Growing the Right Way: Why Patient Experience Still Comes First at Renue

Choosing where to go for physical or occupational therapy is a big decision. You want to know you’ll be listened to, treated with respect, and cared for by professionals who are invested in your recovery, not just rushed through appointments or treated like a number.

As Renue has grown over the years, one question has stayed at the center of every decision we make: “How does this impact our patients and their experience?”

What Is an NPS, and Why Does It Matter?

One way we measure patient experience is through something called a Net Promoter Score (NPS). During a course of care, patients are asked a simple question: “How likely are you to recommend Renue to a friend or family member?”

That answer tells us a lot. Net Promoter Scores are widely used in healthcare because they reflect trust, satisfaction, and overall experience, not just outcomes on paper.

In healthcare, an NPS score above 70 is considered world-class. Scores in the 90s are considered top-tier.

Our Patient Experience, Year After Year

Since 2022, Renue has tracked patient experience using an independent, third-party system across all clinics. Here are the results we’ve seen over the past few years:

• 2022: NPS 93 (3,112 patient responses)
• 2023: NPS 92 (3,665 patient responses)
• 2024: NPS 93 (4,057 patient responses)
• 2025: NPS 94 (4,241 patient responses)

What makes this especially meaningful is that these scores didn’t come from a single clinic or a small group of patients. They reflect thousands of patients, across 17 clinics, over multiple years.

Why Growth Can Be a Challenge, and How We Approach It Differently

As healthcare organizations grow, patient experience can sometimes suffer. More locations, more providers, and higher patient volume can sometimes mean less consistency and less personal care.

At Renue, we’ve worked intentionally to grow without losing what matters most. As we’ve added clinics, therapists, and services, we’ve stayed focused on:

• Consistent standards of care across locations
• Supporting and developing our clinicians
• Creating environments where patients feel heard and respected
• Taking feedback seriously and acting on it

Our NPS trend shows that as more patients trust us with their care, their experience has not only remained strong, it’s improved.

What This Means for You as a Patient

When you choose Renue, you can expect:

• A consistent experience, no matter which clinic you visit
• Therapists who take the time to understand your goals
• Care plans designed around you, not just your diagnosis
• A team that values your feedback and uses it to get better

Patients First — Always

Growth is important. Expanding access to care is important. But at Renue, those goals have never outweighed what matters most: our patients and the experience they deserve.

We’re proud of the trust thousands of patients have placed in us, and we’re committed to earning that trust every single visit.