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Case study

Health system

Community Care of West Virginia

FQHC cuts wait time by 18 days and triples patient engagement in 90 days.

 

Community Care of West Virginia_Logo_Stacked

At a glance

46%

of appointments booked online are made after hours

39%

of the waitlist gets earlier appointments and are seen an average of 18 days sooner

3.9%

no-show rate for appointments booked online

3x

more appointment confirmations than with previous solution

We chose NextPatient because of the product’s depth and integration with—and the team’s knowledge of—athenahealth.

Community Care of West Virginia_Kelsey Regan
Kelsey Regan

Community Care of West Virginia

Flatwoods-Pharmacy-Interior-optimized

Meet the practice

location 20+ locations
providers 100 providers

 

EHR: athenahealth

Challenges

Close circle High call volume
Close circle Low patient adoption of previous scheduling solution
Close circle No ability for patients to self-cancel or reschedule
Close circle Long wait times for hundreds of patients across multiple specialties
Close circle Manual waitlist management

Solutions

Close circle Patient self-scheduling and appointment management
Check circle_24px_@2x Interactive reminders
Close circle Automated waitlist management

Empowering patients, freeing up staff

CCWV chose NextPatient for its ability to automate workflows and manage the level of customization required for complex community care. Patients are empowered to self-manage appointments, reducing call volume for staff who can focus on higher value care.

  • Patients self-schedule, confirm, cancel, and reschedule without phone calls or staff intervention
  • Waitlisted patients secure earlier appointments in just three clicks

 

Published on December 2, 2025

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