Transforming Patient Engagement: Origin Physical Therapy's Success with Penciled

Customer Background

Origin Physical Therapy is a leading provider of pelvic floor physical therapy in the United States, boasting a network of 137 clinicians across 19 locations. As a premier women's health brand, Origin faced challenges in managing high patient demand and extensive waitlists, which often resulted in hundreds of patients waiting for appointments. To streamline operations, they employed a centralized operations team supported by an in-house engineering team.

Challenge

With a high demand for their specialized services, Origin's front office staff struggled to manage patient waitlists effectively. The existing manual processes, which included tracking waitlist patients through calendars and spreadsheets, were labor-intensive and inefficient. This led to significant time loss and missed revenue opportunities as cancellations were not filled promptly.

Solution

Penciled provided an automated waitlist solution that leveraged AI technology to fill cancellations efficiently. The system automatically contacted eligible patients when a cancellation occurred, allowing the first patient to respond to secure the appointment without requiring front office intervention. This innovative approach was designed specifically for high-volume physical therapy clinics, making it an ideal fit for Origin's needs.

Implementation

The implementation of Penciled's AI waitlist began with a pilot at two locations in San Francisco, CA, and Round Rock, TX. After a successful initial deployment, Origin expanded the solution to all their locations within 8 weeks. The Penciled dashboard enabled front office staff to monitor waitlist activity and track patient interactions seamlessly.

Results

The results were remarkable. Within the first week of deployment, Origin experienced a 366% increase in filled cancellations. Over the following weeks, the system consistently outperformed the previous manual baseline, with the number of cancellations filled increasing significantly as more locations adopted the technology. Although specific revenue figures were not disclosed, Penciled estimated a return on investment of 1:100 based on appointment volumes.

Quote

"The Penciled platform and team have been instrumental in our clinic's success. Prior to the platform, our admin teams were manually texting every patient on the waitlist with last minute openings. With the help of the Penciled team, we setup the platform to cater to our clinic's needs. Our utilization drastically increased, and our patients were excited to snag last minute openings when they were only expecting their next appointment to be months out. We're very impressed with the capabilities and can't wait to see what new features they will come up with next!" - Senior Clinic Coordinator, Origin Physical Therapy, San Francisco

Conclusion

The partnership between Origin Physical Therapy and Penciled has proven to be a game-changer in managing patient waitlists and enhancing operational efficiency. By automating the scheduling process, Origin not only filled more cancellations but also freed up valuable administrative time, allowing staff to focus on patient care. This case study highlights the potential of AI-driven solutions in transforming healthcare operations and improving patient engagement.