Checklist template

Urgent care center operations

A ready-to-use checklist with 120 items in 6 sections, covering Triage, Registration, Treatment areas, Diagnostics, Discharge, Metrics. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 120 Items
  • 99 Yes / No checks
  • 6 Scored ratings
  • 129 Points

Use this template How audits work

1. Triage 20 items

  1. Each walk-in patient is acknowledged by a front desk employee on arrival, before any paperwork starts Yes / No 1 pt
  2. A sign at the entrance tells patients with chest pain, trouble breathing or signs of stroke to alert staff immediately Yes / No 1 pt
  3. The front desk has a written list of red-flag complaints that require an immediate call to a nurse or provider Yes / No 1 pt
  4. A front desk employee asked could name three complaints from the red-flag list Yes / No 1 pt
  5. The chief complaint is recorded at check-in before the patient is seated Yes / No 1 pt
  6. A clinical employee assigns an acuity level to each patient using the company triage scale Yes / No 1 pt
  7. Patients are roomed by acuity level rather than strictly by arrival order Yes / No 1 pt
  8. A full set of vital signs, including pulse oximetry, is recorded at triage Yes / No 1 pt
  9. A pain score is recorded at triage for patients presenting with pain or injury Yes / No 1 pt
  10. Medication allergies are asked about at triage Yes / No 1 pt
  11. Children are weighed on a scale at triage instead of using the weight stated by the parent Yes / No 1 pt
  12. Patients with fever plus cough or rash are given a mask at the front desk Yes / No 1 pt
  13. Patients with suspected contagious illness are roomed directly or seated in a separate zone Yes / No 1 pt
  14. Symptoms are discussed at triage where patients in the waiting room cannot overhear Yes / No 1 pt
  15. A wheelchair is kept at the entrance for patients who cannot walk in Yes / No 1 pt
  16. The written protocol for transfer to an emergency department is available at the triage station Yes / No 1 pt
  17. Patients still in the waiting room are re-checked by a clinical employee at the interval set by company policy Yes / No 1 pt
  18. Patients in the waiting room at the time of the visit Number
  19. Longest current wait since arrival (minutes) Number
  20. Triage of walk-in patients observed during the visit Rating
    • Every patient assessed promptly by a clinical employee 5 pts
    • Assessed, but some waited beyond the company target 3 pts
    • Patients waiting without any clinical assessment 1 pt

2. Registration 20 items

  1. Each walk-in patient is entered in the queue with the arrival time before the registration questions start Yes / No 1 pt
  2. Registration of a patient with a red-flag complaint is completed in the exam room, after the patient has been roomed Yes / No 1 pt
  3. The registrar can reach the triage nurse by headset, phone or call button without leaving the desk Yes / No 1 pt
  4. A second registration point (employee, kiosk or tablet) opens when the line reaches the number of patients set by company policy Yes / No 1 pt
  5. Patients who reserved a spot online are told on arrival how many patients are ahead of them Yes / No 1 pt
  6. Patients who reserved a spot online are placed in the queue according to the company rule Yes / No 1 pt
  7. The wait time shown online at the time of the visit differs from the actual wait by no more than the tolerance set by company policy Yes / No 1 pt
  8. The wait time shown online was last updated within the interval set by company policy Yes / No 1 pt
  9. Check-in tablets are wiped between patients Yes / No 1 pt
  10. Consent to treatment is signed before the patient is roomed Yes / No 1 pt
  11. For a minor arriving without a parent or guardian, consent is obtained by phone and documented before treatment Yes / No 1 pt
  12. The registrar asks each walk-in patient whether the visit is for a work injury or an employer-requested service Yes / No 1 pt
  13. Employer-paid services (drug screens, physicals) have the employer's authorization on file before the service starts Yes / No 1 pt
  14. Self-pay patients are shown the self-pay price list before being seen Yes / No 1 pt
  15. The list of employer accounts, with the services each one has approved, is available at the registration desk Yes / No 1 pt
  16. The patient's primary care provider is recorded so the visit summary can be sent Yes / No 1 pt
  17. A list of conditions the center does not treat, with the nearest site that does, is available at the registration desk Yes / No 1 pt
  18. Patients redirected to another site before registration are logged with the time and the complaint Yes / No 1 pt
  19. Minutes to register one patient timed during the visit Number
  20. Registration observed during the visit Rating
    • Completed without holding up triage, no errors seen 5 pts
    • Complete, but patients queued at the desk before being triaged 3 pts
    • Steps skipped or errors seen 1 pt

