HomeWhat's NewThe Patient's Point of ViewA true story: "Help when I needed it"

"Help when I needed it"
An (unfortunately) true story

A few too many minutes on hold and a two-week wait for an appointment to address a UTI don't meet a suffering patient's need and ends up driving her into the arms of a retail clinic. This personal narrative highlights the nexus between patient-centered care and advanced access and clearly illustrates why implementing the TransforMED Patient-Centered Medical Home Model advanced access scheduling component is a critical aspect of providing patient-centered care.

"I was in the middle of a meeting when I began feeling symptoms that I recognized as a urinary tract infection. As soon as we took a break, I called my family physician. They put me on hold. As I waited I got to thinking: My doctor's office won't even update my allergy medicine over the phone, so I sincerely doubted they would prescribe medicine for a urinary tract infection over the phone... And regardless of the fact that I was in pain, I had a day of meetings lined up...I realized I just didn't have time to drive the 30 minutes to his office. So I hung up and I tried my OB/GYN. They said it would be two weeks before I could get in to see my doctor, but they did offer to have the nurse call me later that afternoon.

"Frustrated, I decided to run over to the drugstore to get some over the counter medicine to at least help me feel better, so I could make it through my meetings. And there was a clinic, right there in the drugstore.

"They were open, available, saw me, diagnosed a urinary tract infection, and prescribed medicine that I walked over and had filled at the pharmacy, on the spot. The whole thing cost about $50 for the visit and the medicine. It took about 30-40 minutes and I was back on the job. I didn't miss one meeting.

"It was all streamlined and flexible and seemed to work very well. A few days later, I even received a get-well card from the nurse who saw me. And when I later visited my doctor, he said he had received a notice that I had been seen by them.

"I really like my Family Medicine doctor, and prefer to see him whenever I have a problem. However, due to my work schedule and location, it can be impossible. I wish he was comfortable with renewing common prescriptions over the phone and would provide a way to stay connected in ways other than face-to-face visits. I wouldn't mind paying for these services – it would be worth it."

Name Witheld By Request

As this story illustrates, retail clinics are a major concern for practicing Family Physicians. As TransforMED CEO Dr. Terry McGeeney pointed out in a recent CEO Report, the way to deal with them effectively is clear: provide more comprehensive and accessible services and better care for patients. The TransforMED Patient-Centered Medical Home Model provides a roadmap to do just that.

Interested in reading about one NDP practice's successful implementation of Advanced Access? Read A Conversation with...Dr. Melissa Gerdes of Trinity Whitehouse Clinic.