At CareNow and MD Now clinics, HCA Healthcare team members are the first to greet patients as they present at the clinic. Warm smiles and friendly hellos ease anxiety, but at the Stone Oak Parkway & Evans Road clinic in San Antonio, Texas, one employee’s careful observation changed the course of a patient’s life.

When a patient who had come into the clinic was having difficulty completing the check-in process, the team member stepped in to help. Almost immediately, she realized something wasn’t right. His speech was noticeably impaired, prompting her to engage the clinical team and escort him to an exam room for evaluation.

The clinic’s nurse practitioner quickly recognized the signs of a potentially serious neurological event and determined the patient needed emergency care. He had suffered a stroke.

Later, the patient thanked the team for recognizing the warning signs and getting him the treatment he needed when every second counted.

Stories like this unfold across CareNow and MD Now clinics every week. While most patients arrive seeking treatment for a sore throat, a sprained ankle or a lingering cough, others come through the doors with symptoms that signal a much more serious condition. Knowing the difference — and helping patients get to the right place at the right time — is one of the defining strengths of HCA Healthcare’s urgent care network.

Today, the CareNow and MD Now operations are the nation’s second-largest urgent care operator in the nation, with over 400 clinics serving communities across 10 states. Together, these clinics will care for an estimated 5 million patients this year, making CareNow and MD Now one of HCA Healthcare’s largest entry points to care.

Approximately 22% of patients new to HCA Healthcare begin their journey through a CareNow or MD Now clinic. For Will Howorth, president of the HCA Healthcare urgent care service line, that statistic represents more than growth. It reflects an opportunity to connect patients with care when and where they need it most.

“We want to be excellent at providing urgent and episodic care, but we also recognize and appreciate the complexity of care navigation and how challenging that is for patients,” he says. “We spend a lot of time thinking through network development, making referrals easy and getting patients to the next point of care.”

That coordination happens hundreds of thousands of times each year. More than 150,000 patients will be directed to emergency departments from a CareNow or MD Now clinic this year alone. Over 400,000 additional patients will need a specialist, imaging or physical therapy referral.

“One of the greatest values we provide is being the first point of contact for patients who don’t know where to go,” Howorth says. “They aren’t sure if it’s an emergency, but they know that a qualified clinician will help point them where to go next.”

Working closely with HCA Healthcare’s Patient Logistics Centers, CareNow teams help preregister patients headed to the emergency department, making the transition as seamless as possible during what is often a stressful moment.

Howorth says every CareNow clinic is focused on delivering three things: an efficient experience, meaningful engagement with a care team and a thoughtful care plan to address their primary complaint.

“If we can execute on those three things, we generally have a happy and satisfied patient population,” he says.

That philosophy shapes nearly every step of the patient experience. Digital registration streamlines check-in. Wait times are visible and transparent. Team members greet guests as they arrive, while care teams work to move patients efficiently from vital signs to the exam room, the clinician and ultimately a conversation about their care.

“It’s really about removing friction and barriers to care where possible,” Howorth says.

The same thinking extends to clinical care. Patients expect CareNow to provide the services they need, whether that’s X-rays, laceration repair or fracture care, and the organization is committed to ensuring every clinic is equipped with the tools, training and expertise to deliver on that promise.

That commitment is reflected in CareNow and MD Now accreditation through the Urgent Care Association, the industry’s national benchmark for quality. According to Howorth, fewer than 15% of urgent care centers nationwide have earned the distinction.

“While the majority of our competition has deprioritized this standard — primarily because it is challenging to achieve — we have invested with our teams to be accredited. We have a strong quality story to tell, with our goal being to provide every patient with a robust, quality experience,” he says.

The patient experience doesn’t end when someone walks out the door. Rather than leaving with a stack of paperwork that may never be referenced again, by October of this year, patients will receive a text with their medical records and care plan, making important information easy to access whenever it’s needed.

“When you leave, you’re not getting multiple pieces of paper you’ll put in your car and lose,” Howorth says. “We have a robust technology agenda to make accessing care as easy as possible.”

After nearly 17 years with HCA Healthcare, including almost a decade with CareNow and MD Now, Howorth says it’s the stories that continue to motivate him.

Sometimes they come during the weekly “mission moments” shared by CareNow or MD Now leaders. Other times they arrive unexpectedly in a text message from a friend or colleague.

“Sometimes a friend will text me and say, ‘Hey, I had a great experience at one of your clinics,’” he says. “When people are hurting or feeling sick or ill, it’s a challenging time. We give them an opportunity to be heard and put together a care plan that helps them get back to their everyday lives. I’m passionate about this work because we are making a demonstrable difference in people’s lives.”