Medsender Case Study

How Midwest Digestive Health & Nutrition Doubled Their Referral Conversion Rate with Medsender

Midwest Digestive Health & Nutrition (MDHN) is a gastroenterology practice serving patients across the greater Chicago area and statewide through virtual care. Led by Dr. Neil Gupta, MD, MPH, FASGE, the practice delivers comprehensive digestive care from colonoscopies and endoscopies to IBD management, weight loss, and gut-brain therapy.

20%–40%

referral conversion rate improvement

Same-day

patient contact, down from 14 days

1.5 FTEs

hours returned to patient care

Company Overview
The Challenge

As MDHN’s patient volume grew, manual fax and referral workflows became a critical bottleneck. Administrative inefficiencies strained staff, delayed scheduling, and made it increasingly difficult to maintain their high standard of patient care. Without modernizing these workflows, growth would be impossible.

Despite having staff dedicated to referrals, MDHN’s manual processes were slow, labor-intensive, and prone to delays. The team lacked visibility into referral volume and conversion rates and knew opportunities were slipping through the cracks.

Current challenges included:

  • Referral response times of 14-day delayed patient scheduling.
  • 80 staff hours per week consumed by manual fax processing and data entry.
  • No visibility into referral volume or completion rates.
  • Lost referral opportunities due to slow processing and growing backlogs.
The Solution
  • Digitize, label, and categorize all inbound faxes and referrals, routing them directly into the patient record and creating new charts for referred patients.
  • Process referrals the same day to eliminate backlog and accelerate scheduling.
  • Automate patient outreach with same-day texts and reminders inviting them to schedule.
  • Gain real-time visibility into referral volume and performance metrics.
  • Scale operations with a platform built for advanced automation and scalability.
“Medsender took us from a horse and buggy to a car. We can accomplish more, faster, and with better data than we ever imagined. We couldn’t believe what was possible once everything was digitized, including automated patient texts and emails, with no referral backlog.”

NG

Dr. Neil Gupta

MD, MPH, FASGE

The Results
  • Cut referral time to first contact from 14 days to the same day.
  • Improved referral-to-booked-appointment rate from 20% to 40%.
  • Saved 80 staff hours per week, even as fax volume increased.
  • Improved referral completion rates, enabling MDHN to scale without additional hires.
  • Enhanced patient experience with same-day outreach and reminders.

Why Midwest Digestive Health & Nutrition Chose Medsender

AI-powered fax labeling and categorization that makes referrals organized and actionable

Direct EHR uploads to reduce manual steps and improve data accuracy

Comprehensive automation across referrals, faxes, and patient communication

Ease of use compared to complex, expensive alternatives

A consultative approach focused on optimizing workflows and driving long-term growth

“We’d recommend Medsender, especially for any practice drowning in faxes and referrals. Medsender has helped us book more patients, save time, and focus on growth.”

NG

Dr. Neil Gupta

MD, MPH, FASGE

Customer Experience

See What Medsender Can Do for Your Practice.

Book a 30-minute demo and see how Medsender closes referral gaps, eliminates the fax pile, and returns hours to patient care.

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