Patient Handbook- Central North Alabama Health Services, Inc.

PATIENT HANDBOOK

Dear Patient,

From the moment you enter Central North Alabama Health Services, Inc. Family Health Centers’ doors, we want you to become a part of a long tradition of patient-centered, quality care. At our Family Health Centers, we are committed to excellence and delivering the highest quality health care and services to all our patients. We know that good care involves more than good medicine and good providers. It is about having a pleasant, comfortable, and satisfying experience every time you visit us. Our highly trained staff is dedicated to meeting your healthcare needs. We want to help you feel better and will work with you to help you manage your health.

Use this Handbook to learn more about our services and resources that are available to you. It includes essential information that addresses commonly asked questions about our services, facilities, policies, and procedures, as well as how to get the most out of your visits.

Thank you for choosing us as your primary source of health care, and welcome to the CNAHSI family!

Sincerely,

Carleton H.A. Pyfrom, Sr.

“Caring About People”

Central North Alabama Health Services, Inc. (CNAHSI) was incorporated in the state of Alabama July 1982 as a 501(c)(3) private non-profit Corporation. CNAHSI began service delivery in September 1982 as a two-physician family practice. Today, CNAHSI has evolved into one of the largest accredited primary healthcare group practices in North Alabama, providing services to more than 100,000 residents of Madison, Limestone and Morgan counties.

Mission

The mission of Central North Alabama Health Services, Inc. is to improve the quality of life in our community by providing access to quality healthcare services.

Vision

We envision a community where all people have access to holistic healthcare and have a sincere/passionate belief in their well-being.

Value Statement

The quality and quantity of our work performance are absolutely vital to the success of our mission and the sustainment of our institutional well-being.

Our Core Values

• Customer Satisfaction

• Collaboration/Partnership

• Recognition and Acknowledgement

• Diversity

• Work Performance

• Fiscal Accountability

• Innovation

We Are Your Patient Centered Medical Home!

In 2016, we received Primary Care Medical Home Certification from The Joint Commission. A Patient Centered Medical Home (PCMH) is called a “home” because we would like to be the first place you think of for all your healthcare needs. Much like a home, the goal is to make it easy and comfortable for you to get the care you need in a way that works best for you . Within our home, a partnership develops between you and your Care Team: providers, clinical support, and office staff are dedicated to coordinating the services you need.

Our Commitment to You

• Provide a safe, healthy, and respectful health environment.

• Partner with you in making informed healthcare decisions.

• Keep you informed, and on track with our shared goals by coordinating resources, and coaching opportunities.

Service Benefits for You

• Annual Care Visits

• Telehealth Appointments

• Personalized Care Planning

• Transitional Care Services and more

Excellence

In our pursuit for excellence in healthcare services, Central North Alabama Health Services, Inc. (CNAHSI) has obtained the “Gold Seal of Approval” from The Joint Commission. This accreditation provides the most comprehensive evaluation process in the healthcare industry and represents the “gold standard” in healthcare. CNAHSI received its accreditation from The Joint Commission June 1998. Since then, we have maintained our accreditation which is a testament of our dedication to provide our patients with safe and high quality healthcare services.

Complete and Convenient Care

We offer a wide range of health care services to keep you and your family healthy and feeling your best. Once you become a patient of Central North Alabama Health Services, Inc., you have access to all services within our healthcare system.

Communicating with Your Healthcare Team

Your care team wants to establish a caring relationship with you and your family. To do that we would like for you to see the same people each time you visit us. Please write the names of your care team so that you can remember who to schedule your appointments with when you call.

Your Health Care Team:

Provider

Clinical Support Team

Case Manager

Other

We Are a Group Practice!

Our providers work together as a team in a group practice setting. If your Primary Care Provider (PCP) is not available, we will schedule you with another provider on the Care Team. This ensures that you will receive continuous care from any of our providers who are either Board Certified or Board Eligible.

Learn more about our providers by visiting our website at https://www .cnahsi .com/staff/ or scanning the QR code to the right .

We are there when you need help!

