2:30pm - 3:30pm Thursday, March 12

Location & Room

Orlando - Orange County Convention Center
W311A
Understanding the impact of the patient experience on health and business outcomes is essential for providers to survive, and thrive, beyond the consumerization of healthcare. Gathering patient loyalty data and deriving actionable insights from it is the key to managing the variables that impact the patient journey. This session will present a case study of how Spooner Physical Therapy improved their NPS score by 14%, by leveraging patient loyalty data and implementing a secret shopper program. By starting at the ground level with how a patient initially finds a rehab therapist, through the time their treatment is finalized and claims are paid, the speakers will share the compelling insights they uncovered in this process that all clinics can use to improve patient activation and retention, clinical outcomes, marketing outreach, and bottom-line revenues.
Speakers: 
Chief Experience Officer,
Spooner Physical Therapy
Director of Produce Management,
WebPT
Continuing Education Credits: 
ABPM
1.00
CAHIMS
1.00
CME
1.00
CNE
1.00
CPHIMS
1.00