3. Treatment areas 20 items

  1. Two exam rooms checked were stocked to the par list posted in the room Yes / No 1 pt
  2. Room status flags or the tracking board show which rooms are clean, occupied or waiting for a provider Yes / No 1 pt
  3. The location of a patient picked from the tracking board matched where the patient actually was Yes / No 1 pt
  4. Exam table paper is changed between patients Yes / No 1 pt
  5. Rooms are cleaned and reset within the turnaround time set by company policy Yes / No 1 pt
  6. No patient has been in an exam room longer than the company limit without a staff check-in Yes / No 1 pt
  7. The procedure room holds a complete laceration tray ready for the next patient Yes / No 1 pt
  8. Wound irrigation supplies are stocked in the procedure room Yes / No 1 pt
  9. Splinting materials are stocked in each size on the par list Yes / No 1 pt
  10. Crutches are available in adult and youth sizes Yes / No 1 pt
  11. Today's check of the emergency cart or kit is signed Yes / No 1 pt
  12. An eye tray with fluorescein strips and irrigation solution is stocked in the procedure room Yes / No 1 pt
  13. The portable oxygen cylinder reads above the minimum pressure set by company policy Yes / No 1 pt
  14. Intravenous start kits and fluids are stocked in the quantities on the par list Yes / No 1 pt
  15. A nebulizer with adult and pediatric masks is ready for use Yes / No 1 pt
  16. The medication cabinet in the treatment area is locked when no employee is present Yes / No 1 pt
  17. Tetanus vaccine is in stock for patients with wounds Yes / No 1 pt
  18. Patients in exam rooms at the time of the visit Number
  19. Exam rooms out of service at the time of the visit Number
  20. Readiness of treatment rooms Rating
    • Every room stocked, clean and in service 5 pts
    • Minor stock gaps or one room out of service 3 pts
    • Several rooms not ready 1 pt

4. Diagnostics 20 items

  1. The X-ray unit is in working order at the time of the visit Yes / No 1 pt
  2. A qualified radiographer is scheduled for all posted X-ray hours this week Yes / No 1 pt
  3. Pregnancy status is asked and documented before X-rays on patients of childbearing age Yes / No 1 pt
  4. X-ray images are sent to a radiologist for over-read Yes / No 1 pt
  5. Over-read reports for the last 5 studies were returned within the contracted turnaround time Yes / No 1 pt
  6. Differences between the provider's reading and the radiologist's over-read are logged with the patient callback Yes / No 1 pt
  7. A test kit is in stock for each point-of-care test on the clinic's menu (strep, flu, COVID-19, urinalysis, pregnancy, glucose) Yes / No 1 pt
  8. Point-of-care test kits checked are within their expiry date Yes / No 1 pt
  9. Quality controls are run for each new kit lot or shipment and logged Yes / No 1 pt
  10. Timed tests are read using a timer, not by estimate Yes / No 1 pt
  11. Point-of-care results are entered in the chart with the tester's initials Yes / No 1 pt
  12. Specimens sent to the reference laboratory are labeled in front of the patient with two identifiers Yes / No 1 pt
  13. Each courier pick-up of specimens is recorded in the pick-up log Yes / No 1 pt
  14. A named provider reviews the list of pending laboratory results every day Yes / No 1 pt
  15. Critical results are communicated to the patient on the day they are received, with the call documented Yes / No 1 pt
  16. The ECG machine is loaded with paper and has electrodes within their expiry date Yes / No 1 pt
  17. Each ECG tracing sampled was read and signed by a provider before the patient was discharged Yes / No 1 pt
  18. The laboratory testing certificate required by local regulation is posted and current Yes / No 1 pt
  19. Laboratory results waiting for provider review longer than the company limit Number
  20. Availability of the diagnostic services on the clinic's menu today Rating
    • All available 5 pts
    • One service unavailable 3 pts
    • Several services unavailable 1 pt

