How Wings Physiotherapy turns schedule gaps into between-visit care

Wings Physiotherapy is an insurance-based, specialty women's health and pelvic health practice — two locations, five clinicians, and a one-on-one model. Not an enterprise clinic, and not built to absorb enterprise software.

In pelvic health, the hardest part of care happens between appointments. The practice was working against six things at once:

• Home program adherence — staying consistent with exercises between sessions is hard
• Symptom tracking — meaningful pelvic-health signals went uncaptured between visits
• Sensitive communication — this work needs trust, privacy and a personal touch
• Access limitations — travel and scheduling made in-person follow-up difficult
• Continuity — gaps between visits slowed momentum and stalled progression
• Sustainability — any answer had to avoid adding to clinician burnout

Declining reimbursement sharpened all of it. The between-visit work the team was already doing wasn't being captured or paid for.

RTM sized for a specialty practice

What made RTM workable was that it didn't arrive as enterprise infrastructure. Instead of rigid workflows and an IT-heavy setup, the practice got a flexible fit for its specialty model, guided patient onboarding that happens in clinic, and pelvic-health-aware touchpoints — including the ability to request that a specific exercise be added to the library.

A repeating remote care loop

The programme runs as four layered touchpoints that repeat between every visit: educate with guided home exercise programmes and patient education, check in through regular remote touchpoints, track symptoms and outcomes over time, then reinforce by adjusting the plan to keep momentum.

Choosing the right patients

The practice starts with patients who benefit most — those with a home programme to maintain, symptoms worth tracking, long gaps between visits, comfort using an app, and motivation to stay engaged. RTM is prescribed at the visit as a natural extension of the care plan, patients are onboarded before they leave the clinic, and expectations about check-ins and progress are set up front.

Turning cancellations into productive time

Because Wings runs one-on-one care, a single cancellation leaves a real hole in the day. That opening now becomes an RTM block: reviewing adherence and symptom trends, messaging patients, completing monitoring and documentation, and capturing billable RTM time.

Across March 2025 to June 2026, the practice's RTM programme on EverEx recorded:

• 205 patients registered — more than 200 patients connected to care between visits
• 22 active RTM episodes — 18 new and 4 returning
• 93 days average per episode, indicating long-term continuous monitoring
• 58 minutes average monitoring time per episode, supporting monthly RTM billing
• 71% onboarding rate — patients who reached their first exercise
• 75.5% average exercise performance across active episode days
• 1,570 messages exchanged between patients and the care team

The mechanism behind the billing is straightforward: EverEx tracks the six RTM CPT codes and generates billing reports, with a full billing cycle taking roughly a month. Reimbursement varies by payer, plan and documentation.

Figures reflect one practice's reported experience over a defined window and are not a projection for any other organisation.

RTM is now a standing part of the pelvic health pathway at Wings rather than a pilot, used both to hold continuity between visits and to recover productivity when the one-on-one schedule breaks.

Emily Reul's advice to other clinics evaluating RTM is blunt about the economics: if you have the right payer mix, it is worth doing.