way that the role of the
practice management software has expanded to include charting and online booking
and patient interaction, there are all these different levels. So when you are looking at a practice management
software, I really recommend that people think about it from all of the people who
are going to be interacting with that and not just one person. So, when you are considering a practice management
software, make sure that your admin staff are looking at it with you
because they are the only ones doing the work in a certain way. Your practitioners and your practice are looking
at it with you because they are going to be spend interacting with the software
as well, doing their charting everyday, and the clinic owner, of course,
you are already looking at it. But even
consider, “What is my patient interaction? What are all of these different people and
how are they-.” You now have everyone in your practice, including
your clients, are going to be interacting with the software. So, they can do but it doesn’t [inaudible]
above all else. JACK: Yeah, for sure. So, talking about the practitioner’s right? Arguably spending
some of the most valuable of their time on a practice management software. Yeah,
exactly, right. Unbillable. So how have you made that beautiful? How have you
made that seamless? What features are available for practitioners? ALISON: I will say it is billable time. You need to view working billable time into
the price of your treatment and I hope you are
telling all of your practitioners this. JACK: Absolutely. That is a really good point. Notes are part of the consult. ALISON: Part of your billable time. So If you do a forty-five minute treatment,
you bill for an hour because you are going to
do fifteen minutes of documentation but it is not ripping off your patient, you are a
time-based. We can talk to you about that
problem. JACK: She is fired up. Here we go! ALISON: Yeah I am fired up. Because physios and practitioners are so [inaudible]
like working with patients in healing and helping them. And for some reason, the
money side is part of his [inaudible] as dirty. But I am like, in order to run a
successful practice and provide the best patient care, you have to be also working
on that side, which of course you know that this is what [inaudible]. JACK: Yeah, but it is a great point. We’re providing a comprehensive and complete
service experience for our patients and that includes taking great notes during
[inaudible] charts, communicating with other referrers. So talk to us about the
charts and drawing. TREVOR: I mean everything that we have designed
in JANE—we have really thought about as quick as possible and speed. Our goal is that a practitioner could be
completely on a regular [inaudible] visit notes in three minutes or less. There are
just tons of tool in [inaudible] to make things go quickly, things from starting JANE’s
templating system and the chard is unique and that we left modular templates, and
then they can combine those on the flier. So if they going a little bit of this, and
a little bit of that in that session, like a certain
modality or is in a certain tool, and then ultrasound and something, making us
bring in specific components into that chart notes for that day that is unique for
that visit. And they can duplicate previous entries so
it just brings up a whole entry, just as they have ventured last time. JACK: What about iPads, body charts, all that
stuff? TREVOR: JANE from day one is then is device-agnostic
within mobiles phones, within tablet since the beginning. And the chart notes have some of those really
cool component that we can imagine it touch screen. So a little bit– one of the tools
is called a Body Chart, and by default it loads up the man in full angles. And you can
draw a map; you can just tap points on it and make corresponding attached notes
in each point. ALISON: And you can also flip it out. TREVOR: Yeah, you can change that image on
the fly. So you can have a template
that has different background images [inaudible] of a man. We have people using
like the motion trees or spine diagrams. ALISON: Or you can even – you can upload a
photo of your patient and draw right on it. JACK: Yeah I noticed. I am amused. Imagine it is useful for hand therapist, maybe
speech pathologist. ALISON: Oh yeah, and pronation. So if you wanted – if you are doing gait analysis,
you can even take a video of your client and load it in, or drawing like a curvatures
of the spine or imbalances. And you can show progress over time. So my favorite
use of images as actually to do range of motions like shoulder range of motion over
time. Seeing how your clients are like, “I am
not getting better.” And you can actually take
photos of them over time, really easily, and right into the chart and then you can
show them, you can pin it into your chart. It is like super fun. And then you can show them over time their
actual range of motion improving. So
that when they say they feel like they are not getting better, you actually have a
time lapse almost there. JACK: I think one of a few key things for
clinic owners here is that where you might have been using multiple different softwares. We know that people might be using
the Huddle technique app or some of these running gait analysis types of things,
you can do that all into one and incorporate into the treatment notes and in the
chart, right? That is amazing. TREVOR: Another interesting part of JANE’s
chart is we built a template library. It is
just a place for practitioners after they have built the template, they could choose
