Case Study: WellSpan Health expands 24x7 virtual care access with KeyCare

How WellSpan Health overcame the challenge of meeting patient demands for round-the-clock virtual urgent care

WellSpan Health, a non-profit integrated health system, faced the challenge of meeting high patient demand for 24/7 virtual urgent care without an adequate internal workforce. Their previous attempts to use third-party vendors resulted in a disconnected patient experience and a lack of data integration, frustrating both patients and their primary care doctors. They needed a virtual care partner that could provide a seamless, integrated, and brand-consistent solution.

WellSpan partnered with KeyCare, utilizing its Epic-based virtual care platform. The solution offered fully integrated 24/7 virtual visits through the patient's existing MyChart portal, ensuring a seamless experience and robust data sharing. This partnership has resulted in over 10,000 patient visits, with more than 20% being repeat users. KeyCare's solution delivered an excellent patient experience with an NPS of 69 and created a positive financial return for WellSpan through direct billing, decreased patient leakage, and improved care quality.

WellSpan Health

R. Hal Baker

SVP & Chief Digital Innovation Officer