Case Study: Centricity client improves online reputation and front office efficiency with Simple Interact

Author: Ravi Kalidindi
A screenshot of Google reviews claimed to improve online reputation and display

3 providers, 3 mid-levels Client since mid-2015

North Dallas ENT is one of the busiest independently-run ENT facilities in the Dallas Fort-Worth Metroplex area. They improved their efficiency and increased their online reputation by using Simple Interact’s Appointment Reminders, Patient Feedback & Online Reviews, and HIPAA Compliant Online Intake Forms.

Challenge #1:

  • Intense competition for new patients
  • Lack of insight on patient experience

Challenge #2:

  • More than 5% no-show rate
  • Many staff hours spent on manual confirmations and reminders
  • High staff count to process paper forms
  • Slow patient flow

Our solution to acquire and retain more patients:

  • Automated capture of patient feedback
  • Address negative feedback in real time
  • Obtain online reviews from happy patients
  • Optimize local search results

Our solution to increase efficiency and reduce cost:

  • Automated confirmations and reminders
  • Digitized online + tablet patient intake forms
  • Automated data push of patient entered data into patient record in Centricity


Dramatic improvement in Online reputation:

Very high number of new patients are discovering them online vs. simply looking up their names:

Impact on business bottom line and top line:

  • Reduced negative patient feedback to 1%
  • LTV (life time value) of new patients acquired or influenced every quarter due to fantastic online presence & reputation ~ $350,000


Impact on business bottom line and top line:

  • 75% appointment auto-confirm rate
  • Less than 3% no-show rate
  • 80% of new patients filling forms online before patient visit
  • 270 hours of staff time saved every quarter by automating repetitive tasks, streamlining form processing, and reducing documentation
  • ~ $50,000 per quarter in cost savings + revenue, from reduction in staff time, paper/print/ink usage, and no-shows.

Quote from Client:
Simple Interact has been one of the best financial and operational decisions we have made. It has dramatically improved our ability to attract new patients via our online presence, while also streamlining our front office processes to help us handle a high patient load.
– Dr. Allison Wyll

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