Case Study: Orthopaedic and Neurosurgery Specialists achieves 25% reduction in clinician time and expanded patient engagement with NextGen Healthcare's PxP Portal

ONS Uses “Ask the Staff” to Expand Patient Engagement and Save Time

Orthopaedic and Neurosurgery Specialists (ONS), a multi‑site practice with 25 sub‑specialty physicians, treats complex musculoskeletal conditions that involve consultation, surgery and physical therapy. That multi‑stage care generated high volumes of patient questions and phone calls, consuming significant clinician and staff time and making it hard for patients to stay on top of their care.

ONS deployed the NextGen PxP Portal—now used by more than 62,000 patients—with an “Ask the Staff” feature for questions, prescription or PT renewals, scheduling and doctor’s notes. The portal handles more than 400 secure messages and 300 staff inquiries per month; staff respond in two to three batched sessions daily, messages are added automatically to charts, patients get faster replies, and the COO reports portal responses take less than 25% of the time required to manage the same inquiries by phone.

Orthopaedic and Neurosurgery Specialists

Sally Frank

Chief Operating Officer