Case Study: Heartland Surgery Center saves nurse time and boosts patient engagement with Kipsu

Heartland Surgery Center - Customer Case Study

Heartland Surgery Center, one of Nebraska’s largest multispecialty ambulatory surgery centers, was spending significant nurse time on post-op status check calls. Their RNs were losing about 12.5 hours each week per 100 patients calling patients, with most calls going to voicemail, creating unnecessary phone tag and pulling nurses away from in-person care.

To solve this, Heartland Surgery Center implemented Kipsu’s two-way text messaging solution, allowing patients to receive a text in their native messaging app and respond without downloading an app or logging in. With Kipsu, Heartland reduced wasted nurse calling time by 10+ hours per week per 100 cases and increased patient response rates from 15–20% to 80–85%, while also gaining direct feedback and better visibility into patient experience.

Heartland Surgery Center

Tracy Hoeft-Hoffman

Administrator