Case Studies / How PhysicianOne Urgent Care Streamlined Operations and Increased New Patient Bookings with Solv /

How PhysicianOne Urgent Care Grew Profitability By Focusing on Patient Experience

Learn how PhysicianOne Urgent Care optimized patient flow, reduced wait times, and increased new patient bookings by integrating Solv’s scheduling and telemed solutions across 27 locations. Discover the results of their 90-day system trial.

Category

Enterprise

Locations

16-30 locations

Topics

Patient Experience

Challenge

PhysicianOne Urgent Care, with 27 locations across Massachusetts, New York, and Connecticut, faced increasing operational demands with more than a million patient visits in 2021 alone. Efficient load balancing was critical to maintaining their high standard of care, but their existing scheduling software and workflow systems weren’t meeting the mark. Philip Davis, COO, needed a solution that could streamline clinic operations, reduce wait times, and provide actionable insights into patient needs. Additionally, the complexity of training staff on new systems across multiple locations posed a potential challenge.

We did a 90-day test of Solv alongside another scheduling tool and ultimately decided to move forward with Solv due to the advantage of Solv’s marketplace to drive patient volume and more appealing patient experience and interface.
- Philip Davis, COO

Solution

Davis took a scientific approach to find the right solution, testing Solv against a leading competitor for 90 days. After the trial, Solv emerged as the superior choice due to its user-friendly interface and customizable features, which allowed PhysicianOne to tailor the system to their needs without extensive training.

Key features implemented included:

  • Provider dashboard: Offering a real-time snapshot of patient flow, wait times, and missing paperwork, making clinic operations more efficient.
  • Contactless check-in: Allowing 50% of patients to complete paperwork before arriving, reducing in-clinic wait times.
  • Telemed integration: Solv’s interface seamlessly supported both telemed and in-person bookings, helping with load balancing by directing patients to telemed visits when appropriate. And mitigating patient leakage by offering more accessible options to those unable to secure same-day appointments.
  • Marketing support: Solv Connect boosted PhysicianOne’s visibility, driving new patient bookings and integrating seamlessly with their marketing strategy.
“Training for staff is a non-issue. Solv is intuitive and easy-to-use.”
- Philip Davis, COO

Results

After integrating Solv, PhysicianOne Urgent Care saw significant operational and business improvements across the board:

  • Reduced wait times: Average wait times were cut in half, from 31 minutes to 15 minutes, thanks to digital check-ins.
  • Increased new patient bookings: In April 2022, 45% of new patients found PhysicianOne through Solv Connect, contributing to steady patient growth.
  • Improved load balancing: Insights from Solv’s reporting tools allowed PhysicianOne to redistribute patient volumes more effectively across their 27 locations, enhancing resource utilization.
  • Enhanced patient satisfaction: The combination of reduced wait times, personalized service through reporting, and convenient telemed booking options led to higher patient satisfaction and loyalty.
  • Streamlined staff operations: Solv’s user-friendly platform allowed staff to quickly adopt the new system, significantly improving workflow efficiency across multiple locations.
“Before Solv, less than 20% of our patients booked their visit online. Now, more than half of our patients are booking online.”
- Philip Davis, COO

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