PATIENT HANDBOOK CHASEBREXTON.ORG

Transcription

1 PATIENT HANDBOOK CHASEBREXTON.ORG

2 YOUR HEALTH CARE TEAM AT CHASE BREXTON, WE BELIEVE IN PARTNERING WITH YOU TO HELP YOU REACH YOUR HEALTH CARE GOALS. AS PARTNERS, WE ASK THAT YOU TAKE AN ACTIVE ROLE IN YOUR HEALTH CARE AND WE WILL PROVIDE YOU WITH GUIDANCE AND ADVICE TO SUPPORT YOU. HERE ARE JUST A FEW TIPS FOR A HEALTHIER LIFE... Enjoy a nutritious diet - limit fats and sugars Get plenty of rest Develop good coping skills to help you manage stress Take your medications as prescribed Plan ahead - refill medications before you run out Learn about resources that might help you Keep all of your Chase Brexton appointments YOUR HEALTH CARE TEAM: Extension Extension Extension THE CHASE BREXTON PHARMACY: TO EVERY APPOINTMENT AT CHASE BREXTON, PLEASE REMEMBER TO BRING WITH YOU: - Your insurance card. - A legal photo i.d. (license, state-issued i.d., or passport). - Any necessary referrals. - Any co-pays.

3 IN THIS BOOKLET...& MORE IN THIS BOOKLET MISSION & VISION THE PATIENT-CENTERED MEDICAL HOME PATIENT RIGHTS & RESPONSIBILITIES NOTICE OF PRIVACY PRACTICES BILLING STATEMENTS & BALANCES URGENT CARE DID YOU KNOW ABOUT ALL OF OUR SERVICES? Primary Medical Care for Babies, Children, & Teens Primary Medical Care for Adults LGBT Health Care Nursing Services Nutrition Services Obstetrics & Gynecology HIV/AIDS & Infectious Disease Care Medication Support & Education Behavioral Health Substance Abuse Groups & Classes Case Management and Outreach Walk-in Testing Services Dental Full-Service Pharmacy LEARN MORE ABOUT US There's more to Chase Brexton than in this book alone! Learn about our services, find health education, and more. A full-length version of the Patient Handbook is available online for download and printing on the Chase Brexton website: 3 IN THIS BOOKLET & MORE

4 THE CHASE BREXTON MISSION AND VISION MISSION (WHY WE DO WHAT WE DO) The mission of Chase Brexton Health Care is to provide compassionate, quality health care that honors diversity, inspires wellness, and improves our communities. VISION (WHAT WE ARE WORKING TOWARD) Chase Brexton will advance our mission by: Delivering accessible and exceptional health care throughout the lifespan; Modeling excellent customer service provided by empowered and committed staff; Becoming renowned as a prominent health care provider for the LGBT community; Becoming nationally recognized as a leader in HIV care; Fostering a culture that promotes staff development and satisfaction; and Transforming community health through research and advocacy. MISSION & VISION 4 CONCERNS, COMPLIMENTS, & SUGGESTIONS Tell us how we're doing! Patient Feedback Forms and suggestion boxes are located in the elevator lobby on each floor. You may complete a form and drop it in a suggestion box or mail it to: Chase Brexton Health Care Attn: Quality Department, 1111 North Charles Street, Baltimore, MD, You may also call our Quality Department at , ext Our Quality Department will review your complaint/ concern and respond to you, if requested. If your concerns are not addressed in a timely manner, you may file a complaint with Chase Brexton Health Care, applicable governmental authorities, or the Joint Commission on Accreditation of Healthcare Organizations,

5 URGENT NEEDS OR AFTER HOURS CARE IF YOU ARE HAVING A MEDICAL OR MENTAL HEALTH EMERGENCY, CALL 911 OR GO TO THE NEAREST EMERGENCY ROOM. IF YOU GO TO AN EMERGENCY ROOM, LET YOUR ER PROVIDER KNOW YOU ARE A CHASE BREXTON PATIENT SO THEY CAN LET US KNOW YOU ARE THERE. WHEN CHASE BREXTON IS OPEN If you are a Chase Brexton medical patient and you are feeling sick or have an urgent (not life threatening) medical problem, call your Chase Brexton medical office and ask to speak to the medical receptionist. If you get voice mail, leave a message. A Chase Brexton nurse will call you back as soon as possible. If needed, the nurse will get in touch with your primary care provider to discuss the appropriate follow-up, which may be a same day appointment. WHEN CHASE BREXTON IS CLOSED We are available after hours through an answering service. If your problem cannot wait until we open again, call our main phone line: Let the answering service know whether you require medical or mental health care. Our answering service will connect you with the appropriate person. If necessary, s/he will contact a Chase Brexton medical or mental health professional. 5 URGENT CARE

