How Axis Therapy Improved the Patient Experience While Maintaining Medicare Compliance

Background

Axis Hand and Physical Therapy provides rehabilitation services at multiple locations in South Carolina. At the heart of the clinic's operations is Polly Lalonde, the dedicated Front Office Manager, who ensures the smooth and efficient functioning of day-to-day performance.

Challenge

As Axis welcomed an increasing number of patients, it encountered common operational challenges that many clinics face. Traditional paper scheduling is both time-consuming and inefficient, often resulting in appointment confusion and frustration for patients and staff alike.

In today's competitive healthcare environment, effective communication with patients is crucial. Missteps in engagement and care coordination can significantly affect patient satisfaction and their likelihood of remaining with the clinic.

As the practice grew, the Axis team struggled to keep up with the volume of patients and administrative tasks using disconnected front office tools. They needed a unified platform to streamline referrals, scheduling, and patient engagement.

Solution 

To overcome these challenges, Axis Physical Therapy turned to WebPT's comprehensive platform. Polly reflects on the benefits, stating, "WebPT has truly simplified our practice operations, ensuring smooth functioning and enhanced efficiency." By leveraging a range of tailored products to optimize clinic workflows and significantly improve patient satisfaction, the decision to move to WebPT was an obvious choice.

Benefits

Scheduling appointments at Axis Hand and Physical Therapy was a frustrating and time-consuming process for both patients and staff.  The inefficiencies hindered the clinic's ability to deliver top-notch care. However, with the WebPT EMR, they were able to revolutionize the process from start to finish.  

In addition, keeping track of plan of care details and staying on top of regulations can be a real pain for busy clinics like Axis.  Manual data entry makes mistakes more likely, which can lead to headaches down the road. Polly explains how the WebPT Scheduler is a game-changer for their practice with its built-in Plan of Care Alerts: "It makes a big difference knowing if you're entering something wrong. WebPT has been a huge help in making sure we stay compliant with Medicare."

With scheduling and compliance handled, Axis Hand and Physical Therapy looked to tackle patient engagement. As the cornerstone of their success, WebPT's communication tools became an essential piece of their strategy. Personalized messages and automated appointment reminders keep patients informed and supported throughout their treatment journey.  This proactive approach has yielded impressive results: significantly reducing no-show rates and improving adherence to treatment plans. Gone are the days of impersonal communication and missed appointments! 

But even the most organized clinics can miss a patient every once in a while, which can lead to delays in care and frustration for everyone involved. For this, Polly leverages the WebPT Analytics Lost Patient Report feature as a safety net, ensuring no patients fall through the cracks. "We use the Lost Patient Report on a weekly basis to identify anyone who might have missed a scheduled appointment. This helps us reach out and get them back on track, which plays a big part in meeting our goals of providing care to everyone who needs it," says Polly. 

On the other side of clinic communications,  coordinating with external healthcare providers can be time-consuming, but WebPT's digital faxing eliminates common hurdles.  Because Polly often needs to communicate with other providers, she explains the benefit of this solution: "With WebPT, I can simply fax over a clear and concise summary of the patient's progress. This saves us a lot of time on phone calls and ensures everyone involved has the information they need to deliver the best possible care. It's fantastic!"

Conclusion

By leveraging WebPT's platform, Axis Hand and Physical Therapy’s front office successfully overcame their operational challenges and elevated the overall patient experience. Polly Lalonde and her team now enjoy greater efficiency in scheduling and registering patients,  improved communication, and stronger patient engagement. With WebPT, their practice is well-positioned to continue growing and delivering exceptional care in today's competitive healthcare landscape.

Polly wrapped up with some advice for individuals who are considering WebPT by stating, “I would like to say that if they are thinking about becoming a Member of WebPT, just do it! You won't regret it!” 

Are you ready to experience the WebPT difference for yourself?  Contact us today to schedule a free consultation and see how WebPT can help your clinic streamline operations, improve communication, and elevate your patient experience.