From Refund Requests to Raving Fans: Managing the Patient Experience with Donis Gil

Ever had a patient ask for a full refund after a rock-solid evaluation? 🤦‍♂️ It happened to me. Even after 20+ years of clinical practice and teaching hundreds of therapists, I realized that "good clinical results" don't always equal a "satisfied patient." In this episode of Untold Physio Stories , I’m joined by my good friend Donis Gil from Professional Seminars. We dive deep into the awkward, frustrating, and eye-opening moments when patient expectations don’t align with our clinical reality. We’re breaking down: The Refund Story: Why a "perfect" lecture can still result in a disgruntled customer. The "Sandwich" Approach: Is starting with a positive always the best way to handle critiques? Love Languages in the Clinic: How the 5 Love Languages (Quality Time, Acts of Service, etc.) apply directly to your patient's recovery journey. The Power of the Pause: How to handle high-conflict patients (like the "Atlas Rotation" lady) without losing your cool. Framing the Win: Why finishing a 60-minute eval in 40 minutes should be a bonus, not a "ripoff." Stop guessing what your patients want and start mastering the Expectation Management game. Check out the links in the show notes to connect with Donis Gil and level up your patient experience! Untold Physio Stories is sponsored by ⁠Comprehend PT⁠ - Leave Comprehend PT running in the background or record audio when you have time. The AI based SOAP note generator does the rest! No need for accuracy or exact wording! It's a game changer and will give you more time with your patients! Use code MMT50 to save 50% off your first month. Free trial available at sign up! ⁠⁠ The Eclectic Approach Network⁠⁠ - Check out Dr. E's all new private, non tracking and ad free network for rehab pros! It's free to join, has chat, feed, and all the features of other social networks without the creeping tracking. Check out ⁠⁠EDGE Mobility System⁠⁠ 's Best Sellers - Something for every PT, OT, DC, MT, ATC or Fitness Minded Individual

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From Refund Requests to Raving Fans: Managing the Patient Experience with Donis Gil is an episode from Untold Physio Stories by Dr. Erson Religioso III, DPT, FAAOMPT.

This episode is 00:31:42 long.

This episode was published on Feb 17, 2026.

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