8 ASC Case Studies Show How Dialog Health's Two-Way Texting Platform Transforms Surgery Center Operations

Key Takeaways from Our ASC Case Studies

• Looking across these ASC case studies, clear patterns emerge. Surgery centers using Dialog Health consistently see:

• Patient engagement rates between 80-95% - far higher than email or phone outreach. Patients actually read and respond to texts.

• Revenue cycle improvements of 21-54% in accounts receivable reduction. Some centers collect more than half their outstanding balances with just one or two automated reminders.

• Dramatic staff productivity gains, with 70-92% fewer routine phone calls. That's hours given back to your team every single day.

• Online reputation transformation, with some centers seeing up to 948% more positive reviews. NPS response rates exceed 80%, compared to the 20% you might expect from traditional surveys.

• The platform maintains HIPAA compliance throughout, and the real-time analytics let you adjust campaigns immediately when something isn't working. More importantly, these aren't temporary wins - they're sustainable operational improvements that compound over time.

If you run an ambulatory surgery center, you know the daily challenges: patients missing prep instructions, staff spending hours on follow-up calls, and accounts receivable that seem to grow no matter what you do.

Dialog Health's two-way texting platform has helped ASCs across the country tackle these exact problems.

Let's look at how real surgery centers have transformed their operations with smart, simple text messaging.

ASC Decreased Patient Accounts Receivable by 21%

A national ASC operator running multiple surgery centers faced a common problem: too much money tied up in patient balances.

They turned to Dialog Health to streamline their collection process.

Here's what they did: The centers set up automated payment reminder texts that went out every 30 days to patients with outstanding balances.

Each message included the center's name, phone number, a link to the payment portal, and - this is key - the patient's specific account balance.

No generic "you have a balance due" messages that patients ignore.

The results speak for themselves.

The operator saw a 21% drop in year-over-year patient accounts receivable.

Even better, 54% of patients paid their entire balance after getting just one or two text reminders.

Think about that for a moment - more than half of your outstanding balances could be resolved with a couple of automated texts.

What surprised the team most was patient response.

Instead of the usual opt-out rates you might expect with payment reminders, 96% of patients stayed enrolled in the texting program.

Online payment portal usage shot up significantly, and staff spent far less time making collection calls and entering payment data manually.

Patients actually preferred the text reminders to phone calls - they found them less intrusive and easier to act on.

83% of ASC Patients Respond to NPS Survey Sent by Text

Digestive Health Center of Dallas, operated by AMSURG, wanted something every ASC wants: real feedback from patients the day after surgery.

Email surveys weren't working. Phone calls and paper surveys cost too much in both time and money.

The solution was straightforward.

The ASC created an automated NPS survey that asked patients a simple question via text: rate your experience from 1 to 5.

They also included a link where patients could leave detailed online reviews if they wanted.

In 2020, they sent these survey texts to 7,397 patients. Here's where it gets interesting:

• 6,144 patients (83%) actually responded to the text

• 5,830 patients gave a 4 or 5 rating (that's 79% positive responses)

• Only 74 patients gave scores of 1, 2, or 3

• 206 patients took time to add written comments along with their rating

For comparison, most healthcare surveys are lucky to get a 20% response rate.

This ASC quadrupled that with a simple text message.

The feedback helped them identify issues quickly, celebrate wins with staff, and build their online reputation at the same time.

Reduced Post-Op Calls by 92% and Saved Staff Time

Baptist Plaza Surgicare had a workflow problem that probably sounds familiar.

Post-op staff were making an average of 2.5 calls per patient just to complete required check-ins.

Each successful call took about six minutes, but that doesn't count the time spent leaving voicemails and calling back repeatedly.

The facility worked with Dialog Health to create an automated text survey that went out one day post-op.

The questions were designed to meet QAPI requirements, asking about pain, nausea, and general wellbeing.

If patients answered "yes" to all questions, no phone call was needed. If they answered "no" to any question, staff would follow up personally.

Over four months from April to July, here's what happened:

• 1,768 patients opted in for text messages

• 1,411 (80%) responded to the post-op questions

• 1,301 patients answered "yes" to everything, eliminating the need for a call

• Only 101 patients needed a follow-up call because they reported an issue

Do the math: the facility eliminated more than 3,250 phone calls.

That's not just time saved - it's a fundamental change in how the PACU operates.

As the administrator put it, nurses can now "concentrate on doing what we do best...care for our patients" instead of playing phone tag.

Increased Cash Flow by Reducing Accounts Receivables by 54% in Just 6 Weeks

A USPI facility started October 2016 with $110,000 in outstanding patient accounts receivable.

They were already using Dialog Health for appointment reminders, so they decided to add payment reminder messages to the mix.

The approach was simple. Instead of multiple phone calls and mailed statements, staff sent direct texts to patients with balances.

Each message included a link to the payment portal and a phone number for questions.

