MetroHealth, a public health system based in Cleveland, Ohio, serves more than 300,000 people each year. To make care more accessible, the health system expanded its virtual-first model through Ovatient, giving patients easier access to urgent, primary, and behavioral healthcare.

But one challenge remained: making sure prescribed medications reached patients quickly and safely.

For patients facing transportation barriers, demanding work schedules, or limited pharmacy access, a virtual visit could still end with delayed treatment. MetroHealth addressed that gap by partnering with Phox Health to connect virtual care with same-day prescription delivery.

Phox Health’s healthcare logistics platform integrates with MetroHealth’s pharmacy workflows, helping identify urgent, specialty, and temperature-sensitive prescriptions. Dedicated, credentialed drivers complete each delivery while patients and care teams receive real-time updates from pickup through final handoff.

The partnership also supported more complex delivery needs. During the mpox outbreak, Phox Health helped MetroHealth streamline the documentation and temperature-controlled delivery of TPOXX treatments. In another case, medication was delivered directly to a patient staying in a Cleveland hotel, helping protect treatment continuity while the patient was away from home.

Results

After fully adopting Phox Health’s delivery and software system:

• Prescription capture increased nearly tenfold

• Delivery accuracy and on-time performance exceeded 99%

• MetroHealth and Phox Health implemented Ohio’s first compliance-friendly refrigerated medication workflow

• Patients reported greater visibility, convenience, and reduced packaging waste

Ovatient’s virtual-first care model also delivered measurable impact:

• 24,000 patients cared for

• 50,000 visits

• More than 35,000 referrals and orders

• A Net Promoter Score above 76

What Patients Said

Patients highlighted the visibility, reliability, and convenience of the delivery experience.

“This service is the best I have ever encountered, and I’m seventy! The tracking is a great help and on spot. Kudos to this service and their drivers.”

Another patient recognized the reduced packaging waste:

“So much better than getting cold-pack deliveries with wasteful packaging. Thanks for this greener method.”

The feedback reflects an important part of the model: successful healthcare delivery is not measured only by whether a package arrives. It is also measured by whether the patient feels informed, supported, and confident throughout the experience.

Extending Care Through the Last Mile

Together, MetroHealth, Ovatient, and Phox Health created a more connected path from virtual consultation to treatment at the patient’s door.

“Our work with Ovatient and Phox Health has led to measurable improvements in patient experience, access, and quality for our patients. As we look ahead, we believe the pace of change and innovation will accelerate as we continue exploring new ways to meet patients where they are.”

— Dr. Nabil Chehade, SEVP, Chief Clinical Transformation, Innovation and Strategy Officer, MetroHealth

The partnership demonstrates how virtual care and healthcare logistics can work together to improve medication access, protect continuity of care, and extend the health system’s reach beyond traditional facilities.

Check out the full article here: https://ovatient.com/case-study/metrohealth-uses-virtual-care-and-same-day-prescription-delivery-to-increase-access-to-care/ 

For more information, contact us at sales@phoxhealth.com