1
00:00:00,033 --> 00:00:01,901
Welcome back to Urgent Care Unscripted.

2
00:00:01,901 --> 00:00:04,938
I'm Barbara Ronalter,
the director of operations

3
00:00:04,938 --> 00:00:08,274
and business development for AFC
Urgent Care in West Haven.

4
00:00:08,475 --> 00:00:09,909
And this is Mohamed Zaman.

5
00:00:09,909 --> 00:00:14,314
I am the franchisee and owner of the AFC
Urgent Care in this haven.

6
00:00:18,018 --> 00:00:18,251
No.

7
00:00:20,620 --> 00:00:22,655
Today, we are here to talk about

8
00:00:22,655 --> 00:00:27,127
the most common questions that I hear
from the patients at our clinic.

9
00:00:27,961 --> 00:00:30,130
So I'll start with the first question.

10
00:00:30,130 --> 00:00:33,333
Do I need an appointment
or do you accept walk-ins.

11
00:00:34,067 --> 00:00:37,070
So both are okay
at our urgent care clinic?

12
00:00:37,303 --> 00:00:38,338
Thankfully.

13
00:00:38,338 --> 00:00:41,374
But, if you do, do make an appointment
that just saves.

14
00:00:41,374 --> 00:00:42,776
You know, sometimes

15
00:00:42,776 --> 00:00:46,112
that's some time you can complete
some of the paperwork online

16
00:00:46,112 --> 00:00:49,949
and upload the documents, and your visit
will be more efficient, a little faster.

17
00:00:50,483 --> 00:00:54,921
Typically, we see more people doing it,
making the appointment ahead of time.

18
00:00:55,288 --> 00:00:56,556
But both.

19
00:00:56,556 --> 00:00:57,924
Yeah, absolutely.

20
00:00:57,924 --> 00:01:01,628
Next question we have is
do you have onsite

21
00:01:01,628 --> 00:01:04,898
laboratory services
and what tests can you perform.

22
00:01:05,198 --> 00:01:08,368
So this is, a broad question.

23
00:01:08,368 --> 00:01:13,206
So, yes, we do have a few tests
that we can perform on site.

24
00:01:13,206 --> 00:01:18,878
Some of those tests include Covid,
RSV, flu, strep.

25
00:01:19,712 --> 00:01:21,915
Urine analysis is to check your urine.

26
00:01:21,915 --> 00:01:25,885
We can do, glucose check.

27
00:01:26,386 --> 00:01:30,256
And I feel like I'm missing
one strep test as well.

28
00:01:30,256 --> 00:01:33,626
And mono. Oh. Need to check your iron.

29
00:01:33,960 --> 00:01:36,663
So those are a few of the tests
that we can do within the clinic.

30
00:01:36,663 --> 00:01:38,631
That means you're going to come
in, you're going to get tested,

31
00:01:38,631 --> 00:01:41,634
and we'll get you the results
within 15 20 minutes.

32
00:01:42,001 --> 00:01:45,171
Now, the other tests that we can do

33
00:01:45,171 --> 00:01:48,174
is everything else
that gets sent to the laboratory.

34
00:01:48,541 --> 00:01:50,977
So within our clinic, we draw blood.

35
00:01:50,977 --> 00:01:54,581
We can do, other like STD testing.

36
00:01:54,581 --> 00:02:00,253
So vaginal swabs and urine tests, and
we can send those to the lab for testing.

37
00:02:00,253 --> 00:02:04,691
Those results typically take
about 48 hours to come back.

38
00:02:04,958 --> 00:02:07,026
Some tests can take a little bit longer.

39
00:02:07,026 --> 00:02:09,129
Some tests are faster.

40
00:02:09,129 --> 00:02:11,531
Definitely
call us to find out the timeline.

41
00:02:11,531 --> 00:02:14,267
We can definitely tell you that
ahead of time if you have any questions.

