Case Study: University Hospitals achieves expanded virtual access, $100K+ cost savings and 72% visit growth with MDLIVE

University Hospitals - Customer Case Study

University Hospitals (UH) in Cleveland, which serves more than 1.3 million unique patients across 18 hospitals, 50+ outpatient centers and 200 physician offices, partnered with MDLIVE in 2016 to improve patient access, reduce leakage and costs, and strengthen its market position. UH deployed MDLIVE’s telehealth platform as UH Virtual Visit to deliver on-demand urgent care for employees, dependents and consumers and to expand specialty access in areas like dermatology, urology and surgical oncology.

MDLIVE integrated its platform with UH’s EMR and aligned with UH’s Digital Health Operations and IT teams while supporting provider adoption through pilots, department champions, and engagement tactics (chatbot-assisted registration, educational content, virtual employee clinics and targeted marketing). The program grew to 600+ credentialed telehealth providers across 16 locations (62% YOY provider growth), produced a 72% YOY increase in consumer visit volume (2018–2019), earned an NPS of 66.7, and helped UH estimate more than $100,000 in 2019 healthcare cost savings (plus productivity gains). MDLIVE’s solution was central to these operational and financial improvements.

University Hospitals