Get in Line and/or Call Ahead for Urgent Care Visit

View Wait Times

  • Patient logs into the My Memorial app and selects “Urgent Care.”
  • Patient reviews locations, hours of operation, and the number of people waiting at each location.
  • Patient selects an urgent care facility based on proximity, wait time, and other factors.

Reserve a Spot

  • Patient uses the “On My Way” feature to hold their place in line, ensuring a reduced wait time upon arrival.
  • Patient has 30 minutes to get to the urgent care location after selecting “On My Way” in the app.
  • Patient presents their reservation confirmation at check-in upon arriving at the urgent care facility.
  • Real-time updates in the app ensure that the reservation queue is synchronized with in-person check-ins to avoid overlap.

Arrival and Check-in at Urgent Care

  • Patient arrives within the designated 30-minute time frame and notifies the front desk of their arrival.
  • If the patient didn’t use the My Memorial app, they wait in line for walk-in registration.
  • Patient provides identification and insurance details (photo ID and insurance card required).
  • Staff manually complete registration forms due to the absence of an online registration system.
  • Staff enter patient information into a tracker system, manually verifying incomplete data.
  • Patient waits in the lobby for their name to be called.
  • A nurse performs an initial assessment, documenting symptoms and determining next steps for care.
View Technology Map

Step

Technology/Touchpoints
View Wait Times
  • My Memorial App
Reserve a Spot
  • On My Way Feature (within My Memorial App).
  • MPS Tracker
  • Cerner
Arrival and Check-in at Urgent Care
  • Cerner
  • Cerner FirstNet (Urgent Care EMR Module)

Step

Pain Points
View Wait Times
  • The My Memorial app does not integrate with FollowMyHealth or other patient portals.
Reserve a Spot
  • The On My Way feature only holds a patient’s place in line for up to 30 minutes.
  • Same-day slots are accessible only via the My Memorial app. Non-app users cannot benefit from this feature, creating an inequitable access barrier.
Arrival and Check-in at Urgent Care
  • Patients without app reservations create long physical queues at urgent care facilities.
  • Walk-in patients face a slower, less efficient registration process compared to app users.
  • All patient information must be entered manually into the tracker system.
  • Patients often arrive with missing or outdated documents required for registration.
  • Patients cannot complete registration forms online before arriving.
  • Limited staff availability causes delays in triage and patient care.
  • No technology exists to automate or accelerate triage evaluations.

Step

Thinking

Feeling

Quotes
View Wait Times

“Which facility has the shortest wait time or is closest to me?”

“Will I be able to see a provider quickly?”

Efficient

Reassured

“I checked the website to see how many patients were ahead of me before I went. Very helpful!!”

“The app helps to know which location will be quickest to get in to. Not sure the registering online really helps speed up the process though.”
Reserve a Spot

“Will this reservation save me time when I arrive at the facility?”

“Will I be able to see a provider quickly?”

“Do I have everything I need for registration?”

Reassured

“Used the app to check in prior. So easy.”

“The online check-in process seems to have been greatly improved. I walked in and went straight to registration where they had my stickers and band printed already and then was next to be called back. Very fast and efficient.”
Arrival and Check-in at Urgent Care

“Will my reservation help me avoid a long wait?”

“Why am I being asked for this information again?”

“Will they be able to help me quickly?”

Frustrated

Anxious

“We really need to get into some preregistration that people can do prior to them coming in, so we don’t need to take all that time.”

“Registered online before arrival. Waited for 2 hours. Many others were called back before us after we had waited for an hour. Reception was very unorganized.”

“Agent fell asleep at her computer during registration.”

“The front desk person was very open, friendly, and professional. The check-in receptionist was very friendly and professional.”

Step

Opportunities
View Wait Times
  • Create opportunities for a user to understand what key terms/actions entail for additional context and clarity.
  • Integrate My Memorial app with FollowMyHealth, Cerner, and other platforms.
  • Allow patients to see and book real-time available slots directly through the app.
  • Explore opportunities to provide more context around virtual appointment availability to help drive appropriate users to a virtual appointment rather than going to a busy urgent care.
Reserve a Spot
  • Implement app-based notifications to remind patients when their reservation is about to expire.
  • Allow patients to manually refresh appointment slot availability in the app.
  • Implement geofencing technology to automatically update reservation status based on patient location.
  • Use blockchain technology to manage appointment reservations transparently and securely.
  • Create a unified scheduling hub that allows administrators to manage availability across multiple departments and facilities.
  • Implement machine learning to dynamically adjust slot refresh intervals based on system load and usage patterns.
Arrival and Check-in at Urgent Care
  • Create a separate check-in queue for app-based spot reservations.
  • Install a display to show the queue status for both app reservations and walk-ins.
  • Enable partial integration of app reservation data into the tracker system to reduce manual entry.
  • Allow patients to complete registration paperwork online before arriving.
  • Provide a digital symptom screener for patients to complete while waiting.
  • Add clear educational content in the app about what to expect during urgent care visits.
  • Allow patients to have a brief telehealth triage session before arriving at urgent care.
  • Develop a system to send real-time queue updates to patients’ phones.
  • Provide self-service kiosks for patients to check in upon arrival and explore the opportunities that Epic offers.
  • Create a preregistration portal accessible via the web and the My Memorial app.
  • Enable patients to upload photos of IDs and insurance cards through the app.
  • Use automated tools to verify patient insurance eligibility in real time.
  • Use AI-powered tools to perform initial symptom assessments and prioritize patients.
  • Provide nurses with mobile devices linked to Cerner for real-time triage documentation.
  • Implement a centralized dashboard to track triage progress in real time.
  • Leverage symptom information collected during preregistration or app use to speed up triage.
Contact Us View Supporting Documents