EverEx Welcomes Jerry Durham as Strategic Advisor

We are excited to announce that Jerry Durham, MPT, has joined our team as a Strategic Advisor. With over 30 years of experience in healthcare, including roles as a physiotherapist, business owner, and consultant, Jerry brings a wealth of knowledge and a patient-centric approach to our organization. ​

Jerry is the founder and CEO of The Client Experience Company, where he focuses on enhancing the entire patient journey to improve patient outcomes and business performance. His philosophy emphasizes that every touchpoint in the patient lifecycle—from marketing to initial engagement to provider interactions and post-care follow-up—is crucial for building trust and achieving patient and business success. 

Jerry's insights and strategies will be instrumental as we continue to prioritize patient-centered care and operational excellence. His addition to our team underscores our commitment to delivering exceptional healthcare experiences.​

Please join us in welcoming Jerry Durham, MPT to our organization.

What inspired you to shift your focus from clinical practice to patient experience strategy?

In the early 2000s, my partner and I made the decision to take our multi-location practice out of network. That shift forced us to look more intentionally at how we connected with potential patients. It quickly became clear that to truly prioritize patient care, we had to engage with people much earlier in their journey—not just when they walked into our clinic.

I took it upon myself to personally handle all new patient calls for an entire year. This isn’t the norm, by any means, but the results were eye-opening. Not only did our patients have a better, more informed experience, but our business metrics also improved significantly. That experience helped me understand the true power of upstream processes and how they shape the overall patient journey.

After exiting that business, I dedicated myself to helping other practices reimagine their patient experience strategy. I’d seen firsthand how patient-centered systems can dramatically improve both care outcomes and business performance.

How has your background as a physical therapist shaped your views on the healthcare experience?

My career as a physical therapist has allowed me to see healthcare from many different angles—acute care, home health, and outpatient settings. I’ve been lucky to have  worked alongside a wide range of healthcare professionals and engaged with patients through nearly every stage of their health journey.

What that’s given me is perspective. Over 30+ years, I’ve come to believe that patient engagement isn’t just a buzzword—it’s the foundation of effective healthcare, no matter where someone is in their journey. It’s not a department or a single touchpoint. It has to be embedded into the culture of care across the entire continuum.

How do you see Remote Therapy Monitoring impacting the physical therapy industry?

I love that the profession is finally getting paid for work we've been doing for years. But let’s be clear—the true value of RTM isn’t just reimbursement. It’s a powerful tool for patient engagement.

Research across healthcare consistently shows that better patient engagement leads to better outcomes. For practices, that means fewer cancellations, less patient drop-off, and improved lifetime value. For patients, it means better results and more consistent care.

As we move away from fee-for-service models, tools like RTM will be essential. They’ll help practices stay connected to current and past patients—ensuring the right person sees the right provider at the right time. That kind of connectivity is going to be non-negotiable in the future of healthcare.
 

If you could fix one thing in healthcare today to improve patient trust, what would it be?

Hands down—better patient engagement, starting far earlier in their journey. That means more thoughtful, empathetic conversations from the very first phone call. It’s about setting expectations, building trust, and helping people understand their next step with clarity.

The good news? This doesn’t require massive changes. With the right systems and training, practices can build simple, repeatable processes that improve communication and patient trust at every stage of care.
 

How do you define a successful patient experience in today’s healthcare environment?

A successful patient experience begins before treatment—it starts with the very first interaction. It’s built on proactive communication, clear expectations, and a seamless journey that aligns what the patient needs with what the provider can deliver.

When engagement is baked into every step—from the first phone call to post-care follow-ups—patients feel seen, heard, and supported. That reduces fear, improves outcomes, and benefits both the individual and the organization. Success is when both the patient and the provider can say: “That was the right process, for the right person, at the right time.”
 

What role does the front desk team play in improving clinical outcomes and reducing burnout?

The front desk is often the most undervalued team in a healthcare practice—and yet, their impact is enormous. They’re the ones setting expectations, building trust, and guiding patients into care plans that make sense for them.

When the front desk is trained and empowered, it leads to fewer cancellations, stronger alignment between patients and providers, and better treatment adherence. It also takes pressure off clinical staff by reducing confusion and friction throughout the process. In short: when the front desk thrives, the entire practice thrives.

How can organizations better align operations with a patient-first mindset?

It starts by integrating patient engagement into every level of operations—from strategy to front-line workflows. That means training all staff on the patient journey, clarifying how each team member contributes to patient success, and ensuring there’s continuity at every touchpoint.

Organizations should also include patient voices in decision-making, adopt performance metrics that reflect the patient experience, and use frameworks like the Quadruple Aim to guide their strategies.

When the patient’s needs drive operations, the results speak for themselves: better outcomes, more engaged staff, and a stronger, more sustainable organization.
 

What drew you to join EverEx as a Strategic Advisor?

Simple, after my first conversation with Alex when I shared my vision of Patient Engagement and how EverEx fit into that vision… we were immediately aligned.  

And he and his team are really good people, so that made the decision far easier!

To learn more about EverEx and Jerry’s strategic influence, visit our website here.