Frequently Asked Questions. Healthpointe Center

Transcription

1 Frequently Asked Questions Healthpointe Center Q: What is the Healthpointe Center? A: The Healthpointe Center is a state-of-the-art onsite medical clinic, located at the Healthpointe Building on the Pleasanton Corporate Campus. The clinic provides Safeway employees and their families with access to convenient, high-quality and affordable health care. Q: Where is it located? A: The Healthpointe Center is in the same facility as the current Fitness Center on Safeway s Corporate Campus. The address is 5858 Stoneridge Mall Road, Suite 100, Pleasanton, CA Q: What are the operation days/time for the Healthpointe Center? A: The Healthpointe Center is open Monday through Friday, 7 a.m. to 6 p.m. The Healthpointe Center phone number is From a Safeway phone, dial Q: Will the Lab have different (extended) hours? A: The lab hours will be 7 a.m. - 5 p.m. Effective January 1, 2014, you will need to make an appointment for lab services. You are also welcome to visit one of the preferred laboratory locations, which can be found on My AisleOne. Q. Will the clinic have weekend hours? A. At this time, the clinic will only be operating during normal business hours. We will continue to evaluate the demand and extend hours as needed. Q: Who can use the Healthpointe Center? A: The Healthpointe Center is open to all Safeway employees and their immediate family members in the Bay Area. This includes all Pleasanton and Walnut Creek Corporate, NorCal backstage and retail employees, family members, employees visiting the Corporate Campus, employees on a Leave of Absence (LOA), retirees on a Safeway Medical Plan and COBRA participants. Q: Who is considered an immediate family member? A: An immediate family member is a spouse/domestic partner or dependent child under the age of 26. Q: Will Blackhawk employees and Contractors have access? A: No, not at this time. 12/23/2013 1

2 Q. Are there plans to open other medical clinics for employees? A. At this time, the focus is to successfully continue operations of the clinic in Pleasanton. There are no current plans to open other onsite clinics. Q: Why did Safeway open the Healthpointe Center? A: The health and well-being of Safeway employees and their families is a top priority for the company. We want employees to have access to the resources they need to reach their personal health goals; this includes the best care and service that s convenient and competitively priced. We are in partnership with employees and your family members to shape a healthy work environment and build a sustainable Culture of Health. Q: How is the Healthpointe Center different? A: The Healthpointe Center was exclusively designed for Safeway employees and your families. Everything from the layout, staff, services and vendors was carefully selected to bring you the highest-quality, most convenient and most affordable care, focused on primary and preventive care for all stages of life. Just as important, the Healthpointe Center offers employees a personalized, patient-centered medical home model, in which a primary care physician leads a team of health care professionals who help coordinate ongoing care for primary, preventive and acute care services. Q: Are there any advantages to using the Healthpointe Center? A: Yes, the many advantages include the following: You choose whenever you want to use the Healthpointe Center. It offers convenient hours and appointments to meet your primary and preventive health care needs. It also offers same-day and next-day appointments for patients with urgent medical needs. You have access to a team of health care providers conveniently located on the Pleasanton Campus to offer coordinated care. Safeway Premier and Standard Plan members receive special copay pricing for primary, preventive and acute care visits. Your medical records are kept securely online in a single system, accessible only by the Healthpointe Center care team. This means that your visit history is easily accessible for clinic staff, so you don t have to keep repeating your medical history to different team members. You ll also have direct, online access to your medical records and be able to send s to the health care team and schedule appointments. Q: Do I have to use the Healthpointe Center? A: No. Use of the Healthpointe Center is completely voluntary and confidential. Q: If I use the Healthpointe Center, does that mean I should stop seeing my current primary care physician? A: The physician you visit is completely your choice. You have options: You can make the Healthpointe Center your medical home and make the Healthpointe Center physician your primary care physician; or You can continue to see your current primary care physician and consult the Healthpointe Center physician and team whenever it is convenient for you; or You can remain with your current primary care physician. 12/23/2013 2

