Pioneers in Remote Therapeutic Monitoring (RTM) Software for Physical Therapists

We’re going to talk about the scripts – what to say to the patient when you are making your required monthly phone call.

We want to start the phone calls as early as possible. In a month we want to make at least three attempts, if we get voicemails we want to continue to try for three times. We also don’t want to monitor over 20 minutes unless the phone call has been made for that month.

Here’s the script if we get a voicemail:

Hi this is (your name) from (the company you’re working for), I’m calling to check in with you to see how your home exercise program is going so far. It is an insurance requirement that we speak once a month throughout your care at (the company you’re working for), please give me a call back at (your number). I look forward to speaking with you, have a nice day!

For live call, be as conversational as possible:

Hi this is (your name) from (the company you’re working for), I’m calling to check in with you to see how your home exercise program is going. It is an insurance requirement that we speak once a month throughout your care at (the company you’re working for.) How are you doing with your home program? I do track the participation and it’s showing me there’s (comment on progress)

If there’s poor performance / participation, continue with:

It’s showing me there’s little participation on your end, can you let me know what the barriers are for you at this time. It sounds like you’re struggling with _________, is there any way that I can help you with those barriers?

It’s important that we’re going to encourage them to overcome those barriers by highlighting that people who do really well in physical therapy are the ones who participate in the home program daily.

If there’s good performance, continue with:

I see a high level of participation and I’m proud of you and I want you to keep up the good work so you can get rid of your pain.