TASK 3: Your child fell off the swing and busted their chin and needs a stitch. Where would you take them?
This question is an attempt to see how educated the users are on the availability of alternate care outside an ER, and to see if they would choose an urgent care facility over the hospital. Recent educational campaigns have been targeted to Humana members to inform them about the availability of urgent care centers and how the lower cost of these urgent care centers directly benefits them.
Answers ranged from the “ER”, to their “PCP”, to “probably an urgent care center but depends on how bad the bleeding is”. two out of four participants chose an urgent care facility with PFP. However, all concluded that they would NOT use PFP to find an urgent care center simply due to the fact that as parents with a bleeding child, they simply would not take the time to get online and struggle through a physician finder. Some terminated the task.
Due to the nature of this question, no suggestions are offered to improve user interaction with searching urgent care centers on PFP. The current labeling of urgent care in the dropdown specialty box is clear. Marketing efforts outside the website to educate the consumer on urgent care should continue.
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