Session Detail

« Conference  //  « Session Listings By Day

Monday, December 6, 2021  |  10:00 AM - 11:00 AM

Open to Conference Attendees Only

Transformational Change - A New Urgent Care

Luke Kroeger
Director of Clinic Operations, Retail & Community Health, UnityPoint Clinic - Waterloo Region
Kristina Mehmen, AIA, ACHA
Principal, INVISION

We've heard time and time again that an alternative primary care delivery model that is distinct from existing primary care and emergency platforms is desperately needed in our communities that concentrates on customer service and the patient experience. To truly accomplish this goal, a transformational change was required . The transformational change was designed to be organization-wide and has been enacted over the last few years. This presentation will look at an Urgent Care Model that was designed to appeal to busy, younger adults that would be located in a retail center closer to where people live, work and play. We evaluated markets and choose key building sites that would capture all related business and build relationships. An operational model was created that cultivated clinical quality, speed and customer experience. Our goal was to integrate the health system image and values into the Urgent Care brand so that the health system story would come alive in the community.


1. Learn how a healthcare system implemented a transformational change
2. Explore how connecting with patients and coordinating care can improve patient outcomes and build brand loyalty
3. Identify emerging trends in healthcare that can be implemented into design solutions that are adaptable and create quality patient experiences
4. Understand how outpatient services can improve the overall patient experience



Sponsored By: