Loyalty's no mystery: urgent care patients signal their intentions
It's well established that in order to be successful long-term, an urgent care center must develop a following of loyal patients who consider the center their "first choice" whenever an episodic health concern arises. But rarely do patients voice their future purchase intentions, instead if they're dissatisfied with the service or quality of care they've received, they simply "vote with their feet." In this month's Practice Management article, Alan A. Ayers, MBA, MAcc, UCAOA Content Advisor and Board Member, explains that most patients exhibit behaviors that indicate their attitudes and future intentions to utilize an urgent care center and that by tracking complaints and frequency of use...an urgent care operator can get a good idea of how effective the center is in building patient loyalty. Read more
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Spotlight Denver: Fall Conference host city
Did you know Denver receives 300 days of sunshine per year and is located 5,280 feet, or one mile, above sea level giving it its nickname the Mile High City? Sitting at the base of the Rocky Mountains, Denver is a young, vibrant city that offers endless natural beauty, a thriving cultural scene and urban agriculture movement, award-winning restaurants, upscale shopping and seven professional sports teams. This spectacular locale will serve as the host city for the UCAOA Urgent Care Fall Conference held Oct. 9-11 at the Hyatt Regency Denver at Colorado Convention Center. This year's conference promises to be inspirational both in and outside of the classroom, so start making plans to join your urgent care peers for 2 ½ days of stimulating learning and networking in Denver. Attendees will have more freedom this year to choose their own agenda of individual classes. Bookmark the official website of the conference and be on the lookout for more information in the coming weeks.
2014 Benchmarking Survey: Data gathering for improved outcomes
Since 2008, UCAOA has been compiling data on the rapidly growing field of urgent care through its biennial Benchmarking Survey. Results of this survey are published in a report that is recognized worldwide as the go-to resource for valuable insights into the emerging trends shaping urgent care. Center owners, administrators, managers and practitioners have all come to rely on the invaluable data provided in the Benchmarking Report to help successfully measure, analyze and improve their center's performance. By taking part in the 2014 Benchmarking Survey, you ensure the data collected accurately reflect your center and the urgent care industry. To encourage and reward your participation, UCAOA has devised incentives worth up to $600 off if you act by April 30. To learn more, click here.
Click below to learn how you can participate in the 2014 UCAOA Urgent Care Industry Benchmarking Survey! Or, send a message to email@example.com if you'd like to learn more about purchasing the survey results.
UCAOA launches new line of logo merchandise
If you attended the 2014 National Urgent Care Convention this past March, you probably noticed and may have purchased some new UCAOA's new logo merchandise, which was on displayed in UCAOA Central. These items now can be ordered online through the UCAOA Marketplace, our secure online store. Select from men's and women's logo polo shirts, fleece outerwear, uniformed scrubs and business accessories. This is a great way to show you're proud to be a member of UCAOA and a professional in urgent care. Click here to start browsing and to place an order.
Case study: stingray envenomations treatments
A new urgent care Case Series is now available only online in JUCM. Read about a series of stingray envenomations in Florida and learn about a novel treatment used by urgent care providers that could be beneficial in such cases. Click here to view the article.
The Journal of Urgent Care Medicine supports the evolution of urgent care medicine by creating content that addresses the clinical practice of urgent care medicine and the practice management challenges of keeping pace with an ever-changing healthcare marketplace. Are you an urgent care provider who would like to write for our journal? Send an email to firstname.lastname@example.org for information on our author guidelines.
Cultivating employee engagement requires that urgent care managers develop relationships with their front line staff. Understand employee's goals, aspirations, social circles and even hobbies to find ways to relate on an individual level in a way that increases trust.
If you have tips or advice to share with others, please send your submission along with any photos to Amanda Mannina at email@example.com. Your idea may be included in an upcoming issue of UCAccess.
Increasing profitability by improving patient satisfaction with topical anesthetics
As an urgent care facility improves patient satisfaction and experiences, patients may continue to utilize the facility's services; thus, possibly increasing the overall volume and profitability. Patients are more likely to return to the same provider for future medical care (and to refer other patients) when they have a pleasant encounter. One key area for enhancing patient satisfaction is through pain management with topical anesthetics. To understand the different types, read more.
Total Access Urgent Care to open 5th location in St. Louis
Total Access Urgent Care will open its fifth location at the corner of Chippewa and Jamieson on May 28 in St. Louis. Dr. Matt Bruckel, local owner and founder of Total Access, has hand-picked a team of professionals to provide patient focused care. By naming Dr. Troy Dinkel, medical director of the South City location, said he has ensured that patients in the community will be receiving the very best care.
Grandview, Mo., Concentra Urgent Care medical director murdered
Dr. William Corporon was murdered April 13 in a shooting just four blocks from Menorah Medical Center. It's where he had previously cared for emergency room patients. For the past two years, Corporon was medical director for Concentra Urgent Care in Grandview, Mo. Colleagues remember him as an "old-fashioned family doctor" — one who was all-encompassing when it came to taking care of patients. The center was closed April 14, and UCAOA sends thoughts and prayers to Corporon's staff and family.
Doctors Express Bridgeport presents ER alternative
Fairfield Country Business Journal
Dr. Steven Heffner, medical director and owner of Doctors Express in Bridgeview, Conn., sat down with the Fairfield County Business Journal to discuss the urgent care industry and newly insured patients as well as his outlook on emergency departments. You can read the interview here.
Insource Urgent Care hosted Affordable Health Care Act seminar
Discussion was heavy during a recent seminar for local business owners about the Affordable Health Care Act hosted by Insource Urgent Care. The cost of healthcare is continuing to escalate, and eventually Washington politicians will push for a single-payer system, said Insource CEO Mark Celmer, who opened the April 11. The presentation spoke to the bureaucracy created by the Affordable Care Act and the expense of emergency room visits vs. patient visits to urgent care centers.
CareSpot opens fifth urgent care in Austin, Texas
CareSpot is opening its fifth urgent care center in the Austin area this week at 905 East Whitestone Blvd., Suite B, Cedar Park, Texas. From 11 a.m. to 1 p.m. Saturday, April 26, the general public is invited to a grand opening celebration to meet the staff, enjoy light refreshments and register to win a digital tablet and other giveaways.
How nurses can help with the challenges of the ACA
By Keith Carlson
The Affordable Care Act has now swung more fully into action as the first major deadline has come and gone. We all know that information is a form of power, and since nurses are indeed the most trusted professionals in the United States, we can be certain that many patients will turn to us for advice on navigating the ACA. As the ACA continues to become implemented more robustly, what responsibility do nurses carry vis-à-vis the education of our patients regarding the promises and challenges of this historic legislation?
Overcoming communication challenges of EHRs
By Jessica Taylor
The transition to electronic health records can bring some concerns for healthcare providers, including workflow, training, privacy and security. But one of the most important issues is communication, and many clinicians are concerned that using a computer with a patient will hinder communication. To overcome these challenges and make sure your patient has your undivided attention, the U.S. Department of Health and Human Services has provided five communication behaviors for the integration of EHRs into your practice.
| The Urgent Care Association of America is accredited by the Accreditation Council for Continuing Medical Education to provide continuing medical education for physicians.