Systems for Success

Improving customer service in your practice: Three main areas of focus.

By Doug Schumann, MA, PMP, SSBB*

You say you want to provide exceptional customer service, but do you know what that takes? You must be willing to take an unflinching and objective look at the way you are providing service to your customers currently, and make it a priority to improve your performance going forward. In a recent Bain & Company survey, most folks reported they are providing better service than they actually are. In fact, when they surveyed 362 firms, 80 percent of the companies believed they were delivering a “superior experience.” Of those companies, only 8 percent of their customers agreed that they were delivering that same “superior experience.”1 This is a significant disconnect!

Stepping Back to Lead

Time to step back from patient care and step up to practice management.

By Chris Wilson, PT, DPT

Most of us became physical therapists to help people and to change lives. We are “doers”, so we chose to “do” physical therapy; however, our vision for how we would change lives can vary vastly. For some, the vision was to open one’s own practice from the beginning. For others, the vision grew while observing areas of practice on which they could improve. The challenge rests with how we define “doing” and staying true to our “why”—changing lives, not our “how”–being a clinician. The challenge is stepping back to lead.

Together We Are Stronger

How physical therapy in Canada parallels the opportunities and threats experienced by therapists and clinic owners in the United States.

By Darryl Yardley, PT

Canada comprises one of the world’s largest landmasses while having one of its smallest population densities. As a result, Canadians and their health care providers must find creative and innovative solutions to complex health problems across a broad set of contexts. For almost 100 years, physical therapists have been an integral part of the Canadian health care system as expert guides in the promotion, restoration, and rehabilitation of physical function and mobility. Many professionals, experts, and futurists agree that the changing world is driven largely by a growing and diversifying population with shifting demands, and an explosion of new technologies. As physical therapists, we need to take a long hard look in the mirror and ask ourselves how we are going to continue to fit within the health care environment of tomorrow. Physical therapy in Canada parallels the opportunities and threats experienced by therapists and clinic owners in the United States. Three common traits can describe the current state of the nation north of the border.

The “Four C’s” of Growth

Building blocks for business success.

By Heidi Jannenga, PT, DPT, cofounder and president of WebPT*

*The author has a vested interest in the subject.

Ten years ago, if you had told me I would be the cofounder of a rapid-growth technology company, I probably would have laughed—and then gotten back to evaluating my patients. I was a physical therapist, after all, and I definitely did not have my sights set on becoming a tech executive. But here I am, coming up on my company’s 10-year anniversary. In the decade since our launch, the electronic medical record (EMR) platform that my cofounder and I originally built specifically for my clinic has become the industry-leading software solution in the rehab therapy market, achieving 30 percent market share1 (and growing to a team of more than 300).

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