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Now Arriving Ahead of Schedule: The Future of On-Demand Medicine, Part 1

Care Delivery

Running an urgent care platform was already getting complicated before the arrival of the Covid-19 pandemic. By this past March it looked as if the end of the urgent care world was upon us. Patient visits came to a halt for six weeks or more. Those who jumped on the testing bandwagon managed to kick back into gear. But this may be a short-lived salve for something more dramatic coming down the road.

Time Out: Will COVID-19 Kill the Urgent Care Industry?

Finance & Operations

The scene is an emergency department (ED) at a large hospital in the Northeast. Providers and staff are going full out as patients flood the department. Over the loudspeaker, EMTs in transit with a patient announce the age, gender and condition. Another in-transit first responder team waits on hold in a queue that seems endless, one after another announcing a COVID-19 patient on the way.

High Turnover Takes Its Toll

Finance & Operations

We are entering a highly competitive and disruptive phase of the healthcare ecosystem. Over the next 10 years this new phase will be characterized by a battle for the “front door” of healthcare services between traditional health systems and new entrants. That battle will be waged over creating a new healthcare “experience” driven by seamless and frictionless technology, high-performing and highly engaged teams, and a radically changed payer environment.

Looking Back and Planning Forward

Finance & Operations

Every year after our annual on-demand strategy symposium, we reflect on what transpired in the previous year and what appear to be the dominant trends in the year to come. This year’s 11th Annual Strategy Symposium was perhaps the most compelling evidence that we are entering some dynamic, if not transformative times in the on-demand world of healthcare.

Modern Primary Care Takes Center Stage

Care Delivery

We have many health system clients who ask: “If we were to start from scratch, what should our urgent care model look like?” The answer is to look not at the current state of urgent care, no matter how slick, consumer-friendly or retail-oriented it may appear. Unfortunately, many health systems are caught up in the look and feel of urgent care, many of them hiring executives from places like Neiman Marcus or Amazon. There is also the “rear guard” focus on justifying purchased medical group assets, referring patients downstream to places that may not necessarily be expeditious or economical, and spending large sums on outdated, system-level patient experience programs.

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