Lee A. Resnick, MD, FAAFP It is well known, and exhaustively preached, that a satisfied customer will tell 2-3 people while a dissatisfied one will tell 8-10 (with some estimates as high as 20). Measuring and tracking patient satisfaction has become a focus of most every practice owner, much to the chagrin of their employees, who often view this as a way to publicly embarrass and unfairly harass the staff. And yet, whether we are …
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Post-Visit Follow-up Calls: Improving Patient Satisfaction, Center Profitability and Clinical Outcomes
Urgent message: Call-backs within 24 to 48 hours of discharge can identify potential complications, ensure that instructions are followed, and reinforce a positive visit experience. ALAN A. AYERS, MBA, MAcc, Experity Introduction Urgent care centers provide immediate medical attention to patients who feel their symptoms are too pressing to wait for an appointment with their primary care physician, but not serious enough to warrant a visit to the emergency room (ER). With extended night/weekend hours, …
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October 2011
Developing Data: October, 2011
These data from the 2010 Urgent Care Benchmarking Survey are based on responses of 1,691 US urgent care centers; 32% were UCA members. The survey was limited to “full-fledged urgent care centers,” the qualifications for which included accepting walk-ins during all hours of operation, as well as having a licensed provider on site, x-ray and labs on site, the ability to administer IV fluids and perform minor procedures, and being open seven days a week, …
Read MoreAbstracts In Urgent Care: October, 2008
A Short Video About What to Expect in the ED Increases Patient Satisfaction Key point: Showing the video to patients in the ED waiting room increased their satisfaction with the ED experience. Citation: Papa L, Seaberg DC, Rees E, et al. Does a waiting room video about what to expect during an emergency department visit improve patient satisfaction? CJEM. 2008;10:347-354. Assessment of patient satisfaction has become a component of physician and emergency department evaluation. Investigators …
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