Case Study: Legacy Community Health achieves streamlined multi-site scheduling and improved patient engagement with Clearwave Scheduling

Leveraging Technology in Your Patient Engagement Strategy

Legacy Community Health (LCH) is a full‑service Federally Qualified Health Center in Houston with over 200 providers across 14 specialties and 15 locations. Facing highly complex multi‑specialty scheduling, paper‑based rules, growing call volumes, high agent turnover and training costs, LCH needed a digital patient access solution that would handle referral/insurance rules and improve patient satisfaction. They engaged Clearwave, implementing Clearwave Scheduling and its Digital Patient Access Platform (DPAP) with the SchedLogic™ matching algorithm.

Clearwave centralized LCH’s business logic, automated complex scheduling workflows, and added online and IVR self‑scheduling in English and Spanish, plus website scheduling links and improved call‑center triage. As a result of Clearwave’s solution, self‑scheduling rose (especially after hours and last‑minute), no‑shows and cancellations fell, “Never Booked” slots decreased, reimbursement rates increased, staff productivity improved and one full‑time equivalent (FTE) was reallocated from training duties.

Legacy Community Health

Criztal Franco

Director of Patient Access