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Dermatology Associates of Western Connecticut (DAWC)

DAWC Reduces Clinical Message Resolution Time by 67% with OhMD AI

DAWC manages high volumes of medication questions, refill requests, and clinical follow-ups every day. These workflows ran almost entirely through nurse-line calls and voicemails, creating delays, rework, and heavy administrative load. DAWC first implemented OhMD in late 2023 for secure patient texting, then expanded in fall 2025 with Nia, an AI assistant that now handles intake and routing for the practice's highest volume clinical communication workflows. By replacing voicemail-based nurse-line workflows with AI-powered intake and a unified inbox, this multi-site dermatology practice cut resolution times, freed up nursing hours, and improved patient communication, all without adding staff.

Feb 4, 2026

three nurses on phonec calls answering patient questions

Solving the Bottleneck Nobody Was Talking About

Within 60 days, OhMD AI turned a voicemail-driven bottleneck into a streamlined, structured workflow, giving nurses their time back without asking them to work faster.

67%

Reduction

In time-to-resolution for refill and medication-advice cases

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31%

Reduction

in nurse-line voicemails

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650

Hours

recovered annually for nursing staff

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Challenge

Voicemail bottlenecks were slowing clinical care.

Nurses spent substantial time checking multiple voicemail boxes, transcribing unstructured messages, searching for patients in Nextech, returning calls, and navigating repeated phone tag. Patients struggled to reach the office, photos could not be submitted, and critical medication questions were delayed by slow communication loops, creating inconsistent triage and higher clinical risk.

Solutions

Feature 1

AI intake layer

OhMD AI collects structured patient and medication details, such as name, date of birth, medication, pharmacy, and preferred contact method, before routing messages to nurses for review and response.

Feature 1

A single unified inbox

Every message, whether started by AI or a direct text, flows into one central queue, replacing fragmented voicemail boxes with a structured, fully documented message system.

Feature 3

Structured workflows for high-risk cases

Prescription refills, medication advice, post-procedure concerns, image sharing, and chronic condition support (Accutane, eczema, psoriasis) now follow a consistent, complete intake process every time.

Real world results for a high volume practice

In just 60 days, DAWC saw measurable time savings and meaningful improvements in how nurses and patients experience clinical communication.

50% reduction

In avg time to resolve RX refill

75% reduction

In average time to resolve med advice call

busy waiting room in modern clean doctors office

Don’t take our word for it

“Everyone is selling AI for scheduling, but that isn’t where our biggest bottlenecks are. Automating scheduling is helpful, but automating clinical communication is transformational. OhMD and Nia are solving the complex, high-volume medication and triage workflows that actually bog down our practice. That’s where the real impact is, and we feel it every day.”

Kim Eickhorst

MD, Dermatology Associates of Western Connecticut

Hear it answer for yourself

Call our live demo line and test out AI! Schedule a fake appointment, ask it anything, hang up convinced.

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Hear it answer for yourself

Call our live demo line and test out AI! Schedule a fake appointment, ask it anything, hang up convinced.

Call our AI

Hear it answer for yourself

Call our live demo line and test out AI! Schedule a fake appointment, ask it anything, hang up convinced.

Call our AI