When Excel Rehab & Sports opened more than 15 years ago, offering physical, occupational and hand therapy, the therapists there set out to put patients first and exceed their expectations.
“And we thought that was pretty normal in that respect. We didn’t think we were doing anything novel or anything that really stood out different from anybody else,” said David Bright, physical therapist and co-founder of Excel Rehab & Sports.
Their patients thought differently. During the clinic’s first years in operation, the staff regularly heard from patients that Excel Rehab & Sports was different. The team began exploring what that difference was so they could build on it.
“From the minute patients walk in the door, we want them to feel an overwhelming presence of care and compassion and that we understand,” Bright said.
They want patients to consider their care to be unique and individualized to them and that the staff cares about them. Sympathy and empathy are important, Bright said, because people often feel misunderstood.
All aspects of patient care – from the big things like being part of many medical insurance plans to its office goal of having all patients ready to see their therapist no later than five minutes past their scheduled appointed time and their overall individualized approach to therapy – confirm the impact of Excel’s patient-first mission.
Bright said he and his staff look at every interaction from the perspective of “What is best for this patient at this time?”
“I choose Excel because not only does the front desk explain how much you will be charged, they explain how much each visit will be and how they will bill,” said Tori, who is one of Excel’s patients. “The therapists truly enjoy their jobs and work very hard to make you feel your best as soon as possible.”
Patients have responded so positively to the patient-first approach that they not only return to Excel Rehab & Sports, they often recommend the company to friends and family.
Health care providers may select Excel Rehab & Sports as their rehabilitation place of choice.
“We know that to serve that patient well, we want first to nurture a close relationship with that [primary care] physician so that the provider is aware of the kind of therapy we offer, trusts us and knows who to send that patient to when they can,” Bright said. “We ultimately become an extension of the care they provide and take that responsibility seriously.”
Excel partners with referring physicians and other providers in the community to ensure continuity of care, a major benefit for patients. In addition, Excel works hand in-hand with provider teams to eliminate obstacles and make it easier for physicians to recommend care at Excel Rehab & Sports.
“You have a choice,” Bright said. “You can ask for a referral to Excel and have confidence knowing that we are working hard to make the transition to therapy as easy and cost-effective as possible.”
By Molly Sherman