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Case Study: Going Paperless, Improving Reputation, and Reducing No-Shows at Peoria ENT

Author: Ravi Kalidindi
A shot of the Peoria city skyline, where Peoria ENT is located, at night over the water.

Peoria Ear, Nose, and Throat is a multi-specialty private practice providing ENT, audiology, allergy, and physical therapy services to patients in Peoria, Illinois.

Their Practice Administrator, Tyler Robertson, works to ensure the business and operational side of the organization runs smoothly, which puts him in charge of implementing, managing, and auditing software solutions.

Why Peoria Ear, Nose, and Throat Relies on Simple Interact

By the time Tyler started working for Peoria Ear, Nose, and Throat, his predecessor had already implemented Simple Interact to improve the following aspects of the business:

  • Customizable reminders Because the practice offers different services and appointment types (ENT, audiology, allergy, etc.), they needed the flexibility to create customizable forms and patient reminders.
  • Patient form integration — Their previous forms solution could not integrate patient forms with Veradigm (formerly Allscripts), so front-office staff spent many hours on data entry.
  • Ratings and reviews — The practice’s locations and providers had poor ratings and lacked a positive online presence on crucial platforms like Google, Facebook, Healthgrades, and Vitals.

As Tyler learned more about Peoria ENT’s business model and processes, he investigated the ins and outs of Simple Interact while also exploring other available options. He wanted to ensure the platform was the best fit for their organization compared to others on the market. During his review, he primarily analyzed three components:

  • Functionality
  • Communication
  • Return on investment

Functionality

Tyler was looking for a solution that made sense to staff and patients and that provided the organization with the information they needed at the time they needed it. It also needed to be customizable to accommodate changes as Peoria ENT’s needs evolved.

After examining the options, Tyler concluded that “Simple Interact is offering a very functional product that fits well with our practice.”

Communication

Tyler shares that communication is the aspect of Simple Interact that impresses him most.

Specifically, he appreciates that it’s easy to reach multiple layers of the support team and that they’re very responsive to questions and requests. And, when they need further clarity, they offer to hop on a quick call to gather the required information.

Tyler also finds value in Simple Interact’s proactive quarterly reports. They provide him with useful data analytics and insightful recommendations for improvement.

Return on Investment

Tyler appreciates that Simple Interact’s solutions always support the goals and endeavors of the practice, helping them to be more effective, efficient, and resourceful. Because Simple Interact continues to be a strong business partner, the practice sees a positive return on investment.

Quote: Peoria ENT Case Study

The Powerful Impact of Simple Interact

Since using Simple Interact, Tyler and the team at Peoria Ear, Nose, and Throat have noticed the following positive changes.

Paperless Practice

After starting at Peoria ENT, Tyler set the ambitious goal of going paperless using Simple Interact. Since then, the practice has seen an increase in the number of electronic patient forms completed before arrival and a decrease in the cost of office supplies.

Currently, 92% of patients complete their forms offsite before their appointments at Peoria Ear, Nose, and Throat. This has simplified the practice’s check-in process, allowed the staff to be more prepared for each visit, and saved money on paper, toner, and other office supplies.

Better Online Reviews

Peoria Ear, Nose, and Throat has enjoyed an increase in the quantity and quality of online reviews, resulting in a positive online reputation for all providers and locations. Tyler shares that “Simple Interact has a great format that allows patients to share their positive or constructive feedback and makes it simple for the patient to leave a Google review.”

Fewer No-Shows

Since using Simple Interact, Peoria ENT has seen its no-show rate drop to 4% — which is incredible! Tyler feels confident the no-show rate will continue to drop as the practice continues to use of Simple Interact’s automated reminders.

Why Peoria ENT Recommends Simple Interact

Tyler and Peoria ENT value the measurable results they’re seeing with Simple Interact. But beyond the data, Tyler appreciates that they’ve found more than just a software tool to work with.

“With Simple Interact, it feels like a partnership. I feel they are actually invested in the success and well-being of our organization. From brainstorming process changes all the way to urgent requests, they are a partner in helping us achieve our goals and endeavors.”

If you’d like to learn more about how Simple Interact can help improve patient engagement, patient forms, and patient feedback for your healthcare organization — just like we did for Peoria Ear, Nose, and Throat — contact us to request a demo.

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