August 15, 2025 • 11 mins
How to Build a Great Healthcare Team | Urgent Care, PCPs & Specialists
Do You Have the Right Health Support? Building Your Medical Team
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:00):
Welcome back to Urgent Care Unscripted.
My name is Barbara Ronalter.
I'm the director of operationsand business
development for AFCUrgent Care, West Haven.
And this is Mohamed Saman and in honor
of the urgentcare in the statement and in the statement
No.
(00:21):
we'rehere to talk about an interesting topic,
building your own health care team.
Is something that you don't maybethink about it all the time until you're
in that situation.
Who is your teamthat cares and supports them?
Diagnosis and treats you at the moment?
Yeah, I think we get this question a lot.
Most peoplethink about their health care team.
(00:42):
They really just thinkabout their primary care provider.
But obviously, health careteam is a lot bigger than that.
And today we're going to welcomeFelix Pacheco, our medical director.
And, also a veteran er, physician
veteran makes you sound.
So he is all you are, a little old.
(01:04):
Me to be here.
And I really have enjoyed,and very proud to have worked with, Doctor
Pacheco for, for, for quite a while nowbecause he has helped us
shape, give us shape and structureand discipline and the outside
for how to build this clinicand build a team here.
(01:25):
And so I am really fortunateto have him here to join us.
Talk about a patient perspective.
I felt like a plasticsurgeon in that description.
I was going to say, don't let your headget too big there, please.
So let's start with the basics.
When we say health care team,what are we really talking about?
(01:48):
So if you think about every, piece and individual
and the people who surrounded ensuringthat they're healthy.
Yeah.
But, more and more, what we're seeing isthat it's not just a place
for a quick fix or, you know, a placewhere you come only when you are sick.
I mean, more and more patients want, to stay in touch with us
(02:11):
to build a relationship with usbefore anything unexpected, happens.
And and that and that helps themto get going with their life faster
than they could haveif they didn't have their business.
Definitely.
And I think,it touches on a couple of things.
Modern day needs
(02:32):
and timing of society jobs and being
and everything else that goes on.
You know, your individual needs
and technology has a fit and,primary care is often
thought of as the home of the healthcare home or the individual.
Right.
(02:52):
But then sometimesyou are away from home.
Can't get into the home.
It takes too long to get into the home,you know, think about all those reasons
and you have to think, okay, well,how can I satisfy
these needs that, you know, maybe, the,
the urgentand the way you want to be seen.
So because you have an illness,you don't feel well,
(03:15):
it could be the weekend, you know?
Yeah.
Or they're not open or, you know,
it's, you know, it's, they don't have space
because other people are sick as well,you know, think about, like, flu season
now everyone's sick and, primary careproviders will be busy then.
I mean, everyone's busy then, but,you want to have a team
(03:35):
because of the needsthat need to be addressed can vary.
And if you can't be seen by your primarycare doctor, then you have some of those.
Yeah, absolutely.
I think from an operational standpoint,I can definitely see a clear difference
when patients come to us and connect,not not only come to see us
like on a regular basis, not going,
(03:56):
not jumping from place to place,but also connects us
with their primary care providersand their cardiologists and whatever
other specialties they might be seeking,because we are able to build
a better assessment for the patient,knowing all that information
and also communicatewith the partners that we have.
I would I would consider primary careproviders, our partners,
(04:19):
same thing with specialists.
So I think it's very importantthat you have a home
and have a home in primary, butalso have a home in urgent care as well.
Yeah. And it's not like,we are replacing.
No. Yeah.
At the same time,we come with the X-ray machine,
we come with the GMC,
(04:40):
we come with all kinds of teststhat we can initiate, and then,
that you might not find so easily
accessible somewhere elseunless you go to an emergency.
But at the same time,we are really doctor visits and, PCP,
we're actually partnering with,with your GP to share
the information, to send informationto them or get the information from them
(05:05):
to give you the best treatmentyou need at the moment
when they might not be as much accessibleor may not be as much,
you know, equipped to handlethat particular.
Yeah, definitely.
