Case Study: Gwinnett Center Medical Associates cuts daily phone calls by 80% and boosts patient access with eClinicalWorks

Gwinnett Center Medical Associates - Customer Case Study

Gwinnett Center Medical Associates is a four-provider primary care practice in suburban Atlanta that was overwhelmed by patient demand—seeing about 130 patients a day and receiving more than 500 phone calls daily—which made it difficult to manage scheduling and provide timely in‑office care. The practice needed a way to serve patients seeking appointments and information without disrupting visits or staff workflow.

The office implemented eClinicalWorks patient engagement tools—Patient Portal, online appointment booking, healow apps, and Messenger campaigns—and actively promoted them to patients. Within a year the practice cut daily phone calls by about 80% (from over 500 to roughly 100), sped up lab result delivery, increased screening compliance (e.g., mammograms), improved provider workflow, and gave patients more convenient, secure access to their health information.

Gwinnett Center Medical Associates

Shari Crooker

Registered Nurse and Office Manager