Brandon J. Robertson’s Post

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. #HealthcareInnovation #PatientExperience #UrgentCare #GenZ #Millennials #UCPMerchantMedicine #Anniversary #HealthcareExcellence Intellivisit Solutions

The cascading collapse of these types of models continues. More of the same will come, it’s only a matter of time. This is simple revenue and expense per visit combined with care delivery in a place people don’t want to receive care. Obviously, there are a great many other factors here, but this was inevitable. https://lnkd.in/gNp7h3UD

Yesterday, I had the pleasure of meeting Will Flanary, also known as Dr. Glaucomflecken, at the Urgent Care Association’s annual convention. It's reassuring to see such a thoughtful voice advocating for the industry! Intellivisit Solutions and UCP Merchant Medicine

On Monday at 8:45am, I will be speaking on how urgent care centers can optimize performance capabilities through real-time AI decision support as well as a framework for evaluating AI support tools for your operations. Looking forward to connecting with everyone at the Urgent Care Association annual Urgent Care Convention! We can't wait to connect with you in person! Safe travels to Las Vegas! #UrgentCare #AI #RealTimeDecisionSupport #OptimizePerformance UCP Merchant Medicine Intellivisit Solutions

Doing primary care in an economically viable way is challenging. Here are five reasons why this model is difficult to sustain when compared to urgent care, as Walgreens has learned all too well. Firstly, the visit length for primary care is longer than urgent care visits. Providers spend an average of 14-24 minutes with patients in primary care, compared to 6-10 minutes in urgent care. This means providers can see 4-5 patients in an hour at urgent care but only 2-3 in primary care. Secondly, urgent care is reimbursed far better than traditional primary care, resulting in a revenue difference of $135 versus $100 per visit. Thirdly, primary care requires physicians to manage the many complexities of patients, which drives up the cost structure from urgent care APP cost of $65-$75 per hour to primary care physician cost of $125-200 per hour. Fourthly, there is a growing primary care physician shortage, making it difficult to sustain a care delivery model based on physicians. Lastly, practice patterns vary in primary care, which can make building a reliable brand and offering almost impossible. To summarize, 50% less volume capacity, 25% less reimbursement per visit, 100% more provider costs, unsustainable staffing models, and variation in practice. It’s tough folks… really tough. This is much of the reason why the average employed primary care physician losses $350k per year for the corporate entity. Read more about Walgreens' experience with this model here: