How Marathon Physical Therapy Transformed Their Practice Using Weave

Choosing the right communication tools can be the difference between a thriving practice and a "disaster". For Marathon Physical Therapy, a clinic with 15 employees serving the busy New York/Long Island area, that realization came after a frustrating attempt to modernize their systems.

After a failed setup with another provider, Marketing Coordinator Dan Trachtenberg turned to Weave. The results were, in his words, a "night-and-day difference".

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Turning Missed Calls into New Patients

Before Weave, Marathon PT had no system for handling missed calls, relying on a basic local cable company phone line. When they missed a call, the connection was simply lost.

Now, the clinic uses Missed Call Texting to ensure no patient is left hanging:

• Automatic Engagement: If a caller cannot reach the office, they automatically receive a text notifying them that the office will get back to them shortly.
• Organic Growth: These texts allow patients to start two-way conversations that often begin with "I'd like to schedule".
• Proven Results: The clinic adds 10–20 new patients per week as a direct result of these missed call texts.

Building a Five-Star Online Reputation

Reviews are essential for healthcare marketing, yet Marathon PT previously struggled to collect them, gaining only six reviews over a two-year period.

By switching to Weave Reviews, the practice automated the process:

• Significant Growth: In the first six months of 2021, Marathon PT added 24 new Google reviews—four times what they collected in the same timeframe over the previous two years combined.
• Ease of Use: Patients receive a text invitation after appointments, leading to a consistent stream of positive feedback.
• Professional Recognition: Their website management company frequently notes the high quality and frequency of their five-star reviews.
  

Quality Control and Clear Communication

Serving a diverse community on the Queens/Long Island border makes clear communication vital. Marathon PT utilizes Call Recording as a key tool for quality control.

• Reviewing Details: Staff can quickly look up and listen to calls from earlier that day or year to verify information.
• Reducing Miscommunication: Relistening to conversations helps the front desk staff catch details they may have missed or clarify directions that were misheard.
• Reliability: As Dan notes, the system acts as a backup for human memory, ensuring no patient detail is lost.

 "The missed call text feature alone has been worth it for us... when I see [new schedules], it makes me smile because I know the system is working." — Dan Trachtenberg, Marketing Coordinator 

Ready to modernize your patient communication?