The MedRisk Blog
BenchMark Physical Therapy utilizes a hands-on approach to get the positive results both their patients and partners desire. With more than 240 clinics throughout the Southeast, Midwest and West, the BenchMark team marries outpatient rehabilitation with employer-based services to support preventative care in addition to outcome based post-injury care.
Based in Ooltewah, TN just 5 miles outside of Chattanooga, BenchMark Physical Therapy opened their first clinic in August of 1995 with a goal of offering consistent treatment and customer service. In the two decades since, BenchMark has excelled on both counts and expanded into 12 states.
“We’ve invested in a lot of training so that every patient that walks through our doors gets a hands-on, personal, and welcoming experience,” said Lauren Larkey, Director of Workers’ Compensation. “It’s all about building relationships and community. That’s what makes BenchMark different.”
That relationship mindset extends into their service offerings as well. Despite being primarily an outpatient rehab provider, BenchMark Physical therapy also offers job demand analysis, ergonomic workstation assessments and wellness programs to employers. These preventative care programs ensure there are already strong relationships established should an employee require rehabilitation.
“Companies like Southwest Airlines and Chick-fil-A are customer driven; why shouldn’t we as a physical therapy provider be as well?” Larkey said. “One of the most positive endorsements we can get is when one patient refers another to us, so we are always striving to deliver an exceptional customer experience to all of our patients.”
And it’s not just spin. BenchMark Physical Therapy implemented an internal program called CARE, which stands for Creating A Remarkable Experience. Monthly CARE reviews assess everything from whether patients are being greeted warmly to how engaging and interactive the therapy sessions are.
BenchMark also rolled out central scheduling earlier this year in an effort to up the level of service they were delivering to partners. Providing a single point of contact for asking questions, making referrals, inquiring about a patient or escalating a case means a more streamlined relationship for partners and the BenchMark team alike.
The payback from all of these efforts, BenchMark says, are stronger relationships with patients and partners, and the ability to provide better patient care and return to work success.
“It is a joy for all of us to see that post-op patient make it all the way back to full duty work,” Larkey said. “That’s why we went into business and that’s what we strive for with each patient.”
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