West Coast Wound & Skin Care
How a Nationwide Home-Visit Practice Cut No-Shows by 55% and Gave Case Managers Their Time Back
FlowHealth automated patient outreach and appointment coordination for a complex, multi-city mobile wound care operation.
The Challenge
Mobile providers, homebound patients, and a scheduling puzzle that never stops moving
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 single cancellation can blow a hole in a provider's entire day. Case managers were buried in confirmation calls, schedule changes, and route logistics, trying to keep patients on the books and providers from driving across town between appointments when a closer patient was available.
Client Testimonial
"FlowHealth has completely changed how we operate. Our providers are happier because their schedules stay full and make sense geographically. A 55% drop in no-shows doesn't just save us money, it means more patients are getting the care they need."
Tova B., COO — West Coast Wound & Skin Care
The Solution
Automated outreach that patients actually respond to
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.
Ready to see results like these?