News

BenchMark Physical Therapy Partners With chPT To Expand Presence In Portland

BenchMark Physical Therapy has partnered with c.h. PT, an outpatient physical therapy practice of six clinics throughout the Portland, Ore. area.

c.h.PT was founded by Colin Hoobler, PT, DPT, in 2002, with a focus on exercise therapy for pain relief. Colin has an extensive background in exercise science, allowing him to be a frequent guest lecturer at medical and physical therapy schools. Also, he has hosted and appeared on many television and radio programs on healthy living and the prevention and treatment of diseases and injuries.

“Colin has built a thriving physical therapy business and great reputation throughout Portland,” said Dave Van Name, CEO for BenchMark. “We are very excited to have Colin as our partner and look forward to working with him and his team to expand throughout the region.”

“We’re all excited about becoming part of the BenchMark family,” said Hoobler.  “We’ve been looking for the right partner to help us grow. BenchMark quickly became our clear choice after meeting with them and seeing how our cultures complement each other. Through this partnership, our company will be able to reach more patients and providers than ever before!”

 chPT: chPT is a leading physical therapy provider with locations in Portland (Pearl District), East Portland (Mall 205), Beaverton, Hillsboro, Tigard and Milwaukie. See more at chphysicaltherapy.com.

Two Steps to Starting a Customer Service Initiative from Scratch

Nearly 4 years ago BenchMark Rehab Partners decided we should start a customer service program. And when we decide to do something, we do it whole-heartedly.

We focused our time, effort, and money to improve the experiences of all our customers and differentiate our company from the ho-hum pack. While many companies strive for this, very few make the commitment and investment we did to achieve our goal.

Our customer service program is about “Creating A Remarkable Experience” so we call it the CARE program.  And, I’ve had the pleasure of nurturing this program from its inception.

So how does a company with 1,000 associates spread across 7 states start a customer service program?  Well, we did it in 2 steps.

Step 1: Identify Guiding Standards

The first thing we needed was to identify the guiding standards of our company—those trail markers that could lead us down the path toward our non-negotiables: our Mission, Vision, and Values.

We have always taken great pride in our hands-on, anti-cookie cutter treatment approach, but that did not help us make decisions or align our actions with our brand. We needed simple operational guidelines every associate could use to reach similar decisions.

We gathered our leaders, 50 or so of them, and brainstormed, discussed, and word-smithed to arrive at our top 4 standards.

  • Courtesy
  • Efficiency
  • Presentation
  • Safety

But, there was a problem. Even if every one of our associates were using these same four standards, very different decisions could be made.

For example, if an associate valued efficiency above all else, the perception might be they were cold and uncaring or that they felt the customer was just a number.  If an associate valued presentation above all else, they could create an environment that was beautiful but not safe.

We needed to put them in a priority order.

Step 2: Prioritize the Order

We gathered in small groups and force ranked our 4 standards; there could be no ties. Then, we each stated our reasons for the rankings and eventually came to an agreement.

I won’t lie, this took a lot of time. Getting 50 independent thinkers to agree was no small feat, but we did it.

We came up with this order for these reasons:

  • Safety – Customers and associates needed to know they were in a safe place both physically and emotionally. We decided the old saying “Safety First” was right.
  • Courtesy – We felt everyone deserved sincere kindness, compassion, and hospitality. It was vital for us that our customers believed we cared about them and not just their money.
  • Presentation – We agreed that appearances sent a message about our professionalism.  Not only how we look and act, but how our clinics look as well.  And, seeing is believing.
  • Efficiency: Last, we decided if we did all of the above in the shortest timeframe possible, we could give people the gift of time.

Once we came up with this order, we felt pretty smart since many Fortune 500 companies, including Disney, use the same 4 in the same order.

Next came implementation of the program, but that is a topic for another blog.  I will say that it is much easier to implement a program that was created by the people who will use it!

Are you wondering if it worked?  Yes, it did.  And here’s how I know.

Three years later, our Operational Standards are woven into our daily routine.  We use them for decisions. We use them for coaching and guidance. We use them for Annual Reviews. We even use them to survey our Clinic’s appearance.

