Meet the Team: Jami Schmitt

To help our patients meet members of the Lake Washington Sports and Spine Family, we will roll out some short interviews with our team members.  Up first, the great Jami Schmitt, our Medical Assistant extraordinaire:

What is your role on the Team at Lake Washington Sports & Spine?
My role in our team at LWSS is to assist with patient care. From greeting and rooming the patient to assisting with referring them to facilities that are convenient for them. When they have extra questions about care, I do my best to answer them and return phone calls as soon as possible. I like to make the patients feel comfortable and welcomed to the office. They should always know we have their best care in mind while helping them.

How does working for a small, physician-owned practice contribute to the family environment at Lake Washington Sports & Spine?
Working for a small physician- owned practice contributes to the family environment in many ways. One, since we all spend so much time together and the office is like a second family we, as a team, become closer. I feel that there is open communication and we all feel "safe" to talk to one another. In regards to patients, I feel that they feel more welcomed by coming to a small practice rather than a large facility with multiple doctors and staff members. Here we are able to be more personal with our patients. They can feel safe coming to the clinic and know they are receiving our full attention with their care. Since we are not part of a large corporation, we are able to get to know the patients on a more personal level. They seem to open up more when they feel comfortable with the staff and know that their doctors care about them.

What are some of the "little things" you like to do to improve the patient experience?
Some of the "little things" I like to do to improve patient experience is to make sure they know what the plan is before they leave, to make sure the patient is clear about the next step in their care. If they need prior authorization for imaging or therapy, I like to make sure they know what to expect before leaving the office. Making sure the patient knows where to go for imaging or therapy and has all referrals they need and contact numbers is helpful. If the patient has a "special request" and wants me to look into information for them, I try and complete it before they leave and, if not, try and call them by the end of the day.

What part of patient care makes you the happiest?
The part of patient care that makes me the happiest is when you see the joy on a patients face when their pain has improved. A few of our patients have come to us after huge car accidents where they suffered from many life changing injuries. You learn a lot about patients at the first visit and to see how they improve over time and how their mood improves truly makes me happy. I enjoy seeing our patients make progress and return to activity they were able to do before they were injured.

Many patients have never heard of PM&R or Sports & Spine Rehabilitation before.   What kind of patients do you meet who wish they had come to Lake Washington Sports & Spine earlier in their care?
Our sports patients, many whom don't know what type of doctor to go see.  Typically, they have seen their primary care or physical therapy, who then refer them here. I have found that many patients are unaware of all that we do here. Many have been pleasantly surprised to learn that we are able to use diagnostic ultrasound, nerve tests like EMGs testing, or guided injections like epidurals and ultrasound-guided joint injections.