Case History: Small Physical Therapy Practice

The company is a privately-owned clinic with 12 staff members including licensed physiotheraposts, assistants and front desk staff. The clinic specializes exclusively in physiotherapy services for sports injuries, post-surgery recovery and chronic pain management.

Challenges

• Outdated scheduling and communication: Patients had to call during office hours to schedule or reschedule appointments. Missed calls led to lost booking and frustrated patients.
• On-premise server: Patient records and exercise programs were stored on a local server that frequently went down, limiting access for therapists and slowing care.
• Cybersecurity risks: With only basic antivirus and backup systems, the client was exposed to ransomware attacks and compliance risks (HIPAA).
• Staff inefficiencies: Admin staff spent hours each week manually confirming appointments, chasing missed forms and handling repetitive patient questions.
• Static website: The clinic’s website acted as a digital brochure only. Patients couldn’t book appointments, fill intake forms or access their therapy programs online.

Projex IMC Solution

Projex IMC implemented legacy tech upgrades in phases, tailored to the clinic’s size and focus:

1. AI IT and Cybersecurity – Replaced outdated security tools with ProjexOne™ endpoint protection. Automated patching and ransomware-proof backups to protect sensitive health records.
2. Smart Infrastructure (MS365) – Migrated all patient records and exercise program documentation to SharePoint for secure, HIPAA-compliant access.
   Microsoft Teams enables therapists to securely share updates and collaborate on patient treatment plans.
3. Cloud-Based Phone System – Introduced an auto-attendant and call routing to reduce missed calls. Voicemail to e-mail feature ensures faster patient callbacks.
4. Smart website: Added an AI chatbot to schedule appointments 24/7, reducing call volumes. A secure patient portal was added to the site, allowing clients to access therapy exercises, complete intake forms and pay invoices online. Integration with Microsoft Outlook ensures real-time calendar synching.

Results Six Months After Implementation

• Reduced no-shows by 40%: Automated reminders have improved appointment attendance.
• Improved patient experience: 70% of appointments are now booked online, offering convenience and flexibility.
• Lowered IT costs by 25%: Consolidated IT systems and elimination of server maintenance have reduced IT costs.
• Compliance confidence: Patient data is securely stored and backed up, making HIPAA audits smooth and stress-free.
• Increased staff efficiency: Front desk staff save approximately 20 hours per week by automating appointment scheduling and intake form management.