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Be sure and watch for insights from UCAOA CEO Laurel Stoimenoff, PT, CHC. Each month, Laurel shares insights on our industry, activities affecting urgent care, and information on UCAOA advocacy efforts and other events.


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Top tags: ceo  on-demand services  patient care  health  UCAOA  urgent care  payer  urgent care center  accessibility  Advocacy  certification  connectivity  healthcare  Membership  patient engagement  patient experience  quality of care  technology  accreditation  AHCA  bcbs  clinical  contracting  credentialing  engagement  occupational healthquality of care  payers  practice management  telemedicine  veterans 

Urgent Care at the Forefront in the “New Normal” of Healthcare Delivery

Posted By Laurel Stoimenoff, Wednesday, February 7, 2018

The CVS/Aetna proposed merger is a watershed moment that profoundly underscores the ongoing departure from old school healthcare delivery systems toward a customer-centric approach focused on access, convenience, and affordability.

While some may have been caught off-guard by this and other recent merger and acquisition announcements in the on-demand healthcare sector, those of us in urgent care already recognized this trend in consumer-driven care and have adopted delivery models catering to patient demands and accessibility.

Never Stop Innovating

As the healthcare delivery model continues to evolve, urgent care remains the industry leader providing urgent and primary care at a reasonable price point, often in a single stop for the consumer. Urgent care operators have been agile innovators at the forefront of the consumer healthcare revolution.

In November 2017 Harvard Business Review published an article entitled 3 Changes Retailers Need to Make to Survive that stated, “The retailers left standing are those that figure out how to treat disruption as business-as-usual in an industry accustomed to slow, strategic planning.” It goes on to conclude, “It’s either adapt to the new environment or step aside and make room for a competitor who can.”1

We have never been an industry to rest on our laurels (I had to say it); nor will we be in the future. Wise owners hire visionaries, have cultures that allow failure, and never look back. UCAOA’s conference exhibit halls are replete with innovative technologies, services, and products, and it is exciting to see attendees engage with the vendors and embracing opportunities to ensure ongoing relevance and viability.

Focused Innovation

I’ve always thought that monitoring new and established patients was one way of evaluating practice relevance. What technologies and campaigns were great at bringing a new patient into your office? What experience did they have in the office that brought them back as an established patient?

If one side of the new vs established patient ratio is weak or trending negatively without reasonable explanation, it’s time to innovate. Where in the continuum of patient acquisition, administration, treatment, follow-up, and billing is your greatest opportunity?

Maintaining the Legacy of Leadership

We collect patient data—both quantitative and qualitative—to understand the best way to provide care and guide future planning. Vigilantly monitoring trends in patient demands and challenging the status quo will sustain our role as industry prognosticators. Consolidations, mergers and acquisitions, and other reshuffling of industry relationships will undoubtedly continue in response to the purchasing behavior of the consumer. We built the urgent care model on principles of customer-driven care, and we now hold the reins to redefine on-demand care and its role in the healthcare mix.

At the forefront of patient-centric transformations, our urgent care leaders educate consumers on their healthcare options, advocate the need for modernization to regulators, and forge stronger relationships with payers in an environment increasingly focused on value. Urgent care sets the tone for today’s burgeoning delivery models, and remains laser-focused on the future to ensure growth and success tomorrow.

To read more of our thoughts on the future of urgent care, download the 2018 State of the Industry whitepaper at


1 Harvard Business Review, Disruptive Innovation, “3 Changes Retailers Need to Make to Survive”, Nick Harrison and Deborah O’Neill, November 15, 2017.

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UCAOA Responds to the Diversity and Interests of the Industry Through New Certification Options and Specialty Sections

Posted By Laurel Stoimenoff, PT, CHC, Wednesday, January 3, 2018

As the urgent care industry evolves, our members have also evolved. The Urgent Care Association of America is launching new Certification Opportunities as well as specialty Sections.

In response to the diversification of the industry, the UCAOA Board and Certification Committee have made changes to the certification criteria. Historically, UCAOA certification recognized a qualified urgent care as one open seven days a week, offering comprehensive medical services for patients of all ages. A limited scope pure pediatric urgent care could also qualify. UCAOA has subsequently established categories for Rural, Occupational Medicine and Seasonal urgent care centers with additional limited scope options currently under consideration.  Occupational Medicine is the first certification that can be coupled with another, and MD Now’s 26 Florida centers are the first to attain this prestigious designation.

