Practice Management Articles Category

Alan A. Ayers, MBA, MAcc is Chief Executive Officer of Velocity Urgent Care, LLC and is Practice Management Editor of The Journal of Urgent Care Medicine. Urgent message: As 24/7 connectedness becomes the norm in the modern workplace, innovative technology companies have begun exploring unlimited paid time off (PTO) policies as a way to promote better work/life balance. Could unlimited PTO also become a trend in a healthcare industry that is likewise becoming increasingly 24/7 connected and still struggling with the issue of employee burnout? The concept of unlimited paidRead More
Facility Design: Cultivating Collaboration in the Back Office
Alan A. Ayers, MBA, MAcc is Chief Executive Officer of Velocity Urgent Care and is Practice Management Editor of The Journal of Urgent Care Medicine.  Urgent message: To move patients through the center quickly, urgent care demands near-constant communication among providers and staff. Eliminating enclosed provider offices in favor of shared workspaces promotes back office collaboration while keeping providers focused on clinic activities in real time. Urgent care reflects the seismic shift occurring in healthcare—traditional, provider-centric approaches of doctors’ offices and hospitals giving way to an innovative, patient-driven focus onRead More
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Christina Gardner, DHSc, MBA, PA-C; Alexandra Nassif, PA-C; Connie Brooks, MSN-FNP; and Kim Roe, MBA, RRT  Urgent message: Postgraduate fellowship programs are essential to the development of highly trained providers who can support the ongoing growth of the urgent care marketplace in the midst of a national physician shortage. However, historically there have been view available to nurse practitioners and physician assistants. Introduction A 2017 report of the Association of American Medical Colleges (AAMC), predicted a shortage of 40,800 to 104,900 physicians by 2030.1 One of the best methods toRead More
Urgent message: As a retail delivery channel for healthcare, success in urgent care depends on successfully executing the “retail” elements of the urgent care delivery model—the first of which is “location.”  Alan A. Ayers, MBA, MAcc is Chief Executive Officer of Velocity Urgent Care and is Practice Management Editor of The Journal of Urgent Care Medicine. Urgent care differs from other types of medicine in that it adheres to a retail delivery model; successful urgent care practices are those that have mastered the traditional retail elements of convenience, accessibility, affordability,Read More
Urgent message: Spurred by disruptive market entrants and burgeoning consumerism, health systems are increasingly adopting retail principles to better meet consumers’ shifting expectations. Thus, urgent care stakeholders, either as standalone operators or partners with a hospital/health system, must further expand upon their retail offerings in order to fend off increased competition. Alan A. Ayers, MBA, MAcc is Vice President of Strategic Initiatives for Practice Velocity, LLC and is Practice Management Editor of The Journal of Urgent Care Medicine. Healthcare in the U.S. is undergoing a number of dramatic changes, oneRead More
Urgent message: U.S. healthcare has been a monolith of inefficiency, limited access, and untenable costs for decades, due mainly to a lack of healthy competition. Today’s healthcare landscape, however, spurred by converging market forces, is rapidly evolving into a competitive marketplace, with urgent care being one of the key catalysts for this welcomed and long overdue change. Alan A. Ayers, MBA, MAcc is Vice President of Strategic Initiatives for Practice Velocity, LLC and is Practice Management Editor of The Journal of Urgent Care Medicine. In most industries and sectors, thereRead More
Urgent message: Urgent care centers exist to help people who need to see a healthcare professional today. When that need coincides with a natural or manmade disaster, every location must have a plan of action to ensure any downtime is minimal, staff needs are met, and the business is able to survive. Introduction No region of the country—for that matter, no state, town, neighborhood, or block—is immune from disabling disasters. Hurricanes, tornadoes, flooding, forest fires, earthquakes, even lightning strikes don’t care whether yours is a single location owned by theRead More
Urgent message: The rise of self-service technologies means that when patients actually do need to interact with frontline staff to resolve a service issue, their more complicated issues, more stringent demands, and higher expectations require an opinionated and outspoken “controller” personality type to take control of the situation. As urgent care relies on positive of word-of-mouth to drive new and repeat visits, a center not only must deliver an exceptional patient experience, but also resolve complaints and grievances quickly and satisfactorily. Since most problem resolution falls on the customer-facing staff,Read More
Urgent message: As many primary care providers expand their hours and offer walk-in service, the lines between urgent care and primary care become blurred. To remain competitive, urgent care operators will need to more clearly define their value to patient and payers, increase the acuity of services offered to reduce duplication, and become more innovative in their service delivery and partnerships. ALAN A. AYERS, MBA, MAcc Introduction For years, many primary care physicians (PCPs) have looked at urgent care with skepticism. While they realize that urgent care can be aRead More
Urgent message: Ideally, paid advertising should show a return on investment based on the revenue it generates. However, revenue-based metrics are difficult to prove using social media, in which “likes” are more valuable in identifying fully engaged patients than generating direct sales. When it comes to social media marketing channels, Facebook remains atop the throne. The fact that 80% of Fortune 500 companies have an active Facebook page more than supports that assertion, and stands as testament to the platform’s meteoric rise. Indeed, brands and companies spend billions each yearRead More