How One ASC Protects Its Schedule and Revenue with Two-Way Texting

A high-volume urology center recently consolidated two facilities into one, resulting in a significant increase in case volume for an already lean team. That growth highlighted several challenges, including NPO-related cancellations, patient late arrivals and no-shows that disrupted the schedule, and time-consuming pre-op calls.

• Zero NPO-related cancellations since go-live (down from 1+ cancellations per month)
• Reduced no-show rate despite an influx of case volume
• 30+ minutes of saved nursing time per day interacting with patients over text vs. phone calls

Additional wins:

• Patient preparedness: patients receive vital pre-op reminders, precise arrival times, directions to the ASC, payment estimates, and more prior to surgery.
• Shared team visibility: any staff member can view and respond to messages, eliminating gaps when someone is out.
• Built-in documentation: a full message history resolves billing disputes, including the delivery of good-faith estimates.
• Operational agility: proactive texting enables the team to adjust staffing and avoid wasted labor when unforeseen disruptions affect the schedule.
  • During a major blizzard, the center received a cancellation via text, allowing them to adjust the schedule to save 90 minutes of surgeon, anesthesia, and staff time.
• Scalability: Two-Way Texting helped them handle their increased caseload with ease.