How Carolina Vision Center Transformed Patient Communication

By replacing five disjointed practice management systems with Promptly’s all-in-one platform, Carolina Vision Center dramatically improved efficiency, patient engagement, and staff satisfaction. The switch streamlined scheduling, check-in, and communication—saving time, cutting costs, and freeing up staff to focus on care. Let's see how they did it.

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The need

Managing patient interactions across multiple platforms had become a growing burden for Carolina Vision Center and COO Craig Gardner. The practice was juggling five different vendors for scheduling, patient communication, and payment processing, leading to inefficiencies and increased costs. Staff members struggled with fragmented workflows, complex employee training requirements, and unresponsive support from existing vendors.

“Other solutions, including a six-month Phreesia trial, were cumbersome and hurt our financial reconciliation. We needed an all-in-one, customizable solution.”

—Craig Gardner, COO of Carolina Vision Center

Goals

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• Streamline workflow, reducing the number of systems used to simplify operations and improve efficiency
• Enhance scheduling and patient communication workflows, including a scheduling decision tree and custom links
• Improve patient check-in and payment processing
• Ensure responsive and dedicated vendor support for consistent server uptime and ongoing innovation in response to requests
• Boost patient engagement and satisfaction through automation, customization, and user-focused development

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The solution

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After evaluating multiple options (including Promptly, Phreesia, and Clearwave), Carolina Vision Center selected Promptly due to its seamless integration with NextGen and Nextech and its highly customizable, all-in-one workflow. The transition to Promptly was straightforward—the platform integrated seamlessly into Carolina Vision Center’s existing systems. Staff training was minimal due to Promptly’s intuitive interface, and Craig immediately noticed a reduction in troubleshooting and IT workload. The platform’s customization options allowed the practice to tailor the patient journey to their needs, ensuring a personalized experience for every appointment type.

“Before using Promptly, we were constantly making calls and repeating the same information to patients. Now, we barely get any questions about appointment details because the system keeps patients informed. It has freed up so much time for us to focus on patient care.”

—Carolina Vision Center Team Member

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Staff experience

Promptly’s integrated dashboard provided a comprehensive view of patient interactions, consolidating previously scattered workflows. Staff quickly adapted to:

• Scheduling customization: Promptly’s decision tree feature allows patients to be guided through the scheduling process effortlessly, reducing confusion and manual support needs.
• Custom links for appointment booking: This feature allows marketing pages to direct patients to specific appointment types, enhancing conversion rates and maintaining a customized and focused schedule template for doctors.
• Automated communication and check-in: Patients can update forms, make payments, and check in online, significantly reducing front desk (and back office) workload.

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The results

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The impact of Promptly was immediate and significant, with the practice seeing measurable improvements across multiple areas:

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"I've worked with countless systems over 20 years in IT, including 16 years in the military and several years in ophthalmology. Promptly is one of the most reliable, effective, and innovative tools I’ve used."

—Craig Gardner, COO of Carolina Vision Center

With Promptly now an integral part of its operations, Carolina Vision Center is excited about future opportunities to enhance patient care and streamline workflows even further. The practice continues to explore Promptly’s evolving features to improve efficiency and engagement.