Case study / Monarch Healthcare
Monarch Healthcare is a multi-state behavioral health provider serving people with mental health needs and/or intellectual and developmental disabilities.
For Monarch’s clinicians, telehealth is the front door to care. It has to be there the moment someone needs a virtual visit, scheduled or not.
Results
Patient support in a moment of crisis
Accessible care without barriers
Speciality
Comprehensive mental health services
Care delivery model
Hybrid
1,700
Team members
16
Clinic locations
28,000
Patients annually
87%
Care delivered virtually
The challenge: care that can’t wait for an appointment
Most telehealth platforms are built around the scheduled visit: a provider and patient click into the same call at an agreed time. That works well for planned care, but behavioral health doesn’t always follow a schedule. Someone in crisis needs help right away, on whatever device is in front of them, without a login or a download standing in the way.
For Monarch, this means being ready for the thousands of sessions that happen on schedule every week, and the ones that don’t.
Being available for moments that matter
With doxy.me, providers can see when patients check into the waiting room and can reach out the moment they arrive, even when another session is already underway.
That’s what made a recent moment at Monarch possible. A therapist, mid-session with someone else, noticed a different patient’s name appear in the waiting room: someone she had seen earlier that same week, unscheduled, at a time she didn’t expect. Because the waiting room was visible in real time, the provider reached out with a message right away.
The patient responded that they needed help immediately. Using Monarch’s care coordination process, the therapist arranged for a colleague to step in with the patient she was already seeing, so she could give the new arrival her full attention. The patient had reached her with a single click, from their own device, with nothing to install and no password to remember. Because the waiting room was always visible, and reaching it only took a click, a simple check-in had a chance to become a meaningful care conversation.
“Doxy.me saved a life. It was part of an entire ecosystem that allowed our therapist and our patient to connect, without barriers, without an update to a phone, without a password, without technical know-how.”
Blake A. Martin
President, Monarch Healthcare
The impact: a continuing care journey
When the therapist joined the patient in the waiting room, the patient wasn’t responsive. Monarch’s team, well trained for exactly this kind of moment, coordinated with local emergency services, who reached the patient and confirmed contact was made. The patient was taken into care right away.
After a period of higher-level treatment, the patient returned to Monarch for ongoing therapy, where they’ve continued to make real progress. Progress that traces back to one clinician’s quick response. In recognition of that moment, Monarch’s board honored the therapist with an award reserved for the organization’s most significant life-saving acts, one rarely given. As Blake A. Martin, Monarch’s President, put it: no award can capture what that moment meant. But the board wanted their team to know they were seen, too.
“Doxy.me makes a big difference in everything we do, every day. I hope you realize that your telehealth platform truly saves lives.”
Blake A. Martin
President, Monarch Healthcare
This is what a telehealth platform has to do for Monarch: show up for every patient, on any device, every time. Because some moments can’t wait.
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