PT Clinic Management: 5 patient experience best practices

Make sure you’re providing the patient care your clients deserve with the right tools by your side.

For physical therapy clinics and wellness organizations alike, patient satisfaction remains a critical source of competitive advantage. And in the age of social distancing and Covid-19, the patient experience is now more important than ever.

What is patient experience?

The patient experience encompasses a range of interactions and emotions that patients have with their health care systems and wellness organizations. From the clinicians and staff to health plans and resources, patient experience can depend on a whole host of factors.

Patient experience can dictate your ability to attract and retain patients at your physical therapy clinic. When patients form positive relationships and trust with your services and staff, they become more engaged in their plan of care and develop loyalty to your organization.

This drives word-of-mouth marketing and referrals for your PT clinic, creating customers that are loyal advocates of your brand. More importantly, however, as patient experience is positive, patient engagement increases, driving better results for your patients and their wellness journeys.

And with the recent changes society’s undergone to accommodate Covid-19, PT clinics and the wellness industry, in general, took a hit.

Covid-19 changed how businesses and people operate for good

The widespread economic fallout of the pandemic left no country untouched. Small business owners around the US and the world must now navigate through the uncertainty of Covid-19’s impact on commerce and society.

According to a survey from McKinsey, 81% of respondents in healthcare systems and services are considering or implementing changes in the use of technology and systems, and 76% are re-evaluating the core processes and how the company is run.

But even across industries, this change has upheld.

97% of corporate decision-makers believe that the pandemic has spurred digital transformation, and 79% expect increased investment in this. As society adopted a “new normal” and shifted into quarantines and isolations, we also found even more dependency on the invisible architectures supporting us.

For healthcare and wellness practices, this is no different. Finding ways to adapt and provide an empowering patient experience is critical to business success in our uncertain world.

It’s important to improve the patient experience amidst Covid-19

Across industries, delivering a positive experience for your customers and patrons is critical to a successful business.

The patient experience is critical to physical therapy clinics and practices because you’re strengthening and cultivating patients for life who are also the lifeblood of your referral engine. When you make patients happy, you’re adding momentum to your marketing flywheel — a concept created by Hubspot — that focuses on engaging and delighting your customers to the point of organic business continuity.

From higher ROI and improved margins to improving the population’s health and wellbeing, patient experience is important for you and the people you serve.

5 best practices to deliver a positive patient experience:

1.  Communicate the changes you’ve made to keep patients safe

With everything that’s happened in 2020, we don’t always remember or retain everything we’ve seen. Communicating with your physical therapy clients about the changes you’ve made to protect them is an important foundation for building back relationships and strengthening existing ones with your patients.

Whether you’re using newsletters, patient portal messaging, website pages, or posters around your clinic, outline and emphasize the steps you’re taking for their safety. Cleaning tables between sessions, using hand sanitizer and face masks/shields are all important to include when sharing your safety standards.

2.  Go touchless and virtual (when you can)

With the technology and solutions for physical therapy management and clinics, you can make almost any physical therapy process or paperwork digital.

From paperless forms that your patients can fill out from their own phones to touchless payment and billing systems, there’s very little need for physical contact aside from prescribed manual therapy treatment .

Redirecting resources toward a business strategy that allows you to go digital (whenever possible) can help you optimize every point on your patient journey, from intake to payment.

3.  Be easily accessible for your patients

Your patients expect online scheduling, messaging, and other physical therapy resources when they’re paying for your services. It’s important to be accessible and available to your clients when they need assistance, and you don’t have to be watching 24/7.

With practice management solutions and cloud-based solutions, you can virtualize nearly any service to your patients in real-time. Implementing a telehealth solution, if relevant for your business, can deliver significant ROI and improve your bottom line.

Patient services are also important for this. From double-checking their appointment history or updating paperwork, your patients should be able to access information about your relationship. There are HIPAA-compliant solutions to facilitate and provide these needs for your patients, from industry-wide to physical-therapy specific.

Physical therapy practices that provide online services like patient portals, payment, and paperwork have a leg up against other PT clinics, purely for accessibility and user experience. Make sure your physical therapy patients are satisfied with your level of service and feel confident in the professional nature of your business.

