New Evaluation Onboarding
- 1Referral form submitted or call received
- 2Automated text sends digital intake and insurance upload link
- 3Staff receives notification to verify benefits
- 4Patient receives appointment reminder with parking instructions
Systems for Physical Therapy
Optimize Patient Flow and Clinical Documentation Systems
The business model for physical therapy clinics runs through clinical hours and billable units, yet profitability often leaks through late cancellations and uncompleted plans of care. When administrative tasks pull clinicians away from the plinth, the cost of labor increases while patient outcomes and retention rates decline.
Healthcare
- AI Referral Triage
- Smart Waitlist Filling
- Digital Intake Portals
- HEP Follow-Up Sequences
- Plan of Care Reactivation
Also for: Physical Therapy Clinics
How the business actually works
How the work flows, start to finish.
- 01
Initial Inquiry
A prospective patient reaches out via the website or a physician referral for orthopedic or neurological rehabilitation.
- 02
Verification
Staff confirm insurance benefits, obtain necessary authorizations, and collect digital intake forms before the first visit.
- 03
Evaluation
The therapist conducts the initial evaluation and establishes a medically necessary plan of care.
- 04
Recurring Care
The patient attends regular sessions while the system manages scheduling and copay collection.
- 05
Engagement
Automated touchpoints ensure the patient adheres to their home exercise program between clinical visits.
- 06
Re-evaluation
Progress notes and re-evaluations are tracked to ensure continued authorization and clinical necessity.
- 07
Discharge
The patient completes their goals and is transitioned to a maintenance program or home-based wellness.
- 08
Reactivation
The clinic stays top of mind for future musculoskeletal needs or referrals to friends and family.
Where it leaks
Common problems for physical therapists.
01
Plan of Care Attrition
Patients often drop off after their symptoms improve but before reaching full functional recovery. Without automated tracking, these incomplete plans of care result in lost revenue and poor long term outcomes.
02
Schedule Gaps
Late cancellations and no-shows create dead time for highly paid clinicians that cannot be recovered. Manual waitlist management is too slow to fill these openings before the start of the shift.
03
Referral Bottlenecks
Physician referrals often get lost in fax machines or buried in email inboxes. Failing to reach out to a referred patient within the first hour significantly decreases the likelihood of them booking an evaluation.
04
Manual Intake Delay
Asking patients to fill out paper forms upon arrival eats into their clinical time and creates data entry burdens for the front desk. This delay reduces the number of units that can be billed during the initial visit.
05
HEP Non-Compliance
Patients who do not follow their home exercise programs recover slower and are less likely to perceive the value of therapy. Keeping them motivated between visits requires constant manual effort from the therapist.
What LATTICE can build
Systems built around how you work.
AI Referral Triage
Immediately captures and responds to digital referrals, ensuring patients are contacted and scheduled before they look for another provider.
Smart Waitlist Filling
Automatically notifies patients via SMS when a prime morning or evening slot opens up, filling the schedule without manual phone calls.
Digital Intake Portals
Sends secure links for patients to complete histories, consent forms, and insurance information prior to arriving at the clinic.
HEP Follow-Up Sequences
Delivers automated check-ins and educational content to encourage adherence to the home exercise program prescribed by the therapist.
Plan of Care Reactivation
Identifies patients who have not scheduled their next visit according to their frequency requirements and prompts them to book.
Post-Discharge Surveys
Requests functional outcome feedback and public reviews once a patient reaches their goals, building the clinic's local reputation.
Copay Text-to-Pay
Sends secure payment links for balances or copays, reducing the need for awkward conversations at the front desk or mailed statements.
Example systems
What it looks like in practice.
Attendance Protection
- 1Patient cancels session via text
- 2System automatically offers the slot to the top three people on the waitlist
- 3Slot is filled and confirmed
- 4Original patient is prompted to reschedule to maintain plan frequency
Functional Goal Follow-Up
- 1Therapist marks a milestone reached in the CRM
- 2Patient receives a congratulatory text with a video tip for the next phase
- 3System triggers a request for a Google review based on the positive outcome
Have a different problem?
Tell us what's slowing the business down. LATTICE can build around the way your business operates.
Questions from physical therapists
How does this help with physician referrals?
The system ensures that every referral is tracked from the moment it enters your office. By automating the initial outreach, you demonstrate to referring doctors that their patients are being cared for immediately, which helps secure future referrals.
Can we use this to reduce our front desk workload?
Yes, by automating the intake process and routine appointment reminders, your administrative staff can focus on complex billing issues and providing a better in-person experience for patients.
Will this help with patient retention?
Absolutely. By sending automated touchpoints that reinforce the importance of the plan of care and checking in on home exercises, patients feel more supported and are more likely to finish their full course of treatment.
Can we target specific patient populations, like post-op or sports med?
You can segment your communications so that a post-surgical patient receives different educational content and follow-ups than a high school athlete or a geriatric balance patient.
Does this replace our EMR?
No, this acts as a layer that sits on top of your clinical documentation to handle the patient relationship, communication, and marketing tasks that most EMRs do not perform effectively.