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Growing Into Their Business: Total Urgent Care

April 2013
In 10 years of business, Theresa and Bruce Lewis have doubled their staff and expanded Total Urgent Care’s services.

In 10 years of business, Theresa and Bruce Lewis have doubled their staff and expanded Total Urgent Care’s services.

Ten years ago, Theresa and Bruce Lewis stepped out in faith, opening a workplace medicine practice in a strip mall on Route 40 in Edgewood. The couple named the business Total Urgent Care, a name that didn’t perfectly describe their workplace’s medical focus, but a name they planned to grow into.

Bruce, a physician assistant, treated patients under the supervision of medical director Dr. Patricia Dillen. Theresa managed business operations and marketing. They courted area employers and soon had contracts with Harford County Government, Frito-Lay, Rite Aid and Nutramax Laboratories to conduct work-related physicals and treat work-related injuries and illnesses that impact work performance.

Five years ago, Total Urgent Care 
outgrew its location and moved to a 3,000-square-foot corner spot in an office complex off the intersection of Edgewood Road and Route 24.

2013. That’s the year the couple will remember, though, because that’s when Total Urgent Care grew into its name.
Theresa still runs the office and promotes the business. Bruce is still treating patients. Only now, he treats patients needing immediate treatment for minor injuries and illnesses. And he has a lot of help to do that.

To meet growing demand and prepare for a new kind of patient, the couple has doubled their full- and part-time staff from seven to 14. Joining Bruce Lewis and Dr. Dillen are two part-time physicians, Dr. Miriam Alexander and Dr. Michael Pitzer. Alexander is an assistant professor at Johns Hopkins University Bloomberg School of Public Health and director of the general preventative medicine residency program. Pitzer is chief resident in the family residency program at the University of Maryland’s Department of Community and Family Medicine.

They then expanded office hours to include evenings and weekends. Total Urgent Care is now open Monday-Friday, 7 a.m.-8 p.m., and 10 a.m.- 6 p.m. on Saturday-Sunday. They secured urgent care credentials from the major players in insurance, including Medicare, United Healthcare, Priority Partners, U.S. Family Health Plan and Maryland Physician’s Care.

Finally, Total Urgent Care has launched an aggressive marketing campaign that includes print, television, direct mail and a billboard at the intersection of Maryland Routes 24 and 7, also known as Old Philadelphia Road.

“As soon as we put it up a lady who was heading to an urgent care center in Aberdeen came here instead of getting on I-95,” Bruce Lewis says. “That and being on the insurance company websites is driving business to us.”

Kathy Wajer, program manager for the Harford County Office of Economic Development, met Bruce Lewis when he worked for a workplace medicine provider and she needed a pre-employment physical.

“We talked about what we were supposed to, then he asked me how to get started in business. It was thrilling for me to see Total Urgent Care open as a storefront in Edgewood because Bruce knew what he wanted to accomplish, and he did it. He and Theresa have looked out for people who did not have insurance or prescription plans. While he served employers, he did what he could to help others. I cannot say enough good things about Bruce and Theresa Lewis,” Wajer says.

Employers and insurance companies may pay most of bills generated by Total Urgent Care, but patients are always first.

“From the time they walk in the door until they leave, they see smiling faces and courteous and compassionate service. We give God all the praise, glory and the honor for what he has done in this business,” Theresa Lewis says.

Many companies use service as a catch phrase, but at Total Urgent Care, it’s priority one. In fact, Total Urgent Care won a 2010 Harford Award for service and last year received a Bridging the Gap award from the Greater Baltimore Committee.

totalurgentcare2Total Urgent Care
2120 Emmorton Park Road
Edgewood
410-612-0374
www.totalurgentcare.com

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