CentralMed Urgent and Primary Care

Dramatic growth and even better patient engagement with Tebra

How do you differentiate your practice not only through quality patient care, but through reputation? Dr. Nosa Aigbe Lebarty and Dr. Jina Bae Nocera founded CentralMed Urgent and Primary Care two years ago in Colonie, New York. It offers integrative, holistic care such as addiction therapy, annual exams, vaccinations, STD testing, geriatrics, and aesthetic treatments, including Botox and a forthcoming medical spa. But while CentralMed is the only multimodal and minority-owned clinic in its market, it was struggling to compete.

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Challenge

When they opened CentralMed Urgent and Primary Care, Dr. Nosa Aigbe Lebarty and Dr. Jina Bae Nocera aimed to offer holistic services that go beyond typical urgent care — but struggled to compete against the many other new local urgent care clinics. They needed a way to differentiate their practice not only through their multimodal approach and minority ownership, but through their reputation. They also sought an impactful web presence to drive traffic and improve patient engagement.

Solution

PatientPop refined the practice website to make it more user friendly and added online appointments and messaging. Before their appointments, patients now fill out digital intake forms that auto-populate to Kareo’s secure, cloud-based EHR. Afterwards, PatientPop sends out a survey and makes it easy for the practice to share the results online.

Results

CentralMed is now busier than ever, and has actionable data about its website visitors and new patients. It can respond to patients quickly, which both enhances the quality of care and helps to attract business. About half of patients now book online and complete their intake forms in advance, which then auto populate in Kareo’s EHR, freeing staff hours and reducing the time patients spend in the waiting room. They also leave reviews, and the practice’s star rating has increased to 4.3 out of five.

“Half of our new patients choose us because of our website features and communications. ”

Nosa Aigbe Lebarty, MD

CentralMed Urgent and Primary Care

Despite the diverse care options at CentralMed, the practice was finding it difficult to compete. “Many other urgent care clinics have opened in the area, some of them affiliated with large franchises. We are the only one offering a multi-modal approach, and are also the only minority-owned clinic of our kind. However, we still needed to differentiate our practice to attract new patients,” Dr. Lebarty says.

PatientPop website refresh

Dr. Lebarty learned about PatientPop’s reputation enhancement solution, and thought it might help make an impact on their practice. “We already had a web presence, but it definitely wasn’t what it should have been, and it wasn’t helping drive traffic to our clinic. I set up time with the PatientPop team and I suddenly realized what we had been missing.” 

“The PatientPop team refined our existing website and made it much more user friendly. They took control of our online presence, and added online appointments and messaging. These features are very popular with patients and our staff. We’re able to respond to messages and comments immediately, so patients get the answers they need right away. This is particularly important in a specialty like urgent care,” he continues.

Dramatic growth, better patient engagement

Has Dr. Lebarty seen traffic changes since using PatientPop? “We are much busier than last year, even considering the effects of the pandemic. I attribute a lot of this to our improved web presence. Before, we had no idea how patients found us. Now we know exactly how many hits our website gets, and what percentage of those visitors make appointments. We now have reliable data to make good business decisions in the future.”

He’s convinced that online communications via PatientPop enhance quality of care. “We are much more engaged with patients because of our messaging capabilities. Our speedy replies demonstrate our commitment to fantastic service, a huge factor in attracting new business. My guess is that as many as half of our new patients choose us because of our website features and communications.”

The system has also made life easier for the clinic’s front desk. “About 50% of our patients now make their own appointments online. That translates into half as many phone calls, shorter wait times on hold for those who do call, and less hassle for our receptionist, who can now take care of other tasks,” he says.

Soaring star ratings

CentralMed uses PatientPop to solicit reviews by sending out surveys and ensuring that they can be found online. “We now have at least three times the number of reviews as before,” notes Dr. Lebarty. “Even better, our star ratings have gone up from 3.0 to 4.3 stars. I should really thank our PatientPop rep, because she predicted this would happen — and she was right.”

Kareo Interoperability

Dr. Lebarty had been a fan of Kareo’s EHR ever since he used it in a nursing home practice. So he adopted it from day one when he opened his own clinic. “We use just about everything that Kareo offers,” he says. “Kareo Clinical, Engage and Billing all work great and we heavily rely on e-notes and e-script every single day. The system is like second nature to me now. I’m very, very happy.”

He likes the fact that Kareo and PatientPop integrate seamlessly. “When patients request an appointment, the system sends them online intake forms, which auto populate into Kareo’s EHR. Although we still have to verify insurance status, the online forms save work for our front office staff and trim the time patients spend in the waiting room. Also, it’s very useful having all communications stored in the patient’s file for future reference.”

Solutions for the future

After growing up in a village in Nigeria, Dr. Lebarty has long dreamed of returning to help underserved populations. He is the founder and president of Project Health Africa, a nonprofit that will soon open its first clinic and provide equipment and supplies in rural areas. He hopes to use Kareo as the group’s EHR as they “work to save one life at a time.”

Dr. Lebarty says that he definitely recommends the software to other practices. “Every month Kareo and PatientPop come up with something new. They’re staying on top of all the changes in healthcare. I don’t know how I’d manage without them.”

Products used in this case study

  • Practice Growth

    Grow your web presence, attract more patients, and optimize for a digital world

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  • Care Delivery

    Increase time with patients, reduce documentation time, and maximize reimbursements

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  • Patient Experience

    Combine exceptional care with an exceptional patient experience.

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Practice Growth

Grow your web presence, attract more patients, and optimize for a digital world

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Care Delivery

Increase time with patients, reduce documentation time, and maximize reimbursements

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Patient Experience

Combine exceptional care with an exceptional patient experience.

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