Speaking of Urgent Care Centers: Language Matters

Authors

  • Sayeedul Islam Farmingdale State College
  • Michael Chetta Talent Metrics, LLC
  • Andrzej Kozikowski Talent Metrics, LLC
  • Samantha Misner Farmingdale State College

DOI:

https://doi.org/10.18059/jmi.v2i1.14

Abstract

With the adoption of the Affordable Care Act, it is necessary for health care facilities to focus on patient perceptions and care experience (Japsen, 2013). The urgent care industry has grown exponentially as demand for more accessible patient services has increased. There is little research on how patients perceive their care experiences and what influences their satisfaction in the urgent care setting. The present study proposes a series of research questions exploring the relationship between language and ratings of urgent care facilities. This study aimed to: (1) identify which words were tied to patient experience, (2) identify the language used by satisfied and dissatisfied patients, (3) describe language used in high and low ratings of urgent care centers, and (4) examine a model of the relationships between words. Preliminary results support a proposed model of patient satisfaction that includes care delivery, staff behavior, and facility characteristics.

 

Author Biographies

Sayeedul Islam, Farmingdale State College

Assistant Professor

Department of Psychology

Sayeedul Islam has over 10 years of experience in a variety of corporate, academic, and applied settings. He completed his Bachelors in Economics from Rutgers University, his MBA in Human Resource Management and a Master’s of Arts in Industrial-Organizational Psychology from Fairleigh Dickinson University. He completed his PhD in Applied Organizational Psychology from Hofstra University. 

 

He is currently an Assistant Professor of Industrial Organizational Psychology at Farmingdale State College. In addition to his role as a professor, he is a co-founder and a Principal Consultant with Talent Metrics. In his role at Talent Metrics, he collaborates with organizations through consulting engagements in training and development, selection, and team building. He is a passionate advocate for the field of I-O Psychology. He currently serves as the President of the Long Island Chapter of the Association for Talent Development.

Michael Chetta, Talent Metrics, LLC

Principal Consultant

Michael Chetta is a co-founder and a principal consultant at Talent Metrics. Along with his co-founders, he completed his Ph.D. in Applied Organizational Psychology from Hofstra University and a MasterΓÇÖs in Business Administration and Management from Dowling College.

 

In his career, Mike has worked for large Fortune 500 organizations managing client relationships, providing actionable analytics, and impacting the design of global engagement surveys. His efforts in corporate centers of excellence directly partnered with senior level executives has ensured alignment of metrics across organizations and geared towards the company’s overall strategy. Mike’s areas of expertise include survey design and implementation, employee engagement, customer loyalty, linkage research, and statistical analyses.

 

Mike is also an adjunct professor at Touro College in the Graduate IO Psychology program. He currently resides in the Greater Orlando, Florida area with his wife and two young sons.

Andrzej Kozikowski, Talent Metrics, LLC

Principal Consultant

Andrzej is a scientist-practitioner with over 10 years of combined experience in management consulting, market research and health services research. He completed his double Bachelor of Arts degree in Psychology and Sociology from Stony Brook University, his Master of Arts in Industrial-Organizational Psychology, and PhD in Applied Organizational Psychology from Hofstra University.

 

Andrzej has expertise in applied quantitative, qualitative and mixed research methods and data analysis. In his current role he is a research analyst at North Shore-LIJ Health System, an Assistant Professor of Medicine at the Hofstra North Shore-LIJ School of Medicine and an adjunct professor teaching research methods courses at Hofstra University. He is a co-founder and Principal Consultant with Talent Metrics. At Talent Metrics, he helps organizations to improve their performance by analyzing existing organizational problems, providing evidence-based solutions and ensuring their effectiveness through innovative research designs. 

Samantha Misner, Farmingdale State College

Samantha Misner is a recent graduate of Farmingdale State College. She graduated with a bachelor's degree in Applied Psychology.