3 Q: Will my physician outside of the Healthpointe Center have access to the QuadMed electronic medical records? A: At this time, only the care team at the Healthpointe Center will have access to QuadMed s electronic medical records. Patients can request that their medical records be shared with outside providers by completing a Release of Medical Records form that is available at the Healthpointe Center and the staff will help you coordinate the transfer of your records. Q: What does patient-centered medical home model mean? A: Unlike a more traditional approach, where physicians may treat you without consulting with each other, the medical home model involves the Healthpointe Center s primary care physician leads a team of health care providers who help coordinate your ongoing care. An onsite physician, nurse practitioner, registered nurse, licensed vocational nurse, medical assistant, workplace health benefit liaison and dietitian will all be on staff to help you. Your medical team will work with you to learn your medical history and lifestyle so they can provide care and treatment options that make sense for you making you a partner in your own care. This includes assistance with locating the right specialist(s), in your area, based on your needs/diagnosis. The care team will work with you and any specialists to manage your care. Appointments Q: How can I make an appointment? A: You will be able to make appointments through the Healthpointe website, under the Quad Med tab. You ll be able to access the site: From the Safeway Employee Gateway >> Resources >> Health & Wellness >> Healthpointe >> Quad Med By visiting healthpointewellness.com By visiting My AisleOne, myaisleone.com (Safeway benefits-eligible employees only) Q: What type of appointment will I be able to make? A: There are five appointment types: Sick Visit: Appointments for acute care conditions, such as allergies, care for a sore throat or flu-like symptoms. General Visit (preventive): Appointments for preventive health, follow-up or physical exams. General Visit (procedure): Appointments for procedures, such as laceration repairs, mole removals or biopsies. Health and Wellness Coaching: Weight management, lifestyle modifications and nutritional assessments. Lab Services: Standing lab or new lab orders. Services Q: What types of services are offered at the Healthpointe Center? A: The Healthpointe Center offers: Coordinated and customized primary and preventive care services Same day urgent care services Chronic care management Labs Medication pick-up (filled at the Bernal store in Pleasanton and delivered to the Healthpointe Center) 12/23/2013 3

4 Secure electronic medical records Health education and coaching Q: Does the Healthpointe Center offer urgent care services? A: Yes, the Healthpointe Center offers same day and urgent care services during operating hours Monday through Friday. Q: Will there be a Pharmacy? A: There will not be a Pharmacy at the clinic, however, there is a medication pick-up window at the Healthpointe Center. Prescriptions are filled at Safeway s Bernal store in Pleasanton and delivered to the Healthpointe Center. You can order refills through any pharmacy you choose. If you use the Bernal store, you can pick up your prescriptions at the Bernal store pharmacy or at the medication pick-up window at the Healthpointe Center. Q: Are there translation services? A: QuadMed has a telephonic translation service that will be leveraged for patients that require translation assistance. Q: Are there pediatric services for my child(ren)? A: Yes, you can bring your child in for primary care visits including physicals, immunizations or illnesses and minor injuries. Q: Can I get my Healthy Measures testing at Healthpointe? A: Yes, you can make an appointment to get your Healthy Measures screenings through the scheduler locator tool in My AisleOne. For more information regarding Healthy Measures, visit My AisleOne at Cost of Services Q: Will the Healthpointe Center take my insurance? A: The copay/fee structure will vary based on each patient s insurance plan and services provided. Payment for clinic visits is due at the time of your appointment your insurance provider will not be billed separately for your visit. Please note that these copays/fees do not apply toward any Safeway Medical Plan s annual deductible. Your regular deductible and coinsurance apply to any office visits outside of the Healthpointe Center. Similarly, costs for lab work, medications and some vaccinations are not included in the copays and fees that you pay for Healthpointe Center visits. Your regular benefits apply to these services. Patients with no insurance will be fully responsible for all payments. Safeway Premier and Standard Medical Plan with HRA, Administered by Anthem Blue Cross Visit Type Description Copay Preventive Clinical visit $0 Sick Clinical visit $5 General Clinical visit with procedure $5 12/23/2013 4

