Since opening our doors in 1999, our goal has been to provide your patients with long-lasting outcomes, minimizing the need for surgery, medication, or diagnostic imaging. To accomplish this goal, we focus on three things – clinical excellence, service expectations, and empathy and compassion.

But how do you know, besides taking our word for it, that we’re actually hitting those marks? Until now, you couldn’t. Because no one has measured it before.

Ergo, our scorecard. We’ve done the research, and we’d like to show you how we stack up. In instances where we can compare ourselves to the physical therapy community, we’ve done so. In other cases, where no industry data exists, the benchmarks come from universally accepted customer service data or the (extremely high!) goals we’ve set for ourselves. Here’s how we break it down:

CLINICAL EXCELLENCE

1. Clinical Effectiveness – The patient’s functional status change. Our patients complete a validated assessment on their first and last visits to track their functional improvement. The amount of change is then compared to risk-adjusted national predictions, providing a measure of treatment effectiveness. The raw score indicates points of Functional Status Change. The predicted change is based on 10 variables, including: care type, impairment, severity at intake, age, acuity, number of surgeries, payment source, gender, other health problems, and level of fear at intake. We us Focus on Therapeutic Outcomes (FOTO), a national database of more than 6 million physical therapy cases, which is endorsed by the National Quality Forum (NQF) as “best-in-class” and reliable comparative data for policy makers, researchers, providers, and consumers to improve overall healthcare quality.
2. Cost Per Episode
3. Board Certification

SERVICE EXPECTATIONS

1. Net Promoter Score – The Net Promoter Score (NPS) is a straightforward metric that holds companies accountable for how they treat customers. Customers are asked “How likely are you to recommend this company to others on a scale of 0-10?” Based on their response, respondents are then sorted into three groups: Promoters, Passives, and Detractors. The percentage of Promoters, minus the percentage of Detractors, equals the NPS. To give you some perspective, Discover maintains an NPS of 59%, JetBlue 68%, and State Farm 47%. All three are considered top performers.
2. Percent of Patients Seen Within 24-48 Hours of Referral – This is measured against an internal word of mouth benchmark, but not all patients find it convenient to be seen within 24-48 hours, which is likely why we are lower than our goal here.
3. Percent of Patients Who are Former Patients or Their Friends and Family

EMPATHY & COMPASSION, as determined by:

1. Called to Care – Called to Care ensures that ProRehab staff fosters an atmosphere of compassion, empathy, and service. The program uses a validated CARE Measure to track patient feedback and compare results to a database of other healthcare providers. ProRehab consistently scores in the 95th percentile when it comes to listening and communication as re. The Baseline score is based on contributions from 8,585 CARE providers from www.caremeasure.org.

Outcomes matter to us. Let us prove it to you and your patients.