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Behavioral Insights to the Urgent Care Consumer

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Behavioral Insights to the Urgent Care Consumer

1 hour Audio and Power Point Presentation

Recorded September 25, 2015

In this session, we will discuss who the Urgent Care consumer is and what their expectations are for service and care. An array of strategies that differentiate urgent care companies will also be presented. In addition, we will discuss how new mobile technologies and applications can set you apart from your competitors. Lastly, we will focus on optimizing the patient experience as the most important differentiator in your market.

Learning Objectives:
  • Describe the demographics of the urgent care consumer
  • Recognize what various urgent care consumers are looking for in clinical care.
  • Apply understanding of consumer behavior to differentiate their practices from other medical providers.
  • Integrate new technology and applications to enhance the urgent care experience for consumers.
  • Recite from case studies approaches to create the optimum patient experience and retention strategies.


Disclosures: The faculty listed below have no relevant financial relationships to disclose.                                            

Faculty Bio:

Kristin Baird, RN, BSN, MHS

Kristin Baird is a nationally recognized thought leader in the patient experience and service excellence. With over 35 years experience as a nurse and healthcare executive Baird is president of the Baird Group, a consulting and mystery shopping firm that helps healthcare organizations transform culture and shape the patient experience. She has authored five books and over 200 articles on customer service, leadership and employee engagement. Baird has developed a unique methodology for medical mystery shopping used in urgent care and ERs to inpatient units and home health. Baird is known as healthcare’s customer service guru. In 2009, she was appointed by the Secretary of health as an adviser for the National Health Service Corps and served through 2012.


Jean M. Hitchcock, MPA, APR, CFRE

Jean Hitchcock is a marketing and communications executive with more than 25 years in healthcare. In 2014, she left her position as vice president of Public Affairs and Marketing for MedStar Health, where she led the marketing and communications for MedStar’s services across Maryland and the Washington, D.C., region. Ms. Hitchcock joined MedStar Health from Scripps Health in San Diego, where she served as corporate vice president of Marketing and Communications and has held leadership positions with a number of organizations throughout her career, including OhioHealth and Spectrum Health. Ms. Hitchcock holds undergraduate degrees in political science and sociology from Hunter College and a Master of Public Administration from Western Michigan University. She is accredited by the Public Relations Society of America and served on the board of the Society for Healthcare Strategy & Market Development. Ms. Hitchcock has been recognized with several community awards, including the 2008 YWCA TWIN Award for Outstanding Women in Industry and the Health Care Communicators of San Diego’s 2008 Communicator of the Year.

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 

Earn 1 UCMC credit in Marketing & Communications by listening to this recorded session.

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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