Charles Dugan has a lot of letters after his name in his professional title.
As an Advanced Practice Clinician with a long, varied career in healthcare and medicine, he’s collected a series of well-earned credential acronyms. So many that, when you see them, you might imagine they belong to a severe, buttoned-up practitioner with a traditional, clipped bedside manner.
But don’t let the string of initials fool you—because Chuck (as he prefers to be called) is as warm, friendly, and down-to-earth as they come.
And he’s truly passionate about serving the health and wellness needs of seniors in WNC.
Chuck recently joined our Hopscotch team after relocating to this area from Orlando.
With his extensive experience across healthcare settings, Chuck knows what truly matters when it comes to providing great care that leads to happier patients with better outcomes. And he’s happy to partner with an organization that shares his medical mission and values.
We were thrilled by the chance to chat with Chuck. He carved some time out of his schedule recently to connect with us and answer all our burning questions about his history, care philosophy, and feelings about being an important part of the Hopscotch mission and our clinic team.
We’re excited to share everything Chuck had to say with you!
7 Questions with Chuck Dugan (DNP, APRN, FNP-C) of Hopscotch Primary Care Hudson
Hopscotch:
We’re excited to connect with you today, Chuck! Why don’t you start by telling us about your role as an Advanced Practice Provider with Hopscotch? What’s a typical workday like for you?
Chuck Dugan:
I primarily see our Medicare and Medicare Advantage patients at Hopscotch, previously in Weaverville and this fall at our new clinic in Hudson. I typically see anywhere between 16 to 20 patients each day. We’ve built in beautiful appointment slots of 20 and 40 minutes each, so we can spend the time we need with our patients and also allow flexibility for same-day walk-ins.
I always tell my patients—I don’t care how busy you think I am; I’m never too busy for you. If you feel the need to walk into the office with a pressing concern, at the very least I’ll lay eyes on you to see how you’re doing. If you need to be seen then we will absolutely find a way to work you in.
So, that’s what a typical day often looks like for me. I plug through an array of annual wellness visits, chronic care management visits, and acute/urgent care visits. I also collaborate closely and coordinate with the Patient Case Management team and the Community Health team to get patients the resources they need outside of the office. Each day takes its own shape.
If there’s a driving mission to what I do, it’s always been to put the humanity back into medicine. My job is not to tell my patients what they can and can’t do; it’s to give them the tools and information to allow them to make the best choices that fit their chosen level of health and wellness.
As adults, we’re never going to agree 100%. But, as long as their choice is safe, I will defer to it. If it’s not, we’ll find a way to compromise on something that works for them. I always try to take a step back and think about how I would want to be treated. Because, at the end of the day, it’s their body and their choice.
Hopscotch does a phenomenal job of being an inclusive workplace. My role as an APP is to work with the physicians as another type of provider. Here, we’re treated the same as physicians, we attend the same meetings and get the same information as they do. We’re held to the same standard.
What I like about this is it shows that the care we provide is important and vital and that we bring a different background and skill set because we came up through the nursing ranks. Hopscotch recognizes our value and allows us to implement it in our daily care.
Hopscotch:
Why did you choose to work with the senior population? What do you like most about serving the healthcare needs of seniors?
Chuck Dugan:
I fell into working with this population. When I started as a Nurse Practitioner, I worked in community health. So, I worked with folks across the full spectrum of life.
I had the opportunity to work with a value-based care organization down in Florida and we worked strictly with Medicare and Medicare Advantage patients. That’s where I began working with the senior population in healthcare and I absolutely loved it.
One thing I enjoy about working with this population is it’s challenging from a medical standpoint. Most seniors have more than one health problem. So, working with them is complex, and requires critical thinking and drawing from all my years of experience. It also requires collaboration with others, which gives me an opportunity to learn more. From a professional standpoint, working with seniors has afforded me many opportunities to grow as a provider.
