Resurgens Orthopaedics Scheduling Optimization Case Study

This case study documents Resurgens Orthopaedics' approach to improving their scheduling operations. The organization, comprising over 150 providers across 24 locations in Atlanta, faced challenges related to appointment scheduling complexities that arose from its growth. These challenges included inefficiencies, high patient call abandonment rates, and lengthy hold times, particularly for patients seeking timely access to care. To address these issues, Resurgens implemented a series of solutions, starting with intelligent scheduling within their contact center. This was followed by enabling patients to self-schedule appointments, including referrals, thereby automating the scheduling tasks. The integration of Relatient’s Dash solution with their athenahealth EMR system allowed for real-time scheduling updates and modifications. This centralized scheduling system was designed to enhance efficiency, track provider preferences, and improve patient satisfaction by allowing for proactive scheduling capabilities. The adoption of these automated solutions reflects Resurgens' commitment to optimizing patient experience and operational efficiency.