Case Study: Northeast Ohio Eye Surgeons increases recalls with Intrado Healthcare automated messaging

Northeast Ohio Eye Surgeons Increases Recalls with Automated Messaging

Northeast Ohio Eye Surgeons, a Kent, Ohio eye care practice, wanted a more effective way to reach patients for follow-up care and recalls. Instead of relying mainly on postcard reminders, the practice looked for a faster, more reliable communication method and turned to Intrado Healthcare’s automated messaging service, formerly branded as West/Televox solutions.

Intrado Healthcare implemented automated recall calls alongside postcards in a multistep outreach process, contacting patients before and after their exam due dates. The results were strong: the practice achieved a 40.8% first-call conversion rate from automated recall messages, a 104% improvement over postcard-only recalls, and up to 72% conversion in some months. Automated reminders also reduced cost per contact and helped generate additional appointments, including a 9.9% conversion rate from the 120-day past-due message.

Northeast Ohio Eye Surgeons

Michelle Hawkins

Office Manager