Case Study: Saint Mary’s Health Network achieves streamlined patient access and reduced no-shows with Steer Health

Redefining Urgent Care Unifying Patient Experiences for Continous Growth and Patient Satisfaction

Saint Mary’s Health Network, a 380-bed acute care hospital, faced significant challenges standardizing patient experiences across its expanding network. Issues included a 22% no-show rate, overwhelming call center hold times, staff shortages, and penalties from low-quality scores that hampered growth. They partnered with vendor Steer Health to address patient access, revenue growth, and the chaotic operations in their urgent care facilities.

Steer Health implemented intelligent automation for digital appointment booking and patient communications, including the GetCareNow tool for their Emergency Department. The solution streamlined the entire patient journey, dramatically reducing administrative burdens. The results were substantial: no-shows dropped from 22% to 5.2%, over 2,800 digital appointments were booked at one facility in six months, and the network attracted 2,023 new patients with a vastly improved payer mix and overwhelmingly positive patient reviews.

Saint Mary’s Health Network

Derrick Glum

Chief Executive Officer