In 2008, Intuitive Health opened its first full-service
ER and urgent care under one roof location,
Legacy ER & Urgent Care, pioneering the dual
retail health care model. Only billing patients for the level of service provided --saving
millions of dollars in unnecessary ER visits and improving
emergency department utilization (EDU) -- is a major component of its commitment to always provide an outstanding
customer experience. Combining a full-service emergency department with
urgent care has forever changed the way patients access, receive and pay
for healthcare and is becoming the gold standard for
value-based healthcare.
This patient-centric health care model where patients do not need to choose
where to go (emergency room or urgent care), never have to make an appointment
and are billed based upon their actual health care needs. And at the same
time, physicians and staff are trained in customer service regularly and
encouraged to provide compassion, education and treatment that helps patients
feel relieved immediately with peace of mind.
When a patient visits an Intuitive Health location, the staff uses an objective
criterion to determine the appropriate level of care - emergency care
or urgent care.
Customers continually rave about their patient experiences and outcomes
that are far superior to traditional healthcare settings. To this day,
word-of-mouth referrals are the number one new patient driver.
Measuring
patient satisfaction is a priority for Intuitive Health. Legacy ER & Urgent Care facilities
rank in the top 1% for customer service. Intuitive Health is one of the
few providers that utilize the
Net Promoter Score in healthcare (NPS), a standard global retail customer satisfaction method
to measure operational excellence. NPS allows Intuitive Health locations
to make real-time changes when warranted.
The Intuitive Health dual ER & urgent care model works mainly because
the model works well for patients. Patients appreciate the brand’s
commitment to transparent billing,
concierge-level service and customer-care and servant leadership.
Today, Intuitive Health partners with established health systems nationwide
to build, operate and launch retail health care facilities that provide
urgent care and emergency room services under one roof.
Hospital joint venture with Intuitive Health to:
Drive patient acquisitions
Increase health system’s visibility and access
Deliver high-level customer service that patients demand
About Legacy ER & Urgent Care
Legacy ER & Urgent Care pioneered
retail health care in 2008, and was one of the nation’s first healthcare facilities
to offer both urgent care and emergency room treatment options under one
roof. Unlike most emergency rooms or urgent cares, we only bill for the
level of services needed. Over 85% of our 100,000+ annual patients, get
treated and billed at an urgent care level. Legacy is building an exceptional
customer service program, with industry-leading ratings by providing transparent
billing, and creating welcoming clinical environments with one-on-one
access to board-certified, emergency-trained physicians.
.png "Legacy ER & Urgent Care"){kind=logo}
