How Midland Women's Clinic Improved Patient Communication.
AI call management built for the unique needs of women's health practices.
How CallMyDoc™ Transformed Patient Communication and Reduced Phone Chaos
Location:
Midland, Texas
Number of Offices/Dashboards:
1
Website:
https://mwcobgyn.com/
Results at a Glance
Calls Managed Monthly
Urgent Call Response
Daytime Calls Handled
After-Hours Captured
Midland Women’s Clinic is a trusted OB-GYN practice in Midland, Texas, providing comprehensive women’s healthcare including obstetrics, gynecology, mammography, infertility services, and aesthetics. With a team of experienced physicians, physician assistants, and certified nurse midwives, the practice is dedicated to delivering personalized, high-quality care for every patient. With CallMyDoc handling 2,500 calls per month, the practice ensures every patient call is answered, documented, and routed—so the clinical team can focus on the patients in front of them.
Before CallMyDoc™
- High call volume created long hold times andrepeat callbacks, leaving patients frustrated and staff overwhelmed.
- Nurses spent hours triaging pregnancy concernsand counseling over the phone, limiting time for in‑clinic care.
- Frequent pharmacy stock issues required manualrefill coordination, delaying therapy for patients.
- Fax‑based referrals and confirmation loopsconsumed hours and caused scheduling bottlenecks.
- Lack of visibility and closed‑loop trackingcreated repeat calls, unclear outcomes, and patient anxiety.
Our phones were nonstop. Patients were waiting, staff were multitasking between calls, and everyone felt behind. We needed something that organized communication and freed us to focus on patients
After Implementing CallMyDoc™
Midland Women’s Clinic partnered with CallMyDoc tostreamline patient communication and eliminate voicemail backlogs. Fullyintegrated with athenahealth, CallMyDoc automatically identifies the patient,transcribes calls, routes them to the correct inbox, and documents everythingback into the chart. The platform now manages both daytime and after‑hourscalls, ensuring no patient message goes unanswered while giving staff andproviders more time for hands‑on care.
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How It Works (During the Day)
- Patients call the same main number for refills, scheduling, or questions.
- Routine and non‑urgent calls routeautomatically to CallMyDoc instead of voicemail.
- Each call is identified, transcribed,categorized, and sent to the right EMR inbox.
- Staff view and respond to all calls through anorganized dashboard without listening to voicemails.
Result:
76.2%of daytime requests are resolved in 1.3 hours on average, with faster follow‑upand reduced phone fatigue.
How It Works (After Hours)
- Calls automatically forward to CallMyDoc’safter‑hours line.
- On‑call providers receive instant app notifications showing patient demographics, reason for call, and relevanthistory.
- Providers can return calls directly from theapp or have CallMyDoc automatically call back the patient.
- Every after‑hours encounter is documented backinto the EMR automatically.
Result:
After‑hours calls are resolved 3× faster, ensuring safe,prompt communication while maintaining provider work‑life balance.
Results and Impact
Metric
Result
Impact
Monthly Call Volume
2,500+ per month
Consistent patient communication managed by a single location
Daytime Call Handling
56.5% resolved during business hours
Majority of patient needs met in real-time during office hours
After-Hours Coverage
43.5% of calls handled after hours
Near-equal after-hours volume addressed without overnight staffing
Urgent Response Time
<15 minutes average
Critical calls triaged and escalated faster than industry benchmarks
First-Contact Resolution
31.2% resolved without callback
Nearly one-third of patients served on the first interaction
Staff Workflow Impact
48.7% reduction in phone tasks
Clinical staff refocused on in-office women's health care
Key Highlights
- 2,500 calls handled per month—organized,documented, and routed automatically.
- Over 17,800 calls processed overall,protecting provider time and reducing stress.
- 56.5% of calls handled during business hours,with 43.5% after‑hours seamlessly captured for next‑day response.
- 76% of daytime calls resolved within 1.3hours, dramatically improving patient experience.
- Average response time for urgent calls: under 15 minutes. Routine calls answered within 30 minutes to 2 hours.
- Refill, lab, and coordination requests areauto‑triaged—cutting nurse call time significantly.
- No voicemails lost, no callbacks missed—justconsistent, fast, documented care.
“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
- Automated over 6,000 monthly patient calls
- Resolved 76% of daytime requests in 1.3 hours
- Eliminated voicemail bottlenecks and callback delays
- Improved patient satisfaction and team communication
- Freed clinical staff for higher‑value patient care
CallMyDoc™ emerges as the leading AI communication suite transforming how healthcare practices handle patient access, scheduling, and after-hours care.
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