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.
CL05 - Physician Hiring & Training (Part 1) (Same as PM03)
A variety of interesting radiographs will be discussed, with an emphasis on skeletal trauma and spine injury. Participants will be introduced to an accurate and reliable method of evaluating trauma radiographs. A variety of frequent and infrequent injury patterns will be reviewed. Pitfalls in both imaging and interpretation will be illustrated. At the conclusion of this lecture, participants will be able to:
Discuss common reasons why pathology may go undetected after routine radiologic imaging.
Recognize and discuss the concept of "paired bone" injury.
Discuss the importance of a variety of avulsive injuries throughout the skeletal system.
Apply a systematic method of spine radiograph assessment.
Understand the limitations of conventional radiography as it applies to radiographically occult injury.
CL08 - Physician Hiring & Training (Part 2) (Same as PM07)
This lecture focuses on acute pathologic entitiels visible on Chest and Abdominal radiographs obtained in an acute-care outpatient environment. At the conclusion of this lecture, participants will be able to:
Illustrate the concept of fine-detail vs. low-detail findings
Demonstrate recognition of common patterns of disease visible on plain radiographs of the chest and abdomen
Recognize and identify unusual presentations and features of cardiopulmonary diseases
Following the presentation of Acute Abdominal Pain, Recognizing ‘Cannot Miss’ Etiologies, the learner should be able to:
Identify potential challenges to the clinical assessment of abdominal pain
Recognize atypical presentations of abdominal pain requiring surgical intervention
Consider non-gastrointestinal diseases which may present with referred abdominal pain
Identify key components of the approach to patients with abdominal pain which will reduce the likelihood of missing potentially life-threatening diseases
Gain an appreciation for the high morbidity and mortality of undifferentiated abdominal pain in the elderly
Recognize several diagnoses that should be reconsidered before being applied to a patient
Following the lecture on How Consumers Think, the attendees will be able to:
Explain how today's consumers make choices for their healthcare delivery.
Explain how common generational values are formed by time bound cultural influences.
Explain how these generational values influence consumer health care interactions and decision making.
Identify differences in service, communication, and customization expectations based on these value differentiations.
Explain how these generational values affect the provider's ability to deliver these service expectations.
Identify operational, clinical, structural and communication changes that urgent care centers should consider to best reach and serve their patient populations.
Following the lecture on Cash Only and Loving It, the attendee will be able to:
Identify uninsured/underinsured patients as a population willing to pay cash for services that will support an efficient primary care practice (both Urgent Care and Family Practice).
Understand the steps required to disengage from Medicare as a “Participating Provider”.
Recognize the ethical reimbursement dilemma facing the provider who wishes to serve the uninsured/underinsured patients.
Recognize that practice overhead expenses are approximately 40% less in a cash only practice, and provider satisfaction increases even more dramatically.
Recognize that the primary challenge facing the U.S. Healthcare system is the preservation/support of compassion and value as governing principles in the doctor-patient contract.
At the conclusion of the IV Hydration/Nebulizer Therapy lecture, attendees should understand:
1. The proper coding for IV hydration and nebulizer therapies in the urgent care setting
2. The physician work involved in hydration therapy
3. What is included in IV hydration services
4. The use of time in reporting hydration codes
5. The correct CPT codes to report for nebulizer treatments
After this session, the attendee will understand:
1. The requirements for billing critical care.
2. What has to be documented by the provider.
3. What is billed under critical care.
4. When can you bill for both critical and an E&M service.
5. The importance of documenting time.
At the conclusion of the Wound Care lecture, attendees will have:
1. Reviewed an approach to wound management which should lead to the best outcomes.
2. Discussed some of the recent medical literature regarding wound management and how it may change their practice.
3. Reviewed some time- and cost-saving strategies that can be used effectively in caring for patients with wounds.
4. Seen current recommendations regarding antibiotic prophylaxis for different types of wounds.
5. Discussed the identification and accepted management of several types of high-risk wounds
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