BETTER EXPERIENCES & STRONGER TEAMS
Drive Higher Patient Satisfaction and Staff Retention
Achieve high patient satisfaction ratings with clinical staff who provide quality, on-demand care.
PATIENT FIRST
Service Is the Best Medicine for Patients
At Intuitive Health, we are transforming the way people access and pay for care in their community. We are passionate about making quality improvements in healthcare. We know that high patient satisfaction measures ultimately lead to better health outcomes1 from improved compliance with medications and follow-up care, as well as other factors.
Net Promoter Score (NPS) for Measuring Customer Service
We listen, respond, and improve our services based on every patient’s recommendations and feedback. To track patient satisfaction levels, we use Net Promoter Score (NPS), a globally recognized method for measuring customer service.
Through NPS, we welcome feedback in real-time, make daily adjustments, and set a culture of continuous improvement. We collect more than 20,000 pieces of feedback every year from NPS. Intuitive Health facilities are rated within the top 1% of all global retailers* and share the space with the most recognized customer service companies worldwide. NPS results show that patients are much more satisfied with our dual model than other available care models.
Intuitive Health NPS By The Numbers
60,000+
Completed NPS Surveys Annually Within 24–36 Hours of a Patient Visit
92%
Of All Respondents Are Promoters
99%
Follow-Up on Passives and Detractors Each Month
Lowering Healthcare Costs for Consumers Through Transparent Billing
Intuitive’s hybrid emergency and urgent care (ER/UC) model allows for innovation with patient triage. An emergency medicine physician serves as an objective decision-maker who diagnoses each patient’s condition and recommends treatment. The objective measures in the electronic medical record (EMR) system then determine the appropriate billing classification.
Each patient is informed of the recommended treatment plan and must consent before services are rendered. This ensures fair, transparent billing for the patient. Our intention is for patients to never pay for more than the level of care they need, which saves them from unnecessary spending. And we bill in-network with all payers.
Our hybrid model combines clinical expertise with strong business practices, focusing on delivering quality patient care.
Enhancing the Patient Experience
Intuitive Health’s national presence gives our medical team access to extensive, unmatched clinical data for conducting research to identify trends, determine benchmarks, and create improved and innovative practices that advance patient care.
Our compassionate and composed call center partners provide a positive experience for all callers, regardless of need. Call center staff understand the responsibility and urgency of the healthcare industry, and they are highly trained in compliance with HIPAA and other privacy considerations.
INSIGHTS
Benefits of the Dual-Model ER & Urgent Care
Gain in-depth insights into how combining emergency and urgent care improves access, experience, operational performance, and enterprise outcomes.
TEAM ENGAGEMENT
Improve the Workplace Experience for Staff
With rising demands and a shrinking pool of trained professionals, finding reliable, cost-effective solutions is more critical than ever. Intuitive Health’s dual care model can help.
SUSTAINABLE STAFFING STRATEGY
Staffing Matrix that Meets Patient Demands with Low Labor Costs
Our flexible staffing matrix ensures high-quality care while effectively managing labor costs. The clinical and administrative rotations we use lead to less mental strain and burnout for staff. By outsourcing services to streamline operations, your health system can reduce costs. And by building efficiencies into essential clinical tasks, the ER/UC staff can remain focused on providing an exceptional patient care experience.
We offer a thoughtfully built, scalable clinical staffing matrix tied to patient volume and acuity levels. It anticipates patients per day and is flexible based on clinic hours. In addition, our optimized clinic workflows achieve leading door-to-door times at less than 60 minutes for urgent care and under 150 minutes for emergency care**, despite seeing more than twice the number of patients per day compared to a traditional urgent care clinic.
WORKFORCE BALANCE
The Perfect Mix of Employment Sources
Our staffing model works in accordance with regulatory requirements and articulates every level of leadership and staff to ensure hybrid sites are successful and efficient. With the right mix of Intuitive, hospital and physician group FTEs, we have a balanced division of employment. For partnership sites, clinical staff is either employed by the hospital system or contracted by outsourced physician groups, with four-wall managerial staff employed by Intuitive.
CARE DELIVERY
Supporting the Shift to Value-Based Care
Beyond patient satisfaction, the dual-model ER and urgent care approach helps health systems align incentives, manage risk, and advance value-based care strategies without compromising access or quality.
*CustomerGauge.com and Verint.com; IH Facility data excludes 4 sites from first MSA partner due to outlier volumes.
**Excludes 4 sites from first MSA partner due to outlier volumes, n=27 for NPS and door-to-door calculations. ER door-to-door times exclude visits that resulted in admissions.