How a Nationwide Home-Visit Practice Cut No-Shows by 55% and Gave Case Managers Their Time Back

West Coast Wound & Skin Care delivers wound care services at patients' homes across multiple cities nationwide. Each city has case managers coordinating between local providers and homebound patients, juggling schedules that change constantly.

Every no-show hits twice: it's lost revenue and a wasted expense, since providers are paid for their time including drive time.

• A scheduling puzzle that never stops moving. A single cancellation can blow a hole in a provider's entire day.

• Case managers buried in logistics. They were buried in confirmation calls, schedule changes, and route logistics.

• Providers driving across town. Case managers were trying to keep patients on the books and providers from driving across town between appointments when a closer patient was available.

• Proactive calls and texts. FlowHealth integrates directly into West Coast Wound's scheduling system and reaches out to patients to confirm appointments, answer visit questions, and flag changes before they become problems.

• 24/7 patient access. Patients can call or text their FlowHealth agent anytime to reschedule or update their appointment. No waiting for business hours, no phone tag with case managers.

• Case manager coordination. FlowHealth works directly with each case manager, feeding schedule updates and patient responses back into their workflow so nothing falls through the cracks.

• Outbound call staff reduced from 8 to 2. FlowHealth replaced the bulk of manual outbound calling. The team went from 8 FTEs dedicated to patient outreach down to 2, with the remaining staff handling only escalations and complex coordination.

• Case managers back to clinical work. With logistics handled by FlowHealth, case managers now focus on patient care and provider relationships instead of spending their days on the phone chasing confirmations.