Riverside Clinic Triples Patient Portal Adoption
How an 8-provider family medicine clinic unified patient communication and engagement into one platform — and got three times more patients actively using their portal.
The Challenge
Riverside Clinic served over 10,000 active patients with family medicine, pediatrics, and preventive care. eClinicalWorks handled EHR and scheduling while Mailchimp managed health campaigns. Their patient portal had barely 20% adoption despite years of promotion.
Patients called the front desk for everything — appointment requests, prescription refills, test results, and billing questions. Phone hold times averaged 8 minutes, and the clinic was losing patients to competitors with better digital access. The portal was clunky and disconnected from the communication patients actually wanted.
- Patient portal adoption stuck at 20%
- Phone hold times averaging 8 minutes
- Health campaigns not personalized to patient needs
- Front desk overwhelmed with routine requests
The Solution
Riverside Clinic migrated to Dewx over four weeks, creating a patient experience that made digital engagement the natural choice over phone calls.
Portal — Patient Hub
Intuitive patient portal with appointment booking, messaging, prescription refills, and result viewing.
Portal — Smart Messaging
Two-way SMS and email with automated routing to the right department based on inquiry type.
GTM Hub — Wellness Campaigns
Personalized health campaigns based on age, conditions, and preventive care schedules.
Dew AI — Health Education
AI-generated wellness content, seasonal health tips, and post-visit care instructions.
The Results
3x
Patient portal adoption
65%
Fewer phone calls
4x
Wellness campaign engagement
2 → 1
Tools consolidated into Dewx
Timeline
Configured patient portal with self-service booking, messaging, and refill requests.
Launched SMS-based portal onboarding campaign to all active patients.
Activated personalized wellness campaigns by patient demographics and conditions.
Full rollout to all 8 providers; front desk trained on new digital-first workflow.
“Our old portal was a ghost town. Dewx made it so easy to book, message, and refill prescriptions that patients actually prefer it over calling. Portal adoption tripled and our front desk can finally focus on patients who are physically in the clinic.”
Features That Made the Difference
Patient Self-Service
Book, message, and refill without calling.
Two-Way Messaging
SMS and email routed to the right department.
Wellness Campaigns
Personalized health outreach by condition and age.
AI Health Content
Post-visit instructions and seasonal health tips.
Practice Analytics
Track patient volume, no-shows, and revenue per provider.
Patient Engagement Scores
Monitor portal usage and identify disengaged patients.
Ready to Boost Patient Engagement?
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