August 22, 2025 • 11 mins
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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.
I'm Barbara Ronalter,the director of operations
and business development for AFCUrgent Care in West Haven.
And this is Mohamed Zaman.
I am the franchisee and owner of the AFCUrgent Care in this haven.
No.
(00:20):
Today, we are here to talk about
the most common questions that I hearfrom the patients at our clinic.
So I'll start with the first question.
Do I need an appointmentor do you accept walk-ins.
So both are okayat our urgent care clinic?
Thankfully.
But, if you do, do make an appointmentthat just saves.
(00:41):
You know, sometimes
that's some time you can completesome of the paperwork online
and upload the documents, and your visitwill be more efficient, a little faster.
Typically, we see more people doing it,making the appointment ahead of time.
But both.
Yeah, absolutely.
Next question we have isdo you have onsite
(01:01):
laboratory servicesand what tests can you perform.
So this is, a broad question.
So, yes, we do have a few teststhat we can perform on site.
Some of those tests include Covid,RSV, flu, strep.
Urine analysis is to check your urine.
(01:21):
We can do, glucose check.
And I feel like I'm missingone strep test as well.
And mono. Oh. Need to check your iron.
So those are a few of the teststhat we can do within the clinic.
That means you're going to comein, you're going to get tested,
and we'll get you the resultswithin 15 20 minutes.
(01:42):
Now, the other tests that we can do
is everything elsethat gets sent to the laboratory.
So within our clinic, we draw blood.
We can do, other like STD testing.
So vaginal swabs and urine tests, andwe can send those to the lab for testing.
Those results typically takeabout 48 hours to come back.
(02:04):
Some tests can take a little bit longer.
Some tests are faster.
Definitelycall us to find out the timeline.
We can definitely tell you thatahead of time if you have any questions.
But we can do all of those tests andwe'll get the results as soon as possible.
Amazing.
So those are about the common questionsabout test.
We often also hear from the patientsare you and what are your
(02:26):
operating hoursand what are your hours for that weekend.
So guys we are open seven days a weekand typically on weekdays we open 8 to 8.
Simple,
8 a.m.
to 8 p.m.
weekends we are open 8 a.m. to 6 p.m.
and even for major, most of the majorholidays, we typically try to stay open.
(02:47):
There are just a handful of exceptions.
Other than that, we are openmore or less the year round.
Yep. Absolutely.
And you can always call
and if you have any questions about that,you can call us to find out if are open.
You can check Google.
We update our hours on there religiously.
So if you are having a questionabout a holiday you can check there.
(03:08):
And you can also check our websitefor the hours.
Next question that we have is
what measures are in place to ensurepatient privacy and confidentiality?
We talked a little bit about thisin one of the previous episodes.
So one of the big things that we do iswe try to do all of our check ins online.
(03:28):
So patients are ableto do all of their paperwork
and information right on their phones.
That way there is no paper mix up.
There's no, you know, informationthat gets Miss Mis written.
I think a lot of times
when patients are writing on a pieceof paper, it's really easy for our staff
to not be able to read the handwritingand put the wrong date of birth.
(03:50):
Then that can get mixed upwith a different patient.
So we try to make sure that that'sbeing done.
Online, all of our servicesonline are secured and HIPAA compliant.
So we know that there's no informationthat's going to get mixed up
or, get, mixed with other patients.
Thank you. Bye, Brad.
And we often hear from patientswhat is the typical
(04:13):
wait time, for a patient.
So this is quite important for us.
I know for most of the patients, it'snot all patients visiting urgent care.
In general, this is a very important and,
something that we prioritizeto make sure that is as low as possible.
But typically, patients are coming inand going out between 50
to 45 minutes, depending uponwhat kind of service.
(04:35):
And so you get the service you need,
but it varies between 50 to 45.
Yeah, absolutely. That's door to door.
That means you come in and you get outwithin 45 minutes typically.
And I think we mentioned thisin a previous episode as well.
So if you schedule online, that tends
to keep your wait timein the waiting room, faster.
(04:55):
So you don't have to wait as long.
Next question we haveis do we offer extra services
and who interprets the results?
That's a really good question.
So yes, we do have extra on site.
We have extra at least five days
a week and most Saturdays as well.
We have, great X-ray tags.
(05:17):
They are amazing.
You'll get to meet them rightwhen you come into the clinic.
They're usually at the front deskand the results get, preliminary.
Preliminary read by our providersthat are on site,
and we get a final confirmationread from a radiologist
that is working remotelythat really comes back,
that comes backpretty fast within 30 minutes or so.
