Www.careresource.org Application Wp-content Uploads CR2013 PatientHandbook Final ENG

8/13/2019 Www.careresource.org Application Wp-content Uploads CR2013 PatientHandbook Final ENG

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Miami Dade Ofce

3510 Biscayne Blvd.

Miami, FL 33137Tel (305) 576-1234

P A T I E N T H A N D B O O K

Broward Ofce

871 W. Oakland Park Blvd.

Ft. Lauderdale, FL 33311Tel (954) 567-7141

Miami Beach Ofce

777 17th Street, Suite 400

Miami Beach, FL 33139Tel (305) 673-3555

CARERESOURCE.ORG@CareResourceFL /CareResourceCONNECT

WITH US:


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1 CARE RESOURCE PATIENT HANDBOOK

At Care Resource, 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 the guidance and advice to support

you.

The decisions you make in your daily life effect your overall health. Your

Care Resource health care team can offer you help to get the most from

your health care.

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

Dont use harmful substances - such as drugs, tobacco,

and excessive alcohol

Take your medications as prescribed

Plan ahead - dont run out of medications Learn about resources that might help you

Keep all of your Care Resource appointments

Your Helath Care Team

EXT. 212Medical Records, Authorizations,

& Referrals

EXT. 290 & 291Front Desk/Check-In, PrescriptionsRequest, Letters and General Info

EXT. 119 & 117Front Desk/Check-In, PrescriptionsRequest, Letters and General Info

EXT. 360Front Desk/Check-In, PrescriptionsRequest, Letters and General Info


& Referrals

EXT. 470 & 471

Medical Appointments & Cancellations (ALL LOCATIONS).


& Referrals

Miami Office Broward Office Miami Beach Office

MEDICAL SERVICES EXTENSIONS


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TO MAKE AN APPOINTMENT CALL (305) 576-1234. 2

Table of Contents

The Care Resource Mission and Vision -------------------------------------------3

Patient Rights and Responsibilities---------------------------------------------- 4-5

Condentiality, Concerns, Compliments----------------------------------------6

The Primary Care Medical Home Model ----------------------------------------7

Services We Offer ------------------------------------------------------------------------8

Sliding Scale, Billing Statements, & Balances ----------------------------------9

No-Shows -----------------------------------------------------------------------------------9

What to Expect at Your Medical Appointment----------------------------- 10

Walk-in Appointments & Running Late ----------------------------------------- 10

LGBT Health Care--------------------------------------------------------------------- 11

HIV/AIDS & Infectious Disease Care-------------------------------------------- 12

Requesting Your Records ----------------------------------------------------------- 12

Urgent Medical Care ----------------------------------------------------------------- 13

Behavioral Health & Substance Abuse Services---------------------------- 14

Dental Services------------------------------------------------------------------------- 15

Nutritional Services -------------------------------------------------------------------- 15

Health Screenings --------------------------------------------------------------------- 16

Laboratory Services------------------------------------------------------------------- 17

Case Management and Outreach --------------------------------------------- 17


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MissionThrough Education, Prevention, Research, Care & Treatment, and

Support Services, Care Resource Improves Upon the Health and

Overall Quality of Life of Our Diverse South Florida Communities in

Need.

VisionCare Resource strives to expand and improve the provision of

a broad continuum of services in response to growing needs for

certain services among specic populations in the South Florida

community, making special efforts to engage hard-to-reach

populations through effective, culturally appropriate messages.

Mission &Vision

The


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Care Resource is committed to providing quality health care. It is our

pledge to provide health care services with respect and dignity. In

keeping with this pledge and commitment, we present our Patient

Rights and Responsibilities.

Your Rights as a PatientAs a client of Care Resource, you have many rights. We always want to make

sure you are valued and served in the most professional manner. Heres what

you can expect:

Respectful treatment by staff.

Services provided without discrimination because of race, age, religion,nationality, origin, sex, sexual orientation, gender identity, disability oreconomic status.

Condentiality (privacy) except when there is danger to you or others.

To choose and/or change providers at anytime.

