Process Consistency Project Identifies $1.2M in Cost Savings for Canadian Physiotherapy Provider

One of Canada’s most trusted physiotherapy clinics with over 230 physiotherapy and rehabilitation locations across the country

Annualized Cost Savings Identified
Head Office Relocation Savings Identified


As the demand for health and rehabilitation services grew in Canada, processes within head office and across the organization’s clinics had become inconsistent and inefficient, resulting in increased operational costs. The organization needed to reduce these costs and improve operational functions to ensure scalability for growth.


TPG was brought in to conduct an accelerated 4-week assessment to create a plan to optimize operations through efficiencies and standardization across the Head Office, Call Centre, and Clinics. By mapping the organization’s current processes, we defined areas to improve cycle time, reduce costs, and resolve outstanding operational issues.

Our team identified 10 initiatives that could be executed over an accelerated 4-month roadmap. Listed below are 5 of the 10 initiatives that would drive operational excellence and create sustainability:

  • Roles and Responsibilities – Defining and gaining alignment on role clarity, accountability, time constraints, hand-off dependencies and the necessary training and support functions required to realize the growth objectives
  • Payroll/Billing Process Optimization – Implementation of a CRM to reduce manual rework and intake errors. Standardization of direct billing, payment timelines and alignment to the new approval process
  • Inventory Management – Implementation of an inventory management system (IMS) to resolve tracking issues, excessive fee codes, and redundant entries
  • Systems Analysis – Automation of repetitive manual tasks through system integration solutions
  • Head Office Relocation – Analysis of current state head office expenses to significantly reduce SG&A expenses through relocation

Value Created

As a result of this cross-functional assessment, our client understood the opportunities and financial benefits and initiated the appropriate infrastructure to support their current and projected growth objectives:

  • $1.2M in annual cost savings identified
  • $2.6M in savings identified from head office relocation

Join our list of satisfied clients