Case Study: OrthoIllinois achieves increased patient satisfaction and response rates with Artera’s multi-appointment view

Multi-Appointment View Increases Patient Satisfaction & Engagement

OrthoIllinois, a multi-specialty orthopedic provider (200 providers, 21 locations), was losing patient satisfaction because same-day patients with 4–5 appointments received multiple separate reminders from their previous vendor, creating confusion and frustration. To solve this, OrthoIllinois partnered with Artera.

Artera implemented a customized “multi-appointment view” and automations integrated with OrthoIllinois’s eClinicalWorks EMR so patients receive one consolidated text showing their full schedule. The change lifted patient satisfaction (NPS 69.2), boosted patient response rate to 83% (above Artera’s benchmark), and improved patient retention and acquisition; staff report the automations have worked so well “they haven’t changed one since 2019.”

OrthoIllinois

Traci Owens

EHR Administrator, HIPAA Privacy Officer, Worker’s Compensation Manager