Customer Service


Every member of our OSI team is committed to providing our patients, their families, our referral sources, and others with "WOW" customer service. We want everyone we serve to say, "WOW, what a great experience". WOW is what we do for others in an exceptional way.

                                      We are here to serve you:

Friendly.
OSI strives to be friendly with patients and co-workers in both words and actions.

Nice.
We want our patients and others to know they will always get a smile when they come to OSI.

 
• Helpful. We take an active role in helping our patients in any way we can.
 

Understanding.
We take the time to listen and are empathetic with each patient's situation, concerns, and expectations.


You.
Our staff members will focus on you! We want you to know that you are important and valued by us.


• Knowledgeable. Our staff is highly trained and knowledgeable in the many conditions we see, and we stay current with health insurance changes to answer any questions you may have.


Clinical Outcomes



OSI has gathered and analyzed clinical physical and occupational therapy outcomes for many years.  We have data on three types of outcomes:

1. Patient Satisfaction Outcomes
2. Patient Functional Outcomes
3. Utilization Outcomes 
        Upper Extremity Conditions
        Lower Extremity Conditions
        Spine and TMJ Conditions 
        Pelvic Conditions

 

Patient Satisfaction Outcomes

We ask our patients to respond to 14 statements regarding their experience in our clinic.  Two “global” statements give us an overall feedback of how patients feel about our services and the care they received from their therapist.  We have a goal of having greater than 95% of our patients “Strongly Agree” or “Agree” with our customer service statements.

We have surveyed over 200 patients in each of our clinics this year.  The following is a patient satisfaction summary from each of our clinics for 2005 regarding responses to the two “global” statements::

“If I require therapy in the future, I would request to see my present therapist again.”

Strongly Agree
or Agree    

Neutral, Disagree, or
Strongly Disagree

Stillwater

98%

2%

Maplewood

98%

2%

Lake Elmo

97%

3%

Forest Lake

99%

1%

White Bear Lake

99%

1%

West St. Paul

99%

1%

North St. Paul

99%

1%


          

“Our staff treats you as an important and valued person.”  

Strongly Agree
or Agree    

Neutral, Disagree, or
Strongly Disagree

Stillwater

98%

2%

Maplewood

97%

3%

Lake Elmo

97%

3%

Forest Lake

99%

1%

White Bear Lake

99%

1%

West St. Paul

99%

1%

North St. Paul

99%

1%

      
 

 

Functional Outcomes

Functional outcomes describe the extent to which patients achieve or progress adequately toward the goals they hope to attain regarding their day to day activities at home, work, and/or recreation. 

Since 1996, OSI therapists have recorded whether each of our patients:
• “Met or adequately progressed toward expected functional outcomes”
OR
• “Did not progress adequately toward outcomes”
OR
• “Did not complete therapy and we are not sure of outcome”

OSI has attained and measured outstanding results with the tens of thousands of patients we have treated since we started collecting functional outcomes.  Some conditions are more and some less likely to respond as desired to our therapy interventions than others depending on the type and severity of a patient’s specific clinical condition, 70-90% of our patients have attained successful outcomes and are thus able to:
• return to desired functional activities either while in therapy or within a reasonable period of time following completion of their therapy,
• are able to avoid surgery or other medical intervention, or
• achieve their desired goal of being better able to self manage the condition. 

We can provide more detailed functional outcome reports on request.

In October 2005, we converted our outcomes process to FOTO (Focus on Therapeutic Outcomes), which is a national outcomes service that will allow us to compare our outcomes to those of hundreds of other therapy practices around the country.  FOTO is based on a patient’s perception of how she or he has improved functionally with therapy, and is a highly validated and reliable process for determining patient functional outcomes relative to the therapy received.  As soon as we see enough patients for an adequate sample size, we will display our FOTO outcomes and ranking among therapy providers nationally.

