Ellie Mental Health increase patient acquisition with Healthfully

Ellie Mental Health is a franchised network providing mental health services across 265 facilities in the USA. The network offers therapists specializing in a broad range of mental health areas, including anxiety, couples therapy, depression, grief, family therapy, trauma, anger management, and more.

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The challenge

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Ellie previously relied on a call center to handle new patient inquiries. The call center would determine the type of therapy needed, assess clinician preferences, check availability, and schedule appointments.

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Ellie wanted to offer an online scheduling option on their website that would be easier, faster, and more transparent for patients. The goal was to give patients complete control over selecting services, locations, clinician profiles, availability, and booking preferences—both in-person and via telehealth.

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The Solution

Healthfully implemented an open-access scheduling system that transformed Ellie’s website into a digital patient acquisition channel. This solution allows new patients to:

Select their preferred location
Choose the type of therapy
Choose insurance provider or self-pay
Specify clinician attributes such as language and gender
Choose between in-person and telehealth visits
Browse clinician profiles matching their criteria
View clinician availability calendars and self-schedule appointments

Patients gained 24/7 access to schedule visits at their convenience.

The solution also includes online pre-visit paperwork for intake and registration, insurance and EMR integration, and metrics reporting.

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The Results & Impact

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The solution’s impact was immediate, with bookings growing month-over-month. Due to this early success, Ellie phased out their inefficient call center. The Healthfully solution deployment continues to expand in other areas. The centralized digital scheduling and pre-visit paperwork workflow is now also used for all existing patient visits, further increasing efficiency.

Disparate Services and Technology:

UF Health St. Johns relied on various disconnected systems for inpatient and outpatient care, spanning electronic medical records (EMRs), patient registration, scheduling, payments, forms, telemedicine, secure messaging, care management, and social determinants of health (SDoH) data.

Patient Friction Points:

Surveys and patient feedback highlighted frustration with re-registration, wait times, and a lack of continuity in the care experience.

New Healthcare Models:

Emerging care models, including Value-Based Care, Remote Patient Monitoring (RPM), and Hospital-at-Home, demanded innovative engagement tools and more comprehensive data.

Rising Digital Standards:

Competitors like Amazon’s One Medical, Teladoc, and other digital-first services were raising patient expectations for online convenience.

Undefined Patient Expectations:

UF Health St. Johns recognized a need for better understanding of patient expectations specific to its community but lacked research in this area.

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Ellie Mental Health increase patient acquisition with Healthfully

The challenge

The Solution

The Results & Impact

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