Information for Our Patients

Transcription

1 Information for Our Patients

2 Locations Artemis Health 2561 Lac De Ville Boulevard, Suite 202 Rochester, NY Greece Health Center 470 Long Pond Road Rochester, NY Irondequoit 1850 East Ridge Road Rochester, NY Joseph C. Wilson Health Center 800 Carter Street Rochester, NY Marion B. Folsom Health Center 1850 Brighton-Henrietta TL Road Rochester, NY Perinton Health Center 77 Sully s Trail Pittsford, NY Westfall Pediatrics 2561 Lac De Ville Boulevard, Suite 200 Rochester, NY

3 Welcome to Lifetime Health Medical Group At Lifetime Health, YOU are the center of an experienced team of doctors, physician assistants, nurses, pharmacists, specialists, and support staff. All Lifetime Health Medical Group practices are nationally recognized as Level 3 Patient Centered Medical Homes*; the highest designation offered by the National Committee for Quality Assurance, and we are proud to be your medical home. Patient-centered means that you come first. Medical home means that we are here to help you meet your health care needs, from providing your preventive and acute care to helping you manage your chronic conditions. We take a personalized approach to your health care and treatment options, and work with you through all stages of life to appropriately coordinate and arrange care with other qualified professionals. Your team: Your doctor leads a team of health care professionals to coordinate and provide your total medical care - and you are at the center of the team. We work in partnership with you to help you meet your health care goals and make informed decisions about your care. Your medical team will coordinate care with specialists so that you receive the care that s needed - without duplicating efforts. Your medical home gives you access to your team in a variety of ways: Flexible, same-day appointments Convenient 24/7 access to MyLifetimeHealth, our secure patient portal at Expanded hours (including Urgent Care by Lifetime Health) Use of electronic medical records and electronic prescribing We are accountable to YOU. We listen to you, keep you involved and help you through the health care system. With your input, we provide you with the support, tools and resources you need to help you manage your health. You leave our office with a plan to help you stay healthy. Your medical home brings you, your family and your team together to help you make the best health care decisions for your needs. We welcome you to a health care team that s focused on YOU. *National Committee for Quality Assurance Physician Practice Connections Program as Level 3 Patient Centered Medical Homes

4 Primary Care Services Lifetime Health Medical Group s board-certified primary care physicians and their medical teams follow nationally accepted treatment guidelines to provide you with comprehensive, quality care. As a patient-centered practice, we have a number of tools and resources available to help you take an active role in managing your health. We help make it more convenient for you to manage your care by offering sameday appointments, on-site specialty services and online access to your physician and medical team through MyLifetimeHealth, our secure patient portal. Our Practices Lifetime Health Medical Group offers primary care services for children, adults and multiple-generations, so you can choose the type of physician that s right for you. Family Medicine Our Family Medicine practices provide comprehensive quality health care for the entire family caring for pediatrics to geriatrics with an emphasis on disease prevention and health promotion. Internal Medicine Our Internal Medicine practices provide comprehensive care for adult patients, emphasizing healthy lifestyles and preventive care. Pediatrics From well-baby visits to routine physicals, our Pediatric practices take a personal interest in the physical and emotional well-being of your children from birth through the college years. Here for You All of our practices are here for you each weekday and some have evening and Saturday hours. Please visit our website at for specific days and hours at each location. After Office Hours If you have an urgent need after regular office hours, please call your doctor s office and trained nurses or an oncall physician will assist you. Depending upon your need, you will receive home care advice, be offered a next-day appointment, or be directed to an urgent care or emergency center. Urgent Care Urgent Care by Lifetime Health is available to treat urgent, non-life threatening illness or injury at three of our practice locations: the Folsom, Greece and Wilson health centers. For additional information and hours, please visit our website at

5 Specialty Services Lifetime Health offers specialty services within our locations. Your primary care physician is supported by specialists in behavioral health, cardiology, lab, optometry, radiology, pharmacy and podiatry to name a few. Services vary by location. For a complete list of specialty services at each location, please visit Your Health Information Our providers use electronic health records (EHR) to enhance patient safety and increase convenience. With your medical information available within a secure system, your information is accessible to all members of your health care team. Your Medical Home Online Lifetime Health Medical Group s website is available to you 24/7. Whether you need office hours or directions, want to know more about our physicians, the services we offer, or want information and resources to help manage your health, you can find it all at MyLifetimeHealth, our secure online patient portal, is available to patients at all practices. The portal simplifies communication with your physician s office and helps you access and manage your health care information online on your own time. MyLifetimeHealth gives you the ability to: Send and receive messages from your physician and medical team at your convenience Request appointments and receive appointment reminders Access your health information including medications and immunizations Receive lab and test results from your doctor Request prescription refills Obtain educational health information To register for portal access, please see a patient services representative at your practice. Once you are set up, link to MyLifetimeHealth through our website or go directly to to log in.

