eClinicalWorks and healow Help Leading Endocrinology Practice Improve Chronic Care Management and Reduce No-Shows

San Antonio-based Diabetes and Metabolism Specialists achieves significant operational and clinical improvements through advanced patient engagement and management solutions

WESTBOROUGH, Mass.--(BUSINESS WIRE)--eClinicalWorks®, one of the largest ambulatory cloud EHRs, announced that Diabetes and Metabolism Specialists has achieved significant operational and clinical improvements through digital patient engagement and chronic care management solutions. By transitioning from manual, call-heavy workflows to real-time communication, the practice has reduced no-shows, saved over four hours per staff member per day, expanded CCM enrollment from approximately 200 to more than 1,400 patients, and strengthened support for patients with complex chronic conditions.

Diabetes and Metabolism Specialists, a high-volume endocrinology practice serving 60,000 patients, many of whom are elderly, across 10 providers, delivers specialized care for diabetes, metabolic conditions, and weight management. The specialty practice receives approximately 1,500 patient calls and sees 220 patients per day.

Expanding Chronic Care Management with eClinicalWorks CCM and healow RPM

In addition to improving patient communication and operational efficiency, Diabetes and Metabolism Specialists has expanded its chronic care programs using eClinicalWorks Chronic Care Management (CCM) and healow Remote Patient Monitoring (RPM) solutions.

• CCM enrollment increased from roughly 200 to over 1,400 patients.
• The programs enabled seamless monthly check-ins and medication follow-ups.
• Instant messaging between patients and care teams has enabled faster interventions and better outcomes.

“We’ve been able to respond to patients immediately and, in some cases, prevent hospital visits,” said McKnight.

healow RPM tools, paired with connected devices such as scales, blood pressure monitors, and glucose devices, enable continuous monitoring and proactive care. This digital-first approach allows the practice, which manages complex chronic conditions, to maintain high-quality, personalized care at scale.

Reducing No-Shows and Administrative Burden with Messenger

Using Messenger, the practice transitioned from manual phone workflows to real-time digital communication, resulting in significant operational improvements:

• Reducing Call Volume and Administrative Burden: Transitioning from manual phone workflows to digital communication using Messenger has reduced dependency on phone calls, increased face-to-face patient interaction, and saved over four hours per staff member per day.
• Fewer No-Shows, Better Scheduling Efficiency: Digital appointment reminders and two-way messaging have led to measurable improvements in attendance and practice efficiency.

“Previously, we would see about 7-8 no-shows or late cancellations per provider. Now, we see one no-show per provider since enabling Messenger,” said Shila McKnight, COO at Diabetes and Metabolism Specialists. “Earlier, verifying appointments could take an entire day. Now we can instantly message patients and manage multiple conversations at once. Also, patients respond faster to messages than to phone calls. It’s made a major difference in keeping schedules full and running on time.”

McKnight added, “Patients have also responded positively, with many preferring messaging for its speed and convenience. That kind of real-time communication is invaluable.”

“Digital engagement is transforming the way specialty practices deliver care,” said Girish Navani, CEO and cofounder of eClinicalWorks. “With tools like Messenger and our CCM and RPM solutions, providers can reduce administrative burden, strengthen patient communication, and proactively manage chronic conditions.”

About Diabetes and Metabolism Specialists

Diabetes and Metabolism Specialists is a leading endocrinology practice specializing in diabetes care, hormonal disorders, and metabolic conditions. Led by board-certified endocrinologists and a multidisciplinary care team, the practice delivers patient-centered care supported by education, advanced diagnostics, and innovative treatment programs. For more information, visit www.diabetesandmetabolism.com.

About eClinicalWorks

eClinicalWorks was founded in 1999 to help digitize paper charts for ambulatory practices. Today, eClinicalWorks leads the nation in innovation with cloud-based solutions for Electronic Health Records and Practice Management. In addition, we help ambulatory practices, specialists, health centers, urgent care facilities, and hospital systems manage their revenue cycle, patient relationships, and Population Health initiatives. More than 180,000 providers and 1 million medical professionals rely upon the power and scalability of the eCW Cloud for flexible clinical documentation, better front-office workflows, and more efficient billing driven by Robotic Process Automation. We combine innovation, leading-edge technology, and a commitment to patient safety to enable practices to grow and thrive amid the challenges of 21st-century healthcare. For more information, visit www.eclinicalworks.com, follow us on Facebook and Twitter, or call [phone].