For the past nine years, UCP Merchant Medicine has partnered with health systems to enhance their capabilities, delivering exceptional care experiences through our Modern Urgent Care model, guided by our 11 Features of Modern Urgent Care. These principles, cultivated in the urgent care environment, can be spread across the entire health system, positioning it for broader success.
In today's competitive healthcare landscape, patient experience (PX) is more important than ever. It's the key to building trust and loyalty, extending beyond good bedside manner to encompass everything from provider research to appointment booking and follow-up communications. Press Ganey just released their “Patient Experience in 2024” report (link below), based on data from 6.5 million patient encounters across the U.S., provides key insights:
1. Patient experience is making strides, but there's still room for improvement: PX scores surged in 2023, with ambulatory surgery and medical practices hitting five-year highs. However, hospitals and emergency departments are still recovering. At UCP, we think and execute on convenient, consistent hours of operation and minimal patient visit lengths. This enhances the PX and achieves a 34-minute average door-to-door time.
2. Addressing hidden inequities in PX: Underrepresented populations report lower scores in empathy, care personalization, and addressing concerns. Bridging these gaps is critical for equitable healthcare access. UCP's focus on transparent, affordably priced services and safe, excellent care delivery augmented by A.I. ensures we meet these needs, providing high-quality, patient-centered care.
3. Meeting the needs of Gen Z and Millennials: Younger patients have sky-high expectations for a seamless journey, yet report lower perceptions of experience. To meet their evolving needs, UCP prioritizes convenient, comfortable access locations that are integrated virtual care. These features align with the demand for a seamless, efficient care experience, contributing to our Net Promoter Score of 94.
By focusing on the consumer and providing what they want in a structured, thoughtful way, UCP Merchant Medicine has consistently delivered outstanding results. These capabilities, born in urgent care, are scalable across the health system, ensuring efficient, effective, and forward-thinking healthcare delivery.
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