Quality Check
The new year is always a good time to take stock of how we are doing. After 25 years in business and more that 30 years in clinical practice for many of us (our current average experience within the team is 21 years. 1/3 of the team currently has more than 30 years experience), we don’t take anything for granted. We always monitor the opinions of all our customers. Last year, we saw 2407 new patients throughout our 4 clinics. Everyone should receive an email at the end of their treatments asking them to complete a survey of their experience. Not everyone chooses to do so and we do not push this, but here is a summary of the feedback we have had this year.
General experience
Everyone considered our service either ‘above average’ or ‘excellent’. Almost 90% of respondents considering us to provide an excellent experience.
Customer service and booking
With regard to the administration of appointments and payments, almost everyone considered this to be above average or excellent.
Expectations of treatment
In terms of treatment, all our respondents described the care they received in relation to their needs and expectations as either ‘very good’ or ‘excellent’.
Understanding of the problem
People come to us to make sense of their physical problem and understand what they need to do to fix it. The solutions can be hugely varied including: behavioural change, stretching, strengthening, relaxing, manual therapy, shockwave, movement, ergonomics, belief change, acupuncture, breath retraining etc. It is important to us that you understand your problem and are clear on what you need to do to get it sorted. The better you understand your problem, the more control you have in achieving a successful outcome. To achieve an average of over 90% understanding with our patient population, is a clear indicator that we are communicating this aspect well.
Overall Improvement
In terms of pain, it can be seen that on average, patients experience over 80% recovery during their time in treatment. This is not to say they will not continue to improve after their discharge, as many people are discharged before they demonstrate a full recovery. This is a decision taken by the patient, usually when it is clear that they are happy with the progress and further recovery is obvious if they continue with the management plan they have been given. Our average number of sessions per condition for last year was just 2.9 sessions for our self funding patients. That is just 2 sessions after your initial assessment & treatment.
These questions are from our survey monkey satisfaction survey given at the end of treatment. The survey is anonymous but respondents are asked if they want to leave their name, to leave any comments, and if they consent, to these being used for this purpose. Here are some of the comments left by respondents, for which their consent was given:
- ‘Ali constantly reviewed my progress and updated my exercises accordingly. He was honest with his assessments and left me with a suitable plan to get me to full recovery.’ (Andrew Groat)
- ‘altogether an excellent service over several months. I’ll be back if I need further help but consider it money well spent.’ (Anonymous)
- ‘Sophie is extremely helpful, efficient, and diligent-looking at various different ways to help me’ (Anonymous)
- ‘Really wanted to say a heartfelt thanks for the truly excellent treatment, support and guidance received from Ola. She is without doubt the best physio I have worked with. Not only has my recovery from knee surgery gone smoothly, and honestly faster than expected, but I really felt she truly cared about my recovery and goals as a person. A very inspirational physio.’ (Donald Miller)
- ‘Rani made me feel very relaxed and important to her. She was very knowledgeable and surpassed my expectations. A very satisfying experience due her total professionalism’ (John Heaney)
- ‘I found Graham to be the best Physiotherapist I’ve ever worked with. His focus on me and pain managment was exceptional rather than just treating the syptoms. I can honestly say I would not be in the positive place I am now without Graham.’ (John Collington)
- ‘Excellent treatment and care. So appreciative.’ (V.G.)
- ‘Fantastic experience overall! Alex Coe was my physiotherapist and I couldn’t ask for a better specialist to help me with my neck pain/tension and a poor posture. Alex was incredibly professional on every visit, but also maintained a super friendly athmosphere that made me look forward to the next visit. She motivated me to action on few things that had made a tremendous difference in improving my neck problem. Overall, I am extremely satisfied with my care and will recommend to absolutely everyone. My life quality has improved massively since I stepped my foot in a clinic and I am very grateful for that. Thank you!’ (Kaja)
- ‘I would like to thank Andrew Raselli for guiding me through a difficult time experiencing pain and giving me an honest outlook and practical advice to strengthen my body again. The receptionist have been very welcoming too. Thank you!’ (MM)
- ‘I found the whole experience excellent. I had clear instruction and I felt listened to.’ (AN)
- ‘The service was excellent throughout, Darren was very knowledgeable and explained everything well.’ (ZM)
- ‘Excellent service, really please. Thomas used a model of the knee to explain the issue. Found this really useful to visualise etc’ (anonymous)
Thank you to everyone who completed the survey, your valued feedback and the permission to tell others of your experience. We will continue to work hard at providing the best care for all the conditions we treat.
We also, of course, really value the reviews we get from our patients online, on Google, and on Trustpilot, and Facebook.
