How Greendale Physical Therapy increased their per visit income with Prompt

Greendale Physical Therapy has 6 locations across central Massachusetts, specializing in outpatient orthopedic care, neurological balance and vestibular rehabilitation, and aquatic physical therapy.

Despite their growth, Greendale’s previous EMR had become a source of frustration. Frequent system downtime disrupted their clinic’s workflows, while support tickets went unanswered for weeks at a time. For a busy practice, those delays were unacceptable. 

As time went on, owner Jon Dooley recognized the need for an EMR that could not only serve their current needs but also scale seamlessly for the future. 

“For a practice that’s very busy and trying to get stuff done, it was just not going to work,” Jon said. “The other thing we were looking for was an all-in-one solution with documentation and billing, and that’s something that Prompt had.” 

Documentation made easy

Documentation was a huge priority for Jon as Greendale began looking for a new EMR, and Prompt fit the bill. 

Although Jon was initially concerned about what the transition period would look like for his staff, they all adapted to the new system with ease. 

“Prompt was really easy for my therapists and front desks to adopt quickly. The therapists really like the templates, and they’re able to get their evals done quicker,” Jon said. 

Streamlining patient access with digital check in

With so many locations and so many different specialties offered, Greendale serves a lot of different patients, and they needed a way to streamline their check-in process.

To do this, they tested  a digital check in process at 2 of their busier clinics and immediately saw an impact: 30% of the patients began using digital check in right away.

“The great thing about it is they’re able to pay for the visit with the credit card that’s on file. And then once they’re checked in the therapist is notified that they’re there,” Jon said. “The patient checks in, goes to their seat, and gets taken in by the therapist, so it’s all seamless.”

Aside from creating a smoother process for their patients, Greendale has noticed benefits of this digital approach for their staff as well.  

“Another thing I like about it is it just takes the stress off the front desk, so they’re able to answer the phone calls they might otherwise miss,” Jon said. “And they’re able to put their energies into getting people on the schedule.” 

Getting actionable insights through reporting

Reliable reporting is the backbone of any business, but on Greendale’s old EMR, they didn’t have access to even the simplest of reports, like per visit income. 

“But in Prompt, we’re able to look at a month and get a real, finite number of what our per visit income was. And if you can measure a statistic, you can manage that statistic,” Jon said. “So the fact that we’re able to measure that per visit income, we’re able to work with our therapists in terms of their CPT codes and things to get that number up.” 

As a result of being able to measure their per visit income, Jon said, “We’ve been able to increase that income, which has been huge, and which we wouldn’t have been able to do before.” 

Simplifying training with Prompt University

Onboarding new staff can be a time-consuming process, but Prompt University has streamlined this process for Greendale. Jon’s director of operations, who once spent hours training new hires on their old EMR, now points them to Prompt’s comprehensive training videos. 

“My director of operations absolutely loves Prompt University,” Jon said. “She used to have to train the therapists for hours on how to use our old software. And as an owner, you don’t want your staff to have to use their time that way. So now she can give new therapists the Prompt University videos, which saves her time and makes the training process really efficient.”

A partnership for the future

Switching to Prompt has been a worthwhile investment for Greendale Physical Therapy. Beyond the immediate benefits–improved documentation, smoother check ins, and actionable reporting–Jon values Prompt’s commitment to innovation and personalized support. 

“It’s not a big conglomerate organization that you just don’t know, that it takes 2 weeks to get a response from,” Jon said. “If I need a response I can email them and they get right back to me. That personal connection, that personal response, is something that we really appreciate.” 

If you’re ready to see how Prompt can transform your practice the way it did for Greendale Physical Therapy, schedule a demo today.