Decision and Transition of a Community-Based Emergency Department to an Urgent Care Center

This case study addresses a pediatric hospital system’s evaluation and transition of one of their community based Emergency Departments to an Urgent Care Center.  This decision was driven by competition intensifying for convenient care options in the ambulatory market and feedback escalating from families to provide more accessible, convenient, and affordable services.  Objectives of this case study are to outline the decision making process and share insights on critical success factors for implementing the transition in a short project management timeline.  Factors evaluated and addressed include a market assessment, financial modeling, organizational restructure, clinical scope and service delivery model, change engagement with leaders and staff, technology and resources required for operations, and marketing and communications plan for patients and families.