Action Potential Physical Therapy is a growing practice outside of Philadelphia with 3 locations and a 4th planned for next year. With 13 full time providers, the team delivers outpatient physical therapy and runs a highly KPI-driven operation.
Owner and PT Kristen Wilson made the switch to Prompt after years of daily uncertainty with her previous EMR. The practice needed a platform they could trust, plus a team that would support both the transition and long-term operational excellence.
As a result of switching to Prompt, Action Potential has been able to:
- Increase over-the-counter collections by 103%
- Reduce AR greater than 60 days to less than 2%
- Increase their number of online reviews
Life before Prompt: A platform the team couldn’t rely on
Before Prompt, Kristen said she would describe daily life in her clinic as “unpredictable.” The team couldn’t count on the system to function consistently, which created friction and unnecessary stress in her clinics.
Over time, that unreliability became too exhausting for both leadership and staff. Kristen wanted to run a business where the internal experience matched the reliable care they deliver to patients, and the EMR was the weak link. That tension ultimately pushed the practice to look for a new partner.
“It was the track record of unreliability that finally broke us. We couldn't do it anymore,” she said.
Why Prompt: A true partner through the transition and beyond
As the practice evaluated EMR options, reliability was the baseline requirement. But what separated Prompt from the others was the sense of partnership Kristen felt from the very beginning. Kristen and her team were supported through onboarding with a clear point of contact, consistent responsiveness, and a relationship that continued after they went live on Prompt.
One of the strengths of Prompt is that you don't walk this journey alone.
“One of the strengths of Prompt is that you don't walk this journey alone,” Kristen said.
That partnership also took a consultative shape. As Kristen worked with Prompt’s onboarding and training teams, she found the process helped her reevaluate internal workflows and refine operations beyond the software itself.
“As we’ve transitioned onto Prompt, one of the things I’ve enjoyed is interfacing with some of the consultants and training team. That’s also helped me review some of the processes we use, and as a result, that’s elevated the rest of our business operations outside the EMR. So the partnership and consultative nature of the team has really helped us on a lot of levels,” Kristen said.
Financial operations: Tighter cash flow and lower aging AR
Action Potential takes a proactive approach to collections, including estimating patient responsibility and collecting more at the point of service. Prompt made it easier to execute that strategy consistently, communicate clearly across the front desk team, and give the biller better visibility into credits and balances.
The result was a tighter grip on cash flow and reduced need to chase down payments later. The practice saw strong performance in collections and low aging accounts receivable.
“Not only is our over-the-counter collections up 103%, but our AR greater than 60 days is less than 2%,” Kristen said.
Reporting and dashboards: Accurate data that drives decisions
As a KPI-driven organization, Action Potential needs reporting that is both accurate and consistent. With their previous EMR, reporting was unreliable, which made it difficult for Kristen to make decisions with confidence.
It's knowing that the data's accurate that allows me to sleep the best at night for sure.
Prompt changed that. Kristen gained access to accurate reporting and dashboards that made data easier to interpret, share, and act on. That reliability reduced stress at the ownership level and created a clearer rhythm for operational reviews.
“It’s knowing that the data's accurate that allows me to sleep the best at night for sure,” she said.
The practice now uses reports monthly to evaluate performance trends and dashboards weekly so clinicians can manage caseloads proactively without the data feeling intimidating.
Patient experience: A more modern, self-directed care journey
Switching to Prompt has improved the patient experience at Action Potential as well, giving them improved access and autonomy. Online scheduling and online bill pay improve the experience for patients, while also removing manual work for the staff.
“It’s things like these that I never realized were as needed until we had them. And now, it’s like ‘Oh, gosh, I could never go back to doing it any other way,’” Kristen said.
Giving patients the opportunity to fill out their intake and manage other parts of their care online has brought Action Potential into the modern era, which also helps with compliance.
“[Patients] fill out their paperwork ahead of time, since it’s all digital. It really feels like we’re operating in the time that we live in, verses using strategies of yesteryear,” she said.
Visibility into patient feedback has also increased since switching to Prompt. The practice had always asked for patient reviews, but Prompt made the request process consistently easier by embedding it into discharge workflows.
As a result, the practice saw an increase in review volume over time, and clinicians had more visibility into patient praise, which reinforced morale and culture.
“It’s been really fun seeing the rate at which those [reviews] come in increase significantly,” Kristen said.
With these workflows in place, Kristen’s team has been able to reduce administrative burden and create more space for patient interaction, without sacrificing operational discipline.
“Prompt takes care of us so we can take care of other people,” she said.
Advice to practices considering a switch
Kristen knows first-hand that switching EMRs can feel overwhelming. There are financial implications, operational concerns, and change management challenges to navigate. But her perspective after making the transition to Prompt is that the lift is manageable when the partner is truly engaged.
You're not just getting an EMR software. You're getting a whole team of people that are there to support you.
“If someone were to come to me and ask if they should switch, what I would say to them is that if you go to Prompt, you're not just getting an EMR software. You're getting a whole team of people that actually respond to you and they're there to support you,” she said.
For a growing practice that values reliability, accurate data, and a better day-to-day experience for staff and patients, Action Potential found that Prompt delivered what they needed most: a platform that works and a partner that stays with you.
To see how Prompt can help support your clinic, connect with one of our experts today.
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