"Do Simple Better"

by Sally Fansler, PT

In the few short years he has been in our city, Chicago Cubs manager Joe Maddon has become a beloved figure.  His earthy, straightforward slogans, often referred to as “Maddonisms,” delight everyone from the most hardcore sports fans to the most casual observers. “Do simple better” is a particular favorite: in short, making the routine play, staying focused on the basics, and getting the job done. It’s meant to keep the players from overcomplicating their jobs, and Maddon regularly wears a t-shirt that bears this quote. 

We apply this at Lakeshore Physical Therapy by making every interaction with our patients easier and more streamlined. In the complicated flow chart of the healthcare arena, we know how refreshing it is to have an experience that is simple: allowing the patient to talk to a human being whenever possible, smiling throughout the day, and thanking our co-workers. We focus on the fundamentals of solid patient care and goal setting, making each customer service experience stand out.

Joe Maddon expresses succinct words of encouragement and a unique philosophy.  “Do simple better” can be a great lesson for a sports team and all business professionals, inspiring good ol’ fashioned hard work.

The State of Rehab 2018

by Sally Fansler, PT It is hard to believe that I have been in the physical therapy industry for more than three decades. Over the course of my career as a physical therapist, I have seen our profession flourish in many different settings. We are able to fundamentally help patients by learning the science of the human body and connecting our skills to restore dysfunction and freedom of movement. There are few experiences more rewarding than to see the pain disappear and the musculoskeletal system change based on the skills we share with our patients.   One of the best ways to grow as professionals is to learn what obstacles we face: based on a physical therapy industry survey with more than 5000 participants, recent trends revealed several stumbling blocks that have cropped up in the field of P.T. One of these is that the trend toward consolidation of clinics to larger companies continued in 2017, which can impart a financial struggle for the one-on-one care business model to compete in a market that is more and more saturated. The study also revealed that for many clinics, the average daily volume of patients increased with more use of assistants and techs. This obviously translates to less time physical therapists can actually put their hands on each patient. Not surprising with the current health care climate, the study noted an intensifying squeeze in insurance reimbursements. The insurance companies have ever-changing rules and regulations, which puts stress on each clinic and each provider. And lastly, the survey noted that each physical therapist spends 20% more time on documentation over the past 10 years due to compliance demands and insurance requirements.   It is not surprising that these factors could change the overall vibe of an outpatient physical therapy clinic. But this same survey also revealed that the number one reason people pursue a career in the field of physical therapy is to help people. That fact translates into genuinely good people with a solid dedication to patient care in our field. I am confident that no amount of frustration over declining reimbursements, increased regulations, or time-consuming documentation can stifle the passion engrained in physical therapists and the physical therapy profession as a whole. Study cited: "The State of Rehab" WebPT

Good vs. Exceptional

by Sally Fansler, PT

Whether it is their first or their fiftieth time seeking physical therapy, patients want to put their health in the hands of a physical therapist that can help them achieve their goals. A good physical therapist has a solid education of the musculoskeletal system as well as training in biomechanics, neuroscience, physiology and kinesiology. Well-credentialed with a license in the state in which they practice is also a given requirement. But if you are seeking an exceptional physical therapist, there are some additional traits to look for in your provider.

Identifying a specific dysfunction takes natural problem-solving skills, and an exceptional therapist uses keen observations, deductive reasoning, and asking the right questions to get to the root of the issue. Any therapist can give a general exercise program to strengthen an area, but drilling down to the key problem to fix the issue takes a higher amount of skill and tenacity. For example, if a patient attends physical therapy with runner's knee, a program that exercises every muscle around the knee may hit the dysfunction, but it also may not resolve it. Using clear differential diagnosis skills and testing, the exceptional therapist will be able to address the exact cause of the pain, be much more specific, and ultimately much more successful. This allows the runner to return to training more quickly and efficiently.

Having the patience and proficiency to zero in on the source of a patient's pain is just one piece of the puzzle - the therapist has to be able to form a connection with the patient as well. The ability to establish rapport and a strong patient relationship early on is essential for the patient's success. A sense of understanding, empathy and sincerity helps patients feel as though they and their therapist are equal participants in their recovery. With a humble disposition, the exceptional physical therapist puts the concerns of the patient first and honestly wants to make a difference.

At Lakeshore Physical Therapy, our therapists average 12 years of experience (I did my share to elevate that average)! They are naturally gifted, but also take care to cultivate their talents to provide care that goes above and beyond rehabilitation. We realize that decisions about a patient's health should never be just another case or a job and we do our best to convey that every day.

