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Clinic Thrives During COVID-19 Thanks to Telehealth

Pierini Esthetic Surgery is a top-of-the-line cosmetic surgery clinic located in Miami, FL. Once COVID-19 hit, everything shifted for this usually-busy practice and they were forced to close their doors. They turned to SR Telehealth to keep things going.

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Summary

Pierini Esthetic Surgery is a top-of-the-line cosmetic surgery clinic located in Miami, FL. Once COVID-19 hit, everything shifted for this usually-busy practice and they were forced to close their doors. They turned to SR Telehealth to keep things going. Today, they are back in the office, but continue to integrate remote visits for the safety and convenience of patients and staff alike.

Case Study

pe1Running a successful esthetics practice requires a unique set of skills and processes—and this has been especially true during the COVID-19 pandemic. Pierini Esthetic Surgery is a top-of-the-line cosmetic surgery clinic located in Miami, FL. With six providers and 20 staff members, they are usually a busy, bustling place. But as COVID-19 hit, their practice was closed immediately.

Angelica Pierini, the organization’s director of marketing, explained, “It’s been a little bit hard. Because we are an elective care specialty, we were required to shut down completely. We had to cancel procedures, stop appointments…it’s just a little bit of a mess.”

Previously seeing up to 40 or 50 people in the office each day, Angelica knew she needed to do something fast—and telehealth was the obvious choice. After looking around for options, she discovered that Solutionreach had recently released SR Telehealth. Angelica said she didn’t even hesitate. “Since we had already been customers of Solutionreach since 2012, we trusted them and felt confident that they could provide the solution we needed.”

She really loved how simple the process was—especially that there was nothing for the patient to download or install. She explained, “The easier it is for the patient, the easier it is for us.”

Once SR Telehealth was implemented, things started moving again. Angelica estimates that somewhere between 40 and 50 percent of current revenue can be attributed to their telehealth usage. This is because, even though they are a surgical center, there were a large number of appointments that could be done remotely. Surgeries require a huge number of pre-op and post-op visits as well as consultations with the surgeons. These were easily completed remotely. And although the office is no longer fully shut down, around 75 percent of these visits are now taking place via SR Telehealth.


Many of Pierini Esthetic’s patients live far away from their location in Miami, Florida. Due to the good reputation of their surgeons, patients often drive great distances to visit their clinic. This has made the transition to remote visits very welcome. In fact, she has been surprised at just how quickly patients jumped into using telehealth. She thought that there might have been more resistance. “Patients like it. When we suggest meeting virtually, they were happy to do so.”

And it’s not just the patients who have loved the shift. Practitioners have found that appointments are taking less time than expected. “There are no distractions and patients get right to the point. We have been able to shorten our doctors’ consultation time,” Angelica explained. On average, each telehealth visit is taking about 15 minutes less time than in-person visits. This has led to a saving of up to four hours each week and the opportunity to see more patients.

“In addition to saving time, I estimate that we can see about five more patients a day using telehealth,” Angelica explained.

She shared that it took a little bit of time to adjust their workflows and processes but once they got through the learning curve, it has been so simple and easy.

“I definitely see us sticking with it, even after the pandemic ends. The doctor likes it. I thought the staff members might be more hesitant about using it but it’s been very smooth. This is something we will be using for a long, long time.”
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