6 PATIENT BILL OF RIGHTS I. INFORMATION DISCLOSURE You have the right to receive accurate and easily understood information about your health plan, health care professionals, and health care facilities. If you speak another language, have a physical or mental disability, or just don t understand something, assistance will be provided so you can make informed health care decisions. II. PARTICIPATION IN TREATMENT DECISIONS You have the right to know all your treatment options and to participate in decisions about your care. Parents, guardians, family members, or other individuals that you designate can represent you if you cannot make your own decisions. III. RESPECT AND NONDISCRIMINATION You have the right to considerate, respectful and nondiscriminatory care from your health care providers. IV. CONFIDENTIALITY OF HEALTH INFORMATION You have the right to talk in confidence with health care providers and to have your health care information protected. You also have the right to review and copy your own medical record and request that your physician amend your record if it is not accurate, relevant, or complete. PATIENT BILL OF RIGHTS V. COMPLAINTS AND APPEALS You have the right to a fair, fast and objective review of any complaint you have against your health plan, doctors, hospitals or other health care personnel. This includes complaints about waiting times, operating hours, the conduct of health care personnel, and the adequacy of health care facilities. 6

7 VI. CONSUMER RESPONSIBILITIES 1. Take responsibility for maximizing healthy habits, such as exercising, not smoking, and eating a healthy diet. 2. Become involved in specific health care decisions. 3. Work collaboratively with health care providers in developing and carrying out agreed-upon treatment plans. 4. Disclose relevant information and clearly communicate wants and needs. 5. Use the internal complaint and appeal process to address concerns that may arise. 6. Avoid knowingly spreading disease. 7. Recognize the reality of risks and limits of the science of medical care and the human fallibility of the health care professional. 8. Be aware of a health care provider s obligation to be reasonably efficient and equitable in providing care to other patients and the community. 9. Become knowledgeable about his or her health plan coverage and health plan options (when available) including all covered benefits, limitations and exclusions, rules regarding use of information, and the process to appeal coverage decisions. 10. Show respect for other patients and health workers, including not making discriminatory remarks, sexual comments, or verbal or physical threats. 11. Make a good-faith effort to meet financial obligations. 12. Abide by administrative and operational procedures of the health plans and health care providers. 13. Report wrongdoing and fraud to appropriate resources or legal authorities. 14. Keep scheduled appointments and call 24 hours in advance if you cannot make an appointment. 15. Not be under the influence of drugs or alcohol when attending appointments. 16. Apply for healthcare benefit and entitlement programs as advised. PATIENT BILL OF RIGHTS 7

8 NOTICE OF PRIVACY PRACTICES This notice describes how medical information about you may be used and disclosed and how you may get access to this information. Please review it carefully. YOUR RIGHTS When it comes to your health information, you have certain rights. This section explains your rights and some of our responsibilities to help you. GET AN ELECTRONIC OR PAPER COPY OF YOUR MEDICAL RECORD You can ask to see or get an electronic or paper copy of your medical record and other health information we have about you. Ask us how to do this. We will provide a copy or a summary of your health information, usually within 30 days of your request. We may charge a reasonable, cost-based fee. ASK US TO CORRECT YOUR MEDICAL RECORD You can ask us to correct health information about you that you think is incorrect or incomplete. Ask us how to do this. We may say no to your request, but we ll tell you why in writing within 60 days. REQUEST CONFIDENTIAL COMMUNICATIONS You can ask us to contact you in a specific way (for example, home or office phone) or to send mail to a different address. We will say yes to all reasonable requests. NOTICE OF PRIVACY PRACTICES ASK US TO LIMIT WHAT WE USE OR SHARE You can ask us not to use or share certain health information for treatment, payment, or our operations. We are not required to agree to your request, and we may say no if it would affect your care. If you pay for a service or health care item out-of-pocket in full, you can ask us not to share that information for the purpose of payment or our operations with your health insurer. We will say yes unless a law requires us to share that information. 8

