Growing an urgent care network fast usually means picking two out of three: speed, quality, or margin. INTEGRIS Health, the Oklahoma City-based health system, wanted all three. In just 20 months, its AllSet Urgent Care network grew from 3 locations to 16, cut average door-to-door time nearly in half, and landed in the top decile nationally for patient experience — all while bringing convenient care within a 15-minute drive for 83% of the metro. The engagement, powered by UCP Merchant Medicine (UCPMM) and its Intellivisit AI platform, is a case study in what's possible when operational discipline and clinical AI scale together instead of competing for resources.
The starting problem will sound familiar to any health system leader who has tried to expand ambulatory access. INTEGRIS faced coverage gaps across a large metro footprint, front-line variation in how patients were interviewed, triaged, and documented, door-to-door times that frustrated patients and capped volume, and the perennial tension between growing fast and protecting margin. The conventional urgent care playbook — hire ahead of demand, lean on individual clinician judgment, standardize later if at all — tends to make each of those problems worse as a network scales, not better.
UCPMM's approach was built around a different premise: don't treat growth and consistency as trade-offs. The engagement followed a three-phase model — Strategy, Execution, and Operating System — that UCPMM describes less as a project and more as a partnership. Phase one covered market analysis, financial modeling, site selection, and clinical design, the foundation for every site that followed. Phase two put UCPMM's team on the ground alongside INTEGRIS to build operations, hire and train staff, and deploy Intellivisit at each new location. Phase three kept Intellivisit always-on as the network's operating system, pairing it with ongoing benchmarking and continuous improvement so that quality didn't erode as the site count climbed.
That last point is the one worth sitting with. Scaling from 3 sites to 16 is the kind of growth that typically introduces variation — different staff, different habits, different shortcuts under pressure. Intellivisit's role, structuring every patient interview and giving front-line staff real-time, decision-ready guidance, is what enabled INTEGRIS to maintain quality across all 16 locations as they scaled. The platform is built on Lucent, a white-box AI engine trained on more than 10 million patient-years, 40,000-plus symptoms, and 4,000-plus diagnoses, and it shows its reasoning rather than operating as a black box, which matters when clinicians need to trust — and act on — what the system recommends.
The results speak for themselves.
Average door-to-door time dropped from 61 minutes to 30.
Net Promoter Score reached the top decile nationally, and stayed there consistently rather than spiking once and fading.
As INTEGRIS Health CEO Tim Pehrson put it, "In just 20 months, we grew from 3 average urgent care centers to 16 world-class INTEGRIS Health AllSet locations, within a 15-minute drive for over 83% of the Oklahoma City metro. We cut average door-to- door times from 61 minutes to 30 and increased Net Promoter Score, consistently performing in the top decile nationally."
This is what Modern Urgent Care looks like in practice: not just more locations, but a network where every visit, at every site, follows the same evidence-based standard regardless of who's staffing the front desk that day. It's the same discipline UCPMM has now brought to more than 300 urgent care and rapid-access sites across 75-plus health systems since 2015.
If you're mapping out what urgent care expansion could look like in your own market, INTEGRIS's numbers are a useful benchmark, not a ceiling. Schedule a conversation with UCPMM to scope what's possible, and what it would take to get there.