Enhancing patient engagement and practice efficiency with NextPatient

Facing mounting challenges in a growing practice

Complete Health Partners is a multi-specialty practice dedicated to urgent care, primary care, and sports medicine across two locations.

As its patient volume grew, so did the complexities of managing appointments and patient flow. The front desk team was overwhelmed by high call volumes and the burden of manual processes, including managing check-in forms and phone scheduling. Patients frequently experienced long wait times and frustration, while staff felt stretched thin — an untenable situation that impacted the quality of care and operational efficiency.

"The phones just became completely untenable for scheduling," said Nathan Clark, Operations Specialist at Complete Health Partners, "so we needed something that would allow patients to self-schedule online and free up the front desk."

Recognizing the importance of embracing digital tools, Complete Health Partners sought a solution that could modernize their patient engagement, reduce administrative burden, and improve overall satisfaction.

To meet these challenges head-on, the practice partnered with NextPatient, an athenahealth Marketplace partner.

Empowering staff and patients through NextPatient

Since Complete Health Partners were already using athenaOne, NextPatient’s seamless integration reduced duplicate data entry for staff, unified patient records, and automate all its scheduling needs.

They introduced online self-scheduling, digital check-in, automated waitlist management, and urgent care online queuing. Patients enjoyed the convenience of booking their appointments online, which reduced the calls to the front desk and simplified their entire process. Interactive reminders helped ensure more patients showed up for their visits, while online check-in sped up the intake process. And automated post-visit reviews further enhanced the practice’s online reputation.

It was a complete shift toward a more modern and efficient way of engaging with patients, improving both operational flow and patient satisfaction.

Win-win results for everyone involved

With NextPatient, Complete Health Partners delivers a convenient experience for hundreds of patients they see each week, while simultaneously reclaiming valuable staff time.

Hundreds of appointments were booked weekly without staff intervention, and an impressive 95% of all appointments are now scheduled online. Registration handled digitally ahead of time for faster patient throughput and staff hours saved totaled over 33 hours each week, enabling the team to dedicate more time to patient care. The practice’s no-show rate plunged to just 1%, thanks to automated reminders that improved attendance. Patients responded enthusiastically, as reflected in a 4.9-star rating on Google from over 3,700 reviews.

Clark captured the essence of their success: “When it comes to choosing a solution, it’s all about the results. I’ve never seen anyone do it quite as well as NextPatient.”

Discover what athenahealth can do for your practice

Ready to achieve similar results? Explore the athenahealth Marketplace and join other customers who are already transforming patient engagement and operational efficiency with NextPatient.

We’re ready when you are. Get in touch or dive deeper into athenaOne’s suite of EHR, revenue cycle management, and patient engagement solutions.