Pandemic-Related Changes
According to Carpenter, often smaller independent practices are in a better position to make quick adjustments in the moment. “During the pandemic, when things were popping up so quickly, being a smaller clinic allowed us much greater flexibility to pivot what we were doing to accommodate our patients’ needs. In Vermont, the schools had very strict protocols regarding returning to school after COVID or COVID-like symptoms. We were pummeled with calls and triage. We were able to work with PCC to order requisitions, making it much easier to triage quickly and send patients to another facility for testing. Because we are smaller, we were able to make quality improvements in hours or days instead of weeks like it might take in a larger setting.”
According to Lennstrom, there were temporary culture shifts brought on by the flurry of activity during the pandemic. “Back when I started, we had a great deal of camaraderie, with regular staff parties. Over time, as the practice grew larger, the faces in the clinic changed, and the attendance at special events began to wane. During the pandemic, it got worse. After being there now for as long as I have, I have been there longer than any of the doctors,” Lennstrom laughed. “Things have changed a bit since the beginning of the pandemic, but still the sense of family here is much more than I ever experienced in the hospital setting.”
The pandemic brought difficulties that required a team effort from clinic staff to overcome. “Even before the pandemic, we had to extend our hours to provide the appointment times our families needed and to stay competitive with other local pediatric clinics,” stated Lennstrom. “However, once the pandemic began, some nurses on staff were furloughed and the remaining nurses had to be flexible with their hours to meet patient needs.”
Hiring enough staff was a challenge even before the pandemic, but since 2020, it has become even harder. “Sometimes it seems like a rotating door. Young nurses come to us for training, then leave, often for better pay at a large healthcare system. However, when you do that, there is a loss of autonomy, and a loss of stronger relationships between the staff and with our families. Multiple generations have brought their children here. We get to know the parents, grandparents, and children. You just can’t put a price tag on that.”