“I saw a lot and I learned a lot, I was ready for a change of pace,” said Caroline Randall, physician assistant (PA) on Neighborhood’s internal medicine team. “That is how I found myself at Neighborhood Health Center.”

Caroline grew up in Western New York hearing stories about her grandfather, who passed before she was born. He was a general surgeon in the area, and was also a doctor in the Olympics. Hearing the stories of how he helped people through his medical practice really resonated with Caroline. She grew up knowing that she wanted to work in the medical field. 

Caroline went to medical school in Manhattan. In 2019, following her schooling, she began working in a hybrid role covering trauma surgery, neuro surgery and critical care in an emergency facility just outside of Manhattan. Then the COVID-19 pandemic hit.

“Learning to navigate that as a new provider, I think it made me realize that medicine is emotionally and mentally exhausting at times but it is what I want to do,” said Caroline. 

Going to medical school and working in New York City meant that Caroline had the opportunity to care for a diverse patient population. During PA school, Caroline cycled through medical facilities across the 5 boroughs of NYC. The patient population she connected with the most was in the Bronx. She found that there was a particular need for health education, also known as health literacy. Being able to educate patients on their health and the medical system, so that they can advocate for themselves, really inspired Caroline. She was able to build strong connections with her patients as she prioritized caring for the whole person. 

This experience in the Bronx had the most impact on her personally, on how she wanted to practice her medicine going forward, and on how she viewed her potential for impact in her field. Caroline found that moving forward, she wanted to practice medicine feeling that she is putting her best foot forward to help patients that may not have fair and just access to healthcare. 

“I found that, in my practice, I want to care for the whole patient every time I see them,” said Caroline. 

She explained that, when you are unsure of if a patient is going to come back, whether it be from lack of resources or lack of trust in the medical system, you cannot walk into appointments, check a box, and move on. Caroline prioritizes educating her patients, building trust with them, and focusing on the whole picture in every appointment, rather than just focusing on what the patient is in for. 

“One thing that remains constant is patient care, and what you can bring to the table for patient care,” said Caroline. “Forming that trust and those bonds with patients is what remains the same across all medicine, no matter the setting.”

For example, Caroline had a patient who hadn’t had a physical for years. When she was recently in for a sick visit at Neighborhood, Caroline told her that she wants to be able to care for her beyond just sick visits. She explained the importance of getting lab work, preventative screenings and being seen for regular visits to the patient. The patient shared that before that appointment with Caroline it didn’t seem like anyone cared. The patient came back for her physical with Caroline with all her lab work and vital preventative screenings completed. She was appreciative that Caroline took the time to show her that she is cared for at Neighborhood. 

“That education aspect…it makes me feel good that by explaining the importance, showing that I care made her care as well,” said Caroline. “It is very fulfilling and rewarding to see that your practice is working.”

Neighborhood’s various services under one roof also contribute greatly to Caroline’s medicine practice. Recently she had a patient in for an appointment who was very overwhelmed with uncontrolled anxiety and depression. Caroline was able to walk over to Neighborhood’s behavioral health providers at Northwest for assistance. One of the providers came into the room, spoke with her patient, and was able to set her up with a counseling appointment for further support. In just one appointment, Caroline was able to support her patient in getting set up with counseling, get up to date on her medical needs, and get connected with her prescriptions through Neighborhood’s pharmacy. 

“I think that that level of care is not provided in most places,” said Caroline. “It is so beneficial for patients to have a one-stop-shop and not have to navigate all these things alone.”