Case Study: Fairfax Pediatric Associates improves patient response times with Xima Software

Accelerating Response Times and Delivering Better Patient Experiences

Fairfax Pediatric Associates, a pediatric healthcare provider in Northern Virginia, faced challenges with an outdated phone system that led to excessive patient call wait times, dropped calls, and inefficient call routing. This negatively impacted the patient experience, especially during a period of increased demand. To modernize its communications, FPA partnered with vendor Xima Software to implement its contact center platform.

By integrating Xima's solution, FPA streamlined all patient communications, gaining features like queue callback and detailed reporting. This significantly reduced wait times and eliminated dropped calls, greatly improving the patient experience. For staff, Xima Software provided real-time analytics and reporting tools, giving supervisors insights to optimize productivity and allowing employees to track their performance, ultimately enabling them to focus on delivering high-quality care.

Fairfax Pediatric Associates

Sean Murphy

IT Manager