Recently, we hosted a fireside chat with Palak Shah, PT, Co-Founder & Chief Clinical Officer at Luna Physical Therapy, the leading in-home, tech-enabled physical therapy platform. With more than 1.2M+ visits completed, 85,000+ patients served, and a 99.7% satisfaction rate, Luna is redefining what modern, responsive healthcare looks like.

Palak brought a wealth of insight from her 15+ years of clinical experience and leadership, sharing how Luna balances technology, clinician autonomy, and human connection to transform the patient experience.

Below are the top takeaways from the conversation, plus the webinar recording.

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Watch the Recording:

Key Takeaways from the Discussion

1. Focus Wins

Luna’s success is built on doing fewer things, but doing them exceptionally well. By concentrating solely on in-home physical therapy, the company has been able to deliver consistent, high-quality results at scale.

2. Technology as an Enabler

Technology isn’t the star of the show, it’s the support system. At Luna, tech streamlines scheduling, compliance, data access, and communication, freeing PTs to focus on what they do best: patient care.

3. Balancing Supply and Demand

Scaling required Luna to perfect the patient-to-PT ratio. The team started with metro markets to ensure reliability and leveraged partnerships to expand patient access strategically.

4. Clinician Autonomy Drives Retention

Luna gives therapists the flexibility to decide how much they want to work, respecting individual professional goals and reducing burnout. This autonomy, paired with strong community support, fuels clinician loyalty.

5. Leading with Human Decisions

Palak emphasized that Luna resists the “because it’s always been done that way” mindset. Every decision is filtered through the lens of improving the patient experience, not just optimizing business metrics.

6. Building Community and Education

From local meetups to digital education sessions, Luna invests in creating meaningful community among PTs. Their therapist acquisition team—made up of PTs themselves—builds trust and strengthens relationships.

7. Tech as a Tool, Not a Replacement

Automation reduces admin burden and compliance errors, but it never replaces clinical decision-making. Luna keeps ethics and patient experience at the center of their digital-first approach.

8. Leadership Lessons

Palak underscored the importance of communication, embracing mistakes, and prioritizing completion over perfection. Leaders don’t need to be experts in everything, they need to foster clarity and alignment.

9. Advocating for the Profession

Looking ahead, Palak sees physical therapists taking on larger roles in value-based care and even edging closer to primary care functions. Addressing systemic challenges such as debt, reimbursement, and sustainability will be key to advancing the profession.

Final Thoughts

The conversation with Palak Shah underscored a powerful truth: scaling healthcare isn’t just about technology, it’s about people. By empowering clinicians, putting patients first, and letting mission drive decisions, Luna has created a model that others in healthcare can learn from.

If you missed the live session, be sure to catch the recording above to hear Palak’s insights firsthand.

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