Medical Clinic

Case Study

– how pontem helps medical clinics?

Health professionals, such as physicians, dentists, pharmacists, physiotherapists and optometrists, often struggle balancing their time between managing their clients and running their business.  Electronic medical records, online marketing platforms, and point of sale (POS) software are often the most expensive, yet underutilized resources for these businesses.  With the vast amount of data that is stored in these systems, there is an exciting opportunity to utilize this data to gather insight into your business.  Pontem Innovations brings value to business owners by focusing on information that informs decision making and ultimately improves the client experience.

Challenge

As a new Physiotherapy Clinic with over 15,000 patients visits a year, Physio Clinic A was experiencing significant growth and wanted tools to help them better understand how their business was evolving.  What was required for Physio Clinic A to manage their day to day operations in a way that ensured a positive client experience and clinic effectiveness?

Strategy

Pontem worked closely with the owner of Physio Clinic A to understand what his short term and long term goals were for his company.  We then looked at what information was currently available in his software program and what could be analyzed in more detail to start providing insight into the key decisions that will allow the company to reach its goals.  Pontem worked collaboratively with the owner to create a monthly dashboard that focused on four key areas of his business:

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Overall Business Results for the Clinic

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Patient Experience – what type of visits and treatments are coming through the clinic

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Patient Segmentation – who is coming to Physio Clinic A and when do they come

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Staff / Physiotherapist Performance and Trends

Pontem meets with the owner on a monthly basis to review these metrics and discuss how Physio Clinic A is performing vs. expectations.  The company is now able to try different things in their clinic and quickly determine if these smart business experiments are having the desired impact.

Results

The collaboration between Physio Clinic A and Pontem Innovations has allowed for the following business success and improvements:

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Understanding what drives clinic performance resulted in better financial results

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Clarity on patient demographics, occupations, geographic locations, and reasons for visits, enabled targeted sales and marketing, and better insight on expansion strategy (where should Physio Clinic A open its next locations within the city)

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Knowledge on seasonality of patient traffic allowed for better staff scheduling

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Knowing what time of day certain demographics and occupations book appointments enhances the patient experience

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Marketing dollars can be spent much more effectively and targeted at the types of patients Physio Clinic A wants to attract

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Physiotherapist performance, feedback and patient referrals can be effectively tracked

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Overall operations can be better balanced between meeting patient needs and reducing low-productivity clinic time

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