No complicated setup, no new systems to learn.

Six weeks later, the outstanding balance dropped from $110,000 to $48,000 - a 54% reduction.

Staff gained hours back in their day since they weren't making collection calls.

But here's what really mattered to the regional VP: patients actually preferred it.

They found text reminders less hassle than phone calls and more convenient than paper bills.

The facility also saved money by not printing and mailing statements.

Texts Turn Happy Patients Into 5-Star Reviewers for Central Texas Endoscopy

Central Texas Endoscopy Center in Bryan, Texas, had plenty of happy patients but almost no online reviews.

The few reviews that showed up organically didn't reflect the volume or quality of care they provided.

Worse, a single negative review could damage their reputation disproportionately when you only have a handful of reviews total.

The center started sending friendly text messages with short links to their Google and Facebook review pages.

Nothing complicated - just a thank you and a request to share feedback.

Ashley Wale, the Center Director, noted that "sending these texts is quick and effortless, and the results speak for themselves."

By mid-August 2025, the center was adding about 30 new reviews every month.

Their Google rating climbed to 4.9 out of 5 stars with 850 reviews.

On Facebook, they maintained a perfect 100% recommendation score with 23 detailed reviews.

The team shares positive feedback with staff to boost morale and reinforce their commitment to great care.

When concerns come up, they respond personally and quickly.

In several cases, patients have actually updated their reviews to be more positive after talking with the administrator.

It turns out that showing you care about feedback makes patients more likely to give you the benefit of the doubt.

How Trackable Text Links Transformed Patient Prep at Tulsa Endoscopy

Tulsa Endoscopy Center had a tracking problem.

They sent prep instructions via text, but the links went to a third-party vendor's site.

Staff had to jump between different systems to see if patients actually clicked the links and read their prep instructions.

This fragmented workflow made it hard to spot problems before procedure day.

The fix was switching to Dialog Health's trackable short links with the AnalyticsPRO dashboard.

Now everything lived in one place. Messages went out automatically three days before appointments with clear, trackable links to prep instructions.

Over 55 days, TEC sent 1,538 messages. The numbers tell an interesting story:

• 1,451 messages delivered successfully (94% reach rate)

• 1,816 total clicks on the prep instruction links

• 125% click-through rate (meaning patients clicked multiple times)

That last stat is important - patients weren't just glancing at instructions once.

They came back to review them again, which meant they showed up properly prepared.

The center saw a noticeable drop in prep-related phone calls, giving staff more time for patient care.

Lisa Fonkalsrud, the Center Director, put it simply: "We use AnalyticsPRO every single day. It's become an essential part of our workflow."

When something isn't working, they can see it immediately and adjust the message or timing.

Once set up, the whole system runs automatically.

Google Reviews Skyrocket by Nearly 1000% for an ASC Using DH Two-Way Texting

A national outpatient organization wanted to boost online reviews for nine centers that had barely any web presence.

They implemented an automated post-appointment text campaign - every patient who opted in received a message two days after their procedure asking for feedback.

The transformation was dramatic:

• Total Google reviews jumped from 123 to 1,289 (a 948% increase)

• Average reviews per center went from 14 to 143

• Average star rating improved from 4.1 to 4.8 stars

The biggest wins came from the centers that needed help most.

Three locations with terrible ratings (2.9, 3.1, and 3.6 stars) all improved to 4.7 or 4.8 stars.

Centers that had almost no reviews (one had just a single review) ended up with 86, 100, or even 168 reviews.

This wasn't about gaming the system - it was about making it easy for satisfied patients to share their experiences.

Most patients want to leave good reviews; they just need a simple way to do it.

Join These ASCs That Transformed Their Operations in Just Weeks

You've just read how ASCs across the country transformed their operations with simple text messaging.

From Baptist Plaza Surgicare eliminating 92% of post-op calls to USPI collecting $62,000 in outstanding balances in just six weeks, these aren't outliers - they're typical results.

Right now, your staff is probably making those same 2.5 calls per patient for post-op follow-ups.

Your accounts receivable is likely growing despite collection efforts.

And your online reviews don't reflect the excellent care you provide every day.

Dialog Health changes all that.

Our HIPAA-compliant platform was built specifically for healthcare, which means you get:

• 54% reduction in accounts receivable within 6 weeks (USPI's actual results)

• 83% patient survey response rates compared to the 20% you're probably seeing now

• 92% fewer post-op phone calls, giving your nurses hours back every day

• 948% increase in positive reviews for centers that had almost none

Here's what happens next: Fill out this quick form and one of our healthcare communication experts will reach out to schedule a brief 15-minute video call at your convenience.

No pressure, no lengthy presentations - just a focused conversation about your specific challenges and whether our platform makes sense for your ASC.

We've done this thousands of times with surgery centers just like yours.

You'll see exactly how the platform works, get answers to your questions, and walk away with actionable insights - whether you work with us or not.