CLIENT STORY
HCA Florida St. Lucie Hospital Increased Visits per Evaluation with ReDoc
CASE STUDY | ReDoc
How HCA Florida St. Lucie Hospital Increased Visits per Evaluation from 11 to 12.5 with ReDoc
Organization:
Hospital-based outpatient
and inpatient rehab
therapy department
Team:
Outpatient and inpatient
physical and occupational
therapy staff
(count not disclosed)
Source:
Karen Smith, MPT, GCS,
Director of Rehabilitation
Services
Key Results:
Visits per evaluation increased
from 11 to 12.5 over roughly two years
Cancellation and no-show rate decreased
dramatically due to real-time scheduling visibility
No staff vacancies
in the department
The Challenge
Before ReDoc, HCA Florida St. Lucie Hospital’s rehab therapy department ran on a shared paper appointment book and hand-tracked authorizations.
- A single paper schedule, shared across the front desk, gym and lymphedema clinic, was frequently missing or altered.
- Patients often did not know their own appointment times, and staff had no reliable way to confirm a visit.
- Visit authorizations were tracked by hand on a calendar, risking treatment beyond what was authorized.
- Documentation lagged behind patient care, leaving some therapists with a backlog of notes after hours.
The Solution
HCA Florida St. Lucie adopted ReDoc, Net Health’s rehab therapy EHR, starting with the electronic scheduler and expanding into real-time documentation across the department. Therapists now document from iPads and rolling computers, and patients complete intake forms ahead of their visit.
The scheduler replaced the shared paper book with a system every location can see and update at once, eliminating the daily confusion over who had booked or erased an appointment.
ReDoc also added a visit-authorization flag directly on the patient dashboard, replacing a hand-marked paper calendar and giving clinicians earlier warning before a visit count runs out. New clinicians typically reach full independence on the system within about a week.
Together, these changes moved a paper-dependent department onto a system built for the pace and compliance demands of hospital outpatient therapy.
The Results
Patient Volume and Retention
- Visits per evaluation increased from 11 to 12.5 over roughly two years
- No staff vacancies in the department
Compliance and Documentation
- Visit-authorization tracking moved from a hand-marked paper calendar to an automatic dashboard flag
Scheduling Efficiency
- Cancellation and no-show rate decreased dramatically due to real-time scheduling visibility
- New clinicians reach full independence on ReDoc within about a week
Business Impact
With ReDoc, HCA Florida St. Lucie Hospital raised visits per evaluation from 11 to 12.5, keeping more patients engaged through a full course of care while eliminating the daily disruption of a paper-based schedule. The department has sustained that gain alongside zero staff vacancies over the same period, a retention record Smith attributes in part to giving her team tools that reduce administrative drag on their day.
As the department continues to lean on ReDoc’s documentation and compliance tools, Smith expects the more complete records it produces to keep strengthening the department’s position in payer disputes, even as reimbursement rules continue to shift.
See what ReDoc can do for your rehab department.
“ReDoc gives us that armor
like the weapons to fight
these reimbursement
battles, which are never
going to go away.”
Karen Smith, MPT, GCS, Director of Rehabilitation Services
“With ReDoc, my clinicians can spend more one-on-one time with their patients because they’re not trying to get logged into a computer somewhere.”
Karen Smith, MPT, GCS, Director of Rehabilitation Services
“Since moving to ReDoc, that KPI of visits per eval has gone from eleven to twelve and a half because we can keep those patients in and manage them efficiently throughout their care.”
Karen Smith, MPT, GCS, Director of Rehabilitation Services