More Than Trivial: Working Memory and Pain Management

by Lauren Sweeney, Office Manager

Knowledge of American history, popular music or sports may not be the first thing someone might be thinking about when they begin physical therapy, but our patients have come to expect that, when they walk through the door, they will be greeted by a Question of the Day. This rotating slate of various trivia and logic puzzles delights and challenges our patients so much that often a patient will end a phone call or email by asking, "What's the question today?"

While it may seem just a simple distraction, engaging the brain in recalling information or cracking a puzzle can serve a more useful purpose: pain management. Working memory, the part of short-term memory that takes on immediate cognitive tasks and processes language, also manages attention, meaning it is to a degree responsible for what we perceive and experience. When that working memory is engaged in a task, then, it can do so to the exclusion of other stimuli, such as pain. In a study conducted at the University Medical Center Hamburg-Eppendorf, participants were given a painful stimulation which was then followed by a cognitive task. The more complex the task, researchers found, the less pain the participants reported. And it wasn't all in their heads - MRI data showed a decreased neuronal response as well, meaning that fewer pain signals were making it to the spinal cord.

All that said, there's no evidence that working memory engagement is helpful in alleviating chronic pain, and it's certainly no substitute for seeing your doctor or setting up an appointment with a physical therapist. It may, however, lower pain just enough to start off a physical therapy session on the right foot. On that note, I'll leave you with my favorite riddle: A man lies dead, surrounded by 53 bicycles. What happened? (Feel free to answer in the comments below!)

Reference:
Sprenger, Christian et al. Current Biology, Volume 22, Issue 11, 1019-1022.

Customer Service - Giving 100% With Every Step

by Joni Modaff, Office Coordinator

In my 5 years of experience working at Lakeshore Physical Therapy as an Office Coordinator, giving my best to customers (or in our case, patients) has always been my top priority. As the first point of contact - whether by phone or in person - my interactions set the tone of the office experience. Because our patients often walk in the door with physical challenges or in pain, I strive to make each visit a welcoming and positive one.

While the term "customer service" means something different to each individual, I have found that these 5 Best Customer Service Tips to help achieve customer satisfaction:

1. Anticipate the Needs of the Customer - put their best interest first
2. Greet with a Smile - a friendly handshake or greeting goes a long way
3. Make Time for the Customer - prioritize their needs
4. Make Customers Feel Comfortable - address by first name and get to know their expectations
5. Be Accountable when Mistakes Occur - rectify situation quickly, professionally and with an apology

In any type of field or career, the above tips will help build a strong relationship with customers that will keep them coming back. I had the opportunity to see how much of a difference strong customer service made from the other side of the desk when my ailing uncle needed to go into a nursing home. We had to a find a place that would be best for all his needs, as well as make sure we felt comfortable with the various staffing personalities. The place we chose made my uncle feel right at home with their warmth and exceptional service. Needless to say, I would recommend the facility.

Referrals are the best compliment an individual or a place of business can receive, and I take pride in creating an environment that makes people comfortable to suggest their friends and family receive care from us. We do our best to incorporate all of these tips at Lakeshore Physical Therapy and continue to make our customer experience one that won't be forgotten!

Reference:
CSM - The Magazine for Customer Service Managers and Professionals by Ian Miller

The Advantage of a Small Physical Therapy Practice

by Sally Fansler, PT

Imagine you're in pain and are looking for relief through physical therapy. You've heard the big names tossed around, but you're concerned: will they give you the attention you need to recover? Will they know who you are each time you walk in the door?

Small physical therapy clinics often have a distinct advantage over their corporate counterparts. While large entities can build brand recognition by consolidating service and decreasing cost, smaller practices aim to set themselves apart with attention to detail, ultimately allowing for more effective care for their patients. 

A smaller private practice boasts an intimate atmosphere that often feels more comfortable and less generic, allowing the patient and the therapist to focus on treatment and goals without unnecessary distractions. As a result, the therapist and the patient are able to form a solid connection that easily translates to enhanced delivery of care. Through one-on-one treatments with ample time, the physical therapist becomes firmly invested in the patient's treatment, tailoring it to his or her needs and adapting as progress is made. 

Without a complex administrative hierarchy, the staff at a small physical therapy clinic is also able to make every patient feel like a priority. The theme song from Cheers, “Where Everybody Know Your Name," comes to mind and is the perfect analogy for a small, comfortable spot for physical therapy treatment. 

With an unyielding commitment to care and a desirable atmosphere, the benefits are clear. A small practice with a warm environment excels in the areas that count.