Gallatin Women’s Center improves patient satisfaction and transforms operations by switching to ModMed

Background

From routine gynecologic checkups to family planning, Gallatin Women’s Center has served the communities of Gallatin, Tennessee for almost 40 years. After using their previous EHR system for over a decade, the group decided it was time for a change with the goal of improving documentation and streamlining workflows.

After evaluating multiple systems, they decided to switch to ModMed^® OBGYN, which includes EMA^® EHR, ModMed Practice Management (PM), ModMed Pay, ModMed AMP Marketing, and Patient Collaboration. Practice Administrator Missy Lozano shares their journey on how implementing ModMed has completely transformed the practice for the better.

A successful transition

We reviewed multiple systems and narrowed it down to three, including ModMed. When one of the companies visited our office, it was clear their focus was on selling and taking over our revenue cycle on a fee-based model, which wasn’t appealing to our practice owners. We’ve worked incredibly hard to reach our current position, and we appreciated that ModMed offered an alternative, allowing us to handle our own billing.

As an administrator, my goal was to consolidate everything into one system. Before ModMed, we juggled multiple systems: EMR, text messaging, finance, fax and others, each with separate costs. The main advantage of ModMed for us is that it integrates all these services into one comprehensive solution. The main selling point was that ModMed has it all.

One key challenge was securing buy-in from our long-established team, which used our previous system for over 13 years. A successful transition required leadership commitment and staff readiness to embrace the new system. Prequalification efforts and dedicating time for staff to learn and adapt to the new system were essential. ModMed provided us with a dedicated project manager along with knowledgeable trainers who supported us throughout the onboarding process. This, coupled with our preparation efforts, resulted in a successful transition.

Financial benefits and improved workflows

Switching to ModMed has resulted in significant financial improvements. Our accounts receivable has drastically reduced, with most payments now made online, along with reductions in denial claims. For the first time ever, we have closed our monthly reports to match dollar for dollar, which is a first. ModMed PM has streamlined these processes, allowing staff to manage billing more effectively. Additionally, the integration of the all-in-one system allowed us to eliminate a full-time position, and we have not needed to refill it due to workflow improvements and increased efficiency.

Another big financial advantage is cost savings by eliminating multiple disjointed services. ModMed enables us to share lab results, histories and necessary forms, and schedule appointments in real time before patients leave the room, enhancing the overall patient experience. We’ve also decreased spending on faxes because that is now done electronically. Our schedule coordination is now seamless, including dual scheduling for OB and ultrasound appointments. ModMed’s integrated services provided the functionality we needed without the financial strain.

Physician and patient time saved

Patients have the ability to check-in prior to their appointment and complete the required paperwork electronically via ModMed Kiosk, APPatient and the Patient Portal. Patient satisfaction has soared thanks to streamlined electronic processes and workflows, saving approximately 25 minutes per patient visit from check-in to checkout, which is huge. This allows more time for our physicians to see more patients, increasing our volume due to faster turnarounds and improved satisfaction. Our nurse practitioner used to have gaps in her schedule and now it’s completely full.

One huge improvement for our physicians is the efficiency in their workflow saving 30-60 minutes each day, enabling more timely documentation and quicker claim submission. They utilize EMA on the iPad and the app on their phone both in the office and hospital. There is no longer delayed documentation until the end of the day or on weekends, which has given them their quality of life back.

Patient collaboration for a better experience

The inclusion of Patient Collaboration with Klara as an integrated communication tool has improved communication reliability and effectiveness, reducing no-show rates and lowering call volume to the front desk. We’ve observed a significantly better response from patients compared to our previous system. Previously, texts were often sent to the wrong patients and cancellations didn’t always update correctly, leading to erroneous no-show markings. Now, patients are actively engaging, whether the communication is regarding refills, appointments or changes. The Patient Collaboration capabilities have enhanced the patient experience.

Staff engagement and efficiency

Actively involving staff in evaluating the system’s effectiveness through surveys has kept them engaged and positive about the changes. The visual appointment flow with patient pictures has boosted our service quality. Staff can now focus on core responsibilities and contribute to practice growth. The efficiency gained allows them to optimize their work-life balance and better concentrate on their roles.

A unique partnership experience

From day one, I knew ModMed was the right choice for our practice and our collaboration with their team has been unparalleled. Even after going live, their support remains steadfast. I have direct contacts for any issues that arise, ensuring I’m never alone. This partnership has allowed me to focus on what I truly love — serving our patients effectively.

By enhancing efficiency, improving patient satisfaction and fostering a supportive partnership, ModMed has empowered us to refocus on providing stellar patient care. Our experience confirms the value of a well-coordinated, all-in-one solution that meets the varied needs of a modern medical practice.

To learn more about the products Missy Lozano discussed, please request a demo at modmed.com/obgyn or call 561.998.2266

The statements and conclusions contained herein reflect the opinions of Missy Lozano and not those of ModMed. ModMed makes no representations or warranties as to the accuracy of any such information. Results may vary depending on medical practice size, product usage and other variables.