9 GET A LIST OF THOSE WITH WHOM WE VE SHARED INFORMATION You can ask for a list (accounting) of the times we ve shared your health information for six years prior to the date you ask, who we shared it with, and why. We will include all the disclosures except for those about treatment, payment, and health care operations, and certain other disclosures (such as any you asked us to make). We ll provide one accounting a year for free but will charge a reasonable, cost-based fee if you ask for another one within 12 months. GET A COPY OF THIS PRIVACY NOTICE You can ask for a paper copy of this notice at any time, even if you have agreed to receive the notice electronically. We will provide you with a paper copy promptly. CHOOSE SOMEONE TO ACT FOR YOU If you have given someone medical power of attorney or if someone is your legal guardian, that person can exercise your rights and make choices about your health information. We will make sure the person has this authority and can act for you before we take any action. FILE A COMPLAINT IF YOU FEEL YOUR RIGHTS ARE VIOLATED You can complain if you feel we have violated your rights by contacting us using the information on page 4. You can file a complaint with the U.S. Department of Health and Human Services Office for Civil Rights by sending a letter to 200 Independence Avenue, S.W., Washington, D.C , calling , or visiting hipaa/complaints/. We will not retaliate against you for filing a complaint. YOUR CHOICES For certain health information, you can tell us your choices about what we share. If you have a clear preference for how we share your information in the situations described below, talk to us. Tell us what you want us to do, and we will follow your instructions. NOTICE OF PRIVACY PRACTICES 9

10 IN THESE CASES, YOU HAVE BOTH THE RIGHT AND CHOICE TO TELL US TO: Share information with your family, close friends, or others involved in your care Share information in a disaster relief situation Include your information in a hospital directory Contact you for fundraising effort If you are not able to tell us your preference, for example if you are unconscious, we may go ahead and share your information if we believe it is in your best interest. We may also share your information when needed to lessen a serious and imminent threat to health or safety. IN THESE CASES WE NEVER SHARE YOUR INFORMATION UNLESS YOU GIVE US WRITTEN PERMISSION: Marketing purposes Sale of your information Most sharing of psychotherapy notes IN THE CASE OF FUNDRAISING: We may contact you for fundraising efforts, but you can tell us not to contact you again. OUR USES AND DISCLOSURES NOTICE OF PRIVACY PRACTICES How do we typically use or share your health information? We typically use or share your health information in the following ways. TREAT YOU We can use your health information and share it with other professionals who are treating you. Example: A doctor treating you for an injury asks another doctor about your overall health condition. RUN OUR ORGANIZATION We can use and share your health information to run our practice, improve your care, and contact you when necessary. Example: We use health information about you to manage your treatment and services. 10

11 BILL FOR YOUR SERVICES We can use and share your health information to bill and get payment from health plans or other entities. Example: We give information about you to your health insurance plan so it will pay for your services. How else can we use or share your health information? We are allowed or required to share your information in other ways usually in ways that contribute to the public good, such as public health and research. We have to meet many conditions in the law before we can share your information for these purposes. For more information see: hipaa/understanding/consumers/index.html. HELP WITH PUBLIC HEALTH AND SAFETY ISSUES We can share health information about you for certain situations such as: Preventing disease Helping with product recalls Reporting adverse reactions to medications Reporting suspected abuse, neglect, or domestic violence Preventing or reducing a serious threat to anyone s health or safety DO RESEARCH We can use or share your information for health research. COMPLY WITH THE LAW We will share information about you if state or federal laws require it, including with the Department of Health and Human Services if it wants to see that we re complying with federal privacy law. RESPOND TO ORGAN AND TISSUE DONATION REQUESTS We can share health information about you with organ procurement organizations. WORK WITH A MEDICAL EXAMINER OR FUNERAL DIRECTOR We can share health information with a coroner, medical examiner, or funeral director when an individual dies. NOTICE OF PRIVACY PRACTICES 11

