Case Study: ModernMD achieves safer, streamlined urgent care and restored patient satisfaction with Waitwhile

Waitwhile facilitates safe, streamlined urgent care management for ModernMD

ModernMD, a New York urgent care network, faced surging COVID patient volumes that made its pre‑COVID walk‑in model unsustainable—patients were waiting 2–3 hours and lining up outside in freezing weather. To allow patients to register and wait from anywhere and to reduce physical lines, ModernMD implemented Waitwhile’s Waitlist and SMS services.

Waitwhile’s waitlist, SMS messaging, text‑to‑join and custom intake fields let ModernMD triage visits, collect intake data, reduce no‑shows, and prioritize the sickest patients; analytics also clarified visit mix for better resource planning. As a result, ModernMD saw a rapid rebound in patient satisfaction (an immediate upward trend within a month and back to pre‑COVID levels within three months), continued growth in visitor volume and revenue, hundreds of positive reviews, and improved employee morale.

ModernMD

Melissa Cohen

Vice President, Marketing & Business Growth