Urgent Care Patients Want Action, Not Apologies

Urgent Care Patients Want Action, Not Apologies

Urgent message: While conventional customer service training emphasizes the need to listen to patient concerns, the best response typically isn’t an apology, but rather corrective action to either solve or prevent the underlying shortcoming. 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. Customer service is at the heart of any business. Whether it’s a retail outlet or an …

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DOs Ascending—How the Growth of Osteopathy Might Save Urgent Care from the Looming Physician Shortage

DOs Ascending—How the Growth of Osteopathy Might Save Urgent Care from the Looming Physician Shortage

Urgent message: As the ever-growing physician shortage continues to strain the long-term viability of the nation’s healthcare system, urgent care would be well-served to cultivate relationships with osteopathic medicine schools toward tapping a potentially fertile yet underutilized clinical resource. 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. The United States healthcare system continues to face a serious and …

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Biggest Management Decision-Making Mistakes and How to Avoid Them

Biggest Management Decision-Making Mistakes and How to Avoid Them

Urgent message: The entrepreneurial nature of urgent care “business” means that care providers are frequently thrust into management decision-making, for which they are unprepared—putting them at risk for common but avoidable mistakes.   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.   Owners and operators in the healthcare industry have a lot on their plate. There’s no getting …

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Planned DocuTAP-Practice Velocity Merger Would Be a Game-Changer in Urgent Care

Planned DocuTAP-Practice Velocity Merger Would Be a Game-Changer in Urgent Care

Warburg Pincus, a leading global private equity firm focused on growth investing, plans to merge DocuTAP and Practice Velocity—the two leading technology and services companies serving clinics in the urgent care marketplace. David Stern, MD, CEO of Practice Velocity will serve as CEO of the combined company. Eric McDonald, CEO of DocuTAP, will assume a new role as a board member and strategic advisor for the merged business. The teams plan to announce more details …

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How to Make Yourself Indispensable

How to Make Yourself Indispensable

Urgent message: In today’s rapidly changing and hypercompetitive business environment, you don’t have to “reinvent yourself” to become “indispensable.” Rather, you should focus on adding complementary skills to your current strengths.   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.   The unfortunate reality of today’s managerial world is that turnover happens all the time. Moreover, it happens …

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How to Manage a Toxic Employee

How to Manage a Toxic Employee

Urgent message: An urgent care center cannot afford to retain employees who undermine work, demoralize others, run off patients, or who seek vengeance. But dealing with toxic employees is more complicated than simply firing them; urgent care operators must have a strategy.   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. The “toxic employee” is one of …

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Building Engaged, Productive Teams by Saying Thank You

Building Engaged, Productive Teams by Saying Thank You

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: In an era of widespread worker disengagement, one simple way to improve morale in your urgent care operation is to embrace a “culture of gratitude” which starts with saying the simple phrase, thank you.   America has a workplace engagement problem, as evidenced by a consensus …

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How to Deal with That Colleague Who Turns into a Jerk Whenever the Boss is Gone

How to Deal with That Colleague Who Turns into a Jerk Whenever the Boss is Gone

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: Coworkers who change personalities when the boss isn’t around are a reality of the workplace. However, there are steps you can take to handle such toxic colleagues, and improve workplace morale and team dynamics.   Every urgent care center has that one employee who is utterly pleasant …

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Provider Burnout is Real; Show Compassion for Yourself

Provider Burnout is Real; Show Compassion for Yourself

 Urgent message: The life of an urgent care physician entails having compassion for patients, but to prevent the very real phenomenon of physician burnout, compassion should start with yourself. 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. We’ve all heard the announcement on the airline, “Before assisting other passengers, please secure your own oxygen first.” Yet, physicians and …

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The Comfort Elephant in the (Waiting) Room

The Comfort Elephant in the (Waiting) Room

Urgent message: Helping staff understand the difference between true service animals, vs those that merely bring comfort to patients, is a good first step toward ensuring your waiting room is safe and comfortable for all—and that your urgent care operation is in compliance with applicable laws. If the emergency department can claim to have seen everything, the urgent care can claim to have seen almost everything. This includes patients who believe it is their right …

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