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Hey, everyone, and welcome to the first
episode of Urgent Care Unscripted.

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My name is Byron Alter,
and I am the director of operations

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and business development for AFC
Urgent Care in West Haven.

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And today I'm joined by my co-host,
Muhammad. Hi.

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Thank you Barbara.
And my name is Muhammad Salaam.

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I am the franchisee
and owner of the Urgent Care

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in West Haven.

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This, health care related,

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episode series Urgent Care
Unscripted has been a long time coming.

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We wanted to, address
head on some of the critical

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and most common of questions
related to your health care

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as it, more important,
pertains to urgent care treatments.

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And, so we welcome you to join us
in this podcast series.

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and during this podcast series,
we just kind of want to answer questions

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that might be a little bit unclear
for patients.

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And we're going to cover,
things like insurances

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and when to go to the emergency room
versus coming to the urgent care.

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We're going to talk a little bit
about immigration

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physicals and, and much more during,
the series.

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Before I go into the details,
just why are we really doing this?

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I mean, as you think about it,
how is your one of your biggest assets

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that you can ever have in life? Right.

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And then when you are sick
and you are compromised

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mentally or compromised physically,
then the cost is involved.

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Yeah. Families are involved
in some situations.

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And then you have many different choices
to go,

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and then you have a different kind
of, illness and each

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kind of illness might need different
kind of treatment or treatment facility.

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So many questions to address and answer
and make the right decisions.

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What we are trying to do here
is make it as simple as possible.

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Make it as simple as possible
for the most common questions

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that you have to face when you are
in that situation of making a choice

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as to where you're going,
how you are getting yourself treated.

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Absolutely. And I think that

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it can be very

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frustrating for patients because they just
don't get clear answers from sometimes

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their providers due to time rationing
or even their, own insurance companies.

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So we're here to break it down for you.

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We know that some confusion
can lead to mistrust,

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and what we're trying to do
is create a trust, a bond

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between our bridging care
and our community.

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So that's, I think,
where the podcast came about for us.

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Yeah. And I just want to expand
on what, Barbara,

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that said, it's about two things.

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It's about, first of all, it's about you
and us creating a bond with you

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and having that communication
between the patient and us.

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This is a beautiful community
in the Haven that we live.

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And we want to we want to reach out.

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We want to serve the community.

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And besides, just,
you know, running an urgent care clinic,

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we want to give back
when information is a big,

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big weapon
in terms of your path to recovery.

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We want to make sure that that information
is available to you on your fingertips.

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If you can come back
and watch this episode and get, questions

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answered before you then have to pick up
a phone or, or ask someone else.

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Yeah.

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We just want to be transparent, as
transparent as we can with our patients.

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So to start, Muhamed,
why don't you tell us a little bit

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about you, where you began and why
you're here today for that question.

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I was in supply chain
running, organization supply

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chain, for, for large companies.

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I had large teams working, for me.

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But then at the, at the in my heart,
I wanted to always,

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always serve people
and use my skills and knowledge

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of managing people
and leading people to serve.

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And with that intent is where we started
with this urgent care.

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This is health care is the, 
one of the best ways to, pure

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way to really, achieve that, that,

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that service quality and, and, 
and within that urgent care is

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where we can apply, sense of, quality

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sense of service
and reaching out to people.

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So all of that and, along with,
our desire to run, an urgent care planet

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in a very clean, efficient and caring
environment and that brought us to AFC.

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Yeah.

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And my name is,
like I said, it's Barbara Rainwater.

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I have had a passion for health care
since I could remember.

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I have worked as an or within
the urgent care or health

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care operations for a little over
eight years now.

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I started my career
fully with the full intention of

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just being a nurse bedside and just taking
care of patients, and at some point

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I became really intrigued
by what goes on in the background.

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I, I just wanted to make things
more efficient,

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not only for patients,
but also for the staff members as well,

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because I understand that
when you have a happy staff,

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that happy staff will then translate
that care and passion to their patients.

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So we really focus on making
or I try to focus on making health

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care more efficient and just to make sure
that it's a good environment

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for everybody that's involved.

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And and I think that's
why Muhammad and I make such a great team.

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And we are so lucky to have Barbara here.

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Her mentality, her,

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core training in process

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that's so critical for patients
that patients want predictability,

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patients want, smooth flow

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and process
that they can expect when they walk in.

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And and by the time that they leave,
that is a surprise.

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And that's where Barbara is at her best.

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And delivering the, the, perfection
and ensuring that the process is

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predictable, is, is constant. And

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and along with that, I come in

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with the desire
and with the ambition to serve people,

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and make sure that everybody's food,
that equally

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everybody
is getting the best attention they need.

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And there is a certain standard of quality
that in healthcare

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is kind of non-negotiable.

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That's always maintained.
There is no compromise on that.

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So we had a great team
from those two perspectives.

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Her skills in establishing the process
and our desire

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and ambition
to maintain quality of service

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and then expand on it
and make sure that ultimately distributed

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equally and carefully, it's
definitely a good balance,

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and we are here to share our knowledge
with our patients,

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our community,
and hopefully again, to gain that trust.

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So you guys know that you have

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a reliable urgent care clinic to come to
whenever you need it.

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And over the course of next, multiple

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episodes
will be covering multitude of cockpits.

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Sometimes patients come in and get treated
and still feel like

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I didn't get treated, or the treatment
that was offered was not adequate.

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Sometimes patients are sitting at home and
wondering, so they go to an urgent care,

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or should they go to a, 
should I go to an emergency room?

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Sometimes they're wondering
with my insurance cover it or not.

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What if I get a blood spit?

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What if I get denied service?
What happens?

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What if I lost my insurance card?

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So these kind of questions,

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we would like to address head
on, on this, on these episodes.

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So there's, less confusion and
and you know, what to do when that time

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arises, when you're not following,
you know, physically

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or mentally challenged
and you need some service.

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And, those questions are answered
ahead of that happening.

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Yeah. And we want you to be part
of the conversation.

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We understand that

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we're going to try our best
to answer as many questions as we can.

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But if you hear an episode
and you see that there's a question

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that we weren't able to answer,
we didn't get to,

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we are going to have a full episode
dedicated to just answering questions

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that are submitted by the audience
and our listeners, so

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you'll be able to email that to West
Haven team at AFC urging Caricom.

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We'll also put that email
for you guys so you can,

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get that

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information after the episode as well.

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And on top of it to make it, really,
really easy to send, to make it really

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rich with, reliable information
and knowledge will be an expertise for you

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when it says a topic of urgent care
versus it's, emergency room.

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Our medical director also happens to be
an ER, physician to the hospital.

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Joining us, when it comes to a topic
like insurance, we'll be bringing

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in that insurance expert
when it comes to legal matters.

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Moving in.

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On our episodes, a legal expert
will also share their knowledge with us.

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So we will do what is needed to make sure
that the information that we pass on to

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you reliable is expansive,
and it's covering the topic.

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So if you are interested in that, follow
subscribe.

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And again, we're here at 354
Sawmill Road in West

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Haven, and we are ready to see you
whenever you need it.

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Thank you for joining us,
and we look forward to seeing you

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in our future episodes.

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My name is Mohamad.
The Vietnam defense is your honor.

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And with me is

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Barbara Nalder, director of operations
at AFC Urgent Care, West Haven.

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Thank you.