And, I think Barbara touched on that point,
the establishment
of the relationship, you know, tosome degree, like an emergency department.
(05:27):
Yeah.
Unlikely to have any relationshipwhen you provide
a, but in the urgent care setting,you know,
we're probably going to be closeto where you live, you know, we'll work.
And, something that we can seeyour doctor, that you may have
just a few providersthat you have become accustomed to,
and they get to know youand that changes things.
(05:47):
It changesthe dynamics as well. Absolutely.
And then I think one other thingthat we see a lot
is patients don't come to us andthey don't have a primary care provider.
So that relationship goes both wayswhere we create a relationship
with the patient.
And we can also then guide themtowards a primary care provider
that we believewould be the best fit for them
(06:09):
if they haven't been ableto find that on their own yet.
And this has eventually,
there are many situationswhere of the 10,000
plus that we have seen in the lastjust one year,
many of them are from patientsthat are coming to us five times, ten
times, 20 times in just one year,because they have built that relationship.
(06:31):
Trust us.
They have come to like the providers andsometimes they ask for the same provider.
But can I comeand see that particular provider?
That's so refreshingand comforting to know
that they are condition intensiveand getting the care they need.
And, trying to definitely,
(06:54):
I don't have much to add to that.
No, I think, that that's that's great.
It's a great example there too.
And then there's also been situationswhere we've caught things
like for the first time, right.
Patients come to us regularlyand we end up saying,
hey, this is a third night,third time you're being you've been here.
And I notice that your blood pressureis consistently high.
(07:15):
So we might need to kind of addressthat at at some point.
So those are thingsI think even from like a pressed
by a provider perspective,you can kind of see that trend.
And that's easier.
It makes it easier for youto identify those conditions.
So yeah, they did.
They're definitely like,I can definitely think of young males
(07:36):
not having a primary care doctor.
Right.
Because who thinks they're going
to get hurt or safewhen they're like 20 something years old,
and then one day they're 50something or 60 something and the doctor,
and then you have these visitswhere you haven't checked in with anyone.
And, you know, things get noticed,you know,
I mean, ideally you'd have a health carehome, but,
(07:57):
you know, we can definitely tryto pick things up and hopefully
prevent them beforeit becomes something truly problematic.
Thinking about having a healthcare team,what would be the steps towards that?
What can I do?
Okay, if I do this, this, this, this,this, then I have a health care team.
Perhaps the first step is to have a PCP,really designed for yourself.
(08:22):
And then what?
And then I would say find an urgent care,
because that's probably going to beyour second, your second home.
I would say.
And if you're a woman,you should probably get it.
Oh, by and of course, yes.
But in general,
it depends on what your individual needsare, your age, your risk factors.
But having a primary care,
(08:42):
home as well as or you care,
you could consider a second homeor an apartment.
There you go.
Your city apartment?
Yeah.
So have, PCP identified?
Have a no. Did you?
I and I didn't decide if you have kids,but I also,
(09:03):
have a long termbasis pediatrician to have that done.
And then.
And then,
come to us for any urgent care
needs or even advice and consult theyou can treat it.
Or can we then send you back to the city,
or for nutrition or maybe an,
(09:24):
urgency room situation,but having that relationship established
with these entities will keepyou covered from the other can respect.
Yeah.
You know, sometimes,
we don't speak about the, mentalhealth needs as well, but,
you know, there's therapiesthat are probably needed.
Some providers and patients, like,definitely for providers.
(09:48):
I don't.
All right,so next time you need an urgent care
or you need an urgent care home,definitely look for something that's
conveniently located toyou and has good hours.
Obviously, we are always available forour saving community or surrounding areas.
We are at 354 Sawmill Road in West Haven.
(10:09):
And thank you so much for listening today.
And thank you for listening to us.
So your health care teamthat we covered the topic today
does not have to be complicated,but as long as they're connected
and as long as you have,
definition around itand those relationships, you are way to go
and take good care of yourand your family is done.
(10:31):
We appreciate everybodyjoining and listening.
