November 2018 PULSE

Page 1

NOVEMBER 2018

- COMING UP THIS MONTH -

Monday, November 5th from 6:30 - 7:30 pm Mike Antunes at Russell Library presenting “Overuse Injuries & Concussion Research” Thursday, November 8th at 10:00 am Tom Kassan at Elmood Community Center presenting “Oh My Aching Joints”

WORLD CLASS

While there were very few negative reviews, themes did emerge from the passives and detractors.

An exercise in understanding our patients and how we can grow.

A few comments included, “I didn’t get my home exercises” or “no one explained my injury.” This reminded me of the unique position we’re in to share our knowledge about the musculoskelI recently read a blog post about “negative physical therapy reviews” in etal system that most of our patients and even their physicians do not have. Most of our patients leave their first visit feeling which the author had studied hundreds of online reviews looking for patterns that could be used to better understand how patient feedback confident in their diagnosis and plan for rehabilitation, and they’ve expressed as much in many positive reviews, yet every can be used to provide better care. patient is different. Taking the time to explain to each and every PTSMC has been using the Net Promoter Score (NPS) for several years, patient their diagnosis and plan in a way they can understand and we have had thousands of responses. As a quick review, the NPS is a makes our patients comfortable and confident; creating PT for customer satisfaction score based on patients answering one question: Life relationships. “How likely is it that you would recommend PTSMC Avon to a friend or “More time my clinician.” Overall, the vast majority of our reviews colleague?” show that we spend a lot of time with our clients; that’s why our The scale is from 0 – 10. Customers who select a 9 or 10 are considered score is at 90%! Our focus on one-on-one care is one that we all do well – it’s built right into the ethos of our organization—yet “promoters” – people who are extremely positive about their PTSMC experience and are willing to tell others! A rating of 7 or 8 falls into the it’s a helpful prompt that just one extra touch point or bit of communication can make a big difference in a patient’s “passive” category, representing those who didn’t have a great experience. experience or a terrible one. Last, we have the “detractors.” These individuals score between 0-6 and were clearly not happy with their Lastly, there was a minority of vocalized frustration in “not experience. getting better.” What may feel like progress to us may still feel frustrating to a patient who is working hard and expecting fast In the first three quarters of 2018, PTSMC netted a “world-class” NPS results. Not every patient will have the same journey or outcome, score of 90% based off 4,333 responses. For those of you who are and by working with our patients and encouraging them every wondering how great that score really is, consider this: the online time they visit us, we will help them to feel proud of the progress entertainment company with the highest score was Netflix… with a score of 50%! We should be proud that we are delivering on our mission they’re making. and that the vast majority of our customers are saying great things This exercise in finding value from the few detractor scores and about us. negative feedback is a great reminder that there is so much to be learned from every interaction and experience we have. While The comments section allows for individuals to express, in greater detail, why they chose a particular score. The amount of positive praise our positives far outweigh the negatives, there is always an opportunity to strive to be better each day. we’ve received is exceptional, and reading the comments affirms our commitment to those we serve. As awesome as it felt to read these A patient who is listened to, cared about, treated in a positive reviews, it wasn’t the reason I went looking. environment and respected will recommend us to family and Inspired by the blog post I read, I wanted to review the comments from friends. the “detractors” and “passives.” It’s important to keep in mind that Thank you for being World Class. someone willing to voice specific concerns or recommendations feels strongly enough to take the additional time to explain their score, and so we should take the time to read and think about what they’ve said. Alan It can only help us to grow as an organization.

Was Casino Night a WINNER?

91.66% 100%

94.44%

We hope you enjoyed Casino Night! According to the survey, of attendees said the theme was “Excellent” or “Very Good” of respondents liked the invitations and e-mail reminders of attendees would like to do another casino night While most attendees enjoyed the Hartford Yard Goats venue, about half of respondents said they disliked Hartford as a location, citing its inconvenience for shoreline clinics. For those who disliked the location, popular suggestions were in the Middletown or New Haven areas. One even suggested rotating regions where events are hosted. Some of the suggestions for future adult-only events included a dance party, a bowling night, trivia, and a brewery party.

Thanksgiving Day, Thursday, November 22nd Orange at Orange Rotary Turkey Trot at 8:00 am Southbury at Southbury Turkey Trot at 8:30 am Branford at Branford Rotary & YMCA Thanksgiving 5k at 9:00 am

10th Annual Holiday Food Drive November 12th - December 14th

Support your local communities by bringing in non-perishable food items and encouraging patients to do the same!

StriveHub Fab 5 “Kevin and his staff do an amazing job with my kids. My daughters are athletic kids and have various injuries that Kevin has done an incredible job helping them heal. I tell everyone I know about him.” - Plainville ”Everyone is very pleasant and friendly. Drew always answers questions and checks on progress and comfort. Clean, never in a hurry, comfortable atmosphere.” - Southbury “The staff was very helpful, and they were all nice to me. It’s a great environment in there. Everyone is trying to help the patients and have a little fun too.” - Groton “The physical therapy team was excellent at returning my life back to me after my injury. Thank you to your dedicated staff!” - Westbrook “Therapists are extremely knowledgeable and very friendly. They listen to you and are helpful in every way.” - Wallingford


Turn static files into dynamic content formats.

Create a flipbook
Issuu converts static files into: digital portfolios, online yearbooks, online catalogs, digital photo albums and more. Sign up and create your flipbook.