The newly formed Sections were historically known as Special Interest Groups (SIGs), focused on providing online networking opportunities to a defined community. Some of these SIGs, such as Revenue Cycle, will continue while the newly established Sections will have a much broader function.

Charters have been developed, and champions established, for Telemedicine and eHealth (Bill Lewis, MD), Pediatric Urgent Care (Parul Martin, MD), and Hospital & Health Systems (Robert Rohatsch, MD) Sections. Other Sections in the works include Occupational Medicine/Worker’s Health, and UC Operations & Management.

Expanded Resources and Collaboration
Our new Sections will offer more sophisticated communities, collaboration and resources to assist with the diverse services and patient populations treated by today’s urgent care centers.  More specifically, clinically-oriented Sections will:

  • Strengthen advocacy efforts including payer outreach and regulatory affairs
  •  Use UCAOA communication outlets to promote quality in the delivery of services to specific populations
  • Monitor and support the dissemination of relevant research to section members
  • Collaborate with UCAOA’s Certification and Accreditation Committee on matters related to care, scope, safety and quality
  • Work with the Urgent Care Foundation and the College of Urgent Care Medicine on relevant projects
  • Appoint a designee to work with our Education Committee to develop relevant educational experiences to be showcased via online courses or at UCAOA conferences 

Sections will establish communication outlets, guide education efforts, and focus on each’s unique administrative and clinical issues. As an example, a hospital or health system-based urgent care may have greater resources at its disposal than a non-system affiliated urgent care, but it may face unique challenges such as making a system-based EMR fit the needs of an urgent care where efficiency and throughput are essential patient satisfiers. The Hospital & Health System Section could research and report on EMR adoption and integration best practices specific to their urgent care settings, providing tailored guidelines to its community.

UCAOA members can join any (and many) Section(s) of interest – one doesn’t have to work at a pediatric urgent care center to join the Pediatric Section. Caring for pediatric patients in your urgent care center is reason enough to join.  There is no cost to join as Section membership is a benefit of being a UCAOA member.


So, come join a new Section or pursue new opportunities for center certification to further take advantage of all UCAOA membership has to offer.  Contact Jami Kral for more information on Sections or Brian Gaddis for certification. Happy New Year to all!  We look forward to another year of serving our members and the much-needed service you provide. 

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UCAOA Members: The Rising Tide

Posted By By Laurel Stoimenoff, PT, CHC, Wednesday, December 6, 2017

I recently attended the Northeast Regional Urgent Care Association’s (NERUCA) conference, a chapter of UCAOA, to meet and network with our mutual members and participate in its leadership education track.  Shaun Ginter, CEO of CareWell Urgent Care and a UCAOA director, presented “Creating a Culture of Service,” during which he shared personal experiences of what worked, what didn’t work in his organization, and how CareWell measures service success. Following his presentation, gratitude was expressed for Shaun’s complete transparency in the information shared with a group that included potential competitors.  John Kulin, DO, president of NERUCA, commented that too often urgent care centers are painted with the same brush and a patient experience is a reflection on all centers.  As an oft misunderstood industry, elevating that experience and openly sharing successes and failures is a necessity.  Dr. Kulin summarized his comments by stating, “A rising tide raises all ships.” 

A Gift from Our Members to Urgent Care

UCAOA members have a history of sharing and supporting one another.  As a result, urgent care medicine has gained greater credibility from the perspective of patients, payers, the medical community and employers.  Additionally, member support through dues, purchases, and conference and convention attendance has allowed UCAOA to do the work we do on your behalf.  We work diligently and thoughtfully to provide support to individual and organizational members.  But, we never forget what our members and vendors do for us through their support.  In the spirit of the season, it is truly a gift to passionately serve you and your centers.

Members Matter through Support And Volunteerism

UCAOA was able to achieve a myriad of accomplishments in 2017 – spanning industry advancement, education, outreach and growth – thanks to the support and volunteerism of our members. Here are some highlights from the past year:

Leadership & Advocacy
In May, UCAOA participated in a Day on the Hill, advocating on behalf of urgent care centers across the country. UCAOA also provided the resources and expertise to publish a state of the industry whitepaper, as well as the annual Benchmarking Report – which is arguably the most quoted resource on the industry.

