If you run an outpatient rehabilitation practice, facility, or department, chances are good that you’ve been looking for ways to help boost your organization’s revenue—especially given the fact that third-party reimbursement rates have been steadily declining (or at least remaining stagnant) for a while now. While you could certainly try to renegotiate your contracts—or haggle for more approved visits per patient—these strategies may require more effort than they’re worth. Instead, there are patient-focused strategies you can employ to simultaneously improve your reputation and generate more revenue. Here are four:

Billing - Regular BannerBilling - Small Banner

1. Monitor the patient experience.

As healthcare reform efforts continue to demand improved patient experiences, it’s becoming absolutely imperative that healthcare facilities in all disciplines make this a top priority. This is especially true for physical therapists who see patients for several sessions over weeks, months, or years. After all, you don’t get paid unless your patients return—and patients are unlikely to return if their experience is subpar.

The Right Tool

But, you can’t improve what you don’t measure. And in my experience, traditional satisfaction surveys don’t hold water; they’re simply not sensitive enough to provide you with actionable data. Plus, the facilities that are successful in this new era of health care go beyond merely satisfying their patients; they exceed their patients’ expectations, thereby fostering patient loyalty. And the best way to measure their success on that front is by using Net Promoter Score® (NPS®) tracking, which involves asking just one simple question at consistent intervals throughout a patient’s course of care: “On a scale of 0 to 10, how likely are you to refer a friend, family member, or colleague to our practice?” Add on a text box that allows your patients to provide additional feedback, and you’ll have a gold mine of accurate, valuable, and actionable data about the patient experience.

2. Empower your patients to be brand evangelists.

Once you’ve implemented NPS, you’ll know which patients are happy with—and loyal to—your organization. Then, you can empower them to be brand evangelists. In other words, you can give your already-pleased patients the tools they need to help you optimize your digital presence and reach even more patients, thus growing your revenue stream. And in most cases, all you have to do is ask. After all, those patients have already indicated their interest in sharing the benefits of your services with their network, so the next step is simply to ask if they’d be willing to provide an online review or testimonial about their experience. Then, make it easy for them to do so. Otherwise, as WebPT’s Courtney Lefferts explains in this post, even your happiest patients may not go out of their way to leave you a review: “To get good feedback—the kind you want prospective patients to see—start by getting ahead of your happy patients and giving them a way to leave on-the-spot reviews or testimonials,” she said.

The Right Tool

You could always hand a patient an iPad to complete a review while he or she is in the clinic. But to make things even easier, consider adopting patient relationship management (PRM) software that will not only help you manage the NPS tracking process, but also automatically send loyal patients an email requesting they provide an online review—along with an easy-to-access link to do so. That way, they can write you a glowing review from the comfort of their living room.

3. Take action to minimize patient dropout.

In addition to helping you identify the patients who are already loyal to your practice—and are thus more likely to sing your praises as well as complete their entire courses of care—NPS tracking will help you identify patients who aren’t pleased with your services, and thus are more likely to drop out of care early. According to research we performed at Strive Labs, only 30% of patients who receive outpatient physical therapy services attend all the visits their insurance company authorizes, which means 70% of patients are bailing on therapy early. That’s bad for not only business—think about how much revenue is being left on the table—but also patient outcomes, because there’s a good chance that most of those patients didn’t reach their goals within their first few sessions.

The Right Tool

With consistent NPS tracking, though, you’ll be able to identify those unhappy patients early—and immediately address their concerns in order to keep them engaged with their care and ensure they complete all the visits necessary to reach their full functional potential. Just be sure that you implement a process for regularly reviewing patient feedback, sharing it with the appropriate staff members, and acting on it to make meaningful improvements to your clinic operations.

4. Provide valuable content to re-engage patients who may be in need of your services in the future.

Revenue-boosting patient engagement strategies can come into play between sessions—by providing patients access to an interactive digital home exercise program that keeps them on track—as well as post discharge. After all, there’s a solid chance your patients may require the skills of an excellent therapist again. To stay connected to your patients—and thus top of mind—during interim periods, send valuable content that relates to their diagnoses and interests as well as news updates about your clinic and additional services that may be of benefit. Just make sure you have a current email on file—and written permission to send educational content and marketing materials.

The Right Tool

While small clinics may be able to manage this type of communication strategy manually, larger clinics—and those in periods of rapid growth—may benefit from relying on PRM software to automate the process. That way, you can be sure every patient receives valuable content on a regular schedule. And speaking of value-adds, it’s also a great idea to keep the channels of communication open between patient sessions, so patients always know how to get in touch with questions and concerns. Just be sure that communication channel isn’t your personal email or cell number.