And thanks, Barbara and Felix, for your,
advice and kind words and
looking forward to the next episoderight here with you.
Yeah. Thank you.
Welcome back to Urgent Care Unscripted.
My name is Barbara Ronalter.
I'm the director of operationsand business
development for AFCUrgent Care, West Haven.
And this is Mohamed Saman and in honor
of the urgentcare in the statement and in the statement
No.
(00:21):
we'rehere to talk about an interesting topic,
building your own health care team.
Is something that you don't maybethink about it all the time until you're
in that situation.
Who is your teamthat cares and supports them?
Diagnosis and treats you at the moment?
Yeah, I think we get this question a lot.
Most peoplethink about their health care team.
(00:42):
They really just thinkabout their primary care provider.
But obviously, health careteam is a lot bigger than that.
And today we're going to welcomeFelix Pacheco, our medical director.
And, also a veteran er, physician
veteran makes you sound.
So he is all you are, a little old.
(01:04):
Me to be here.
And I really have enjoyed,and very proud to have worked with, Doctor
Pacheco for, for, for quite a while nowbecause he has helped us
shape, give us shape and structureand discipline and the outside
for how to build this clinicand build a team here.
(01:25):
And so I am really fortunateto have him here to join us.
Talk about a patient perspective.
I felt like a plasticsurgeon in that description.
I was going to say, don't let your headget too big there, please.
So let's start with the basics.
When we say health care team,what are we really talking about?
(01:48):
So if you think about every, piece and individual
and the people who surrounded ensuringthat they're healthy.
Yeah.
But, more and more, what we're seeing isthat it's not just a place
for a quick fix or, you know, a placewhere you come only when you are sick.
I mean, more and more patients want, to stay in touch with us
(02:11):
to build a relationship with usbefore anything unexpected, happens.
And and that and that helps themto get going with their life faster
than they could haveif they didn't have their business.
Definitely.
And I think,it touches on a couple of things.
Modern day needs
(02:32):
and timing of society jobs and being
and everything else that goes on.
You know, your individual needs
and technology has a fit and,primary care is often
thought of as the home of the healthcare home or the individual.
Right.
(02:52):
But then sometimesyou are away from home.
Can't get into the home.
It takes too long to get into the home,you know, think about all those reasons
and you have to think, okay, well,how can I satisfy
these needs that, you know, maybe, the,
the urgentand the way you want to be seen.
So because you have an illness,you don't feel well,
(03:15):
it could be the weekend, you know?
Yeah.
Or they're not open or, you know,
it's, you know, it's, they don't have space
because other people are sick as well,you know, think about, like, flu season
now everyone's sick and, primary careproviders will be busy then.
I mean, everyone's busy then, but,you want to have a team
(03:35):
because of the needsthat need to be addressed can vary.
And if you can't be seen by your primarycare doctor, then you have some of those.
Yeah, absolutely.
I think from an operational standpoint,I can definitely see a clear difference
when patients come to us and connect,not not only come to see us
like on a regular basis, not going,
(03:56):
not jumping from place to place,but also connects us
with their primary care providersand their cardiologists and whatever
other specialties they might be seeking,because we are able to build
a better assessment for the patient,knowing all that information
and also communicatewith the partners that we have.
I would I would consider primary careproviders, our partners,
(04:19):
same thing with specialists.
So I think it's very importantthat you have a home
and have a home in primary, butalso have a home in urgent care as well.
Yeah. And it's not like,we are replacing.
No. Yeah.
At the same time,we come with the X-ray machine,
we come with the GMC,
(04:40):
we come with all kinds of teststhat we can initiate, and then,
that you might not find so easily
accessible somewhere elseunless you go to an emergency.
But at the same time,we are really doctor visits and, PCP,
we're actually partnering with,with your GP to share
the information, to send informationto them or get the information from them
(05:05):
to give you the best treatmentyou need at the moment
when they might not be as much accessibleor may not be as much,
you know, equipped to handlethat particular.
Yeah, definitely.
And, I think Barbara touched on that point,
the establishment
of the relationship, you know, tosome degree, like an emergency department.
