There is a decrease in customers returning to the urgent care facility, and after carefully reviewing and analyzing the current state of patient satisfaction, I believe that Bright Roads can create the best overall experience for patients and the level of care that they expect. To do this, Bright Roads Urgent Care facility must address these issues. There seems to be a lack of care for the upkeep of the waiting area, which is really uninviting and uncomfortable. One hundred percent of patients that are being triaged versus those with more serious symptoms has played a major role in our patient's satisfaction or dissatisfaction. We should also try our best to decrease the surprise cost to patients. Implementing an employee satisfaction survey would give us an idea about the concerns of the employees. Nurses should also promptly follow-up with patients to find out what concerns they may have regarding their health or their visit. My recommendations are as follows:
WAITING AREA AND RECEPTIONIST
The waiting area is probably the easiest fix. We should provide more privacy in the waiting area by creating a space where patients do not fear that anyone could gain information by listening to their conversation with staff, adding doors and removing curtains in treatment area, warm colors, will make it more inviting and will improve customers’ satisfaction.
Also, after speaking with Lisa Leon, the receptionist, who seems to really like her job, she at first sight can be real disengaging from the patients. It can be seen as if she does not want to be there as she claims. More training and reminders to staff that patients come first will help create an atmosphere where patients feel connected to Bright Roads.
To alleviate the problem with triage and other serious injuries, there should be nurses designated specifically for triage and specifically for the other serious injuries. This could reduce the long lines and wait time. Bright Roads has to make wait...