ALBUQUERQUE, N.M.—Intuitive Health, a leading provider of combined emergency room and urgent care facilities, and Presbyterian Healthcare Services recently announced the opening of PRESNow 24/7 Urgent and Emergency Care – Menaul/Pennsylvania in Albuquerque, New Mexico.

The Menaul/Pennsylvania urgent and emergency care facility is located at 7400 Menaul Boulevard NE, Albuquerque, New Mexico 87110. The urgent care and ER are open 24/7. No appointments are needed and only walk-in patients are accepted.

Its 24/7 urgent and emergency care centers offer comprehensive services with an on-site lab and imaging suite, including CT scans, X-rays, ultrasounds and EKGs. This ensures patients’ medical needs are met swiftly, with billing only for the services they utilize.

PRESNow is Albuquerque’s only 24/7 Urgent Care and Emergency Care under one roof.

As a pioneer of the combined ER and urgent care model starting in 2008, Intuitive Health facilities eliminate the need for patients to self-diagnose before seeking care. Each location houses both emergency and urgent care services in the same location. Patients enter through the same door and are examined by ER-trained providers, who determine if ER or urgent care level treatment is needed. Approximately 70-80% of patients only need urgent care, resulting in significant convenience and cost savings.

The dual ER and urgent care model’s goal is to remove financial concerns in deciding where to go. PRESNow informs patients whether their condition requires urgent or ER-level care and ensures they are billed accordingly. Patients are updated on their billing status throughout their visit. If ER-level care is required, additional consent is needed to confirm understanding of additional tests and treatments. This novel approach guarantees no surprise bills and that patients only pay based on the care level delivered while eliminating patient guesswork trying to self-diagnose condition severity, whether urgent care or emergency care.

This innovative model simplifies access to immediate patient care and helps drive value. The new PRESNow 24/7 – Menaul/Pennsylvania clinic will expand access to Intuitive Health’s unique dual offering for New Mexico residents.

“We’re excited to expand our unique ER and urgent care model in Albuquerque, where our PRESNow clinics have already proven successful by driving impressive volumes and meeting unmet needs,” said Intuitive Health CEO Thom Herrmann. “We aim to continue to set a new standard for accessible value-based care with this new location.”

The Menaul/Pennsylvania location marks Intuitive Health’s 31st location nationwide and fourth facility in partnership with Presbyterian Healthcare Services in New Mexico. It expands Intuitive’s footprint across 13 states.

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PLANO, Texas—A leading pioneer of the combined emergency room and urgent care under one roof model, Intuitive Health, recently announced an exceptional year of growth through extensive leadership advancement, healthcare facility openings and brand development. The success of the past 12 months substantiates Intuitive Health’s effectiveness in creating and operating its full-service ER and urgent care model, simplifying how patients find, receive and are charged for care. In addition, the proven model increases its partner healthcare system’s patient access to care, market share, revenue streams and cultivates stronger patient relationships.

Intuitive Health was founded on the mission to improve healthcare for patients by determining the appropriate level of care based on the patient’s symptoms, not the type of facility they receive care from. Patients are only billed for the care they receive (emergency or urgent care), which significantly reduces medical bills and unnecessary ER utilization. Its commitment to transparent medical billing and its exceptional customer service program, backed by industry-leading ratings, has attracted some of the largest healthcare systems in America. As 2023 begins, Intuitive Health has partnered with 14 healthcare systems in nine states with 19 open locations serving over 500k patients annually.

“Intuitive Health’s growth this past year illustrates how essential dual emergency room and urgent care services are to patients and providers. In today’s consumer-driven healthcare environment, combining emergent and nonemergent services under one roof strengthens the access to care in communities nationwide,” said Thom Herrmann, chief executive officer of Intuitive Health. “By integrating services, we manage patient flow better and have established the most efficient care delivery available. As a result, Intuitive Health facilities are the gold standard for healthcare consumerism, providing better patient care and outcomes while saving patients, payors and businesses millions of dollars each year.”

Intuitive Health’s 2022 highlights include:

Facility Openings and Announcements
Continuing its efforts to build and operate combined ER and urgent care facilities across the United States, Intuitive Health celebrated the opening of four new centers with leading healthcare systems.