to share it with the JANE community. So this is now a library of a few thousand
templates. ALISON: It is ridiculous. It is more than that. TREVOR: And over twenty-five different disciplines
of templates. ALISON: And it is just like the generosity
of spirit. So people just build a really great
template. They will share it. They get a little bylines. They can say a little bit about it. And they got their name and their information. And then people just take them in. They start using them in their practice so
they can modify them once you call them in to your own library area. And they are just amazing. Like it is really kind of
beautiful actually. JACK: That is so cool. I think that would really resonate with our
listeners who are very open-minded and abundant in sharing mentality. It is not a closed-door
community but also, I know we spoke off-air about your innovations and what
features you are adding to the app. Sometimes as practice owners, we don’t know
what we don’t know. We [inaudible] things in a certain way probably
based on our experience with some other software. We don’t realise the capability or the functionality
of what JANE can do. So, can you tell us about how you innovate? What idea did you take on and how
you helped clinic owners really maximise the software? ALISON: We are always looking to increase
JANE’s features [inaudible] and ways that are the most helpful to the actual practice. And so we take requests that come
in and then we prioritise them based on what is going to be the most helpful for
them, the largest user group. And that were also looking to expand especially
in insurance filling sort of realm, so that is where we do a lot of work to ensure
that you are not losing claims, that money is not falling through the cracks so
that you know which ones are submitted and which ones are rejected. And you can [inaudible] bill appropriately
to the clients. We also have integrated payment processing
which we are working on building more features around. So you can charge clients and start credit
cards directly in JANE and then charge. So things like if you are doing insurance
filling and you are not sure if you are going to get the full [inaudible], you can store
credit card on file then have them sign a consent in advanced to say, “If anything
that doesn’t go approved by my insurance company, I am just going to put in a credit
card.” And same for AR and no-shows and if you haven’t
[inaudible] the consent to charge the card and you are holding on file – they
are so helpful but the clinic owner might not know how to ask for that because it is
like you said, you don’t always know what you don’t know. So, I think we are always looking to find
features that we think are going to be especially useful for just for
fun and enjoyable to make– I always want people to smile when they use
JANE. This is our goal. I always say if
anyone says, “Ugh, Jane!” like I wanted them to email us or call us because we are
always wanting it to be actually a pleasant experience. JACK: And Trevor, the design element of JANE
is just beautiful from the-. ALISON: Oh flattery. JACK: Now we get all mushy. But for clinic owners, it’s really important,
like you said Ali, to create an amazing experience. Trevor, tell us about what clinics can
customize, what online bookings look like? What is the design feel and the user
experience like? TREVOR: Yeah, especially anything that the
patient is [inaudible] in JANE, so the online booking, or the emails that go out,
one of our goals was we make your practice look really good and professional. So, there is a few little ways that you can
tweak it with colors and uploading logos and all of that. But JANE just makes you
look good and lets you customise all the language that is used throughout all the
patient communication. And the feedback on patients is that they
love it. Like we work in coffee shops
around town here [inaudible] that are in computers. And we have patients coming
up to us and you know like, “Oh, I use that at like four clinics I go to. I love it.” They
are giving us future suggestions. ALISON: Why don’t we do that? We’ve had over a million appointments booked
online last month using JANE around the world. So it is amazing how important that
is. But I always say that also that branding,
that experience that you are giving people and how you are presenting yourself,
I think we did mentioned that it does affect how much you can charge and how professional
you come across as a practice in general. And one of the things that we really love
about JANE was the entry price point being low enough that single practitioners are using
it. So people who before might not
have been able to use a full practice management software just because of the
price point can now start presenting themselves a little bit more professionally. So,
it was nice to kind of help out that market. JACK: And I think this is probably a little
unknown, but your pricing model is actually pretty cool, right? It is for full time practitioners which is
often pretty useful for clinics. Can you explain a little bit about the details
of how clinic owners can get on JANE and what some of those packages look
like? ALISON: The pricing, when we are talking about
it, we haven’t changed our pricing since we started JANE four years ago other
than we actually dropped it because originally our base price is worth two practitioners
and we had a lot of solos signing up because like what you have said, it is
accessible. So we made our base price just
for the one practitioner. But it was sort of the same idea based on
