Faculty Group Practice New Patient Guide

World Class Care in Our Community

Health

World Class Carein Our Community

HealthWorld Class Carein Our Community

Health

World Class Care in Our Community

Health

Table of Contents

Welcome Message ................................................................. 1

Our Location ........................................................................... 2

How To Contact Us ................................................................. 2

Office Hours ............................................................................ 2

Services Provided ................................................................... 2

Appointments ......................................................................... 3

After Hours Care ..................................................................... 4

Special Needs ........................................................................ 4

Insurance Plans Accepted ...................................................... 5

Know Your Insurance Plans .................................................... 5

Payment for Services .............................................................. 6

Medical Records ..................................................................... 6

Medications/Prescription Refills ............................................. 7

Getting the Most from Your Physician Visit ............................ 7

Patient Feedback .................................................................... 8

Privacy .................................................................................... 8

Guidelines for Good Health .................................................... 8

WELCOME MESSAGE

Welcome and thank you for choosing FIU HEALTH for your medical care!

The physicians from the FIU Herbert Wertheim College of Medicine are committed to making the Faculty Group Practice your medical home, where a trusted care team provides you with comprehensive and integrated health care services.

To ensure you are receiving the best care available, it is important for you to take an active role in your own health care. In order to maximize your benefits, we encourage you to take the time to become familiar with the information outlined in this guide regarding the services and operations of our practice. Our entire staff is dedicated to providing you with the best care possible, and from time to time, we will be asking for your feedback on our service.

We welcome your comments and/or concerns. Again, we thank you for choosing FIU HEALTH and for entrusting our team with your family’s health care needs. We look forward to getting to know both you and your loved ones, and appreciate the opportunity to provide you with excellent medical service.

Sincerely,

Fernando Valverde, MDCHIEF EXECUTIVE OFFICER, FIU HEALTHCARE NETWORK

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OUR LOCATIONThe FIU HEALTH Faculty Group Practice is located at:

Modesto Maidique Campus PG-5, Ground Floor 885 SW 109th Avenue, Ste. 131 Miami, FL 33199

Visitor parking is available on the ground floor of the PG-5 garage.

HOW TO CONTACT USIf you would like to make an appointment or need general information, please call (305) FIU-DOCS (348.3627) or visit our website at http://health.fiu.edu. If you require medical care after regular business hours, please call (305) FIU-DOCS (348.3627). You will be prompted to choose option #2. Remain on the line for the answering service. In the event of a medical emergency, call 911 or go immediately to the nearest emergency room.

OFFICE HOURS Monday 8 AM - 8 PM Tuesday 8 AM - 5 PM Wednesday 8 AM - 5 PM Thursday 8 AM - 8 PM Friday 8 AM - 5 PM

SERVICES PROVIDED

Preventive Health Maintenance and General Care• Routine physicals and well-care visits• Chronic disease management and screenings (diabetes, high blood pressure, asthma, obesity, high cholesterol and depression)• Acute care (such as rash or other skin abnormality, injuries, fever, nausea/vomiting, urinary tract infections, sprains, ear aches, headaches)• 24/7 access to on-call physician for established patients

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Specialty Care• Gynecologic Oncology• Obstetrics and Gynecology• Rheumatology

Diagnostics• Ultrasonography • Electrocardiograms (EKGs)• Radiology (flat plate x-rays of the abdomen, limbs and chest)

Additional Programs• Travel Medicine Program• SPICE Breast Cancer Survivorship Program

Coordination and Education• Coordination of care across healthcare settings • Nursing consultation/education (nurse visits)

APPOINTMENTSTo make an appointment with an FIU physician or specialist,please call (305) FIU-DOCS (348.3627), and have your insurance card available. Whenever possible, schedulers will work to accommodate sick visits with same day appointments ensuring that patients are seen in a timely manner depending on their condition.

Please plan to arrive 20 to 30 minutes before your appointment to allow for time to complete any necessary paperwork. Or, if you prefer, you can complete the pre-visit paperwork in advance by accessing the patient registration forms, which are available online at our website, health.fiu.edu

It would be helpful if you also bring the following with you to every appointment:

• Your personal identification and insurance card• Your co-payment or other financial responsibility• A list of symptoms or problems you have been experiencing, including how long you have had it/them and how you are affected

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• Cardiology• Infectious Disease• Behavioral Health

• A list of current prescription and non-prescription medications, vitamins, dietary supplements or herbs you are taking, including the frequency and dosage• A list of questions you would like to discuss with the doctor

If you see other doctors in between your visits to the Faculty Group Practice, bring information from those appointments with you, including a list of prescription medications, test results and prescribed treatments.

To cancel your appointment, kindly give 24 hours’ notice.

AFTER HOURS CAREIf you are an established patient and would like to speak to a physician to help you decide how to treat an illness after hours, or to help you decide whether it’s necessary to go to the emergency room, call (305) FIU-DOCS (348.3627). The answering service will page the doctor who is on call, and he or she will return your call within 30 minutes. If you call the answering service and have not heard back within 30 minutes, please call the service again. Keep in mind that the physicians may not have access to your records until the next business day.

It is important that you partner with us in your care. Please notify us, if possible, by calling (305) FIU-DOCS (348.3627)within 48 hours of receiving care at an emergency room, urgent care center or if you are hospitalized. Our team will work with you to facilitate the necessary follow-up care.