UCAOA’s Education Committee worked tirelessly to offer the most relevant educational experiences for urgent care physicians, advanced practice clinicians, operators and administrators. The College of Urgent Care Medicine (CUCM) advanced its strategic agenda, produced a clinical newsletter and expanded its influence by welcoming NPs and PAs into the College alongside the many esteemed physicians it already serves.

The Urgent Care Foundation raised funds through the support of attendees at the Annual Foundation Celebration, as well as sponsored grants to provide research, including antibiotic stewardship. The funds also facilitated a scientific symposium on concussion care in the urgent care setting, convened a thought leaders’ forum on the future of urgent care and established a disaster relief fund to assist urgent care center recovery.

UCAOA launched Pediatric, Telemedicine, and Hospital and Health System sections for members, with more of these special interest groups in planning stages. The California Urgent Care Association (CALUCA) joined UCAOA as a chapter – further expanding the organization’s reach and membership – and a consulting arm was created to better assist urgent care centers interested in pursuing accreditation. Looking ahead, the UCAOA Board drafted a three-year strategic plan for future growth.

UCAOA turned 13 in 2017, and while we have the energy and passion of a teenager, we could not do our work without the rising tide that is provided by our members and industry supporters.  Thank you to all who collectively “raise the ships” so they may continue to deliver high-value, quality care to patients everywhere. 

This article is also available in the December issue of JUCM




Tags:  Advocacy  ceo  certification  connectivity  health  membership  on-demand services  patient care  patient experience  quality of care  UCAOA  urgent care  urgent care center 

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Urgent Care Foundation Provides Care During Disasters

Posted By By Laurel Stoimenoff, PT, CHC, Wednesday, November 8, 2017

As demonstrated in the aftermath of Hurricanes Harvey and Irma, urgent care centers play a vital role in communities affected by natural disasters and other emergencies. Contributions to the Urgent Care Foundation’s Disaster Relief Fund support your dedicated colleagues who strive to keep their doors open and serve their patients in times of crisis.

There in Time of Need
When disaster strikes, healthcare organizations became focal points for outreach, care and distribution of resources as communities look to rebuild. After Hurricane Harvey ravaged southeast Texas and parts of Louisiana this summer, the Urgent Care Foundation reached out to centers in the region to offer help.

Tapping into the fund to subsidize local urgent care operations, the foundation helped coordinate a Weekend of Service as local urgent care centers worked to ensure the community had access to affordable healthcare in a time of intense need. Patient needs included routine care, treatment of flood-related illnesses and injuries and providing needed prescriptions to those who could not get back into their residences. For patients who were without health insurance or were simply unable to pay their portion of the claim, the urgent care centers provided free or discounted services throughout the weekend campaign. Some centers were able to provide immediate treatment, while others burdened with more damage kept their doors open to distribute resources such as food, water and information to the community – still playing a crucial role in relief efforts. Practice Velocity donated the resources from their marketing department to get the word out so patients could seek care from the many generous centers who offered to participate. 

Responding to the Call
UCAOA established the Urgent Care Foundation to enhance the role, purpose and awareness of urgent care medicine by inspiring and contributing to research, education, clinical and practice management leadership, as well as innovation in new and emerging healthcare delivery models.  Charity is also central to its mission.

In the fall of 2016, the foundation Trustees cited the need for a disaster fund following the devastating floods that hit Baton Rouge, Louisiana earlier that year.   Lake After Hours and Lake Urgent Care initiated a “We’re Here for You” campaign where a volunteer team of administrative, clinical and medical providers worked tirelessly to feed, treat and comfort displaced residents. Despite some of their locations experiencing significant flooding which also personally affected many employees and providers, the urgent care centers became of hub of support, informing residents on where to access care if they couldn’t provide it themselves and simply providing water, comfort and other necessities.

In contrast to other giving opportunities, the Urgent Care Foundation’s Disaster Relief Fund’s sole purpose is to ensure access to the affordable same-day care offered by urgent care centers.  We want to thank our past, present and future contributors.  The foundation aspires to more generously support our affected colleagues in future years when disaster strikes.  

