The IV was already in my arm when they told me my appendix needed to come out after reading the CT scan they'd done twenty minutes earlier, right there in the building. What struck me was what the nurse said next: "If you want, your husband can just drive you to Riverview Hospital. We'll leave the IV in."

I blinked at her. "I can drive myself to surgery?"

"Well," she smiled, "we'd prefer your husband do it."

This was not how emergency rooms worked. I'd been to emergency rooms. You wait. You suffer. You get transferred. You wait again. You leave six hours later $4,000 poorer, never entirely sure why it cost what it cost.

But here I was at Riverview Emergency Room & Urgent Care on 116th Street near Cumberland Road, and a woman was casually suggesting my husband could drive me to surgery. With an IV still attached.

It was so reasonable—it felt revolutionary.

The Secret Sauce

I sat down with Senior Director of Area Operations, Lynne Bunch, to write this article and learn more about the three locations she's been running for nearly six years—Fishers on 116th Street, Carmel on Hazel Dale, and West Carmel on Michigan Road. When I asked what made them different, she didn't start with statistics.

"A group of ER physicians in Texas got fed up," she told me. Seventeen years ago, they kept watching patients with sprained ankles and kids' earaches walk out with $2,000 bills. "They said, 'This isn't right.' So they built something different."

What they built had never been done before: a fully equipped emergency department that courtesy bills you (or your insurance) for the level of care that you actually need. Urgent care complaint? Urgent care price. True emergency? Full ER capabilities and billing. Same room. Same doctors. You don't choose wrong and pay twice.

"We're taking the guesswork out," Lynne said.

"I'm an ER nurse," Lynne continued. "I've been doing this for 23 years. Even I sit at home going, should I go? Should I wait? Should I call my doctor? If I can't figure it out, how can anyone else?"

The Texas physicians, led by Chief Medical Officer, Jay Woody, M.D., called their company Intuitive Health. When they expanded beyond Dallas, Riverview Health became their first partner in 2019—a 51% Riverview, 49% Intuitive Health joint venture. Now, Intuitive Health has coast-to-coast partnerships with 100+ facilities open or in development, each one proving the same thing: emergency care can be fast, efficient, and actually respect your time. In 2025, they will serve a million patients across 35 facilities.

“At Riverview Health, we place a strong emphasis on cultivating a culture of excellence,” Lynne explained. “Our goal is to consistently exceed patient expectations.” Every new team member completes comprehensive training focused on patient experience, supported by quarterly refreshers and annual employee engagement surveys to foster continuous improvement. “We actively seek feedback and ask, ‘How can we do better?’” 

Each of the three locations has just 12 beds, yet they handle impressive volume through efficiency and smart staffing. Across the three sites, the emergency departments collectively average 160 patients each day, reflecting a steady and dynamic patient flow that highlights the team’s dedication to timely, high-quality care.

I asked Lynne why hospital ERs can't do this. She was diplomatic but clear: "Emergency departments struggle to balance patient satisfaction, low wait times, and efficient care due to unpredictable volumes, staffing shortages, and system-wide bottlenecks. Those that succeed rely on real-time flow management, strong teamwork, and patient-centered communication to deliver faster, higher-quality care. Riverview Health is committed to providing the highest quality care and service excellence to every patient and community we serve.

Lynne and her team aren't resting on their laurels. They're planning future lunch-and-learn sessions for the Britton Falls community covering the unique physiological, cognitive, and social needs of older adults, including fall prevention, and polypharmacy management and atypical presentations. They've even added schedulers who can book your follow-up appointment before you leave.

When I asked about her 23 years in healthcare, Lynne was refreshingly honest.The journey has been deeply rewarding. Each day has offered the privilege of making a difference in people’s lives during their most critical moments while mentoring and inspiring others to deliver exceptional care.

As Eldon drove me to Riverview Hospital with an IV in my arm to have my appendix taken out, I experienced the culture Lynne talked about: wowing patients by respecting their time. Forty minutes from walking in to heading out. That's the wow—not flowers, marble counters, or fancy waiting rooms. It's all about getting you diagnosed, treated, and on your way while other ERs are still processing your insurance.