Heather Broughton

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...

And Why Most Practices Chase the Wrong One Growth feels harder than it should You are seeing patients, investing in marketing, adding team members. The activity is there, and the intention is clear, But the results feel inconsistent. Some months feel strong while others feel flat. And no matter how much effort you put in, growth does not feel stable or predictable. It is easy to assume something is missing. Maybe more leads, better performance, stronger team execution, but most practices are...