Many small private practices achieve success because of the stellar one-on-one care they provide—and amazing patient experiences they create. After all, what better way to foster patient loyalty and garner word-of-mouth referrals to ultimately boost revenue as well as your reputation? Unfortunately, though, that level of attention can be difficult to maintain as your practice grows—and patients can end up falling through the proverbial cracks as providers’ calendars become increasingly jam-packed. That is, of course, unless you figure out how to scale your patient-focused efforts. With that in mind, here are three ways to preserve the high quality of care—and exceptional patient experience—you provide, even as your practice expands:

Speech-Language Pathologist Salary Guide - Regular BannerSpeech-Language Pathologist Salary Guide - Small Banner

1. Build it into your culture.

You can think of your practice’s culture as the bedrock of your organization; it serves as the foundation for your clinic and influences everything from operational decisions to clinical ones. Thus, if you want to ensure that the patient experience remains a priority, you’d be wise to build that in to your core values—and make sure that everyone on staff (as well every potential new hire) is willing to live by it. That way, no matter how quickly you grow—or what changes take place in your practice—your core values will continue to guide your company toward providing an excellent experience for your patients. And don’t forget to prioritize the employee experience, too. A happy team is going to be much better equipped to give their best to your patients—and your practice—than a burnt-out, overworked, or neglected one.

2. Quantify the patient experience—and act on patient feedback.

You can theorize about how your patients are perceiving their experience until the cows come home, but you can’t possibly know for sure until you ask them—in a way that garners accurate, honest, and actionable responses. Otherwise, you’re simply guessing. Instead, adopt a methodology—we like NPSⓇ tracking—that enables you to:

  • take the pulse of your patients’ experience at regular intervals;
  • respond in real-time to each patient’s specific concerns;
  • identify trends that point to what your patients value; and
  • benchmark your score to measure improvements.

NPS is also neat because it allows you to determine which patients are pleased with their experience—and are thus more likely to refer your services to a friend—and which may already have one foot out the door. That way, you can act accordingly. You certainly wouldn’t want to ask an unhappy patient to provide you with an online review, but you’d definitely want to reach out and discuss how to improve that patient’s experience.

3. Implement technology to help.

There’s simply no way for a growing practice to provide:

  • exceptional clinical care;
  • billing and insurance support;
  • appointment reminders;
  • regular updates about clinic happenings and new offerings;
  • relevant, valuable content specific to each patient’s condition;
  • HEP progress checks between appointments;
  • a secure, open communication channel; and
  • re-engagement emails to get prior patients back in the clinic.

At least, there’s no way to have all of those things in a busy, growing practice without the help of technology. Sure, it might have been doable when each therapist had only a few patients to manage, but it’s not feasible at scale. And patients are coming to expect all of that—regardless of whether your clinic serves 20 people or 2,000.

So, invest in a rehab therapy-specific EMR, HEP program, and patient relationship management (PRM) software that:

  • enables you to effectively connect with your patients,
  • ensures they feel supported inside and outside of the clinic, and
  • leaves you—and your staff—with a little bit of extra time and energy on your hands.

(Bonus points if your PRM software also automates the entire NPS tracking process, including pinging your pleased patients to request reviews.) And begin implementation before you absolutely need it. Remember what I said about burnt-out teams above? Getting to that place is not good for anyone—and it can be hard to recover from.


Gone are the days when patients were willing to be treated like a number; today’s patients want to connect with their providers in a meaningful, personalized way—and that requires providers to prioritize the patient experience, even (maybe especially) during periods of high growth. To see how WebPT’s EMR, HEP program, and PRM software—or any combination of the above—can help your growing clinic provide top-notch services and care to your patients, schedule a complimentary demo today.

  • Ditch the Carrots and Sticks: 4 Ways to Motivate Your Patients Image

    articleMay 25, 2018 | 4 min. read

    Ditch the Carrots and Sticks: 4 Ways to Motivate Your Patients

    For most patients, physical therapy takes a long time—much longer than many other types of care. Improvements happen slowly, and progress isn’t always immediately noticeable. So, how do you keep patients engaged enough to continue working hard—inside and outside of the clinic—when they start to question the effectiveness of your treatment? Well, you ditch the carrots and sticks in favor of motivation techniques that really work. Here are four strategies you can implement today to better motivate …

  • Sticking Point: 4 Tips for Getting Patients to Do Their HEPs Image

    articleMar 9, 2018 | 5 min. read

    Sticking Point: 4 Tips for Getting Patients to Do Their HEPs

    We all know the benefits of a physical therapy home exercise program—and that home exercise compliance can make a huge difference in a patient’s ability to achieve his or her functional goals and remain engaged in a plan of care. But, getting patients (especially those who don’t regularly prioritize physical fitness) to adhere to their prescribed home exercises can be a challenge for even the most motivated physical therapists. After all, you’re essentially trying to convince someone …

