#United States #Atlanta #Switchboard #Georgia Eye Partners #Patient Sentiment

Enhancing Patient Care: Georgia Eye Partners' Transformation

In a groundbreaking advancement in healthcare operations, Georgia Eye Partners (GEP) has recently showcased impressive improvements in patient sentiment, achieving a remarkable 52% boost through a pioneering partnership with Switchboard, MD. Situated in the heart of Metro Atlanta, GEP has been a cornerstone in providing exceptional medical and surgical eye care for over 25 years. This success story highlights how GEP overcame staffing shortages and voicemail inefficiencies by leveraging AI-driven solutions within their operations.

The Challenge

As one of the leading affiliates of EyeSouth Partners, GEP faced mounting challenges that surfaced from staffing shortages exacerbated by high patient demand. The inundation of voicemail messages created significant backlogs, making effective communication with patients nearly impossible. Kimberly Monroe, Director of Clinical Process at EyeSouth Partners, expressed the critical need for efficient voicemail management, emphasizing that with limited staff and high patient demand, staying on top of voicemails became nearly impossible. This situation posed risks for patient satisfaction and care quality, necessitating a transformation in their operational strategy.

The Implementation of Switchboard, MD

The game change came with the implementation of Switchboard, MD's HIPAA-compliant voicemail functionality integrated within their contact center solution. This innovative tool automates essential tasks including patient record matching, voicemail transcription, summarization, and even sentiment analysis. The results were transformative—over a mere ten-week pilot period, the practice saw a significant reduction in voicemail backlogs, allowing staff to focus more on meaningful patient interactions rather than administrative overhead.

Not only did the operational enhancements result in a 70% faster resolution of patient requests, but it also fostered a more satisfying experience for both patients and healthcare providers.

The Results

The impact of these changes was immediate and profound. With the effective management of voicemails, GEP has reported improved patient sentiments and satisfaction levels. Patients expressed appreciation for the responsiveness and care they received. Monroe highlighted that the transformation not only alleviated the burden on staff but also instilled a renewed sense of accomplishment among technicians.

Our patients are more satisfied, and our technicians feel a greater sense of accomplishment with a cleaner inbox, Monroe noted. This alignment between patient needs and operational efficiency serves as a testament to the power of integrating technology in healthcare.

Future Plans

Encouraged by the success of the pilot program, both Georgia Eye Partners and EyeSouth Partners are enthusiastic about rolling out the expanded capabilities of Switchboard, MD across all clinic locations and affiliates. This expansion is poised to revolutionize their entire contact center operations, allowing staff to manage an increased volume of patient interactions while enhancing the focus on patient-centered care.

About Georgia Eye Partners

Georgia Eye Partners stands as a trusted multi-specialty group practice dedicated to delivering high-quality ophthalmic care. With board-certified ophthalmologists and optometrists across ten locations, GEP continually strives for excellence, helping patients achieve clear and healthy vision and adapting to advancements that improve care delivery.

About Switchboard, MD

Switchboard, MD operates under a mission to prioritize human connection in healthcare, using physician-led artificial intelligence to enhance patient engagement and streamline processes. By addressing inefficiencies and enhancing workflows, Switchboard, MD stands out as a leader in transforming healthcare communication and operations, ultimately aiming for better patient outcomes and reduced burnout among providers.

Their partnership with GEP exemplifies a successful collaboration, proving that innovative technology can significantly uplift patient care experiences. As GEP prepares for the next phase of this transformation, it serves as an encouraging blueprint for other healthcare institutions facing similar challenges.