Also, three years later we are still growing – well over 2,000 associates with 350+ clinics in 13 states. I believe this is due in part to the culture our “Non-negotiables” have created including the Operational Standards.

Thanks for your interest – let me know if you found this blog helpful!

Would you like to work for a company with this culture?  Contact our Recruiting team at Recruiting@bmrp.com.

Would you like to partner your clinics with a culture like ours?  Contact our Business Development team at 205-536-7604.

Stacey Corrado, PT is a physical therapist who has dedicated her love of customer service to BenchMark’s CARE Initiative.  She strives to Create A Remarkable Experience at every touch point for our customers – both internal and external.  Stacey can be reached at scorrado@bmrp.com.

Laurelhurst Physical Therapy has Partnered with BenchMark Physical Therapy


Suzanne Trebnick, PT, OCS, COMT, and Joni Fischer Jones, PT, have provided care for the community through Laurelhurst Physical Therapy for over 40 years. In August 2017, they partnered with BenchMark Physical Therapy.

Suzanne Trebnick graduated from the University of Minnesota in 1973. Suzanne is a Level IV Certified Orthopedic Manual Therapist. She also holds an Orthopedic Clinical Specialist certification. She treats with a combination of Pilates, yoga and the Barre Method. She specializes in women’s health issues.

Joni Fischer Jones is a graduate from the University of Oregon 1978 and University of Pennsylvania Physical Therapy School 1979. Her interests and specialties include women’s health, Headache management, Pilates, manual therapy for spine and SI Joint, gait analysis including runners and custom orthotic fittings. At Sunset Athletic Club therapeutic heated salt water pools are used for post surgical rehab, chronic pain, conditioning, and decompression for disc problems. She enjoys working with the elite athlete to the weekend warrior and youth sports prevention. She is Stott Rehab trained and works with the reformer, cadillac, and chair.

Cantrell Physical Therapy Changes Name to BenchMark Physical Therapy

Cantrell Physical Therapy, an outpatient physical therapy group in Hermitage and Mt. Juliet, will officially change names to BenchMark Physical Therapy May 1.

Nixon Cantrell, the original founder of Cantrell Physical Therapy, partnered with BenchMark Physical Therapy in December 2016. Cantrell was originally founded in 2006 in Hermitage. In 2012, the practice opened their second location in Mt. Juliet.

Today, the name is changing to create an alignment with both brands. Patients and caregivers in the community can expect to receive the same high level of care they have been receiving from the same physical therapists.

BenchMark Rehab Partners Announce First Partnership in Washington State

BenchMark Rehab Partners is pleased to announce its first partnership in the state of Washington with Northwest Sports Physical Therapy in Gig Harbor and Tacoma. Through this partnership, Benchmark Rehab Partners will add 4 clinics to its national network of physical therapy clinics providing a strategic entry point to grow across the state and further into the Pacific Northwest.

Northwest Sports and Physical Therapy was founded by Bruce Snell in 1984 and has been a strong community presence in Gig Harbor and Tacoma for more than 30 years with two successful physical therapy clinics and two hand therapy clinics.

“Bruce Snell has developed a thriving business, including a significant hand therapy presence, and is a strong leader with a great reputation in the Tacoma market,” said Dave Van Name, CEO for Benchmark Rehab Partners. “We are thrilled with the opportunity to partner with Bruce and Northwest Sports Physical Therapy, and look forward to growing and expanding together in the years ahead.”

“I chose to partner with BenchMark because they had cultural values and the team feeling that I was looking for in a partner,” said Bruce Snell, Founder of Northwest Sports Physical Therapy. “I’m excited about our partnership with Benchmark and look forward to working with the Benchmark team and other Benchmark partners to add more clinics throughout the Tacoma/Seattle market.”

With the addition of the four Northwest Sports Physical Therapy clinics, Benchmark Rehab Partners now has 285 physical, hand and occupational therapy clinics across 13 states, and offer a wide range of treatments and specialties.