"You're just hemorrhaging money."

That's how Melissa DelFino, practice manager at Geria Dermatology, describes the months after switching away from NextPatient to a vendor promising bundled savings. Less than a year later, she made the call to come back.

Originally a NextPatient client starting in 2021, the 6-provider, 2-location practice was swayed by the promise of cost savings with another patient engagement platform. But the reality didn't match the pitch: unreliable scheduling, limited customization, no way to collect cards on file, and a reputation management system that couldn't keep up. No-shows climbed. Google reviews slowed to a trickle. The "savings" were costing them.

Mid-2025, Geria Dermatology returned to NextPatient to rebuild momentum. Two months in, the results speak for themselves: a 3.7% no-show rate (compared to the 12-31% industry average), 3x the monthly Google reviews, and 45% of online bookings happening after hours when staff would otherwise miss them entirely.

Here's what went wrong with the switch — and what changed when they came back.

Key takeaway: Cost savings ≠ value

During the practice’s hiatus from NextPatient, Geria Dermatology experienced four key challenges:

• Unreliable service due to frequent downtime and lags displaying appointment availability
• Inaccurate patient self-scheduling due to limited customization, plus a user experience that compromised booking volume
• High no-show rates due to the inability to collect cards on file or deposits at the time of booking
• Drop in Google review volume due to delayed post-visit review requests

Patient self-scheduling: Why customization and flexibility matter

For Geria Dermatology, a lack of customization and flexibility with their previous patient self-scheduling solution compromised both appointment accuracy and volume.

With limited ability to customize visit reasons, patients often self-scheduled appointments incorrectly, creating confusion and frustration for patients and providers alike on the purpose of a visit.

As DelFino explains, “You want to be able to secure your bookings and have clarity in what patients are coming in for. When patients would book online with other software, there was no way to really customize the visit reasons. And then, when they showed up for the appointment, it was difficult to navigate the conversation or the expectation. But I’ve found that NextPatient really is so customizable with that reason for visit.”

Only listing providers alphabetically, Geria Dermatology’s previous solution also lacked flexibility in how patients could view available appointments. As a result, it was difficult for the practice to drive booking volume to their newer location. However, with NextPatient, patients have the ability to book by provider, location, or first available, which helps keep provider schedules full across both locations.

No cards-on-file = no-shows

With Geria Dermatology’s previous patient self-scheduling solution, an inability to collect cards-on-file or deposits at the time of booking made it nearly impossible to confidently secure appointments and created a sharp increase in no-shows. 

“Without the ability to collect cards on file for patients and secure appointments, our no-show rates really skyrocketed, which is extremely detrimental to a practice, especially small private practices. You're just hemorrhaging money. NextPatient truly does help save businesses in that aspect,” says DelFino.

Now at a 3.7% no-show rate, compared to the 12-31% industry average, DelFino adds, “No-show rates have definitely been much better than they used to be. We're able to really retain patients because they know that we have their card information. But of course, in medicine, we understand that things happen, and being able to develop protocols with a platform that is supportive of those protocols is extremely important.”

Post-visit review requests: Timing is everything

From the start, NextPatient’s post-visit review requests have proven to be a key differentiator in supporting Geria Dermatology’s online reputation. Across its two locations, the practice boasts a 4.9-star Google rating with 1,200+ reviews, stats NextPatient began helping the practice achieve when they were a client the first time. 

“When we opened our Verona location about two years ago, we needed to build that reputation, and NextPatient really helped us get there,” says DelFino of the practice’s newer location.

So what exactly separates NextPatient’s post-visit review requests from the rest? In short: timing.

“NextPatient’s reputation management is unmatched,” says DelFino. “When we were no longer using NextPatient, we noticed the drop off in Google reviews, and what stands out is that NextPatient is pretty much instantly tied to the checkout process. There is no other software like it.”

With Geria Dermatology’s previous vendor, review requests were sent in batches on a several-hour delay, compared to being triggered in NextPatient as soon as patients check out. When the practice re-implemented NextPatient, the number of Google reviews they received more than tripled, increasing from a monthly average of 10 reviews to 30+ reviews across both locations.

The results are real daymakers for practice managers like DelFino: “One Friday, I'm relaxing on my couch after hours, and I see that we got seven Google reviews at one location and four reviews at the other. I really don't know how you guys do it, but it's magical.”

All in a (streamlined) day’s work

From online to in-office, NextPatient is making an impact, and the day-to-day difference for front office staff and the overall patient experience is obvious.

DelFino puts it this way: “We're not chasing patients down for cards-on-file or no-show fees. We're able to streamline the way the phones are getting answered, and we don't get as many phone calls as practices that don't utilize an online booking system.

“For patient-facing roles, such as the front desk, they're able to really give the person in front of them the time and attention they deserve. They get to deliver a really nice, comprehensive patient experience from the time patients check in to the time they’re checking out.”

Ready to work with a technology partner that delivers more than cost savings?

Don’t be fooled by vendors that overpromise — NextPatient can help optimize your dermatology practice and achieve real results like Geria Dermatology. Read the full case study →

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Melissa DelFino is owner of the consulting firm Modern Distinction, a NextPatient affiliate. Learn more about our affiliate program here.