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Guideway Care is a healthcare-only patient activation company. We operate Medical Contact Centers and Nurse Triage programs staffed by trained Activation Care Guides and licensed RNs, powered by our proprietary Motivational Patient Guidance (MPG) behavioral science framework. We help health systems, practices, and payers close the gap between patient intention and completed care action.

We are not a call center. Every interaction is grounded in behavioral science — our Activation Care Guides use nine evidence-based motivational techniques to move patients from ‘I meant to schedule that’ to a confirmed, completed appointment. We integrate with your EHR, document every interaction, and measure outcomes that matter: adherence, ER diversion, readmission rates.

We serve hospitals and health systems, medical practices (single-site and multi-site), FQHCs and rural health clinics, and payers and health plans. Each engagement is custom-built around your patient population, specialty mix, and operational goals.

Yes. All data handling, communications, and storage are fully HIPAA compliant. We maintain rigorous data security protocols and conduct regular audits to ensure compliance across all partner engagements.

Yes. Guideway Care is SOC 2 certified — maintaining the highest standards of data security and operational quality. Our certification reflects our commitment to operational excellence and clinical integrity.

Our licensed Registered Nurses use gold-standard Schmitt-Thompson protocols for clinical triage — the same evidence-based protocols used by leading health systems nationwide. Every triage call is documented and routed to the appropriate level of care.

Our QA pass rate is 99.4% — consistently above industry benchmarks. Every call is eligible for quality review, and we conduct regular calibration sessions to maintain clinical and activation quality standards.

Typical onboarding takes 4–6 weeks and includes protocol development customized to your specialty mix, EHR integration, specialty-specific team training, and a phased rollout with dedicated implementation support. We assign a dedicated implementation lead who remains your point of contact through go-live.

We integrate with all major EHR systems including Epic, Cerner, Athenahealth, NextGen, eClinicalWorks, and others. All patient interactions are documented in real-time within your existing workflows — no workarounds, no double-entry.

Yes. One of our core capabilities is scalable staffing. We’ve demonstrated a 4× staff scale-up capability, allowing us to absorb call volume spikes — whether seasonal, post-event, or growth-related — without degrading speed-of-answer or quality.

Yes. We provide full 24/7/365 coverage including nights, weekends, and holidays. Our licensed nurses handle patient calls whenever your office is closed — ensuring no patient goes without clinical guidance.

Every clinical call is handled by a licensed Registered Nurse using evidence-based Schmitt-Thompson protocols to assess symptoms, provide guidance, and direct patients to the appropriate level of care. Our nurses are also trained in our MPG activation framework — so every interaction is both clinically sound and behaviorally optimized.

By providing 24/7 access to a licensed RN, patients who would otherwise default to the ER for non-emergency concerns get appropriately triaged to urgent care, a next-day appointment, or self-care guidance. Our partners have seen up to 30% ER diversion rates as a direct result of after-hours RN availability.

Results vary by program and patient population, but our partners consistently see: up to 30% ER diversion, 98% appointment adherence rates, 29-second average speed of answer, 76% HCAHPS score improvement, and approximately $1M in 3-year savings for health systems of moderate scale.

We agree on outcome metrics before launch — typically including appointment adherence, speed of answer, abandonment rate, ER diversion, and patient satisfaction scores. We provide transparent reporting dashboards and regular business reviews with your operational leadership.