42
00:02:14,267 --> 00:02:18,872
But we can do all of those tests and
we'll get the results as soon as possible.

43
00:02:19,205 --> 00:02:19,906
Amazing.

44
00:02:19,906 --> 00:02:22,909
So those are about the common questions
about test.

45
00:02:23,076 --> 00:02:26,479
We often also hear from the patients
are you and what are your

46
00:02:26,479 --> 00:02:30,350
operating hours
and what are your hours for that weekend.

47
00:02:30,350 --> 00:02:36,289
So guys we are open seven days a week
and typically on weekdays we open 8 to 8.

48
00:02:37,023 --> 00:02:37,423
Simple,

49
00:02:38,424 --> 00:02:38,892
8 a.m.

50
00:02:38,892 --> 00:02:39,926
to 8 p.m.

51
00:02:39,926 --> 00:02:42,929
weekends we are open 8 a.m. to 6 p.m.

52
00:02:42,962 --> 00:02:47,700
and even for major, most of the major
holidays, we typically try to stay open.

53
00:02:47,734 --> 00:02:49,802
There are just a handful of exceptions.

54
00:02:49,802 --> 00:02:53,206
Other than that, we are open
more or less the year round.

55
00:02:53,473 --> 00:02:55,008
Yep. Absolutely.

56
00:02:55,008 --> 00:02:56,342
And you can always call

57
00:02:56,342 --> 00:03:00,613
and if you have any questions about that,
you can call us to find out if are open.

58
00:03:00,647 --> 00:03:02,081
You can check Google.

59
00:03:02,081 --> 00:03:05,018
We update our hours on there religiously.

60
00:03:05,018 --> 00:03:08,021
So if you are having a question
about a holiday you can check there.

61
00:03:08,154 --> 00:03:11,658
And you can also check our website
for the hours.

62
00:03:12,559 --> 00:03:15,061
Next question that we have is

63
00:03:15,061 --> 00:03:19,432
what measures are in place to ensure
patient privacy and confidentiality?

64
00:03:19,699 --> 00:03:22,835
We talked a little bit about this
in one of the previous episodes.

65
00:03:23,102 --> 00:03:28,174
So one of the big things that we do is
we try to do all of our check ins online.

66
00:03:28,441 --> 00:03:32,078
So patients are able
to do all of their paperwork

67
00:03:32,078 --> 00:03:34,047
and information right on their phones.

68
00:03:34,047 --> 00:03:36,149
That way there is no paper mix up.

69
00:03:36,149 --> 00:03:40,853
There's no, you know, information
that gets Miss Mis written.

70
00:03:40,853 --> 00:03:42,055
I think a lot of times

71
00:03:42,055 --> 00:03:46,726
when patients are writing on a piece
of paper, it's really easy for our staff

72
00:03:46,726 --> 00:03:50,663
to not be able to read the handwriting
and put the wrong date of birth.

73
00:03:50,663 --> 00:03:52,632
Then that can get mixed up
with a different patient.

74
00:03:52,632 --> 00:03:55,401
So we try to make sure that that's
being done.

75
00:03:55,401 --> 00:04:00,773
Online, all of our services
online are secured and HIPAA compliant.

76
00:04:00,773 --> 00:04:05,278
So we know that there's no information
that's going to get mixed up

77
00:04:05,478 --> 00:04:08,514
or, get, mixed with other patients.

78
00:04:09,082 --> 00:04:10,049
Thank you. Bye, Brad.

79
00:04:10,049 --> 00:04:13,386
And we often hear from patients
what is the typical

80
00:04:13,386 --> 00:04:15,188
wait time, for a patient.

81
00:04:15,188 --> 00:04:17,690
So this is quite important for us.

82
00:04:17,690 --> 00:04:21,561
I know for most of the patients, it's
not all patients visiting urgent care.

83
00:04:22,362 --> 00:04:25,565
In general, this is a very important and,

84
00:04:25,565 --> 00:04:28,835
something that we prioritize
to make sure that is as low as possible.

