Feasibility of a Telemedicine Urgent Care Program to Address Patient Complaints on First Contact
Table 1
Patient and visit characteristics by achievement of first contact resolution (FCR).
Characteristic
Achieved FCR (N = 92)
Did not achieve FCR (N = 12)
value
Age, mean (SD)
58.7 (16.8)
59.3 (14.8)
0.92
Sex, %
0.410
Male
78 (84.8)
9 (75)
Female
14 (15.2)
3 (25)
Race, %
0.485
White
65 (70.7)
10 (83.3)
Non-Whitea
14 (15.1)
0
Declined/unknown
13 (14.2)
2 (16.7)
Marital status, %
1.00
Married
34 (37.0)
4 (33.3)
Not marriedb
58 (63.0)
8 (66.7)
Rurality, %
0.220
Urban
51 (55.4)
4 (33.3)
Rural
41 (44.6)
8 (66.7)
CAN score, mean (SD)
70.5 (23.3)
76.2 (22.2)
0.425
Type of CC, %
0.149
Musculoskeletal
31 (33.7)
6 (50.0)
Dermatologic
13 (14.1)
2 (16.7)
Gastrointestinal
12 (13.0)
4 (33.3)
ENT/respiratory
11 (12.0)
0 (0)
Genitourinary
9 (9.8)
0 (0)
Otherc
16 (17.4)
0 (0)
Initial triage recommended care within 24 hours, %
76 (82.6)
9 (75)
0.456
Initial triage recommended follow-up location, %
0.756
Emergency department
21 (22.8)
3 (25.0)
Clinic
66 (71.7)
8 (66.7)
Otherd
5 (5.4)
1 (8.3)
Visit type, %
0.001
Video
74 (80.4)
4 (33.3)
Telephone
18 (19.6)
8 (66.7)
Abbreviations: SD, standard deviation; CAN, care assessment needs; CC, chief complaint; ENT, ear, nose, and throat. aNon-White category includes Black, American Indian/American Native, Asian, and Native Hawaiian or other Pacific Islander. bNot married category includes never married, divorced, separated, and widowed. cOther category included neurologic, cardiovascular, ophthalmologic, and constitutional complaints. dOther category includes home or missing information.
