Urgent Care Unscripted

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

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

and business development for AFC
Urgent Care in West Haven.

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

Thank you Barbara.
And my name is Muhammad Salaam.

I am the franchisee
and owner of the Urgent Care

in West Haven.

This, health care related,

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

We wanted to, address
head on some of the critical

and most common of questions
related to your health care

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

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

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

that might be a little bit unclear
for patients.

And we're going to cover,
things like insurances

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

We're going to talk a little bit
about immigration

physicals and, and much more during,
the series.

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

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

that you can ever have in life? Right.

And then when you are sick
and you are compromised

mentally or compromised physically,
then the cost is involved.

Yeah. Families are involved
in some situations.

And then you have many different choices
to go,

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

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

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

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

Make it as simple as possible
for the most common questions

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

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

Absolutely. And I think that

it can be very

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

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

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

We know that some confusion
can lead to mistrust,

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

between our bridging care
and our community.

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

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

that said, it's about two things.

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

and having that communication
between the patient and us.

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

And we want to we want to reach out.

We want to serve the community.

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

we want to give back
when information is a big,

big weapon
in terms of your path to recovery.

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

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

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

Yeah.

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

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

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

I was in supply chain
running, organization supply

chain, for, for large companies.

I had large teams working, for me.

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

always serve people
and use my skills and knowledge

of managing people
and leading people to serve.

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

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

way to really, achieve that, that,

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

where we can apply, sense of, quality

sense of service
and reaching out to people.

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

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

Yeah.

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

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

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

care operations for a little over
eight years now.

I started my career
fully with the full intention of

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

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

I, I just wanted to make things
more efficient,

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

because I understand that
when you have a happy staff,

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

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

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

for everybody that's involved.

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

And we are so lucky to have Barbara here.

Her mentality, her,

core training in process

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

patients want, smooth flow

and process
that they can expect when they walk in.

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

And that's where Barbara is at her best.

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

predictable, is, is constant. And

and along with that, I come in

with the desire
and with the ambition to serve people,

and make sure that everybody's food,
that equally

everybody
is getting the best attention they need.

And there is a certain standard of quality
that in healthcare

is kind of non-negotiable.

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

So we had a great team
from those two perspectives.

Her skills in establishing the process
and our desire

and ambition
to maintain quality of service

and then expand on it
and make sure that ultimately distributed

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

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

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

So you guys know that you have

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

And over the course of next, multiple

episodes
will be covering multitude of cockpits.

Sometimes patients come in and get treated
and still feel like

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

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

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

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

What if I get a blood spit?

What if I get denied service?
What happens?

What if I lost my insurance card?

So these kind of questions,

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

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

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

or mentally challenged
and you need some service.

And, those questions are answered
ahead of that happening.

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

We understand that

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

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

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

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

that are submitted by the audience
and our listeners, so

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

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

get that

information after the episode as well.

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

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

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

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

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

in that insurance expert
when it comes to legal matters.

Moving in.

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

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

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

So if you are interested in that, follow
subscribe.

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

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

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

in our future episodes.

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

And with me is

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

Thank you.