Patient Expectations & Urgent Care Stewardship

Steven Goldberg, MD, MBA, Lisa Bishop, DNP, MHA, FNP-BC, CDEO, FCUCM, Elizabeth McCarty, MD • February 26, 2026

This HealthTrack webinar explores the gap between what patients actually expect during urgent care visits for infectious disease complaints and what clinicians assume they want. Our expert panel examines the evidence behind antibiotic and steroid stewardship, the psychology of patient expectations, and the communication frameworks that drive both evidence-based practice and patient satisfaction — without sacrificing one for the other. A real-world case study is featured with clinical presentation, decision-making walkthrough, and a stewardship-aligned approach to treatment.

Objectives for the webinar (3:37)

1. Understand what patients actually expect when they present with infectious disease complaints
2. Recognize where expectations and evidence diverge for antibiotics and steroids
3. Apply communication strategies (including AIDET, HEART, and SDM) that improve satisfaction while supporting stewardship
4. Use shared decision-making (SDM) and diagnostics to reduce unnecessary antibiotics and steroids without harming outcomes
5. Redefine success in urgent care as confidence, clarity, and relief – not simply prescriptions

• Patients want to feel heard, reassured, and clear on next steps when they walk into Urgent Care. (5:05)

• Only 1/3 of patients expect antibiotics at an acute respiratory visit. (5:53)

• Antibiotics for respiratory complaints are overprescribed by 50%. (12:24)

• Communication training, consistent policies, and diagnostics can help clinicians explain rather than always prescribe. (14:21)

• Shared decision-making reduces antibiotic prescribing by approximately 25-50% in acute respiratory infections. (18:28)

• Language can affect trust, expectations, and prescribing to patients. (20:57)

• Communication tools such as AIDET and HEART can help improve satisfaction scores and decrease complaints. (21:57)

• Case Study on a 38-year-old woman who presents with seven days of cough, congestion, & fatigue. (26:56)

• Key Takeaways from the webinar (30:17)

Speaker Introductions (0:48)

• Lisa Bishop, DNP, MHA, FNP-BC, CDEO, FCUCM
• Elizabeth McCarty, MD
• Steven Goldberg, MD, MBA

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Designation Statement

The Urgent Care Association designates this activity for a maximum of 1 AMA PRA Category 1 Credit(s)TM. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

Accreditation Statement

This activity has been planned and implemented in accordance with the accreditation requirements and policies of the Accreditation Council for Continuing Medical Education (ACCME) through the joint providership of the Urgent Care Association (UCA) and the HealthTrackRx. UCA is accredited by the ACCME to provide continuing medical education for physicians.