(05:41):
And you have the option to either way atthe clinic for those results to come back.
Or you can go homeand we'll call you with the results.
And then oftentimeswe also hear from patients,
who am I gonna be seen by allwho is treating me?
So the answer tothe question is quite simple.
We have a physicianwho also happens to be in the ICU,
(06:02):
and you could be seenby the physician themselves,
or you could be seenby our physician assistant,
or you could be seen by a nursepractitioner in any of those situations,
we ensure that the providerthat's treating you
has significant and urgent carerelated experience.
That's a promise from us.
(06:22):
And, let's take that urgent care to,all of our patients. Yep.
Can we manage chronic conditionsor refill medications in our office?
The answer is yes.
We typically, like we mentionedin another episode, we can do preventative
care at the urgent care,we are able to do refills on medications.
We do recommend thatyou seek a primary care physician,
(06:46):
just to continue that, care and continuethat, medication.
But we can do refillsand we can, manage a short term
for chronic medicate,chronic conditions, short term.
And,
oftentimes, there are a lot of familiesaround, West Haven.
It's a beautiful community.
And the parents would like to know thatwe can treat the kids, babies and infants.
(07:10):
Do we have pediatricians on site?
So yes, we we are trained,the providers are trained to see patients.
Six months at, all the way.
But yes, we do not have a pediatrician.
Our providers are deeply trainedto take care of anyone.
Six months.
Yep. Absolutely.
And, the next question that we have is,do you provide
(07:32):
vaccinations and immunizations?
So the answer is yes and no.
Unfortunately, most insurance companies,
do not cover vaccines in an urgent care.
They do like to go to your primary caredoctor or pharmacy to get that done.
But on the other side, we we do havethose vaccines within our office.
we can definitely provide that to you
(07:54):
at a self-pay rate,which is we usually have our pricing.
It's really competitive and really goodif you are, if you need to go that route.
We also offer themfor our immigration patients.
So if you're coming in for an immigrationphysical and need a vaccine,
we can definitely get that for you againat a discounted rate
So the next question is do you providefollow up
(08:15):
care or referrals to the specialistif needed?
Yes, we do.
So if you're seen by and or by usand you need a specialist, we do give you
we will give you a referralfor a specialist to be seen.
That referral could be on paper,
but we also faxthat over to the specialist
so they can call you andschedule that appointment.
(08:35):
And one
question is like, patients want to providefeedback.
Patients actually want us to, improve.
How do we how do you providehow can I provide feedback to the clinic?
And what happens oncethey have provided feedback.
So the best way to provide feedbacknowadays is through Google reviews.
Obviously you can calland tell us about your experience.
(08:56):
You can give us advice, suggestions.
That's always welcome.
But overwhelming number of feedback.
So, you know,we take every interview very seriously.
And as you will, notice on our reviewor any urgent care review,
there is a common thread therein terms of patient's expectations,
which we then take seriouslyand try to implement.
(09:17):
Cleanliness is a big expectation.
Time to, how long is it taken for?
Your visit is a big expectation.
How am I being treatedor addressed at the clinic?
Come friendly are are the staff and, teammembers is also being expectation.
All of those.
We are very strictand try to continuously improve.
(09:38):
On the other hand,
billing concerns and questions about costis also a concern for patients.
We take that also.
And I think I believe personallythat communication
is the key when this kind of cancerthat does not arise every day,
we have seen so far in just about oneyear, 10,000 plus patient visits,
and there are a handful of situationswhere we have seen this happen.
(10:01):
Communication was the key to solvingthose issues and addressing the patients
so that those patientscontinue to come to us and they treat it.
So so that's how we, typicallyaddress that feedback, some,
questions.
Yeah, absolutely. And it makes us better.
That's we want to improve. Right.
Nobody's perfect.
And feedbackjust helps us further next patient.
(10:22):
And we appreciate that. We appreciate itvery much.
Thank you so much for joining us today.
That was it for our questions.
If you do have more questionsthat you want us to answer later on,
maybe next season, you can email us at,if, sorry.
West Haven teams at AFC Urgent care.com.
We'll put it in.
(10:42):
We'll put the email for you in the videoso you can email us
a thank you from, Mohamed and Barbara for watching results.
And we welcomeyou to, watch our service again in future.
This is as you know, it's interestingwhen I run out or thank you so much
for joining us this season,and we look forward to coming back.
(11:04):
Thank you, thank you.
