We are experienced providers of interventions for insurance intermediaries, solicitors and accident management companies. Many of the problems we see are whiplash-related, and Kevin’s part time position as a Spinal ESP within the NHS makes his knowledge a great fit for efficient and effective management of these conditions.
We have been working continuously with many of our insurance partners for more than 7 years, giving us a great understanding of the need for reactive and thorough management of these cases, keeping open lines of communication and being fast and flexible in our responses to our partners needs.
I write with regard to the above named client who began treatment with you back in October. You raised some red flags and recommended immediate referral for an MRI scan. Following the scan, the client was sent for emergency surgery, from which he has now recovered. I wanted to thank you for the swift and professional manner in which you dealt with this file, which has averted potentially serious problems on behalf of the client.
— Insurance Intermediary Provider 2012
Performance Indicator I: Patient satisfaction
At the time of discharge the patient is asked if they are happy to self manage their remaining symptoms using their self-management protocol and they are asked:
- “Have things improved since you started coming for physiotherapy?”
- “If 100% is completely better, how much better are you since you started coming for treatment?”
Results show that:
80% of patients reported at least 70% self reported recovery from all symptoms.
64% of patients reported at least 80% self reported recovery.
35% of patients reported at least 90% self reported recovery.
In addition to the above, we have anonymous feedback forms which we ask patients to post in the sealed box in the waiting room. Forms are freely available to patients to allow us to gather more information about how they feel their experience at Kevin Hall Physiotherapy could be improved, and we are happy to share this data – and our corresponding action -with our partners.
Performance Indicator II: Continual Improvement
Joint sessions or problem patient sessions are conducted every Tuesday evening, when both clinicians are present. This enables discussion relating to presentation and management strategy. As a form of peer review this process promotes learning and improves efficacy of treatment. It also engages clinicians in professional development and improves morale.
ALL PHYSIOTHERAPISTS WORKING AT KEVIN HALL PHYSIOTHERAPY MUST BE ENGAGED IN FORMAL POSTGRADUATE EDUCATION IN THEIR CLINICAL SPECIALTY.
Performance Indicator III: Efficiency of Treatment Management
82% of patients are discharged having received 5 sessions or less
In 2011, on average, the time between date of referral and completion of the initial course of treatment for these patients ranged from 3 to 7 weeks, and the mean time from referral to completion of the ‘DC’/’further treatment’ form was 4.71 weeks – this includes time taken to contact and book the patient for assessment, initial assessment and all initially authorised treatment sessions.
We believe this represents a balance between promoting rapid recovery and allowing enough time for the benefits of treatment to become more permanent, also allowing for behavioural change where required. Treatment sessions are booked with optimal recovery considered – clinical experience of the lead clinician suggests manual therapy approximately once every five days at least in the initial stages to promote maximum carry over between sessions. All sessions are 30 minutes in length to allow time to deliver all aspects of a multimodal approach.
For more information about our clinicians, click here.