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Welcome back to Urgent Care Unscripted.

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My name is Barbara Ronalter.

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I'm the director of operations
and business

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development for AFC
Urgent Care, West Haven.

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And this is Mohamed Saman and in honor

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of the urgent
care in the statement and in the statement

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No.

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we're
here to talk about an interesting topic,

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building your own health care team.

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Is something that you don't maybe
think about it all the time until you're

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in that situation.

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Who is your team
that cares and supports them?

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Diagnosis and treats you at the moment?

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Yeah, I think we get this question a lot.

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Most people
think about their health care team.

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They really just think
about their primary care provider.

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But obviously, health care
team is a lot bigger than that.

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And today we're going to welcome
Felix Pacheco, our medical director.

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And, also a veteran er, physician

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veteran makes you sound.

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So he is all you are, a little old.

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Me to be here.

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And I really have enjoyed,
and very proud to have worked with, Doctor

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Pacheco for, for, for quite a while now
because he has helped us

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shape, give us shape and structure
and discipline and the outside

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for how to build this clinic
and build a team here.

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And so I am really fortunate
to have him here to join us.

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Talk about a patient perspective.

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I felt like a plastic
surgeon in that description.

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I was going to say, don't let your head
get too big there, please.

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So let's start with the basics.

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When we say health care team,
what are we really talking about?

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So if you think about every, 
piece and individual

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and the people who surrounded ensuring
that they're healthy.

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Yeah.

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But, more and more, what we're seeing is
that it's not just a place

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for a quick fix or, you know, a place
where you come only when you are sick.

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I mean, more and more patients want, 
to stay in touch with us

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to build a relationship with us
before anything unexpected, happens.

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And and that and that helps them
to get going with their life faster

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than they could have
if they didn't have their business.

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Definitely.

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And I think,
it touches on a couple of things.

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Modern day needs

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and timing of society jobs and being

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and everything else that goes on.

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You know, your individual needs

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and technology has a fit and,
primary care is often

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thought of as the home of the health
care home or the individual.

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Right.

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But then sometimes
you are away from home.

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Can't get into the home.

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It takes too long to get into the home,
you know, think about all those reasons

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and you have to think, okay, well,
how can I satisfy

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these needs that, you know, maybe, the,

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the urgent
and the way you want to be seen.

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So because you have an illness,
you don't feel well,

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it could be the weekend, you know?

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Yeah.

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Or they're not open or, you know,

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it's, you know, it's, 
they don't have space

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because other people are sick as well,
you know, think about, like, flu season

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now everyone's sick and, primary care
providers will be busy then.

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I mean, everyone's busy then, but,
you want to have a team

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because of the needs
that need to be addressed can vary.

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And if you can't be seen by your primary
care doctor, then you have some of those.

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Yeah, absolutely.

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I think from an operational standpoint,
I can definitely see a clear difference

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when patients come to us and connect,
not not only come to see us

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like on a regular basis, not going,

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not jumping from place to place,
but also connects us

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with their primary care providers
and their cardiologists and whatever

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other specialties they might be seeking,
because we are able to build

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a better assessment for the patient,
knowing all that information

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and also communicate
with the partners that we have.

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I would I would consider primary care
providers, our partners,

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same thing with specialists.

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So I think it's very important
that you have a home

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and have a home in primary, but
also have a home in urgent care as well.

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Yeah. And it's not like,
we are replacing.

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No. Yeah.

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At the same time,
we come with the X-ray machine,

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we come with the GMC,

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we come with all kinds of tests
that we can initiate, and then,

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that you might not find so easily

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accessible somewhere else
unless you go to an emergency.

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But at the same time,
we are really doctor visits and, PCP,

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we're actually partnering with,
with your GP to share

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the information, to send information
to them or get the information from them

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to give you the best treatment
you need at the moment

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when they might not be as much accessible
or may not be as much,

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you know, equipped to handle
that particular.

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Yeah, definitely.

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And, 
I think Barbara touched on that point,

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the establishment

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of the relationship, you know, to
some degree, like an emergency department.

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Yeah.

