Example scenarioThis case study represents a projected scenario based on typical use cases. Actual results vary by business.
Coastal Family MedicineHealthcare
How a Family Practice Reduced Phone Wait Times by 80%
Coastal Family Medicine serves over 15,000 patients in the San Diego area. With a growing patient base and limited front desk staff, they were struggling to keep up with call volume, leading to long wait times and missed appointments.
- Industry
- Healthcare
- Location
- San Diego, CA
- Team size
- 25 staff
The results.
80%Reduction in wait timesAverage wait time dropped from 8 minutes to under 90 seconds
25hrsStaff time saved weeklyFront desk can now focus on in-office patient care
97%Patient satisfactionUp from 78% before implementation
3 monthsFull ROI achievedCost savings exceeded subscription within first quarter
0%Missed callsEvery call is now answered, 24/7
45%More appointments bookedAutomated scheduling captures more bookings
The challenge
- Average phone wait time exceeded 8 minutes during peak hours
- Front desk staff spent 70% of their time answering phones
- 15% of calls went to voicemail and were never returned
- Patient satisfaction scores were declining
- Staff burnout was becoming a serious concern
- After-hours calls were going unanswered
The solution
- Implemented Akol with HIPAA-compliant configuration
- Configured AI to handle appointment scheduling and rescheduling
- Set up after-hours triage routing for emergencies
- Integrated with their EHR system for real-time availability
- Created custom responses for common patient questions
- Enabled call recording for quality assurance
Implementation.
2 weeks from start to full deployment
Week 1
Initial setup, EHR integration, and staff training
Week 1
Pilot with 20% of incoming calls
Week 2
Expanded to 50% of calls with refinements
Week 2
Full deployment with all calls routed through Akol
Ongoing
Monthly optimization reviews
What they say.
"Akol has transformed how we handle patient calls. Our staff can finally focus on the patients in front of them instead of being tied to the phone. The HIPAA compliance gave us peace of mind from day one."
"I was skeptical at first about an AI answering our phones, but the voice quality is amazing and patients often don't realize they're talking to an AI. The scheduling integration with our EHR is seamless."
What's next for Coastal Family Medicine.
01
Exploring integration with patient portal for appointment reminders
02
Considering expansion to their second location
03
Testing prescription refill request handling
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