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 urgent care clinic, customers won’t return if they have a negative experience. Even worse, if …
Read More

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 growing physician shortage, with its primary causes well-documented: People living longer due to advances in …
Read More

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 around this fact of the job. Many urgent care owners are also practicing physicians. Thus, these …
Read More

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 in a live-streamed event during the Urgent Care Association’s annual meeting on Monday, April 8 …
Read More

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 quickly. Even if you have been successful in your current role, business can change in an instant—blink …
Read More
Loading...