Put Us To The Test
Whether you’re looking for a healthcare provider, a hotel for vacation, or a new place to check out for dinner, you want to know you’re picking the best option. We’re all too busy to waste time, right?
If you’re looking for a good restaurant, you can check OpenTable for reviews and TripAdvisor’s got you covered on the vacation front. But where do you turn when you’re trying to vet your healthcare provider?
Last year, we debuted the BreakThrough scorecard, which does just that. And as we begin a new school year, it’s time to release an updated version.
If this is the first time you’re seeing this, here’s a quick rundown:
At BreakThrough, we focus on three things to ensure that every patient who calls our phone, chats with us online, or walks through our door gets the best care – empathy and compassion, clinical excellence, and customer service.
How do we “score” ourselves on these things? 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.
At the end of the day, we truly care about you. We know that you have a choice in where you go, so when you choose BreakThrough, we want you to know that you’ll be treated with the utmost respect and compassion by every member of our team and that the care you’ll receive is provided by someone exceptionally qualified to treat you. We want you to love us so much that you spread the word amongst family, friends, and maybe even strangers, because you know you’re putting them in good hands.
Without further delay, check out our scorecard below. Want to talk to us about the research behind it, how we compile the results, or give us some feedback? Give us a call or chat with us. We’d love to hear from you! Want to schedule an appointment with us? Click here.
Functional Status Change
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.
BreakThrough Physical Therapy uses 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.
Net Promoter Score
The Net Promoter Score (NPS) is a straightforward metric that holds companies and employees accountable for how they treat customers, keeping them in closer touch with their customers. Customers are asked “How likely are you to recommend this company to others on a scale of 0-10?” The responses are then sorted into three groups: Promoters, Passives, and Detractors. The percentage of Promoters, minus the percentage of Detractors, equals the NPS. To provide perspective, Discover maintains a NPS of 59%, JetBlue 68%, and State Farm 47%, and are considered top performers.
Called To Care
Called To Care ensures that BreakThrough staff fosters an atmosphere of compassion, empathy and service. The program uses a validated CARE Measure to track progress and compare results to a database of other healthcare providers. BreakThrough consistently scores in the 95th percentile when it comes to listening and communication. The Baseline score is based on contributions from 8,585 CARE providers from www.caremeasure.org.