How Care Options Improve Your Patient Experience
Hospital emergency rooms consistently see high patient volumes.
Before COVID-19, patients without primary care relationships or insurance often ended up at the ER for non-emergency issues. During the pandemic, patients in critical condition overwhelmed many ERs, emphasizing the importance of reserving the ER for emergencies only.
The more your ER team can focus on critical care, the better experience patients have. Adding urgent care clinics to your hospital brand can divert non-emergency traffic from your ER, while also allowing you the option of easily sending urgent care patients to your ER if needed. Their medical records can be sent ahead of them, saving time and energy for patients and hospital staff alike. Giving your patients all the care options they need means they have better experiences and can remain under the umbrella of your brand, offering convenience for them and loyal customers for you.
Walk-in friendly and with extended hours beyond a typical doctor’s office, urgent care clinics offer the convenience factor of the ER, but can focus on treating less acute issues, like strains and sprains, respiratory infections and minor fractures.
“For the patient population, it’s really all about convenience,” says Misti Bowers, RN, BSN, MSN, COO of Noon Health. “The convenience of being able to plan ahead, check wait times online before walking in … that’s invaluable.”
A 2017 study in Texas found a 60% overlap in the top 20 diagnoses between urgent care centers and emergency departments. The more you can funnel the non-emergencies elsewhere, the more effective your ER will be. In fact, many urgent care facilities are well-equipped enough to contribute to decompression of hospital emergency departments during a surge like the COVID pandemic.
Patients will encounter shorter wait times at urgent care clinics, and can even get connected with your primary care providers. When they become your patient, they are less likely to pop into the ER in the future unless there’s truly an urgent emergency.
Your ER can now focus on its real purpose: saving lives in critical situations. Adding urgent care clinics means a better experience for your patients and potentially growth in your patient base when urgent care walk-ins are referred to your primary care providers.
“Helping educate patients on their options for care - primary care, urgent care or the emergency department - and when to use which, opens an opportunity to bring patients into your primary care practices.”
More efficient processes for your hospital brand and a smoother work day for your team members are another benefit you may see with the addition of urgent care clinics.
“When urgent care helps decompress the emergency room to focus on high acuity patients, that’s a money saver that ultimately increases staff satisfaction,” Bowers says. “An overflowing emergency department ultimately stresses out your workforce.”
If you’re ready to expand your hospital brand with urgent care options for your community -- contact us. We can walk you through the process -- whether you need comprehensive management through Noon Health or real estate support through Noon Development.