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.

My BenchMark Experience – JJ Junkin

I graduated PT school from a program in San Diego – and never wanted to leave!  While some people were looking forward to graduation day, my best friends and I were sad to be finished.  All three of us wanted to stay on the west coast.

As graduation day drew nearer, we realized we would not be able to stay in San Diego unless we sacrificed what we were looking for in a job.  We all wanted to work in outpatient orthopedics. Additionally, I was extremely interested in pursuing residency training after graduation.  Given my goals, my options to remain in San Diego were non-existent.

Luckily, I found BenchMark through a friend! I was given an offer to be a PT and go through residency training to prepare to become a Board Certified Orthopedic Clinical Specialist (OCS).  The offer sounded great – it was just an offer on the east coast, rather than on the west coast.  Should I take it?  Should I stay in San Diego and work a job I was less passionate about in the home health or acute care setting?

Well, if you are reading this, then you probably know that I picked BenchMark!  Once I made my decision, I have never looked back!  I have been with BenchMark since I graduated and am so happy with the decision that I made.  Not only was I able to complete residency training and pass my OCS, but I was also able to complete fellowship training and become a Fellow of the American Academy of Orthopedic Manual Physical Therapists (FAAOMPT).

While pursuing advancements in my clinical skills, I have also been able to lead in day-to-day operations in both established and new markets.  I started as a Clinic Director outside of Atlanta, GA and was able to help grow an established clinic and manage a large staff of clinicians and office personnel.

Then, I wanted to take the next step in leadership. So I opened a new BenchMark clinic in Bluffton, SC. At the time, I was the only BenchMark clinic within a 2 hour radius. I was able to help grow our coastal SC and GA market to be a recognizable and trusted brand among our referral sources and communities.

All the while, my desire to be on the west coast had never changed. In the past year I moved to the Pacific Northwest to partner in a new location in metro Portland, OR. I am currently helping to build our presence in the Pacific Northwest as the regional provider of choice.

BenchMark has afforded me the opportunity to pursue my clinical and leadership goals.  I have found a family in the BenchMark team where I feel valued as an employee and leader in the company.  I am a true believer in our company’s mission, vision and values; I feel as though everyone in the company lives and breathes them on a daily basis.  We provide excellent care to our communities.

I am beyond thankful to have found a home so early in my career.  My two best friends from PT school are both on their 4th jobs since graduation and I am still with my initial employer.  I never plan on leaving!

JJ Junkin, PT, DPT, is the Clinic Director for BenchMark Physical Therapy in Oregon City, OR. JJ has taken on an eclectic style for her treatment approach in order to treat the patient as an individual and match the treatment style with the patient’s preferences and best available evidence. 

Athletic Trainer Student Aide Workshop

June 13-14 • 9am-4pm • University of Tennessee at Chattanooga • University Center

Click here to register online.

Who should attend this workshop?

  • Any high school student interested in the medical field
  • Student managers that would like to gain additional knowledge to help their coaches and teammates
  • Student athletes who are interested in entering the sports medicine field

 

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.

Pain in the Backside

Piriformis syndrome is a condition in which the piriformis muscle in the buttock irritates the sciatic nerve, the long nerve that originates in the spine and runs down the back of the leg. The results is pain in the buttocks, lower back and down the back of the thigh. The culprit, the piriformis muscle, is a small muscle located deep in the buttocks that helps rotate the hip. This muscle runs horizontally beneath the gluteal muscles of the buttocks, stretching from the lower spine to the femur, or thigh bone. The sciatic nerve runs vertically and usually passes beneath the piriformis muscle. In about 15% of people, the sciatic nerve goes directly through the muscle, which makes these individuals particularly prone to piriformis syndrome.

Treatment for piriformis syndrome begins with stretching exercises, as well as deep massage, hip motion exercises and perhaps ultrasound.

Knowing what ails you is the first step to fixing the problem and preventing it from happening again. When pain flares up, a physical therapist can help you uncover the source and avoid whatever is triggering it.