Welcome back to Urgent Care Unscripted.
I'm Barbara Ronalter,the director of operations
and business development for AFCUrgent Care in West Haven.
And this is Mohamed Zaman.
I am the franchisee and owner of the AFCUrgent Care in this haven.
No.
(00:20):
Today, we are here to talk about
the most common questions that I hearfrom the patients at our clinic.
So I'll start with the first question.
Do I need an appointmentor do you accept walk-ins.
So both are okayat our urgent care clinic?
Thankfully.
But, if you do, do make an appointmentthat just saves.
(00:41):
You know, sometimes
that's some time you can completesome of the paperwork online
and upload the documents, and your visitwill be more efficient, a little faster.
Typically, we see more people doing it,making the appointment ahead of time.
But both.
Yeah, absolutely.
Next question we have isdo you have onsite
(01:01):
laboratory servicesand what tests can you perform.
So this is, a broad question.
So, yes, we do have a few teststhat we can perform on site.
Some of those tests include Covid,RSV, flu, strep.
Urine analysis is to check your urine.
(01:21):
We can do, glucose check.
And I feel like I'm missingone strep test as well.
And mono. Oh. Need to check your iron.
So those are a few of the teststhat we can do within the clinic.
That means you're going to comein, you're going to get tested,
and we'll get you the resultswithin 15 20 minutes.
(01:42):
Now, the other tests that we can do
is everything elsethat gets sent to the laboratory.
So within our clinic, we draw blood.
We can do, other like STD testing.
So vaginal swabs and urine tests, andwe can send those to the lab for testing.
Those results typically takeabout 48 hours to come back.
(02:04):
Some tests can take a little bit longer.
Some tests are faster.
Definitelycall us to find out the timeline.
We can definitely tell you thatahead of time if you have any questions.
But we can do all of those tests andwe'll get the results as soon as possible.
Amazing.
So those are about the common questionsabout test.
We often also hear from the patientsare you and what are your
(02:26):
operating hoursand what are your hours for that weekend.
So guys we are open seven days a weekand typically on weekdays we open 8 to 8.
Simple,
8 a.m.
to 8 p.m.
weekends we are open 8 a.m. to 6 p.m.
and even for major, most of the majorholidays, we typically try to stay open.
(02:47):
There are just a handful of exceptions.
Other than that, we are openmore or less the year round.
Yep. Absolutely.
And you can always call
and if you have any questions about that,you can call us to find out if are open.
You can check Google.
We update our hours on there religiously.
So if you are having a questionabout a holiday you can check there.
(03:08):
And you can also check our websitefor the hours.
Next question that we have is
what measures are in place to ensurepatient privacy and confidentiality?
We talked a little bit about thisin one of the previous episodes.
So one of the big things that we do iswe try to do all of our check ins online.
(03:28):
So patients are ableto do all of their paperwork
and information right on their phones.
That way there is no paper mix up.
There's no, you know, informationthat gets Miss Mis written.
I think a lot of times
when patients are writing on a pieceof paper, it's really easy for our staff
to not be able to read the handwritingand put the wrong date of birth.
(03:50):
Then that can get mixed upwith a different patient.
So we try to make sure that that'sbeing done.
Online, all of our servicesonline are secured and HIPAA compliant.
So we know that there's no informationthat's going to get mixed up
or, get, mixed with other patients.
Thank you. Bye, Brad.
And we often hear from patientswhat is the typical
(04:13):
wait time, for a patient.
So this is quite important for us.
I know for most of the patients, it'snot all patients visiting urgent care.
In general, this is a very important and,
something that we prioritizeto make sure that is as low as possible.
But typically, patients are coming inand going out between 50
to 45 minutes, depending uponwhat kind of service.
(04:35):
And so you get the service you need,
but it varies between 50 to 45.
Yeah, absolutely. That's door to door.
That means you come in and you get outwithin 45 minutes typically.
And I think we mentioned thisin a previous episode as well.
So if you schedule online, that tends
to keep your wait timein the waiting room, faster.
(04:55):
So you don't have to wait as long.
Next question we haveis do we offer extra services
and who interprets the results?
That's a really good question.
So yes, we do have extra on site.
We have extra at least five days
a week and most Saturdays as well.
We have, great X-ray tags.
(05:17):
They are amazing.
You'll get to meet them rightwhen you come into the clinic.
They're usually at the front deskand the results get, preliminary.
Preliminary read by our providersthat are on site,
and we get a final confirmationread from a radiologist
that is working remotelythat really comes back,
that comes backpretty fast within 30 minutes or so.