New facility openings include:

In partnership with The University of Oklahoma, OU Health opened its first OU Health Emergency Room & Urgent Care in Yukon, Oklahoma.
HonorHealth opened HonorHealth Complete Care in Surprise, Arizona.
Presbyterian Healthcare Services opened its fourth PRESNow 24/7 Urgent and Emergency Care – Isleta/Rio Bravo in Albuquerque, New Mexico.
Baptist Health opened its first Baptist Health ER & Urgent Care in Jeffersonville, Indiana.

Partnership announcements for new facility builds include:

Virginia Mason Franciscan Health will open its first Virginia Mason Franciscan Health ER and Urgent Care in Washington.
University of Florida Health will open three UF Health Emergency & Urgent Care Centers in New Kings, Lane Avenue and Baymeadows with UF Health Jacksonville.
Bayhealth will open its first Bayhealth Total Care in Delaware.

Center of Excellence Awards

Intuitive Health launched its Center of Excellence awards, recognizing its facilities that exceed extremely rigorous metrics and have demonstrated the highest performance in the healthcare industry. Designed to help facilities create a culture of excellence among employees, these centers provide a better patient experience due to the implementation of high-quality operational processes and workflow solutions.

Intuitive Health has three different award categories:

Center of Excellence Award – represents the highest accolade achievable by facilities with excellent NPS results, door-to-door times, quality clinical excellence, safety of care, operational efficiency, social media reputation and team engagement.
Intuitive Way Award – showcases the top facilities demonstrating dedication to Intuitive Health’s mission and values; they have achieved at least one Center of Excellence Award qualification.
Up and Comer Award – recognizes newer Intuitive Health facilities less than 18 months old that have demonstrated high marks in quality of care and patient satisfaction.

Monetize Summit

Jay Woody, MD, FACEP, ABEM—chief medical officer of Intuitive Health and co-founder of Legacy ER & Urgent Care in DFW—was invited to present Intuitive Health’s utilization of the NPS survey at Monetize!, Europe’s leading voice of the consumer (VOC) conference. Monetize! was initially created by NPS inventor Fred Reichheld to measure retailer feedback.

Woody spotlighted how the NPS model has revolutionized the healthcare industry and the combined ER and urgent care model (Intuitive Health is ranked in the top 1% of global retailers for customer experience).

Leadership Development Program

In November, Intuitive Health graduated its first Leadership Development Program class. At Intuitive Health’s headquarters, the inaugural class met for two-day retreats in Plano, Texas. Individuals were selected based on proven leadership within the organization. The program is intended to help class members identify strategic alliances, share opportunities of leading a dual ER and urgent care center, collaborate with peers for success ideation, share best practices and explore one-on-one meetings with others.

Founded in 2008, Intuitive Health pioneered the combined emergency room and urgent care model. Intuitive Health partners with established health systems nationwide to build, operate and launch retail healthcare facilities that provide urgent care and emergency room services under one roof. Intuitive Health works in partnership with leading health systems across the country, including Arizona, Arkansas, Delaware, Florida, Kentucky, Indiana, New Mexico, Ohio, Oklahoma, Texas, Virginia and Washington.

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TOLEDO, Ohio—ProMedica is partnering with Dallas-based Intuitive Health to bring the first hybrid emergency room and urgent care clinic to support the growing needs of residents and businesses in northwest Ohio.

Since 2008, Intuitive Health has partnered with established health systems nationwide to build, operate, launch and retain health care facilities that provide urgent care and emergency room services under one roof. The dual emergency and urgent care facilities eliminate the need for patients to self-diagnose the severity of their health concerns before selecting the most appropriate medical center for care. The new patient-centered model is designed to simplify the way patients access immediate, appropriate care while also lowering out-of-pocket costs.

“ProMedica is excited to partner with Intuitive Health to bring the hometown Five-Star services of ProMedica Toledo Hospital closer to home for patients who live or work in the Toledo suburb, Maumee, and the surrounding communities,” said Dawn Buskey, ProMedica president of acute care. “Intuitive Health pioneered the freestanding Emergency Center and Urgent Care model in 2008. Since then, the company has partnered with leading health care systems across the nation to establish and operate freestanding Emergency Center and Urgent Care facilities in 10 major U.S. markets.”

