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Ophthalmology Practice Cuts No-Show Rate in Half

Posted on Oct 23, 2017 by Alyessa D'Ewart

    Ophthalmology practice reduces no-shows by halfQUICK FACTS:
    • Eliminated 10 hours of reminder phone calls
    • Reduced no-shows by 50%
    • Saw 15% increase in payment of old accounts


    Salt Lake Retina is home to a team of three board-certified ophthalmologists specializing in diabetic retinopathy, macular degeneration, and all surgical disease of the retina. Located in the Salt Lake Valley, the team of doctors are actively involved in research regarding retina procedures and are members of several professional organizations. The practice uses only state-of-the-art diagnostic and treatment technology. They decided to implement SR Conversations so their patient communication technology was as up-to-date as the rest of their equipment.


    Marnie Crawford, clinic administrator at Salt Lake Retina, uses SR Conversations for a lot of tasks to make her day run smoothly.

    “We use SR Conversations for lots of things,” says Marnie. “We’ll text new patients to remind them to bring insurance cards, ID, and copays. If patients need to bring something to their appointment, we’ll text them before to remind them.”

    Text message makes patient communication easyFor Marnie, SR Conversations also makes it easier to help her patients find the practice, without a lengthy phone call to give directions.

    “I really like being able to drop my patients a pin, or text directions to them,” explains Marnie. “They click on the pin and it opens a map on their phone showing them how to get to our practice.”

    Not only has SR Conversations helped her make the day-to-day tasks easier, it has also saved the practice time.

    “SR Conversations has reduced our phone time almost 100 percent,” says Marnie. “We don’t do anything on the phone anymore. The only time we ever have to deal with the phone is when patients call us to make an appointment. Solutionreach does all the work for us.”

    Prior to implementing Solutionreach, the staff at Salt Lake Retina was spending about ten hours every week calling patients to remind them of upcoming appointments.

    “Instead of making calls, the staff are able to take care of patients,” states Marnie. “They aren’t distracted and are able to provide a better experience.”

    Those reminder texts have made a noticeable difference in the amount of no-show appointments the practice sees each week.

    “Our no-shows are down considerably,” explains Marnie. “We would have anywhere from 10 to 14 missed appointments a week. Now we only see five or six.”


    The biggest difference SR Conversations has made for Salt Lake Retina is in the amount of revenue broughtPractice revenue has increase significantly after using text in—especially from past-due accounts.

    “Sometimes patients with past-due balances are diffcult to get in touch with,” says Marnie. “So we’ll send them a text and a lot of times they answer.”

    The practice has seen a 15 percent increase in the revenue they receive from outstanding accounts where they haven’t received a response from the patient in over a year. They simply send a text letting them know they have a past-due balance, and ask them to call or text the practice to make arrangements.

    "This is a successful mode of communication for our patients," says Marnie. "It works out well for us."


    Although much of the communication through Solutionreach can be automated, Marnie enjoys the personal touch she can add to the text messages sent through SR Conversations.

    "We don't use a template, we customize each text for our patients," says Marnie. "It only takes a couple of seconds to draft a personal text, and we write a message based on the relationship we have with each patient."

    Marnie's patients appreciate the personalization too. They like knowing a real person is reading and responding to their texts instead of receiving automated responses.

    "Patients have let us know through their online reviews how much easier it is for them to answer a text message," states Marnie.

    With the increase in revenue, the decrease in missed appointments, and the positive online reviews, SR Conversations has helped Salt Lake Retina keep their patients happy and grow their practice.

    We'd love to show you how Solutionreach could make a difference for your individual practice. Click below to get a free price quote today. 

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    Alyessa D'Ewart

    Alyessa D'Ewart

    Alyessa D’Ewart is a content writer at Solutionreach. She holds a master’s degree in professional communication from Weber State University. Alyessa has spent the last three years cultivating her technical writing skills by creating content for a variety of platforms including marketing collateral, website pages, and corporate blogs. As an avid fan of the written word, she can usually be found curled up with a good book.

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