State of the GSCC - September 2025
GSCC Team,
I said this last month, but I want to keep repeating it until we all believe it!!! GSCC is not just a health center — it’s a mission field, a team of people who show up every day to serve with heart. In the past 30 days, you’ve welcomed new staff, adapted to big changes in operations, and kept giving your best to our patients. This update celebrates those wins, shares the challenges we’re facing, and looks at the road ahead — because every one of you matters in what we’re building.
At GSCC, we’re building more than a clinic — we’re a community health center creating a model of care where every patient feels known, cared for, and supported in every part of their health journey. That means providers with the time and support to focus on the root causes of illness, not just symptoms. It means care managers, behavioral health, dental, and pharmacy and all the support staff working together so patients don’t feel lost in the system. It means proactive care — wellness visits, recalls, care plans, and follow-up — so patients are healthier long before a crisis hits. It means tackling the real barriers people face, like transportation, cost, food, or housing, so care is practical and doable. It means pharmacies that close the loop and keep prescriptions affordable and all of you ensuring patients are connected to their care team. And it means building a team culture where people grow, develop, and lead with flexibility, resilience, respect and heart. Patient care isn’t just what happens in an exam room. It’s built by every department — clinical, admin, finance, IT, facilities, and beyond. Every role is part of the chain that makes excellent care possible. Together, we are proving that community healthcare can deliver excellence, innovation, and sustainability — and that average care ends here.
— and we do all of it because our patients matter!
Patient Care & Quality
Care Management Model: We welcomed two new RN Care Managers (Savannah and Sara) in September, with a third position still open. This gets us closer to our goal of one RNCM per 2 providers. Our Care Managers are ramping up care plans, Annual Wellness Visits, and pre-visit prep.
Cycle Time – September 2025 (goal of </= 60 minutes)
POD A: 98 minutes (average across 772 visits)
POD B: 81 minutes (average across 490 visits)
12th Street: 88 minutes (average across 814 visits)
Bloom: 423 minutes (average across 464 visits)
Overall weighted cycle time: 151 minutes (across ~2,540 visits) Key insight: Bloom continues to drive the overall average upward — despite seeing fewer patients, it accounts for a large share of total minutes. We are looking into what may be extending Bloom’s cycle time.
Excluding Bloom, the combined cycle time across POD A, POD B, and 12th averages ~89 minutes.
Quality Measures: We hit 13 of 19 UDS goals. Highlights:
Blood pressure control: 71.9% (goal >65%)
Depression screening & follow-up: 89.7% (goal >70%)
Diabetes (A1c >9): 23.2% (goal <25%)
Breast cancer screening: 55.6% (goal >40%)
Pharmacy: Our capture rate is holding around 46%, still short of our 50% target. Provider and nurse coaching and patient education are critical to meeting our goal. Our pharmacy offers significant benefits to our patients including prescription savings and of course, convenience. Thank you for helping us to share the value the pharmacy brings to our patients. Did you know every prescription filled in our pharmacy strengthens GSCC’s ability to serve more patients and support our staff? If you hear questions or concerns from patients about using our pharmacy, let your manager know — those insights help us improve.
Dental: Our dental team continues to shine this month, earning a 99% patient satisfaction score — the highest across all departments. That speaks volumes about the care, professionalism, and heart our dental staff bring to patients every day. Behind the scenes, work is underway to strengthen accountability for provider check-outs and improve cash collections. We’re also in the process of selecting a new dental EHR system that will better support clinical workflows and patient care. On the community side, the new Dental Facebook page is live! This will give us another way to connect with patients, share resources, and celebrate the great work happening in our dental program. Be sure to “like” and “follow” our page!
Workforce & Staffing
FLEXIBILITY and RESILIENCE are two of our core values. Who on your team lived these out this week? Give them a shout-out! Recognizing each other helps keep us strong.
We have had some amazing people join our team in September and a couple on deck for October…I would love it if you could make sure they feel welcome and supported. Welcome NEWBIES, we are glad you’re part of the best team in Ardmore!!!
New Hires:
Soyla Bohman, LPN (9/2)
Kassie Burns, Bloom PX (9/8)
Christy Neiderer, Bloom PX (9/8)
Devin Priddy, PX (9/8)
Megan Powers, APRN (9/9)
Jazmin Morales, MA (9/11)
Taylor Rice, PX (9/11)
Kennedy Bruzewski, MA (9/16)
Baylee McWilliams, MA (9/16)
Savannah Burns, RN Care Manager (9/22)
Sara Chaffin, RN (9/29)
Nashay Thompson, Site Ops Director (9/29)
Anna Bolter, Scheduler (9/30)
Selena Bautista, PX (10/6)
Matt Floyd, Facilities Director (10/6)
Still Hiring: 4 LPNs, 1 RN Care Manager, 2 Site Ops Directors, Billing Specialist, Admin Assistant and/or EA, and Data Analyst.
Role Transition: We’ve elevated our facilities role to a Facilities Director rather than Manager. Matt Floyd will be joining the team and brings a wealth of construction experience with him. We are looking forward to having his expertise on the team.
Thank you to everyone covering gaps and cross-training to ensure that our patients are well cared for. Flexibility and teamwork are shining through.
