It’s 2021, and we are still working through the impact that COVID-19 has had on urgent care. Even though patient volumes have begun to stabilize, expectations have changed. As more people visited urgent cares in the last year, they arrived with demands shaped by a tech-heavy, mobile-dependent, service-now culture.
Many urgent care centers aim to deliver an exceptional patient experience. To do so in this new era means understanding how patient demands have evolved and adapting to meet them. In reviewing our data and talking to urgent care operators who have successfully pivoted to increase their center’s revenue, we’ve identified three key shifts in patient expectations.
In the past, expectations around healthcare delivery were still somewhat separate from that of services like food and retail. This is no longer the case. People expect convenience, affordability, and great service with minimal wait and hassle — for every product or service they pay for.
For urgent care centers, that means becoming champions of patient engagement at every level:
To learn more about what’s expected at these three levels of engagement, and how to deliver, download the eBook How to Adapt to Meet Patient Demands in a New Era of Urgent Care >>
COVID-19 testing and vaccinating have completely changed how people access care. From drive-up services to onsite stations, the US is now accustomed to even more convenience and accessibility, especially for services like rapid tests and immunizations.
This fits urgent care well, especially if your facility offers Occupational Medicine (OccMed). OccMed generally covers services that employers need for hiring and compliance. They include drug screening, physicals, workers compensation injury care, employee wellness programs, and worksite immunizations. Some of these could easily be done onsite — a convenience that could win you business.
And COVID-19-related services aren’t going away anytime soon. Some employers are required to test employees if there’s a COVID-19 outbreak. Education is also an industry that expects onsite testing services. The Biden Administration has recently designated a $10 billion relief package for COVID-19 testing at K-12 schools. Partnering with schools now to provide this testing when school starts again in the fall can be a mutually beneficial agreement. Learn more about how to begin a partnership with a school in chapter two of How to Adapt to Meet Patient Demands in a New Era of Urgent Care >>
Before you can retain new patients, you need to get them through the door. While you likely have some kind of online presence, if you haven’t addressed your digital marketing strategy recently, it may not align with modern online search behaviors.
Here are four key areas to review, refresh, and/or optimize:
Learn how to get more reviews and also utilize these other digital strategies in How to Adapt to Meet Patient Demands in a New Era of Urgent Care. Download the eBook here >>
The insight in this blog came from the eBook How to Adapt to Meet Patient Demands in a New Era of Urgent Care. This guide teaches you about:
Be prepared for the new era in urgent care. Download the eBook now.