Case Study: MultiCare Urgent Care improves ED diversion and patient triage with Solv

MultiCare Urgent Care uses Solv to help triage COVID patients and reduce ED visits by 6%

MultiCare Urgent Care, part of the MultiCare Health System, faced the challenge of managing patient influx and avoiding costly emergency department diversion, especially during COVID-19 spikes. Traditional diversion strategies were ineffective, and the system needed a digital way to educate patients and steer them to appropriate care settings before they considered the ER.

The vendor Solv implemented its virtual assistant, an AI chatbot, on MultiCare's website. This tool triaged patients by asking customizable questions and directing them to real-time options like urgent care or telemedicine based on their symptoms. By guiding patients digitally, MultiCare better controlled traffic. Using Solv's solution helped the system successfully triage COVID patients from its website, reducing unnecessary ED visits. Solv notes that, based on its data, a significant percentage of patients booking through its platform would have gone to the ED had the convenient visit option not been available.

MultiCare Urgent Care