85
00:04:29,135 --> 00:04:32,438
But typically, patients are coming in
and going out between 50

86
00:04:32,438 --> 00:04:35,742
to 45 minutes, depending upon
what kind of service.

87
00:04:35,742 --> 00:04:37,443
And so you get the service you need,

88
00:04:38,878 --> 00:04:41,114
but it varies between 50 to 45.

89
00:04:41,114 --> 00:04:42,548
Yeah, absolutely. That's door to door.

90
00:04:42,548 --> 00:04:46,085
That means you come in and you get out
within 45 minutes typically.

91
00:04:46,286 --> 00:04:48,788
And I think we mentioned this
in a previous episode as well.

92
00:04:48,788 --> 00:04:52,692
So if you schedule online, that tends

93
00:04:52,692 --> 00:04:55,862
to keep your wait time
in the waiting room, faster.

94
00:04:55,862 --> 00:04:57,597
So you don't have to wait as long.

95
00:04:57,597 --> 00:05:01,334
Next question we have
is do we offer extra services

96
00:05:01,334 --> 00:05:02,869
and who interprets the results?

97
00:05:02,869 --> 00:05:04,437
That's a really good question.

98
00:05:04,437 --> 00:05:07,807
So yes, we do have extra on site.

99
00:05:08,107 --> 00:05:11,377
We have extra at least five days

100
00:05:11,377 --> 00:05:14,947
a week and most Saturdays as well.

101
00:05:15,248 --> 00:05:17,817
We have, great X-ray tags.

102
00:05:17,817 --> 00:05:19,085
They are amazing.

103
00:05:19,085 --> 00:05:21,287
You'll get to meet them right
when you come into the clinic.

104
00:05:21,287 --> 00:05:25,224
They're usually at the front desk
and the results get, preliminary.

105
00:05:25,224 --> 00:05:28,628
Preliminary read by our providers
that are on site,

106
00:05:28,895 --> 00:05:33,566
and we get a final confirmation
read from a radiologist

107
00:05:33,766 --> 00:05:36,936
that is working remotely
that really comes back,

108
00:05:36,936 --> 00:05:40,807
that comes back
pretty fast within 30 minutes or so.

109
00:05:41,074 --> 00:05:44,811
And you have the option to either way at
the clinic for those results to come back.

110
00:05:44,811 --> 00:05:47,814
Or you can go home
and we'll call you with the results.

111
00:05:48,247 --> 00:05:51,617
And then oftentimes
we also hear from patients,

112
00:05:51,984 --> 00:05:55,421
who am I gonna be seen by all
who is treating me?

113
00:05:55,822 --> 00:05:58,491
So the answer to
the question is quite simple.

114
00:05:58,491 --> 00:06:02,095
We have a physician
who also happens to be in the ICU,

115
00:06:02,261 --> 00:06:05,498
and you could be seen
by the physician themselves,

116
00:06:05,498 --> 00:06:08,201
or you could be seen
by our physician assistant,

117
00:06:08,201 --> 00:06:12,572
or you could be seen by a nurse
practitioner in any of those situations,

118
00:06:12,572 --> 00:06:16,476
we ensure that the provider
that's treating you

119
00:06:16,809 --> 00:06:20,913
has significant and urgent care
related experience.

120
00:06:21,247 --> 00:06:22,682
That's a promise from us.

121
00:06:22,682 --> 00:06:26,586
And, let's take that urgent care to,
all of our patients. Yep.

122
00:06:27,086 --> 00:06:31,691
Can we manage chronic conditions
or refill medications in our office?

123
00:06:31,691 --> 00:06:33,292
The answer is yes.

124
00:06:33,292 --> 00:06:37,330
We typically, like we mentioned
in another episode, we can do preventative

125
00:06:37,330 --> 00:06:42,168
care at the urgent care,
we are able to do refills on medications.