Active participation in the development and review of an individualizedtreatment plan -- this includes the right to know and meet with theprofessional staff members responsible for your care, to know their

professional qualication and to know their staff person. The least restrictive type of treatment that can meet your needs.

The option to pursue a complaint through the written grievanceprocedure provided at intake.

To understand the services that Care Resource provides including yourrights and responsibilities as a client before receiving services from

Care Resource.

To be referred to appropriate services and agencies when your needs are

beyond what can be provided at Care Resource.

To give informed consent or to refuse treatment and to be advised of theconsequences of such refusal.

To a humane and safe environment giving your reasonable protection

from harm and appropriate privacy with regard to your personal needs.

To be provided care, treatment, or services in the language you feel mostcomfortable with.

To obtain care from other clinicians within the primary care medicalhome, to seek a second opinion, and to seek specialty care.

Patient Rights and Responsibilities


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Your Responsibilities as a PatientAs a client of Care Resource, you have many responsibilities too. We alwayswant to make sure you understand your responsibilities and accept the creditfor your success in treatment. We expect you:

To maintain the condentiality of other clients.

To follow the Program Rules.

To follow the grievance procedure as outlined in the Client Grievance

Procedure for any problem or concern.

To inform therapist/case managers at the agencies from which you receiveservices, that you are also receiving services from Care Resource;

coordination of services between agencies is to your benet.

To treat all Care Resource staff, volunteers, and clients respectfully; you willnot be verbally or physically abusive.

To follow the treatment plan that you have developed with your physician,therapist/case manager.

To keep all scheduled appointments (medical, lab, dental, casemanagement, individual and group therapy). You will give 24 hours noticeif you need to miss an appointment and reschedule the appointment withyour physician, therapist and/or case manger.

To attempt to remain drug and alcohol free while on the premises of Care Resource.

To provide Care Resource staff with an update of any changes in your status(physical, nancial, emotional).

To provide your own transportation whenever possible. If unable to provideyour own transportation; you should contact your case manager.

To allow your providers to consult with other health care professionals aboutyour care.

To arrange for payment of medical bills and applying for all benets andentitlement programs for which you are eligible.

FEELING FRUSTRATED?

ASK FOR HELPBut Dont Act Out.

Violence, threats, or harassment of patients, staff or visitors WILL NOT be tolerated at Care Resource.


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Condentiality

Concerns, Compliments, & Suggestions

Condentiality is important to us. Information about you will

not be released outside of this agency or any Care Resource

location without your consent (except by law, court order, or inan emergency). For information to be released your permission is

required and you will be asked to sign a release form.

Your condentiality is always being protected:

If someone asks for information about you, we cannot tell her/himanything without your consent. This includes family members andfriends.

If there is someone you would like us to give information to or shareinformation with, such as a partner or family member, you rst need tosign a release giving us permission to do so.

If a Care Resource staff person sees you outside our ofces, she/he willnot acknowledge you unless you do so rst. This way you do not haveto explain to anyone who we are. It leaves the choice up to you.

If at any time you are uncomfortable, or believe that a staff memberhas not kept your information private enough, please let that staffmember know. If you do not feel comfortable talking to that person,tell your provider or a supervisor. We want to provide the best possibleservice, and your comfort is important.

TELL US HOW WE ARE DOING!

Care Resource staff are always available to discuss your concernsor suggestions and once a year, Care Resource conducts ourannual patient feedback survey.

You may also call our Quality Assurance Department at

(305) 576-1234. Your input is very important to us!


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The Primary Care Medical Home Model

The Primary Care Medical Home (PCMH) is an approach to providingcomprehensive primary care for children, youth, and adults. The PCMHis a health care model built on strengthening partnerships between

individual patients, their network of providers, and, when appropriate, thepatients family.

The PCMH involves many attributes. Among them:

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 whocollectively care for each patient.

The team takes a whole-person approach to caring for patients.

Quality and safety are hallmarks of the medical home.Some of these include:

Health care providers will support their patients to achieve healthoutcomes through a compassionate partnership between physicians,patients, and the patients family.

Evidence-based medicine and clinical decision-support tools guide decision making patients have the right to a coordinated care,

including referrals to specialty care.

