Sessions

Happy, Healthy, and Loyal: Improving Revenue and Health Outcomes with Patient Loyalty Tracking

Most providers understand the value of happy, loyal patients—especially given that a patient’s attitude toward, and relationship with, his or her provider can significantly impact that patient’s treatment outcome. But, how do providers know if patients are actually happy and loyal?

To better understand and improve their patients’ experience, a multi-clinic physical therapy practice used net promoter score (NPS) tracking. In just one year, NPS insights drove an increase in the number of visits per new patient and boosted their initial evaluation conversion rate.

Michelle Babcock, a physical therapist and Chief Experience Officer at Spooner Physical Therapy, and Russell Olsen, VP of Innovation and Product Management for WebPT, will describe how they implemented NPS to identify unhappy patients early and work with them directly to improve their experience. NPS also enabled two key goals: keeping patients engaged in their care, and understanding and leveraging the data to improve revenue by generating referrals and promoting additional services.