Reclaim Physical Therapy
Case Study

Background

This past week, we sat down with Mark who has recently made the transition over to Prompt. Mark is the Owner of Reclaim Physical Therapy which is an outpatient private practice clinic located in Oregon. He currently has 8 providers and started the clinic in 2010. When he initially started, it was just a very small practice in which Mark was handling all of the day to day tasks.  Since then, the practice has grown to 8 providers, and Mark has his eyes set on expansion. 

Challenges

Before Prompt, Mark used an EMR that had a separate billing component. Although the two did communicate, it was clunky, hard to manage, and took a lot of work on the backend to generate the information he needed. Mark and his team were also struggling with Documentation. He has quite a few Physical Therapist Assistants so co-signing notes was becoming a real pain, and the overall layout of his system was not very intuitive. Mark said, “I started my search for an all-in-one system that was compliant, efficient, intuitive, and made sure we got paid on time. I also wanted to make sure we’d all get home on time to our families.” 

Solution

Similar to most PT clinics in the country, Mark’s patient load took a big hit at the start of COVID-19. He saw that as an opportunity to improve saying, “This sounds really strange considering the magnitude of disruption and loss on all levels; however, this crisis also afforded us an opportunity to take a beat, hit the pause button, and get off the treadmill to recalibrate.” With their focus turned inward onto themselves, Mark continued his search for a new system with the desire of improving internal systems and processes. Additionally, he plans on expanding the practice to multiple sites to better serve their community. Ultimately, Mark landed on Prompt, and the onboarding process began.

Mark was pretty nervous about the transition to Prompt, having had some less than ideal experiences with this in the past. Although it is never completely painless, he explained that the transition to Prompt has by far been his most painless not just for him, but his coworkers, biller, and CPA. Mark explained, “I was pleasantly surprised at how easy the transition has been and the lack of challenges that we were anticipating that never materialized.” 

“I was pleasantly surprised at how easy the transition has been and the lack of challenges that we were anticipating that never materialized.” 

Now fully up and running, Mark is extremely pleased with the overall flow of the system. His team loves having billing under the same “roof”, having all key statistics on one dashboard, and Mark especially likes the ease of tracking his team’s productivity.  In terms of documentation, Mark explained that their therapists are all spending about half the time on their notes, and co-signing notes has become a whole lot easier. He also said, “I like how the format is becoming more efficient and improves, the updates come in weekly. It has been pretty awesome to see changes made based upon our input.”  

Regardless, Mark said that their favorite “Feature” has been Prompt’s support –

“I can’t say enough about the level of support that we’ve received. I can always get ahold of somebody, and the live chat is very efficient.” 

Ultimately, Mark and his team have been blown away with the change in systems – 

“Prompt has allowed my team to get home to their families faster and allowed us to get paid in a timely manner while easily tracking all the metrics we need to track.”

Other Action Items Throughout COVID

In addition to improving their systems and processes, we asked Mark about what else they’ve done during this challenging time. He explained that they are reinforcing their community contacts, as well as keeping in close touch with their patients and referral sources. They are now back to about 80-90% and according to Mark “Reclaim is a better clinic than it was before.”