Four months. 184 patients. One journey guide.
Dr. Yale Fillingham ran his perioperative pathway through Fios from 14 Oct 2025 to 14 Feb 2026. Here is what happened.
Strong month-on-month registrations, sustained engagement.
Patients kept messaging once opted in. Twelve exchanged more than 30 messages each, and the guide handled every one of them.
One surgeon's full caseload, running on his own protocols.
Dr. Fillingham operates a high-volume hip and knee practice at Rothman Orthopaedics. Every patient he books gets the same guidance, whether his team is in the room or not.
Over the four-month pilot, Fios delivered 776 care pathway messages built from his own approved protocols, then answered whatever patients asked next, from wound care to medication timing, in his words, at whatever hour the question arrived.
“Managed 'frequent flyers,' 12 patients had over 30 messages each,” without adding a single call to his staff's queue.
Where the queries landed.
Every metric, 14 Oct 2025 – 14 Feb 2026.
| Patients registered | 184 |
| Opted out | <1% |
| Care pathway messages sent | 776 |
| Patient queries + answers | 970 + 970 (100% response rate) |
| Resolved queries | 952 (98%) |
| Patient queries outside business hours | 296 (31%) |
| Average response time | ~3 seconds |
| Care pathway value¹ | $5,888 |
| Patient Q&A value² | $1,293 |
| Estimated staff time saved on queries | 65 hours |
¹ Care navigation for all 184 patients delivered by human staff required to review patient records and send out 48 messages per journey, estimated at 2 minutes per message and costed at $20 per hour.
² Answering a patient query by human staff estimated at 4 minutes time, costed at $20 per hour. Figures throughout are estimates.
Rothman Orthopaedics
It ensures patients always receive the same clear, consistent guidance – based on our own team's knowledge and protocols. That level of trust is invaluable.
Your own pilot starts the same way.
Set up your journey guide, add your first patient, and see what it answers.