CASE STUDY:
MEMORIAL HEALTHCARE
Memorial Healthcare
Widens Digital Front Door, Improves Employee and Patient Access with KeyCare
Case Study Overview
Background
With 15,000 team members, 3,000 providers, and $3.1 billion in annual operating revenue, Memorial Healthcare System is one of the largest public healthcare systems in the U.S. and a national leader in quality care and patient, physician, and employee satisfaction.
Problem
Memorial began offering on-demand virtual urgent care to their employees and patients via a third-party vendor in 2016. With the COVID-19 pandemic in 2020, Memorial launched telehealth for all its primary care and specialty centers, and today conducts about 100,000 virtual visits per year.
Memorial’s providers, while utilizing Epic’s integrated telehealth features for virtual care, observed that relying on a third-party vendor solely for on-demand urgent care resulted in an inconsistent patient experience and raised concerns about quality due to limited data sharing.
Solution
By partnering with KeyCare, Memorial has been able to augment its care team, optimize capacity, and widen its digital front door. Today both adult and pediatric patients nationwide have access to KeyCare providers offering on-demand virtual urgent care 24x7 via MemorialDOCNow, Memorial’s online portal.
Additionally, KeyCare providers have access to each Memorial patient’s data as they provide care and complete their notes on KeyCare’s Epic instance. Upon completion of the visit, the encounter information is automatically sent to Memorial via Epic’s Care Everywhere and Telehealth Anywhere functionality. Additionally, an In-basket message can be sent to the primary care provider, or any Epic pool designated by the health system.
The Memorial providers and patients thus have a truly coordinated experience, as all encounter details can be viewed natively in their Memorial instance of Epic, and Memorial providers can review and reconcile any new allergies, medications or problems placed by KeyCare.
Results
After going live with KeyCare, virtual visit volume grew quickly, with more than 4,000 visits completed in the first ten months after the program launched. Via MemorialDOCNow, KeyCare providers have conducted visits with patients across more than 30 different states.
In addition, average wait times are approximately 10 minutes, and there has been a decrease in low-value visits going to valuable office or emergency room slots.
Patients rated the experience very highly, with a net promoter score (NPS) of 87, and 91% of patients identifying as promoters.
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