Organization: The Engine of our Practice

by Sally Fansler, PT

As we slowly approach warmer weather in Chicago, many of us are driven toward the traditional "spring cleaning." Here, however, we work to keep things tidy all year round. In my experience, being organized is every bit as important to our employees as being patient, knowledgeable, positive, compassionate, caring and accountable. It is frankly impossible to overstate the value of organization, especially if you are a busy clinician or a physical therapy practice office manager. 

Now, I am a pen-and-paper person at the core so my Office Manager, Lauren, has had to gently nudge me toward the simplicity of digital organization over the years. It has felt like such a success to streamline and digitize many of the day-to-day processes in our physical therapy clinics. Our online patient calendars are synced between both clinics for ease of scheduling and access. Each employee’s schedule is color-coded and clear. Our Google Drive folders are available at a finger’s tap to share research articles, doctor recommendations, or a running program with our patients. And since we already operate within the Google ecosystem, the Google Keep app is the best and appeals to my love of the traditional sticky notes! We create notes and lists, reminders, and check off completed tasks in vivid color. 

As with many medical offices, all physical patient care charts are gone and replaced by electronic medical records, creating efficient, secure, and compliant documentation that is accessible from anywhere. Innovation and technology changes can make anyone apprehensive, especially for those of us who have become accustomed to doing work in a particular way. However, the new technology benefits are making our daily processes smoother and helping maintain our office productivity as well. 

It is always a work in progress, but once you start to build a trusted organizational system that you use regularly, you can turn a hectic day to an efficient and calm one. It feels great to leave the clinic each day with a clean inbox and a clutter-free desk. With solid systems in place, we can relax and focus on what we do best – patient care.

Direct Access for Physical Therapy in Illinois!

by Lauren Sweeney, Office Manager

August 17 was a day like any other in our office: we treated patients, we answered billing questions, we scheduled future appointments for care. But it was unlike any other day in one very important regard: we no longer had to ask patients, “Do you have a prescription from your doctor?”

Up until last month, Illinois state law required patients to have a doctor’s prescription prior to seeking treatment from a licensed physical therapist. On August 16, however, Governor Bruce Rauner signed into law a bill that allows patients in the state of Illinois to have direct access to physical therapy treatment. Patients seeking physical therapy may now simply book an appointment to do so, no differently than they would with their GP or dentist.

This is hardly a revolutionary idea, either. Illinois was one of the last states in the nation to adopt the bill, which is expected to reduce the need for unnecessary X-rays, MRIs, and opioid prescriptions. According to a recent BlueCross BlueShield study, direct access to physical therapy led to a 31% reduction in total health care costs and a 90% reduction in opioid use.

Research also reveals that patients who visited a physical therapist directly for outpatient care had fewer visits, leading to lower overall costs. A study published by the Journal of Orthopedic and Sports Physical Therapy discovered that patients who decide to choose physical therapy as their first treatment option for spine management saved an average of $1543 in their overall care as compared to patients who chose the traditional medical referral route. Both groups showed similar clinical improvement in their symptoms. 

That said, the law does come with stipulations: a physical therapist must refer a patient to a health care professional if the patient does not demonstrate measurable or functional improvement after 10 visits or 15 business days, whichever occurs first. Additionally, this law does not affect Medicare patients, who are still required to have a prescription for physical therapy prior to treatment per federal law. Most patients, however, now have the ability to seek treatment that is safe, effective, non-addictive, and non-invasive for many painful conditions.

Our physical therapy community is confident that with fewer barriers, the patient can choose physical therapy as a first treatment option, leading to a speedy, safe and less expensive recovery.

Resources:

https://www.jospt.org/doi/abs/10.2519/jospt.2018.7423

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.

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.