Our Patient – Centered Care Model
Evidence-Based & Patient-Centered: Working to Build a Better Model for MSK Health
At Bay State Physical Therapy we’re not only committed to industry leading clinical outcomes, we’re working to improve access to care and deliver the high quality healthcare that our communities deserve.
Our model is centered around:
- Early intervention
- Access to a wide range of PT specialties
- Ensuring every treatment is evidence-based
- Tailored to individual patient needs
We embrace a long-term approach to care, focusing on recovery and ongoing support to optimize each patient’s health journey – developing a care model that goes beyond one episode. We’re proud of our 99% patient satisfaction score and world-class Net Promoter Score of 93. We’re committed to providing industry-leading clinical outcomes to patients. In fact, our emphasis on clinical excellence has led our average outcomes measurements to be 82% better than Minimal Clinically Important Differences (MCID).
The Pillars of Our Care Model
Dedicated and Passionate Team
Our providers are committed to a patient-centered approach, fostering a collaborative, empathetic environment that prioritizes personalized care and tangible outcomes. This also extends outside the clinic, through community involvement and advocacy. This all reflects our team’s holistic commitment to health, wellness, and bettering our patients’ lives.
Continuing Education
Our Continuing Education Program is at the forefront of professional development in PT, led by Director Dave Nolan (Northeastern University) and Terry Pratt (Fellow at NAIOMT). The program includes our Orthopedic Specialty Series, providing foundational training with the latest Clinical Practice Guidelines. We also provide our team access to external resources, from dry-needling and blood flow restriction to specialty courses. Learn more!
Individualized Care
At the heart of our care model is a commitment to individualized treatment. We understand each patient’s journey is unique, so we ensure one-on-one time in every session, with a focus on personal attention and continuity of care. And, we strive to have patients see the same therapist each visit. This approach aids in more effective treatment plans and ensures that each patient feels heard, valued, and supported.
Tools & Resources
We provide you with the right tools and resources to help you and your patients be successful. Whether it’s updates to our EMR system, a best-in-class integrated outcomes registry, innovative patient touchpoints (prevention programs, virtual care, remote therapeutic monitoring), or just the right technology to help you be successful – we’re committed to investing in our team.
MSK Health Is More Than One Episode
Lifelong health does not stop and start at a patient’s first and last PT appointment. We’re focused on working with payors, physicians, and health systems to build a care model focused on prevention, earlier access to care, and lifelong care. We believe that PT has the power to help our patients live healthier and more fulfilling lives – and we’re working to have an even bigger impact!
Our Commitments to Our Patients
To ensure our patients receive the best possible care and experience, we focus on three main commitments. Again, this also ensures that you are building a solid clinical foundation when you join Bay State Physical Therapy.
Empowering a Lifetime of Health and Wellness
- We provide our patients with best-in-class care to relieve their pain and help them take control of their health.
- Our team is dedicated to being our patients’ partners in health across their lifetimes.
- We have a 99% patient satisfaction score and a world-class 93 Net Promoter Score (a measure of patient loyalty).
Making it Easier to Receive the Best Care
- With our 120+ clinics, we offer convenient locations where our patients live and work, with flexible scheduling options (average of 9-10 miles from home to clinic).
- We partner with most major insurance networks.
- We work with our patients’ referring provider to ensure progress is made toward their healthcare goals.
Building Healthier Communities
- We cultivate a welcoming and inclusive environment where both patients and team members feel welcome. Read more about our clinic culture.
- Each of our clinics are dedicated to serving/volunteering in their local communities – this is a key part of our culture.
- We are focused on our vision to “build a better model for MSK health” by focusing on prevention and life-long care to help patients and communities live healthier lives. Learn more about our vision.
- We’re dedicated to providing care for underserved communities throughout our network.
- We work collaboratively with large healthcare systems to ensure patients have access to our exceptional care.
- As an organization, we are proud to be the Official Physical Therapy Partner of the Pan-Mass Challenge and Massachusetts Youth Soccer Association.
Our Values
Our Values shape our culture. They guide how we communicate, act, partner with, and care for others.
Compassion
We strive to fully understand and empathize with the needs of every employee and patient. We appreciate and respect others’ perspectives, even if they are different from our own. We take appropriate action to advocate for and support those with whom we work and those we serve.
Character
We hold ourselves and each other to the highest standards of honesty, accountability, fairness, integrity and professionalism. We always do the right thing, no matter how difficult.
Growth Oriented
We provide an environment that encourages and supports personal development, professional growth, and continuous improvement. We foster a culture of accountability by setting measurable expectations and maintaining transparency. We embrace change and seek out opportunities to continuously improve.
Health & Wellness
We strive to promote the health and wellness of our patients not just through physical therapy, but by promoting healthy lifestyles and habits. For us to succeed, our employees must serve as examples of good health and continually seek opportunities to educate and encourage our patients to live to their full potential.
Service Excellence
We commit to creating the best possible experience for our patients—from their very first call with us to the follow-up care they receive at home. We provide our staff with the time, training, and technology they need to follow through on this commitment.
Teamwork
Our success is connected to the success and well-being of others. We can do great things when we work together to bring out the best in ourselves and in those we work with. We are humble, valuing team over individual.