The demand for urgent care centers in the U.S. has significantly increased in recent years, with patient volume rising by 60% between 2019 and 2023. While urgent care centers offer a valuable alternative to overcrowded hospital emergency rooms, a recent report has highlighted areas for improvement in patient experience.
An analysis of 350,000 patient reviews from 10 of the nation’s largest urgent care providers revealed that wait times continue to be a top complaint among patients. Additionally, there has been a 6.5% increase in allegations of improper care. The findings were outlined in the Urgent Care Patient Experience Report by Chatmeter, a feedback intelligence platform.
According to John Mazur, CEO of Chatmeter, utilizing artificial intelligence can help urgent care providers analyze patient feedback at scale, identify emerging risks, and take corrective action early on to enhance the patient experience.
The report also brought to light potential HIPAA violations within urgent care centers. Patient reviews indicated a higher frequency of the word “misdiagnosed” compared to previous years, along with mentions of providers not listening to patients. Furthermore, up to 46% of provider responses to online reviews contained potential HIPAA violations, such as acknowledging patient care or using patient names in public replies.
While there was a slight improvement in wait time mentions, communication issues remained a source of frustration for patients. Many reviews highlighted instances where online appointments were not honored, leading to delays and inconvenience for patients. However, patients appreciated the medical staff, with positive mentions in 13% of reviews.
Billing and insurance issues also saw some improvement, with sentiment up 1% and mentions down nearly 3%. Patients expressed gratitude for the attentive service and compassionate treatment received from practitioners, emphasizing the genuine care and empathy shown towards their concerns.
In conclusion, the urgent care sector continues to grow rapidly, making it crucial for providers to listen to patient feedback and address areas of improvement. By focusing on enhancing communication, reducing wait times, and ensuring proper care practices, urgent care centers can offer a better overall experience for patients.
Andrea Fox is the senior editor of Healthcare IT News. For more information or inquiries, contact [email protected] Healthcare IT News is a HIMSS Media publication.
