CASE STUDY – PATIENT TEXTING EASES SUPPORT STAFF BURDEN AT BUSY FAMILY PRACTICE Family Practice Associates of Lexington Lexington, Kentucky Two-way patient texting slashes call volume at Kentucky family practice The top challenge Family Practice Associates faced before implementing HIPAA compliant text messaging to patients was what the Director of Clinical Education, Virginia Burberry, calls “round robin phone tag”. Support staff were constantly trying to reach patients by phone to inform them of outstanding lab results, referrals, bills, and returned mail, only to leave a voicemail and rarely get a call back. With 24 providers and over 500 patients walking through the door every day, those missed connections meant a backlog of work for staff. “Our support staff takes care of every questi

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