Case Study: Save Time by Automating Survey Process

The Problem

Freedom Healthworks (FHW) patient surveys were being sent out manually, which took more than three hours each day of their staff’s time. The company plans to add many more new clients over the coming months, but that growth would mean that much more time and effort their current staff has to spend manually processing surveys.

The Goal

FHW wants their staff to focus on growing their business by gaining new clients (medical practices) and providing the best possible patient outreach on behalf of those clients. Robosource’s goal was to save time for the FHW staff by automating the patient survey process as accurately and timely as possible.

How We Solved it

After mapping out the workflow and optimizing the process, we used robotic process automation (RPA) desktop automation to extract visits from FHW’s multiple EMR systems. Our bots looked at factors such as the physician’s appointment schedule, whether the patient had completed the appointment, and the length of time since the patient last received a survey. The bot then logged into FHW’s messaging platform to submit patient surveys at the appropriate time, given the patient’s time zone.

This saved the FHW staff not only the 3 hours plus per day that was currently spent manually processing the surveys, but much more time as they continue to scale with new clients.

The Results

Robosource took a once fully manual patient survey process and using RPA, fully automated the process. This saved the FHW staff not only the three hours plus per day that was currently spent manually processing the surveys, but much more time as they continue to scale with new clients. This time savings is an opportunity cost for FHW’s current staff and prevents the cost of hiring additional staff for this once laborious process.