Case Study
Purpose
Working with the senior executives and, eventually, with leadership across the entire organization, World Class Benchmarking introduced proven app
BenchMark Rehab Partners is the fastest growing physical therapy brand in the nation, growing from opening their first clinic in 1995 to nearly 400 clinics across 15 states, making them one of the largest providers of outpatient rehab in the US. Among their differentiators is an emphasis on cultivating a healthy internal culture that drives extraordinarily individualized care to their patients.
In the midst of their growth, BenchMark Rehab executives realized that they needed to identify efficiencies to improve aspects of their multi-faceted operation that were sub-optimized and establish support systems in place to guarantee effective replication of their culture – particularly as they were expanding into different regions of the United States. World Class Benchmarking was retained to help develop the strategies and tools to reinforce their existing brand and translate that across newly-established clinics.
Process
Working with the senior executives and, eventually, with leadership across the entire organization, World Class Benchmarking introduced proven approaches from other best-in-class businesses to create cultural alignment and enhance their patient experience.
The largest challenges included having a widely-dispersed collection of clinics (almost a dozen, to date) and unifying the many common functions in the midst of tremendous growth.
Payoff
After two years of consultation, BenchMark Rehab Partners earned significant improvements to their key success indicators, with metrics that include a 99.5% patient satisfaction score and functional improvement reported by 92.3% of their patients.
