Urgent Care Reducing Cycle Time During Flu Season Surge

Introduction

Zelcare is a high-volume urgent care clinic in Monroe, NY, known for its fast-paced, walk-in service model. Like most urgent cares, Zelcare experiences a sharp spike in patient volume during full season, putting added strain on staff, systems, and workflows. After implementing Stat, Zelcare leadership gained actionable insights into the patient wait times and initiated a plan to improve lobby wait times year-round and simplify workflows to better facilitate a smoother, more responsive flu season.

‍Challenges

1. High Lobby Wait Times

Clinics often struggle with a key operational challenge: how does the MA know when a patient is checked in at the front desk?

Rooming workflows prior to Stat:

• MAs had to constantly refresh the EMR page
• The MAs computer and browser had to remain open at all times
• If the MA stepped away from their computer (to the bathroom, to grab coffee, or to assist another staff member) they would miss check-ins
• A bell placed in breakrooms and the nursing station was used by front desk staff to notify MAs

These manual workarounds caused delays and increased lobby wait times, especially when volumes surged, making them impractical for care teams. 

2. Maintaining Patient Flow During Flu Season

Zelcare faced the challenge of keeping patient flow steady during peak flu season, when volume surged and demand outpaced operations. Without centralized visibility or real-time updates, coordination often broke down. When one MA was tied up (e.g., assisting with an EKG), others might not realize a room was available or a patient was waiting.

Solutions

1. Solving Lobby Wait Time Delays

Zelcare reduced lobby wait times by ensuring MAs were immediately aware when a patient arrived and streamlining rooming with Stat’s real-time alerts.

With Stat:

• MAs see right away when a patient checks in via instant communication on their laptop, phone and Flowstations placed in the nurses station
• Front desk to MA communication is direct, removing gaps in coordination
• MAs room patients proactively instead of reactively, even when away from their desks
• No need to refresh the EMR or rely on manual systems like bells or hallway communication

“There’s going to be wait times; it’s not a drive through. However, with Stat, there's no reason whatsoever a patient should wait in the waiting room for long.”

2. Maintaining Patient Flow During Peak Flu Season

Zelcare tackled the challenge of high patient volume during an extended flu season by combining smarter staffing with digital support. Zelcare utilized Stat for room and patient visibility, as well as Stat’s reporting for accountability and coaching. 

Meeting Patient Needs with Smarter Staffing and Workflow Focus

Zelcare took a proactive approach to coverage and flow. On high-volume days, the clinic staffed 3 MAs per provider, so someone was always available to room patients.

The clinical team prioritized rooming patients as soon as a room was ready. For example, if one MA was assisting a provider with a task, others could step in to maintain pace. This team-based model kept patients moving and minimized unnecessary delays.

How Stat Helps Maintain Flow at Scale

Stat provided the real-time visibility and structure needed to support Zelcare’s process improvements.

• Flowstation visibility ensured no patients were forgotten
• MAs could easily see which rooms were available, occupied, or in need of cleaning
• Providers instantly know what patient to see next, without slowing the flow or waiting for verbal updates
• Stat made it easy to identify and resolve errors
  Example: When an EKG report lacked a name and date, Stat reporting showed which MA had been in the room. With the help of the MA, the team quickly corrected the error and used the moment for training.

Results

Zelcare’s implementation of Stat, combined with intentional staffing and workflow improvements, led to measurable improvements in efficiency, coordination, and patient experience:

• 30% reduction in lobby wait times across the organization
• Improved patient flow, even during peak flu volume days
• Fewer bottlenecks, thanks to clear visibility into room status and MA availability
• Increased provider efficiency, with no guesswork on room or patient priority
• Fewer clinical errors, with leadership able to trace errors and provide coaching
• Higher staff satisfaction, driven by simpler, more predictable coordination between front desk, MAs, and providers

“Stat is very, very easy to use. It's so easy to change a provider, to check a patient in, transfer the patient, everything. I feel very positive about Stat and our staff was very happy with it. I don't have any complaints.” 

Takeaway

With Stat, Zelcare transformed how it manages high-volume days—reducing lobby wait times, simplifying rooming, and keeping patient flow steady during a 31% increase in volume. The result? Faster care, fewer delays, and a more coordinated clinical team during their busiest season.

Rooming Patients Effortlessly, Stat.