References

Andzulis, J.M., Panagopoulos, N., & Rapp, A. (2012). A review of social media and implications

for the sales process. Journal of Personal Selling & Sales Management, 32 (3), 305-316. doi: 10.2753/PSS0885-3134320302 https://www.researchgate.net/profile/James_Andzulis/publication/275892008_James_Mick_Andzulis_Nikolaos_Panagopoulos_and_Adam_Rapp_%282012%29_A_Review_of_Social_Media_and_Implications_for_the_Sales_Process_Journal_of_Personal_Selling__Sales_Management_32%283%29_305-316/links/55490cd90cf205bce7ac00ba.pdf

Baird, C.H. , Parasnis, G. (2011) From social media to social customer relationship management.

Strategy & Leadership 39, 30-37 doi:10.1108/10878571111161507 http://heuristic.kaist.ac.kr/cylee/xpolicy/TermProject/15/4.%20social%20media.pdf

Barish, R. A., Mcgauly, P. L., & Arnold, T. C. (2012). Emergency Room Crowding: A Marker

of Hospital Health. Transactions of the American Clinical and Climatological Association, 123, 304ΓÇô311. http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3540619/

Brody, J.E. (2013, April 15). Avoiding emergency rooms. The New York Times. Retrieved from

http://well.blogs.nytimes.com/2013/04/15/avoiding-emergency-rooms/?_r=0

Buntin, M.B., Damberg, C., Haviland, A., Kapur, K., Lurie, N., McDevitt, R., Marquis, M.S.

(2006) Consumer-Directed Health Care: Early Evidence About Effects On Cost And Quality. Health Affairs 25, 516-530 doi: 10.1377/hlthaff.25.w516 http://content.healthaffairs.org/content/25/6/w516.full

Buttle, F. (1996) SERVQUAL: review, critique, research agenda European Journal of

Marketing, 30, 8-32 https://www.researchgate.net/profile/Francis_Buttle/publication/235313579_SERVQUAL_review_critique_research_agenda/links/00b4951f74ab92bb5e000000.pdf

Cronin JJ, Taylor SA. (1992). Measuring service quality: a reexamination and extension.

Journal of Marketing 56, 55-68. https://www.researchgate.net/publication/225083621_Measuring_Service_Quality_-_A_Reexamination_And_Extension

de Brantes, F. (2013). Should Physician Pay Be Tied to Performance? The Washington Post

Retrieved from http://www.wsj.com/articles/SB10001424127887323528404578454432476458370

Green, L.V., Savin, S., & Lu, Y. (2013). Primary care physician shortages could be eliminated

through use of teams, nonphysicians, and electronic communication. Health Affairs, 32 (1), 11-19. doi: 10.1377/hlthaff.2012.1086 https://www.familymedicineteams.org/uploads/1/0/2/7/10277276/doc_shortage_teams_and_non_docs.pdf

Griffis, H.M., Kilaru, A.S., Werner, R.M. Asch, D.A. Hershey, J.C. , Hill, S. ,Ha, Y.P. Sellers,

A, Mahoney, K., and Merchant, R.M. (2014) Use of Social Media Across US Hospitals: Descriptive Analysis of Adoption and Utilization Journal of Medical Internet Research, 16, p264-283 doi: 10.2196/jmir.3758 http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4260061/

Harman, R. P., Ellington, J. K., Surface, E. A.; Thompson, L. F. (2015) Exploring qualitative

training reactions: Individual and contextual influences on trainee commenting. Journal of Applied Psychology, 100, 894-916. http://dx.doi.org/10.1037/a0038380

He, W., Zha, S., Li, L. (2013) Social media competitive analysis and text mining: A case study in

the pizza industry. International Journal of Information Management 33, 464-472 doi:10.1016/j.ijinfomgt.2013.01.001 https://www.researchgate.net/profile/Wu_He2/publication/257103444_Social_media_competitive_analysis_and_text_mining_A_case_study_in_the_pizza_industry/links/0046352e2fed3354f5000000.pdf

Hoffman, D.L., Fodor, M. (2010) Can You Measure the ROI of Your Social Media Marketing?

