How MultiCare Boosted Revenue and Enhanced Patient Experience with Solv’s Online Appointment and Engagement Solutions
In a competitive healthcare market, MultiCare Health System unified its operations, improved patient satisfaction, and increased revenue by $9.3 million in just four months using Solv’s online appointment booking and patient engagement tools.
Challenge
MultiCare Health System, a large not-for-profit organization with over 18,000 employees and 45+ urgent care centers across Washington State, faced significant challenges in their operations. Serving a competitive market with multiple urgent care brands, they struggled with inconsistent patient experiences and fragmented workflows due to the use of various EMR scheduling software and third-party online booking solutions. MultiCare needed to implement a unified system that could streamline operations as well as attract new patients through online bookings and enhance the experience for their existing patients to improve loyalty.
Solv has gone above and beyond just standard online scheduling. They constantly think about what else consumers need.
Solution
To address these challenges, MultiCare partnered with Solv, implementing a patient-centric engagement system across all 45 urgent care centers. The goals were to increase website traffic, convert more online visitors into new patients, and improve overall patient satisfaction. Solv's product suite focused on several key features:
- Online Bookings: MultiCare’s urgent care centers were each equipped with an intuitive, mobile-first booking flow that was linked directly from their websites. This resulted in a 31% increase in conversion rates for online bookings, while Solv's online exposure program captured 15% more new patients from Solv properties and other online sources.
- Insurance Card Scanning: Patients were able to scan and upload their insurance card at the time of booking, with Solv performing an initial eligibility check, which saved significant time for front desk staff. Nearly 40% of patients added their insurance card details in advance.
- Seamless Check-in & Wait Management: Upon arrival, patients were quickly added to a queue, and real-time text message updates regarding wait times and queue position kept patients informed, reducing waiting room congestion.
- AI-powered Patient Queuing: Solv’s AI-based queuing system efficiently balanced online bookings and walk-in traffic, automatically adjusting online booking availability to prevent long wait times. This led to optimized clinic workflow and reduced wait times for all patients, with online bookings experiencing waits up to 46% shorter than walk-ins.
- Patient Messaging: Personalized, HIPAA-compliant SMS messages were sent before, during, and after visits to keep patients informed of their status. Post-visit messages invited patients to leave feedback and provided a channel for rebooking, encouraging patient loyalty.
- Reputation Management: Solv facilitated the collection of reviews through private feedback channels and public Google reviews. MultiCare’s clinics were able to leverage review gating settings to ensure verified, quality reviews were published on their Google My Business profiles.
- Advanced Reporting: Solv’s real-time Pulse dashboard provided detailed reporting on every patient interaction, allowing MultiCare to monitor performance both at the clinic level and across the entire health system.
Results
By implementing Solv’s solutions, MultiCare saw remarkable improvements in both operational efficiency and patient engagement:
- $9.3 million in online booking revenue: In just four months, between February and May 2018, patients using Solv to book appointments generated over $9.3 million in revenue for MultiCare through SolvHealth.com and MultiCare’s Google profiles.
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- 79% increase in 5-star reviews: MultiCare experienced a 79% increase in online reviews, with 80% of these being 5-star ratings. The system-wide average rating improved to 4.3 stars, nearly doubling the review volume from the previous 12-month period.
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- 21% of loyal walk-in patients switched to online booking: Within six months, 1 in 5 walk-in patients rebooked their next visit using Solv’s online scheduling solution, demonstrating increased patient satisfaction and loyalty.
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- Reduced wait times: During peak flu season, patient wait times stayed under 25 minutes on average, while patients who booked online experienced 46% shorter waits than those who walked in.
By partnering with Solv, MultiCare not only simplified its operations but also improved patient experiences, leading to greater revenue, more positive reviews, and stronger patient loyalty.
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