The recent response of the urgent care community following this series of hurricanes reminds all of us at UCAOA why we are privileged to serve you.

To donate to the Disaster Relief Fund, please visit the Urgent Care Foundation’s website page.


This CEO Insight column is also published in the November issue of JUCM. 


Tags:  accessibility  ceo  health  healthcare  on-demand services  patient care  patient engagement  UCAOA  urgent care  urgent care center 

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Occupational Medicine Integration Boosts Urgent Care Sustainability and Growth

Posted By Laurel Stoimenoff, PT, CHC, Thursday, October 12, 2017

UCAOA currently identifies 7,639 urgent care centers in the U.S., up from just over 6,900 two years ago. This consistent growth, coupled with uncertainty about future payment models, has inspired many urgent care operators to explore, expand and diversify their product offerings to ensure a strong future. For many urgent care operators, a proven strategy has been the integration of occupational medicine (Occ Med). 

According to the National Academy of Social Insurance, injured workers’ medical benefits exceed $31 billion per year yet, according to UCAOA’s annual Benchmarking Report, it represents a small percentage of revenue for many centers. Astute employers seek cost-effective alternatives to the emergency department during those hours when their workforce is active.  Onsite radiology, lab and medical services augmented by a seven-day schedule render the urgent care center an attractive option for both workers and employers.  

While the synergies of acute primary care and Occ Med abound, there are nuances associated with caring for injured workers and the new customer in the room…the employer.  Urgent care operators must ensure that their administrative, communication and clinical processes address the triggers that ensure not only a positive patient outcome, but also a favorable employer experience.  As one employer once said to me despite a long history of providing care for their injured workers, “You’re only as good as the last one treated.”   This is a service line where relationships determine results and urgent care centers need to adjust their delivery model or, if multi-site, consider selecting several geographically appropriate occupational medicine centers of excellence.

Diversify Your Patient and Payer Base
Adding Occ Med services to an urgent care center opens the door to new patient populations in the community. While traditional urgent care patients often seek care near their home, injured workers tend to seek services close to work.  The addition of the service automatically taps into a new, non-resident population.  While urgent care centers are prepared for illness and injury, illness tends to dominate unless an injured worker strategy is successfully pursued.  

Additionally, increasing overall reimbursement per visit can be accomplished through a more favorable payor distribution.  The National Council on Compensation Insurance (NCCI) reported that of the 42 states with industrial fee schedules, only two states reimbursed some services less than Medicare, while most compensated providers an average of 130% of the Medicare fee schedule.  Imagine favorable fee schedules with no patient responsibility toward payment.

The ever-changing healthcare landscape continues to put pressure on providers to secure strong reimbursement contracts with payers and strengthen the bottom line. When urgent care expands to include Occ Med services, new channels of revenue become available through stable partnerships with community employers and expanded patient populations. While employer satisfaction is essential, they know that management of a work-related injury becomes a team sport, and a favorable patient experience is more likely to result a positive clinical (and financial) outcome. A positive work-related injury experience in the urgent care center should translate to future traffic if it’s done right.   Additionally, injured workers often require follow-up care so while the cost of patient acquisition may be higher, it is more than offset by the revenue associated with the injury care.

Integrating Occ Med services allows urgent care centers to remain resilient to industry changes that may arise in the future. Offering a variety of on-demand services empowers urgent care centers to keep pace with the demand for convenient, patient-focused healthcare options. Patients and employers share a common need when the unexpected occurs…ready access to affordable, quality, one-stop healthcare.


Join us at the Disneyland Hotel in Anaheim, California for UCAOA’s Fall Conference where industry experts will present both clinical and practice management tracks focused on occupational medicine and employer services. The conference takes place October 26-28. For more information on this and other session topics, please visit the conference website:

Tags:  ceo  health  occupational healthquality of care  on-demand services  patient care  urgent care 

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UCAOA Membership Just Keeps Getting Better: Seize the Opportunities & Resources

Posted By Laurel Stoimenoff, PT, CHC, Monday, September 18, 2017

Amid all the industry changes and uncertainties, healthcare leaders are taking full advantage of any and all resources available to them to better navigate the complexities of the evolving healthcare landscape.  Urgent care clinicians, centers, practice managers and vendors are looking to improve performance and differentiate their organizations from the competition.

