Dr. James Gore, an old friend and an urgent care pioneer, shared those words of wisdom with me during a recent conversation. We were discussing the current state of health care and the challenges we face in urgent care with the rabid market activity we are seeing. We chatted a bit about the new faces and the outside interests entering the industry, and we laughed about all the mistakes being made by people looking for …
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Despite Cost Complaints, Patients Don’t Use Price Transparency Tools
Patient advocates and regulators at every level decry that a lack of price transparency often leads to patients getting bigger bills than they expected after leaving a doctor’s office. However, a new study published in Health Affairs calls the actual value of price transparency tools into question—if for no other reason than it’s unclear how often patients would actually use such a tool. Researchers looked at how a population of Aetna members fared using that …
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New Patient Satisfaction Data Highlight Need for Timely Care
Most patients who gave their healthcare providers low scores after an encounter did so because of perceived bad service, not poor medical care, according to a new study published in the Journal of Medical Practice Management. In fact, 96% of complaints in an analysis of 35,000 online reviews were related mainly to communication and wait times. Just 1 in 25 patients who gave their provider one or two stars (on a five-star scale) said they …
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NC: Can’t Wait for Your PCP? ‘Go to the Urgent Care’
With a storm of protest from state workers still ringing in their ears, North Carolina legislators have backed off a plan to eliminate traditional “80/20” insurance (in which plan members pay 20% of healthcare costs until their deductible is met). Instead, they’ll incentivize preventive care by lowering copays for routine medical visits and some prescription drugs in 2017. That could mean higher traffic in primary care practices—and even longer waits to see PCPs in a …
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UnitedHealth Abdicating Almost All ACA Exchanges
No longer satisfied with revealing states in which it plans to stop offering insurance under the Affordable Care Act (ACA, or “Obamacare”) a few at a time, UnitedHealth Group has acknowledged it will drop out of all but a “handful” of states by the end of this year. Right now, it participates in exchanges in 34 states; the dawn of 2017 will see it offering health coverage in just 12, as now planned. The market …
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Optum Plans Faster Urgent Care Growth Than Expected
Wall Street analysts have predicted that Optum would add 25 to 30 urgent care centers per year through acquisition and startups, but on a recent call with analysts the company predicted it would grow at a quicker pace on its way to operating clinics in 75 markets. A key step in that strategy, as we reported, was buying MedExpress for the urgent care centers it operates in 14 states. Optum still says those locations will …
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New Data: Nonemergent Patients Still Getting Admitted Through the ED
Patients who don’t need to be visiting the emergency room at all are too often not only evaluated, but admitted into the hospital through the ED. Some even wind up in critical care units, according to a new study published in JAMA Internal Medicine. While some patients may be heading to the ED because they’re unsure of the most appropriate setting for their symptoms, others claim lack of access to primary care as the main …
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Portland’s Zoom+: An Integrated Health System Built on Urgent Care
URGENT MESSAGE: Zoom+, which operates 28 walk-in clinics in the Pacific Northwest, has long been a technological innovator, launching web registration, scheduling, and telemedicine in its markets. In the past year, ZoomCare has evolved further to create Zoom+, integrating urgent care with insurance, primary care, wellness, specialists, and ancillary services. As Zoom+ refocuses the future of urgent care around the needs of its community, there is much that other urgent care operators can learn in …
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Study Sees More Patients, Fewer Doctors Ahead
The growing ranks of older U.S. citizens and the Affordable Care Act (APA, or “Obamacare”) add up to a need for more and more physicians as time goes by, but a new study says the number of qualified physicians is not keeping pace. The research from the Association of American Medical Colleges (AAMC) points to shortages among specialties, in particular. The portion of the U.S. population over the age of 65 is expected to grow …
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Urgent Care Center Finds Happy Patients, Not Competition in Telemedicine
One urgent care center’s competition is another center’s opportunity. In this case, Lexington, SC-based Doctor’s Care is finding that telemedicine is increasing patient satisfaction and reducing wait times, not keeping potential customers away from its clinics. The key is that the company facilitates the virtual visits on both ends: If one center is unusually busy and another has no wait time, the patient who is already on site at location A has the option of …
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