A Simple 3-Step Method to Improve Engagement in Any Interaction
There is no point in attending a meeting that has no purpose or clear agenda. It is almost always a complete waste of everyone’s time.
Using the right framework is important and a great help in setting expectations that you want to come out of your patient consultations, team meetings, or interactions with stakeholders and referral partners.
The key to more effective interactions lies in structure. Introducing the PPP Framework: Purpose – Process – Payoff
This simple yet powerful method ensures that every conversation has clarity, direction, and a clear outcome. It removes uncertainty, improves engagement, and helps you guide patients, team members, and referral partners toward the right decisions.
PURPOSE – Why This Interaction Is Going To Be Important
Every great conversation starts with intention. Before you begin a consultation, meeting, or discussion, define why it’s happening.
What is it that you want to accomplish from your meeting? Why are you doing this? Defining your purpose is critical and the key to planning the process is ensuring that there is a payoff – your end goal. Clearly define your purpose and your end goal and then you can move to the process.
When the purpose is clear, you set the foundation for a focused and productive interaction.
PROCESS – Here’s What To Expect
Once the purpose is established, outline the steps you’ll take to achieve it. This eliminates uncertainty and makes people feel at ease.
What’s the plan and how will you do it? What steps will you take to achieve what you want for both yourself and your client?
When people know the process, they feel in control and are more likely to stay engaged.
PAYOFF – Here’s How You’ll Benefit
The final step is making the payoff clear. What do you expect to get out of this? There has to be a payoff for your client or patient. What will they get out of this meeting by following the process? Will a patient feel better? Will a team member be more confident that he is doing a good job? Will a referral partner keep sending patients to you?
By clearly defining the payoff, you make it easier for people to commit to the next step.
Studies repeatedly show that patient engagement is essential to improve their treatment plan outcomes, and using the PPP Framework helps you to provide certainty and clarity about what the patient should expect, why they should follow your plan, and how to get the best outcomes.
The framework is also an effective tool to assist healthcare practitioners in other practice situations:
- 1-1 communication with team members
- relationship development with referrers and other key stakeholders
- recommending healthcare products and additional services
The following worksheet has been designed as an accompaniment to the specific PPP video examples below.
Using The PPP Framework In A Patient Consultation
Imagine you’re seeing a new patient who presents with heel pain. You can structure the consultation using Purpose, Process, and Payoff to create clarity and certainty for them.
- Purpose: “The goal of today’s consult is to understand what’s causing your heel pain and map out a treatment plan to relieve it.”
- Process: “We’ll start by discussing your symptoms, followed by a physical examination where we assess muscle strength and movement patterns. Then, we’ll analyze your gait using video and pressure-mapping technology. Based on these results, we’ll provide a clear diagnosis and next steps.”
- Payoff: “By the end of today’s session, you’ll have a structured plan to get rid of your heel pain, so you can return to doing the things you love. How does that sound?”
This gives the patient certainty (they’re in the right place with the right professional) and clarity (they understand what’s happening next).
Using The PPP Framework In Team Meetings & One-on-One Check-ins
The PPP Framework is also great for team meetings and one-on-one performance check-ins.
- Purpose: “We’re introducing monthly one-on-one check-ins to discuss what’s going well, what challenges you’re facing, and how we can support your growth.”
- Process: “Each meeting will take 40 minutes. You’ll complete a short pre-meeting form so we can focus on key areas. We’ll review your progress, discuss any challenges, and work on a plan to help you improve.”
- Payoff: “This ensures you’re getting the right support, clear feedback, and opportunities for growth within the team. How does that sound?”
This approach makes team members feel heard and valued while setting clear expectations about the meeting’s structure.
Using The PPP Framework In Referrer Relationships
Referrers, just like patients, need certainty and clarity. When reaching out to potential referral partners, you can use PPP to guide the conversation.
- Purpose: “Dr. John, I’d love to arrange a quick meeting to strengthen our working relationship and ensure we’re providing the best care for your patients.”
- Process: “The meeting will take about 20–30 minutes. I’d like to learn more about the types of patients you prefer treating, any gaps in care that we might help with, and how we can improve communication between our teams.”
- Payoff: “By the end of the meeting, you’ll have full confidence that your patients are receiving high-quality care, clear updates, and being sent back to you at the right time. How does that sound?”
This ensures referrers feel informed, valued, and confident in the referral process – leading to stronger relationships and more referrals.
Using The PPP Framework In Explaining Products or Treatment Plans
When recommending treatment options or healthcare products, the PPP Framework helps patients understand why the recommendation matters, what’s involved, and how it benefits them.
- Purpose: “We’re prescribing this foot cream to improve the health of your skin and reduce the risk of cracking.”
- Process: “This cream is water-based, which allows it to absorb deeply instead of sitting on the surface. You’ll only need a small amount the size of a 10-cent coin for each application.”
- Payoff: “Because it absorbs quickly, it won’t feel greasy, and you’ll start seeing softer, healthier skin within a few weeks. How does that sound?”
This increases patient compliance because they understand why the product is needed, how to use it, and what results they can expect.
Using the PPP Framework In Your Healthcare Practice
By integrating Purpose, Process, and Payoff into every interaction, you’ll:
- Improve patient engagement – Patients feel more confident in their treatment plan and are more likely to follow through.
- Enhance team communication – Staff know exactly what to expect in meetings, making them more productive.
- Strengthen referral relationships – Referrers trust you more, leading to increased patient referrals.
- Increase treatment plan adherence – Patients clearly understand why a treatment is needed and how it benefits them.
This simple but highly effective framework removes uncertainty, improves clarity, and makes every interaction more purposeful and productive.
Next time you step into a patient consult, team meeting, or referral conversation, take a moment to set the Purpose, Process, and Payoff. You’ll notice the difference in engagement, clarity, and outcomes – helping your practice grow while delivering the best possible care.
