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 lights on—and your patients won’t have access to quality care without therapists who are engaged in their work. Essentially, you want to maintain an efficient patient flow without overstuffing therapist schedules. It’s a balancing act that transcends outdated productivity metrics—and it’s absolutely crucial to your success. The good news? There are alternative metrics you can track to help you set the right patient load for your therapists; that way, both your patients’ and your providers’ needs are being met. One such metric: Employee Net Promoter ScoreⓇ (eNPSⓇ). What is eNPS, you ask? Keep reading to learn all about it.

The Profitable PT: 5 Simple Strategies for Private Practice Success - Regular BannerThe Profitable PT: 5 Simple Strategies for Private Practice Success - Small Banner

eNPS is a version of NPS.

We’ve talked about NPS before—and that’s because we’re huge proponents of it, both for clinic use with patients and company use with employees. In fact, collecting and acting on the feedback you receive from an internal eNPS process can help you find your practice’s patient-load sweet spot (among other actionable insights). Here’s what you need to know about the process:

eNPS divides respondents into three groups: promoters, passives, and detractors.

If you’re not already familiar with eNPS, here’s the gist: At regular intervals, you’ll send your employees a note asking them, on a scale of 0 to ten, how likely they are to recommend your practice as a place to work (confidentially and anonymously, of course). Then, you’ll leave plenty of room to collect open-ended, detailed feedback about their numbered response. (There are tons of free or low-cost tools you can use to distribute NPS surveys. Here’s one example.) Employees who provide a score of 0 through six are considered detractors and—in addition to being unhappy at work—may be actively looking for another job. Employees who score a seven or eight (a.k.a. passives) may be satisfied with their job, but not particularly loyal to your practice. And employees who score a nine or ten (a.k.a. promoters) are most likely happy with your practice. Given that most of your staff enjoy staying busy—up to a healthy point—and want to serve their patients well, we can assume that promoters aren’t burned out.

The open-ended answer section is key.

Knowing your promoter-passive-detractor distribution is a great place to start in ensuring the majority of your providers are pleased with working at your practice—and are thus most likely satisfied with their current level of responsibility. However, the real juicy information will come from the open-answer feedback. After all, that’s where you’ll learn exactly why your detractors and passives aren’t more pumped to be affiliated with your organization. For example, if you see comments about feeling too much pressure, not being able to provide adequate care to patients, feeling burdened by productivity metrics, not having time to take care of personal needs during the day, or having a jam-packed schedule, you’ll know it’s high-time you pull back on caseloads, bring on a new staff member, or otherwise help your providers out.

Implementing eNPS at regular intervals will help you identify trends.

And, because you’ll be implementing this process at regular intervals, you’ll also be able to track your practice’s progress on the burnout front—and your employees’ response to organizational changes such as new hires, management swaps, and seasonal patient fluctuations. These types of trends can help you better prepare for things coming down the pipeline, either by adding personnel, shifting staff members between different locations, or even just opening up the floor to dialogue immediately following a change announcement. In other words, with this type of data at your fingertips, you’ll be able to get ahead of burnout before it spreads. And it does. After all, if one provider goes down because of burnout, the others must pick up his or her workload, which means it won’t be long before the whole practice falls victim to burnout as well.

The purpose of eNPS is to get a baseline and make improvements.

Remember: The purpose of using eNPS to collect this type of data is to ultimately make improvements to your practice for the benefit of your staff and patients. Thus, it’s imperative that you:

  • Respect the anonymous nature of the process, even if you’re in a small practice or you have a guess as to which employee provided specific feedback (unless, of course, the employee knowingly provides his or her name).
  • Respond to individual feedback as quickly as possible—and use trends to make operational changes to address employee questions and concerns, especially those related to burnout. If you ask someone their opinion, they’re going to expect you to acknowledge it.
  • Develop a system and/or adopt software that enables you to administer, track, and act on eNPS at regular, consistent intervals. That way, you have a baseline, and you can track your progress as you implement strategies for improvement.

There you have it: the surprising metric that will help you set the right patient load is eNPS, and—bonus!—tracking and monitoring eNPS can help you obtain a whole lot of insights into the health of your practice and the happiness of your employees. Have you implemented eNPS yet? If so, tell us your experience with it in the comment section below.

