People have come to expect excellence when obtaining health care services. The goal of this presentation is to provide the leaders of Urgent Care Centers across the country tools and processes to create a patient experience that not only meets their patient’s expectations but surpasses them. After attending this presentation, attendees will be able to:
Describe the benefits of measuring patient satisfaction.
Identify and implement resources and tools to measure patient satisfaction.
Analyze the results of patient satisfaction surveys.
Identify and implement strategies to improve current patient satisfaction.
Explain how to hire and retain staff that will contribute to a positive patient experience.
Explain the importance of staff accountability and transparency to good customer service.
After attending the lecture the clinician will be able to:
Recognize the developmental differences of infants to adolescents and the impact this has on emergency management
Discuss the unique anatomical and physiological differences of children, especially relating to airway, assessment of vital signs, mental status and pain.
Review the evaluation and management of a variety of emergency conditions seen in infants and children, such as shock, respiratory diseases, seizures and trauma
Recognize injury patterns in infants and children consistent with child abuse.
Discuss appropriate equipment, medications and training to have available for pediatric emergencies.
CL14 - Developing a Quality Improvement Program (Same as PM13)
Following the lecture, the participants will be able to:
Describe and discuss the basic components of an urgent care eye exam with specific focus on eye anatomy, visual acuity testing, extra ocular muscle function, and pupillary function.
List the common categories of eye medications important in the urgent care and describe their indications and contraindications
Review common eye lid disorders and discuss urgent care management
List the differential diagnosis for a patient complaining of a red eye and discuss urgent care management
Describe basic management of ocular and orbital trauma.
Following completion of this presentation, participants will be able to:
1. Demonstrate the value the clinical services provided through thorough documentation.
2. Understand the flow and development of work product that supports level of service coding.
3. Identify the role of medical necessity in driving clinical work and documentation.
4. Review documentation "through the eyes of an auditor" and determine appropriate level of service.
5. Understand that there is nothing fraudulent in a difference of opinion over level of service.
At the conclusion of the literature review, attendees will have:
1. Identified new evidence in acute care diagnosis and treatment.
2. Reviewed selected articles that produce patient-oriented evidence that will change the way they practice.
3. Discussed how the literature from the other specialties can impact urgent care practice
4. Learned how to develop an approach to evaluating the quality of evidence in the medical literature.
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