As I observe the extraordinary growth of urgent care centers (UCCs), I am seeing some important changes taking place, both in the customer experience and in the range of services offered. These changes are raising important questions for leaders of UCCs, namely, “Are we just ‘another outlet’ offering fast, convenient care like the ones down the street or at the CVS? Or are we establishing a proprietary brand in the way we deliver care and the range of services we offer?”
