Case study · HRT and medical wellness · Arizona
How a hormone therapy practice almost doubled patient volume
Stephanie Quintana co-founded Keystone Medical Wellness, a hormone therapy practice in Gilbert, Arizona. Bookings mostly came in by phone or at the front desk. Since moving to Pabau, Keystone’s two locations see almost twice the patient visits. Most of that growth is patients coming back on schedule.
~2×
Almost double the patient visits
~2×
Almost double the revenue, compared with earlier years
Fewer
cancellations, even as the practice got busier
2
locations. The second one started on Pabau from day one.
Sources: Stephanie Quintana on camera, plus trends from Keystone’s Pabau account. Figures shown as multiples, not dollar amounts.
The challenge
A phone-first practice, losing the patients who don’t call
Keystone’s patients come back often: weekly injections, monthly packages, pellets every quarter. Every one of those visits depended on someone calling in or walking through the door. The phones kept the practice busy, which hid how many patients never called at all.
The patients they never heard from
To book, you called. Patients who would rather book online, or text instead of call, kept slipping through.
Everything was done mostly via the telephone or in person. So we really lost a lot of connection with people who really don’t wanna call, but they wanna be able to make an appointment.”
Ultimately, I think what we didn’t fully recognize is how many people we were missing.”
Paper intake, printed consents, a scanner
Consent forms came in on paper: printed, signed, scanned, then loaded into the client card one by one.
A lot of our consent forms, everything had to be signed and printed and scanned, and it was so much extra work on our team to make sure all that stuff was loaded and put into the client card.”
Previously, everything we had was relatively archaic in hindsight. We felt like we were way behind the eight ball.”
Packages tracked by hand
A patient on a monthly protocol has sessions to use. The old EHR couldn’t count them.
Previously, with our other EHR, we were not able to track it other than manually.”
Why Pabau
She came for online booking and left with the whole practice on one system
Stephanie searched, asked friends with similar practices, and read side-by-side comparisons. Her brief was one line: let patients book online instead of calling. The first demo answered that, then kept going.
When we met with Pabau the first time, not only did they offer that, they offered so much more for us to streamline everything that we could do, including online patient intake forms. And ultimately, Pabau really caught our attention because their customer service was beyond anything that I have been able to reach with anyone else that I had met with.”
Chosen because her team would pick it up fast
Beyond the features, the demo told Stephanie how little training her team would need.
It was so easy to follow and easy to remember that in my heart of hearts, I just knew this was gonna be one of the easiest platforms for us to introduce to our team.”
Honestly, it’s the easiest platform that we’ve ever trained on. The 20, 30-year-olds that grew up with computers, they use it like it’s Facebook or Instagram.”
Support that didn’t stop at the sale
They were willing to really take on any task that I asked of, and if they couldn’t do it, they were very direct and honest about why they couldn’t.”
Stephanie keeps a standing weekly meeting with her contact at Pabau.
I have a running meeting where I just meet with my advisor from Pabau weekly, so that we can make sure everything is running appropriately, and they always have the fix.”
The solution
Three clocks, one system
Hormone therapy is a cadence business. Keystone runs three cadences at once, and Pabau counts each session as the appointment is booked and closed.
- Every weekInjectionsEach visit is ticked off against the patient’s package.
- Every monthMonthly packagesPrepaid protocols where the balance of sessions updates itself at checkout.
- Every three monthsPelletsThe next visit is booked before the patient leaves.
This one tracks it by scheduling the appointment and closing the appointment, using a payment type of a package session, which we really didn’t realize we were missing until we had it available. Now I don’t think we can live without it.”
A patient’s path through Keystone
Booking
Replaces: A phone call
Booked online, often before any conversation
New patients book from the website and can arrive without ever having spoken to the front desk.
Intake
Replaces: Paper, printing, scanning
Forms filled at home, flowing into the clinical note
Workflows carry the patient’s intake answers straight into the provider’s note, so nothing is typed twice.
Visit
Replaces: A manual session tally
Session closed, package balance updated
Closing the appointment with a package payment type deducts the session.
Before leaving
Replaces: Phone back-and-forth
Next visit booked, changes made online
Patients rebook at the desk. If plans change, they move it themselves within the rules Keystone sets.
Between visits
Replaces: A call list for missing patients
Text and email when someone goes quiet
Automations run in the background, and the team reaches out if a patient is missing their cadence.
Payment
Replaces: A standalone POS
Payment link, Tap to Pay or Apple Pay
The patient pays by link, Tap to Pay or Apple Pay. The payment is reconciled automatically and recorded on the patient file, with no card machine to balance at the end of the day.
How many of these steps is your practice doing by hand?
We’ll map it with you in a 45-minute demo.
The results
Almost twice the visits, most of them patients coming back
Keystone’s Pabau account shows visits almost doubled. Most of the growth came from existing patients coming back on schedule.
Pabau has really given us an opportunity to increase our patient volume by almost double, specifically because we have streamlined how we book our patients, and their ease of booking online or rescheduling online so they don’t miss their next appointment.”
Cancellations fell, even as the practice grew
Volume almost doubled and cancellations still fell. Stephanie added team members only once the revenue could cover them. It did.
Our cancellations decreased significantly with us adding Pabau into the mix.”
If we added a team member, we had to make sure that we had the revenue to cover that team member and beyond, and it absolutely did just that. We are well beyond where we started.”
Clinical notes stopped being the hardest part of the job
Writing up visits used to eat into provider time. Three things changed it. Custom forms and workflows put the patient’s intake answers into the note before the provider starts writing. Pabau Scribe, our AI scribe, listens to the consultation and drafts the clinical note. Dictation covers the rest.
- 1Intake flows into the note.The patient fills in the forms at home. Workflows carry the answers straight into the provider’s note, so nothing is typed twice.
- 2Pabau Scribe drafts the consultation.It listens to the conversation with the patient and drafts the clinical note while the provider stays with the patient.
- 3The provider reviews and signs.A read-through and a signature, instead of a write-up from memory at the end of the day.
Being able to create our own forms and using workflows for those forms to help make our providers’ jobs easier when writing their clinical notes has really transformed how we do business, in the sense that the patients fill out their intake forms and all of that information has been transitioned directly into the clinic form.”
Clinical notes are the hardest part of a provider’s job. You wouldn’t think it is, but it is. And Pabau has made that so much easier by adding dictation, by adding AI opportunities, but also adding in the workflows for us.”
A second location that grew faster than the first
Eastmark opened with Gilbert’s full Pabau setup in place, minus patient records, so it skipped the slow start of building systems from scratch. Stephanie credits Pabau, a strong location, and team members who moved over from Gilbert.
The advantage of our second location was that we started with Pabau. So we were able to grow that location from start to today significantly faster than we were able to grow our Gilbert location. Pabau transferred everything that we had, except patient information, to the new clinic, and we were able to just hit the ground running right away.”
Asked what she would set up first if she opened a third location, Stephanie’s list has two items:
- 1Pabau, so patients can book from the website right away.
- 2The phone system. Everything else can follow once the doors are open.
Her advice to other practice owners
You can reach people with ads, but what quality of patient are you actually reaching? If you’re doing the right systems and processes in your office and your patients are sending in their friends and family members, as a loyalty, referral, you will see a greater return on a patient like that.”
Keystone pays loyalty dollars to both the referrer and the referred patient. To Stephanie, that’s money spent inside the practice instead of outside it.
To me, Pabau is the blood flow of our organization. Our team is our heartbeat, and the blood flow is Pabau.
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