The Power of the First Call: Building Command Telephone Presence

Urgent message: After an urgent care center spends thousands of dollars on marketing and advertising to raise awareness, it should be fully prepared to “welcome” patients whose first interaction with the practice is often by telephone. 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. As a volume-driven practice model, urgent care must utilize a number of expensive marketing modalities to remain top of mind when medical needs arise, and capture patients ready to …
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Preventing Medication Errors in the Urgent Care Center

Urgent message: Medications can heal, but they can also be deadly. That’s why protocols and controls, supported by rigorous and frequent documentation, are needed to reduce the possibility of medication errors in the urgent care setting. The most recent 10-year study on medical errors by the Institute of Medicine of the National Academies (sponsored by The Centers for Medicare and Medicaid Services) found that medication errors are by far the most common medical errors, harming at least 1.5 million people every year. These medication errors lead to what’s known clinically …
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Preventing Sexual Harassment in the Urgent Care Workplace

Urgent message: Recent high-profile sexual harassment allegations in Hollywood and Washington beg the question as to whether urgent care operators should proactively adopt a policy addressing sexual harassment. Alan Ayers, MBA, MAcc is Chief Executive Officer of Velocity Urgent Care and is Practice Management Editor of The Journal of Urgent Care Medicine. The #MeToo movement has been sweeping the nation as of late, impacting Hollywood and Washington, DC in immense ways. However, the push against sexual harassment in the workplace is not limited to movie stars and politicians. Unfortunately, sexual …
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The Dangers of Sitting Down on the Job

Urgent message: Prolonged sitting has been called the “new smoking” causing a host of diseases, making it a concern for both employees and employers. 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. Think about your typical workday for a moment: What does it look like? You sit at your desk for a significant period of time, of course. You also are likely to sit in a meeting or two, and you will probably …
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Beware of Digital Distractions in the Workplace

Urgent message: While the launch of handheld technologies, email, messaging, and social media brought an immediate increase in productivity through the ability to access information instantly, over time these modern wonders have proven to become a distraction in the workplace. 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. Whether it’s email, social media, or internet searches, the modern workplace is a hive of distractions that are damaging to productivity. Now more than ever, employees …
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