How NextCare Connects, Retains, and Delights Patients Across 170+ Clinics with Solv
When your urgent care operation cover 12 states and over 170 locations, it would be easy to think of business as just a numbers game. But for NextCare, one of the nation's most trusted urgent care providers, profitable numbers depend on more than volume. Patient satisfaction is commensurate with success. Utilizing Solv's end-to-end platform has allowed NextCare to take patient care to the next level.
Challenge
When NextCare first considered adopting Solv, it wasn’t an easy sell for front-desk staff. The company used a competing booking software but was intrigued by the potential for marketing and registration that Solv provided. For staff, booking software seemed like an extra step. Then the pandemic hit.
As patient volumes doubled and tripled in some areas, the need for online registration and booking became essential.
“There were clinics overwhelmed with patients–there would be 50 patients lined up at the door in the morning,” Haxton says. “That’s when they realized how essential it was."
Our relationship with Solv has allowed us to do things that we couldn’t with prior vendors. I think of Solv as a technology partner, not a check-in platform.
Solution
Once clinic staff realized the impact that Solv could have on their day-to-day operations, leadership was able to expand to more of Solv’s capabilities like digital registration and full integration with their EHR.
Jesse Henderson, Vice President of Sales and Marketing, says that working with Solv has felt like a true partnership rather than a vendor line item. Solv's platform went beyond the mechanics of organizing bookings and registration and focused on patient experience. Their prior booking platform fell short in engaging with patients and creating a satisfying experience.
"With our prior booking solution, the software wasn’t necessarily about the patient—it was about the clinic and letting us get what we needed. Solv has a different approach; it’s very patient-focused as opposed to ‘here’s a piece of software for an operational company to use.’ That twist of dynamic has made a huge difference."
Solv's enterprise reporting capabilities helped NextCare establish company-wide service standards to maintain consistency across its 170+ locations and adhere to its mission.
And, review collection encouraged more open feedback from patients that led to more Google reviews. NextCare had previously limited the patients it requested reviews from, but opening up to all patients significantly improved their online reputation.
“We started adding all the wonderful things Solv offers, like patient registration and integration into our EHR. [Front desk staff] really started to understand the power of [Solv], and what it takes off of them so that they can focus on the patient.”
Results
Since partnering with Solv, the NextCare team has seen positive results across their business, including:
- Increased Efficiency: By leveraging Solv’s patient registration and EHR integration, NextCare reduced administrative burden on staff, allowing them to focus more on patient care. The implementation of online booking and pre-registration helped prevent bottlenecks in clinics, especially during peak times.
- Improved Patient Experience: Solv’s patient-first philosophy significantly improved the way NextCare approached patient interactions. Clinics provided a more consistent, on-brand experience across all locations, which was instrumental in driving patient satisfaction.
- Better Online Reputation: After adopting Solv’s review tools, NextCare saw their average Google rating increase from 3.6 to 4.5 within eight months. The ability to collect more feedback in real-time inspired & encouraged staff, and helped bolster ratings to attract more patients.
- Partnership for Growth: With the implementation of Solv Telemed, NextCare expanded its telemedicine offerings to meet growing demand, furthering their confidence in Solv as a technology partner.
As NextCare continues to grow, they’ve found that Solv has more than just products that make life easier for their staff and patients. They’ve found a partner willing to listen and grow with them. NextCare is at the forefront of the urgent care industry, but one thing remains the most important: a focus on patient-centric experiences.
“With our prior technology solutions, the software wasn’t necessarily about the patient—it was about the clinic and letting us get what we needed. Solv has a different approach; it’s very patient-focused as opposed to ‘here’s a piece of software for an operational company to use.’ That twist of dynamic has made a huge difference.”
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