April Gillam’s Post

At the NERUCA - North East Regional Urgent Care Association conference in November, I presented the audience this AI generated image. High volume seasons can make our teams feel like a raging storm is hitting them each day when they don't have the right processes, tools, and integrated technology to support agile workflows. I asked the audience to reflect on the first point of the patient and team member journey where friction or gaps show up. How do those friction points and gaps become more visible when volume surges? 👉 Is part of your website experience subpar? 👉 Is it hard to book a visit with you or fill out digital paperwork? 👉 Are trees blocking your signage? 👉 Is your waiting room in need of repairs? 👉 Is faulty equipment stealing minutes which become hours from your day? 👉 Is disconnected technology causing inefficiency and disatisfaction? 👉 Is collecting patient payments difficult, at the POS or through post visit invoicing? Walk every step of the journey. Identify every point of friction and failure to identify where you can win back minutes, hours, and capacity. You will not only win back better experiences and more capability to see patients. You will also take back margin, which you desparately need right now. It's not too late to make these considerations for 2024. Walk each step of the journey. Solv.