Bennett & Bloom Eye Centers: VI’s AI videos cut no-shows by 56%, saving $3,500 per case

Specialty
Cataract, LASIK, Glaucoma, Oculoplastics, Retinal Laser Surgery
Location
8 locations in Kentucky and 1 location in Indiana
Management System
Sightview Software (iMedicware)
Providers
20
Key Use Cases
- AI-powered provider videos
- automated messaging
- automated recall and reactivation campaigns
Results
50%
Reduction in outbound call volume
56%
Decrease in no-show rate
About Bennett & Bloom Eye Centers
The practice of choice for regional eye doctors and their families, Bennett and Bloom’s team of specialists focuses on providing the highest quality medical and surgical eye care possible to preserve, enhance, and even restore their patients’ vision.
Opportunity
As a leading eye care provider, Bennett & Bloom recognized their need for a patient communication system for their growing business. Personalization, robust IT support, and an all-inclusive platform and pricing were top priorities for them when they researched communication platforms. Initially, Bennett & Bloom chose a different solution, but it fell short of their needs. They then turned to Vital Interaction, particularly impressed by the Group Patient Messaging feature. This functionality was crucial for Bennett & Bloom, as it allowed them to quickly communicate last-minute schedule changes to patients due to doctor availability or weather issues. “Vital Interaction was so much better. It helped us to keep our schedules full even after patients canceled and it prevented no-shows. When patients didn't reschedule, sending out recalls made sure they didn't get lost,” said Cathy Henney, Operations Manager. “The main thing for me was that Vital Interaction was user-friendly. I can quickly send a message to our patients whenever I need to without having to reach out to IT for help,” added Emily Brutscher, Patient Relations Manager.
Vital Interaction automates appointment reminders, referral management, and recalls, reducing no-shows
Before implementing Vital Interaction, Bennett & Bloom’s appointment reminder and recall system relied heavily on manual processes. Patients were contacted by phone, requiring staff members from several departments to make calls off of a large patient list. This approach presented several challenges. It was highly time-consuming for staff, particularly as their patient volume increased, and diverting staff from their core duties to make calls impacted overall efficiency. Furthermore, relying on phone calls meant a significant portion of patients wouldn't be reached due to unanswered calls. Using Vital Interaction, Bennett & Bloom automated their appointment reminder and recall workflows, freeing up staff time for other tasks. Another advantage for Bennett & Bloom in using Vital Interaction is the robust reporting tools that can track appointment reminder response rates. These tools allow Bennett & Bloom to easily access a detailed report that shows how the appointment reminder was sent (text, call, or email) and documents crucial data like opened emails, text clicks, or how long the patient listened to a voicemail.
Additionally, as a specialty practice, Bennett & Bloom constantly collaborates with referring eye doctors to ensure patients receive comprehensive eye care. Recognizing the need to remind patients to schedule follow-up appointments with their primary eye doctors after they visit Bennett & Bloom, the practice leverages Vital Interaction to create an automated custom recall event to remind patients to contact their primary providers. This recall automation not only ensures seamless continuity of care but also helps Bennett & Bloom maintain a good working relationship with referring eye care professionals.
Automated patient reactivation saves staff time
The practice found significant benefits from implementing Vital Interaction’s patient reactivation feature which reduced the need for manual follow-up calls, freeing up staff time. Previously, the practice required two phone calls to reschedule missed appointments but now, Vital Interaction automates the initial reminder and if needed, will follow up with just one call. Patients have responded positively to this automated process and compared to manual phone calls, patients seem more inclined to reschedule when contacted through Vital Interaction. “I think the patient reactivation reminders show patients they are not just a number to us. We really do care about their eye health and that they come in for their routine appointments," Henney commented.
Bulk messaging introduces a new provider and helps build clientele
Bennett & Bloom leveraged Vital Interaction's bulk messaging capabilities to introduce their new oculoplastics provider to patients. They created a template for quick and easy email communication, informing everyone about the surgeon's arrival and the services offered. To attract new patients, they also ran introductory specials alongside the campaign. This strategy successfully built the surgeon's clientele much faster than they previously could when bringing on new providers. Since Vital Interaction's flexibility allows them to send targeted messages whenever it strategically aligns with their practice needs, Bennett & Bloom now utilizes bulk messaging for various campaigns, like year-end reminders about using remaining deductibles or promoting special offers.
AI-Powered Provider Videos help slash surgical no-show rates by half
For patient education, Bennett & Bloom uses email and video to educate patients about specific eye issues like cataracts. These informative videos cover everything from appointment prep to advanced lens options, empowering patients to make informed decisions before their visit. Building on their commitment to using video technology, Bennett & Bloom beta-tested Vital Interaction's AI-Powered Provider Videos for a year to see how these videos would affect their no-show rate for cataract surgeries. With this state-of-the-art tool, providers can create customized videos, talking directly to their patients and addressing their specific needs and concerns.
Before sending AI-Powered Provider Videos via email and text for surgery information and confirmations, Bennett & Bloom’s no-show rate for cataract surgeries was 5.71%. However, these personalized videos slashed their no-show rate by an impressive 56%, dropping it to just 2.6%. With the average cost of cataract surgery at $3,500 per eye, this translated to significant additional revenue for the practice. Brutscher says, “With AI videos, our patients have a view of the doctor they're going to see. That helps calm their nerves and also lets them know that they matter to us. It makes them feel like, “Okay, I'm important. My doctor is reaching out to me personally.’" I’ve received phone calls from patients who say they just love that personalized touch.”When it comes to the provider’s perspective on these videos, Henney reported, “The doctors have told me that they've really enjoyed it. It's fun. They have a great time with it. I think AI-Powered Provider Videos are the next step in hyper-personalized patient care.”
Longtime partnership with more to come
Looking ahead, Bennett & Bloom is eager to explore Vital Interaction's full potential. They're particularly interested in utilizing patient satisfaction surveys with easy review links for happy patients, especially since positive reviews are vital to any healthcare practice. Additionally, Bennett & Bloom is excited about implementing Patient Chat for improved communication and creating campaigns based on CPT codes for targeted reactivation efforts. As a long-time client, Bennett & Bloom has experienced a dramatic improvement in their patient communications throughout the partnership with Vital Interaction. They've seen a significant reduction in no-shows, a boost in patient reactivations, and an overall increase in kept appointments. Additionally, Bennett & Bloom especially appreciates Vital Interaction’s prompt and helpful technical support team. “If there's ever an issue, I can quickly email and get a response within a very short amount of time. The Vital Interaction support team is amazing. I would definitely recommend them.” says Brutscher.