How a High-Volume Vail Joint Replacement Practice Elevated Patient Experience Without Adding Staff

The Practice

A private, PE-backed orthopedic practice in Vail, Colorado performs more than 700 total joint replacements annually — serving both a local patient population and a significant medical tourism volume drawn to the region. With that mix of patients comes a complex logistical reality: high expectations, geographic distance, and a small core team expected to support an outsized number of perioperative needs.

The Challenge: Volume Without Bandwidth

At 700+ cases per year, the team simply didn't have the capacity to deliver the level of individualized support every patient deserved. The result was a patient experience that was more reactive than proactive — patients driving their own navigation through pre- and post-op logistics, delayed communication, and scheduling friction that added stress to an already stressful experience.

"More chaotic, and more patient 'self driven.' Patients getting frustrated by delayed communication and scheduling."

The biggest pressure point was scheduling — a high-volume, high-touch bottleneck that consumed staff time and left patients feeling unsupported between appointments.

Why 365 Surgical

The practice was drawn to 365 Surgical specifically for what it promised: improved patient experience and scheduling support, without requiring the practice to hire or restructure. The program was introduced as an optional component of the patient onboarding and education process — available to every patient, with no obligation to enroll.

The onboarding process was described as smooth overall, with ongoing focus on increasing patient participation rates as the program matures within the practice.

How It Works in Practice

365 Surgical is now embedded in the practice's sign-up and educational workflow. Patients are introduced to the program during onboarding and can opt in to receive a dedicated orthopedic concierge — the same person with them from pre-op through a full year of post-operative support. The practice's clinical team handles clinical care. 365 Surgical handles everything else.

"It is a part of our sign-up and educational process. It's optional, but I really feel that it would benefit each patient — and family members — to have an improved, seamless, and stress-free experience."

The Results

The most immediate shift was in how patients described their experience. 365 Surgical patients consistently reported feeling more supported, better informed, and less stressed — particularly through the pre- and post-operative periods that are typically the most anxiety-inducing.

For the practice team, the impact was equally meaningful: a meaningful shift in workload away from non-clinical coordination tasks, freeing the clinical team to focus on higher-acuity patient needs and increasing overall practice capacity.

"It helps shift some of the workload to 365, which increases our capacity to take care of more patients."

Patient satisfaction among enrolled patients was notably higher, and the increased touchpoints provided by the concierge model — proactive outreach rather than reactive response — translated directly into patients feeling genuinely cared for, not just clinically managed.

"The concierge/liaison increases touch points for patients, allowing them to feel more supported through their pre and post op course."

What the Surgeon Would Tell a Colleague

"It has helped elevate not just the patient experience, but the care givers experience as well. It helps destress a stressful experience, especially with increasing outpatient total joint volumes."

And to a surgeon still on the fence?

"Join. It's great. Patients love it."

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Ready to improve patient experience without adding to your workload?

365 Surgical partners with orthopedic surgeons to handle the non-clinical side of the surgical journey — proactive communication, coordination, and patient support that fits seamlessly alongside your existing practice.

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