Case Study: MedAccess Urgent Care achieves under 15-minute average wait times and 95% on-time visits with Experity Patient Engagement

MedAccess Urgent Care Averages Wait Times Under 15 Minutes

MedAccess Urgent Care, a locally owned urgent care with three North Carolina locations (Roxboro, Youngsville, Chapel Hill), partnered with Experity in 2016 to address slow registration and variable wait times, gain clearer insight into individual clinic performance, and resolve disparities between new and returning patient registration processes using Experity Patient Engagement.

Experity implemented a customized online scheduling and EMR-integrated Patient Engagement solution with provider-specific queues and accurate wait-time projections; Experity’s reporting, surveys, and heat maps enabled MedAccess to reconfigure lobbies, adjust staffing (including doubling coverage at peak bottlenecks), and target training. The results: average waits under 15 minutes, 95% of patients seen on time or early at both clinics (Roxboro: 91% on time, 4% early, 5% late), 12–15 minute throughput, 2–3× growth in online bookings, and an average patient recommendation score of 4.8/5.

MedAccess Urgent Care

Nate Haines

Vice-President of Marketing and Business Development