Operations & Finance
Financial Health:
At GSCC, patients are always the mission — never money. But strong finances are what make the mission possible. Filling schedules and capturing prescriptions aren’t about profits; they’re about keeping our doors open, hiring more staff, easing workloads, and caring for more people in our community. We are equal parts MISSION and MARGIN — because without margin, we can’t sustain the mission, and without the mission, the margin doesn’t matter. In 2024, we cared for nearly 10,000 patients through close to 30,000 visits — and new patients continue choosing GSCC for their care every day. Our community depends on us. Therefore…
Filling schedules matters. When patients keep their appointments and our providers’ schedules are full, the cost of care is fully covered. This gives us the ability to reinvest in our people, keep adding staff to reduce workload, and improve our facilities.
Pharmacy capture adds fuel. Every prescription filled in-house creates extra revenue that goes straight back into our mission. Even a small increase in pharmacy capture makes a big difference — it helps us afford programs, technology, and support that benefit both patients and staff.
Both are connected. A strong schedule plus strong pharmacy capture means we can build a healthier margin, grow our safety net, and be less vulnerable to late or unfair payments from insurance companies.
Bottom line: Every appointment filled and every prescription captured isn’t just good for the patient — it makes GSCC stronger and creates more resources to support you and the work you do. We are made up of equal parts…MISSION and MARGIN.
Revenue Cycle:
Prosper Beyond contract review is underway for better payer rates.
Medicare’s new rule (effective 10/1) removes coverage for medical telehealth visits.
Working through a Humana claims backlog; documentation cleanup is a top priority.
Taking care of Missing Slips, closing charts and ensuring accurate documentation from the front desk to the clinical teams = faster payments and less back-and-forth. If you notice common issues or barriers in your workflow, let us know — your perspective helps us fix root causes, not just symptoms.
IT & Facilities:
26 IT tickets resolved in September; no major incidents. Annex → Entra ID migration continues.
12th Street lobby flooring replaced. Walnut carpet cleaning completed.
Patient Access & Experience
Front Desk & Scheduling:
September Schedule Utilization remains below goal, but there are bright spots. Dr. Carnahan, Daphnee and Gina’s schedules are above goal! Every open slot is a missed opportunity for care. If you see ways we could better remind patients, reduce no-shows, or improve access at your site, speak up! Share your ideas with your supervisor — I love building solutions together.
Schedule Utilization = How well we are filling each provider’s schedule.
Schedule Utilization (August results) = 66% utilization (goal: 95–100%).
Walnut POD A: 73% utilization
Walnut POD B: 82% utilization
12th Street: 49% utilization
Bloom: 58% utilization
BH: 103% utilization
Dental: 91% utilization
Schedule Rate = How many patient visits occur versus what is possible.
Schedule Rate (August results) = 64% (goal 85% - this accounts for a 15% no-show rate).
Walnut POD A: 70% schedule rate
Walnut POD B: 80% schedule rate
12th Street: 50% schedule rate
Bloom: 62% schedule rate
BH: 68% schedule rate
Dental: 74% schedule rate
*Our utilization and schedule rate numbers include our new providers who are working to build their panels.*
Filling schedules isn’t just a job for the front desk — it takes every one of us. From providers helping the patients to understand the importance of follow-up care, to medical assistants, nurses making sure patients leave with their next appointment, to care managers closing gaps, to pharmacy staff reminding patients of available services…and all of us promoting the incredibly high quality care that patients receive here at the GSCC — every touchpoint matters.
When schedules are full, patients get better care, our teams work more efficiently, and GSCC has the resources to invest back into you and our mission. Every reminder, every conversation, every effort to connect a patient to their next visit makes a difference.
Patient Surveys (August results):
Overall = 89% (goal 90%)
Highs: Dental 99%, Pharmacies 93%…Woohoo!!!
Lows: Bloom 76%, 12th Street 84%
Top concerns: team interactions, hours, location convenience
Top positives: team interactions, appointment availability, shorter wait times
Our surveys tell us patients love their care teams, but some still struggle with hours and wait times. What small change in your workflow could make the patient journey smoother? Even tiny fixes add up. Share your ideas with your supervisor, we would love to hear them.
Community Engagement
EmpowHER (final event on 9/6) drew ~2,000 attendees — thank you to all who volunteered!
Sock Wars is launching — our annual drive to donate socks to local shelters.
Dental Facebook Page is LIVE! Go “LIKE” and “FOLLOW” all three of our FB pages!
Compliance & Risk
No grievances this month.
Credentialing: 1 OLCP completed successfully.
New policies under review: PTO Sharing, Company Vehicle Use, Referral Tracking.
What’s Next?
Help fill schedules: Every patient added strengthens our care AND our ability to invest in staff.
Boost pharmacy capture: Keep explaining the benefits of our pharmacy services to patients. Goal = 50%+.
Promote patient portal and app: Help our patients better connect with our care teams by promoting the GSCC App and the patient portal…which you can easily get to through our App!
Finish hiring: Especially LPNs and Site Ops.
Strengthen RCM: Documentation, missing slips and chart closures must be timely and complete.
Donate SOCKS: Sock Wars is here! This is more than a fun contest — it’s a way we live out our mission beyond our clinic walls. How many pairs can your department collect?
Leadership & Board Planning: Prep for the Q4 and Annual Planning Meeting to set Q4 and 2026 priorities.
Final Word
We’ve had a full September — new hires, stronger quality scores, community events, and continued financial progress despite challenges. At the same time, we’re still carrying heavy workloads and chasing better schedule and pharmacy utilization. Every role in GSCC — whether patient-facing or behind the scenes — makes a difference. Thank you for showing up, adapting, and giving your best.
You are loved,
Teresa