126
00:06:42,168 --> 00:06:45,671
We do recommend that
you seek a primary care physician,

127
00:06:46,005 --> 00:06:50,943
just to continue that, care and continue
that, medication.

128
00:06:50,943 --> 00:06:54,714
But we can do refills
and we can, manage a short term

129
00:06:55,148 --> 00:06:57,784
for chronic medicate,
chronic conditions, short term.

130
00:06:59,419 --> 00:06:59,919
And,

131
00:06:59,919 --> 00:07:03,389
oftentimes, there are a lot of families
around, West Haven.

132
00:07:03,389 --> 00:07:05,391
It's a beautiful community.

133
00:07:05,391 --> 00:07:10,163
And the parents would like to know that
we can treat the kids, babies and infants.

134
00:07:10,630 --> 00:07:12,932
Do we have pediatricians on site?

135
00:07:12,932 --> 00:07:17,603
So yes, we we are trained,
the providers are trained to see patients.

136
00:07:17,603 --> 00:07:20,406
Six months at, all the way.

137
00:07:20,406 --> 00:07:22,475
But yes, we do not have a pediatrician.

138
00:07:22,475 --> 00:07:26,679
Our providers are deeply trained
to take care of anyone.

139
00:07:26,679 --> 00:07:27,814
Six months.

140
00:07:27,814 --> 00:07:29,315
Yep. Absolutely.

141
00:07:29,315 --> 00:07:32,885
And, the next question that we have is,
do you provide

142
00:07:32,885 --> 00:07:34,687
vaccinations and immunizations?

143
00:07:34,687 --> 00:07:36,689
So the answer is yes and no.

144
00:07:36,689 --> 00:07:40,226
Unfortunately, most insurance companies,

145
00:07:40,226 --> 00:07:44,464
do not cover vaccines in an urgent care.

146
00:07:44,764 --> 00:07:48,401
They do like to go to your primary care
doctor or pharmacy to get that done.

147
00:07:48,768 --> 00:07:52,672
But on the other side, we we do have
those vaccines within our office.

148
00:07:52,738 --> 00:07:54,974
we can definitely provide that to you

149
00:07:54,974 --> 00:07:58,644
at a self-pay rate,
which is we usually have our pricing.

150
00:07:58,644 --> 00:08:02,248
It's really competitive and really good
if you are, if you need to go that route.

151
00:08:02,248 --> 00:08:05,051
We also offer them
for our immigration patients.

152
00:08:05,051 --> 00:08:08,321
So if you're coming in for an immigration
physical and need a vaccine,

153
00:08:08,621 --> 00:08:12,325
we can definitely get that for you again
at a discounted rate

154
00:08:12,692 --> 00:08:15,394
So the next question is do you provide
follow up

155
00:08:15,394 --> 00:08:18,364
care or referrals to the specialist
if needed?

156
00:08:18,364 --> 00:08:19,432
Yes, we do.

157
00:08:19,432 --> 00:08:24,403
So if you're seen by and or by us
and you need a specialist, we do give you

158
00:08:24,604 --> 00:08:28,674
we will give you a referral
for a specialist to be seen.

159
00:08:28,674 --> 00:08:30,009
That referral could be on paper,

160
00:08:30,009 --> 00:08:32,044
but we also fax
that over to the specialist

161
00:08:32,044 --> 00:08:34,080
so they can call you and
schedule that appointment.

162
00:08:35,414 --> 00:08:36,516
And one

163
00:08:36,516 --> 00:08:39,552
question is like, patients want to provide
feedback.

164
00:08:39,585 --> 00:08:42,288
Patients actually want us to, improve.

165
00:08:42,288 --> 00:08:46,626
How do we how do you provide
how can I provide feedback to the clinic?

166
00:08:46,626 --> 00:08:49,362
And what happens once
they have provided feedback.

167
00:08:49,362 --> 00:08:52,965
So the best way to provide feedback
nowadays is through Google reviews.

168
00:08:52,999 --> 00:08:56,669
Obviously you can call
and tell us about your experience.

