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Patterson Physical Therapy is a single location physical therapy clinic in Tennessee offering niche specialties like pelvic health, lymphedema, schroth scoliosis, and more.
With a team of 16 therapists, owner and pelvic health specialist Beth Patterson built her practice on expertise and a commitment to personalized care. But as her clinic grew, so did the need for systems that could keep up.
Beth had used her previous EMR for over a decade, and while it started strong, its effectiveness declined over time.
“I had been with my prior EMR for around 12 years. As the years went on, the customer service started declining,” she said.
Beth added on revenue cycle management through her old EMR, but was quickly frustrated by their response times. And worse than that, their slow response actually impacted her claims.
“Their policy stated if I sent them an email request or a suggestion or a concern to the support team, they had 30 days to reply. They didn’t even read the message for 30 days, and sometimes it was longer,” she explained.
As a result of these delays, Beth’s clinic started getting denials due to timely filing because of rejections or denials that their old EMR missed or didn’t follow up with.
Determined to find a better solution, Beth began researching alternatives and decided to switch to Prompt.
Right away, she noticed a major difference. “We’ve had the complete opposite experience since we switched to Prompt. They respond to my concerns or suggestions within one to two hours, not 30 days,” she said.
Beth also discovered how much more efficient Prompt’s billing system was compared to her previous setup. Her previous EMR said for the volume at her practice, they would need 3 or 4 full-time billers.
In contrast, on Prompt, she’s able to get all her billing done with 1 in-house biller working just 15 hours a week. “I’m having to give her extra work now, because the billing doesn’t take her full-time hours,” Beth said. Prompt’s automation enables her to do “800 to 1,000 visits in her 15 hours a week, which is pretty impressive.”
The improvements since switching to Prompt didn’t stop at billing. “I used to spend hours at home doing notes. Now my documentation time is cut in half.” Beth said.
Before switching to Prompt, Beth’s weekends and lunch breaks were overwhelmed with catching up on documentation. Now, she has time to socialize with her peers, eat lunch, and spend time with her grandchildren.
As a pelvic health specialist, Beth has multiple custom templates that she was able to upload into Prompt, which allows her to complete most of her documentation before the patient even arrives.
“The automation with the intake process to do the eval is one of the biggest benefits for us,” she said. “I have probably 90% of the eval typed up and written before they come in the door.”
This result has given her more time to actually treat her patients, leading to better outcomes as well as being able to bill more units on their first visit and getting paid a higher rate.
Beth used to rely on her front desk to manually track lost patients, print reports, make calls, and wait for responses. “Now Prompt just has a list that tells us, ‘This person hasn’t been here in 2 weeks. Would you like to send them an online invite? Click. Invite sent,’” she said.
With this automated workflow, if a patient doesn’t respond, they’re automatically discharged. And as a result, Patterson Physical Therapy has seen fewer cancellations and no-shows.
The automation freed up significant time for her front desk staff. Since switching to Prompt, Beth’s front desk has been able to take on additional tasks around the clinic, like laundry and marketing tasks. “They’ve started sending doctors letters and other marketing things, and they never had time to do that before,” Beth said.
For Beth, Prompt has been more than just software—it’s been transformational.
“Prompt has given me my life back,” she said.“I have time now to spend more with my grandchildren, more time outside doing hobbies.”
If you're spending weekends on documentation, chasing down denials, or manually managing patients—Prompt can help. Request a demo today to see how.