Student Dissertation

Agency : Physiotherapy Management; Mobile Application; Customer Engagement; Patient Satisfaction

Objective : • To identify the number of leads and the successful visits done by the physiotherapist in past 3 years • To check the compliance of the case file update done by the physiotherapist in 3 years • To formulate the attrition of physiotherapists in past 3 years • To identify the costumer engagement and retention in the past 3 years • To outline the trend of the net promoter score and the patient satisfaction score

Background : For patients, Physiotherapy treatment requires a visit to a clinic or else hospital or need to call a physiotherapist at home. Portea healthcare started the services to provide physiotherapy services at home and to achieve this plan there are many models which the organization follows from the past few years. In the year 2014-2015 – As this was more so like the year of inception hence the focus of the company was more towards growing the business and considering this was a new concept in itself – there was a lack of realization for the requirement of quality mapping considering we were dealing with well-trained medical/paramedical professional. In 2015, the department also faced challenges pertaining to multiple rescheduling from the customer’s side. This was creating unnecessary blocking of physiotherapists working hours since, immediate after the visit time, the appointment was rescheduled to the next day. Slot based assignment is a concept started for Bangalore in December 2015. 2015 – 2016 – By this time the company had grown to a considerable scale with the considerable amount of patients served. Following the feedback received from these patients came the realization for the requirement to Portea is facing challenge of monitoring the progress of the app in terms of its impact to the organisation.

Methodology : • Data obtained from Operations portal, studying it through pivot table • Data Analysis through Pivot Chart on data obtained • No. of PTs who left Organization / Total number of employees in Organization • Customer Retention: Number of ongoing customers, retained over a period • NPS and CSAT data in Operations (OPs) Portal, Data Analysis of it through excel sheet

Findings : ? The number of leads done by the physiotherapists in past three years in terms of patients who come through APP increases through 56%. ? Compliance also increases from 89% to 99% after the introduction of the APP ? EMR usage rises from 14% to 74% in 2016 ? Payment entry done by the physiotherapist also increases in the organisation after the introduction of APP to 96% ? Reference of patient through this APP in the organisation by patient themselves also increases to 6650 in 2016 as compared to 4845 in 2015 ? NPS increased from 20% to 83% in 2017 post introduction of automated feedback collection ? Customer Satisfaction score and feedback collection system to record customer experience that increased from 4.04 to 4.6 in 2016, pertaining to punctuality of physiotherapist and CSAT for automated payment collection increased from 3.75 to 3.83 in February 2017 ? Post introduction of apps, engaging customer for ensuring brand loyalty through retaining, re-engaging and cross-selling aided in business expansion due to app

Recommendations : Calculation of the impact done by the app is of prime importance for the organization in order to understand the benefits or loss derived from it. Calculation of the parameters mentioned in the objectives will give the direction where continuous quality improvement process needs to be done; however, quality is a never-ending process.


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