Case Study: Sweetgrass Pediatrics improves parent communication and response times with Rhinogram

Rhinogram Helps S.C. Pediatrics Practice Communicate the Way Parents Prefer

Sweetgrass Pediatrics, a six-location pediatric practice in the greater Charleston, South Carolina area, needed a better way to communicate with parents across scheduling, refill requests, clinical questions, and medical records. As one of the state’s largest pediatric Medicaid providers and a patient-centered medical home, the practice faced heavy demand and lacked a centralized, efficient process, while also needing to meet parents in the way they preferred to communicate. Rhinogram’s secure messaging platform helped address this challenge.

Rhinogram implemented a HIPAA-compliant, unified text messaging platform that made the office number textable, routed messages through a central inbox, and allowed staff to direct requests to the right team member. The result was faster service and better workflow: average response time dropped to seven minutes, text volume tripled from 6,000 to 18,000 texts per month, and the practice received 479 new inbound contacts in January and February 2019 alone. Sweetgrass Pediatrics said Rhinogram reduced the burden on scheduling staff without adding headcount and improved customer service overall.

Sweetgrass Pediatrics

Christopher Ollic

Director of Operations