4.  Make the most out of your in-person time

When you are in-person, make sure you’re optimizing the time spent. Being in contact with others during a pandemic can be nervewracking for many, so it’s important to put them at ease.  Physical therapy sessions typically last 30-60 minutes, so make sure you’re actually utilizing that time for them. Using that time for paperwork, payments, or other administrative tasks will likely frustrate your patients if becoming a regular instance.

Providing home exercise programs with a clear plan and critical takeaways after meetings can significantly improve your patient’s progress and physical therapy outcomes.  Instead of handing over exercises printed on paper, you can create higher levels of accountability and motivation for your patients with HEP videos, daily health trackers, and an activity log.

5.  Follow up after appointments

As mentioned previously, utilizing your time with patients is important for everyone. Prioritizing regular check-ins between appointments is important to reinforce an ongoing relationship, and crucial to securing engagement. PT clinics can do this through personalized interactions, social media, customer service, or even focused marketing campaigns across digital touchpoints.

When filling out patient intake paperwork, ask their preferred method of communication to improve this engagement. Tailoring communication methods for your individual patients will deliver a more personalized patient experience, build rapport, and is most likely to reach the patients.

Next steps to improve PT patient experience

Improving your patient experience is essential to maintaining current patients and bringing in new ones. By following the five tips above, you can actively play a role in strengthening relationships and driving results for everyone involved.

With a practice management solution customized specifically for physical therapy clinics and business owners, you can improve patient engagement, simplify your management processes, and focus more on what matters most.

PtEverywhere gives you the tools to engage with prospective new clients through the PtE app, so you can access contact information and nurture the relationship until they’re ready to become patients. Designed to simplify the management of your practice, you can schedule, document, invoice, and communicate directly with your patients from one easy-to-use interface. 

Empower your patients and give yourself the freedom to focus on patient care and improving patient outcomes, backed by transparent data you need to keep your clinic competitive.

Learn more about PtEverywhere today.

Save Time, Money & Improve Patient Care with Auto Messaging

Automated Messaging Can Save Time, Money and Improve Patient Care

There’s a saying that “Time is money,” and nowhere is this more evident than in the healthcare industry where late appointment cancellations and missed appointments are common. According to a recent study, missed appointments cost the U.S. healthcare system an unbelievable $150 billion.

How can that be? Let’s consider that each open, unused 60-minute time slot can cost a PT clinician an average of $150. With no-show rates running as high as 30% nationwide, that $150 billion figure almost seems conservative.

While missed appointments and late cancellations are costly and frustrating for physical therapy practice owners, patients also suffer. When a patient cancels or misses his or her appointment, that means that one patient is not receiving the medical treatment he or she needs, while another patient who needs treatment is unable to take that appointment slot and receive help.

What can be done to reduce cancellations and no shows?

Everyone knows that today’s world is more connected than ever. Technology has changed how we work, how we play, how we balance budgets and how we manage our lives. Utilizing technology to automate appointment reminders simply makes sense.

In the past decade, the single biggest change to business communications has been the growth of mobile phone use. That means businesses have had to change the way they reach their customers. 79% of Americans check their phones within fifteen minutes of waking up and most check their phones an average 150 times per day. Knowing that, it’s no surprise that businesses are concentrating on how to best reach clients on their mobiles.

This is why PtEverywhere’s Automated Messaging feature is so important to any clinic. Automated messaging has become one of the most effective methods for businesses to reach their customers and clients. A study at a family practice in Colorado showed that sending appointment reminders via text reduced the number of missed appointments by an impressive 40%. The same study revealed that nearly 100% of all text messages are opened within the first three minutes of being received.

Some patients may prefer to receive email reminders. Fortunately, PtEverywhere’s Automated Messaging feature offers something for everyone. The app offers patients the option to receive up to four different confirmations and four different reminders about their upcoming appointments:

– Email

– Push Notification

– SMS / Text

– In-App Notification

There’s no doubt that missed appointments and cancelations are bad for business and even worse for patients in a busy clinic. Nobody likes to waste time or lose money. Automated messaging can be a great addition to any clinic to remind patients of their healthcare appointments to save time, money and improve patient care. Try PtEverywhere’s Automated Messaging feature today.

Improve Patient Care with Telehealth

As with so much else in the digital age, our wearable fitness trackers already have the capability to transmit hundreds of thousands of bytes of data—from how we’re sleeping and how many steps we’re walking to our heart rates while we’re doing one or the other!

