How Renown Health Revolutionized Their Patient Experience And Increased Operational Efficiencies

The leadership team at Renown engaged Solv to replace their current scheduling and queuing provider. They sought out to accomplish four primary objectives:

1. Reduce wait times by at least 10 min by improving the urgent care scheduling and check-in process
2. Extend telemedicine services to patients through the same scheduling solution
3. Load balance patient traffic between clinics though an online booking hub
4. Enhance the online reputation and ratings

Solv implemented a product suite with an intuitive user interface, anchored by online bookings for each of Renown’s urgent care centers and telemedicine visits conducted from the clinics. In a compressed timeline as to not incur additional costs from their previous software vendor incumbent, Solv implemented the following:

• Online Bookings. Solv implemented an online booking solution that accommodated Renown’s requirement of seamlessly marrying the scheduling of both in-person and virtual visits supported within each urgent care, while maintaining a positive walk-in experience. The intuitive consumer experience has resulted in a 30% increase in conversion of website traffic to bookings.
• Clinic load balancing. Solv launched a multi-location booking page displaying wait times at all of Renown’s urgent care centers, which helped steer patients to less-busy clinics, reducing wait times at busier clinics.
• Insurance Card Scanning. At the time of booking, patients are able to use the camera on their phone to take and upload a photo of their insurance card. Solv scans the card, transcribes the details, and performs an initial eligibility check before the patient walks in, saving the front desk time. Nearly 40% of all patients are adding a photo of their card.
• AI-powered Patient Queuing. All patients—both in-person and virtual—are merged into a single queuing system that utilizes an AI-powered scheduling algorithm to ensure all online bookings are seen at the right time, walk-ins don’t wait longer than necessary and the clinic workflow is as efficient as possible. This queuing system can increase or throttle booking availability automatically so no Renown patient has a bad experience. As a result, Renown has reduced wait times for all patients, and those who book ahead spend 58% fewer minutes in the waiting room.
• Mobile Wait Management. Patients arriving at Renown’s clinics—as well as those waiting virtually—are added to the queue and elect to receive text messages that communicate wait time and queue position, untethering them from the waiting room. The front desk can easily text-chat with patients using a friendly interface.
• Telemedicine. Solv integrated with Renown’s existing telemedicine software provider so patients could easily schedule and book a virtual visit through Solv that was delivered through Renown’s existing technology.
• Reputation Management. As part of the feedback process, patients are invited to leave a private review directly with the clinic through the Solv, or a public review on Google. This system allows Renown to ensure verified, acceptable, quality reviews are published.
• Real-time Reporting. Renown has had complete control of business performance through Solv’s real-time Pulse dashboard. The clinic operations team can monitor each patient engagement point from their smartphones, both at the individual clinic level and at an aggregate health system view.