Our innovative technology enables our providers to access your medical records anytime. This maintains integrated care so that we can first focus on you. If your PCP is not available, you can rest assured that another team member will be able to care for you by leveraging our technology and accessing your medical records to provide care when you need it.

How To Communicate With Us

• Please call your local health center’s phone number directly for information or requests regarding your care.

• When contacting the Care Team, you may be asked to leave a voicemail. If so, leave your name, date of birth and the reason for your call. Our staff will return your call within 24 hours.

• You can also send non-urgent messages or questions through the patient portal.

• Always notify the Care Team if you are admitted to the hospital and when you are discharged from the hospital. Your provider will want you to have a visit within 48 hours of your discharge.

• Please request all records from non-CNAHSI providers be faxed to your designated family health center’s fax number. See the back of this booklet for your location’s fax number.

How We Will Communicate With You

Your Care Team may call you and/or send letters related to your care. Please let us know any time your contact information changes. Our front desk staff will confirm your contact information at every visit .

Depending on the contact preferences you select, we may call, email, and/or text you. With your consent, we will send voice messages to your phone about appointments, labs, and prescriptions. Please listen to the entire message, follow any instructions given, or provide the requested information.

• We will always attempt to schedule you with your Primary Care Provider (PCP). If your PCP is not available, we will schedule you with another provider on the Care Team. To help us prepare for your visit, inform the scheduler regarding the reason for your visit.

• We do our best to accommodate same-day sick and emergency dental patients. We attempt to work these patients into our schedule which may result in a longer wait time.

• Depending on your visit, you may be asked to arrive early or bring documents such as photo ID, proof of income, and immunization or hospital records with you. To prevent delays, please follow the instructions from the scheduling staff.

48 Hours

• You will receive reminder calls for medical appointments from our automated system. Please make sure that if you need to cancel or reschedule an appointment, you provide a 24 hour notice.

We’ve Been Caring About People Since 1982!

Appointment Policy

You have a responsibility to keep your scheduled appointments. We understand that sometimes schedule adjustments are necessary. Therefore, we respectfully request at least 24-hour notice for cancellations or rescheduling of appointments. Any patient who fails to arrive for a scheduled appointment without canceling the appointment less than 24 hours before the scheduled time is considered a “no-show”.

Walk-ins

It is always better to have an appointment. If you need to walk in, we will do our best to work you into our schedule. Longer wait times will be experienced by patients that walk in without an appointment.

Scheduling Appointments Appointments

You can make a medical appointment by:

• Calling a CNAHSI Family Health Center directly .

- Huntsville | 256-533-6311

- Athens | 256-230-3061

- New Market | 256-379-2101

- Toney | 256-851-8804

• Speaking with someone at the front desk of your Family Health Center .

• Visiting our website at www .cnahsi .com

Please bring to your appointment:

1. Your co-pays, deductibles or the cash payment requirements that are due at time of service

2. Government issued picture ID (Driver’s License/Non-Driver Photo ID, Military ID, etc.)

3. Insurance card/s

4. Medical records, imaging results and/or digital imaging, prescribed medications, and over-the-counter medications you are currently taking

Payment for Service

At CNAHSI, we are committed to building a successful physician-provider relationship with you and your family. Your clear understanding of our Patient Financial Policy is important to our professional relationship. Please understand that payment for services is a part of that relationship. Please ask if you have any questions about our fees, our policies, or your responsibilities.

Insurance

We gladly accept all major insurances, including Medicaid, Medicare, Blue Cross Blue Shield of Alabama, Tricare, and most commercial insurance plans. We will bill your primary insurance company as a courtesy to you. To properly bill your insurance company, we require that you disclose all insurance information including primary and secondary insurance, as well as any change of insurance information. Failure to provide complete insurance information may result in patient responsibility for the entire bill. If your insurance company is not contracted with us, you agree to pay any portion of the charges not covered by insurance, including but not limited to those charges above the usual and customary allowance. If we are out of network for your insurance company and your insurance pays you directly, you are responsible for payment and agree to forward the payment to us immediately.

