Scottish sports injury practice wins ‘customer satisfaction’ award

Optimal Physio in Newton Mearns, East Renfrewshire, won the excellence in customer satisfaction prize at Global Health and Pharma magazine’s healthcare and pharmaceutical awards 2015.

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Steven McLean: ‘We send all our clients congratulations cards, flowers or a small present when they achieve their goals.’ 

The award was collected in November by Steven McLean, director and head physiotherapist at the physiotherapy and sports injury practice, who is also a FIFA-listed football referee.

Mr McLean said that Optimal Physio gives clients an initial 60-minute consultation and uses iPad apps to help explain their injury and to visualise why they are experiencing symptoms.

‘This improved understanding aids compliance with rehabilitation and the likelihood of a successful outcome,’ he said.

‘Our clients are then emailed their individualised programme, including video demonstrations of their exercises. They can download our free app which enables them to record and track progress, giving them encouragement and accountability to enhance their compliance with their programme.’

His practice makes other use of IT to help clients. They include an online booking and appointment reminder system, blogs and a YouTube channel with videos of exercises.

Therapists at the practice give clients a ‘follow-up plan’ one month after discharge aimed at ensuring their set objectives have been achieved.

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