Looking for the very best PRM software that will help you easily implement these patient-focused revenue strategies—including automating the NPS process and automatically emailing loyal patients to request reviews? Schedule a complimentary demo of WebPT Reach. With WebPT Reach, clinics have been able to decrease early patient dropout by up to 20% and increase patient referrals by more than 5%, all while reducing work for clinical and administrative staff.

  • Common Questions from Our Physical Therapy Patient Retention Webinar Image

    articleMar 28, 2018 | 12 min. read

    Common Questions from Our Physical Therapy Patient Retention Webinar

    Strive Labs co-founders Ryan Klepps and Scott Hebert recently joined WebPT president Heidi Jannenga for an insightful webinar about improving patient retention and reducing early patient drop-out. We know this is a super-relevant topic, especially because the cost of diminishing patient visits represents a $6 billion problem that not many people in the industry are talking about—at least not yet. As a result, we received a slew of great questions that we couldn’t get to live on …

  • Common Questions from our Art of Discovering and Selling Value Webinar Image

    articleMay 16, 2018 | 12 min. read

    Common Questions from our Art of Discovering and Selling Value Webinar

    Earlier this week, WebPT President Heidi Jannenga, PT, DPT, ATC/L, and guest host Tannus Quatre, PT, MBA, hosted a webinar designed to help physical therapists learn the art of discovering—and selling—their value. While PTs have historically shied away from sales, in today’s evolving healthcare ecosystem, it’s absolutely imperative that all providers—and especially specialists such as rehab therapists—excel at positioning the benefits of their services in such a way that resonates with patients, payers, and referral sources. At …

  • 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 …

  • 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 …

  • Untapped Potential: The Art of Discovering and Selling Your PT Value Image

    webinarApr 3, 2018

    Untapped Potential: The Art of Discovering and Selling Your PT Value

    As the old saying goes, “In the absence of value, price is always an issue.” In other words, people aren’t going to pay for something they don’t consider valuable—whether that’s a car, a software, a new haircut, a piece of art, or even a healthcare service. Unfortunately, healthcare providers in general—and physical therapists in particular—tend to overlook the value issue, instead focusing solely on the price problem. What they may not realize, though, is that price and …

  • Founder Letter: The $6 Billion Problem Nobody in PT is Talking About Image

    articleMar 6, 2018 | 7 min. read

    Founder Letter: The $6 Billion Problem Nobody in PT is Talking About

    If you’re in the physical therapy business, I don’t have to tell you that profit margins are slim. As a former clinic director, I know how tight PT practice budgets are. In fact, that’s what led me to create WebPT in the first place: I was spending way too much money on documentation and dictation, and I desperately needed a way to trim that expense. At that time, though, electronic documentation was a fairly novel concept in …

  • NPS® in Health Care: Leveraging Loyal Patients to Drive New Business and Improve Revenue Image

    articleApr 6, 2018 | 8 min. read

    NPS® in Health Care: Leveraging Loyal Patients to Drive New Business and Improve Revenue

    Most rehab therapy business owners, executives, and administrators understand the value of happy, loyal patients—especially given that a patient’s attitude toward, and relationship with, his or her provider can majorly impact the outcome of that patient’s treatment. But, did you know that you can use Net Promoter Score® (NPS®) tracking to systematically identify your already-pleased patients and leverage them to drive new business and improve your revenue? This powerful metric can also help you learn about, prioritize, …

  • 4 Things We Must Do to Save PT From Certain Death (as Told at the 2019 Graham Sessions) Image

    articleMar 11, 2019 | 23 min. read

    4 Things We Must Do to Save PT From Certain Death (as Told at the 2019 Graham Sessions)

    In one of the last talks at the 2019 Graham Sessions, a young physical therapist boldly stated that in focusing solely on survival, we are actually killing the PT profession. We are clinging to a reactive—rather than proactive—mode of operation, and in doing so, we are surrendering the millions of patients we could be helping to other, less-skilled professionals. And that means we are failing them. In essence, we are standing idle, content with the status quo …

  • Why I Paid $75 Per PT Visit for Two Months Image

    articleAug 24, 2018 | 9 min. read

    Why I Paid $75 Per PT Visit for Two Months

    When I woke up after a night of boot-scootin’ my way down Lower Broadway—Nashville’s famous honky-tonk alley—my head wasn’t the only thing that hurt. In fact, the moment I stepped out of bed, I knew I was in serious trouble, even if I wasn’t quite ready to admit it to myself. Part of me was in denial that I could actually injure myself from swinging through one too many do-si-dos. But, the shooting pain I felt on …

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