(05:41):
And you have the option to either way atthe clinic for those results to come back.
Or you can go homeand we'll call you with the results.
And then oftentimeswe also hear from patients,
who am I gonna be seen by allwho is treating me?
So the answer tothe question is quite simple.
We have a physicianwho also happens to be in the ICU,
(06:02):
and you could be seenby the physician themselves,
or you could be seenby our physician assistant,
or you could be seen by a nursepractitioner in any of those situations,
we ensure that the providerthat's treating you
has significant and urgent carerelated experience.
That's a promise from us.
(06:22):
And, let's take that urgent care to,all of our patients. Yep.
Can we manage chronic conditionsor refill medications in our office?
The answer is yes.
We typically, like we mentionedin another episode, we can do preventative
care at the urgent care,we are able to do refills on medications.
We do recommend thatyou seek a primary care physician,
(06:46):
just to continue that, care and continuethat, medication.
But we can do refillsand we can, manage a short term
for chronic medicate,chronic conditions, short term.
And,
oftentimes, there are a lot of familiesaround, West Haven.
It's a beautiful community.
And the parents would like to know thatwe can treat the kids, babies and infants.
(07:10):
Do we have pediatricians on site?
So yes, we we are trained,the providers are trained to see patients.
Six months at, all the way.
But yes, we do not have a pediatrician.
Our providers are deeply trainedto take care of anyone.
Six months.
Yep. Absolutely.
And, the next question that we have is,do you provide
(07:32):
vaccinations and immunizations?
So the answer is yes and no.
Unfortunately, most insurance companies,
do not cover vaccines in an urgent care.
They do like to go to your primary caredoctor or pharmacy to get that done.
But on the other side, we we do havethose vaccines within our office.
we can definitely provide that to you
(07:54):
at a self-pay rate,which is we usually have our pricing.
It's really competitive and really goodif you are, if you need to go that route.
We also offer themfor our immigration patients.
So if you're coming in for an immigrationphysical and need a vaccine,
we can definitely get that for you againat a discounted rate
So the next question is do you providefollow up
(08:15):
care or referrals to the specialistif needed?
Yes, we do.
So if you're seen by and or by usand you need a specialist, we do give you
we will give you a referralfor a specialist to be seen.
That referral could be on paper,
but we also faxthat over to the specialist
so they can call you andschedule that appointment.
(08:35):
And one
question is like, patients want to providefeedback.
Patients actually want us to, improve.
How do we how do you providehow can I provide feedback to the clinic?
And what happens oncethey have provided feedback.
So the best way to provide feedbacknowadays is through Google reviews.
Obviously you can calland tell us about your experience.
(08:56):
You can give us advice, suggestions.
That's always welcome.
But overwhelming number of feedback.
So, you know,we take every interview very seriously.
And as you will, notice on our reviewor any urgent care review,
there is a common thread therein terms of patient's expectations,
which we then take seriouslyand try to implement.
(09:17):
Cleanliness is a big expectation.
Time to, how long is it taken for?
Your visit is a big expectation.
How am I being treatedor addressed at the clinic?
Come friendly are are the staff and, teammembers is also being expectation.
All of those.
We are very strictand try to continuously improve.
(09:38):
On the other hand,
billing concerns and questions about costis also a concern for patients.
We take that also.
And I think I believe personallythat communication
is the key when this kind of cancerthat does not arise every day,
we have seen so far in just about oneyear, 10,000 plus patient visits,
and there are a handful of situationswhere we have seen this happen.
(10:01):
Communication was the key to solvingthose issues and addressing the patients
so that those patientscontinue to come to us and they treat it.
So so that's how we, typicallyaddress that feedback, some,
questions.
Yeah, absolutely. And it makes us better.
That's we want to improve. Right.
Nobody's perfect.
And feedbackjust helps us further next patient.
(10:22):
And we appreciate that. We appreciate itvery much.
Thank you so much for joining us today.
That was it for our questions.
If you do have more questionsthat you want us to answer later on,
maybe next season, you can email us at,if, sorry.
West Haven teams at AFC Urgent care.com.
We'll put it in.
(10:42):
We'll put the email for you in the videoso you can email us
a thank you from, Mohamed and Barbara for watching results.
And we welcomeyou to, watch our service again in future.
This is as you know, it's interestingwhen I run out or thank you so much
for joining us this season,and we look forward to coming back.
(11:04):
Thank you, thank you.
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