FEBRUARY 2024
IMPROVING THE QUALITY OF PEOPLE’S LIVES
I believe the PULSE is an exceptional internal communication tool at PTSMC. The PULSE team along with the many PTSMC staff members who routinely contribute content do an outstanding job of keeping all of us “in the loop” as it relates to our organization’s people, accomplishments, opportunities and challenges. In my opinion, every issue gives us an opportunity to celebrate and learn.
The January 2024 PULSE’s back cover featured “2023 Wrapped” which presented a few “big things” from PTSMC 2023. (I’m told it was inspired by Spotify’s annual end of year campaign.) A collection of clinic updates and anniversaries, OCS successes and DOCS Program Graduates. As well as a round-up of promotions, babies, engagements and weddings! There were also statistics that showed PTSMC’s growth. Particularly a snapshot of PTSMC’s overall performance on three key measurables; the “PULSE” of PTSMC! The year end finalized figures show we provided care for 32,301 New Patients- a growth of 8% from 2022. Those initial evaluations ultimately led to PTSMC staff providing 389,440 clinical visits! This represents a growth of 12% from 2022 visits. The success of a business is often measured in growth, along with revenue and profit. This is also true at PTSMC; however, PTSMC’s growth translates to a more meaningful measure...the number of lives we improve. Think about the impact YOU make on thousands of lives! I found myself feeling proud of our accomplishments and asking what else does this mean? Clearly, our growth suggests we are a healthy and vibrant business. In my mind that translates to our people getting to do what they choose and love to do. I also considered our NPS score. A world class average of 93! To give some global context, this past year a few companies well known for their customer service scored the following: Tesla 97, Warby Parker
80, Starbucks 77, Amazon 73, Southwest Airlines 71, Chick-fil-A 58. These businesses, though much larger than us, have world-wide reputations of delivering on excellence. That leads me to the next question. How do our people, in every job, contribute to the “patient experience at PTSMC” that generates that world class score and underlying loyalty? Was it you who: • Solved a complex insurance problem for a patient? • Made a patient’s visit the best hour of their day? • Prepared an athlete to return to the game they love? • Provided the cleanest and most professional clinic possible? • Strengthened a grandparent enough to pick up their grandchild? • Sent an officer back to the job that protects a community? • Went above and beyond to VIRTUALLY provide seamless check ins? • Educated a patient, a colleague, a new employee? • Smiled each time a patient entered the clinic? • Listened to what brought the patient in and what their goals were? • Demonstrated you cared by asking a patient about their day? • Had an attitude that was contagious and worth catching? I know the answers to those questions are a resounding YES!
IN THIS ISSUE Clinician’s Corner by Lock Street Physical Therapists Gender Affirming Care Congrats to PTSMC Orthopaedic Residency Graduates! Employee Spotlight: Marilex Santiago, DEI Leader Money Beat: Financial Planning Tips for New Parents By Jim Hungerford
DEI: Getting Connected: Exploring Employee Resource and Social Groups By Marilex Santiago LifeBeat: Heart Health Race to the Weekend Wheels 5k is Back for Year Two
As I look ahead to 2024, I am confident that PTSMC will be successful. Our people and the commitment they bring to our mission set us apart. We remain committed to attracting, retaining and growing the best people we can find.
Click here to see the winner of the ERC We will continue to nurture and live a “PT For Life” culture. A culture that Found It Raffle! focuses on improving the quality of people’s lives by providing unmatched experiences, clinical excellence, and lifelong relationships for those we serve and for each other. Thank you, Alan
Danielson Renovations
Danielson recently completed a refresh, including new floors and fresh paint.
Holiday Drives
We exceeded our goal of 3200 and collected 3390 items! These donations across CT included food, clothing, sneakers, toys, money, hygiene products and other needed items.