Case Study: Pentucket Medical achieves 9.5/10 patient satisfaction and 200% online reservation growth with Experity Patient Engagement

Pentucket Medical Achieves Average Patient Satisfaction Score of 9.5 out of 10

Pentucket Medical is a multi-specialty group practice with two busy urgent care sites that struggled with scheduling management and wait-time transparency: they could not directly measure wait times, front-desk estimates were often incorrect, patients could not manage their own wait experience, and daily fluctuations hurt satisfaction. To address this, Pentucket Medical implemented Experity’s Patient Engagement solution.

Experity Patient Engagement added online reservations and real-time wait visibility, converting site visitors into patients (over 50% of “skip the wait” clicks resulted in reservations) and driving a 200% increase in online reservations over 12 months (now more than 15% of total patient volume). The program reduced cancellations by 35% (from 268 to 174), generated over $25,000 in additional annual revenue, cut average wait for reserved patients to 5:09 versus 10:43 for walk-ins, achieved wait-time accuracy within one minute, saw 68% of patients wait less than 10 minutes, and delivered an average patient satisfaction score of 9.5 out of 10.

Pentucket Medical

Garrett Bomba

Medical Director