One Visit, Multiple Complaints: Meeting the Patient’s Needs without Giving Services Away

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: While it’s common for urgent care patients to raise multiple medical concerns during an urgent care visit, there is only one “chief complaint”—the potentially most serious of all concerns during that visit. It’s a frequent occurrence for patients to present in an urgent care center with multiple medical concerns they want a provider to address during their visit. For example, “I have sinusitis …
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POP or Drop: The Direction Your Urgent Care Operation Goes Is Up to You

Urgent message: Taking your business from stagnant to successful is not an easy task, but it can be done with the right team, a creative approach, and laser focus on your core functions. Jonathan Sachs Never let a good crisis go to waste –Winston Churchill INTRODUCTION The situation was fragile: Disappointing financial results, low morale, high turnover, leadership in transition, and an uncertain future. Things needed to change, and they needed to change quickly. But there were no quick levers to pull, no big savings to realize through nonoperational changes …
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Recognizing the Role of Medical Assistants in Urgent Care

Alan A. Ayers, MBA, MAcc is Practice Management Editor of The Journal of Urgent Care Medicine and is Chief Executive Officer of Velocity Urgent Care. Urgent message: Each year, the third full week of October is earmarked to celebrate an extremely valuable group of individuals in the urgent care world: medical assistants (MAs). We are in the middle of Medical Assistants Recognition Week for 2019—and Medical Assistants Recognition Day is today, Wednesday, October 23. While the general public may not necessarily recognize the difference between MAs and other clinical support functions …
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Inbound Referral Strategies for Urgent Care

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 successfully build patient volume, urgent care operators must ensure that their centers continually develop, nurture, and execute mutually beneficial referral relationships with local PCPs, specialists, and health systems. Among the many reasons hospitals and health systems continue to invest in urgent care is the value urgent care facilities hold in generating lucrative downstream referrals. In addition to the typical primary care provider …
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Advertised ED Wait Times Negatively Skew Patient Perceptions Regarding Nonemergent Encounters

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: While hospital emergency departments view the tactic of advertising their “wait times” to the community as a strategic marketing advantage, the skewed perceptions it creates can mislead patients and even put patients’ health at risk. Among the many factors leading to the rise of urgent care has been patient dissatisfaction with the status quo of a typical hospital emergency department visit. Not only …
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