Urgent Care Technology | Patient Experience Platform | Vital

Patient loyalty & retention

Leveraging real-time EMR data, Vital Urgent Care guides patients from check-in to discharge and beyond. AI predicts wait times, explains test results, and provides education, all with zero staff involvement. Vital is the “easy button” for enhancing your urgent care.

Vital reduces no-shows, boost Google ratings by from 2.7 to 4.0-stars on average, and increases follow-ups to affiliated health systems & clinics. By preventing leakage, Vital pays for itself 10-100x over according to health systems like Dignity, UMPC, Emory and 20 others who use it.

How it works

No download or username/password required

Vital taps into your EHR to detect a new visit. Patients are sent an SMS with a special link, unique to each patient. Patients click the secure link and validate with their last name & DOB. That’s it. No download or user-name and password are required.

The result is patient adoption unheard of in healthcare: 60%+ of patients utilize Vital during a visit.

A real-time, step-by-step guide

Vital sits on top of Cerner, EPIC, Veradigm, Meditech or Athena using FHIR or HL7 for a real-time view of your clinic. Instead of patients feeling neglected while they wait, Vital shows them:

• Place in line: e.g. you’re 4th in line
• Wait times that are 94%+ accurate: e.g. 10-20.min before seeing a nurse
• How to prepare for the care provider: e.g. have a list of home medications, or early urine collection
• What test results actually mean
• What to do next: where prescriptions have been sent, and what follow-ups (in any) are needed in the coming weeks.

These steps are customized for your unique flow.

Save time without repeating yourself

How many times have you explained to patients that antibiotics don’t work on viruses? Or the difference between the “flu” (influenza) and a “stomach flu” (gastroenteritis)?

Vital uses AI to match education on a patient’s reason-for-visit to playlists for:

• Cold & Flu
• Shortness of breath
• Dysuria & UTIs
• Musculoskeletal & X-rays
• Rashes
• Cuts & stitches
• Vaccine administration

Make excuses easy

Vital saves you 10 minutes for every patient who needs a work or school excuse. Patients simply request the type of excuse they need, a push notification comes to you for approved, and (if approved), a personalized, digitally signed & dated PDF is sent to the patient. Simple.

Seriously boost your online reputation

With over 10,000 urgent cares in the US, you have competition around every corner. How do patients decide where to go? Part of it is the convenience of a location, but a bigger part is your online reputation.

Vital helps boost your online ratings by making sure happy patients have an easy way to leave positive reviews. Typically within 3-6 months, you’ll see a 1-star or better boost in your online scores.

Accessible in any language

Vital’s content is professionally translated into multiple languages. If a non-English language is set in your EHR, even text messages for the patient invite, follow-up appointments, and lab results will be translated. Today, Vital supports:

• Spanish
• Armenian
• Vietnamese
• Somali
• Korean

If more than 5% of your patient population speaks another language, we’ll translate into that language too.

Patient-friendly test results with “sensitive” filters

At Vital, we believe that lab results should be more accessible and understandable. Instead of presenting results as chemical symbols with little context, we provide clear, meaningful descriptions for all common test components, making it easier for everyone to understand their results.

• Videos for common labs include Complete Blood Count, or Understanding a CT Scan with Contrast.
• We have 2,000 pages of content in English & Spanish tied to LOINC-level codes.
• Hospitals can choose to delay abnormal or critical results. For example, “normal” results are usually released immediately, “abnormal” with a 30-60 minute delay, and “critical” results like cancer or loss of pregnancy may be omitted entirely.

Discharge instructions that patients are motivated to follow

Many patients find it challenging to read through the 10-15 pages of discharge instructions they receive, and a significant portion may end up discarded.

Vital uses AI to parse discharge instructions into a 1-2-3 step checklist.

Vital summarizes the “to-do list” in discharge instructions for higher adherence to plan, resulting in lower readmissions and better health outcomes. This includes:

• An AI summary of their medical plan & assessment.
• Follow-up appointments with due dates for each.
• A list of new medications, which pharmacy they were sent to, and pharmacy hours + directions.
• Tertiary task list: sign-up for the patient portal, give a nurse compliment, and watch videos on diagnoses.