Physical therapy isn't a one-and-done appointment. It's a journey—and every step is a chance to lose the patient.
The PT Patient Journey
Stage 1: First Contact
Patient gets a referral or decides they need PT. They call or search online. This is your one shot at a first impression.
⚠️ Risk: Missed call, slow response, confusing scheduling
Stage 2: Evaluation
Initial assessment. This sets expectations for the entire plan of care.
⚠️ Risk: No clear explanation of what comes next
Stage 3: First Few Visits
The make-or-break window. If patients don't feel progress, they bail.
⚠️ Risk: Schedule gaps, lack of engagement, no progress tracking
Stage 4: Mid-Plan
The long middle. Motivation fades. Life gets busy.
⚠️ Risk: Dropoff, missed appointments, "I'll reschedule later"
Stage 5: Completion/Discharge
Ideally, the patient completes their plan and gets discharged with a home program.
⚠️ Risk: Silent dropout, no formal closure, no follow-up
Where Automation Helps
- • Automated reminders reduce no-shows by 30-40%
- • Progress check-ins keep patients engaged mid-plan
- • Recall campaigns bring back dropouts
- • Post-discharge follow-ups capture feedback and referrals