Physical Therapy System Helps Provide Effective and Consistent Customer Communication

06/26/14 • 14 min

We’ve had a few podcasts focused on the importance of providing outstanding customer service. This week’s podcast features a tool designed to help you do just that. James Lomuscio, CEO & Co-founder of Hability, a patient relationship management system shares how the system helps you improve customer communication, engagement and retention.

Hability was designed to help improve patient care outside the clinic. It simplifies follow-up, reduces missed appointments and helps create a lifelong loyal customer. John Bonaroti, PT,ATC and Director of ESSMC is using the system and has found it to be useful as a patient management and engagement tool. The system allows them to send a text message to patients as a reminder for an appointment, answer questions, follow up after treatment is complete and more. Learn more by listening to the full podcast now.

Previous Episode

Physical Therapy is all about Serving Consumers (Not Just Patients)

Words matter. That’s why today’s guest advocates for using the term consumer over patient when referring to clients at your clinic. In his second podcast with PT Talker, Jerry Durham, PT, Principal of San Francisco Sport and Spine Physical Therapy, shares why customer service is so important at your clinic.

He stresses that consumers have a choice. A patient is someone who comes to a clinic with symptoms that can be addressed and once addressed a physical therapist may never have the opportunity to work with that individual again. Durham feels referring to individuals as customers instead of patients implies that the clinic is building a long-term relationship with every individual they work with and encourages physical therapists to find ways to stay engaged even after the initial problem is addressed.

Discover how his clinic provides a “no surprises” approach and how his dedicated customer support staff delivers results by listening to the full podcast now.

Next Episode

Why Physical Therapy Branding Matters

A brand as defined by the American Marketing Association is a “name, term, sign, symbol or design, or a combination of them intended to identify the goods and services of one seller or group of sellers and to differentiate them from those of other sellers.” Today’s expert, Dr. Ben Fung is a physical therapist that also helps physical therapy clinics develop a strong brand.

Branding is more than a logo. It’s the way individuals relate to your clinic. He encourages physical therapists to take time to identify who their major market segment and use that information to develop a brand that resonates with the hearts and minds of current and potential customers. Learn more by listening to the full podcast now.