Waiting Room Woes
5 Hidden Mistakes that Make Urgent Care Visits Too Long
Seasoned urgent care operators know respiratory season brings similar challenges each year, but since 2020 the industry has faced increasingly unique challenges pathogenically, economically, and politically each year.
In 2023, it is vital that successful urgent care centers focus on optimizing their clinical operations through stepwise engineering of their end-to-end patient visit experience: not only to set themselves up for success in the ramping respiratory season but more importantly to set themselves up for success into perpetuity. The ultimate question urgent care operators must ask themselves in 2023 is, “How can we see more patients with less expenses per encounter?”
In this webinar and Q&A, expert co-hosts Brandon Robertson, CEO of UCP Merchant Medicine, and April Gillam, Solv. Head of Industry Relations, share critical strategies to drive efficiency, optimize resources, and lower total door-to-door times. You will take away:
- 5 hidden mistakes that make urgent care visits too long
- Top strategies to drive efficiency, optimize resources, and lower total door-to-door times
- Case study evaluation of AI utilization in urgent care to drive efficiency, accuracy, and throughput
Brandon J. Robertson is Founder and Chief Executive Officer of UCP Merchant Medicine. He formed UCP Merchant Medicine in 2015 and has sought to create opportunities for health systems to thrive in the ever-changing healthcare consumerism space with focus in the on-demand care industry. Over the last 8 years, Brandon has advised hundreds of leaders on approaches and models to optimize patient experience and throughput. To date, 140 urgent care centers utilize the UCP Merchant Medicine model and treat over 1,500,000 visits per year. These sites produce 34-minute average door-to-door times and Net Promoter scores in the 90s. Brandon’s expertise is in healthcare consumer centric modern urgent care, virtual care, and occupational health services. He is an expert in artificial intelligence applications for healthcare as well as Six Sigma and Lean methodologies. Brandon holds an MBA from the University of Colorado with emphasis in Healthcare Administration.
April Gillam is a seasoned healthcare operations executive who is passionate about improving health equity, access, and outcomes through digital transformation. Previously the COO of a successful chain of pediatric urgent cares and telemedicine platform, she has been instrumental in scaling processes, people, and business development execution. After developing collegiate COVID-19 testing programs for the Big XII conference, American Athletic conference, the College Football Playoff Committee in 2020, April made the transition from Urgent Care leadership into digital transformation leadership at Solv Health. April remains an active urgent care private investor and currently serves as the Head of Industry Relations at Solv Health. She also holds a seat on the Urgent Care Association Diversity, Equity, and Inclusion commission.