Comprehensive Urgent Care Staff Training Manual

Section 1: Introduction and Facility Overview

1.1 Mission Statement and Values

• Commitment to patient care
• Quality and safety standards
• Service excellence goals

1.2 Facility Layout and Resources

• Department locations
• Emergency exits and safety equipment
• Supply storage areas

Section 2: Clinical Protocols

2.1 Patient Flow Management

• Check-in procedures
• Triage protocols
• Patient assessment guidelines

2.2 Medical Documentation

• EMR system usage
• Required documentation elements
• Coding and billing requirements

Section 3: Safety and Compliance

3.1 Infection Control

• Hand hygiene protocols
• PPE requirements
• Cleaning and disinfection procedures

3.2 Emergency Procedures

• Code responses
• Emergency transfers
• Disaster protocols

Section 4: Administrative Procedures

4.1 Scheduling and Registration

• Appointment management
• Insurance verification
• Patient registration requirements

4.2 Communication Protocols

• Internal communication guidelines
• Patient communication standards
• Provider consultation procedures

Section 5: Quality Assurance

5.1 Performance Metrics

• Patient satisfaction monitoring
• Wait time management
• Quality indicators

5.2 Continuous Improvement

• Staff feedback processes
• Training requirements
• Performance review procedures