Case Study: Delaware Valley Community Health cuts no-show rate to 13% and retains all 312 employees during COVID-19 with NextGen Healthcare

Delaware Valley Community Health Sets the Stage for Success

Delaware Valley Community Health (DVCH) is a Philadelphia-based federally qualified health center serving ~50,000 patients across eight clinics with 74 providers. When COVID‑19 forced clinics to close on March 16, 2020, DVCH faced the urgent challenge of maintaining access to care, reducing no-shows, managing care transitions for recently hospitalized patients, and preserving staff employment.

DVCH rapidly scaled its technology and operations—boosting internet and server capacity, standardizing EHR documentation, and deploying NextGen solutions (Enterprise, Population Health, Virtual Visits and RCM) to support telehealth and analytics. The shift enabled rapid telehealth adoption, drove no-show rates from about 29.8% to under 13% in some months, dramatically increased care transition outreach, preserved all 312 employees without layoffs, and sustained quality and reporting needed for funding.

Delaware Valley Community Health

Isaiah Nathaniel

CPHIMS Chief Information Officer