 

Utilization outcomes

Utilization outcomes refer to the average number of visits that patients are seen in physical or occupational therapy for specific conditions. 
For more accurate information, some conditions have been subcategorized by factors that impact utilization.  These CATEGORIES are based on:

SEVERITY OF SYMPTOMS & FUNCTIONAL DEMAND WHEN THERAPY STARTS. 
The subcategories are listed below the condition.
*ROM = Range of Motion

Upper Extremity Conditions               Average # of Visits   

Shoulder Impingement Syndrome 5.4                               
Start physical therapy with:

- Full ROM but painful

4.4
- Moderate loss of ROM 5.8
- Severe loss of ROM 7.0
 
Shoulder Instability 5.2
Start physical therapy with:
- Full ROM, pain and instability 4.0
- Limited ROM, instability 6.3
- instability with impingement 5.5
 
Rotator Cuff Repair 13.5
- Partial tear, low functional demand 10.7
  (usually Medicare)
- Partial tear, high functional demand 12.2
  (usually work comp)
- Large tear, low functional demand 13.1
  (usually Medicare)
- Large tear, high functional demand 14.0
  (usually work comp)
 
Shoulder Decompression 10.3
- Low functional demand 9.4
- High functinal demand 10.4
 
Shoulder Stabilization Surgery 11.3
All categories similar utilization
 
Elbow Epicondylitis 6.2
Start therapy with:
- Minimally limited ROM & strength, 4.5
  low functional demand
- Minimally limited ROM & strength, 5.6
  high functional demand
- Severely limited ROM & strength, 7.0
  low functional demand
- Severely limited ROM & strength 7.9
  high functional demand
 
Carpal Tunnel Syndromde 5.6
- Low functional demand 4.4
- High functional demand 5.7
 
Carpal Tunnel Release 6.5
- Low functional demand 4.8
- High functinoal demand 6.9
 
Wrist Fracture 6.8
- Minimally limited wrist ROM 5.6
- Severely limited wrist ROM 7.1

Lower Extremity Conditions              Average # of Visits    

Hip Dysfunction 5.0                                   
Start physical therapy with:
- Full ROM, no limp, pain 4.0
- Minimally limited ROM, 5.0
  minimal limp with pain
- Severely limited ROM, 5.6
  moderate to severe limp, pain
 
Non-Op Knee Injuries 4.4
Start physical therapy with:
- Full ROM, no limp, pain and/or instability 3.3
- Minimally limited ROM, minimal limp 4.2
- Severely limited ROM, severe limp 5.8
 
Patellofemoral Pain 4.3
- Patella subluxation 4.0
- Patella dislocation 5.8
- Patella tendonitis 4.6
 
ACL Reconstruction 10.2
All categories similar utilization
 
Knee Arthroscopy 6.3
Start physical therapy with:
- Full ROM, no limp 3.4
- Minimally limited ROM, minimal limp 5.0
- Moderately limited ROM, moderate limp 7.7
 
Total Knee Replacement 10.1
Start physical therapy with:
- More than 100 degree knee flexion, 5.6
  minimal limp
- 90 - 100 degree knee flexion, 8.2
  moderate limp
- <90 degree knee flexion, severe limp 12.5
 
Ankle Sprain 4.7
- Grade I sprain with minimal to no swelling, 3.4
  no limp
- Grade II sprain with moderate swelling, 4.8
  limp
- Grade III sprain, high ankle sprain, 6.5
  severe swelling, limp

Spine and TMJ                                  Average # of Visits    

Lumbopelvic Dysfunction 5.1                               
Start physical therapy with:
- Low back pain, low functional demand 4.3
- Low back pain, high functional demand 4.8
- Lower extremity symptoms, 5.4
  low functional demand
- Lower extremity symptoms, 5.8
  high functional demand
 
Post Operative Lumbar Spine 7.7
- Decompression 7.5
- Fusion 8.3
 
Cervical Spine Dysfunction 5.5
Start physical therapy with:
- Neck pain, low functional demand 4.7
- Neck pain, high functional demand 5.4
- Upper extremity symptoms, 6.5
  low functional demand
- Upper extremity symptoms, 5.8
  high functional demand
 
TMJ Disorder (no surgery) 6.0
All categories similar utilization
 
Post Operative TMJ Disorder 7.8
All categories similar utilization

Pelvic Conditions                               Average # of Visits    

Urinary Incontinence 4.0                  
Pelvic Pain 6.5
Start physical therapy with:
- Intermittent pain 5.6
- Constant pain 6.8