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The short answer: we can't. Sometimes, we miss the guaranteed appointment time. However, we do everything we can to ensure that our predictions are accurate, and we do everything we can to ensure that the patient experience is still as smooth as possible if we're wrong.

At this point, we have a 99.9% success rate with that guarantee: less than 1 out of every 1,000 patients has requested a write-off of the bill.

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Can you expand on this a bit - for example, do you come up with the appointment times based on your own models, or does the hospital update your system to say "well, we're having a light day, so most people can get in two hours after they send us their triage info, regardless of what comes up."

I also wonder if you could talk about the incentives you use to get hospitals to sign on to your program - while you're adding value, you're also costing them staff time. Do you pass on a portion of the $25 to them, or is the idea that they will make up the cost by having more people come to them and thus getting more volume?

Lastly, have you considered partnering with insurance companies to offer this service as part of a premium's offering?

All-in, great idea you have - this is the kind of health care innovation we need.

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