We are at the end of another unusual year and all of us at Physis are thankful to everyone that has supported us during an unprecedented time.
We continually assess the quality of our service, from the booking of the first appointment until after you are discharged. We aim to make the experience as painless as possible (literally!).
We use lots of methods to assess our provision of service. For example, we send out customer satisfaction surveys at the end of each patient’s episode of care. This allows us to see what we are doing well and work on the things we need to improve on. We have an amazing team that all work really hard and as you can see – it pays off!
Here are some insights into how we have done this year:
Of course not everyone replies to the survey, but of those that did 89% rated the overall service as excellent and 10% as above average.
Customer service
Booking this year has not always gone smoothly with lots of changes in regulations from one month to the next. Having said that, we still seemed to perform pretty well.
Expectations
When a patient comes in for treatment, we perform a thorough examination and establish your goals in terms of what you want from the service and what you want to achieve. This can mean simply an understanding of the problem, or advice on self management, or hands on treatment to regain lost movement and function. Almost everyone that responded was very happy with the service provided to address their needs.
We are always evaluating how we perform. Overwhelmingly, our patients consider our service to be excellent. This has meant that we continue to be among the top 3 physio clinics in Edinburgh, a recognition we have had since before 2018.
