NextPatient customer spotlight: Luna Dermatology

• 6 providers
• 3 locations + telehealth
• EHR: ModMed
• NextPatient solutions: Patient Self-Scheduling, Appointment Manager, Waitlist, Recalls, Interactive Reminders, Digital Check-In, Two-Way Texting, Post-Visit Reviews

Luna Dermatology is a small, multi-location practice with providers who are in high demand and book up months in advance. So why does such a successful practice rely on NextPatient? Practice manager Devon Weaver shares how NextPatient’s seamless EHR integration with ModMed delivers real ROI for Luna Dermatology.

Results

• 27% of waitlist gets earlier appts and seen an avg of 29 days sooner
• 42% of appts booked online are made after hours
• 2% no-show rate vs. the 12%-31% industry average
• 4.9 average Google rating with 670+ reviews across locations

What challenges led you to seek out NextPatient?

The challenges around managing our waitlist prompted us to start looking for a new platform. As a small practice, we only have a few providers. They're very popular, and it's really important to us to optimize their schedules and keep them full. Managing the waitlist— keeping up with it and getting a hold of people — became really burdensome for our administrative staff.

Managing our reminder system was also a challenge — making sure patients were aware of upcoming appointments and what they needed to do prior, and then ensuring that they had all of the information needed to successfully keep the appointment.

We also wanted to allow patients to schedule and reschedule when we're not available. Our operating hours are generally between 9 a.m. and 5 p.m., which is when most people are working. So we needed a system that would allow our patients to make and reschedule appointments with ease without having to contact the practice.

What made you choose NextPatient?

We looked at a variety of solutions. What stood out to us most about NextPatient were the features available to us, including automated waitlist, recalls, custom reminders, as well as the account support. 

What really set NextPatient apart for us was having a dedicated account manager, a live human being, to assist with any questions we have or any challenges we’re facing. That really sealed the deal for us.

And our account manager is just a dream. As the practice manager, I have so much on my plate, and she takes so much off my shoulders, which is amazing. We recently added a new provider, and within a day of me emailing her about needing assistance, not only had she gotten the provider set up in the system and ready to accept appointments, she had also sent an updated booking widget directly over to my web developer and cc'd me. This eliminated so many steps for me, and I didn't even have to ask her to do that. She just did it.

What stood out to you about the implementation process?

Our implementation experience with NextPatient was just so seamless. There was no delay in the handoff from sales to our account manager, just one easy email and a quick call for introductions. Then, it was go time. From signing paperwork to go-live was really quick. 

Also, all of my questions were answered during the implementation process. With some solutions I've used in the past, I might get part of my questions answered, but during implementation, I’m left feeling a little confused about what's going on and what the system can do. But with NextPatient, I knew exactly what the system could do, how it was operating, what choices I had, and how to set it up. All-in-all, it was a great experience.

What features have been the most valuable to your practice?

Automated waitlist has been the most valuable feature to us. It’s an amazing capability, and I have seen so much return on our investment. It's really great to come into work and see notifications that this person booked in and this person rescheduled.

Other features that we really like are the digital forms. Keeping our patients updated on annual releases that they have to sign or changes to policy is easy and seamless.

We also love giving patients the ability to reschedule their appointments themselves without having to talk to the office.

The reporting functionality has been really great too. Our previous solution really had no analytics or data, so as the practice manager, I didn't have a good sense of when people were scheduling, how often they were rescheduling, the types of reminders people were responding to, any of that. Having that insight through NextPatient is great.

Luna Dermatology’s Waitlist results are pretty impressive — on average, patients are being seen a month sooner.

It proves that automating our waitlist is working. When a patient originally schedules a couple of months out but then they’re able to be seen within a week, it’s just amazing.

How has NextPatient impacted your team's daily workflow?

NextPatient's really changed my team's daily workflow by helping us reduce our call volume. As a busy, multi-location practice, we have an inordinate amount of calls coming in daily, and our staff does a great job of navigating that, but the more that we can put systems in place to reduce that, the better. It's better patient satisfaction scores, better response times for patients, and it allows my administrative team to really focus on the patients in the office and give them the top-notch patient experience that we want them to have.

Have there been any unexpected benefits?

Our account manager is the biggest unexpected benefit. I can't speak highly enough of her and the level of service that's been provided to me through NextPatient. All of the employees I've encountered at NextPatient have been so helpful and wonderful, and our account manager really stands out for that.

Was there a specific moment when you realized the value of NextPatient?

We realized the value of NextPatient prior to implementation. During the sales process, the features that NextPatient offered compared to other solutions that we'd evaluated, or the current solution that we had at the time, really stood out. NextPatient stands out amongst its peers.

What advice would you give to another practice manager who is considering a solution like NextPatient?

If I had to give advice to a fellow practice manager who's considering NextPatient, I would say sign the paperwork and get started. Don't delay. You don't need to trial any more software. What they say it can do, it does, and they'll deliver that and more.

Is there anything else you'd like to share about your experience?

As a practice manager, I evaluate a lot of software, and I'm often told that the solution can do one thing, or I'm promised certain benefits, and then they don't materialize. I have not experienced that at all with NextPatient. What the salespeople told me the system would do for my practice, it does. The capabilities that they said I could have, I have. In fact, NextPatient is constantly rolling out new features, which is exciting for me. It's great to partner with a company that is constantly innovating and staying one step ahead of problems that we face as a practice.

Ready to optimize your providers’ schedules?

Schedule a demo today to see how NextPatient can help your practice achieve similar results. Book your demo →