TY - JOUR T1 - The Critical Role of Clerks in the Patient-Centered Medical Home. AU - Solimeo,Samantha L, AU - Stewart,Greg L, AU - Rosenthal,Gary E, PY - 2015/09/08/received PY - 2016/02/09/accepted PY - 2016/7/13/entrez PY - 2016/7/13/pubmed PY - 2017/11/7/medline KW - implementation KW - patient-centered medical home KW - primary care KW - receptionists KW - team-based care SP - 377 EP - 9 JF - Annals of family medicine JO - Ann Fam Med VL - 14 IS - 4 N2 - Research evaluating the effectiveness, function, and implementation of patient-centered medical homes (PCMHs) has found major socioprofessional transformations and contributions of primary care physicians and, to a lesser degree, nurses. Our longitudinal ethnographic research with teams implementing PCMH in Veterans Health Administration (VHA) primary care identifies the important but largely underutilized contributions of clerks to PCMH outcomes. Although the relationship of high-performing clerical staff to patient satisfaction is widely acknowledged, PCMH can be further enhanced by enabling clerks to use administrative tasks as conduits for investing in long-term personalized relationships with patients that foster trust in the PCMH and the broader health care organization. Such relationships are engendered through the care-coordination activities clerks perform, which may be bolstered by organizational investment in clerks as skilled health care team members. SN - 1544-1717 UR - https://www.unboundmedicine.com/medline/citation/27401428/The_Critical_Role_of_Clerks_in_the_Patient_Centered_Medical_Home_ DB - PRIME DP - Unbound Medicine ER -