QLess helps medical professionals at a Nevada-based urgent care improve patient service flow. The QLess solution allows patients to skip the waiting room by joining a virtual queue online, from home or work, and arrive at the clinic just in time for their appointment.

“This hasn’t just been a minor improvement,” says Chief Executive Officer of the healthcare network. “QLess has totally changed how patients receive care.”

Business Challenge

Business Challenge

It is inconvenient for patients to sit in busy waiting rooms. The clinic needed a solution that would reduce or eliminate those office wait times and minimize the discomfort of patients. According to the CEO, one of the most frustrating parts of providing urgent care is that it often lacks urgency.

“We’ve made great advances in medicine, but the way we treat patients is the same as it’s been for centuries – they wait in line to see a doctor. As an industry, we’ve struggled to find a better solution for managing the process.”



The healthcare network's CEO first discovered QLess in early 2014.

“I went to our innovation team and told them about a system that other industries were using to manage customer waiting. A few weeks later we were talking with QLess.”

Within 90 days, the urgent care facility launched a pilot program.

“QLess had experience in healthcare, so we were able to adopt the system right away. After a successful pilot, we fully rolled out Virtual Check-In to our practices."

Their Virtual Check-In manages more than 120,000 visits per year.

With QLess, patients can simply get in line virtually from the clinic’s web or mobile site and then wait for their turn wherever they happen to be. QLess alerts them 15 minutes in advance of their actual appointment by text, allowing them to arrive just in time to complete a short intake process, provide insurance information, and quickly see a provider.

Staff at the urgent care can monitor and manage the real-time, virtual queues and notify patients of delays to control expectations and reduce frustration. QLess provides the urgent care with analytics across multiple clinics featuring data about each patient’s experience, as well as staff productivity.



With the QLess solution, the urgent care reported a 20% increase in patient satisfaction attributed to shorter wait times for care.

Before the launch of QLess, the average wait time was 1-3 hours for patients just waiting in a waiting room. With QLess, the average patient wait time is now less than 30 minutes.

“Over 95% of our patients adopted it right away,” said the CEO. “Two metrics that we hold ourselves to are patient wait times and how accurately delays are communicated to patients. These two items have greatly improved – QLess is a game-changer for us.”

With Virtual Check-in, medical staff spends less time managing busy waiting rooms and instead focus on providing patient care. This shift has improved the efficiency and economics of their medical care operations. And, the analytics provide insights into patient preferences and concerns, as well as staff productivity, which allows the urgent care to continue improving operations and procedures.

The CEO shares some insight, “Adopting a new system and redefining internal processes will have its challenges, but the effort is worth it. The bottom line is that patients want real-time care, not to sit around wondering when they’re going to be seen.”

“When we launched QLess, our satisfaction rate was incredible. Over 95% of our patients reported that they love the new QLess system. For so long the process of delivering patient care has remained the same: patients arrive at an office, fill out paperwork, and wait for the doctor. We have fundamentally changed how we deliver care.” —Chief Executive Officer at a healthcare network

When we have an urgent health issue and urgent care solutions, we know we have to be waiting outside the doors for the office to open if we don’t want to get stuck waiting in line for hours to see a doctor. Even if you show up 15 min before the doors open, you may run into a line that has already formed. A Nevada-based clinic took the initiative to find a solution to the age-old problem of managing lines. For decades, patients in need throughout all healthcare sectors have had no other option but to wait in the waiting room for lengthy periods. With the turn of the century, we finally have a modern option that makes sense.

Implementing QLess Queue Management Takes Initiative

To move into the future of line management, it takes a CEO who can break out of old, standard habits and see the opportunities that new technologies can provide for both their employees and patients. It takes someone with guts to institute new changes into a large operation like an urgent care clinic that sees thousands of patients a year. With a solid track record of improving patient flows in multiple healthcare sectors, QLess was a no-brainer for urgent care solutions.

With the help of the QLess team, this Nevada clinic was able to smoothly and successfully roll out the new system that lets employees focus on patients, and lets patients make good use of their wait time. Patients embraced the new system that empowers them to wait anywhere, and customer satisfaction rates soared. The new QLess system gave this urgent care clinic a leading edge over their competitors and increased word of mouth conversions. Behind the scenes, the CEO and the employees were also given access to new data about their customers that helped them to improve the clinic processes and treat people faster.

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