  • Common Questions from Our Stalled Patient Progress Webinar Image

    articleFeb 7, 2018 | 9 min. read

    Common Questions from Our Stalled Patient Progress Webinar

    Earlier this week, Dr. Heidi Jannenga, PT, DPT, ATC/L, the president and co-founder of WebPT, teamed up with Charlotte Bohnett, WebPT’s director of demand generation, to host a webinar on common barriers to patient progress —and strategies for overcoming them. During the question-and-answer portion of the presentation, we received quite a few audience questions on the nuances of fostering patient engagement and moving patients toward their therapy goals as efficiently as possible. We’ve compiled the most frequently …

  • Common Questions from Our 2018 State of Rehab Therapy Webinar Image

    articleJul 13, 2018 | 21 min. read

    Common Questions from Our 2018 State of Rehab Therapy Webinar

    Earlier this year, we surveyed nearly 7,000 PT, OT, and SLP professionals on the current state of the rehab therapy industry, asking questions on everything from salary and student loan debt to payer mix and patient dropout. We then compiled their responses into our comprehensive State of Rehab Therapy in 2018 report and hosted webinar during which Dr. Heidi Jannenga, PT, DPT, ATC/L, president and co-founder of WebPT, and Nancy Ham, WebPT CEO, offered their take on …

  • Common Questions from our Cloudy with a Chance of Reform Webinar Image

    articleFeb 13, 2017 | 13 min. read

    Common Questions from our Cloudy with a Chance of Reform Webinar

    In our first webinar of 2017 , WebPT’s co-founder and president, Heidi Jannenga, teamed up with CEO Nancy Ham to discuss the current and future healthcare trends that will impact PTs, OTs, and SLPs. (Missed it? No worries; you can view the complete recording here .) As always, we received quite a few questions during the presentation—way more than we could address live. So, we’ve put them all here, in one handy Q&A doc. Scroll through and …

  • 7 Tips for Dealing with Difficult Patients Image

    articleFeb 13, 2018 | 7 min. read

    7 Tips for Dealing with Difficult Patients

    Everyone has an off day every now and again, but some patients seem almost impossible to please—or to motivate. And unhappy, unmotivated patients aren’t going to get the most out of therapy—or do your practice any favors in the word-of-mouth referral department . So, what’s a conscientious provider to do? Of course, you want your patients to be engaged in their care —and thus, more willing to cooperate. But, that’s not always the easiest feat to accomplish. …

  • Knock Out Patient Dropout: 8 Ways to Increase Retention and Revenue Image

    webinarFeb 12, 2018

    Knock Out Patient Dropout: 8 Ways to Increase Retention and Revenue

    In one corner, we have a highly skilled rehab therapy provider known for delivering amazing clinical outcomes through noninvasive, movement-based treatment. And in the other corner, we have a discouraged, disengaged patient whose quality of life has taken a major hit due to musculoskeletal pain and dysfunction. [video://fast.wistia.net/embed/iframe/d11isduky2]   If you’re a rehab therapy provider, you’ve probably seen this battle play out more times than you can count—and we’re betting that more often than not, your therapy …

  • The Surprising Metric That Will Help You Set the Right Patient Load Image

    articleFeb 4, 2019 | 5 min. read

    The Surprising Metric That Will Help You Set the Right Patient Load

    Burnout impacts professionals in all industries, but it’s becoming particularly rampant in health care, with providers and administrators constantly struggling to juggle insurance and documentation requirements with business operations and patient needs. As a team lead, manager, or clinic owner, you undoubtedly want to protect your staff from burnout—while also optimizing their performance to maximize revenue . After all, your therapists won’t have a practice to work in if you don’t earn enough money to keep the …

  • 5 Ways to Coach Your Patients to Achieve their Therapy Goals Image

    articleJan 15, 2019 | 7 min. read

    5 Ways to Coach Your Patients to Achieve their Therapy Goals

    As a healthcare provider, you surely want your patients to succeed. But, there’s only so much you can do before it really is up to the patient to show up, follow through, and commit to the lifestyle changes necessary between sessions to reach his or her goals. That said, there are ways to maximize your efforts—to provide your patients with a solid foundation from which to soar. With that in mind, here are five strategies for motivating …

Achieve greatness in practice with the ultimate EMR for PTs, OTs, and SLPs.