Same-day surgery. Round-the-clock care.
Dr. Brett Perricelli ran his perioperative pathway through Fios for 3 months. Here is what happened.
A surgeon who already moves fast.
Dr. Brett Perricelli built his reputation on fast recovery and high patient satisfaction, among the first in the region to send hip and knee replacement patients home the same day.
Over a three-month pilot, he ran that same standard of care through Fios, 24 hours a day, without adding staff.
What changed in three months.
194 of Dr. Perricelli's patients opted into the pathway over the 3 month pilot. Fios delivered 9,308 care pathway messages built from the practice's own protocols, then fielded whatever patients asked next, nearly half of it outside office hours.
Easy adoption, both sides
Nurses found it simple to introduce at intake, and patients responded well to having access any hour of the day.
“It's a very easy setup, which patients like. They really enjoy being able to access Fios 24/7. They don't have to wait for the office to open to talk to someone.”
Sounded like the surgeon
Dr. Perricelli asked for a guide with some personality rather than a flat clinical script, and Fios delivered.
“I wanted it to have a bit of personality, not just answer like a script.”
Reduced staff load
Round-the-clock access meant fewer patients calling the office with questions the guide could already answer.
“It's reducing our call volume into the office, a huge help to all office staff.”
Opened referral pathways
A reminder can nudge patients who haven't booked physical therapy toward the practice's own PT, instead of that referral going elsewhere.
“If a patient isn't already going to physical therapy, we'd like Fios pointing them to ours instead of letting that referral go somewhere else.”
Three months, in full.
| Patients registered | 194 |
| Opt-in rate | 87% |
| Patients in surgical pathway | 179 |
| Opted out of surgical pathway | 20 (11%) |
| Lifetime messages sent | 9,308 |
| Patient queries + answers | 1,675 + 1,675 (100% response rate) |
| Resolved queries | 1,651 (98.5%) |
| Patient queries outside business hours | 46.7% |
| Average response time | ~3 seconds |
| Care pathway value¹ | $6,205 |
| Patient Q&A value² | $2,233 |
| Estimated staff time saved on queries | 422 hours |
¹ Care navigation for all patients delivered by human staff required to review patient records and send out 52 messages per journey, estimated at 2 minutes per message and costed at $20 per hour.
² Answering a patient query by human staff estimated at 4 minutes time, costed at $20 per hour. Figures throughout are estimates.
Your patients are already asking these questions.
Give them an answer at 2am, not just 2pm. Set up your journey guide and add your first patient.