MIT Sloan Management Review 52, 41-49 https://www.researchgate.net/profile/Donna_Hoffman2/publication/228237594_Can_You_Measure_the_ROI_of_Your_Social_Media_Marketing/links/552c11f50cf29b22c9c41cc1.pdf

Hutchinson, A. B. Corbie-Smith, G., Thomas, S. B. (2004) Understanding the patient's

perspective on rapid and routine HIV testing in an inner-city urgent care center. AIDS Education and Prevention, 16 (2). pp. 101-114. http://health-equity.pitt.edu/333/1/Understanding_the_Patient_%28HIV_Testing%29.pdf

Japsen, B. (Jul 2, 2013). ΓÇ£Ouch! Patient Satisfaction Hits Physician PayΓÇ¥ Forbes. Retrieved from

http://www.forbes.com/sites/brucejapsen/2013/07/02/patient-satisfaction-hits-physician-pay/

Kim , D. Jang , S., Adler, H. (2015) What drives café customers to spread eWOM?: Examining

self-relevant value, quality value, and opinion leadership, International Journal of Contemporary Hospitality Management, Vol. 27 Iss: 2, pp.261 ΓÇô 282

Kocher, R., Emanuel, E. J., DePearle, N.M. (2010). The Affordable Care Act and the Future of

Clinical Medicine: The Opportunities and Challenges. Annals of Internal Medicine 153,536-539 https://monroecollege.edu/uploadedFiles/_Site_Assets/PDF/Kocher.2010.pdf

Lagu, T., Hannon, N. S., Rothberg, M. B., & Lindenauer, P. K. (2010). PatientsΓÇÖ Evaluations of

Health Care Providers in the Era of Social Networking: An Analysis of Physician-Rating Websites. Journal of General Internal Medicine, 25(9), 942ΓÇô946. http://doi.org/10.1007/s11606-010-1383-0 http://www.ncbi.nlm.nih.gov/pmc/articles/PMC2917672/

Litvin, S.W., Goldsmith, R.E. and Pan, B. (2008), ΓÇ£Electronic word-of-mouth in hospitality and

tourism managementΓÇ¥, Tourism Management , Vol. 29 No. 3, pp. 458-468. http://www.panb.people.cofc.edu/pan/Managing_e-WOM.pdf

Lopez, A., Detz, A., Ratanawongsa,N., Sarkar, U. (2012) What Patients Say About Their

Doctors Online: A Qualitative Content Analysis. Journal of General Internal Medicine. 27, 685-692

Mangold, W.G., Faulds, D. D. (2009) Social media: The new hybrid element of the promotion

mix. Business Horizons (52), 357ΓÇö365 doi:10.1016/j.bushor.2009.03.002 https://www.researchgate.net/profile/David_Faulds/publication/222415599_Social_media_The_new_hybrid_element_of_the_promotion_mix/links/00463532845a0100af000000.pdf

Manley, M., (2013, November 25). Should your primary care practice expand into urgent care?

Retrieved from http://medicaleconomics.modernmedicine.com/medical-economics/content/tags/financial-advice/should-your-primary-care-practice-expand-urgent-care

McCarthy, L., Stock, D., & Verma, R. (2010). How travelers use online and social media

channels to make hotel-choice decisions. Cornell Hospitality Report 10, 4-18 http://scholarship.sha.cornell.edu/cgi/viewcontent.cgi?article=1096&context=chrpubs

Mehrotra, A., Liu, H., Adams, J., Wang, M.C., Lave, J., Thygeson, N.M., Solberg, L.I., &

McGlynn, E.A. (2009). The costs and quality of care for three common illnesses at retail clinics as compared to other medical settings. Annals of Internal Medicine, 151 (5), 321-328. doi:10.7326/0003-4819-151-5-200909010-00006 http://www.ncbi.nlm.nih.gov/pmc/articles/PMC2805258/

Nikolich, M.A. and Sparks, B.A. (1995), ΓÇ£The hospitality service encounter: the role of

communicationΓÇ¥, Hospitality Research Journal, Vol. 19 No. 2, p. 43.