12 ADDRESS WORKERS COMPENSATION, LAW ENFORCEMENT, AND OTHER GOVERNMENT REQUESTS We can use or share health information about you: For workers compensation claims For law enforcement purposes or with a law enforcement official With health oversight agencies for activities authorized by law For special government functions such as military, national security, and presidential protective services RESPOND TO LAWSUITS AND LEGAL ACTIONS We can share health information about you in response to a court or administrative order, or in response to a subpoena. We have chosen to participate in the Chesapeake Regional Information System for our Patients, Inc. (CRISP), a statewide health information exchange. As permitted by law, your health information will be shared with this exchange in order to provide faster access, better coordination of care and assist providers and public health officials in making more informed decisions. You may opt-out and disable all access to your health information available through CRISP by calling or completing and submitting an Opt-Out form to CRISP by mail, fax or through their website at OUR RESPONSIBILITIES NOTICE OF PRIVACY PRACTICES We can share health information about you in response to a court or administrative order, or in response to a subpoena. We are required by law to maintain the privacy and security of your protected health information. We will let you know promptly if a breach occurs that may have compromised the privacy or security of your information. We must follow the duties and privacy practices described in this notice and give you a copy of it. We will not use or share your information other than as described here unless you tell us we can in writing. If you tell us we can, you may change your mind at any time. Let us know in writing if you change your mind. For more information see: 12

13 CHANGES TO THE TERMS OF THIS NOTICE We can change the terms of this notice, and the changes will apply to all information we have about you. The new notice will be available upon request, in our office, and on our web site: chasebrexton.org. THIS NOTICE OF PRIVACY PRACTICES APPLIES TO THE FOLLOW- ING ORGANIZATION: Chase Brexton Health Services, Inc. DBA: Chase Brexton Health Care 1111 North Charles Street Baltimore, MD NOTICE OF PRIVACY PRACTICES 13

14 BILLING STATEMENTS & BALANCES Chase Brexton welcomes all patients regardless of their insurance status or ability to pay. Please contact our Case Management department, ext. 1427, for more information. Chase Brexton collects co-pays and fee-scale payments at the time of your visit. We will send you a bill if your insurance tells us that you are financially responsible for more costs from your visit such as additional co-pays, deductibles, and for services not covered by your insurance. Please contact your insurance company directly for explanations on costs they will not cover. If you are on a fee-scale, Chase Brexton will collect a nominal charge amount for all services at the time of your visit. Please call Chase Brexton s billing team at if you have any questions about your bill. You may pay your balance while in the office or by using our website: FOR MORE INFORMATION, PLEASE CALL US AT , EXT BILLING STATEMENTS & BALANCES IS TOBACCO A PART OF YOUR LIFE? MAYBE IT'S TIME TO TAKE THE LAST DRAG: FREEDOM FROM SMOKING This 6-week program is free and open to the public. Learn tips, get support, and receive free (yes, free!) nicotine replacement patches or lozenges. You can quit. Let us help. MT. VERNON CENTER: MONDAYS, 5:30 PM TO 7 PM TO FIND OUT MORE, OR TO REGISTER FOR THE CLASS, CALL , EXT. 2212, AND LEAVE A MESSAGE. 14

15 THE PATIENT-CENTERED MEDICAL HOME MODEL THE PATIENT CENTERED MEDICAL HOME (PCMH) IS AN APPROACH TO PROVIDING COMPREHENSIVE PRIMARY CARE FOR CHILDREN, YOUTH, AND ADULTS. THE PCMH MODEL CREATES A HEALTH CARE SETTING THAT FACILITATES PARTNERSHIPS BETWEEN INDIVIDUAL PATIENTS AND THEIR PERSONAL PHYSICIANS, AND WHEN APPROPRIATE, THE PATIENT S FAMILY. THE GUIDING PRINCIPLES OF THE PCMH MODEL INCLUDE: Each patient has an ongoing relationship with a primary care provider (PCP) who provides continuous and comprehensive care. The PCP directs a team of individuals within the organization who collectively care for each patient. The team takes a whole-person approach to caring for patients and coordinates care across multiple settings. Practices advocate for their patients to achieve health outcomes through a compassionate partnership between providers, patients, and patients' families. Evidence-based medicine and clinical decision-support tools guide decision making. Primary care providers in the practice accept accountability for continuous quality improvement through voluntary engagement in performance measurement and improvement. Patients actively participate in decision-making and feedback is sought to ensure patients expectations are being met. Information technology is utilized appropriately to support optimal patient care, performance measurement, patient education, and enhanced communication. Chase Brexton believes this model is the strongest avenue for the care of our patients. Through this model and working together with your health care team, we believe you are able to achieve your best quality of life. TO LEARN MORE ABOUT THIS CARE MODEL, VISIT: PATIENT CENTERED MEDICAL HOME 15

16 COLUMBIA CENTER EASTON CENTER Fax: Fax: MT. VERNON CENTER Fax: RANDALLSTOWN CENTER Fax: MICA STUDENT HEALTH Fax: WAY STATION Fax: CHASEBREXTON.ORG Toll Free: