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Sustaining Customer Service Success in Urgent Care Setting

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Sustaining Customer Service in the Urgent Care Setting

1 hour Audio and Power Point Presentation

Recorded April 28, 2015

Course Objectives:                    

At the conclusion of this session, participants should be able to:    

  • Identify Service Strategies for the Urgent Care Setting
  • Discuss Service Metrics
  • Discuss two ideas for Staff Engagement
  • Discuss the Role of Leadership
  • Discuss strategies to maintain Service Behaviors

Faculty Bio:

Mary Kate Dilts Skaggs, MSN, RN, NE-BC.

Mary Kate Dilts Skaggs RN, MSN, is certified as a Nurse Executuve. She is the Director of Nursing for Emergency and Outpatient Services, including 3 Urgent Care Centers at Southern Ohio Medical Center in Portsmouth, Ohio, a Magnet and Fortune 100 company. Mary Kate has over 30 years in Hospital Nursing and 25 years in Nursing Administration. She currently manages an Emergency Department (50 K annual volume) and 3 Urgent Cares ( 60 K annual volume). She is well suited to discuss hiring practices, operations or strategies to sustain patient satisfaction in the Urgent Care environment. 

Disclosures:  The above faculty had no relevant financial relationships to disclose.


Credit Information:

Designation Statement
The Urgent Care Association of America designates this enduring material activity for a maximum of 1 AMA PRA Category 1 Credit(s)TM. Physicians should claim only the credit commensurate with the extent of their participation in the activity. 

Accreditation Statement
This activity has been planned and implemented in accordance with the Essential Areas and Policies of the Accreditation Council for Continuing Medical Education. Credit for this course is good for 1 year after purchase. 

Urgent Care Management Certificate (UCMC) Credit 
This course is designated for 1 credit of Operations towards the Urgent Care Management Certificate.


Submitting for Credit:  

If you would like to submit for either of the credit above, once you complete the activity you must submit for credit you will need to complete the 5 question exam.  You must answer 3 out of 5 correctly to receive credit.  Your credit will be placed in your profile under Professional Development or click on "My Credits".  Email with questions.  

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