How CareXpress Increased Patient Access and Improved Patient & Staff Experiences
CareXpress Urgent Care uses Solv to efficiently manage patient flows, integrate telemedicine, and improve patient satisfaction and staff productivity across multiple locations.
Challenge
CareXpress was utilizing a patient management software prior to Solv, but it didn't integrate with their EHR, eClinicalWorks. This created a difficult workflow for staff and came to a head when CareXpress tried to stitch together a telemedicine system for patients. As a healthcare hub in the Texas panhandle, CareXpress wanted to offer patients who might be as far as 60 miles away from a nearby urgent care a more convenient option for care. Between their outdated scheduler and Zoom, they found that the system was neither smooth nor efficient for both patients and staff. With the onset of the COVID-19 pandemic, moving away from paper forms also became a priority to reduce the spread of germs.
CareXpress needed a technology partner that could take on all of these aspects of the patient experience - online booking, video telemedicine, and digital registration - in a unified, seamless way.
The fact that Solv integrated telemedicine visits and had a solution to help us load balance across providers at different locations was very attractive.
Solution
CareXpress turned to Solv to address their technology gaps. Solv's intuitive platform for both patients and staff meant that they could quickly onboard to the new system and take advantage of multiple aspects of the platform.
- Online Booking. Patients can easily schedule across any of the five CareXpress locations, and see the best match based on proximity or availability
- Digital Registration. Online forms mean that patients could pre-register in advance, allowing staff to review insurance information in advance and reduce wait times once patients arrive.
- Virtual Waiting Room. Through two-way SMS messaging and a mobile waitlist, patients can wait in the freedom and comfort of their own cars.
- Video Telemed. CareXpress is able offer more convenient virtual visits for patients with no app download required.
- Solv Connect. Solv's website and app promote CareXpress clinics to the thousands of patients searching for care on those channels.
“Do you want to drive 45 minutes to receive urgent care in the middle of the night, or do you want to get on your computer or your phone, be seen, and have a prescription called into your pharmacy before you could ever get to the clinic in person?”
Results
With Solv, CareXpress has found incremental patient volume, reduced friction and workload for staff, and improved patient retention.
- Staff Time Savings. Digital registration that automatically syncs to the EHR removed about 5 minutes of the workflow for every patient visit. That translates to up to 3 hours of time savings every day based on CareXpress patient volumes.
- Increased Patient Loyalty. 64% of CareXpress’s patients were repeat patients. Tolk Persons, CareXpress Director of Analytics, says that loyalty is hard to come by. Two-tap rebooking has helped drive that number higher.
- Improved Patient Satisfaction. As a result of easy booking, low wait times, and convenient options for care, CareXpress patients spread the word about their great experiences and have helped drive a 4.6+ average rating on Google.
“When you factor in the staff time savings and patient acquisition, that has more than paid for Solv on a monthly basis. It's easy to sit down and do the math and see that you're gaining ground.”
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