ProMedica Toledo Hospital Emergency and Urgent Care will have a full-service ER open 24 hours a day and an urgent care open 7 a.m. to 9 p.m. seven days a week. Each facility is equipped with on-site lab equipment, a radiology suite with X-ray and multi-slice CT scanners, and staffed with board-certified, ER-licensed physicians. The ER physician examines each patient and determines if the appropriate care is emergent or urgent care. Patients are billed accordingly, only paying for the level of care they need, which eliminates unnecessary emergency room visits.

“Health care is changing, and consumers are demanding better service with an emphasis on convenience, safety and value. Our combined Emergency and Urgent Care model provides the convenience and efficiency of a top retailer while delivering the highest level of clinical care and customer service that patients demand. Patients no longer need to plan around their provider’s schedule, and they no longer need to self-triage whether they need emergency or urgent care. Instead, they can come to our facility any time of day and receive the right level of care without having to pay more than is appropriate,” said Thom Herrmann, CEO of Intuitive Health. “Over 70% of our patients are treated and billed at the urgent care level.”

The 11,000-square-foot facility is designed to be warm and welcoming with an area designed just for children. Patients can receive care without an appointment, but they have the option to pre-register online if they prefer and can do so. Before treatment even begins, patients are informed whether they will be treated as an urgent care patient or as an emergency room patient, for which additional consent is needed.

The venue is expected to open November 2021. Lathrop is the general contractor on the project, and e4h led the design elements of the undertaking.

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KAHALA, Hawaii—Working out of its office in Hawaii’s capital city, the engineering, design and architecture firm Stantec recently unveiled a brand-new, 8,232-square-foot critical care healthcare facility located inside the busy Kūʻono Marketplace at Kahala, one of the island of Oahu’s major shopping destinations for locals and visitors alike. The Straub Medical Center–Kahala Clinic & Urgent Care is situated at the marketplace directly across from Kahala Mall.

Stantec’s Honolulu office prepared not only the design of the clinic itself but also worked on planning out what specific medical services would be available once the facility was open to the public. As with Straub’s other nearby clinics in Ward Village and Kapolei, the Straub Medical Center–Kahala Clinic & Urgent Care will offer a wide variety of care options for the community of Kahala, which is named for a fish native to the waters of the Hawaiian islands.

Among its other facilities, the Straub Medical Center–Kahala Clinic & Urgent Care will offer primary and urgent care as well as specialty services. The facility will feature 19 examination rooms and an X-ray suite, whose imaging services will be provided by Clinical Labs of Hawaii. Clinical Labs will also provide laboratory services for the clinic.

Stantec’s client for building the Straub Medical Center–Kahala Clinic & Urgent Care was Hawaii Pacific Health, which operates four medical centers on Oahu that are located at Kapiolani, Pali Momi, Straub and Wilcox. Hawaii Pacific Health operates as not-for-profit healthcare provider.

Christie Fong, Stantec project manager, said in a recent statement that the clinic will help redefine what community medical amenities are available to people in Kahala.

“It’s been inspirational working with Straub and Hawaii Pacific Health to develop this new facility to provide critical outpatient services,” Fong said.

Part of Stantec’s design ethos for the Straub Medical Center–Kahala Clinic & Urgent Care was to continue to foster new places that are essential to community health. Accordingly, Stantec’s considers its healthcare facilities to be “healing spaces” that appear welcoming and less like a traditional ER or hospital setting. Accordingly, the facility at Kūʻono Marketplace at Kahala features a large, open-air lobby with high ceilings that allow for ample natural lighting to enter the lobby as well as the waiting areas.

“With an emphasis on patient experience, our design of the Straub Clinic and Urgent Care reflects the health and wellness of the surrounding Hawaii community,” Fong added in a recent statement that was emailed to HCO News. “High ceilings and natural light in waiting areas create an open and inviting environment while thoughtful wayfinding reduces stress for patients and visitors.

“In addition to bringing much-needed critical care, the new space is safe, open, and inviting [which is] vital to healing,” she said.

Stantec, which boasts well over 200 worldwide office locations, has been producing facilities in Hawaii for over a decade, including healthcare spaces. Stantec worked on the Straub Medical Center–Kahala Clinic & Urgent Care in conjunction with general contractor Allied Builders, which has an office in Honolulu.

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