Case Study: Desert Ridge Family Physicians achieves 25% fewer calls and improved patient communication with NextGen Healthcare

Patients Notice and Appreciate Continuous Improvement

Desert Ridge Family Physicians is a six-physician, patient-centered family practice serving about 12,000 patients with a lean staff model. Facing high call volume and the need for better, more efficient patient engagement and communication—while preparing for evolving care models—the practice sought ways to improve access, quality measurement, and workflow without adding staff.

Desert Ridge implemented a patient portal alongside its ambulatory EHR and practice management system, using reporting tools, customizable templates, and tasking functionality to integrate changes into daily workflow. The portal shifted routine communication to secure messaging, cut daily calls by 25%, improved patient satisfaction and follow-up, sustained productivity with a low staff-to-physician ratio, and positioned the practice for medical home and accountable care delivery.

Desert Ridge Family Physicians

Dan Nelson

Practice Administrator, Desert Ridge Family Physicians