Case Study: Makovicka Physical Therapy achieves 63.45x ROI and boosts patient retention with WebPT Reach

Streamlined Patient Engagement Enhances Revenue and Satisfaction at Makovicka Physical Therapy

Makovicka Physical Therapy, founded by Joel Makovicka and Natalie Harms, has grown to 11 outpatient clinics across Omaha and Lincoln with nearly 100 staff. Rapid expansion exposed weaknesses in their patient-satisfaction tracking—methods were time-consuming and provided limited, actionable insight—so leadership sought a patient relationship management solution that would integrate with their WebPT EMR, be easy to use, and generate meaningful patient feedback.

They implemented WebPT Reach with minimal training and seamless EMR integration, automating NPS surveys and targeted outreach. In the first 10 months Reach delivered 1,400+ completed surveys and 90 local reviews, reactivated 67 patients (≈$32,940), increased average visits per case by 1.78 (≈$257,103 in added revenue opportunities), reduced attrition, improved patient experience, and produced a 63.45x ROI.

Makovicka Physical Therapy

Dan McCutchen

Chief Compliance Officer