Georgia Eye Partners Achieves 52% Patient Sentiment Boost with Switchboard, MD

ATLANTA, March 5, 2025 /PRNewswire/ -- Switchboard, MD released a new case study detailing its recent partnership with EyeSouth Partners and the successful pilot at Georgia Eye Partners. Upon implementing the HIPAA-compliant voicemail functionality of Switchboard, MD's Contact Center solution, the practice saw significant operational improvements over 10 weeks.

The study highlights how Georgia Eye Partners, one of EyeSouth's leading affiliates, tackled staffing shortages and voicemail backlogs through AI automation, resulting in:

• 52% Improvement in patient caller sentiment
• 70% Faster resolution of overall patient requests

By automating patient record matching, full-length voicemail transcription, summarization, call classification, and sentiment analysis, staff can focus more on providing higher-value patient interactions with less administrative strain.

"With limited staff and high patient demand, staying on top of voicemails became nearly impossible. Effective voicemail management is essential to make sure patients feel heard and cared for, without overburdening our team," stated Kimberly Monroe, Director of Clinical Process at EyeSouth Partners. "With Switchboard, we've gone from having a lengthy voicemail backlog to completing tasks the same day. Our patients are more satisfied, and our technicians feel a greater sense of accomplishment with a cleaner inbox."

Following the pilot's success, Georgia Eye Partners and EyeSouth Partners plan to expand Switchboard, MD's Contact Center capabilities across its clinics and affiliates, allowing staff to handle a greater volume of patient-impacting workload. This initiative reinforces a more efficient, patient-centered approach to voicemail management and contact center operations at large.

The full case study, which also includes a key reduction in time to complete prescription refill requests and a sharp decrease in repeat callers, can be found here.

About Georgia Eye Partners

For over 25 years, Georgia Eye Partners has been a trusted provider of high-quality medical and surgical eye care to patients across Metro Atlanta and North Georgia. As a multi-specialty group practice with board-certified ophthalmologists and optometrists, the practice offers advanced treatments for a wide range of vision and eye health conditions. Across its 10 locations, Georgia Eye Partners strives for excellence in ophthalmology in order to help patients achieve clear, healthy vision.

About Switchboard, MD

Switchboard, MD is a physician-led artificial intelligence and data science company with a mission to prioritize the human connection in medicine. Its platform improves patient engagement and outcomes, while reducing inefficiency and burnout. By designing and deploying clinically relevant products, Switchboard, MD helps providers and operators collaborate more effectively to deliver high-quality experiences for both patients and staff.

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SOURCE Switchboard, MD