OΓÇÖShea, J.S. (2007, December 28). The crisis in America's emergency rooms and what can be

done. Retrieved from http://www.heritage.org/research/reports/2007/12/the-crisis-in-americas-emergency-rooms-and-what-can-be-done

Ottenhoff, M. (2012, December 17). Infographic: Rising Use of Social and Mobile in

Healthcare. Retrieved from http://thesparkreport.com/infographic-social-mobile-healthcare/

Parasuraman, A., Zeithaml, V.and Berry, Leonard (1988), SERVQUAL: A Multi Item Scale for

Measuring Consumer Perception of Service Quality, Journal of Retailing, 64

Petterson, S.M., Liaw, W.R., Phillips Jr., R.L., Rabin, D.L., Meyers, D.S., & Bazemore, A.W.

(2012). Projecting US primary care physician workforce needs: 2010-2025. Annals of Family Medicine, 10 (6), 503-509. doi: 10.1370/afm.1431 http://www.annfammed.org/content/10/6/503.full

Pope, C., Ziebland, S., & Mays, N. (2000). Analysing qualitative data. BMJ : British Medical

Journal, 320(7227), 114ΓÇô116. http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1117368/

Ramsaran-Fowdar R.R. (2008). The relative importance of service dimensions in

a healthcare setting. International Journal of Health Care Quality Assurance, 21(1):104e24.

Ryan, C., and Sisko, J. (2012, May 16). Social media vital signs: How urgent care centers can

connect, interact and build relationships with patients. The Journal of Urgent Care Medicine. Retrieved from http://www.jucm.com/social-media-vital-signs-how-urgent-care-centers-can-connect-interact-and-build-relationships-with-patients/

Sarasohn-Kahn, J. (2008) The Wisdom of Patients: Health Care Meets Online Social Media

Retrieved from http://www.chcf.org/~/media/MEDIA%20LIBRARY%20Files/PDF/PDF%20H/PDF%20HealthCareSocialMedia.pdf

Stern D. Status of urgent care in the US e 2005. Business Briefing: Emergency Medicine

Review:15e8. Retrieved Jan 14, 2015, from, http://www. touchbriefings.com/cdps/cditem.cfm?NID┬╝1334; 2005.

Semantic knowledge- Tropes webpage. http://www.semantic-knowledge.com/company.htm

UCAOA. Industry FAQs. Retrieved from

http://www.ucaoa.org/general/custom.asp?page=IndustryFAQs

UCAOA. Urgent care industry information kit 2011. Retrieved January 09, 2015, from

http://www.ucaoa.org/docs/UrgentCareMediaKit.pdf; 2011.

Wang, M. C., Ryan, G., McGlynn, E. A., & Mehrotra, A. (2010). Why Do Patients Seek Care at

Retail Clinics and What Alternatives Did They Consider. American Journal of Medical Quality, 25(2), 128ΓÇô134. http://doi.org/10.1177/1062860609353201 http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3303882/

Weinick R.M., Betancourt, R.M. No appointment needed: the resurgence of UCCs in the United

States. California Healthcare Foundation, ISBN 1-933795-39-5; 2007. Retrieved Jan 14, 2015, from, http://www.chcf.org/topics/view.cfm?itemID┬╝133465; 2007.

Weinick, R.M., Burns, R.M., & Mehrotra, A.,(2010). Many emergency department visits could

be managed at urgent care centers and retail clinics. Health Affairs, 29 (9), 1630-1636. doi:10.1377/hlthaff.2009.0748 http://content.healthaffairs.org/content/29/9/1630.full.html

Yee, T. Lechner, A.E, Boukus, E.R., (2013). The Surge in Urgent Care Centers: Emergency

Department Alternative or Costly Convenience? Center for Studying Health System Change 26, http://ucaom.org/downloads/UrgentCareStudy.pdf

Downloads

Published

2016-02-29

Issue

Section

Articles