5. Discharge 20 items

  1. In 5 charts sampled, the discharge instructions given matched the diagnosis Yes / No 1 pt
  2. Discharge instructions state the symptoms that should bring the patient back or to an emergency department Yes / No 1 pt
  3. An employee reviews the instructions aloud with the patient before the patient leaves the room Yes / No 1 pt
  4. Prescriptions are sent to the pharmacy before the patient leaves the clinic Yes / No 1 pt
  5. Work or school notes are handed over before the patient leaves Yes / No 1 pt
  6. Follow-up with a specialist or primary care provider is written in the instructions with a time frame Yes / No 1 pt
  7. The visit summary is sent to the patient's primary care provider within the time set by company policy Yes / No 1 pt
  8. Patients transferred by ambulance leave with a copy of the visit record for the receiving hospital Yes / No 1 pt
  9. Each transfer in the log shows the time the ambulance was requested Yes / No 1 pt
  10. Patients who left without being seen are logged with the time and the reason when known Yes / No 1 pt
  11. Patients who left without being seen after reporting a red-flag complaint received a phone call the same day Yes / No 1 pt
  12. Patients flagged for a next-day callback (wound checks, children with fever) were called, per the callback log Yes / No 1 pt
  13. Culture results that change the treatment lead to a documented contact with the patient Yes / No 1 pt
  14. Medications dispensed on site are labeled with the patient's name and directions Yes / No 1 pt
  15. Splints, braces and crutches given to patients are recorded on the chart Yes / No 1 pt
  16. Results of occupational health visits reach the employer contact within the time promised Yes / No 1 pt
  17. A satisfaction survey is sent to each patient after the visit Yes / No 1 pt
  18. Charts are completed and signed by the provider within the time set by company policy Yes / No 1 pt
  19. Charts unsigned beyond the company limit Number
  20. Discharge process observed during the visit Rating
    • Clear instructions and no delay after the provider finished 5 pts
    • Instructions given but patients waited to be released 3 pts
    • Patients left without instructions 1 pt

6. Metrics 20 items

  1. Patient visits yesterday Number
  2. Average door-to-provider time last week (minutes) Number
  3. Average door-to-door time last week (minutes) Number
  4. Patients who left without being seen last month (%) Number
  5. Patients seen per provider hour last week Number
  6. Transfers to an emergency department last month Number
  7. The site manager could state the company target for door-to-door time Yes / No 1 pt
  8. Door-to-provider time is reported by hour of the day, not only as a daily average Yes / No 1 pt
  9. A huddle was held before opening today to review yesterday's volume and today's staffing Yes / No 1 pt
  10. Staffing today matches the staffing grid for the forecast volume Yes / No 1 pt
  11. Staffing by hour was compared with the hourly arrival pattern in the last 3 months Yes / No 1 pt
  12. A written surge plan for respiratory illness season names who is called in and when Yes / No 1 pt
  13. The clinic opened at the posted time on each of the last 7 days Yes / No 1 pt
  14. The cut-off time for the last registration of the day is posted at the entrance Yes / No 1 pt
  15. Patients who arrived before the cut-off on the last 7 days were all registered Yes / No 1 pt
  16. Each patient complaint about waiting received last month has a documented reply Yes / No 1 pt
  17. Corrective actions from the previous review have been completed Yes / No 1 pt
  18. Name of the site manager Short text
  19. Overall operation of the urgent care center Rating
    • Patients triaged promptly and moving through every step without avoidable waits 5 pts
    • Triage sound, with delays at one or more steps 3 pts
    • Triage gaps or long waits nobody is managing 1 pt
  20. Corrective actions required Comments

About this template

This checklist is part of the InspectLoop template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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