Co-pays, Deductibles, and Payments

All co-payments, deductibles, and past due balances are due at the time of check-in unless previous arrangements have been made with our business office. As a reminder a deductible is the amount you pay for healthcare services before your insurance starts to pay anything. This is due at the time of service. We accept cash, checks, money orders, Visa, MasterCard, Discover, and debit cards. Unpaid balances past 90 days of service will be turned over to collections unless previous arrangements have been established with our business office. We reserve the right to place balances in bad debt collection.

Please pay your balance while in the office . If you need to pay from home, you can pay by logging in to your patient portal or by calling us at 256-533-6311 and selecting option 4 .

Adjustable Payment Plan/ Sliding Fee Scale

CNAHSI offers a sliding fee scale program to its patients, the Adjustable Payment Plan (APP), based on household size and gross household income. Patients that are uninsured or underinsured and whose annual income is at or below 200% of current DHHS Federal Poverty Guidelines may qualify for this program.

Patients who utilize the APP are required to verify their income status at each visit. Any change including but not limited to household size, insurance status, or income should be reported to the front desk. Once approved, the patient will remain qualified for one year, unless a change in family size or family income is reported that will change the APP category or eligibility for the adjustment. Patients must re-certify annually, and eligibility is reevaluated annually.

The APP makes care affordable

• Category A patients receive a 100% adjustment on total charges and will pay a nominal fee.

• Category B, C, D, and E patients pay a minimal fee that varies and will be responsible for any additional charges after adjustments are applied.

*Procedures and services such as Preventative Dental, Pharmacy, Chiropractic, Radiology, and Behavioral Health have different fees.

How to Apply?

You can complete an APP application at any of our Family Health Centers.

• Your Gross Household Income: Current 2-4 pay stubs (2 pay stubs if paid biweekly, 4 pay stubs if paid weekly). IRS Form1040, child support, alimony, SSI benefits, etc., for every member of your household.

• Your Household Information: Demographic information for every member of your household (names, DOB).

• Your Photo ID

• Your Insurance Information and Card/s (if any)

The above listed items are needed for approval of the program. Please ask if you have any questions about the APP, our policies, or your responsibilities.

Medical Emergencies

In the event of a life-threatening medical emergency, dial 911 immediately. DO NOT WAIT! Inform the emergency room staff that you are a patient of Central North Alabama Health Services, Inc. and they will contact us.

After Hours Access to Care

If you need medical care after hours, CNAHSI provides a 24-hour on-call service on weekdays, weekends, and holidays. To reach a provider, call the number of your health center. The Answering Service will contact the provider on call who will return your call as soon as possible. If you have a life-threatening emergency, please dial 911 immediately. Please note the after-hours service should not be used for non-urgent matters, refills, referrals, or appointments; we ask that you call back during normal business hours for non-urgent matters .

Patient Portal

We offer convenient access to your health information 24 hours a day through our patient portal on our secure website. Register for your portal with a front desk team member.

If you receive a temporary password in the office today, make sure you complete your portal registration before leaving the office because this password will expire.

Couldn’t Register for the Patient Portal in Our Office? No Worries!

You can visit our website at www .cnahsi .com and click on the Patient Portal, or you can use your phone to scan the QR code to the right. After that, click “sign up today” and follow the steps to create your Patient Portal account.

Pharmacy Services

(256) 533-6311, option 5

CNAHSI’s goal is help you get the best results from your medications as quickly as possible . Our Huntsville Family Health Center pharmacy offers the full range of medications at discounted rates . Pharmacy services are available to all patients of Central North Alabama Health Services, Inc .

Patient Education

Our experienced pharmacists provide detailed information about your medications, check for drug interactions, and will help you with suggestions for adjusting to your medications.

Refills

Prescriptions and refills are routinely filled during regular office hours. You can make your request by calling our pharmacy at (256) 533-6311, option 5. No refills are issued during the evenings, weekends, or holidays. It is helpful to anticipate your refill needs to avoid an interruption in your medication therapy. Our pharmacy will be happy to fill any prescriptions from outside providers with the approval of one of our providers.

Facility Guidelines

• We do not allow the use of cell phones, photography, or video recording at any time during your visit.

• We do not allow food or drinks in the lobby or clinical areas.