(05:27):
Yeah.
Unlikely to have any relationshipwhen you provide
a, but in the urgent care setting,you know,
we're probably going to be closeto where you live, you know, we'll work.
And, something that we can seeyour doctor, that you may have
just a few providersthat you have become accustomed to,
and they get to know youand that changes things.
(05:47):
It changesthe dynamics as well. Absolutely.
And then I think one other thingthat we see a lot
is patients don't come to us andthey don't have a primary care provider.
So that relationship goes both wayswhere we create a relationship
with the patient.
And we can also then guide themtowards a primary care provider
that we believewould be the best fit for them
(06:09):
if they haven't been ableto find that on their own yet.
And this has eventually,
there are many situationswhere of the 10,000
plus that we have seen in the lastjust one year,
many of them are from patientsthat are coming to us five times, ten
times, 20 times in just one year,because they have built that relationship.
(06:31):
Trust us.
They have come to like the providers andsometimes they ask for the same provider.
But can I comeand see that particular provider?
That's so refreshingand comforting to know
that they are condition intensiveand getting the care they need.
And, trying to definitely,
(06:54):
I don't have much to add to that.
No, I think, that that's that's great.
It's a great example there too.
And then there's also been situationswhere we've caught things
like for the first time, right.
Patients come to us regularlyand we end up saying,
hey, this is a third night,third time you're being you've been here.
And I notice that your blood pressureis consistently high.
(07:15):
So we might need to kind of addressthat at at some point.
So those are thingsI think even from like a pressed
by a provider perspective,you can kind of see that trend.
And that's easier.
It makes it easier for youto identify those conditions.
So yeah, they did.
They're definitely like,I can definitely think of young males
(07:36):
not having a primary care doctor.
Right.
Because who thinks they're going
to get hurt or safewhen they're like 20 something years old,
and then one day they're 50something or 60 something and the doctor,
and then you have these visitswhere you haven't checked in with anyone.
And, you know, things get noticed,you know,
I mean, ideally you'd have a health carehome, but,
(07:57):
you know, we can definitely tryto pick things up and hopefully
prevent them beforeit becomes something truly problematic.
Thinking about having a healthcare team,what would be the steps towards that?
What can I do?
Okay, if I do this, this, this, this,this, then I have a health care team.
Perhaps the first step is to have a PCP,really designed for yourself.
(08:22):
And then what?
And then I would say find an urgent care,
because that's probably going to beyour second, your second home.
I would say.
And if you're a woman,you should probably get it.
Oh, by and of course, yes.
But in general,
it depends on what your individual needsare, your age, your risk factors.
But having a primary care,
(08:42):
home as well as or you care,
you could consider a second homeor an apartment.
There you go.
Your city apartment?
Yeah.
So have, PCP identified?
Have a no. Did you?
I and I didn't decide if you have kids,but I also,
(09:03):
have a long termbasis pediatrician to have that done.
And then.
And then,
come to us for any urgent care
needs or even advice and consult theyou can treat it.
Or can we then send you back to the city,
or for nutrition or maybe an,
(09:24):
urgency room situation,but having that relationship established
with these entities will keepyou covered from the other can respect.
Yeah.
You know, sometimes,
we don't speak about the, mentalhealth needs as well, but,
you know, there's therapiesthat are probably needed.
Some providers and patients, like,definitely for providers.
(09:48):
I don't.
All right,so next time you need an urgent care
or you need an urgent care home,definitely look for something that's
conveniently located toyou and has good hours.
Obviously, we are always available forour saving community or surrounding areas.
We are at 354 Sawmill Road in West Haven.
(10:09):
And thank you so much for listening today.
And thank you for listening to us.
So your health care teamthat we covered the topic today
does not have to be complicated,but as long as they're connected
and as long as you have,
definition around itand those relationships, you are way to go
and take good care of yourand your family is done.
(10:31):
We appreciate everybodyjoining and listening.
And thanks, Barbara and Felix, for your,
advice and kind words and
looking forward to the next episoderight here with you.
Yeah. Thank you.
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