Heather Broughton

You have seen this before. A new idea gets introduced. The team is aligned, and energy is high. Everyone understands the goal and for the first couple of weeks, it feels different. People are talking about it. Tracking it and trying to execute it the right way. Then slowly, it starts to fade. The conversations become less frequent. The tracking becomes inconsistent. The urgency disappears. By day 30, it is no longer a priority. By day 60, it is gone. And you are left wondering: “Why does this...

How to Operationalize Patient Reviews You know the moment. A patient finishes treatment. They are smiling. They thank your team. It feels like a win, but then nothing happens. No review. No follow-up. No amplification of that experience. Maybe your team remembers to ask sometimes. Maybe you have a sign at the front desk. Maybe it comes up when someone is especially happy, but it is inconsistent. And because it is inconsistent, it is invisible in your growth. You start to wonder: “Should we be...

It feels like a marketing problem You want more new patients, so you invest in digital marketing, explore community outreach, ask for more referrals. You are doing what growth is supposed to look like. But, something still feels off. And even when new patients are coming in, the momentum does not always carry forward. It is easy to assume the issue is volume and more leads will fix it. But, in many practices, the real issue is not how many patients are coming in. It is what happens after they...