Case Study: Palmetto Gastro & Hepatology achieves faster patient communication and fewer voicemails with Klara

Transforming Patient Engagement by Embracing Two-Way Messaging

Palmetto Gastro & Hepatology, a gastroenterology practice in the Central Savannah River Area, faced inefficient workflows, high call volumes and a growing voicemail backlog that hindered patient communication. To address these challenges they implemented Klara's two-way messaging platform to modernize how patients and staff connect.

Using Klara, the practice deployed two-way messaging, call-to-text and digital forms to triage requests faster and reduce phone overload; staff say some requests now take seconds instead of hours. The change simplified workflows, improved response times and patient satisfaction — with 41k+ messages sent, 3k+ patients using Klara, 1.4k+ patients opting for call-to-text and 1k+ forms completed.

Palmetto Gastro & Hepatology

Sabbaak Waraich

IT Lead