‍About Always Keep Progressing

Always Keep Progressing is a therapy practice operating two clinics in Miami, Florida. Dedicated to helping their clients achieve meaningful outcomes, the team prides itself on personalized care and strong relationships with the families they serve. But as the practice grew, their intake process was holding them back.

The Challenge

Before Solum, getting a new patient fully onboarded was a lengthy ordeal. The team used a five-step template in Central Reach, with multiple staff members responsible for completing different stages. The process was complicated, fragmented, and painfully slow.

"It took like almost two weeks to get a patient working with it," explains Gabriela Castro, Clinic Manager. The bottleneck? Missing documents. Staff would send intake links, then spend days chasing parents for the paperwork that hadn't been submitted.

The phone was the enemy of productivity. "Before Solum it was almost a full day on the phone," Gabriela recalls. Between fielding calls, sending intake links, and following up repeatedly with families, the front office team had little time for anything else. In-person customer service suffered. Support for therapists suffered. The team was stretched thin, buried in administrative tasks instead of being present for the people walking through their doors.

"We were getting a lot of phone calls and we have to been sending intake links. We have to be following with the patients, the parents." — Gabriela Castro, Clinic Manager at Always Keep Progressing

Why Solum Health

Always Keep Progressing needed a solution that could take ownership of the entire intake workflow, not just automate a piece of it. They needed a partner who could handle document collection, follow-ups, and coordination so their team could step back from the phone and step into higher-value work.

The Solution

Solum took over the complete intake process. Every step that previously required manual coordination, sending links, tracking document submissions, following up with families, now happens automatically.

"The intake process, basically Solum doing all our intake processes. They're taking care of all the tasks," Gabriela explains. "We are just following up with the patient when it comes to the office."

The implementation had a learning curve, but the platform proved intuitive. "At the beginning we used to have a lot of challenges knowing Solum, but it's a really easy platform. It's self-guided," Gabriela notes. Training videos helped the team get comfortable quickly, and now the system feels like second nature.

The experience has been positive for families too. Parents receive a simple link, complete what's needed at their convenience, and can request an in-person representative if they have questions. The friction is gone on both sides.

The Results

The transformation has been dramatic.

Onboarding time collapsed from weeks to hours. What once took nearly two weeks now often happens the same day. No more chasing documents. No more incomplete files sitting in limbo. Patients start care faster.

"It took like almost two weeks to get a patient working with it, because sometimes we were missing documents. And now we have the help with Solum so it's sometimes like within that same day." — Gabriela Castro, Clinic Manager at Always Keep Progressing

The team reclaimed their day. With Solum handling intake, staff are no longer tethered to the phone. They can focus on customer service when patients arrive, support therapists, and complete other essential tasks. The clinic runs more smoothly because people are present, not buried in follow-up calls.

Patient volume has increased. Faster onboarding means more capacity. "We have more onboarded patients now," Gabriela confirms. The efficiency gains have translated directly into growth.

Families appreciate the simplicity. Feedback from parents has been positive, the process is easier for them, and they have the option to speak with someone in person if needed. It's a better experience all around.