• Possession and/or use of street drugs and alcoholic beverages are not allowed.

• We are a weapon-free zone. Possession of weapons within our premises is not permitted.

• All CNAHSI properties are smoke free. We do not allow smoking or electronic smoking devices inside or outside of our facilities.

• We require that patient conduct promotes a safe and respectful environment for providers, staff, and other patients. Patients who fail to comply with this guideline may be discharged from CNAHSI.

• We ask that each patient limit themselves to one guest/caregiver per visit.

• Except for certified service animals, pets are not allowed on CNAHSI grounds.

• In compliance with our safety standards and Joint Commission regulations, fire drills are held periodically. If a drill occurs while you are here, please follow the direction of the clinic staff and do not become alarmed. The staff will let you know if any action needs to take place.

• In the event of severe weather, your healthcare team or other clinic staff will move you to another part of the clinic. Please follow the directions of the clinic staff and do not become alarmed. The procedures developed help to ensure the safety and care of our patients and visitors during tornadoes and other severe weather.

• Patients will receive up to a 90-day (3 months) supply of their medications. To avoid an interruption to your medication treatment, you will need a follow-up appointment prior to the 90 days.

Dismissal From the Practice

It is the policy of CNAHSI that its providers are not required to continue treating a patient who is uncooperative, refuses to follow treatment advice, and/or presents difficulties in the provider-patient relationship. The dismissal of a patient will be evaluated on an individual basis and may be initiated due to:

• Threatening staff members or other patients with a weapon/firearm

• Verbal or physical abuse of staff members or other patients

• Use of profanity/abusive language

• Any/all conduct designed, intended and calculated to inflict or impose upon patients, staff or visitors unwanted personal, social, physical/sexual contact

• Alternation of prescription

• Refusal to pay for services received

Patient Satisfaction

CNAHSI is committed to providing quality patient care services. We strive to meet and exceed your expectations for quality of care and customer service.

Patient Concerns/Complaints

All patients have the right, without recrimination, to voice their concerns or complaints. If you have concerns about the quality of your care or the service you receive, we hope that you will bring them to the attention of one of the following:

• Your provider

• The nurse manager

• The facility manager

If you have an issue related to your care that you cannot resolve with the above individuals, or if you have suggestions for improved services, please call our Customer Care Hotline at (855) 724-7325. If your concerns relating to patient care and safety are not resolved through the health clinic, you may contact The Joint Commission Office of Quality Monitoring by calling (800) 944-6610 or emailing complaint@jointcommission.org.

Patient Satisfaction Survey

We are always looking for feedback. Our goal is that you are fully satisfied with your experience. We encourage you to complete our satisfaction survey and appreciate your review so we can continue to improve how we care for our patients.

• We encourage you to complete the Patient Satisfaction Survey link sent to you after your visit.

• You may also take the survey at any time on our website at https://www.cnahsi.com/patient-feedback/.

• You can also complete a Patient Satisfaction form. These are located in the clinic check-in/check-out lobbies. Please place your completed Patient Satisfaction form in the feedback box in the lobby or mail to PO. Box 18488, Huntsville, AL 35804.

• Call our Customer Care Hotline at (855) 724-7325.

Health Screenings

Health screenings check for diseases and health conditions before there are any signs or symptoms. Getting recommended screenings is one of the most important things you can do for your health.

The frequency of health screenings can vary by factors such as your age, sex, and medical history. Below are recommended health screenings for women, men, and children.

Health Screenings Women Need

Mammogram – Screening for Breast Cancer

Every 2 years beginning at age 50-74 if at average risk for breast cancer and/or dependent on provider’s assessment of family history and personal concerns.

• Women ages 40-44 years have a choice to start mammograms

• Women ages 45-54 should have a mammogram every year

Pap test – Screening for Cervical Cancer

• Women under age 21 years—no pap

• Women ages 21-29 pap every 3 years

• Women ages 30-65 have 3 choices:

- Pap alone every 3 years

- HPV testing every 5 years

- Co-testing PAP and HPV testing every 5 years

• Women over 65 years—no testing as long as 3 consecutive negative cytology results within 10 years, or 2 consecutive cotesting results within 10 years, or 2 consecutive negative HPV results within 10 years

STD & HIV Screenings

• Everyone who has been sexually active should be screened. Talk to your health care provider about STD and HIV screenings.

