Exceptional Service

November 10, 2009

One of the three pillars we put forth to our clients and potential clients that make us stand apart from our competition is the delivery of exceptional service.   An innocuous idea in the healthcare industry because in my years in the healthcare industry, I would be hard pressed to find a clinician who would not claim that they too provide exceptional service.   I am in no position to question the clinicians I’ve worked with and for over the years, but I can try to expand on what ‘exceptional service’ means at Advantage Physical Therapy and how we strive to provide it at our clinic every day.

For starters, we do our best to impart a culture of delivering exceptional service.   That is, we train our entire staff to deliver exceptional service.   Thus, from the first time you call our office to schedule an appointment to the time you are discharged from care we aim to make your time at Advantage Physical Therapy a positive experience.   

A large part of delivering exceptional service involves being proactive.  For example, after their initial visit patients will meet our Patient Representative who will make sure the first few visits going well.   Two to three weeks into a course of treatment we ask our patients to complete a brief four question survey to ensure they are making strides and communicating well with their therapist.   Finally, upon discharge, we ask our clients to complete a survey regarding their entire course of treatment.   Each of these provide an opportunity for us to identify where we may not be living up to our promise of delivering exceptional service and correct any issue before it is too late.

There’s no question we falter from time to time, but these processes provide the occasion to learn from our mistakes and improve our service going forward.  So if you’re not sure if you’re delivering exceptional service, start by asking your clients.   You may find what they have to say surprising and in our case at Advantage Physical Therapy, very humbling at the same time.

One Response to “Exceptional Service” (Leave a Comment)

1. Delois Mersereau says:

   January 13, 2010 at 7:13 pm

   I do wish there were more people like you around on the interwebs. Not many people are careful with their words, including myself sometimes. I have written things I would love to take back, goo work, keep it up.