Watchung Pediatrics Transforms After-Hours Care with AI

Watchung Pediatrics: A Clinical Success Story

Transforming After-Hours Care with Paratus Health

How one pediatric practice eliminated wait times, reduced staff burnout, and improved patient care using Paratus Health's AI solution

Challenge: The After-Hours Burden

A pediatrician at Watchung, remembers the toll of after-hours calls all too well: "The 2AM calls for fever advice, the constant interruptions during family dinners... we were all exhausted."

Like many pediatric practices, Watchung faced three critical challenges:

Overwhelmed nursing staff handling dozens of after-hours calls daily
Increasing patient complaints about long wait times (averaging 5+ minutes)
Rising clinician burnout and staff turnover
Poor call centers to outsource

Key Results at a Glance

Key Impact Metrics

`0 minutes`	Wait time for after-hours patients
`4 FTEs`	Nursing staff redeployed to daytime care
`94%`	Patient satisfaction rating

The Clinical Solution

After evaluating multiple solutions, Watchung implemented Paratus Health's AI voice agent system. The implementation was completed in just 2 weeks with minimal disruption to existing workflows.

"We needed something that would integrate with our current system and actually reduce our workload, not create more documentation," explains Watchung physician.

How It Works: The Clinical Workflow

Patient Experience
- Parent calls the practice after hours
- AI voice agent answers immediately with no wait time
- Conducts thorough clinical triage using evidence-based protocols
- Sends on-call provider SMS with all information
  - E.G:
  #ef5r01 - URGENT - John Doe from Junior | DOB: 01/01/2025 | Contact: Doe | +1234567890
  #ef5r01 RE: John Doe - 15% weight loss in 24 hrs post-birth
Provider Benefits
- Complete symptom documentation
- Only truly urgent cases reach the on-call provider
- Morning team arrives to organized patient information
- Follow-up appointments already scheduled

"This is exactly what I was looking for. We tried call centers and nurse lines—but nothing came close. Paratus delivered a better experience for families and staff."

Clinical Outcomes

1. Improved Patient Care

Parents now receive immediate clinical guidance instead of waiting on hold. The AI follows the same evidence-based protocols used by nursing staff, ensuring consistency in care recommendations.

"Last month, a parent called about their 3-year-old with concerning symptoms," "Our AI immediately identified warning signs of severe dehydration, escalated to me, and I was able to direct them to the ER where they were admitted. The rapid triage made a significant difference."

Enhanced Patient Experience
- Patients report 94% satisfaction in post-encounter surveys
- Zero wait time for clinical guidance after hours
- More thorough symptom collection than human calls (avg. 14 vs. 8 data points)
- Clearer care instructions and follow-up plans

2. Operational Transformation

Measurable Efficiency Gains
- Replaced over 4 full-time equivalent nursing positions (redeployed to daytime care)
- Reduced documentation time by 60%
- Decreased unnecessary urgent care referrals by 42%
- Complete EHR integration with symptom data, vitals, and care recommendations

3. Provider Well-being

Staff Relief & Retention
- Eliminated overnight phone burden for nursing staff
- Reduced clinician burnout scores by 64%
- Improved staff retention with zero nursing turnover since implementation

About Watchung Pediatrics

Founded in 1994, Watchung Pediatrics is a high-volume, award-winning pediatric group with locations in Warren, Fanwood, and Millburn, NJ, serving thousands of families across northern New Jersey.

Team: 30 physicians, 6 nurse practitioners, 3 LCSWs, 2 nutritionists, on-site phlebotomists

Care Model: Recognized Patient-Centered Medical Home (PCMH)

Specialties:

General Pediatrics & Immunizations
ADHD & Behavioral Health
Nutrition & Lactation Support
Walk-in Sick Visits, Saturday Hours, After-Hours Care, Telemedicine

"Paratus Health solved a problem we couldn't fix for years. Our patients receive better care, our providers are happier, and our practice is thriving"