Carolina Allergy and Asthma Case Study
Carolina Allergy and Asthma Center (CAAC), has over 70 years of experience treating patients with asthma, allergy and immunology needs in Charlotte, North Carolina. Since the first practice opened in 1952, the group has successfully expanded to 14 locations—nearly doubling the number of practices since 2011. Despite the group’s tremendous growth and success, they sought out Brevium looking to combat the age-old problem of successful patient retention and reactivation.
“For every dollar we’ve paid Brevium, we’ve received over $37 in revenue. You don’t find returns like that in the stock market. Quantitatively, it’s been very good for us.”Rob Ellis, CAAC CFO
After hearing of Brevium’s positive impact through a peer at Southern Ear, Nose and Throat Allergy Physicians (SENTA), CAAC practice administrator Charlie Furr was immediately interested in how the software could help bring back patients who have no-showed appointments while also finding and bringing back patients overdue for treatment. With CAAC’s current scheduling system only allowing providers to schedule six months in advance, patients who have a longer interval of care—say patients with allergic rhinitis who require follow-ups every 12 months—don’t always get around to scheduling those appointments. CAAC eventually instituted a postcard system to encourage these patients to come back for treatment, but quickly found that the patients didn’t respond well to the postcard system. At a loss for how to bring these overdue patients back in for care, CAAC CFO Rob Ellis said the idea of working with a software that can identify patients that should have come in, but didn’t, made a lot of intuitive sense.
CAAC went live with Brevium in January 2022 and has since seen impressive results. Within the first year of using the software, Brevium brought back over 5,500 overdue patients that would have otherwise fallen through the cracks. According to Ellis and reports generated by Brevium, for every dollar paid to Brevium, CAAC has received $37 in return—and this is just from the office visit side, which does not include surgical revenue. CAAC achieved these results by using a combination of text, email and autocall, finding that using a mix of multiple outreach methods significantly increased the chances of reactivating patients. Out of the methods used, autocalls found the most success with CAAC’s overdue patients as 42 percent of those who scheduled an appointment responded to the autocall. CAAC’s remarkable return on investment after just one year of using Brevium’s software has recently encouraged them to expand Brevium’s scope to help patients with other conditions.
Most recently, CAAC looks to expand Brevium’s reach to immunotherapy patients. Brevium’s first step will be to find patients who were recommended and agreed to immunotherapy treatment, but never followed through. Brevium will also help CAAC immunotherapy patients by finding those who started the treatments but have since stopped treating and fallen out of compliance. This expansion will help CAAC continue to deliver on its promise of patient-focused care, simultaneously offering patients the opportunity for a better life while growing as a practice and increasing the bottom line.