Question

your University has decided to open a new urgent care clinic on the main campus. As the new COO of this facility, you are in charge of planning and designing this $10M facility. Describe in detail the following, keeping in mind the Patient Experience in all aspects of the planning and design:

• Who is your main clientele? What are the most common diagnosis/treatments this clientele would be seen for in the clinic?
• Describe the design of your facility. Be very detailed and specific. Cover waiting room(s), reception area, triage/treatment room(s), billing/check out, etc.
• Describe the staff and staffing model in your facility.
• Describe an ideal patient encounter from arrival to discharge.

Answer 1

An urgent care clinic is basically a walk in clinic that provides immediate care and treatment for injuries and acute illnesses.

As the university is opening the new urgent care clinic in the main campus, the clientele would be the students and university faculty from the campus.

An urgent care center treats patients with acute illness or injury which is common and not life threatening.

The services include:

• Asthma and allergic reactions
• Flu and Cold
• Sinus infections
• Bronchitis and sore throat
• Rashes and itching
• Headaches and body aches
• Nausea, vomiting and diarrhea
• Minor burns, cuts and animal bites
• Sprains and falls
• Vaccinations
• Gynecological assessment

The care centers also provides laboratory services for a better diagnosis and patient services.

Design and model of the urgent care clinic:

Waiting room

Registration process:

Registration is the process when the patient comes to the clinic for the first time, a onetime ID is generated and allotted to the patient which is used for further patient identification. Keep the process simple and easy for the patient or his guardian.

Reception:

A friendly, helping and calm receptionist is appreciated for a good patient experience.

Seating:

Make sure to have enough seating since the patients are accompanied by their friends or guardians. Keep in mind about the privacy of the patients while seating arrangements. Light the lobby area with appropriate and soothing lights and proper furnishings and equipment.

Treatment room:

It is necessary to have signage boards in the assessment room to escort patients. Also make sure to have signs for waiting room, triage area, rest rooms and exits. The treatment room should be adequately equipped with beds, all basic and essential equipment’s, medication trolley which is required for the treatment.

Segregate the waste as per the biomedical waste management into different dustbins.

Triage room:

Depending upon the clinical indications and severity the patients are categorized into red, green, and yellow.

Red category of patients require immediate treatment and hospitalization.

Green category of patients’ needs treatments which is in between minor and major yet not threatening.

Yellow category indicates minor treatments.

Discharge and Billing:

Explain the discharge process to the patient or guardian to help them prepare for the final process of discharge and billing. Be transparent with the fees and also consider online payments. Make sure the patient understands and follow the doctor advice, explain about the medications to be taken for treatment. Inform the patient about their further review and any other doctor referrals if needed.

Staffing model:

Urgent care clinic is staffed by a physician, nurses, physician assistants and paramedical staff. The physicians are licensed and mainly from family medicine, emergency medicine, internal medicine, gynecologist and orthopedics.

Ideal patient encounter from arrival to discharge:

1. The patient visits the clinic with minor symptoms that can be treated in an urgent care clinic.
2. Upon arrival the patient is registered and is made to wait in the waiting area depending upon the queue.
3. Patients is then directed to the treatment room for vitals check and consultation with the physician.
4. Lab test are done depending upon the clinical indications.
5. Based on the condition the required treatment is given to patient in the clinic and or referred for hospitalization.
6. After completion of the treatment and based on the stability of the patient the discharge is initiated.
7. The physician assistant explains to the patients about the treatment, medications and also the further follow-up.
8. The patient is billed for the services provided and clears his bills before leaving the clinic.