Summit Physical Therapy Eliminates Pre-Visit Phone Calls with Online Scheduling and Intake
How a three-provider PT clinic stopped calling every new patient the day before their appointment and recovered 10 hours per week.
The Challenge
Summit Physical Therapy sees a high volume of new patients each week, many of whom are referred by orthopedic surgeons and primary care physicians. Every new patient required a phone call the day before their first visit to walk them through the paperwork process: what forms to bring, what insurance information was needed, and what to expect during their evaluation. The office administrator, Marcus T., estimated his team spent 8 to 12 hours per week on these pre-visit calls alone.
The calls were not just time-consuming but unreliable. Patients frequently did not answer, requiring multiple callback attempts. Those who did answer often forgot the instructions by the time they arrived, showing up without their insurance cards or referral paperwork. This created a cascade of delays: the front desk scrambled to collect missing information, the therapist's first 10 minutes were spent reviewing incomplete intake data, and the entire appointment felt rushed.
The clinic had a basic online scheduling tool, but it was disconnected from their intake process. Patients booked online but still received a phone call about paperwork, and there was no way to ensure forms were completed before the visit. Marcus needed scheduling and intake to work as a single connected workflow.
The Solution
Summit Physical Therapy implemented Formisoft's combined scheduling and intake platform, connecting the two workflows that had previously been separate. When a patient books an appointment through the online scheduling page, they are immediately prompted to complete their intake forms. The system sends an automated text and email with the intake link, followed by a reminder 24 hours before the appointment if the forms have not been completed.
The clinic created PT-specific intake forms using Formisoft's template library and AI Form Builder, including injury history, pain assessments, functional limitation questionnaires, and insurance and referral upload fields. Conditional logic routes patients through different question sets based on their injury type and whether they have a physician referral. The forms also include a digital signature field for the plan of care consent.
With Formisoft's automated reminder workflows handling the pre-visit communication, Marcus's team no longer makes outbound calls to new patients. Patients arrive with their forms completed, insurance verified, and referral documentation uploaded. The therapists can review the intake data before the patient walks in, and the first visit starts on time with a complete clinical picture. The 8 to 12 hours per week that were spent on phone calls are now used for patient follow-ups and schedule optimization.
The Results
“The scheduling + intake combo is what sold us. Patients book online, fill out their paperwork, and show up ready. We used to call every new patient the day before to walk them through forms. That just... stopped.”
Marcus T.
Office Administrator, Summit Physical Therapy
Formisoft features used
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