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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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UCAOA Members: The Rising Tide

Posted By By Laurel Stoimenoff, PT, CHC, Wednesday, December 6, 2017

I recently attended the Northeast Regional Urgent Care Association’s (NERUCA) conference, a chapter of UCAOA, to meet and network with our mutual members and participate in its leadership education track.  Shaun Ginter, CEO of CareWell Urgent Care and a UCAOA director, presented “Creating a Culture of Service,” during which he shared personal experiences of what worked, what didn’t work in his organization, and how CareWell measures service success. Following his presentation, gratitude was expressed for Shaun’s complete transparency in the information shared with a group that included potential competitors.  John Kulin, DO, president of NERUCA, commented that too often urgent care centers are painted with the same brush and a patient experience is a reflection on all centers.  As an oft misunderstood industry, elevating that experience and openly sharing successes and failures is a necessity.  Dr. Kulin summarized his comments by stating, “A rising tide raises all ships.” 

A Gift from Our Members to Urgent Care

UCAOA members have a history of sharing and supporting one another.  As a result, urgent care medicine has gained greater credibility from the perspective of patients, payers, the medical community and employers.  Additionally, member support through dues, purchases, and conference and convention attendance has allowed UCAOA to do the work we do on your behalf.  We work diligently and thoughtfully to provide support to individual and organizational members.  But, we never forget what our members and vendors do for us through their support.  In the spirit of the season, it is truly a gift to passionately serve you and your centers.

Members Matter through Support And Volunteerism

UCAOA was able to achieve a myriad of accomplishments in 2017 – spanning industry advancement, education, outreach and growth – thanks to the support and volunteerism of our members. Here are some highlights from the past year:

Leadership & Advocacy
In May, UCAOA participated in a Day on the Hill, advocating on behalf of urgent care centers across the country. UCAOA also provided the resources and expertise to publish a state of the industry whitepaper, as well as the annual Benchmarking Report – which is arguably the most quoted resource on the industry.

Education
UCAOA’s Education Committee worked tirelessly to offer the most relevant educational experiences for urgent care physicians, advanced practice clinicians, operators and administrators. The College of Urgent Care Medicine (CUCM) advanced its strategic agenda, produced a clinical newsletter and expanded its influence by welcoming NPs and PAs into the College alongside the many esteemed physicians it already serves.

Support
The Urgent Care Foundation raised funds through the support of attendees at the Annual Foundation Celebration, as well as sponsored grants to provide research, including antibiotic stewardship. The funds also facilitated a scientific symposium on concussion care in the urgent care setting, convened a thought leaders’ forum on the future of urgent care and established a disaster relief fund to assist urgent care center recovery.

Expansion
UCAOA launched Pediatric, Telemedicine, and Hospital and Health System sections for members, with more of these special interest groups in planning stages. The California Urgent Care Association (CALUCA) joined UCAOA as a chapter – further expanding the organization’s reach and membership – and a consulting arm was created to better assist urgent care centers interested in pursuing accreditation. Looking ahead, the UCAOA Board drafted a three-year strategic plan for future growth.

UCAOA turned 13 in 2017, and while we have the energy and passion of a teenager, we could not do our work without the rising tide that is provided by our members and industry supporters.  Thank you to all who collectively “raise the ships” so they may continue to deliver high-value, quality care to patients everywhere. 





This article is also available in the December issue of JUCM

 

 

 

Tags:  Advocacy  ceo  certification  connectivity  health  membership  on-demand services  patient care  patient experience  quality of care  UCAOA  urgent care  urgent care center 

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Using Patient Engagement Technology to Meet New Expectations in Population Health Management

Posted By Laurel Stoimenoff, Wednesday, June 28, 2017

Population health strategies aim to improve the quality of care for communities, not just our traditional approach of caring for the individual. Urgent care plays a crucial role in population health management by optimizing efficiency, quality and outcomes throughout the continuum of care, while also expanding patient access.

Managing population health brings new financial risks when it comes to patient care, linking the patient experience and outcome directly to payment. In order for urgent care centers to succeed within the financial landscape of these new models of care, patient engagement will be key.

Patient Engagement Technology

Innovative technologies enable management of population health strategies by capturing, tracking and sharing patient data. The role of urgent care providers has evolved to include developing interactive relationships between physicians, patients, ancillary caregivers and technology beyond the exam room. Patient engagement technology can increase patient satisfaction and involvement throughout the continuum of care to improve clinical outcomes.

For urgent care providers, patient engagement technology has many benefits including:

·         Improving care coordination between other providers

·         Supporting a medical model that leverages the role of the urgent care center beyond episodic care

·         Enabling more informed diagnosis and treatment decisions for enhanced quality of care

·         Equipping patients with information to support a more active role in their healthcare management

·         Reducing errors and increasing administrative efficiency throughout the continuum of care

As healthcare becomes an increasingly information-driven, patient-centric industry, it is imperative for urgent care providers to stay on the cutting-edge of patient engagement technology innovations to ensure interoperability with other providers and secure fair, consistent and predictable reimbursement rates. 

Increasing Patient Engagement

According to a 2016 CDW Healthcare survey, 57 percent of patients and 70 percent of providers reported an increase in patient engagement over the past two years. Patients are increasing the frequency of communication with providers and accessing their healthcare information with greater ease. The motivations driving providers to improve engagement include meaningful use requirements, technology advancements, the opportunity to improve clinical outcomes and a more loyal patient population.

To make engagement technology accessible to all patient populations, consider each patient’s unique healthcare journey. Here are some tips:

1.       Develop digital expertise on the engagement options available and select the right technology to meet the needs of your target patient population.

2.       Present the technology with step-by-step instructions, demonstrations and big-picture visual communication tools to demonstrate how it works and its benefits to the patient.

3.       Offer mobile-optimized technology so the patient can access information on-demand from anywhere. Provide patients on-demand access to on-demand caregivers. Access to care has been key for most urgent care centers and it will extend beyond the ability to offer a face-to-face office visit in the future.

4.       Encourage and demonstrate continual use of technology by providing ongoing education and timely responses to patient communication.

5.       Seek feedback at every opportunity to understand where patient pain points are with the technology and how best to improve the experience.  

With a more engaged patient population, technology can help urgent care providers gather useful information for better predictive analytics around patient health, assist in more effective interventions in the future and improve data-driven outcomes as an essential provider in a broader healthcare delivery system. Likewise, patients can utilize the technology to access information and share responsibility in their healthcare, while enjoying a more fluid experience throughout the continuum of care. It’s a win-win.

Tags:  CEO  patient engagement  patient experience  technology 

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