Organization of Primary Care Clinics

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1 Component 1: Introduction to Health Care and Public Health in the U.S. 1.3: Unit 3: Delivering Healthcare (Part 2) 1.3e: Organization Of Primary Care Clinics Organization of Primary Care Clinics Organization of primary care clinics usually revolves around two axes The provider physician, nurse practitioner, or physician assistant The patient 2 The Front Office Receptionist often the first point of contact for the patient Scheduler makes appointments for patients Greeter some larger clinics have personnel who can help patients find the appropriate areas for their care 3 1

2 The Front Office Patient Navigator helps patients navigate the complex maze of medical care Clinic Manager administrator for the office, responsible for clinic activities. May have additional personnel to help administer the clinic 4 Medical Assistant certified healthcare assistants who performs minor clinical or clerical work usually the first clinical point of contact for patients in outpatient offices rooms patients, obtains the vital statistics and chief complaint (in some offices may obtain additional information) 5 Provider - physicians, nurses, physician assistants, or nurse practitioners, who address the patient s clinical issues Providers typically have a predetermined schedule of appointments for their day However, they don t spend all their time in direct patient care One study suggested face-to-face time for family practice physicians with patients is typically around 55% 6 2

3 What do physicians do when they are not seeing patients? Reviewing charts Fielding telephone calls Reviewing test results, correspondence Answering questions from staff about patient care Consulting with other physicians about patients Completing forms Other work 7 The patient may also visit with other members of the clinical team Care management coordinator helps with referrals, tests, insurance pre-approvals Pharmacist acts as a pharmacological resource for patients In some clinics manages medications for chronic illnesses or dosing protocols for blood thinners such as warfarin 8 Dietician / Diabetes educator helps patients with specific dietary interventions Social Worker assists with social issues Counselor usually for mental health issues, also assists with patients psychosocial issues In many communities there is an acute shortage of mental health services, counselors may coordinate with the primary care provider for mental health care 9 3

4 The Back Office Triage Nurse takes phone calls, problemsolves issues for patients, and refers complex issues to the physician Back-office Medical Assistants in some offices Medical Assistants take on multiple roles (telephone triage, referral coordination, point-of-care procedures) 10 The Back Office Coders and billers codes to delineate diagnoses and levels of care are interpreted by billers/coders Insurance Specialists / Referral Coordinators simplify the referrals process for patients Housekeeping Services (including disposal of sensitive patient-related information and medical wastes) 11 Laboratory And Diagnostic Testing Patient may meet specialized ancillary staff such as radiology and laboratory technicians nuclear medicine technicians sonographers Other ancillary service providers physical and occupational therapists speech therapists emergency medical technicians and paramedics 12 4

5 End of Component 1, Unit 3 5

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