September 18, 2023
At Palmetto Counseling (Palmetto), we sincerely appreciate and value the trust you place in us to provide you and your loved ones with caring, compassionate treatment, and outstanding customer service. Founded on September 11, 2008, The Team at Palmetto feel extremely blessed and appreciate the opportunity to serve our community these past fifteen years and look forward to serving you in the years to come.
Since the onset of the pandemic and like many other industries, our practice has been impacted by several challenges that include high call volume, labor shortage, and staff turnover during a time of unprecedented need and demand for quality behavioral healthcare.
Since introducing medication management / psychiatric services in 2021 and offering counseling services in both of our locations, our inbound calls increased from an average of 1,500 / 2,000 to over 4,000 inbound calls per month (with a high of 4,700 during our most recent quarter in 2023).
As a private, independently owned behavioral healthcare practice, our call volume is being handled between 1 -2 full-time administrative staff using a multi-line VOIP phone system with auto-attendant features. All inbound, outbound calls, and faxes are electronically documented, and dispositions of calls and faxes are recorded in our call log.
Being a small – medium sized outpatient group practice, we do not have the resources such as a call center (domestic / near shore / or offshore) that you may see in a larger, corporate-owned healthcare setting.
An intake call to schedule and register as a new client with Front Desk typically averages between 10 – 15 minutes per call from start to finish (approximately 4 per hour). Given our high call volume (4,000+ inbound calls per month), this poses a significant challenge to meet the increased demand.
Unfortunately, this often leads to rounds of ‘phone tag’ between our Front Desk and clients attempting to reach us. We understand this can be frustrating, time-consuming, and inefficient.
In response to client feedback and concerns, the Team at Palmetto has been diligently working on several solutions to improve customer service and expedite the intake process, so clients have a more seamless, efficient, and positive experience when seeking our services:
Instructions to Register for the Patient Portal:
- Under the ‘Schedule an Appointment’ Drop Down Menu at the top of this page, click on the “Access Patient Portal” link.
- Follow the prompts to create your account.
As the President / CEO / Founder of Palmetto, I encourage you to reach out to me or any member of our Administrative Team so that we can address your concerns directly. It is our goal that we make things right if you are unhappy with your services and explore options that you find satisfactory as we work together.
If you have any questions or need assistance with the patient portal registration process, please don’t hesitate to reach out to us at 803-329-9639 or [email protected].
Rich Schlauch, MSW, LISW-CP
President / CEO / Founder