6 Pharmacy For your convenience we have a pharmacy located within our Perinton and Wilson health centers. Our experienced pharmacists are members of your medical team and work closely with your physician to be sure your medications are right for you. Having pharmacists located within your doctor s office allows for better communication and eliminates potential delays and helps you avoid a separate trip to fill your prescription or pick up over-the-counter medications. Our specialized computer system verifies and reviews your medications to enhance your safety. Lifetime Health Medical Group pharmacies offer competitive pricing on prescription and over-the-counter medications. Our services include: Easy refills by phone Transfers of existing prescriptions to a Lifetime Health pharmacy Free mail service Delivery for a small fee Prescription Discount Club for patients without prescription drug coverage For more information on our pharmacy services, please visit Insurance and Billing Lifetime Health Medical Group participates with all major insurers and submits claims to the insurance carrier for you. You are responsible for paying your copayments and/or deductible, or for any service that is not covered under your contract at the time of service. Patients without insurance coverage, or self-pay patients, are billed in full for services received. To assist our self-pay patients, we ask for a minimum deposit at the time of the visit. A discount is offered to those who pay the remainder in full at the time of service. Physical or routine annual exams are considered by insurance companies to be preventive exams, meaning these visits do not include management of ongoing, chronic conditions and do not include evaluation and management of new health problems. Lifetime Health Medical Group is committed to providing comprehensive care. In doing so, we may identify or address additional issues at the time of a preventive exam. In cases where issues beyond preventive care are addressed at a scheduled preventive exam, your insurance company may require an additional copay for those services. Patient Account Representatives Patient Account Representatives are available to help you understand your bill, answer questions about your account, and establish payment arrangements. Stop in to see them in person, call them directly or your questions to patient.account.rep@lifetimehealth.org. For more information on insurance or billing and payment policies, please visit the Insurance section of our website at

7 Lifetime Health Medical Group is committed to providing our patients with high quality medical care while recognizing your individual needs and rights. We work together in order to help you reach your health care goals. As your partner in care, we have developed the following patient rights and responsibilities. PATIENTS RIGHTS As a patient of Lifetime Health Medical Group, you have the right to: Understand and use these rights. If for any reason you do not understand these rights or you need help, we will provide assistance, including an interpreter. Receive treatment and services without discrimination as to race, color, religion, sex, national origin, disability, sexual orientation, source of payment, or age. Be treated with consideration, respect, and dignity. This includes privacy and treatment in a clean and safe environment. Be informed of the services available at our practice locations. Receive complete emergency care when you need it. In deciding whether to participate, you have the right to a full explanation of the project. Be informed of the provisions for off-hour emergency care. Be informed of the names, positions and functions of any staff involved in your care and refuse their treatment, examination or observation. Receive all the information that you need to give informed consent for any non-emergent procedure or treatment. This information shall include the possible risks and benefits of the procedure or treatment, and alternatives for care. Refuse treatment and be told what effect this may have on your health. Refuse to take part in research projects. In deciding whether to participate, you have the right to a full explanation of the project. Receive complete information about your diagnosis, treatment and prognosis. Voice grievances and recommend changes in policies and services to Lifetime Health and the New York State Health Department without fear of reprisal. Express complaints about the care and services Lifetime Health provides you without fear of reprisal. You may request an investigation and written response about the findings within 30 days of the investigation. If you are not satisfied with the response, you may contact the New York State Health Department. Lifetime Health must provide you with the State Health Department telephone number. Privacy and confidentiality of all protected health information and records regarding your care. Review your medical record without charge and obtain a copy of your medical record for which Lifetime Health can charge a reasonable fee. Receive an itemized copy of your account statement and explanation of all charges, upon request. Public Health Law 2803(1)(g) Patient s Rights, 10 NYCRR 405.7, 405.7(a)(1), 507.7(c) PATIENTS RESPONSIBILITIES You have the responsibility to work with your doctor or health care team by doing the following: Provide complete and honest information regarding your health and health concerns. Tell the doctor or health care team if there are changes in your health status. Inform us whenever you receive care from a specialist or any other provider outside of our practice. Be an active partner and participate in your health care by following recommendations. Share with the doctor or medical team any concerns about your medical care or service. Keep appointments, or notify the office as soon as possible if you are unable to keep an appointment. Respect all Lifetime Health Medical Group staff and other patients.

8 Mission Lifetime Health Medical Group exists to guide and support you with your health needs, to work with you to improve your health, and to care for you during illness. We will do this by: Being a responsive and respectful partner in your care and addressing your health needs from your perspective, Developing effective relationships with other providers to assure coordination of your care, and Seeking innovative solutions to continuously improve your access to quality, evidence-based health care. Vision To be the Primary Care provider of choice in our community. Providing best-in-class primary care and ancillary services for our patients. Leading and engaging in innovative and collaborative initiatives to improve health care delivery in our community. Guiding Principles Patients First Collaboration Accountability Efficiency Innovation GP-2086 (12/12)