Best Practices for LGBTQ-Friendly Care in Urgent Care

Urgent message: LGBTQ individuals are subject to implicit and explicit biases in our society, ranging from antagonistic legislation and microaggressions to overt harassment. This can inhibit willingness to seek medical care—and, subsequently, lead to worse health outcomes. Understanding how word choice and other subtle cues communicate competency in working with LGBTQ patients can help us engender trust. Benjamin Silverberg, MD, MSc, FAAFP, FCUCM  INTRODUCTION The goals for treating LGBTQ patients (lesbian, gay, bisexual, transgender, and queer or questioning individuals) are the same as for anyone else: to facilitate physical health …
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How to Protect Your Urgent Care’s Reputation from Online Trolls and Social Media Terrorists

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: The anonymity of social media enables disgruntled patients, former employees, and/or community members to take out vengeance on an urgent care center through negative reviews and postings, typically out-of-proportion to the actual “offense.” Because of the importance of social media as an advertising and marketing channel, urgent care operators must be diligent in protecting their online reputation when these attacks occur. Business owners …
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Update: The Civil Rights Act Applies to LGBTQ Employees; What Does This Mean for Urgent Care Centers?

Urgent message: The United States Supreme Court ruled recently that LGBTQ discrimination is prohibited under the 1964 Civil Rights Act. Urgent care centers may cultivate a tolerant and diverse work environment while protecting themselves against claims of discrimination by adopting and consistently following policies related to hiring, evaluation, promotion, benefits, etc. for all employees. 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 Supreme Court recently ruled in a 6-3 decision …
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What Are the Reporting Obligations of Urgent Care Centers for COVID-19 Patients?

Alan A. Ayers, MBA, MAcc is Chief Executive Officer of Velocity Urgent Care and is Practice Management Editor for The Journal of Urgent Care Medicine.  Urgent message: Many patients are deterred from getting a COVID-19 or antibody test because they fear being added to a government “surveillance list” or harassment (tracing) of their “contacts.” While urgent care centers or their third-party labs are required to report individual test results, they can assure patients that datasets are typically de-identified and aggregated when further analyzed or reported to the CDC. Introduction Some …
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The Psychology of Why Your Patients Love You or Hate You

Urgent message: Often, it seems that patients and families either love you or hate you. There’s a science to why they feel those extremes, though—and understanding it can increase your chance of engendering patient loyalty and positive reviews.  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 measurement of patient satisfaction, operations execution, and future business success, Net Promoter Score (NPS) categorizes every respondent to the question, How likely are you to …
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