The Urgent Care Association of America is the established voice of the urgent care industry, actively advocating for clinicians and centers at the state and national level, while providing thought leadership to media, the public and other colleagues in healthcare. One simple way to rise up in the industry is by joining UCAOA and optimizing all of the benefits that come with membership.

Why Choose UCAOA?
Any membership to a professional healthcare organization comes with its perks. What sets UCAOA apart is the specific focus on the urgent care industry in all educational programs, professional opportunities, business networks and management resources. As host to two of the most comprehensive and well-attended urgent care conferences each year and its ongoing education programs, UCAOA brings together industry leaders to share research and brainstorm with colleagues on how to advance the industry as well as the performance of the individual center.

By joining UCAOA, urgent care professionals can stay up-to-date on the latest trends and best practices in the industry, connect with colleagues and thought leaders, reach key decision-makers and strengthen their bottom lines. UCAOA continually creates exclusive resources and opportunities for members to meet the specific needs of the on-demand medical practice.

For Clinicians
Individual clinician members have access to an extensive list of CME opportunities and education programs – which include both in-person events and online courses to ensure accessibility for any schedule. These resources are designed by both urgent care and specialty leaders for urgent care professionals, providing unique industry insights that help elevate skills and advance your career.

For Centers
Urgent care center members can learn how to improve negotiations and contracts with payers through a growing library of data and best practices found on the Payer Relations page of the UCAOA website. Members can review the latest tips from industry thought leaders on how to demonstrate the value of urgent care to payers. In fact, many payers are calling on centers to achieve urgent care-specific accreditation or certification. UCAOA can help you succeed through a variety of targeted resources.

For Practice Managers
Practice manager members can improve their recruitment and retention efforts with a discounted rate for posting job opportunities on the UCAOA Career Center, an urgent care-specific jobs center. In addition, practice managers can utilize a growing number of free or discounted industry resources and toolkits that provide instant assistance in areas such as marketing and staffing. Look for the policy of the month and UC Prac*toids to benchmark or enhance your center’s performance and stay current with the mercurial state of healthcare.

For Vendors/Suppliers
Vendor members enjoy priority access to urgent care centers across the country through sponsorship opportunities at the leading industry events, as well as direct list mail rental options. Through the list rental program, vendors can educate the industry by sharing their data and resources via mail or email, or showcase the latest products and/or services available that are designed to enhance urgent care operations. They get their name in front of the targeted audience, which drives efficiency and results.

These are just a few of the benefits enjoyed by UCAOA members. For a complete list of benefits available with membership, please visit the UCAOA website’s Members section: We cannot advocate and advance our important agenda without your support. We do our work, so you can focus on yours!



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Tags:  CEO  clinical  Membership  on-demand services  payer  practice management  UCAOA  urgent care center 

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UCAOA Representatives Take to the Hill to Meet with Congressional Offices

Posted By Camille S. Bonta, MHS, Thursday, July 13, 2017

Members of the Urgent Care Association of America (UCAOA) turned citizen advocates on May 3 as they traveled to Capitol Hill to educate lawmakers and their staff about the important role of urgent care in the health care continuum.


The “day on the Hill” coincided with UCAOA’s Urgent Care Convention & Expo and included the participation of 15 UCAOA representatives who met with 75 congressional offices, including with staff on committees with jurisdiction over Medicaid and veteran’s health care.


Beyond providing lawmakers and their staff a basic education of urgent care centers, UCAOA members solicited the support for soon-to-be-introduced legislation that would require the Veteran’s Administration to cover healthcare services provided to veterans in urgent care centers. Sen. Bill Cassidy (R-LA) will lead introduction of the legislation in the Senate, and the introduction of bipartisan companion legislation in the House is expected.


Similar to the enactment of federal legislation in 2016 that requires TRICARE — the health insurance program for uniformed service members, retirees and their families to cover urgent care visits without prior authorization, legislation to improve veterans’ access to urgent care centers is important to UCAOA’s broader efforts to educate payers about urgent care’s value proposition.


UCAOA representatives were on the Hill the day before the House of Representatives passed the GOP American Health Care Act. It is unclear the extent to which Republicans will ultimately be successful at dismantling Obamacare this year.  No doubt, however, that states will seek greater flexibility with their Medicaid programs. 


