Cardiology
Case Study / Healthcare
A Cardiology Practice Boosts Capacity by 35% and Slashes No-Shows with MyOutDesk’s Virtual Support
Who we worked with on the challenge
A bustling cardiology practice with three locations in a major metropolitan area, was facing a pivotal moment in its growth trajectory. While the practice had built a strong reputation for clinical excellence, it was struggling to manage its rapid growth effectively. High no-show rates were impacting revenue, and the administrative team was overwhelmed with the volume of patient inquiries and care coordination tasks.
What the client needed
The managing partner of the practice described the situation:
“We were victims of our own success. Our patient volume was growing, but our administrative infrastructure couldn’t keep up. We were losing revenue due to no-shows, and our staff was stretched thin trying to manage patient communications and care coordination. We needed a solution that would allow us to scale efficiently without compromising on care quality.”
How MyOutDesk helped
To address these challenges, the cardiology practice partnered with MyOutDesk Healthcare Admin Support to implement a comprehensive virtual support system for administrative tasks and patient engagement. The implementation was designed to tackle three key areas: scheduling efficiency, patient preparation, and follow-up care.
The first phase focused on revolutionizing the scheduling process. A MyOutDesk virtual scheduling team was implemented, armed with a scheduling platform. This team:
- Managed all appointment scheduling and rescheduling requests
- Implemented a smart reminder system that sent personalized reminders via the patient’s preferred communication method (text, email, or phone call)
- Conducted proactive outreach to patients identified as high risk for no-shows
- Managed a waitlist system to quickly fill any canceled appointments
The second phase centered on enhancing patient preparation for appointments. MyOutDesk virtual pre-appointment education team was established to:
- Provide patients with detailed information about their upcoming procedures or tests
- Ensure patients completed necessary pre-appointment tasks (e.g., fasting before blood tests, stopping certain medications before procedures)
- Answer any questions or concerns patients had before their appointments
- Collect updated medical history and medication information to streamline the in-person visit
The final phase involved creating a MyOutDesk virtual follow-up care team. This team was responsible for:
- Conducting post-appointment check-ins to ensure patients understood their care plans
- Coordinating necessary follow-up appointments or referrals
- Monitoring patients’ adherence to treatment plans and providing support as needed
- Identifying and escalating any concerning symptoms or side effects to the clinical team
Results
The impact of these changes on the cardiology practice’s operations was significant and immediate. Within three months of full implementation, the practice saw a 28% decrease in no-show rates. The scheduling system and proactive outreach were particularly effective in reducing missed appointments, especially for high-risk procedures like stress tests and echocardiograms.
The improved scheduling efficiency, combined with the reduction in no-shows, allowed the cardiology practice to increase its appointment capacity by 35% without adding additional clinical staff or extending office hours. This not only drove revenue growth but also improved access to higher quality of care.