• Every person aged 13-64 should have an HIV screen once in their life.

• Every person age greater than 18 should have a Hepatitis screen once in their life.

• More frequent testing based on lifestyle should be considered.

Colonoscopy – Screening for Colorectal Cancer

Colorectal screening for all adults age 50 to 75 years every 10 years unless family or personal history necessitates more frequent testing.

Depression

Talk to your provider about being screened for depression, especially if during the last 2 weeks:

• You have felt down, sad, or hopeless.

• You have felt little interest or pleasure in doing things.

Diabetes

Adults aged 35 to 70 should be screened every 3 years if history of being overweight or obese, have a family history of diabetes, history of polycystic ovarian syndrome, gestational diabetes, and dietary and lifestyle factors.

Blood Pressure

Starting at age 18, have your blood pressure checked at least every 2 years, or sooner if at higher risk of hypertension.

Cholesterol

Starting at age 20, have your cholesterol checked every 5 years if at low risk for cardiovascular disease, and more often if at higher risk.

Bone Density Test - Screening for Osteoporosis

Have a screening test at age 65 to make sure your bones are strong, or younger with additional risk factors for fracture.

Talk with your provider about other screenings or visit the Centers for Disease Control for more information: www.cdc.gov.

Health Screenings Men Need

Abdominal Aortic Aneurysm

If you are between the ages of 65 and 75 and have ever been a smoker, talk to your provider about being screened for abdominal aortic aneurysm (AAA).

STD & HIV Screenings

• Everyone who has been sexually active should be screened. Talk to your health care provider about STD and HIV screenings.

• Every person aged 13-64 should have an HIV screen once in their life.

• Every person age greater than 18 should have a Hepatitis screen once in their life.

• More frequent testing based on lifestyle should be considered.

Colonoscopy – Screening for Colorectal Cancer

Colorectal screening for all adults aged 50 to 75 years every 10 years unless family or personal history necessitates more frequent testing.

Depression

Talk to your provider about being screened for depression, especially if during the last 2 weeks:

• You have felt down, sad, or hopeless.

• You have felt little interest or pleasure in doing things.

Diabetes

Adults aged 35 to 70 should be screened every 3 years if history of being overweight or obese, have a family history of diabetes, history of polycystic ovarian syndrome, gestational diabetes, and dietary and lifestyle factors.

Blood Pressure

Starting at age 18, have your blood pressure checked at least every 2 years, or sooner if at higher risk of hypertension.

Cholesterol

Starting at age 20, have your cholesterol checked every 5 years if at low risk for cardiovascular disease, and more often if at higher risk.

Weight

Have your weight and Body Mass Index, BMI, checked annually.

Prostate Cancer Screening

Discuss this screening with your provider if you have personal concerns or risks for prostate cancer, including an enlarged or infected prostate.

Talk with your provider about other screenings or visit the Centers for Disease Control for more information: www.cdc.gov.

Health Screenings Children Need

Getting a checkup at the right time is the best way to make sure your child gets the medical care he or she needs.

Babies need checkups at:

• 3-5 days after birth

• 2 weeks

• 1 month

• 2 months

• 4 months

• 6 months

• 9 months

• 12 months (1 year)

Toddlers need checkups at:

• 15 months

• 18 months

• 24 months (2 years)

Young Children need checkups at:

• 3 years (36 months)

• 4 years

• 5 years

• 6 years

Older Children and Teenagers need:

• a checkup every year

Your provider may recommend additional age specific screenings intended to find, treat, and prevent many childhood illnesses that would otherwise go undiagnosed. Talk with your provider about other screenings or visit the Centers for Disease Control for more information: www.cdc.gov.

Vaccines

You Need Vaccines Throughout Your Life

Vaccination is one of the most convenient and safest preventive care measures available. Learn more about what other vaccines may be recommended for you by visiting the www.cdc.gov or by scanning the QR code below.

