Eyecare Services Partners Unifies Patient Communications Across 60+ Locations

How an enterprise eye care group improved patient engagement, reduced call center volume, and increased appointment utilization with Solutionreach
 

Executive Summary 

Managing patient communication across multi-location eye care practices is complex.

For Eyecare Services Partners (ESP), a national vision care enterprise, rapid growth strained disconnected systems and manual workflows. Reminders, recall, and newsletters varied by location. Corporate lacked visibility. Practices lacked simplicity. 

ESP needed a scalable patient engagement platform for enterprise eye care that could centralize communication while preserving local flexibility.

With Solutionreach — integrated directly with NextGen EHR — ESP standardized patient engagement, reduced no-shows, lowered call volume, and gained enterprise-wide insight without disrupting clinical operations.

Organization Snapshot 

Type: Enterprise Eye Care Organization
Providers: 200+
Patients: 100,000+
Specialties: Optometry, Ophthalmology, Surgical Services
EHR: NextGen 

Results at a Glance (2025) 

7.4M+ total messages sent

3.3M messages in Q4 alone

83% delivered via email

~16% focused on recall outreach 

Messaging volume tripled from October to December as adoption expanded across locations. 

→ Significant growth in automated patient communication across all 60+ locations 

The Challenge: Scaling Patient Communication Without Operational Strain

As ESP expanded, managing patient engagement across multiple eye care locations became increasingly difficult.

They faced: 

• Rising no-shows 

• Missed recare opportunities 

• High call volume 

• Manual, repetitive workflows 

• Limited visibility across locations 

Corporate leaders needed standardization and enterprise reporting.
Practices needed simpler workflows — not additional tools.

The Solution: One Platform, Enterprise Control 

ESP consolidated appointment reminders, recall campaigns, two-way texting, newsletters, and reporting onto Solutionreach’s patient engagement platform for eye care organizations.

“Instead of using a variety of single-function tools, we wanted one unified platform that could handle reminders, recall, texting, newsletters, and more. That’s why we chose Solutionreach.”
— Kyle McKinnon, Vice President of Growth Marketing 

Because Solutionreach integrates directly with NextGen EHR, ESP standardized workflows without disrupting clinical operations. As new locations joined, communication remained consistent. 

Key Outcomes 

Fewer No-Shows. Better Utilization. 

Automated reminders and two-way texting made it easy for patients to confirm or reschedule, reducing schedule gaps. 

Lower Call Center Strain. 

Patients text the practice’s main number instead of calling, decreasing inbound volume and easing pressure on centralized teams. 

Stronger Recall Performance. 

Centralized recall campaigns improved reporting and brought patients back for annual exams and preventive care. 

Enterprise Visibility — Without Micromanagement. 

Corporate teams gained insight across locations through standardized templates and reporting. Practices retained day-to-day flexibility. 

Why Enterprise Eye Care Groups Choose Solutionreach

Multi-location vision care organizations need scalable patient communication software that supports both corporate oversight and local workflows.

Solutionreach helps enterprise eye care organizations:

• Standardize patient communication across locations

• Integrate seamlessly with NextGen EHR

• Reduce call center strain and front-desk workload

• Improve appointment utilization and recall rates

• Gain enterprise-wide visibility into patient engagement performance

Looking to standardize patient communication across your eye care organization?

👉 Request a demo of Solutionreach and see how enterprise eye care groups simplify engagement without adding complexity.