1 Changing the Face of Patient Experience with the Net Promoter System ® Case Study: Legacy ER & Urgent Care2 From unbearably long emergency room wait times (and the associated large bills) to the growing difficulty of actually finding or book- ing an appointment, there was a mounting frustration in the healthcare space. Ultimately, this gap led to a rise in what we now call “urgent cares”, and an emphasis on providing a better patient experience. Legacy ER & Urgent Care has expanded this model further, offering dual emergency room and urgent care locations to meet the needs of patients in the United States. Today, they are the largest dual provider of both emergency and urgent care services in the country, and a leader in delivering superior patient experience. News o

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