PT owner and customer experience expert shares the key to his clinic’s success
John Minella took a circuitous route to his early dream of becoming a physical therapist. As a gym enthusiast, he’s had his share of injuries and physical therapy. “I have bone-on-bone arthritis from a football injury, but with physical therapy and doing my exercises my whole life, I still have a full range of motion. So I’m a firm believer in PT,” he says.
Minella wanted to provide similar support for others, but life took him on another career trajectory. In late 2024, he returned to his original passion and became the owner of a Fyzical franchise physical therapy clinic in Port Orange, Florida.
Minella brings everything he values as a physical therapy patient to the clinic he now operates. For him, the secret to rapid growth and strong patient loyalty lies in effective treatment and creating a standout customer service experience.
Creating a culture of care and connection
When Minella opened his PT clinic, he knew it wasn’t enough to simply offer physical therapy. Instead, he wanted every patient to feel welcome and cared for from their first encounter.
He and his staff do this by focusing on the smallest details. Not only do they avoid using a phone tree, they answer the phone by name when one pops up on the caller ID. They hold the door when patients enter and walk them out to their car. “There are so many clinics that are just not doing anything high touch for either the clinician or the patients. They’re letting their care fall by the wayside,” says Minella.
Making physical therapy fun and engaging
Physical therapy can be a long, tough journey. Minella believes the clinic atmosphere can make all the difference. “We try to have a lot of fun in our clinics and with our patients,” he says.
It’s not unusual for staff and therapists to join the workouts. They’ve even done push-up contests in front of patients, who cheer them on.
Music plays a big role in the clinic experience. The team asks patients what music they prefer and remembers it for the next time. “We have one guy who likes to listen to Rihanna, so when I see him, I ask a team member to put it on for him,” says Minella.
These little details keep patients engaged while showing them they’re valued as individuals, not just as scheduled appointments.
Extending care beyond the clinic
Minella’s commitment to patient care doesn’t end after the session. His clinic uses remote monitoring to stay engaged with patients at home. “We want to layer that in so people outside the clinic do their homework and send us status updates and progress,” he says.
While remote monitoring is still new for his clinic, Minella sees it as essential to the overall patient experience. “It shows we care about these people who are our customers.”
Building a team that cares
A great patient experience starts with a happy, engaged team. Minella fosters a culture where employees feel valued and supported. “They’re not employees; they’re team members. We’re here to build something together,” he says.
He makes an effort to create a flexible and supportive work environment. They work out together and even have meetings while going on a run. “I’m not here to micromanage or babysit people. And it’s actually kind of shocking to them. A lot of them haven’t had that level of freedom before,” says Minella.
The impact of a personalized approach
The Orange Port clinic is still new, but Minella’s people-centered approach has already paid off. “Our favorite referral is word of mouth,” Minella says.
Word is spreading among clinicians, too. They’ve had physical therapists from other clinics visit after hearing about the clinic to see if they’re hiring.
Minella’s ultimate philosophy is simple: “If they can get physical therapy anywhere, why would they come to my clinic? They can’t get the same experience at those other clinics they can get here.”
The role of patient care in risk mitigation
Prioritizing patient care and exceptional service does more than just improve satisfaction. It also can help mitigate risks. When patients feel heard, respected and well-informed, they’re more likely to adhere to their treatment plans, reducing the risk of complications or setbacks.
Clear communication and personalized attention help prevent misunderstandings about exercises, post-care instructions and billing, which can otherwise lead to dissatisfaction or even legal issues.
Communication and a positive experience foster trust, making patients more likely to provide honest feedback and report any concerns early, allowing your clinic to address potential problems before they escalate.
Experience is the differentiator
In an area where patients have many choices, patient experience can set your physical therapy clinic apart. Minella’s success shows that prioritizing patient and employee satisfaction creates a thriving, sustainable business. By making each patient feel valued, engaged and supported, your clinic can improve outcomes and foster deep-rooted loyalty and long-term success.
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