“Do you know what the first question anyone gets asked at these things nowadays?” asked a member at a recent industry event. I didn’t know the answer, and when I heard it, I was speechless. He said, “They ask you how many urgent cares you have.” Who are we becoming when this is our measurement of worthiness? When did size become the first thing that matters in our getting to know one another? There is …Read More
JUCM Bonus Feature: Top 10 Things to Know in the Wake of an Urgent Care Acquisition
Lou Ellen Horwitz, MA Finally, after months of looking for the right health system partner, you have a deal to purchase your clinics. Congratulations! There are many positives in your decision to partner to achieve your vision. And get ready. The next year or so, for yourself and your leadership team, will be extremely exciting, sometimes frustrating, and often a bit terrifying. To help you prepare, we offer some tips for surviving before, during, …Read More
Take the Blinders Off Your Eyes—and Ears
URGENT MESSAGE: Over time, urgent care operators become desensitized by what they see and hear every day—a serious challenge to continual improvement and, therefore, success. In this second installment of her guest blog on “blinders,” Lou Ellen Horwitz describes how what is said in an urgent care center influences patient perceptions. She provides practical suggestions on coaching staff to be mindful of their words, volume, and audience when engaging in business and nonbusiness conversation. Lou …Read More
To See a Brighter Future, Take Off Your Blinders!
URGENT MESSAGE: Ongoing success requires that the urgent care operator keep his or her eyes open for opportunities to improve the patient experience. The challenge is that the operator can become desensitized by what he/she sees every day. In this guest blog, Lou Ellen Horwitz explains that effective operators must “take their blinders off” in order to experience the operation the way patients do. Lou Ellen Horwitz is Director of Learning at Seattle-based Immediate Clinic. …Read More