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Can telemedicine improve triage and patient satisfaction in urgent care settings?

Aungst, Lesia A. MSN, CRNP, FNP-C

Journal of the American Association of Nurse Practitioners: March 2019 - Volume 31 - Issue 3 - p 162–166
doi: 10.1097/JXX.0000000000000117
Brief Report

ABSTRACT Urgent care centers (UCCs) frequently experience long wait times, overcrowding, and patient dissatisfaction. According to recent studies in the emergency care setting, utilization of telemedicine during patient triage has demonstrated reduction in patient wait time and improvement in patient satisfaction. Implementation of telemedicine in urgent care settings may make triage faster and more efficient and lead to similar improvements in wait time and patient satisfaction. Finally, there is potential for telemedicine to improve working conditions for providers and staff of UCCs.

MedExpress Urgent Care, Lancaster/Lebanon, Pennsylvania; Adjunct Faculty, Thomas Jefferson University, Philadelphia, Pennsylvania

Correspondence: Lesia A. Aungst, MSN, CRNP, FNP-C, 29 Homestead Drive, Denver, PA 17517. Tel: 717-484-0727; E-mail:

Competing interests: The author reports no conflicts of interest.

Received June 04, 2018

Accepted July 31, 2018

© 2019 American Association of Nurse Practitioners
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