Childhood Vaccinations

Vaccines for Adults

Patient Rights and Responsibilities

Central North Alabama Health Services, Inc. is committed to providing quality health care. When patients understand their rights, accept their responsibilities, and have a sincere, passionate belief in their well-being, they become a dynamic partner in the decision making regarding their care. It is with this understanding that we present our Patient Rights and Responsibilities.

Your Rights as a Patient to:

• Care provided without regard to race, creed, sex or national origin.

• Considerate, respectful and dignified care in a clean and safe environment.

• Expect that all communications and records pertaining to your care will be treated as confidential.

• Approve or disapprove the release of any disclosures of medical records except when the law requires the release.

• Access, request amendment to and receive an accounting of disclosures regarding your own health information as permitted under applicable law.

• Expect every consideration of your privacy concerning your medical care and treatment.

• Obtain from your healthcare provider complete, current information about your diagnosis, treatment and prognosis in terms you can understand. Your designated surrogate decision-maker can exercise your rights as permitted under applicable law.

• Know the identity and professional status of all persons participating in your care.

• Accept or refuse medical care, treatment and services to the extent permitted by law, and to be informed of the potential medical consequences of such action.

• Receive information about your diagnosis, treatment and prognosis. This information will help you make informed decisions regarding your care.

• Participate in the consideration of ethical issues that may arise in your care.

• Refuse to participate in experimental treatment.

• Examine and receive an explanation of charges related to services rendered.

• Request assistance in formulating advance directives.

• Receive pain management from our organization based on understanding of and agreement to our pain management protocols and willingness to accept referrals to pain management specialist or clinic.

• Express a complaint and to expect responses to that complaint within a reasonable period of time.

• Report concerns about patient safety and quality of care to CNAHSI at 1-855-724-7325 or may contact The Joint Commission at 1-800-994-6610.

Your Responsibilities as a Patient

• Being considerate and cooperative in dealing with our medical center staff and to respect the rights and property of fellow patients.

• Asking any questions you may have and to seek clarification in order to understand your illness or treatment.

• Obtaining and carefully considering all information you may want or need in order to give informed consent for a procedure or treatment.

• Weighing the potential consequences of any refusal to comply with instructions or recommendations of your healthcare provider.

• Scheduling appointments and arriving at our medical centers on time for your scheduled visits.

• Notifying us at least 24 hours prior to your appointment if you must cancel.

• Following instructions recommended by your healthcare provider pertaining to schedules, medications and treatments.

• Notifying your healthcare provider concerning any changes in your medical condition.

• Giving accurate and complete personal, medical history, financial and insurance information.

• Paying promptly for services rendered.

• Complying with the medical center’s rules and regulations relative to patient care and conduct.

• Informing staff right away if there are changes in your name, address, telephone number, insurance status, or emergency contact information.

Tips for a Successful Visit

Tell your Care Team if you have:

• A change of address, phone number, insurance, income, and/or household information

• Seen a non-CNAHSI provider (specialist)

• Been to the emergency room or an urgent care center

• Been admitted to the hospital

• Started or stopped taking medications

• Changes in your medical conditions

• Questions about your treatment plan

Questions or Concerns to Discuss with Your Provider:

Notes about your Medical History, Surgeries and Family History:

Current Symptoms:

What/Where?

How Long?

CNAHSI’s Family Health Center Locations

Huntsville Family Health Center

751 Pleasant Row NW

Huntsville, AL 35816

256-533-6311 Phone

256-536-0801 Pediatrics Fax

256-536-3403 Adult Medicine Fax

Athens Family Health Center

1005 W Market St, Suite B

Athens, AL 35611

256-230-3061 Phone

256-230-3009 Fax

New Market Clinic

110 Clinic St

New Market, AL 35761

256-379-2101 Phone

256-379-2102 Fax

Toney Family Health Center

8208 Highway 53

Toney, AL 35773

256-851-8804 Phone

256-382-3058 Fax

Huntsville Family Health Center, Athens Family Health Center, New Market Clinic, and Toney Family Health Center are owned and operated by Central North Alabama Health Services, Inc.