How Middleton Family Medicine Improved Patient Access.
EHR-integrated call handling that keeps family medicine practices running smoothly.
How CallMyDoc™ Transformed Patient Communication and Reduced Phone Chaos
Location:
Middleton, Massachusetts
Number of Offices/Dashboards:
31
Website:
https://www.middletonfamilymed.com/
Results at a Glance
Monthly calls across 31 dashboards
Total patient calls processed
Calls handled during business hours
Days per year of coverage
MFM Health (formerly Middleton Family Medicine) is a multi-specialty medical group serving patients across Danvers, Middleton, and Beverly, Massachusetts. The group provides comprehensive services across primary care, women’s health, dermatology, endocrinology, nutrition, gastroenterology, behavioral health, cardiology, radiology, and sports medicine. Open 365 days a year, MFM Health’s Express Care offers drive‑thru diagnostic testing and on‑site imaging for X‑ray, ultrasound, and bone scans. With 31 CallMyDoc dashboards managing 5,729 calls monthly and over 57,000 all‑time, the practice is committed to convenient, efficient, and patient‑first healthcare
Before CallMyDoc™
- Refills, prior authorizations, and pharmacycallbacks clogged voicemail, requiring hours of manual follow‑up.
- Scheduling calls and phone tag overwhelmedstaff and delayed appointments.
- Nurses lacked standardized triageprompts—urgent results and red flags sometimes sat in voicemail.
- Physicians were interrupted after hourswithout chart access or context, slowing care decisions.
- Referrals, insurance checks, and orders wereuntracked, causing re‑fax loops and documentation gaps.
CallMyDoc completely changed how we manage refills, scheduling, and after‑hours coverage. Our staff finally has time to focus on patients instead of voicemails
After Implementing CallMyDoc™
MFM Health implemented CallMyDoc to automate call handling,refill routing, and after‑hours coverage. Fully integrated with athenahealth,CallMyDoc automatically identifies the patient, transcribes messages, anddelivers them to the correct EMR inbox. This replaced manual voicemail logging,eliminated missed calls, and reduced after‑hours interruptions—lettingclinicians focus on care.
How It Works (During the Day)
- Patients call the same main number forappointments, refills, or medical questions.
- CallMyDoc automatically transcribes messagesand routes them to the right EMR inbox.
- Nurses and staff view all calls at a glance inthe dashboard—no need to listen to voicemails.
- Calls are prioritized: medication/refill,scheduling, test results, and administrative inquiries are automaticallycategorized.
Result:
52.8%of daytime calls resolved in 1.9 hours, improving patient access and reducingstaff workload.
How It Works (After Hours)
- Calls automatically forward to CallMyDoc afterhours.
- On‑call providers receive notifications withpatient demographics, reason for call, and last visit summary.
- Providers can call back with one tap or letCallMyDoc initiate the callback automatically.
- Every encounter is documented in the EMR—nomanual charting required.
Result:
On‑callproviders handle calls 3× faster (~36‑minute average), with complete chartcontext and no missed messages.
Results and Impact
Metric
Result
Impact
Monthly Call Volume
5,729 calls across 31 dashboards
Freed staff for patient care; eliminated phone congestion
Total Calls Processed
57,000+
Proven reliability across multiple specialties
Business-Hour Call Handling
52.8%
Majority of calls resolved during office hours
After-Hours Coverage
365 days/year
Round-the-clock patient communication including Express Care
Staff Workflow Impact
64.4% reduction
Significant decrease in manual phone tasks
Key Highlights
- 5,729 calls handled in 30 days, streamlining64.4% of daytime volume.
- 35.6% of calls managed after hours with fulldocumentation—no lost messages.
- Medication and pharmacy calls (45%)automatically routed, reducing prior authorization delays.
- Scheduling calls (25%) auto‑distributed to adedicated dashboard, improving efficiency.
- Urgent labs and imaging routed straight toprovider dashboards—no safety gaps.
- After‑hours response times improved 3×,enhancing both patient satisfaction and provider balance.
“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
- Cut call handling time by more than 50%
- Improved refill turnaround and triage safety
- Eliminated missed calls and voicemail backlogs
- Reduced after‑hours workload and stress for providers
- Delivered consistent patient communication 24/7
CallMyDoc™ emerges as the leading AI communication suite transforming how healthcare practices handle patient access, scheduling, and after-hours care.
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