1. Component 1: Introduction to Health Care and Public Health in the U.S. Unit 3: Delivering Healthcare (Part 2) Organization Of Primary Care Clinics

2. 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 Component 1 / Unit 3 Health IT Workforce Curriculum Version 1.0/Fall 20102

3. The Patient Experience 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 Component 1 / Unit 3 Health IT Workforce Curriculum Version 1.0/Fall 20103

4. The Patient Experience 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 Component 1 / Unit 3 Health IT Workforce Curriculum Version 1.0/Fall 20104

5. The Patient Experience 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) Component 1 / Unit 3 Health IT Workforce Curriculum Version 1.0/Fall 20105

6. The Patient Experience 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% Component 1 / Unit 3 Health IT Workforce Curriculum Version 1.0/Fall 20106

7. The Patient Experience 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 Component 1 / Unit 3 Health IT Workforce Curriculum Version 1.0/Fall 20107

8. The Patient Experience 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 Component 1 / Unit 3 Health IT Workforce Curriculum Version 1.0/Fall 20108

9. The Patient Experience 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 Component 1 / Unit 3 Health IT Workforce Curriculum Version 1.0/Fall 20109

10. The Patient Experience 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) Component 1 / Unit 3 Health IT Workforce Curriculum Version 1.0/Fall 201010

11. The Patient Experience 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) Component 1 / Unit 3 Health IT Workforce Curriculum Version 1.0/Fall 201011

12. The Patient Experience 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 Component 1 / Unit 3 Health IT Workforce Curriculum Version 1.0/Fall 201012

13. End of Component 1, Unit 3