Thirty-one states and the District of Columbia have expanded Medicaid. These states are very nervous because in almost each one of the expansion states, enrollment projections are higher than expected, which is putting a squeeze on state budgets.  Urgent care centers have the capacity to meet the nonemergency medical care needs of the Medicaid population at a fraction of what it costs to care for these patients in hospital emergency departments.  Yet, in many states, Medicaid rates for urgent care services are insufficient.  Because urgent care centers cannot provide healthcare services to Medicaid patients at a financial loss, states cannot establish a healthcare delivery infrastructure that encourages and supports lower costs sites of service for this population of patients until Medicaid rates are improved.


Improving Medicaid rates so they are on par with Medicare was another request to lawmakers. While budgetary considerations, including the failure of the Office of Management and Budget to conduct dynamic scoring that would count savings from shifting care out of the hospital emergency department into urgent care centers, make achieving Medicaid payment parity difficult, key congressional staff, during their meetings with UCAOA representatives, seemed genuinely interested in policy barriers urgent care centers face in caring for this patient population.


UCAOA’s “day on the Hill” constitutes just one component of the organization’s overall advocacy efforts, but an important component that UCAOA hopes to replicate and grow in the future.  A 2015 survey of congressional staff found that 94 percent note that “in-person visits from constituents” have some or a lot of influence on an undecided lawmaker a finding that has been consistent for more than a decade according to a report released this year by the Congressional Management Foundation.[1]


The survey also found that in-person meetings in which legislators and staff have opportunities to interact and develop relationships with constituents are very important for understanding constituents views, and that constituents meeting or getting to know legislative assistants

and district and state directors is a good way to build those relationships.


Contrary to what many UCAOA members may believe, they can use their voices to make a difference on policy issues important to the urgent care industry. UCAOA hopes its members will engage in advocacy efforts when called upon and, in the meantime, will use UCAOA resources made available to them to communicate and build relationships with their state and federal lawmakers, as well as with representatives of the payer community. 


To learn more about UCAOA’s advocacy activities, visit and look for “advocacy" in the menu bar.

Camille Bonta is the founder and principal of Summit Health Care Consulting in Breckenridge, CO focused on the lobbying, regulatory and advocacy efforts of national healthcare organizations, including UCAOA. 





[1] Citizen-Centric Advocacy: The Untapped Power of Constituent Engagement ∙ © Congressional Management Foundation

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Tags:  Advocacy  AHCA  health  healthcare  payer  UCAOA  urgent care  veterans 

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Next Steps to Success: Distinguishing Your Center with Accreditation or Certification

Posted By Laurel Stoimenoff, Wednesday, June 28, 2017

The on-demand healthcare industry is in a state of growth and diversification. Increasing competition and choices make it difficult for patients to know where to go for the best care. One way to differentiate from the rest in terms of excellence is by achieving accreditation.

UCAOA Accreditation was developed by urgent care professionals with the nuances and uniqueness of the urgent care center in mind. It is the only accreditation that also recognizes and requires a distinct urgent care scope of services. UCAOA also offers certification for urgent care centers, either exclusively or for those on the path toward accreditation. Certification is based solely on the scope of services available to the community. UCAOA has recently expanded its certification options from traditional and pediatric certification to recognize the seasonal-, rural- and occupational medicine-focused urgent care centers. 

Those centers who successfully pursue accreditation are dually recognized as Certified (scope) and Accredited (quality & safety) Urgent Care Centers.

Why Pursue UCAOA Accreditation?

Efficiency and Engagement

The accreditation process helps urgent care centers develop and implement consistent procedures across all sites. When meeting the standards become routine practice, centers benefit from unanticipated efficiencies; including staff in the values of quality and safety may develop more engaged, customer-focused employees. Similarly, achieving accreditation requires teamwork that generates a sense of pride and accomplishment.

Examples of key quality and safety procedures required to achieve accreditation include:

·         Verification of patient identity before providing care;

·         Precautions to prevent medical errors;

·         An overarching quality plan;

·         An infection control and prevention plan; and

·         Demonstration of integrated care processes.

Accreditation demonstrates that centers have achieved excellence in eight critical areas:

·         Patient care processes;

·         Patient privacy/rights/responsibilities;

·         Scope of care;

·         Physical environment;

·         Health record management;

·         Quality improvement;

·         Governance; and

·         Human resources.


