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Virtual urgent care in an integrated value based healthcare system
Khang Nguyen1, Dinh Nguyen2, Sinjin Lee1
1Southern California Permanente Medical Group (SCPMG), Pasadena, CA, USA.
NPJ Digital Medicine
|April 14, 2025
Summary
Virtual urgent care (VUC) offers a valuable alternative to traditional urgent care clinics (UCC), demonstrating shorter wait times and high patient satisfaction. This 24/7 service effectively meets patient demand within integrated healthcare systems.
Area of Science:
- Healthcare Management
- Telemedicine
- Value-Based Care
Background:
- Virtual urgent care (VUC) integration into value-based healthcare systems requires further understanding.
- The Southern California Permanente Medical Group's Get Care Now (GCN) program complements existing urgent care clinics (UCC).
Purpose of the Study:
- To compare quality and patient experience dimensions between VUC (GCN) and UCC.
- To evaluate the effectiveness of VUC within an integrated, value-based healthcare model.
Main Methods:
- Comparative analysis of patient demographics, wait times, patient surveys, Net Promoter Score (NPS), and 3-day return rates to the Emergency Department (ED) and UCC.
- Study included patients from Get Care Now (GCN) and traditional urgent care clinics (UCC).
Main Results:
- Wait times were significantly lower for GCN (21.19 minutes less than UCC).
- GCN achieved a high average Net Promoter Score of 87, indicating positive patient experience.
- 3-day return rates to ED and UCC were comparable between GCN and UCC users.
Conclusions:
- 24/7 Virtual Urgent Care (VUC) sustainably meets patient demand in integrated value-based healthcare systems.
- VUC programs like GCN can effectively complement traditional urgent care services, enhancing patient access and satisfaction.
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