This constant source of information via bits and bytes, as well as the prevalence of telecommunication technology and channels, is now merging into an industry called Telehealth. It’s the next logical step in a healthcare evolution that’s moving beyond traditional offices and clinics and into people’s homes.

physical therapy telehealth software

Telehealth is more than just wearable fitness trackers. In fact, those fitness trackers aren’t necessary to a good telehealth program. So, don’t worry if you’re one of those people who doesn’t like counting steps. Telehealth is still for you.

In fact, PtEverywhere just launched the Telehealth feature of our Physical Therapy Practice management software, and here’s why we think it’s important for your clinic and your patients.

Benefits of Telehealth for Physical Therapy Clinics

According to a recent study by Research and Markets, the U.S. telehealth market is expected to grow by 27% over the next six years. That’s significant. But what does it mean?

Telehealth utilizes technology to enable remote patient and clinician contact, including care, advice, reminders, education, intervention, monitoring and remote admissions. There’s also opportunity for distance-learning meetings and presentations.

Telehealth could include clinicians discussing a case over video conference; a robotic surgery occurring through remote access; physical therapy done via digital monitoring and home monitoring through continuous sending of patient health data; client to practitioner online conference; or even videophone conversations during a consult or follow-up appointment.

By its very nature, telehealth is a patient-centric, outcomes-based model because patients and providers can connect much more efficiently, conveniently and economically. Removing the stress of office visits also helps patients relax and can encourage them to be more invested in their own health.

Bring telehealth to your PT clinic

That’s why PtEverywhere is so proud of our Telehealth feature. We pride ourselves on our commitment to patient-centric care that puts outcomes before insurance fees.

Our Telehealth sessions utilize technology to help you maximize your clinic time and put your patients’ progress at the center of your practice. Now you can connect with your patients in a secure, HIPAA-compliant environment, as well as share files, scans, videos, and more.

Try it, and you’ll see that our Telehealth feature is just one more piece of a very important puzzle that’s helping to put patient care back in healthcare.

pt clinic telehealth software

Patient Care Plans with Packages and Memberships

Sell and Track a Complete Plan of Care with Packages and Memberships

When patients understand your value, they will financially commit to your plan of care


PtEverywhere proudly enables customers to sell and track packages and memberships. In addition to Scheduling, Documentation, Payment Processing, Home Exercise Videos, Online Forms, and Messaging, we continue our efforts to deliver a complete, mobile solution to cash-based physical therapy.

“Physical therapists are increasingly offering packages or action plans to their patients,” said Jonathan Davis, PtEverywhere’s Director of Sales and Marketing. “PtEverywhere allows you to sell a pre-purchased number of sessions online, track the remaining sessions, and apply the initial purchase to a superbill for each individual visit. You can also set up recurring payments through the memberships feature.”

Patients cannot achieve their goals overnight, so it is important to share your plan and earn patients’ buy-in. Regardless of the complexity of the case, you can now clearly define the financial commitment required to reach those goals. By offering packages or memberships, you are setting expectations and greatly reducing the likelihood of patient drop-off.

Jeff Vajay, owner of Smart Athlete Physiotherapy, explains: “We do best when we sell plan of care packages. This creates more buy-in from patients and a stronger commitment toward achieving their goals. Each time patients are checked out in PtEverywhere, the invoice applies what they paid per session and provides a breakdown of CPT unit pricing. This is key because an advance purchase can often create accounting nightmares when giving patients superbills to submit for reimbursement. PtEverywhere handles all of that and tracks how many sessions are left. This gives me more time and energy to focus on patient care.”

Anytime, Anywhere

Game changer!

Manage your practice and connect with your patients ANYWHERE with the PtEverywhere app.

• Mobile Scheduling

• EMR Dictation

• Home Exercise Videos

• Online Forms

• HIPAA-Compliant Messaging

• View Progress / Outcomes

• Swipe & Store Payments

Honoring Dr. Martin Luther King, Jr.

Martin Luther King, Jr. Day

Celebrating the life and work of Dr.Martin


Today, we celebrate the life and work of Dr. Martin Luther King, Jr.

Dr. King devoted his life to speaking out and taking action against racism and social injustice.

