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How do you maintain human connection as your organization scales?
For many clinicians-turned-practice owner, scaling and growing the practice or business may be at the forefront of our mind, but some of the details become fuzzy. One of the biggest details that many of us want to ensure as we grow is the “human” feel of our practices. Many of us find ourselves running practices because we wanted more control over the quality of care we deliver and the human relationships that form in a more one-on-one environment for care. So the question remains: if we grow the practice, will we lose that feeling? How can we make sure that we maintain that real, human-relationship feel of a smaller practice while we grow our practices and businesses?
Well, this week, I sit down with Stephen Albanese, DPT, co-founder of Access Physical Therapy & Wellness. As he shares in this interview, he and his brother and their wives (all physical therapists) started their practice almost 19 years ago with a single location. Now, they manage 55+ locations, with dozens of employees, seeing thousands of patients per year.
Stephen Albanese, PT, DPT is a physical therapist and entrepreneur. He is the co-founder and co-CEO of ACCESS PT, an organization built around meaningful patient connections that lead to exceptional outcomes. The company operates over 50 physical therapy clinics across four states and also works with hospitals, growing and managing their rehab service line.
Steve oversees business operations, business development, health system partnerships and value-based initiatives at ACCESS PT. Day to day, he works to ensure that the company and its partners excel by building on five pillars: strong staff engagement, great patient experience, clinical excellence, operational excellence, and being an integral healthcare partner.
Steve earned his degree in physical therapy from Quinnipiac University, and he is a member of the Young President’s Organization (YPO) where he serves on the board of the Healthcare Business Network. He has been asked to speak locally and nationally on topics of rehabilitation, business management, entrepreneurship, patient experience, and company culture.
Outside of work, Steve volunteers in his local community and serves on the board of a not-for-profit healthcare company. He also leads a group of entrepreneurs through StartUp Health, a global community of health transformers. Steve and his wife Shannon have two daughters Madison and Kaitlyn.
What we cover in this Episode:
- What does a strategy for growth look like?
- How to build a team that puts people first
- How to maintain a person-centered culture through growth
- Preparing staff & key employees to carry on the “commander’s intent” as the organization grows
- Understanding marketing & lead generation and how it fits into culture and systems
- How to achieve Better Outcomes by focusing on people rather than numbers
Connect with Stephen
- Website (Access Physical Therapy & Wellness)
- Stephen Albanese (LinkedIn)
- Access PTW on Twitter
- Access PTW on Facebook
- Access PTW on Instagram
If you enjoyed this episode: Join Rafael E. Salazar II, MHS, OTR/L (Rafi), principal of Rehab U Practice Solutions and host of The Better Outcomes Show as he explores the possibilities of a new healthcare. Guests range from clinicians trying new techniques and treatments to executives and entrepreneurs exploring new service delivery methods, business models, and organizational structures. You can sign-up to receive new episodes delivered directly to your inbox by filling out the form below. Learn more about Rehab U Practice Solutions by reading The Manifesto for a New Healthcare, or listen to Episode 000. Or, grab a copy of the book: Better Outcomes: A Guide to Humanizing Healthcare.
Are You Ready to Take Your Organization to the Next Level?
If you run a clinic or practice and are looking to develop a strategy that leverages best practices, new technology, and marketing/messaging in a way that maximizes patient engagement & retention, please reach out. We’d love to talk with you about how Rehab U Practice Solutions can help your clinic bring in more patients, retain them throughout their course of care, and create uniquely impactful patient experiences.
Rafael E. Salazar II, MHS, OTR/L (Rafi) is the Principal Owner of Rehab U Practice Solutions, the host of The Better Outcomes Show, and the author of Better Outcomes: A Guide to Humanizing Healthcare. He has experience in a variety of rehab settings, working with patients recovering from a variety of injuries and surgeries. Rafi has worked in a variety of settings, from orthopedic and musculoskeletal rehabilitation, to academia, and even healthcare consulting. He spent the majority of his clinical experience working at Charlie Norwood VA Medical Center, where he was the lead clinician and clinical education coordinator for the outpatient specialty rehab program. In this role, he treated many veterans with chronic pain and helped to establish an interdisciplinary pain management program. He has worked on projects ranging from patient engagement initiatives to marketing communication campaigns to a multi million dollar project assisting the State of Georgia’s Department of Behavioral Health and Developmental Disabilities transition individuals out of state institutions to community residences. His work on Telehealth has been discussed in Forbes. He also has experience as a core faculty member at Augusta University’s Occupational Therapy Program, as a Licensed Board Member on the GA State OT Board, and he serves on the Board of Directors for NBCOT. He works to help healthcare clinics and organizations deliver uniquely impactful patient experiences by improving service delivery through The Ultimate Patient Experience™ and courses & training programs.
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Work With Me
If you’re ready to craft a strategy to help your organization bring in more clients, retain them throughout their course of care, and create uniquely impactful patient experiences, then reach out. I’d love to talk with you about how Rehab U Practice Solutions can help.
What I can help you do:
✅ Train your staff and clinicians to be able to confidently communicate the value your organization provides…
✅ Leverage best practices, new technology, telehealth, and marketing/messaging to maximize patient engagement & retention…
✅ Develop a system that keeps patients & clients happy, engaged, and satisfied throughout the entire process of care…
I help you not only craft marketing messages & campaigns that build that know, like, & trust value you need to convert leads into scheduled clients; but I also work with your clinicians and staff to make sure that, once a patient decides to schedule an appointment, you have a system setup that keeps them happy, engaged, and satisfied throughout the onboarding, treatment, and discharge process.
In short, I’ll help your whole organization become focused on the most important thing in healthcare: people – the people who work for your organization, and the people who your organization treats and serves.