Case Study: CityMD achieves improved workflows and 10% shorter wait times with eClinicalWorks

Providing Urgent Care with Kindness

CityMD is a rapidly growing network of walk‑in urgent care clinics built on a mission of “serving kindness.” In seven years the practice expanded to 68 locations and served over 1.1 million patients in 2015, and it needed a scalable, reliable healthcare IT partner to handle rising caseloads, comprehensive documentation, and care coordination without compromising patient experience or staff productivity.

eClinicalWorks implemented EHR and Practice Management solutions plus a customized Kiosk check‑in, piloting at Murray Hill then rolling it out across all locations. The system streamlined workflows, improved data capture and care coordination, and achieved about 55% patient Kiosk adoption. Results included roughly a 10% reduction in wait times (from ~38 to 34–35 minutes), substantial annual staff‑time savings (cited examples include about 60 days at one midtown location and up to 1,440 hours at a very busy clinic), and more time for staff to focus on patient care.

CityMD

Ramu Kannan

Chief Information Officer