Case study for mtrack
Nephrology Associates - Improved Office Efficiency And Patient Communication With mtrack

Nephrology associates - Profile

Nephrology Associates is a group of seven (7) physicians surgeons specialized in nephrology. They have additional administrative and medical staff. This practice is based in Winston-Salem, North Carolina. They serve patients from all over the state as well as from neighboring states. The physicians of this practice have been serving the community for a long time.

This practice is very well known and has an established patient base which is ever-increasing.

Nephrology Associates wanted to control their no-show rate, and get appointment confirmation from as many patients as possible. They were looking for ways to continue to notify their patients of their upcoming appointments without having their staff spending valuable time on the phone as their group is very busy, and there were days when the staff was unable to reach every patient over the phone.

Solution

Nephrology Associates was an existing client of mrecord and were outsourcing their transcription management services to mrecord.

Upon learning of the various problems of no-shows and patient communication, mrecord proposed the group use their mtrack Appointment Confirmation Services. As they have been mrecord's existing customer, they were well aware of the superior quality of services. Following a meeting with the company's representative, the practice subscribed to mtrack Appointment Confirmation services.

mtrack appointment confirmation services would call every patient two days prior to their appointment as well as gave a reminder call on the day of the appointment. mtrack's live agent would answer any and all questions to the patients' satisfaction. There were certain specific information that the practice wanted conveyed for particular appointment types, and this was easily customized.

Results

§ The staff at the practice was free to perform other essential tasks for the patients and physicians. The practice met its goal of ensuring patients came in for their scheduled appointments.
§ The patients adapted well to the entire process and were comfortable with mtrack agents.
§ All appointment confirmation calls are made every day, and the no-show rate has drastically dropped. Although the patient base for this group continues to increase, no additional staff has been hired for this task of making appointment confirmation calls.
§ The practice has realized that mtrack had a positive effect on their bottomline with reduced no-shows, reduction in administrative costs, and quicker reimbursements.

The physicians at Nephrology Associates are pleased with mtrack and trust the healthcare management services offered by mrecord.