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4 Signs an Urgent Care Needs to Improve Their Patient Experience

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Lately, more patients are turning toward healthcare options such as urgent care centers to manage their care. But with so many options out there, the experience has to be exceptional in order to keep patients coming back. If that isn’t the case on a consistent basis, it doesn’t take long to see the ramifications.

It takes a lot of work to create a strong patient experience at any healthcare provider, so it might be easy to miss the signs of what an urgent care center is doing wrong. Here are 4 signs urgent care centers should look out for to improve their patient experience.

Lack of Engagement

It doesn’t take much effort to follow up, but not every urgent care clinic does it often enough. And urgent care centers may not realize that 55.7% of healthcare consumers are interested in post-visit follow-ups from their urgent care provider, according to PatientBond market research. Plus, there are plenty of services patients could get notifications for test results, appointment reminders, flu shots, new services, etc. But knowing the way to do it can be tricky because you also don’t want to turn off healthcare consumers.

Through the PatientBond Insights Accelerator™, providers can get in-depth insights on healthcare consumers and use them to create compelling communications based on demographics, localized heat mapping, psychographics and more. In turn, providers pull in patients motivated to take ownership of their care journey.

Low Employee Retention

Many industries have been negatively impacted by the great resignation, and the healthcare industry is among those faring the worst. While low pay and poor benefits can play a role, the bulk of employees find themselves with burnout & needing more balance.

One way urgent care centers can create more balance is by lifting their workload using technology. Automate appointment reminders, care plans and workflows using platforms like the PatientBond platform to minimize the amount of clerical work and bring the focus back toward patient interaction. It reduces employee stress and allows them to focus more time on the patients, which improves the patient experience.

Limited Services

In 2022, healthcare consumers have plenty of provider options, so there’s no reason why any urgent care should limit their services. If anything, being a one-stop-shop for a variety of health services gives urgent care centers a leg up against the competition and boosts revenue.

For starters, telehealth still continues to pull in strong numbers despite coming down from pandemic highs. PatientBond market research found that in the last 12 months, 22.1% of the general population has used telehealth services, which can facilitate efficient care. Other unique services draw solid numbers, such as IV therapy for wellness, for which more than a quarter of healthcare consumers indicate they would visit urgent care. For some psychographic segments, which are determined based on patients’ internal motivations, beliefs, ideals and values, the numbers are higher than the general population. Self Achievers, the most motivated healthcare consumer segment and makeup roughly a fifth of healthcare consumers, are statistically more likely to use more technologies than all the other segments to manage their health.

As we previously mentioned, worker shortages continue to impact the patient experience, so utilizing these technologies now to increase services can go a long way to positively impacting patient experience and operations for years to come while other urgent cares struggle to survive.

Poor Reviews

Reviews continue to make a big difference as to whether or not a patient chooses a provider. PatientBond’s market research found that 25.7% of healthcare consumers look at social media ratings or consumer reviews when they choose a provider. Among Willful Endurers and Self Achievers, which make up around 58% of healthcare consumers, that number is over 30%.

This may not seem like much, but 39.6% percent of the general population notes they don’t currently look at these ratings and reviews but would consider it. That’s a fair amount of people who could be persuaded, which is why it’s important to take initiative to compile these reviews.

Urgent care centers should utilize digital health platforms to garner social reviews in hopes that you pull more positive than negative ones. But when a negative review arises, it’s best to address them right away so that the patient knows that the patient experience comes first and the goal is to make it positive.

It’s not easy improving the patient experience, but it is worth it to build recognition of quality. Find out other ways you can strengthen the patient experience through healthcare consumer technology.



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