What factors are contributing to the increased wait times at Intermountain Healthcare's urgent care clinics this month?

Introduction

Increased wait times at Intermountain Healthcare's urgent care clinics this month represent a critical issue affecting patient care and satisfaction. I'll approach this problem systematically, identifying potential root causes, validating hypotheses, and developing both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal factor. Has there been a significant increase in patient volume compared to the same month last year?

Why it matters: Seasonal trends could explain increased wait times. Expected answer: Yes, there's been a 20% increase in patient volume. Impact on approach: If confirmed, we'd need to focus on capacity planning and staffing solutions.

• Considering recent healthcare trends, I'm wondering about staffing levels. Have there been any changes in staffing or scheduling practices in the past few months?

Why it matters: Staffing issues directly impact wait times. Expected answer: There's been a 10% reduction in staff due to budget cuts. Impact on approach: If true, we'd prioritize optimizing staff allocation and exploring alternative staffing models.

• Given the healthcare context, I'm curious about the patient mix. Has there been a shift in the types of cases presenting at urgent care clinics?

Why it matters: Changes in case complexity could affect treatment times. Expected answer: There's been an increase in more complex cases requiring longer treatment times. Impact on approach: This would lead us to focus on triage processes and potentially adjusting the urgent care model.

• Thinking about operational efficiency, have there been any recent changes to the check-in or triage processes?

Why it matters: Process changes could inadvertently increase wait times. Expected answer: A new electronic check-in system was implemented last month. Impact on approach: If confirmed, we'd need to evaluate the system's efficiency and user experience.