5 Labs Labs performed in the Healthpointe Center Lab benefit applies per Safeway s Health Plan. See My AisleOne and Castlight to determine the most costeffient and convenient location for you or your family. Medication/ Vaccines Specialists Any prescriptions/vaccine ordered by the treating physician Any referrals made by clinic Pharmacy Benefit applies per Safeway s Health Plan Patients pay for specialists per Safeway s Health Plan Kaiser CA Deductible HMO with HRA and all other medical plans Visit Type Description Cost Preventive/General/Sick visits Clinical visit $40 General Clinical visit with procedure $80 Labs Medication/ Vaccines Specialists Any labs performed in or outside of the clinic Any prescriptions/vaccine (ordered by the treating physician Any referrals made by clinic Patients pay for lab work per their regular health plan benefits Patients pay for medication costs per their regular health plan benefits Patients pay for specialists per their health plan Q: Is lab work covered? A: Costs for lab work are not included in the copays and fees that you pay for Healthpointe Center visits. Your regular benefits apply to these services. You will need to present identification and your medical card for lab work. Effective January 1, 2014, employees are welcome to use any lab services that are convenient for them, and if you choose Healthpointe, you will be asked to make an appointment for lab services. Q: How do payments for medications and vaccines work? A: Costs for medications and vaccinations are not included in the copays and fees that you pay for Healthpointe Center visits. Your regular benefits apply to these services. Patients will obtain medications through whichever pharmacy they choose. The Healthpointe Center has a partnership with Safeway s Bernal store in Pleasanton; if patients work through this pharmacy, they have the option of having their medication delivered to the Healthpointe Center to pick up there. 12/23/2013 5

6 Q: Will I be able to use my Flexible Spending Account for copay/fees/labs and prescription payments? A: Yes, the clinic will be able to accept your Flexible Spending Account. Healthpointe Center Care Team Q: Who works at the Healthpointe Center? A: Safeway, in partnership with QuadMed, has recruited a high-quality team of dedicated health care professionals to staff the Healthpointe Center. To help ensure and maintain a strong-level of confidentiality for Safeway employees, we are working with QuadMed, who will oversee the clinic s operation. The team includes a Primary Care Physician, Nurse Practitioner, Registered Nurse, Licensed Vocational Nurse and a Medical Assistant. Additionally, the staff will work with Safeway s Director, Clinical Services (Tammy Watts, RN, NP) and Registered Dietitian (Lisa Bellini). Beginning January 1, 2014, the team will expand to include a Workplace Health Benefit Liaison, who will provide guidance and coaching. Q: Who is QuadMed? A: QuadMed is a third-party vendor that is a nationwide leader in employer-sponsored health care. They have over 20 years of industry experience in providing high-quality health care to employees. They re familiar with Safeway s culture and service standards and will provide the high-quality care and service to Safeway employees and their families that QuadMed is known for. Q: Why did Safeway choose QuadMed? A: QuadMed is a respected, nationwide leader in employer-sponsored health care. They are committed to providing an outstanding patient experience within the framework of Safeway s culture and service model, while helping to ensure confidentiality for Safeway employees personal health information. Communications Q: Where can I find out more information about the Healthpointe Center? A: You may visit the Healthpointe Center site on the Safeway Employee Gateway >> Resources >> Health & Wellness or visit from work or home. Q: How can I provide feedback on the new Healthpointe Center? A: After your visit, you are invited to complete an online survey located on the ipad in the clinic waiting room. Safeway wants to make sure you receive an exceptional patient-care experience. Confidentiality Q. Will my information and consultation be kept confidential and private? A. Confidentiality is critical in a health care setting and health care providers are held to strict patient confidentiality rules. All patient medical information is maintained in the strictest confidence and is not accessible to Safeway. The clinic is administered by a third-party company, QuadMed. As a reminder, your health information is also protected by a federal law called HIPAA (Health Insurance Portability and Accountability Act of 1996). 12/23/2013 6

7 Q: Who has access to my electronic medical records? A: Your electronic medical records are kept securely online, managed through the secure QuadMed website. Your physician and the Healthpointe Center care team have access to ensure you receive an integrated program of care that is tailored to your individual needs, lifestyle and health goals. Your visit history is easily accessible for clinic staff, as well, so you will not have to repeat your medical history to different providers on the health care team. 12/23/2013 7