  • Max Your Margin: How to Stay Profitable Amid Falling Reimbursements Image

    articleFeb 13, 2019 | 6 min. read

    Max Your Margin: How to Stay Profitable Amid Falling Reimbursements

    Last year, at WebPT’s fifth annual Ascend business summit for rehab therapists, the WebPT team hosted a focus group to learn more about the needs of private practice PTs, OTs, and SLPs. One of the themes that came up repeatedly during that conversation was the ever-present struggle with decreasing reimbursements, which makes sense considering how challenging it can be to earn enough revenue to provide exceptional care to patients in the current healthcare climate. As more studies—like …

  • Founder Letter: 3 Ways to Become a Better PT, OT, or SLP in 2019 Image

    articleJan 8, 2019 | 11 min. read

    Founder Letter: 3 Ways to Become a Better PT, OT, or SLP in 2019

    It’s official; we’ve closed out 2018 and are stepping into a brand-new year. While I don’t recommend saving up those important intentions and resolutions for the kick-off of a new year, it does represent a potent time to release the things that no longer serve us—and embrace more of what does. In the past, I’ve used this occasion to put out some predictions for the year to come—and I’ve done that again here —but right now, I’d …

  • 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 …

  • Reactivate Now! How to Get Past Patients to Come Back Image

    articleJan 17, 2019 | 7 min. read

    Reactivate Now! How to Get Past Patients to Come Back

    Goodbyes shouldn’t be permanent—especially when it comes to discharging patients. In fact, should those patients ever need to return to therapy, your practice should be the go-to for all their PT needs. That’s why it’s crucial to integrate a patient reactivation plan into your overall healthcare marketing strategy. What is patient reactivation? But, first things first: what do we mean when we talk about patient reactivation—and why is it important? In a nutshell, patient reactivation refers to …

  • 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 …

  • Up and Leave: What to Do When a Therapist Quits Image

    articleJun 26, 2018 | 5 min. read

    Up and Leave: What to Do When a Therapist Quits

    Breakups are never easy. Even if it’s an amicable split, it’s hard not to look back on your time together and wonder what could’ve been. But here’s the good news: if you approach a breakup from a place of maturity and wisdom, you can learn some valuable lessons and apply them to your next relationship. Of course, the relationship I’m referring to in this post is the one between a rehab therapy practice manager and his or …

  • Suppressing Sticker Shock: How to Handle Your Patients’ High-Deductible Health Plans Image

    webinarFeb 23, 2017

    Suppressing Sticker Shock: How to Handle Your Patients’ High-Deductible Health Plans

    Copayments, coinsurances, unresolved balances—oh my! Any one of these can cause headaches for healthcare providers, but as healthcare reform efforts shift more and more financial burden to insurance beneficiaries, today’s practitioners are increasingly facing all three. And these challenges are not only hurting their patient acquisition and retention rates, but also their bottom lines. Tired of spending time verifying benefits only to lose those patients to copay sticker shock? Stuck in a constant cycle of pursuing past-due …

  • The State of Rehab Therapy in 2018 Image

    downloadJun 28, 2018

    The State of Rehab Therapy in 2018

    To say that the healthcare industry is complex would be an understatement. While the advent of technology has made care more precise, efficient, and collaborative than ever before, it has also put greater pressure on providers to deliver high-value care at scale. After all, big data makes it possible to not only develop the most effective, evidence-based best practices for individual diagnoses, but also form evidence-based strategies for managing the health of populations. In the spirit of …

  • 5 Ways Analytics Reporting Will Supercharge Your PT Practice Image

    articleJan 21, 2019 | 6 min. read

    5 Ways Analytics Reporting Will Supercharge Your PT Practice

    It’s the start of a new year, which means now is the perfect time to refresh your practice’s processes—everything from how you track patient outcomes and handle patient feedback to how you measure patient retention and staff productivity. To help you with the latter two, we thought we’d devote an entire blog post to the ways analytics reporting will supercharge your practice—that is, the impact that using analytics will have on all aspects of your business. WIthout …

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