How SOL is driving the consumerization of mental health

SOL Mental Health is redefining mental health care by making access as seamless as modern consumer experiences. With in-person and virtual treatment options across multiple states, SOL prioritizes personalized provider matching to ensure patients receive the right care. 

Challenge

Traditional intake processes—slow and complex—created friction for patients and operational strain for providers. To bridge this gap, SOL is streamlining access and removing administrative barriers, making mental health care as accessible as any other essential service.

• Patient access barriers – Patients often seek care in moments of distress, making quick access critical. However, slow, manual intake processes and scheduling delays created friction, leading to lower conversion rates and patient drop-off.

• Disconnected experience – Unlike modern consumer services, the onboarding process was fragmented, requiring multiple steps for clinician matching and insurance verification.

• High administrative workload – Clinicians and staff spent excessive time manually confirming patient fit and insurance eligibility, reducing capacity for actual care.

Solution & Impact

To bring consumer-grade convenience to mental health care, SOL implemented Awell’s CareOps platform to create dynamic front-end care flows. These automated workflows streamline onboarding, scheduling, and clinician matching, reducing friction for patients and workload for staff.

• Seamless digital scheduling – Patients move through a real-time online scheduling flow, reducing delays and ensuring quick engagement (already resulting in 932 new patients)

• Smart clinician matching – Awell’s adaptable logic pairs patients with the right provider based on clinical fit, availability, and preferences.

• Reduced admin burden– With 37 care flow adaptations, SOL uses Awell’s data visualization tool, Flow Path, to easily identify and remove bottlenecks that negatively impact conversion, engagement and ultimately, care.

• Expanding consumer-first access to care – SOL is building on its CareOps foundation by integrating live insurance eligibility checks, advanced patient referrals, pre-intake communications, and engagement surveys, further optimising the patient journey and enhancing accessibility .

“Consumer experiences set the standard for patient expectations. With Awell, we’ve built a seamless, automated onboarding and matching system—ensuring patients get the right clinician, faster, with less friction.” - Mike Todd, Director of Strategy & Growth