All references
Margin is invisible
Physical therapy
IllustrativeComposite scenario. Not an actual client.Where it started
- Operating model
- Three versions
- Billing consistency
- Site by site
- Site comparison
- Not possible
- Expansion readiness
- Risky
Where it landed
- Operating model
- One, documented
- Billing consistency
- Standardized
- Site comparison
- Same scorecard
- Expansion readiness
- Repeatable
Physical therapy · three clinics
Three clinics, three different businesses.
Sarah opened two more locations over six years. Each runs the way its lead therapist prefers. Scheduling, billing, and patient follow-up differ at every site, which makes performance impossible to compare and makes a fourth location a risk rather than a plan.
What the North Star surfaced
- 1No standard operating model. Three sites, three ways of working, so nothing is comparable and nothing is repeatable.
- 2Billing leakage. Claims are handled differently at each site, with revenue quietly lost at two of them.
- 3Expansion is unrepeatable. Without a documented model, a fourth clinic multiplies the problem rather than the profit.
- 01 · Destination
The number they were building toward
Valued the group as it stands, then modeled what a standardized, repeatable model would be worth at four and five locations.
- 02 · Roadmap
What had to change, in order
Defined one operating model across all three clinics, set the billing standard, and built the site level scorecard the leads are measured on.
- 03 · Rocketship
The systems the team now runs
Rolled out unified scheduling, billing, and patient follow-up, with a group dashboard comparing all sites on the same measures.