Case Study: Farmington Family Practice achieves 50% reduction in call volume with OhMD's Virtual Phone Assistant

OhMD's Virtual Phone Assistant Reduced Call Volume by 50% at Farmington Family Practice

Farmington Family Practice was struggling with overwhelming inbound phone volume, frustrated patients, long hold times and ineffective voicemail setup that hurt scheduling and patient communication. To address these issues they turned to OhMD and its Virtual Phone Assistant along with OhMD’s two‑way texting to triage calls and provide alternatives to waiting on the phone.

OhMD’s Virtual Phone Assistant routed non‑urgent callers to shorter, textable options and transcribable voicemail with automated text follow‑up, reducing phone burden by 50%. Between October and January OhMD’s VPA accounted for 12,600 calls (~119 rerouted calls per business day); about 40% of those converted to the transcribable voicemail + automated text follow‑up and 10% became two‑way text conversations, shortening average contact time (50‑second voicemails vs ~4.5 minute calls) and saving staff hours daily.

Farmington Family Practice