Armed with mobile devices, consumers are more likely to search and select providers based on quality and service perceptions. UCAOA Accreditation is a trustworthy “seal of approval” for patients. Accredited centers undergo site surveys to ensure they meet established and defined standards, giving patients the confidence that the center has demonstrated its commitment to excellence.  Accredited centers market their achievement to payers and networks as well as prospective referral sources such as pharmacists, physicians, school nurses, employers, and risk managers.

Revenue & Profitability Impact

Many payers are requiring accreditation before contracting or as an in-network requirement. As examples, members have notified us that BCBS of Georgia and Empire BCBS in New York now require accreditation for new urgent care centers, while Anthem in Virginia intends to do the same for new and existing centers in the coming year. As a result, applications for accreditation are on the rise.

Medical malpractice insurance carriers are recognizing UCAOA Accreditation for its impact on quality and safety, with some offering organizations a risk management credit of 2.5 to 15 percent once attained.

Not Ready to Commit to Accreditation Right Now? Consider a First Step: UCAOA Certification

While it is most cost-effective to pursue certification at the same time as accreditation, the UCAOA Certified Urgent Care (CUC) program can be a first step on the path to accreditation. It affirms the urgent care center's scope of practice meets UCAOA criteria for easy access and scope of services. In one state, certification allows the urgent care center to receive higher reimbursement through the state’s workers’ compensation fee schedule. 

UCAOA is proud of the number of centers who have successfully attained both certification and accreditation. There are many ways to demonstrate a commitment to quality and safety but we can assure you that these individuals are doing their part to raise the bar! 

Learn more about UCAOA Accreditation and Certification

Tags:  accreditation  bcbs  ceo  certification  payer  quality of care 

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I’m a Germaphobe and Here’s Why

Posted By Laurel Stoimenoff, Wednesday, June 28, 2017

I started my career as a hypochondriac with my Merck Manual always at my fingertips for quick reference but subsequently elected to simplify my phobias and narrowed it down being a germaphobe.  This evolution occurred as I spent the bulk of my patient care years in the hospital setting.  Each year I would go through my mandatory training on infection prevention, receiving instruction on the latest research and best practices. MRSA was the enemy and we were committed to its eradication. I dutifully washed my hands in accordance with policy and donned and doffed personal protective equipment where indicated. Taking the full dose of any prescribed antibiotics was routine so I didn’t risk hosting some superbug for life.  Nonetheless, I was incredibly naïve about the looming crisis that would make even the non-germaphobe shudder. 

Antimicrobial resistance (AMR) is currently believed to be responsible for the deaths of over 700,000 people per year world-wide.  That number is anticipated to grow exponentially to a point where some predict, if unchecked, it will grow to 10 million deaths by 2050[1], exceeding the impact of cancer.  Simple surgeries will be high risk, the disease state will be prolonged and the financial ramifications will be devastating unless radical action is taken by medical and agricultural communities.

A Partnership is Forged

The Urgent Care Foundation, UCAOA’s 501(c)3 organization, has partnered with the Antibiotic Resistance Action Center (ARAC) at George Washington University.  ARAC secured a grant which is being shared with the Foundation.  Recognizing that antibiotic stewardship and proper prescribing is a complex issue and withholding antibiotic prescribing when indicated can be a patient dissatisfier, ARAC is working with UCAOA to identify best practices without adversely impacting the patient experience.  UCAOA collaborated with ARAC and released a position statement that concludes:

To combat AMR, UCAOA will work with its members and constituents in the following four areas:

1)      Education and training

2)      Clinical decision support

3)      Antibiotic use data collection

4)      Evidence-based practice

Urgent Care Under the Microscope

Top diagnoses in most non-occupational medicine focused urgent care centers have relevance when it comes to antibiotic prescribing.  This may account for the reason UCAOA is seemingly in the crosshairs fielding frequent calls related to ways we might partner to ensure industry-wide antibiotic stewardship. And I have yet to speak to a medical provider who does not lament the oft protracted dialogue with the patient who is expecting antibiotics while other patients await care and the reception area is filling up.  That medical provider may be concerned about personal patient satisfaction scores, throughput time and the fear that the patient who just paid a $75 copayment and, “is not leaving without a prescription”, may be one who frequently posts reviews on YELP.  A recent survey concluded that 41% of people allow social media to impact their choice of a specific doctor, hospital or medical facility[2] so we all know the importance of meeting their expectations. While there is no data indicating urgent care centers are more likely to prescribe antibiotics than any other medical setting, the boards of UCAOA, the College of Urgent Care Medicine and the Urgent Care Foundation acknowledge that we have an obligation to do our part in thwarting the grim prognostications emanating from the CDC, the World Health Organization and other venerable institutions.

