CASE STUDYThe San Antonio Orthopaedic Group Cuts Medical Record Turnaround Times from 10 Days to 10 Hours

As the largest orthopedic practice in San Antonio and South Texas, TSAOG receives an average of 50–60 medical record requests per day. For nearly six years, those requests were managed by a previous release of information vendor. But over time, TSAOG observed declining performance, poor customer service, 10-day turnaround times and ongoing delays in resolving issues.

Recognizing the impact on staff efficiency and patient experience, TSAOG began seeking a new release of information partner – one that could deliver faster turnaround, stronger accountability, and a higher standard of service to resolve the following challenges:

Unresponsive customer service

Medical record request backlogs

Compliance concerns with issue resolution

10-day turnaround times for most requests