Reflections on the Past Year at The OT Practice
by Chris Hall
Enhancing Clinical Quality and Service Efficiency
This past year has been an exciting and transformative time for our team at The OT Practice. As the Clinical Services Operations Director, I’ve had the pleasure of working closely with our clinical and case management teams to continue to improve the quality and efficiency of the services we offer. As someone who’s worked in clinical practice, I know firsthand how important it is to strike the right balance between delivering high-quality care and streamlining our processes. At the heart of everything we do is the desire to provide expert occupational therapy services that make a real difference in our clients' lives; while ensuring we support our case manager partners with responsive, efficient service. I am incredibly proud of the enhancements we've made this year, which have significantly improved the quality and efficiency of our services.
Looking Back on Key Service Enhancements We've Made This Year
We have made several key improvements this year to streamline our processes and enhance service efficiency. One of the major changes is the introduction of upfront quotations at the Initial Needs Assessment (INA) stage, addressing delays caused by waiting for pricing. This has enabled quicker, more informed decision-making for our partners.
Our referral process has been simplified by reducing the information required at the initial stage, allowing our online referral form to be utilised to its full effect. This allows case managers to easily refer clients, ensuring faster coordination and timely interventions. To further support case managers, we have introduced a comprehensive "Case Manager's Guide to Working with The OT Practice," consolidating essential information into a single, easy-to-navigate document.
In response to increasing demand, we have expanded our team with over 350 OTs and launched a nationwide Neuro OT team which includes more than 100 specialists in neurological rehabilitation. This new team, supported by dedicated clinical leads, ensures expert care across the UK for clients with neurological conditions.
Our commitment to continuous improvement is driven by customer feedback. Following our first comprehensive customer satisfaction survey, we received positive results, including a Customer Satisfaction Score of 88 and a Net Promoter Score of 75. We’ve now implemented a built-in feedback survey system, allowing case managers to provide real-time insights at any stage of a case, with feedback included in monthly Management Information reports for improved performance tracking.
Finally, we have introduced outcome measures and client-centred reporting. This system tracks and quantifies client goals, providing tangible evidence of the impact of our occupational therapy services and reinforcing our commitment to accountability and partnership with case managers.
Exciting Innovations on the Horizon for 2025
Looking ahead to 2025, we’re thrilled to continue refining and expanding our services. Starting in January, we will be launching a clearer scope around the types of assessments we offer, paired with a simplified pricing model. This change is designed to make the referral process more efficient, enabling case managers to easily determine the appropriate assessment type and associated cost, often without needing to discuss the case with our team first. To support this initiative, we’ve produced a new document, Referring to The OT Practice, which provides detailed guidance and complements the existing Case Manager Guide.
For cases where a client’s needs may only become apparent during the assessment process, we’ve also introduced a flexible mechanism to allow our OTs to adapt their approach dynamically. For more information on this process or to receive a copy of the Referring to The OT Practice, please email me at Chris.H@theotpractice.com.
Additionally, we are excited to announce a new initiative to manage the complexities of tri-party agreements between case managers, solicitors/funders, and The OT Practice. This automated, online mechanism, expected to launch in Q1 2025, is set to simplify a traditionally challenging process. Alongside this, we are working on another major project designed to streamline service delivery further—more updates on this will follow in the coming months.
Thank You for Your Continued Support
These updates are just a snapshot of the improvements we have made over the past year. I believe that these changes will not only make your working with us easier but also enhance the quality of care your clients receive. As we continue to refine our services, I am committed to maintaining open communication with all our case managers. Your feedback is invaluable, and I invite you to reach out with any questions, suggestions, or concerns.
Looking ahead, we’re excited to continue building on the progress we’ve made in 2024 and to introduce further innovations and enhancements that will support you and your clients even more. Together, we can achieve even greater success in delivering exceptional occupational therapy services. Thank you for your ongoing support of The OT Practice. If you would like to discuss any of the updates or request a company MI report, please do not hesitate to contact me directly at 0330 024 9910 or connect with me on LinkedIn .
Chris Hall
01256 675028
Chris.H@theotpractice.com