169
00:08:56,836 --> 00:08:59,038
You can give us advice, suggestions.

170
00:08:59,038 --> 00:09:00,606
That's always welcome.

171
00:09:00,606 --> 00:09:03,276
But overwhelming number of feedback.

172
00:09:03,276 --> 00:09:06,445
So, you know,
we take every interview very seriously.

173
00:09:07,013 --> 00:09:11,284
And as you will, notice on our review
or any urgent care review,

174
00:09:11,284 --> 00:09:14,320
there is a common thread there
in terms of patient's expectations,

175
00:09:14,620 --> 00:09:17,623
which we then take seriously
and try to implement.

176
00:09:17,623 --> 00:09:20,026
Cleanliness is a big expectation.

177
00:09:20,026 --> 00:09:23,362
Time to, how long is it taken for?

178
00:09:23,362 --> 00:09:25,598
Your visit is a big expectation.

179
00:09:25,598 --> 00:09:28,801
How am I being treated
or addressed at the clinic?

180
00:09:28,801 --> 00:09:33,906
Come friendly are are the staff and, team
members is also being expectation.

181
00:09:34,373 --> 00:09:35,107
All of those.

182
00:09:35,107 --> 00:09:38,077
We are very strict
and try to continuously improve.

183
00:09:38,377 --> 00:09:39,412
On the other hand,

184
00:09:39,412 --> 00:09:43,482
billing concerns and questions about cost
is also a concern for patients.

185
00:09:43,783 --> 00:09:44,951
We take that also.

186
00:09:44,951 --> 00:09:48,854
And I think I believe personally
that communication

187
00:09:48,854 --> 00:09:52,792
is the key when this kind of cancer
that does not arise every day,

188
00:09:53,426 --> 00:09:57,330
we have seen so far in just about one
year, 10,000 plus patient visits,

189
00:09:57,697 --> 00:10:00,666
and there are a handful of situations
where we have seen this happen.

190
00:10:01,267 --> 00:10:05,438
Communication was the key to solving
those issues and addressing the patients

191
00:10:05,438 --> 00:10:08,808
so that those patients
continue to come to us and they treat it.

192
00:10:09,642 --> 00:10:12,878
So so that's how we, typically
address that feedback, some,

193
00:10:13,879 --> 00:10:14,513
questions.

194
00:10:14,513 --> 00:10:16,315
Yeah, absolutely. And it makes us better.

195
00:10:16,315 --> 00:10:17,550
That's we want to improve. Right.

196
00:10:17,550 --> 00:10:18,818
Nobody's perfect.

197
00:10:18,818 --> 00:10:22,688
And feedback
just helps us further next patient.

198
00:10:22,688 --> 00:10:25,558
And we appreciate that. We appreciate it
very much.

199
00:10:25,558 --> 00:10:27,560
Thank you so much for joining us today.

200
00:10:27,560 --> 00:10:28,828
That was it for our questions.

201
00:10:28,828 --> 00:10:32,798
If you do have more questions
that you want us to answer later on,

202
00:10:32,798 --> 00:10:36,769
maybe next season, you can email us at,
if, sorry.

203
00:10:38,004 --> 00:10:42,074
West Haven teams at AFC Urgent care.com.

204
00:10:42,074 --> 00:10:42,708
We'll put it in.

205
00:10:42,708 --> 00:10:46,212
We'll put the email for you in the video
so you can email us

206
00:10:47,313 --> 00:10:51,250
a thank you from, 
Mohamed and Barbara for watching results.

207
00:10:51,317 --> 00:10:55,388
And we welcome
you to, watch our service again in future.

208
00:10:56,055 --> 00:11:00,493
This is as you know, it's interesting
when I run out or thank you so much

209
00:11:00,493 --> 00:11:03,963
for joining us this season,
and we look forward to coming back.

210
00:11:04,697 --> 00:11:06,032
Thank you, thank you.