Patient Experience Initiatives: Part III

Patient Experience Initiatives: Part III

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Patient Experience Initiatives: Part III

In my last two blogs related to the patient experience in healthcare, I spoke more globally about some challenges healthcare providers face in ensuring we are improving the patient experience in healthcare. I would like to now focus a little more close to home about how OSI Physical Therapy works on creating a better patient experience.

At OSI Physical Therapy the Triple Aim (improving patient outcomes, provide excellent customer service, and do it all at a lower cost) has been our focus since the day we opened some 34 years ago. Back then we didn’t label it or use the term Triple Aim, but it was and still is apart of our systems and culture today.

At OSI we set high standards for our care because we truly believe in making a difference in the quality of life of our patients. In saying that, we also know we need to continually engage with our patients and other healthcare providers to look for ways of providing our care better. So how do we do accomplish this at OSI?



First, we look to achieve high outcomes which we know correlates to a better quality of life for our patients. There are a few key factors in how we work to achieve high outcomes. The first, and I believe the most important part, is hiring the right people. We not only have the most talented clinicians in the Twin Cities, but also our staff understands the importance of being apart of a strong team in providing quality care.

In addition, since our conception we have supported the professional development of our staff. We fully understand those providers who are the most up-to-date on evidence based treatment approaches are more likely to get better outcomes with their patients. So far this has been an invaluable investment for OSI. We were recently ranked in the top 6% of physical therapy practices in the country. To learn more about how we track our outcomes, please visit our blog at


Customer Service

Secondly, at OSI we continually work to improve our customer service experience. We understand we are not perfect, but that doesn’t mean we can’t strive for it. We have committed staff and a strong culture at OSI that helps us focus in on continuous improvement for helping our customers achieve the ultimate patient experience.

Achieving the ultimate customer experience is not easy, but we are committed to this goal as we understand happy customers makes good business sense. I would even go out on a limb and say more importantly it is one of the main reasons our clinicians chose their profession and to work for OSI as we all want to make a positive impact on our patients’ quality of life which means ensuring we are providing the best patient experience possible.

To help us achieve this goal we have ongoing training with our staff on what our expectations are and how to practice what we preach. We also seek for patient feedback on a regular basis so we know what we need to improve upon. As I mentioned in my first blog, Patient Experience Initiatives In Healthcare: Part I, its about systems and smiles.

In addition to training, we recently started up our new Call Center. We are very excited for this new call center because we are focusing on improving our patients’ experience before they even step foot into one of our clinics. We made this change to improve convenience, access, and quality of care across our system.


Triple Aim

Finally, we also achieve the Triple Aim by what we believe as helping the healthcare system lower its costs. We accomplish this in a few ways. The first is through the care we provide. With current national outcome data, the average  PT or OT visits across the United States for musculoskeletal conditions is 12-15. At OSI, we are able to achieve the same and in most cases even better outcomes in 6-8 visits. That is huge savings to our patients and their health plans.

The other way we can help lower costs is through what we call direct access. We can save healthcare expenses by helping better manage what we call upstream and downstream costs by allowing patients to come to PT or OT first. Studies have proven the sooner a healthcare consumer seeks out PT or OT for musculoskeletal aches and pains the more likely we are to resolve the issues longer-term with conservative measures. To learn more about this please visit our blog

At OSI, it is our goal and commitment to perfect the patient experience. If you have more questions or comments on helping OSI achieve this vision please feel free to contact me.

– Jody


Jody Ruppert

Jody Ruppert

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