A Multi-Location Plastic Surgery Office Recognizes a Need for a Centralized Communication Platform

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Fayetteville Plastic Surgery is a high-volume plastic surgery practice with two locations in North Carolina. With multiple providers, patient coordinators, and locations, Dr. Dickerson recognized a need for centralized communication to keep up with the growing practice and patient base.


Prior to implementing our Patient Relationship Management tool, the staff of the Fayetteville Plastic Surgery didn’t have any way of knowing who was managing what. Each patient coordinator was receiving website inquiries, and the staff struggled with knowing which patients had been followed up with and which ones hadn’t. This caused two problems:

  • A group of patients wasn’t receiving follow-up communication because staff members assumed it had already been taken care of.
  • A different group of patients was getting overwhelmed with communication because patient coordinators were duplicating each other’s efforts.

Whether it was following up with leads to book their procedure of interest or appointment reminders to confirm attendance, the staff was running blind on their communication activities.

How Our Product Helped

Our Communication Center gives the practice a much needed, centralized location to house and track all patient communication. All of the patient coordinators use our communication center to monitor the communication activity of both new leads and existing patients. Whether a patient coordinator had a call, used two-way texting, or emailed a patient, the communication and the result of that communication would be logged in the Communication History screens for all the coordinators to see. All coordinators and office managers can now easily see when the last communication occurred and which team member spoke with the patient. They can also see the current status of the communication effort. This includes if the lead was scheduled, needs a follow-up (and on which day), or if it is considered a dead lead.

Results and Return on Investment

Customer Since2018
Total New Patient Revenue$1,417,074
Total Return on Investment4105%
Patient Acquisition Suite
Online Appointments536
Revenue from Online Appointments$333,759
Percent of Appointments Confirmed Via Reminder64
Attendance Rate78%
Patient Retention Suite
Surveys Sent5355
Surveys Answered808
Reviews Given349
Website CMS & SEO
New Organic Visitors59,739
New Patient Calls566
New Patient Emails1,577
New Patient Appointments1,203
New Patient Revenue$1,084,771

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