The Urgent Care Patient Experience

Redefining health care

For too long, health care has been known for poor customer service, lack of respect for the patient, and a "one size fits all" mentality. To change this, Concentra had a bold vision:

But how does a company actually reach this goal? We believe it’s by fundamentally changing the way health care is provided to patients. Concentra wants the patient experience to look and feel like this:

The Orange Book

To help us in our quest, we developed a guidebook for our employees, whom we call colleagues. It’s divided into three sections – Welcoming, Respectful, Skillful – and provides specific, common-sense actions like those shown above. It also includes how-to suggestions from other colleagues and quotes from patients.

We made the Orange Book pocket-size so colleagues could carry it with them and refer to it often. It’s a little book with a big goal, but it’s making a real difference as we work to redefine health care. Ask our colleagues to see a copy when you’re in our centers.

Measuring Success

How do we know it’s making a difference? We’re asking our patients. Through follow-up telephone surveys, we’re asking patients how their experience was, if they plan to come back, and if they’d recommend us to family or friends. Our rating continues to rise, and we’re confident our levels of customer service and patient care will rival the top service companies in the nation.

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