How Golden Gate Hand Therapy Scheduled 1,481 Sessions and Replaced 2–3 FTEs with Solum Health

 About the Provider

Golden Gate Hand Therapy is a specialty rehab practice focused on hand, wrist, and upper extremity recovery. Their team of certified hand therapists provides expert care to patients recovering from surgeries, injuries, and repetitive-use conditions.

The Challenge

Golden Gate faced a sharp rise in call volume and constant administrative strain due to manual scheduling workflows. With high turnover at the front desk and growing demand, delays became common, and overhead costs increased. Their intake process lacked the speed and reliability needed to support efficient care delivery.

“Too many calls, not enough hands. We needed a smarter, faster way to manage demand.”
— Melanie, Golden Gate Hand Therapy

 The Solution

Solum Health deployed an end-to-end automation solution designed for therapy clinics—automating call handling, intake, and scheduling—without requiring changes to the clinic’s existing platforms.

•  AI Voice Agent fielded 3,486 inbound calls across appointment types, replacing the workload of 2–3 full-time front desk staff
  
  
•  Smart Routing automatically categorizes calls for new appointments, follow-ups, reschedules, and inquiries, reducing human error and bottlenecks.
  
  
•  Scheduling Automation booked 1,481 sessions, cutting average call coordination time from 8–10 minutes to just ~3 minutes.
  
  

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Other Highlights:

•  99% reduction in time-to-first-response: from 3–5 minutes to under 5 seconds.
  
  
•  Intake is now unified across multiple clinic locations under one virtual agent.
  
  
•  Integrated with EHRs like WebPT and Strata, plus eFax providers.
  
  
•  Achieved 40% more sessions booked, with a 30–40% increase in cash-pay sessions.
  
  
•  25% increase in referral-to-booking conversion, due to faster intake and insurance coordination.
  
  

 The Solum Health Solution: Calls + Scheduling

Solum Health was brought in to automate two critical functions: managing inbound calls and scheduling patient sessions. The result was a dramatic shift in efficiency and access, without disrupting existing workflows.

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 What Solum Delivered

• AI Voice Agent handled 100% of inbound calls across new appointments, follow-ups, and reschedules.
  
  
• Smart Call Routing + Scheduling booked sessions, reducing phone time and staff handoffs.
  
  
• Real-Time Response: Patients are reached within seconds, improving experience and reducing drop-offs.
  
  
• No Change Required: Solum integrated with Golden Gate’s existing EHR (WebPT, Strata) and eFax systems.
  
  

“Solum didn’t just reduce our calls, it gave us a system that works. We're finally ahead of the curve.”
— Melanie, Golden Gate

 What’s Next

Golden Gate plans to expand automation into:

• 📤 Referral intake and triage
  
  
• 📎 Document readiness alerts
  
  
• 🗣 Multilingual patient communication (support for Spanish and English)