my practice. I have this practitioner, this
acupuncturist. She works one day a week and I really don’t
want to – I wouldn’t want to pay a full license for her and I don’t
want to pay for my admin staff. They are not
making me any money. I mean, they are – I have a whole talk on
the importance of the admin staff and they do make me money. But I mean not like the actual income
generating in the same way. So like it doesn’t seem right that you will
be charging per seat in that way. So we do
lump together part timers to make licenses. And it was just based on what felt fair
and what felt right. And then that way our clinic – your license
count goes up as you become a more successful practice and you
are employing more people. And so
you, and [inaudible] it’s a per use system. JACK: That makes perfect sense. ALISON: Text message reminders are included
in the pricing so there is no credits which is I know that is always a little bit
[inaudible] for you. No extras. TREVOR: No add ons at all. JACK: It is just amazing. And it is obvious that you have got the practice
owner in mind with all the design features, the billing,
functionality, no extra buttons. But on
the same side of that coin, in terms of integration, so you guys do a whole bunch
integrations with Physitrack. ALISON: We don’t charge for them. The Physitrack [inaudible] so fun right now. TREVOR: Physitrack is one of our favorites. They told us were the first practice
management software to integrate wiith their API, and it [inaudible] the last
months. So there is the API that lets us do a whole
lot more than what we have been doing for the last year. The end result is that you can do most of
the functions of Physitrack, which is a prescribed exercise
programs issued in like outcome measures, surveys, and even punched in there
telehealth features. All of that, you can do now right within JANE’s
charts so you don’t have to jump to and fro between two apps or multiple browser
tabs. So it brings a lot of that. And
then when you do assign an exercise in Physitrack, the PDF of that program gets
automatically put into JANE’s chart. So there is a – it’s automatically added
to the patent record. ALISON: Anyway, that is going to be – let
us make him commit to a timeline from here. JACK: Yeah, this episode will be released
later anyway. So there is a whole bunch of
other integrations that we will see– Clinic Apps or HICAPS, and then all the suit of
the Canadian integrations and across the UK because it is such a global platform. I
know we have got listeners from Canada and the UK and Europe. So that is really
helpful. Guys, that has been really insightful. I am sure that will pique the interest of
a bunch of listeners on the types of elements
that we should be looking for in our practice management software and the questions
that we should be asking maybe of our current providers and the other [inaudible]
ALISON: One other else is how do I get my data out if I leave. We import from so
many different softwares, and it is shocking to me, the ones that do not have a way
of getting your chart information out if you are leaving. So I would just say make
sure that you ask about data – we have a data liberation, how you can access your
data if you leave. JACK: Yeah great point. And I know on the topic of data, you guys
are all clued up on GDPR and privacy consent, all that type
of thing. And if people are looking to maybe jump on
board with JANE, you can help with onboarding, importing, that type of thing? ALISON: Yeah, that is all free too. TREVOR: Yeah, we have a couple of staff dedicated
to import in and make that part of the free onboarding process. We also have, for our Australian users, we
have servers in Sydney, so all your data is kept
in your country and makes it much snappier than loading them from across the
water. JACK: And compliant, which is important. ALISON: It is Jack in your country. JACK: I love it. And speaking of Australia, you guys be down
under here in a couple of months is that right? ALISON: Did you know I just read the whole
article of the New Yorker about the Tasmanian Tiger? JACK: Well the mythical Tasmanian tiger. ALISON: Yeah, so I am going to go find one
now. I am going to find one. JACK: Small but just as difficult to wrestle
as a grizzly bear, I believe. ALISON: Oh really, yes. It was a really fascinating article. JACK: It is a fascinating place. ALISON: You have never been to Tasmania? JACK: I haven’t been in Tasmania. We’ll be down there for – so Clinic Mastery
will be down there and as will JANE for the APA next
conference in October 2018 at the time of this recording. So if you are in and around for that conference,
please come and say hi to Trevor and Ali. Otherwise, you can catch them on the socials
and online. If people want to check you out, where should
they head? TREVOR: jane.app
JACK: jane.app, so that is one of those fancy new domains. Please do check them
out. We will make sure there is plenty of links
in the show notes which you can find over at www.clinicmastery.com/podcast. Or on all of our socials as well. We will
make sure it is all linked up. Guys, thank you so much for your time today
on this episode. We really enjoyed
having you. Thanks for bringing your Canadian accent to
our earbuds. And
listeners, we look forward to bringing you another episode really soon. TREVOR: Thanks so much. ALISON: Thank you. This is the Grow My Clinic Podcast by Clinic
Mastery where we help you deliver amazing client experiences to grow your clinic. [OUTRO MUSIC]

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