Being affiliated with an academic medical center meant that this urgent care saw high patient volumes every day of the week. Patients would line up at the door when the clinic opened hoping to be seen right away, resulting in long waits and frustration – frustration that would sometimes translate into patients leaving without being seen by a doctor. In the 24 months prior to implementing online check-in, the LWBS never dropped below 2.7% compared to the target of getting it below 1%.
After searching for a solution for more than two years, including adding more space, more staff and more hours, this San Bernardino area urgent care ultimately decided to use technology to their advantage. By implementing the online scheduling platform from ER Express, they allowed patients to hold their place in line through their website and wait from home. At the same time, staff were given more control over patient volume and visibility into the kinds of conditions coming in that day.