Case Study: Allina Health reduces LWBS rates and boosts patient satisfaction with Vital’s ERAdvisor

Allina Health’s Innovation Program Increases Patient Satisfaction, Reduces LWBS Rates with Vital Patient Experience Technology

Allina Health faced a challenge common to emergency departments across the country: rising patient volumes were leading to longer wait times, which caused patient frustration and resulted in high left-without-being-seen (LWBS) rates. To address this, they sought a new approach grounded in transparency to improve the patient experience. They partnered with Vital to implement a solution.

Allina Health introduced Vital's AI-powered ERAdvisor solution, which provides patients with personalized text updates on wait times and their care progress. This implementation led to significant, measurable results for the health system. Within six months, Vital's technology helped Allina Health dramatically reduce its LWBS rate from 6.3% to 2.8 and achieve a sustained 14% decrease year-over-year. Furthermore, negative patient comments about wait times decreased by 15%.

Allina Health

Chris DuFresne

Director Information Services