ATI PHYSICAL THERAPY NAMED BEST PHYSICAL THERAPY PRACTICE IN THE NATION

Company Overview

ATI Physical Therapy operates physical therapy clinics nation-wide, with a reputation for genuine patient advocacy.

Situation

Rapid growth had caused their contact center to experience long wait times and complaints about service. Complaints were being escalated to the highest levels within the organization daily.

Action

The DiJulius Group collaborated with ATI to:

1. Map the Patient Experience Cycle, eliminate service defects, and create positive experiential moments
2. Create “Never & Always” service standards to drive speed and consistency in the patient experience
3. Hold daily inter-departmental huddles to improve leadership and patient advocacy soft-skills
4. Create a Day in the Life of a Customer, Experience Action Statement, and Pillars – tools to create purpose, compassion, and empathy in the employees

Results

• ATI named “Best Physical Therapy Practice in the Nation” by ADVANCE Rehab magazine
• Average call wait-time fell from more than 3 minutes to 0.12s
• Dramatically reduced other call-center complaints and escalations