Question of The Month
Answers to June’s Question: What unique KPI do you track and how did you move the needle on it?
“At the end of the day for all of our offices, it is visits. I know some say that evals are tops, but if those evaluations do not convert to visits (a function of both the evaluating therapist and the front desk staff doing the scheduling), all the evals in the world will not help. I want to see at least 75% of our patients being seen three times each week. Three ways to move the needle on this:
Your marketing department drives business in the door via direct contact with referral sources, internal marketing such as sending out thank you notes to docs and patients, or producing content on social media, website, etc.
The evaluating physical therapist has to SELL the service! There is a huge difference between saying “Your evaluation is done. When would you like to come in for your regular visits?” versus “I have completed your evaluation and based on my findings, diagnosis, and recommendations, I want you in here three times each week if you really want this to get better.”
Your front desk scheduler has to be a bulldog: “I am sorry to hear that you are not feeling well and have to cancel today. While I have you on the phone, I will reschedule you for tomorrow at 11 a.m. I know your PT will be very concerned if they don’t see you as recommended.”
John Bradley, PT
Performance Physical Therapy and Fitness
“We track the percentage of DCd patients that gave us a testimonial. We find that this is pretty highly correlated with the connection that this is developed between patients and staff. We move the needle on it by reviewing the number with the Clinic Directors each month and guiding them into better processes for achieving this.”
Matt Slimming, PT, DPT
STAR Physical Therapy
“We measure employee engagement with their environment and those around them. This has nothing to do with whether they are on introvert or extroverted, but rather do they maintain a clean environment, communicate with others, and appear engaged in the work? This seems simple, but by observing this often and addressing daily a leader can remove barriers rapidly that otherwise grow in consequence, or simply make sure the employee knows they are cared about.”
Ted Kepros, PT, MPT
Kepros Physical Therapy and Performance, PC
“We track therapist requests and find that patients are much more likely to complete care when they have a specific therapist they want to see. We move the needle on it by delivering great value to patients then asking them to help us spread the word and showing them specifically how to do it. Really simple, really effective.”
Craig Phifer, PT, MHA
Rehabilitation and Performance Institute, PSC
What personal, professional, or other investment yielded your best return? What would you tell your younger self?