Case Study: Monterey Spine & Joint reduces patient response time from days to minutes with Artera

Monterey Spine & Joint Reduces Patient Response Time From Days to Minutes

Monterey Spine & Joint, a musculoskeletal specialty and physical therapy clinic in Monterey, CA that sees about 5,300 patients a month, was overwhelmed by 800–900 daily calls and a call-answer rate of just 60%. To replace slow email and portal communications and reduce phone tag, MSJ selected the Artera platform to add bidirectional text messaging tightly integrated with their EHR.

Artera’s solution enabled rapid two-way texting, automated initial replies, broadcast messaging, and image-based triage, cutting patient response times from days to minutes. As a result, 97% of patients who texted received a response within one hour, the call answer rate rose from 60% to 95%, 50% of patients switched to texting, and the practice avoided hiring two full‑time phone operators.

Monterey Spine & Joint

Jason Wilfong

Chief Operating Officer