Case Study: Coastline Orthopaedic Associates cuts call abandonment by 63% with OhMD

Coastline Orthopaedic Associates cuts call abandonment by 63% with OhMD

Coastline Orthopaedic Associates, an orthopedics practice in Orange County, faced a major challenge with its overwhelmed call center. High call volumes led to patients frequently abandoning calls after long holds, which risked lost revenue and patient attrition. Staff were also burdened by repetitive scheduling tasks that consumed hours each day. To address this, the practice turned to the vendor OhMD for its patient communication and texting solutions.

OhMD implemented its texting and call deflection tools, including automated text workflows and two-way messaging. This solution allowed patients to move from holding on the phone to texting for common requests like scheduling and refills. The results were significant: Coastline cut its call abandonment rate by 63% and reduced average patient wait times by nearly half. OhMD enabled the practice to manage patient communication far more efficiently without needing to hire additional staff.

Coastline Orthopaedic Associates