He emphasized not only the importance of taking action, but also the abomination of inaction. Dr. King stated, “In the end, we will remember not the words of our enemies, but the silence of our friends.”


He added, “Our lives begin to end the day we become silent about things that matter.”
Dr. King also implored, “If you can’t fly then run, if you can’t run then walk, if you can’t walk then crawl, but whatever you do you have to keep moving forward.”

Taking action is critical. Avoiding inaction is equally important. That’s the message. And it continues to ring true today.

Do something. Often times the first step is the hardest, but we must realize the cost of not taking that step


Many things, like Dr. King’s work against racism and social injustice, impact so many generations of people. Other things, like changing your mindset from “I’ll just wait and see if this pain goes away” to “I’m going to see a physical therapist today”, will impact the rest of your life.

There are also simple things like choosing PtEverywhere to serve your practice and your patients. Investing in your business to save time and deliver a more powerful therapy experience to your patients requires taking a first step – but what is the cost to you, your business, your family, and your patients if you do nothing?

Whatever it is, big or small, we encourage you to consider how doing nothing can hurt you and hurt others. Today is the day that you take that first step you’ve been avoiding.

Patient-Centric Physical Therapy

These are our ultimate objectives and why we do what we do.

If I told you that there is a tool that helps you do this and helps save your time and money while managing your practice, what would stop you from grabbing that tool?

PtEverywhere puts everything into one place. You can access everything that you need to run your practice – in one software, anywhere you are.

Beyond “practice management” and the business side of things, we know what’s most important is putting patients in the center of everything.

“PtEverywhere really helps you improve your patient experience from start to finish.” Your patients can schedule appointments, view prescribed exercise videos, track their progress, complete forms, download documents, and securely send messages – on their phone, on their tablet, or on their computer.

It’s Pt (patient) Everywhere.

Paperless Physical Therapy

Paper calendars. Paper reminder cards. Paper documents. Paper intake forms. Paper exercise sheets. Paper superbills. Paper handouts. It’s ridiculous.

This is our job, and we can’t even keep up with all of the paper. Why should we expect our patients to keep up with it all?

With PtEverywhere, we can now ditch the file cabinets and printer cartridges. We can save some trees and start being more responsible for our impact on the planet.

Beyond that, we’re saving our personal time and we’re saving money. We can boost productivity and grow our practices.

We can change the way patients experience physical therapy. No more printouts. Much more interaction, effiency, and achievement. Thank you, PtEverywhere.

CardConnect Co-Webinar

RALEIGH, NC, October 26, 2018 – Tom Cooley, Founder of GoCardConnect, joined PtEverywhere’s Jonathan Davis in a webinar to announce the company’s new partnership. PtEverywhere is now integrated with CardConnect for secure payments.

In this webinar, Jonathan presents the features of PtEverywhere and reveals the company’s integration relationship with CardConnect. Continuing PtEverywhere’s theme of both simplifying and enhancing the physical therapy patient experience, providers can securely store a patient’s “card on file” and process payments on the web or on the PtEverwhere app. Superbills are then automatically generated and sent to the patient’s portal.

Tom explained, “Most practices are growing. They want to grow; and in order to grow effectively, they need the tools in order to help them facilitate that growth. So that means automation. That means some other different functions that run their practice: their EMR, their Scheduling, their Messaging. Everything needs to be ultimately tied together. PtEverywhere was a great partner. It was a great solution by all sides.”

Jonathan added, “CardConnect has an incredible reputation throughout the physical therapy community, so our partnership makes perfect sense. Since Day One, PtEverywhere has been laser-focused on saving time and saving money for PT providers. We like to say, “Save your patience for your patients,” and this partnership enhances your ability to do more of that.”


About PtEverywhere

PtEverywhere (think “Physical Therapist Everywhere” AND “Patient Everywhere”) was founded with an athlete’s mindset and a lofty objective: to create a new paradigm for physical therapists and patients, one with a modern approach to using technology to create a new level of interactive communication between physical therapists and their patients, while also accelerating therapist and patient successes, both inside and outside of the clinic.

PtEverywhere is the next wave in patient care. With the all-in-one physical therapy practice management software system, therapists can streamline their client communications, ensure patient compliance, and reduce overhead – all from one mobile cross-platform solution