How York Hospital Improved Patient Loyalty with Solv

Case Studies / How York Hospital Improved Patient Loyalty with Solv /

Locations

≤5 locations

Topics

LoyaltyPatient Experience

Challenge

York Hospital’s walk-in clinics were relying on a combination of disparate technologies to meet their operational needs, including Clockwise.MD for online booking and SNAP for telehealth. However, both systems lacked critical functionality, such as digital paperwork and user-friendly patient flows. These limitations led to low patient utilization and a complicated experience for staff, who struggled with multiple systems that provided varying levels of customer support.

Director of Walk-in Services, Erich Fogg, PA-C, had to manually navigate several databases to collect important metrics like length of stay, throughput, and wait times. The cost and complexity of building the reports he needed made it difficult to optimize operations.

Walk-In Care at York Hospital sees more new patients than any other service line, we are truly the 'front door' so to speak, while our partnership with Solv helps us deliver a better experience.

- Erich Fogg, PA-C, Director of Walk-In Services

Solution

York Hospital partnered with Solv to streamline clinic operations, reduce costs, track comprehensive metrics, and attract new patients. Solv provided an integrated system that includes online booking, digital paperwork, and easy-to-use patient flows, simplifying the patient experience and reducing the administrative burden on staff.

In addition, Solv's robust data capabilities allowed York Hospital to track essential metrics in real-time, eliminating the need for manual data gathering across multiple systems. Dina Dellapasqua, Administrator of Walk-in Services, focused on using Solv’s insights to mitigate patient leakage by improving the overall patient experience and making care more accessible.

“Solv helps us attract new patients and track those patients' behaviors. This is important because we are committed to providing a positive first encounter, ultimately encouraging these new patients to continue any future care within the York Hospital system.”

- Dina Dellapasqua, Administrator, Walk-In Services

Results

With Solv, patients can now view walk-in availability and book appointments at any York Hospital clinic, attracting both local patients and tourists. The partnership helped York Hospital optimize its urgent care services by connecting walk-in patients with other hospital services, such as primary care and specialist consultations.

By leveraging Solv’s data, the hospital has also implemented a new provider incentive program based on door-to-door time, further enhancing efficiency. These improvements have led to increased patient satisfaction, boosting patient loyalty and positive reviews, while bringing a steady flow of new patients.