How Dr. Peterson reclaimed his time and revenue with Docnote
Dr. Peterson's team managed a massive volume of uninsured requests, but labour-intensive manual processes weren't delivering the speed or transparency his staff needed to succeed.
The Challenge
Phone Tag, Paperwork, and Uncomfortable Conversations
"We had pressure from patients… saying 'Doc, why are you charging me? You know, could you give me a break?"
— Dr. Peterson
Charging for uninsured services often introduced significant friction into the patient-doctor relationship. Patients frequently utilized emotional plays to request discounts, forcing Dr. Peterson into uncomfortable financial negotiations that undervalued his medical expertise and created a heavy emotional burden.
Without a transparent tracking system, phone lines were constantly clogged by patients seeking simple status updates on their paperwork, creating a cycle of inefficient phone tag and unnecessary office visits. "There was a lot of phone tag going back and forth. I have spent hundreds of hours working on uninsured services that patients didn't even bother to pick up." — Jen, MOA
The clinic's manual workflow was gruelling, requiring Dr. Peterson to sacrifice his personal time to complete forms. "I'd go through the form myself in the evenings… quite frustrating for me as a family doctor because that was my evenings or weekends." Meanwhile, the sheer scale of forms created a monumental bookkeeping headache — with nearly 10,000 individual line items requiring manual reconciliation, the cost was high and the process was unsustainable.
The Solution
An Automated System for Uninsured
"Your patients online, it's transactional. No different than putting in an Amazon order… it's completely removed that whole conversation."
— Dr. Peterson
With Docnote, the practice transitioned to a digital workflow that treats uninsured services as a seamless, transactional experience. Patients now submit requests and provide upfront digital payments online, which removes financial negotiations from the exam room and ensures the physician's time is secured before work begins.
The delegated workflow allows staff to draft notes for the physician's digital signature, and a transparent dashboard means both staff and patients can track progress in real time. "Patients can log on and they see the transparency of where their note is in the process, so I don't have to even initiate a conversation with the office." — Dr. Peterson
The Impact
Reclaimed Time and Tens of Thousands in Savings
"If you can reduce that admin by 50%, that's an hour and half every night with your family, which is really, you can't put a price tag on that."
— Dr. Peterson
The difference shows up across the entire practice. Tasks that once took 30 minutes now take 30 seconds. The shift from 10,000 individual line items to just 12 monthly reconciliations has revolutionized the clinic's bookkeeping. "Once a month, we get reconciliation… The bookkeeper's time reduction is about 200 hours a year… we're talking tens of thousands of dollars of savings." — Jen, MOA
The most profound impact for Dr. Peterson has been the ability to delegate the administrative bulk to the software, freeing him to focus on what matters most. "Happy staff equals happy physician. That definitely holds true… You'll notice a huge difference between the old way of doing and the Docnote way." — Dr. Peterson
Relieve the stress from managing your uninsured service program and improve your practice.
Get started today with a free 1-1 onboarding demo with our Docnote customer success team.