Inappropriate prescribing in the medical community is only one piece of a very complex problem. We look forward to our ongoing partnership with ARAC and the urgent care community to influence change, educate our communities, and preserve patient confidence when we do the right thing.  Sean McNeeley, MD, Network Medical Director of University Hospitals’ Urgent Care in Cleveland, Ohio and Chair of the College of Urgent Care Medicine, summarized our responsibility nicely when he stated, “We want to do more than just our part in helping achieve this goal. We want to lead the way.”

[1] Source:  Review on Anti-Microbial Resistance 2014

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Using Patient Engagement Technology to Meet New Expectations in Population Health Management

Posted By Laurel Stoimenoff, Wednesday, June 28, 2017

Population health strategies aim to improve the quality of care for communities, not just our traditional approach of caring for the individual. Urgent care plays a crucial role in population health management by optimizing efficiency, quality and outcomes throughout the continuum of care, while also expanding patient access.

Managing population health brings new financial risks when it comes to patient care, linking the patient experience and outcome directly to payment. In order for urgent care centers to succeed within the financial landscape of these new models of care, patient engagement will be key.

Patient Engagement Technology

Innovative technologies enable management of population health strategies by capturing, tracking and sharing patient data. The role of urgent care providers has evolved to include developing interactive relationships between physicians, patients, ancillary caregivers and technology beyond the exam room. Patient engagement technology can increase patient satisfaction and involvement throughout the continuum of care to improve clinical outcomes.

For urgent care providers, patient engagement technology has many benefits including:

·         Improving care coordination between other providers

·         Supporting a medical model that leverages the role of the urgent care center beyond episodic care

·         Enabling more informed diagnosis and treatment decisions for enhanced quality of care

·         Equipping patients with information to support a more active role in their healthcare management

·         Reducing errors and increasing administrative efficiency throughout the continuum of care

As healthcare becomes an increasingly information-driven, patient-centric industry, it is imperative for urgent care providers to stay on the cutting-edge of patient engagement technology innovations to ensure interoperability with other providers and secure fair, consistent and predictable reimbursement rates. 

Increasing Patient Engagement

According to a 2016 CDW Healthcare survey, 57 percent of patients and 70 percent of providers reported an increase in patient engagement over the past two years. Patients are increasing the frequency of communication with providers and accessing their healthcare information with greater ease. The motivations driving providers to improve engagement include meaningful use requirements, technology advancements, the opportunity to improve clinical outcomes and a more loyal patient population.

To make engagement technology accessible to all patient populations, consider each patient’s unique healthcare journey. Here are some tips:

1.       Develop digital expertise on the engagement options available and select the right technology to meet the needs of your target patient population.

2.       Present the technology with step-by-step instructions, demonstrations and big-picture visual communication tools to demonstrate how it works and its benefits to the patient.

3.       Offer mobile-optimized technology so the patient can access information on-demand from anywhere. Provide patients on-demand access to on-demand caregivers. Access to care has been key for most urgent care centers and it will extend beyond the ability to offer a face-to-face office visit in the future.

4.       Encourage and demonstrate continual use of technology by providing ongoing education and timely responses to patient communication.

5.       Seek feedback at every opportunity to understand where patient pain points are with the technology and how best to improve the experience.  

With a more engaged patient population, technology can help urgent care providers gather useful information for better predictive analytics around patient health, assist in more effective interventions in the future and improve data-driven outcomes as an essential provider in a broader healthcare delivery system. Likewise, patients can utilize the technology to access information and share responsibility in their healthcare, while enjoying a more fluid experience throughout the continuum of care. It’s a win-win.

Tags:  CEO  patient engagement  patient experience  technology 

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