The orthopedic patient journey is filled with friction—much of it invisible to both patients and providers. From the moment a patient experiences pain or injury to the point of definitive treatment, inefficiencies compound, creating delays, frustration, and lost revenue for practices.

The first major breakdown occurs at access. Many patients still rely on phone calls to schedule appointments, only to encounter long hold times or limited availability. Front-desk teams juggle high call volumes while manually collecting information that could be captured digitally. This creates bottlenecks and increases the likelihood of errors, incomplete data, and abandoned scheduling attempts.

Next comes intake and triage. Patients with vastly different needs—post-operative concerns, chronic pain, acute injuries, or non-orthopedic complaints—are often funneled through the same process. Without structured pre-visit triage, clinics risk scheduling the wrong visit type, with the wrong provider, at the wrong time. The result is inefficient clinic templates, provider overload, and patients who feel their time has been wasted.

Imaging and diagnostics introduce additional friction. Patients may be sent for studies without proper pre-authorization, incomplete clinical documentation, or clear guidance on next steps. Delays here stall treatment and increase administrative burden as staff chase approvals and reschedule appointments.

Finally, communication gaps persist after the visit. Patients leave uncertain about care plans, next steps, or warning signs. They call back with questions that could have been proactively addressed, adding to staff workload and slowing overall throughput.

Individually, these inefficiencies seem small. Collectively, they drive longer wait times, lower patient satisfaction, staff burnout, and missed revenue opportunities.

Orthopedic practices that streamline access, automate intake, and implement intelligent triage earlier in the journey can dramatically reduce friction. By guiding patients to the right care, at the right time, with the right provider, organizations not only improve operational performance—but also deliver a better, more human patient experience.