I also love working with seniors, who were possibly raised to have a different relationship with their medical providers. When you show empathy and work to establish rapport, people tend to buy in. In fact, the reason I was running a bit late today was because I was talking with a patient about palliative care. She said no one had ever told her about it before. I told her that I don’t believe in repeating the same mistake over and over again if it’s not fixing the problem. We need to be open to exploring other solutions and figuring things out.
Members of the Silent Generation don’t typically have the same health literacy as younger people and don’t always know where to go to find the information they need. I feel the need to give back and help them navigate the medical world as it is today. Keeping a sense of empathy and humanity is so important.
Hopscotch:
What do you see as the biggest healthcare challenge seniors in our country face today?
Chuck Dugan:
The cohesiveness of their healthcare needs and care. Sometimes, when I look at a new patient, I feel like I’m looking at a thousand-piece puzzle. I need to figure out how to put everything together and I think that’s our biggest challenge. Health information exchange can be tough.
I think our biggest challenge is collecting all the pieces, keeping them organized, and putting them together in a way that meets the needs of each of our patients.
Hopscotch:
As an APP, you’re already invested in preventative, patient-centered care, which is especially important for seniors. How is Hopscotch uniquely able to support seniors with their health and medical needs?
Chuck Dugan:
Hopscotch has an intricate, collaborative team in the background that patients don’t see when they sit in the room with us.
We have Case Management Nurses who will go out and do a home visit; we have Community Health Workers who will not only go to patients’ homes, but coordinate transportation or resources; we have Welcome Coordinators, who make the all-important first impression and offer a consistent point of contact for our patients when they walk in the door; and you have our Patient Relations Managers, who work with the providers to ensure our patients are getting proper care they can afford, and they’re also a general resource when patients have insurance and coverage questions.
We have a team in the background here that keeps this well-oiled machine working. And that team is here to serve all the needs of our patients, both inside and outside of the clinic.
Hopscotch:
What are your favorite ways to focus on your health and wellness as a resident of Western NC?
Chuck Dugan:
COVID times taught me about balance. I’m getting out to enjoy the mountains and trying to explore this area more. I know I want to go back to Linville Falls at some point.
I also just try to value my free time—when I’m at home, I’m at home. Hopscotch recognizes and supports that. They want us to have a work/life balance.
When I’m home, I like to cook and bake. I like to get out in the mountains. I enjoy playing with my two pups. I really try to disconnect when I’m at home and enjoy that time. I also love people-watching.
Hopscotch:
Why does value-based care matter to seniors? Why should WNC seniors choose Hopscotch?
Chuck Dugan:
Value-based care recognizes the uniqueness of every patient by allowing appropriate time for patient visits and addressing patient needs. We even have time set aside in our schedules to answer patient portal messages, make phone calls, and follow up with patients.
Value-based care is less about money than about valuing patients and their needs. It gives me the time and resources to provide for those needs.
When it comes to value-based care in Western North Carolina, there’s just nobody like Hopscotch. They provide not only services but a level of care that’s above and beyond anyone else I’ve seen.
I also appreciate that Hopscotch is being very intentional in how they’re growing and not trying to grow too fast. Because I’ve seen that and how it can really mess up systems for patients and providers. And we have our background team that allows us to contribute to the overall patient care experience.
Hopscotch:
Hopscotch is opening a new clinic this fall in Hudson, what excites you about this new clinic?
Chuck Dugan:
Residents in Hudson and the surrounding area not only need access to high-quality primary care healthcare services, but they also deserve the very best clinical teams trained to deliver that level of care. I’m most excited to show them how Hopscotch delivers that…and more.
If you’re a senior looking for primary care that goes above and beyond to meet your health and wellness needs—Chuck and the team at Hopscotch Hudson would love to meet you! Hopscotch is on a mission to deliver top-quality, comprehensive primary care that’s designed for seniors like you. Because you deserve more when it comes to your care.
Become a patient and schedule an appointment easily online, view our convenient clinic locations and contact info, and learn more about how and why we do what we do. Hopscotch is here for you!