Transcript Introduction to Health Care and Public Health in the US Unit 3

Component 1: Introduction to
Health Care and Public Health
in the U.S.
Unit 3: Delivering Healthcare (Part 2)
Organization Of Primary Care Clinics
Organization of primary care clinics usually
revolves around two axes
 The provider
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◦ physician, nurse practitioner, or physician assistant
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The patient
Organization of Primary Care
Clinics
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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
The Patient Experience
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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
The Patient Experience
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The Clinical Team
◦ 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)
The Patient Experience
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The Clinical Team
◦ 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%
The Patient Experience
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What do physicians do when they are not
seeing patients?
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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
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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
The Patient Experience
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The Clinical Team
◦ 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
The Patient Experience
Component 1 / Unit 3
Health IT Workforce Curriculum
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The Back Office
◦ Triage Nurse – takes phone calls, problem-solves
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)
The Patient Experience
Component 1 / Unit 3
Health IT Workforce Curriculum
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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)
The Patient Experience
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Laboratory And Diagnostic Testing
◦ Patient may meet specialized ancillary staff such as
 radiology and laboratory technicians
 nuclear medicine technicians
 sonographers
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Other ancillary service providers
• physical and occupational therapists
• speech therapists
• emergency medical technicians and paramedics
The Patient Experience
Component 1 / Unit 3
Health IT Workforce Curriculum
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End of Component 1,
Unit 3