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Unlikely to have any relationship
when you provide

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a, but in the urgent care setting,
you know,

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we're probably going to be close
to where you live, you know, we'll work.

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And, something that we can see
your doctor, that you may have

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just a few providers
that you have become accustomed to,

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and they get to know you
and that changes things.

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It changes
the dynamics as well. Absolutely.

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And then I think one other thing
that we see a lot

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is patients don't come to us and
they don't have a primary care provider.

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So that relationship goes both ways
where we create a relationship

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with the patient.

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And we can also then guide them
towards a primary care provider

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that we believe
would be the best fit for them

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if they haven't been able
to find that on their own yet.

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And this has eventually,

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there are many situations
where of the 10,000

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plus that we have seen in the last
just one year,

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many of them are from patients
that are coming to us five times, ten

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times, 20 times in just one year,
because they have built that relationship.

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Trust us.

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They have come to like the providers and
sometimes they ask for the same provider.

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But can I come
and see that particular provider?

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That's so refreshing
and comforting to know

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that they are condition intensive
and getting the care they need.

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And, trying to definitely,

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I don't have much to add to that.

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No, I think, that that's that's great.

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It's a great example there too.

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And then there's also been situations
where we've caught things

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like for the first time, right.

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Patients come to us regularly
and we end up saying,

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hey, this is a third night,
third time you're being you've been here.

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And I notice that your blood pressure
is consistently high.

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So we might need to kind of address
that at at some point.

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So those are things
I think even from like a pressed

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by a provider perspective,
you can kind of see that trend.

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And that's easier.

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It makes it easier for you
to identify those conditions.

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So yeah, they did.

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They're definitely like,
I can definitely think of young males

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not having a primary care doctor.

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Right.

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Because who thinks they're going

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to get hurt or safe
when they're like 20 something years old,

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and then one day they're 50
something or 60 something and the doctor,

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and then you have these visits
where you haven't checked in with anyone.

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And, you know, things get noticed,
you know,

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I mean, ideally you'd have a health care
home, but,

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you know, we can definitely try
to pick things up and hopefully

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prevent them before
it becomes something truly problematic.

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Thinking about having a healthcare team,
what would be the steps towards that?

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What can I do?

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Okay, if I do this, this, this, this,
this, then I have a health care team.

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Perhaps the first step is to have a PCP,
really designed for yourself.

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And then what?

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And then I would say find an urgent care,

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because that's probably going to be
your second, your second home.

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I would say.

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And if you're a woman,
you should probably get it.

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Oh, by and of course, yes.

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But in general,

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it depends on what your individual needs
are, your age, your risk factors.

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But having a primary care,

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home as well as or you care,

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you could consider a second home
or an apartment.

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There you go.

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Your city apartment?

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Yeah.

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So have, PCP identified?

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Have a no. Did you?

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I and I didn't decide if you have kids,
but I also,

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have a long term
basis pediatrician to have that done.

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And then.

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And then,

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come to us for any urgent care

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needs or even advice and consult the
you can treat it.

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Or can we then send you back to the city,

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or for nutrition or maybe an,

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urgency room situation,
but having that relationship established

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with these entities will keep
you covered from the other can respect.

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Yeah.

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You know, sometimes,

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we don't speak about the, mental
health needs as well, but,

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you know, there's therapies
that are probably needed.

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Some providers and patients, like,
definitely for providers.

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I don't.

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All right,
so next time you need an urgent care

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or you need an urgent care home,
definitely look for something that's

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conveniently located to
you and has good hours.

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Obviously, we are always available for
our saving community or surrounding areas.

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We are at 354 Sawmill Road in West Haven.

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And thank you so much for listening today.

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And thank you for listening to us.

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So your health care team
that we covered the topic today

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does not have to be complicated,
but as long as they're connected

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and as long as you have,

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definition around it
and those relationships, you are way to go

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and take good care of your
and your family is done.

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We appreciate everybody
joining and listening.

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And thanks, Barbara and Felix, for your,

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advice and kind words and

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looking forward to the next episode
right here with you.

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Yeah. Thank you.