The integration into our EMR is so seamless, I now get full context on what my patients are calling about and can spend more time on providing care and less on tracking down a transcript, logging into another app, or getting alerted about something that should never have come to me
Dr. Richard Ruh, M.D.
Physician
About Orchard Park Family Practice
Orchard Park Family Practice has been servicing patients and their families in the Western New York Community for over 64 years. This independently owned practice has a provider team with a combined 100+ years of medical experience serving thousands of patients in Western New York.
The Challenge
To provide a superior patient experience across their diverse patient base, OPFP dedicates significant resources to patient communication and being available at all hours of the day. They relied on a series of external call center solutions for after hours support, and busy times during the day, especially around office opening and closing, frequently overwhelmed available staff able to assist on the phones. This led to a constant struggle and backlog of patients waiting on hold and navigating complicated menus for common requests like appointment changes and prescription questions and otherwise taking up resources away from patient care.
The Solution
Clark Street presented the perfect solution to simplify their call operations and give their team time back to focus on patient appointments and clinical guidance, while saving them money.
We recommended a phased approach, and they began with a gradual adoption of custom AI agents for their after hours calling. This ensured patients were able to reach a dedicated line and connect with the on call provider for urgent issues. They eventually expanded use across:
- After hours patient calls
- During the day call routing
- Nurse line support
The team was able to go live in under a week and add and modify their agents month to month.
The Result
Within two months of going live, OPFP was able to see measured improvement in patient satisfaction and providers received 50% less mis-directed alerts while on call. They were also able to quickly adopt additional line support, dropping hold time on their main line to zero.
“The integration into our EMR is so seamless, I now get full context on what my patients are calling about and can spend more time on providing care and less on tracking down a transcript, logging into another app, or getting alerted about something that should never have come to me”
Clark Street Health also provided the team with a much more detailed view of patient experience and control over their call operations. This included the ability to run post call surveys and ensure a high quality of care, updating their messaging around billing changes, and including seasonal and holiday messaging to manage hours changes. The team also saved significant resources and was able to reduce spend on external vendors for call center support.