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Be sure and watch for insights from UCAOA CEO Laurel Stoimenoff, PT, CHC. Each month, Laurel shares insights on our industry, activities affecting urgent care, and information on UCAOA advocacy efforts and other events.

 

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Urgent Care Foundation Provides Care During Disasters

Posted By By Laurel Stoimenoff, PT, CHC, Wednesday, November 8, 2017

As demonstrated in the aftermath of Hurricanes Harvey and Irma, urgent care centers play a vital role in communities affected by natural disasters and other emergencies. Contributions to the Urgent Care Foundation’s Disaster Relief Fund support your dedicated colleagues who strive to keep their doors open and serve their patients in times of crisis.

There in Time of Need
When disaster strikes, healthcare organizations became focal points for outreach, care and distribution of resources as communities look to rebuild. After Hurricane Harvey ravaged southeast Texas and parts of Louisiana this summer, the Urgent Care Foundation reached out to centers in the region to offer help.

Tapping into the fund to subsidize local urgent care operations, the foundation helped coordinate a Weekend of Service as local urgent care centers worked to ensure the community had access to affordable healthcare in a time of intense need. Patient needs included routine care, treatment of flood-related illnesses and injuries and providing needed prescriptions to those who could not get back into their residences. For patients who were without health insurance or were simply unable to pay their portion of the claim, the urgent care centers provided free or discounted services throughout the weekend campaign. Some centers were able to provide immediate treatment, while others burdened with more damage kept their doors open to distribute resources such as food, water and information to the community – still playing a crucial role in relief efforts. Practice Velocity donated the resources from their marketing department to get the word out so patients could seek care from the many generous centers who offered to participate. 

Responding to the Call
UCAOA established the Urgent Care Foundation to enhance the role, purpose and awareness of urgent care medicine by inspiring and contributing to research, education, clinical and practice management leadership, as well as innovation in new and emerging healthcare delivery models.  Charity is also central to its mission.

In the fall of 2016, the foundation Trustees cited the need for a disaster fund following the devastating floods that hit Baton Rouge, Louisiana earlier that year.   Lake After Hours and Lake Urgent Care initiated a “We’re Here for You” campaign where a volunteer team of administrative, clinical and medical providers worked tirelessly to feed, treat and comfort displaced residents. Despite some of their locations experiencing significant flooding which also personally affected many employees and providers, the urgent care centers became of hub of support, informing residents on where to access care if they couldn’t provide it themselves and simply providing water, comfort and other necessities.

In contrast to other giving opportunities, the Urgent Care Foundation’s Disaster Relief Fund’s sole purpose is to ensure access to the affordable same-day care offered by urgent care centers.  We want to thank our past, present and future contributors.  The foundation aspires to more generously support our affected colleagues in future years when disaster strikes.  

The recent response of the urgent care community following this series of hurricanes reminds all of us at UCAOA why we are privileged to serve you.

To donate to the Disaster Relief Fund, please visit the Urgent Care Foundation’s website page.

 

This CEO Insight column is also published in the November issue of JUCM. 

 

Tags:  accessibility  ceo  health  healthcare  on-demand services  patient care  patient engagement  UCAOA  urgent care  urgent care center 

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Beyond Access: Redefining Your Value Proposition

Posted By Laurel Stoimenoff, PT, CHC, Monday, March 13, 2017

By Laurel Stoimenoff, CEO of Urgent Care Association of America, published in March 2017 JUCM


Urgent care centers were the creators of convenient access to care for non-life and limb-threatening illnesses and injuries. Consumers embraced the convenience and the rest of the world noticed. New delivery models catalyzed by growing expectations for on-demand services have provided those seeking healthcare services more options than ever before.  If you are feeling the impact, it may be a manifestation of the successful model you developed and now others are electing to modify or mirror it. To ensure that urgent care continues to thrive in the new on-demand marketplace, we must ask ourselves what we can do to renew our value proposition.

 Where we begin remains as steadfast as ever: make sure the focus stays on the needs and expectations of the patient.

To do this, we must know what today’s patient is seeking and anticipate what tomorrow’s consumer will expect. With many choices for ready access to care, why choose urgent care?

Convenience is Still Key

More than ever, convenience is a driver for healthcare decision making. Customers seek prompt, quality service that is most easily integrated into their busy lives. Urgent care continues to lead on this main value proposition – the 2016 UCAOA Benchmarking Survey found 92 percent of urgent care patients waited 30 minutes or less to be seen by a practitioner last year, and 90 percent of visits took 60 minutes or less to complete.

While telemedicine, retail and other on-demand services are also finding niche roles in the continuum of care, urgent care remains a necessity due to our combination of broad scope of services, fast delivery of care and great value. Studies indicate this trifecta of convenience will remain extremely important to the customer of the future – the millennials.

A UCAOA survey from 2016 revealed millennials prioritize cost-savings and accessibility when making healthcare purchasing decisions. It is no surprise then that a study from the Health Industry Distribution Association (HIDA) showed 43 percent of millennials reported using an urgent care center in the last year.

Embrace Technology

Technology is no longer a supplement to our business – it is driving our business as connectivity and accessibility are the new normal. And patients now grasp the value of on-demand services and integration of technology to simplify their healthcare services.

Technology can impact the customer experience at every stage of the patient visit. Time-saving check-in processes conducted online are becoming commonplace, as are providing patient alerts when a practitioner is ready to see them. Likewise, many urgent care centers are integrating telemedicine capabilities into their operations to make better use of the medical providers when there are lulls in patient traffic.

Finding ways to improve our customer-centric service is a priority throughout the industry, and will be a continued educational focus at the Urgent Care Convention & Expo in National Harbor, MD, April 29 – May 3. Experts and peers will highlight how technology can help urgent care centers capitalize on new opportunities, and what to expect in the next decade of health innovation. We will discuss how best to cultivate healthy interactions with patients using current technologies, and why this engagement is vital to urgent care’s future growth and success.

Prioritize Patients Over Process

In an effort to stay innovative with the latest technology, urgent care centers often adjust their service model to accommodate the demands of payers, technology providers or other third parties. Allowing these roadblocks to get in the way of delivering the optimum, on-demand care that patients are actively seeking out would betray the foundation urgent care was built on: convenience and accessibility. If the tail is wagging the dog, it’s time to step back and re-evaluate.

Look Back to Move Forward

As the market for on-demand healthcare continues to grow, urgent care must lead the way in efficiency, convenience and a consumer-focused experience.

The upcoming UCAOA Convention & Expo in April will highlight market insights on the state of urgent care now and in the future. We will analyze industry developments over the past year, and brainstorm how they will form the foundation of health service business models as patient needs and expectations continue to evolve.

To ensure our path forward stays the most relevant, we may need to take a step back, identify and eliminate barriers, before pressing forward with a renewed focus on consumer needs and operational efficiency. 

Tags:  accessibility  connectivity  on-demand services  patient care  telemedicine 

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