Primary care providers in the practice accept accountability forcontinuous quality improvement through voluntary engagement inperformance measurement and improvement.

Patients actively participate in decision-making and feedback issought to ensure patients expectations are being met.

Information technology is utilized appropriately to support optimalpatient care, performance measurement, patient education, andenhanced communication

Care Resource believes this model is the strongest avenue for the care ofour patients. Through this model, working together with their health careteam, patients are able to achieve their best quality of life.

To learn more about this care model, visit:www.jointcommission.org/accreditation/pchi.aspx


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Services We Offer


Outpatient Primary Medical Care

In-Office Lab Services

Primary Dental Care

Medical Case Management

Housing Case Management

Linkage Case Management

Mental Health Therapy/Counseling

Outpatient SubstanceAbuse Counseling

Health Prom. & Prev. Services

I-ACT for WOC

PREP-M

ARTAS

Transportation Assistance Services

Food Bank Services

Available at SoBeThrifty

ThroughFood For Life Network

Miami Ofce | 3510 Biscayne Blvd. | Miami, FL 33137

Broward Ofce | 871 W. Oakland Park Blvd. | Oakland Park, FL 33311Miami Beach Ofce | 777 17th Street, Ste. 400 | Miami Beach, FL 33139

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SPECIALIZED PROGRAMS

CORE PROGRAMS


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Sliding Scale, Billing Statements, & Balances

No-Shows

Sliding Fee Scale

Patients who are uninsured may be eligible for a discounted fee for

services. If you apply, your fee eligibility is based on your gross household

income and household size and is calculated using federal guidelines.

To qualify, your total household income must fall at or below 200% of the

Federal Poverty Level.

You may apply by completing the fee scale application form and turning

it in at the registration desk - medical, behavioral health, or dental - with

the required proof of income and family size. The following documents

are acceptable proof of income:

One month of consecutive pay stubs or letter of salary

1040 Tax Forms

Unemployment letter

Social Security award letter

Support letter, also called Verication of No Income

(for those with no income)Billing Statements and Balances

Care Resource collects co-pays and fee-scale fees at the time of your

visit. However, you may also receive a bill or statement from us after your

visit. We will send you a bill if your insurance tells us that you are nancially

responsible for more costs from your visits such as co-insurance,

deductibles, and non-covered services. Please contact your insurance

company directly for explanations on costs they will not cover. Please call

Care Resources billing department if you have any questions about your

bill. Please pay your balance while in the ofce or by mail.

Couldnt make your appointment? Missed it? Forgot it? Please give us24-hours notice if you know you will not be able to keep your scheduledappointment so that we may offer the time to someone else who needs

to be seen. If you cant remember when your next appointment isscheduled, please call your ofce location to get the exact date and time.


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What to Expect at Your Medical Appointment

Walk-In Appointments

Running Late for Your Appointment?

Your rst medical appointment will last about one hour. Follow-up and

sick visit appointments will usually last less than one hour.

EVERY APPOINTMENT - remember to bring:

Your insurance card

A legal photo ID (license, state-issued ID, or passport)

Any necessary referrals

Any co-pays

Arrive 15 minutes before your medical appointment

Bring completed forms and/or be ready to complete all necessarypaperwork. Our front ofce staff can help you if you need assistance

lling out paperwork.

You will be checked in by the front desk staff. Next, a patient care

assistant will check your weight, height, blood pressure, and pulse.

Your primary care provider will ask you about your medical history and

examine you. You may also visit the lab for blood tests. A case

manager will be available if you have any questions or needs.Before you leave the ofce, go to the reception desk to check out.

You will be able to schedule your next appointment before you leave.

Care Resource accepts walk-in appointments for individuals who are unableto call ahead for an appointment. Walk-in patients will be accommodated

around pre-scheduled appointments and patients with urgent care needs.

Care Resource respects each clients time and expects that clients also respectour providers time. If you are running late for your appointment, please call ourofce to let us know!If you are running late and unable to call, Care Resource willmake every effort to accommodate you when you do arrive for your appointment.

