Background: Memorial Sloan Kettering Cancer Center (MSK) sees a high volume of patients
at its 21-bed urgent care center (UCC), frequently functioning over capacity, despite
operating 24 h/day, 7 days per week with up to five attending physicians and two physician
assistants. Approximately 51.2% of UCC patients are admitted (n = 11,810). Walk-in
patients accounted for 36.2% of admissions (n = 4279). In contrast, 63.8% of admissions
(n = 7530) were referred to the UCC by their oncologist: 59.3% (n = 4466) after speaking
with their oncologist’s office by phone; and 37.1% (n = 2796) after a visit to their
oncologist’s office. A small number of patients (n = 267, 3.5%) were referred from
other locations. By applying a teletriage strategy, we aim to reduce the number of
over-capacity days and streamline patient flow through the UCC.
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