For practices like Seaview Orthopaedics, “healthcare” can get in the way of patient care. Seaview’s growth was booming, but behind the scenes, manual calls and mountains of paper intake forms led to crowded waiting rooms and lost patients. It was time for a change.
“We wondered, how many new patients did we lose by not calling them back soon enough?” said Micheal Gibson, Director of Marketing, Business Development, & Patient Engagement.
New patients needed to email for an appointment, while existing patients were routed to voicemail to cancel or reschedule. Staff members budgeted hours each week to respond to emails and manually transcribe voicemails, but patients inevitably fell through the cracks.
As demand for their expertise grew, Seaview needed a modern solution that wouldn’t inhibit their growth. Staff noticed changes immediately after implementing Luma.
“Right away, our staff was able to spend more time with patients and less time on the phone. We had been considering adding more FTEs for manual tasks, but that wasn’t necessary anymore,” said Christina Flaherty, Seaview’s Director of Project Management.
Patients now schedule and change appointments in real time from their phones. The integration with Seaview’s eClinicalWorks EHR means staff see updates right in the clinic schedule – without manual transcription.
Appointment day for each patient has transformed, too.
Before Luma, patients needed to complete intake forms specific to their conditions in person while waiting for their providers. Now, bottlenecks in Seaview’s waiting rooms have virtually disappeared now that patients complete paperwork from home.
“Patients love how simple things are now. They appreciate how we send the intake forms before their appointment, instead of using up so much time in the waiting room,” said Gibson.
Seaview now has no problem welcoming in a higher volume of patients, thanks to their new automated processes, even converting former waiting room space into additional physical therapy rooms. In just five months, they earned over $765,000 ROI from increased patient volumes.
“I never thought that intake forms could be an easy process, especially because there are so many complexities in orthopedics,” said Flaherty, “With Luma, we now can focus on next-level growth.”