Case Study: Family Practice Associates of Lexington achieves 22% drop in call volume and eases support-staff burden with OhMD

Two-way patient texting slashes call volume at Kentucky family practice

Family Practice Associates of Lexington, a busy 24-provider practice seeing over 500 patients per day, struggled with “round robin phone tag” as support staff spent hours leaving voicemails about lab results, referrals, bills and returned mail with few callbacks. To solve this communication bottleneck, the practice implemented OhMD’s HIPAA-compliant text messaging, plus OhMD video links and eForms.

Using OhMD, FPA cut average weekly call volume 22% (from 554 to 348 in four months), cleared inboxes faster, and avoided patients driving back to sign consent forms that previously occurred 3–5 times daily at each location by sending eForms. OhMD’s texting improved delivery and engagement (98% of texts read vs ~20% of unfamiliar-number calls answered), streamlined telehealth connections, reduced paper costs, and materially lightened staff workload.

Family Practice Associates of Lexington

Virginia Burberry

Director of Clinical Education