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Case Study

Southern Bone & Joint Specialists: Streamlining Patient Communication with Kyruus Health Patient Messaging

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Southern Bone & Joint Specialists, a leading orthopedic practice in Alabama with 36 providers across multiple locations, aims to deliver personalized, high-quality care. Recognizing the increasing preference for digital communication, they implemented Kyruus Health Patient Messaging, to their existing Kyruus Health Check-In solution, to enhance patient engagement and streamline workflows.

THE CHALLENGE

Prior to Patient Messaging, the practice faced challenges with high call volumes, leading to long wait times and inefficient staff utilization. A significant number of “first attempt” calls make to patients resulted in voicemails, wasting staff time and indicating a disconnect between patient preferences and communication methods. Most patient communication focused on appointment rescheduling, location details, referral management, and reminders to bring results to appointments.

THE SOLUTION

Southern Bone & Joint Specialists added Kyruus Health Patient Messaging to their Kyruus Health Check-in solution to provide a secure, two-way communication channel. This allowed them to address patient inquiries digitally within their existing Admin Toolkit to reduce phone call volume, and free up staff for high-value tasks.

“In today’s digital age, patients increasingly expect to communicate with healthcare providers through convenient and accessible channels. Kyruus Health’s Patient Messaging platform offers a solution that aligns with these expectations, facilitating efficient and effective communication with our patients. This modern approach not only streamlines the communication process for our staff but also enhances patient engagement and satisfaction.”

– Scott Griffin, Chief Executive Officer at Southern Bone & Joint Specialists

THE IMPACT

The implementation of Patient Messaging at Southern Bone & Joint Specialists resulted in significant improvements:

Reduced Call Volume & Enhance Staff Efficiency

An average of 50 fewer patient phone calls per day, alleviating pressure on the call center and reducing wait times for patients who still prefer phone communication. This decrease allowed staff to focus on more high-value tasks.

Significant Time Savings

More than two hours of saved staff time daily, based on average call length. This time savings translated to increased productivity and the ability to address more patient needs within the same timeframe.

Streamlined Workflows & Quick Adoption

Patient Messaging integrates with athenahealth EHR, demonstrating its compatibility with existing systems and workflows. This seamless integration minimized disruption and facilitated quick adoption by staff.

Bridging the Digital Divide

Helped to align communication with current patient expectations, and lessened the amount of unanswered phone calls. This addressed the growing preference for digital communication and ensured that patients could easily access information and support. By offering a digital alternative, the practice catered to a wider range of patient preferences.

“The call center staff loves it; they prefer the brevity of the text messages to the phone calls.” Scott Griffin, Chief Executive Officer at Southern Bone & Joint Specialist

LOOKING AHEAD

Southern Bone & Joint Specialists plans to further integrate Patient Messaging into their clinical workflows. The practice envisions Patient Messaging becoming their primary communication tool, surpassing traditional phone calls. Southern Bone & Joint Specialists has also begun implementation for Kyruus Health online schedule.

“I believe that Patient Messaging, rather than the telephone, will eventually become our primary method of communication with patients.” Scott Griffin, Chief Executive Officer at Southern Bone & Joint Specialists

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