Welcome to our new series, The People of Primary Care: the human stories behind the healthcare you receive at your doctor’s office or healthcare hub.

An unexpected path

Dawn describes her role as a catch-all including scheduling, staff coordination, quality improvement, and patient care. “I’m there for whatever is needed,” she says.

However, this wasn’t always her path. “I have a diploma in social work. Growing up, I thought I would be a writer or a teacher. I like to make up stories,” she explains. “I barely went to the doctor as a kid,” she laughs.

“We didn’t have a lot of money growing up and I needed a job. While I was in high school, my guidance counsellor shared a file clerk’s position with me. One small thing just changed the whole trajectory.” Little did she know at the time, the position was at the clinic that would one day become Crown Point Family Health Centre.

“When I started, we’re talking like, actual paper files that I was putting away or pulling for the next day or stamping requisitions.”

In college, she moved on from paper filing to something new in the medical field: digital data entry for one of the doctors at the clinic. “He was going digital and was the first one. He was dictating things for me to enter in the EMR,” which stands for Electronic Medical Record: the system that stores patient charts and notes.

“I’ve seen a lot of changes. Primary care has become way more patient-centered, educating patients, helping them have a voice, and taking charge of their own care. Instead of just going to the doctor and being told what to do, you go to the doctor and discuss what to do.” Dawn emphasizes the importance of patient advocacy. “Use your voice,” she says.

Making the clinic like home

“I’m a big fan of DIY (Do-It-Yourself) projects, reupholstering furniture or renovating my house. My husband doesn’t love that as much, but I do,” she laughs. “He used to do shift work and there would be times where he would leave and come home the next morning, and the living room is now a dining room. He’s bumping into furniture and sometimes it’s furniture we didn’t have before. He just goes with it,” she says with a grin.

She looks around the clinic before explaining that “when we were moving up here, myself and one of the physicians designed this floor plan. That’s how long I’ve been with them.”

Dawn proudly stands by a mural in the hallway. “Emily picked and ordered it.  I help hang it, even though it was something neither of us had ever done before.”

“I’ll happily give you a tour because I’m very proud of the project. I liked the floor planning for sure, and the replanning when something went amiss, like a pillar that could not be moved.  The room size was important in making sure we could fit everyone comfortably.”

Expanding patient care

The clinic space wasn’t the only thing that expanded. “Our clinic is often like a pilot clinic for potential resources. I think it’s great,” she says. “The more people that you can have available to your patient, in one spot, is so valuable to them.” While they’ve had different resources throughout the years, currently the clinic hosts a chiropractor and midwives.

She highlights that there’s often a misunderstanding of the role of the midwives, as they don’t just support pregnant people, but also women’s health with an expanded skills practice. “They support menopause, counselling, prenatal support groups, birth control, pap and HPV clinics. They are so compassionate and really care.”