How CallMyDoc™ Transformed Patient Communication and Reduced Phone Chaos
Location:
San Antonio, Texas
Number of Offices/Dashboards:
6
Website:
https://castlehillsfamilypractice.com/
Castle Hills Family Practice provides comprehensive family medicine across two San Antonio offices. The team offers preventive care, chronic disease management, ADD/ADHD treatment, on-site allergy and cardiovascular testing, blood draws, COVID-19 testing, and aesthetic services such as truSculpt body sculpting and xeo laser skin revitalization. Supported by six CallMyDoc dashboards managing 5,222 calls in the last 30 days and 34,497 all-time, Castle Hills blends friendly, patient-centered care with efficient scheduling, minimal wait times, and weekend/same-day appointments that reduce unnecessary ER visits.
Before CallMyDoc™
- High call volume for scheduling forced staffinto phone tag, delaying appointments and frustrating patients.
- Nurses spent hours chasing referrals andauthorizations, with limited visibility and duplicate work.
- Physicians were interrupted for routinemedication questions and refills, slowing urgent care decisions.
- Staff juggled insurance and portal inquiries,creating long hold times and delayed responses for patients.
- Manual faxing and repeated voicemails withspecialists drained hours and delayed follow-up.
With CallMyDoc, we finally have control over patient communication. Calls are documented, staff aren’t overwhelmed, and patients get the fast response they deserve
After Implementing CallMyDoc™
Castle Hills Family Practice partnered with CallMyDoc tomodernize their patient communication workflow. The system integrates directlywith athenahealth EHR to manage patient calls both during business hours andafter hours. Every call is identified, transcribed, routed, and documentedautomatically—no more missed calls or endless voicemail checks.
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How It Works (During the Day)
- Patientscall the same main number for scheduling, refills, or medical questions.
- Routineor lower-priority calls are automatically routed to CallMyDoc instead ofvoicemail.
- Thesystem identifies the patient, transcribes their message, and routes it to theright EMR inbox.
- Staffcan view all messages in one dashboard and respond directly from the CallMyDocapp.
Result:
Staffcut phone tag and reduced call handling time by 50%, keeping focus on patientcare.
How It Works (After Hours)
- Allcalls are automatically forwarded to CallMyDoc’s after-hours line.
- On-call providers receive instant appnotifications showing patient demographics, reason for call, and visit history.
- Providerscan call the patient back—or have CallMyDoc do it automatically with documentednotes.
- Prescriptions and refills can be handledautomatically and logged back into the chart.
Result:
After-hourscalls are handled 3× faster and accurately documented—no lost voicemails ormissed follow-ups
Results and Impact
Metric
Result
Impact
Monthly Call Volume
5,222 calls across 6 offices
CallMyDoc speeds responses and eases staff workload
Total Calls Processed
34,497
Proven reliability at scale
Unique Patients Served (90 days)
1,938
Improved access and satisfaction
Business-Hours Calls Resolved
24% within ~2 hours
Improved access and satisfaction
Urgent After-Hours Calls Resolved
3.4% within 30 minutes
Quick triage, better patient safety
First-Contact Resolution Rate
1.4%
Faster answers and better documentation
Key Highlights
- CallMyDochandled 5,222 calls in 30 days, freeing staff for in-person care.
- 51.9%of calls came after-hours, all documented and routed for next-day response—nolost voicemails
- 24%of routine calls resolved same-day, improving patient satisfaction
- 1,938unique callers supported—streamlined communication across refills, results, andcoordination
- 1,938unique callers supported—streamlined communication across refills, results, andcoordination
- 34,497total calls handled to date—organized, efficient, and scalable
“We needed a solution that understood healthcare—not just a call center. CallMyDoc integrates with athenahealth, documents every call, and helps us respond to patients faster. It’s like having a smart, tireless assistant that never drops the ball.”
In Summary
- Reduced phone-related workload by 50%
- Streamlined scheduling and refill management
- Improved patient response time and satisfaction
- Automatically logged every encounter in the EMR
- Handled after-hours calls 3× faster and error-free
CallMyDoc™ emerges as the leading AI communication suite transforming how healthcare practices handle patient access, scheduling, and after-hours care.
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