Building Patient Loyalty and Increasing Payment Collections for a Network of Urgent Care Centers

A PatientBond Case Study


Urgent Care Centers — walk-in medical clinics that treat minor conditions, address injuries and conduct imaging and blood tests — have seen significant growth in recent years. The approximately 9,300 centers in the U.S., up from 8,000 in 2008, account for 160 million visits annually and generated $16 billion in 2015. The industry is expected to grow 5.8 percent annually through 2018.

To differentiate its network from other UCC’s and options in the marketplace, Chicago-based Immediate MD Urgent Care Centers wanted to develop a brand that was focused on high quality of care around episodic events to drive repeat visits in the future, and to deliver this care in a premier customer service environment.

Immediate MD implemented the PatientBond platform to create a new appointment follow-up process to replace its phone-based system, which was labor intensive, inefficient and somewhat inconsistent.

Download our case study to learn how Immediate MD used PatientBond to:

  • See 55-60 percent response rates among patients to the follow-up questions, triple the rate the nurses were able to achieve connecting with patients live by phone;
  • Save more than $3,000 per month in nurse time alone (factoring out PatientBond costs);
  • Achieve 4.7 on a scale of 5 for the general satisfaction questions and a Net Promoter Score of 80 percent; and
  • Send out payment reminders to attain significant increases in payment collections. 

Download Case Study