Increasing Patient Volumes of an Urgent Care Telehealth Service During the COVID-19 Pandemic: A Quality Improvement Project

15 days ago

An academic primary care practice in Texas with six locations implemented an innovative telehealth care delivery model, called On Demand Urgent Care, during the COVID-19 pandemic to allow patients to be seen within minutes by a primary care provider from the comfort of their home. The need for this service became apparent during the pandemic when patients were hesitant to seek in-person care or would have otherwise sought care at already saturated urgent care centers and emergency departments. This QI project aimed to increase service utilization, especially as COVID-19-related volumes decreased. An analysis of 12 months of patient-experience comments from a third-party vendor and experience scores were used to develop a multimodal intervention, which included a marketing plan. The primary outcome measure was to increase service utilization by 5%. During the 3 months of intervention implementation, the number of patient visits grew 44%, and the service reached its highest consistent growth rate during the postimplementation phase of the project. Subanalyses were done to study the impact of local COVID-19 surges on utilization. We will share strategies with other organizations interested in promoting telehealth innovations.

Author(s):Gabriela Fabricio, DNP, FNP-BC; Joyce Yuen, DO; Ramon Cancino, MD, MBA, MS, FAAP
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Uploaded - 11-20-2022
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