Overview:

Prior to 2018, Direct Orthopedic Care (DOC) faced challenges with managing high patient volumes and minimizing no-shows. Manual outreach through outbound phone calls was inefficient, burdening staff and missing opportunities to recover lost patients. By implementing Holly AI Assistant, DOC kept 83% of patients engaged annually, automated 72% of outbound manual calls, and saved $2.3M over the subsequent five full years —while improving patient engagement and staff efficiency.

About the Practice:

Founded in 2014 in Boise, Idaho, Direct Orthopedic Care (DOC) was created by a dedicated team of orthopedic surgeons with a mission to provide affordable, high-quality care that eliminates high fees and long wait times. Their patient-centric approach has set them apart, offering a seamless and accessible healthcare experience. As demand for this type of care continues to grow, DOC has expanded its reach throughout Texas, now operating in over 10 locations with a team of 30 providers. Today, DOC remains at the forefront of innovation, leading the transformation of orthopedic medicine through their commitment to accessibility.

The Challenge:

DOC struggled to meet patient demands due to inefficient manual communication processes.

• Low Rescheduling Efficiency: Missed patients from no-shows or cancellations weren’t rebooked, causing losses.

• Manual Workload: Staff spent hours on calls for reminders, confirmations, and reschedules.

• Limited Tools: The reminder system lacked engagement to recover lost patients.

• Resource Strain: Growing demand made hiring additional staff or a call center a costly consideration.

The Solution:

In 2018, DOC adopted Nimblr’s Holly AI Assistant, a virtual communication tool seamlessly integrated into their EHR, DrChrono. After measuring results at one location, they rolled out the solution company-wide to standardize processes and ensure consistent value across all DOC locations.

Holly automated outbound patient communications via text and phone 24/7. It effectively managed appointment reminders, confirmations, no-show recoveries, rescheduling for bumps and cancellations, and even scheduling, significantly reducing inbound calls—all without human intervention. Its simple setup required minimal time and training, enabling DOC to improve efficiency while ensuring a smooth transition for both staff and patients.

Yearly Results:

Going Forward:

With Holly, DOC has automated repetitive tasks, reduced manual workloads, and significantly improved both operational efficiency and patient satisfaction. Staff are no longer overwhelmed with calls, and patients benefit from seamless, convenient communication.

Looking ahead, DOC plans to expand Holly’s capabilities to include waitlist management, payment management, and frequently asked questions—further improving access and enhancing patient engagement. With Holly’s adaptability, DOC continues to prioritize growth, operational excellence, and accessible patient care.