If you arrive for your appointment beyond a reasonable time frame and thestaff is not able to accommodate you, your appointment will be rescheduled.


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When Care Resource is Open

If you are a Care Resource medical patient and you are feeling sick or have

an urgent (not life-threatening) medical problem, call your Care Resource

medical ofce and ask to speak to the medical staff. If you get our voicemail, leave a message. We often have same day or walk-in appointments

for sick/urgent matters - however, it is recommended that you call before

coming in.

When Care Resource is Closed

We are available after hours through our answering system. If your

problem cannot wait until we open again, call our main phone line:

305-576-1234. Let the answering system know whether you require medical

or mental health care. Our answering system will relay the call to the

on-call provider who will address the issue or concern.

If you are having a medical or mental health emergency, call 9-1-1 or go

to the nearest emergency room.

If you go to an emergency room, let your ER provider know you are aCare Resource patient. If you are sick and need an appointment, call to

schedule one.

Urgent Medical Care


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Behavioral Health & Substance Abuse

Care Resources diverse behavioral health and substance abuse services

and programs will help you manage your emotional and psychological

well-being, so you can thrive.

Our Behavioral Health services include:

Counseling and Therapy

Individual counseling

Group counseling

Psycho-educational groups

Health and behavioral services

Psychiatry

Psychiatric diagnosis

Medication management

Care Resource offers outpatient substance abuse services.

Our staff of addictions professionals provide:

Evaluations

Individual and group counseling

Outpatient program services

Referrals to more intensive treatment programs as needed


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Health ScreeningsCare Resource offers walk-in testing services to anyone.

Our HIV/STD screening services include:

HIV Counseling, Testing, and Referral

Free, condential/anonymous

No appointment necessary

Oral swab (OraQuick) andconrmatory nger stick (OraSure)

Results in 20 minutes

STD Screening and Treatment

Current Care Resource patients:

please make an appointment with

your provider or walk-in.

Non-patients: Screening for

Chlamydia, gonorrhea, syphilis,

HIV, Hepatitis C; is available Treatment as needed based

on diagnosis.

Other Health screening services include:

Glucose, Cholesterol &Blood Pressure Screening

Current Care Resource patients:

please make an appointment with

your provider or walk-in.

Non-patients: Screening for

Glucose, Cholesterol & Blood Pressure

screening is available

Treatment as needed based on diagnosis.


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Laboratory Services

Case Management and Outreach

Most Care Resource locations now offer convenient, on-site lab services

to provide you with most routine testing.

Costs of testing are dependent upon your insurance. Or, if you are on aCare Resource sliding fee scale, you will be responsible for part of yourbill for lab tests. Please call ahead if you want information on prices forindividual tests.

Results:Lab results are available in the ofce or through our Patient WebPortal. Just log-on with your username and password to quickly andsecurely access your lab test results!

Patients will be given a referral for lab services we do not offer at our

ofces.

Care Resources case managers are available to assist in coordinatingyour care by assessing your eligibility for programs and services to helpsupport your health. Together, you and a case manager will identify your

needs and develop a plan of care.

Our Case Management services include help with:

Insurance and pharmacy coverage

Income entitlement programs

Job training and education programs

Housing

Transportation

Emergency and nancial assistance

Substance abuse programs

Mental health support

Concrete needs such as: food, clothing, eyeglasses,

and medically necessary items

Case managers also help with referrals, advocacy, and developing and

maintaining realistic health care plans. Current Care Resource patients

are welcome to case management by simply walking in.


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NOTES

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MIAMI DADE OFFICE3510 Biscayne Blvd.

Miami, FL 33137Tel 305.576.1234

BROWARD OFFICE871 W. Oakland Park Blvd.Ft. Lauderdale, FL 33311

Tel 954.567.7141

MIAMI BEACH OFFICE777 17th Street, Suite 400Miami Beach, FL 33139

Tel 305.673.3555

TRANSGENDER DROP-INCENTER AT SOBE THRIFTY

1435 Alton Rd.Miami Beach, FL 33139

Tel 305.672.7251

Documents

Www.careresource.org Application Wp-content Uploads CR2013 PatientHandbook Final ENG