11/19/2009. Newest research, Fewer Visits, Best Results. Newest research, Fewer Visits, Best Results. 1. Mission/Values 1.
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1 The Best First Choice The Best First Choice Vitalizing Practice Thru Research and Research Thru Practice Larry Benz PT, DPT, ECS, OCS Vitalizing Practice Thru Research and Practice Thru Research Larry Benz PT, DPT, ECS, OCS The Essential Components: Where it starts: 2. Strategy/Value Proposition 5. Accountability 6. Creative Collaboration Unyielding Service Unprecedented Clinical Excellence Unequalled Family Values External Mission ProRehab exists to provide professional rehabilitation that results in the ultimate outcome-a more healthy, highly engaged, and loyal patient. Unending Passion Unwavering Commitment The Best First Choice Add Value: Whoever, Wherever, Whenever The Best First Choice 1
2 2. Strategy/Value Proposition Strategy and Value Proposition 4 3 Creating Value for Clients: Why Does it Matter? "Run of the Mill" PT Practice 2 1 "Mill" Practice 0 Accepts all Insurance High Patient Volume Use of Service Extenders Clin Lmtd by Ins Clientcentered Hi Stnds for Pro Ed & Dvlpmnt Evidencebased PT's as Practice Stakeholders Post-Rehab Health Promotion Svs Creative Collab Creating Value = Market Differentiation: Opportunity for Success! Cash Practice "Mill" Practice Revenue Potential 2. Strategy/Value Proposition Upgrade EBP skills Create experts in orthopedic physical therapy practice Highly skilled clinicians Fellowship Training Executive Mgt Course Open doors in leadership, research, education, etc. Prepare to lead beyond day today clinical practice 0 Accepts all Insurance High Patient Volume Use of Service Extenders Clin Lmtd by Ins Clientcentered Hi Stnds for Pro Ed & Dvlpmnt Evidencebased PT's as Practice Stakeholders Post-Rehab Health Promotion Svs Creative Collab 2. Strategy/Value Proposition Committed to 2 things: Clinical Excellence Clinical Excellence Customer Service Evidence-based decisions Board Certification Residency and Fellowship Mentoring tdpt Participation in research 2
3 AmaZing! Rules! 1. Amazing! Rules without rules 2. AmaZing Mindset: It s all about your beliefs 3. AmaZing! Skillset: Listen, Learn, Act 4. AmaZingly friendly is the difference maker 5. AmaZing! atomosphere: where everybody knows your name 6. AAAmaZING! First 30 seconds: Affirmation, Attention, Appreciation 7. Be AmaZing! And then Some.. 8. AmaZing! Recovery takes C.L.A.S.S. 9. Choose Amazing! Attitude every day 10. An AmaZing! Result is one worth fighting for Customer Service is Good For Business Loyalty vs. Satisfaction AmaZing! Factor Ordinary services delivered exceptionally Loyalty OR Exceptional services delivered well Satisfaction The Basics Service meets customer needs Service works as expected Problems are resolved as expected Source: The Ultimate Question, Fred Reichheld Improve it Define It Systems Approach Teach It Performance Development Plan Clinical Non-Clinical Reward it Monitor It Live It 3
4 Value Delivery Process Expectations: Plans of Expectations: D/C plans and Professional Development Customer Service Marketing Expectations Nothing Replaces Mentoring and Coaching 4
5 Coaching/Mentoring Clinical Coaching Mentoring/Non- Clinical HOMOPHILY 5. Accountability BIRDS OF A FEATHER FLOCK TOGETHER 27 5
6 Mystery Shopping External Patient Loyalty Surveys External Patient Loyalty Surveys 6
7 Net Promoter Score 6. Creative Collaboration Creative Collaboration Residency Network Partner Academic Community Community Outreach and partnerships APTA Colleagues External Benchmarking and Outcomes What it takes to be a Center of Excellence 2. Strategy/Value Proposition 5. Accountability 6. Creative Collaboration 7
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