Establishing Success Habits for Leaders and Organizations

Establishing Success Habits for Leaders and Organizations

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: High achievers across industries and professions all share a common trait: the ability to leverage the power of habit to ingrain positive behaviors that lead to success. Hence, urgent care operators that can cultivate great habits in themselves and their teams effectively lay the foundation for a …

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Developing a Reimbursement Policy for CME and Other Employee Expenses

Developing a Reimbursement Policy for CME and Other Employee Expenses

Urgent message: Every urgent care center should have a clear policy outlining which employee expenses, including CME-related expenses, it reimburses and how reimbursement occurs.   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.   Managers, owners, and supervisors in nearly every field need to be familiar with the process of reimbursing employees for costs incurred while doing company …

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Thinking Differently About Paid Time Off

Thinking Differently About Paid Time Off

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 …

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Facility Design: Cultivating Collaboration in the Back Office

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 …

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The Case for an Interprofessional, Postgraduate NP/PA Fellowship in Urgent Care

The Case for an Interprofessional, Postgraduate NP/PA Fellowship in Urgent Care

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 …

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Successful Site Selection in Urgent Care

Successful Site Selection in Urgent Care

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; …

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Urgent Care 2.0: Health Systems Taking the Retail Approach to the Next Level

Urgent Care 2.0: Health Systems Taking the Retail Approach to the Next Level

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 …

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How Urgent Care Cultivates Competition in Healthcare

How Urgent Care Cultivates Competition in Healthcare

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 …

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Disaster Strikes—What’s the Plan for Your Urgent Care Center?

Disaster Strikes—What’s the Plan for Your Urgent Care Center?

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 …

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Why Urgent Care Needs More Controllers, Fewer Empathizers

Why Urgent Care Needs More Controllers, Fewer Empathizers

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 …

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