Case Study: Midwest Express Clinic boosts aftercare follow-up and return visits with Flip

Midwest Express Clinic drives 2,200+ return visits with Flip

Midwest Express Clinic, an urgent care network with 55 locations, faced a significant challenge in executing its philosophy of continuous patient care. Their vision was to conduct a personalized follow-up call with every patient three days after discharge, but this was impossible to achieve at scale with their finite provider and administrative resources. They partnered with the vendor Flip to find an automated solution for this aftercare outreach.

Flip implemented an AI-powered outbound call program that automatically contacted patients three days after their visit. The calls asked patients about their recovery and, for those feeling the same or worse, helped them rebook appointments in real-time. This solution from Flip generated remarkable results: over 38,000 calls were placed in the first 45 days, leading to 2,200+ return visits and a 6x return on investment. The program also improved patient satisfaction, increasing CSAT by nearly 10% and NPS by 2 points.

Midwest Express Clinic