Speaking of Urgent Care Centers: Language Matters


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




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.


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