Here is an unfortunate review of an urgent care encounter on one of the popular review sites:
It is normal operating procedures to provide urgent care services for travelers, coming or going, out of town guests or just traveling through and needing care. OK, yes, there are certainly drug seekers who “forgot their wallet”, don’t have id, method of payment, etc.
But BP meds?!
Could this be a noncompliant patient jumping around from doctor to doctor to get BP refills just to avoid having to go for that stress test or ECHO recommended by their primary? Sure. But if this is the first encounter, give the patient the benefit of the doubt. If the story is they’re traveling through, visiting relatives, etc., and ran out of BP meds, isn’t that what we do?
So do an exam, check the BP, make sure they are not having any signs of decompensation. Call the primary if need be and coordinate a follow up plan. Make it clear to the patient you are happy to assist them with their refill, and you are coordinating a follow up visit for their convenience with their treating physician. Give them a copy of the encounter to bring to their physician, or send/fax/e-transmit to their doctor directly.
Create an exceptional patient experience by being as helpful as you can — think how you’d want to be treated if you were in that predicament.
What’s your policy for providing refills for chronic conditions?
Image credit: <a href=’http://www.123rf.com/photo_11454644_blood-pressure-measuring-doctor-and-patient.html’>kurhan / 123RF Stock Photo</a>