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My Houston Surgeons Case Study

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In-depth, detailed examination of the RSI CRM & EMR solution for My Houston Surgeons

My Houston Surgeons is a multi provider, multi-location, and multidisciplinary medical practice providing high end care and outcomes to patients across plastic, reconstructive, and sinus surgery.

The Results

  • Year Over Year
  • 12.5% lead to schedule rate increase
  • 15.2% increase in same day booking
  • 49.3% increase in attended appointments
  • 2.7% increase in attended appointments
  • 6.3% decrease in no-show appointments

The Journey

My Houston Surgeons had attempted to get data and technology through various partners within the Modernizing Medicines ecosystem. They had tried lead management programs, appointment confirmation companies, manual coordination of data from their marketing agency, yet continued to come up short on achieving their goals with solutions that met their practice and patient expectations. Not only did the number of partners MHS had to leverage increase, but their ability to retrieve the appropriate data needed to drive efficiencies and growth for their practice decreased.

The Challenge

It was challenging for MHS to grow their practice without gaining transparency into both marketing & operations. MHS also found it difficult to get access to the data and information they wanted while using multiple vendors in conjunction with their practice management and EMR solution.

Their goal was to:

Unify communications to improve patient experience with a system that integrates their marketing, their VOIP, and their EMR.

Improve transparency into marketing and operations performance by understanding critical KPIs related to the objective financial benchmarks of their monthly budget.

Reduce vendor count by consolidating solutions such as CRM, reminders, surveys, marketing automation, and analytics into one vendor.

The Discovery

Through analysis of the current vendors, MHS was able to identify that RSI could connect via API to their UCAS vendor, RingCentral, their EMR, Nextech, and work in conjunction with their marketing agency to deliver on their requirements. RSI had the ability to consolidate traditionally fragmented products into one platform that connected point of call, SMS, and inbound inquiry for their front office and patient care coordinators, all while delivering data to their executive leadership team that was required to efficiently grow a $50,000,000+ medical practice.

Analytics Suite – through connection with marketing data, VOIP data, and EMR data, RSI has the most complete and comprehensive set of analytics available in the market. Traditionally, practices have silos of this information in varying platforms separated further by varying levels of access.

  • SKS has leveraged Microsoft PowerBI to customize and deliver reports to their management team that could not be done without RSI.

CRM – sitting between VOIP, EMR, and marketing, RSI has a unique position to allow for immediate patient identification by pulling forward all necessary details for staff to have at point of contact.

Marketing Automation – with near real-time access to patient information, office interaction, and medical care, RSI delivers precise information related to procedure information, pre-appointment instructions, post-procedure instructions, and patient recall notifications at the exact time for optimal response rates and results.

Appointment Confirmations – by consolidating appointment confirmations with RSI, the practice was able to eliminate a vendor while also providing a single pane of glass at the point of contact to eliminate unnecessary time on phone for simple patient questions.

  • Reputation Management – RSI automatically delivers post-appointment surveys and feedback communications to patients, generating valuable insights into the patient experience while increasing reviews on platforms such as Google and Meta.

The Process Implentation

Implementing a platform across an organization takes a whole-office buy-in approach. RSI connected via automatic API with RingCentral and Nextech to ensure all data was flowing as desired. In order to achieve the level of marketing information MHS wanted, RSI built connections to GA4 and Meta to leverage UTM capabilities. This provides real-time ROAS based on their financial data. Through this process, RSI was also able to identify key internal reports that were not able to be built automatically from their EMR, as they required custom development and delivery.

Overall, the process to set up the majority of the platform was 90 days. That said, there is on-going support, education, training, and meetings with executive leadership to ensure focus and achievement of the end goals.

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