SPECIAL NEEDSPlease let us know if you have a hearing, visual or physical impairment, or need an interpreter so that we can accommodate your needs. Feel free to bring along a family member, friend or health advocate to your appointment for assistance in understanding or remembering the doctor’s instructions and give us permission to have your medical condition discussed in their presence. The office is accessible by wheelchair, with an entrance ramp located at the corner of SW 109th Avenue and Campus Drive.

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People with limited sight and hearing should bring a companion to ensure clear communication. Medical Testing/Laboratory and Diagnostic Tests This office provides several diagnostic examinations and early detection screenings. A copy of your lab results can be mailed to you. Simply address the envelope offered to you in the lab. A member of our staff will contact you to discuss the results of testing and any needed follow-up.

INSURANCE PLANS ACCEPTED We currently accept the following insurance plans:

AvMed: 1-800-432-6676, www.avmed.orgBlue Cross Blue Shield: 1-800-825-2583, www.bcbsfl.comUnited Healthcare: 1-877-614-0581, www.myuhc.comCoventry: 1-866-575-1875, http://chcflorida.coventryhealth-care.com/services-and-support/members/state-of-florida/index.htmMedicare: 1-800-MEDICARE (633-42273), www.mymedicare.gov

Please check our website, health.fiu.edu, to get updated information as additional insurance plans will be added in the near future.

KNOW YOUR INSURANCE PLANYour HMO or PPO health insurance plan has specific requirements and procedures in order for you to avoid liability for full payment on services rendered. It is important that you become familiar with certain information about your insurance plan, including:

• What your plan covers and does not cover• Whether or not designating a primary care doctor is necessary• Whether the plan offers the option for mail-order prescriptions• How you can access the network of providers in your plan, including physicians, imaging centers, physical therapists, etc.• The plan’s benefits and limitations

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• Your financial responsibilities, i.e. co-payments, co-insurance and deductibles• What office visits/services/procedures/medications require prior referral or authorization

If your plan requires us to receive prior authorization before a service can be scheduled, please allow up to three (3) business days for the request to be processed. A member of our staff will contact you with the authorization number so you can schedule the appointment with the provider of your choice.

PAYMENT FOR SERVICESYou are responsible for all co-payments, co-insurances and/or deductibles at the time services are rendered. Please be aware that there is no co-payment for most preventive visits, however, if our physicians identify and provide treatment for any health concern during a routine preventive visit, you will be responsible for the standard co-payment.

We accept cash, checks, Visa, MasterCard, and debit cards. There will be a $25 fee assessed for checks that are returned unpaid.

Please notify our offices if your insurance or other personal information changes.

MEDICAL RECORDSPlease be prepared to fill out a summary of your health status, personal and family medical history, and bring a copy of your referral/authorization for treatment if one is required. If you are a new patient, you will need to complete a medical records release form to have your records transferred from your previous physician. Please complete the form as soon as you join the practice so that your doctor will have your complete medical history. You may download the medical records release form from our website, complete it then fax or mail it to your previous physician’s office.

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If your physician needs your prior medical records, or any test results, please provide our staff with the location and address where the records can be requested. Your written authorization is required for each facility, physician, imaging center or other provider who will be providing records to us.

MEDICATIONS/PRESCRIPTION REFILLS Please bring a list of medications you’re taking and report any adverse side effects. Refills can be requested by calling (305) FIU-DOCS (348.3627). Please allow three to four business days for the refill procedure. Do not wait until you are completely out or have only a few days’ worth of medication to request a refill. Some medication requests will require a prior authorization from your insurance company or may require a visit to our office.

GETTING THE MOST FROM YOUR PHYSICIAN VISITTo ensure you are receiving the best care available, it is important for you to take an active role in your own health care. You can raise questions and concerns, and provide your physicians with information that will help them make appropriate recommendations. Preparation will help you make the most of your visit.

Bring a list of questions and go over them with your doctor. You are encouraged to ask the following three questions:

1. What is my main problem?2. What do I need to do?3. Why is it important for me to do this?

By understanding their health issues and treatment plans, patients make fewer mistakes when taking medications or preparing for medical procedures. They may also heal faster and be better able to manage a chronic condition.We also suggest that you:• Know your family’s medical history.• Get laboratory tests or procedures done in advance so your physician has the results.

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• Make sure your physician is aware of any changes in your family’s medical history.• Bring your spouse, a family member or a friend to ask questions and provide support if you are nervous about your appointment.

Most importantly, speak up. Any opinions, concerns or anxieties you have about your condition or treatment may influence your course of treatment. Be sure to let your physician know about them.

PATIENT FEEDBACK – WE WANT TO KNOW!We are committed to providing you the best patient experience from your perspective, and to do so we need to hear from you. We want to know about aspects of your patient experience that provided great benefit to you as well as areas that may require improvement. Please access our Patient Feedback form on our website at health.fiu.edu or ask the staff at the front desk for a copy. Each form will be individually read and used to improve care and services here at the FIU HEALTH Faculty Group Practice.

PRIVACYWe understand that medical information about you and your health care is personal. We are committed to protecting medical information about you. To ensure your privacy, appropriate federal and industry-standard security technologies, procedures, and organizational measures areused to safeguard and secure your appointments, medical records, phone and/or electronic communications with our office.

GUIDELINES FOR GOOD HEALTHWe believe that good health comes from a partnership between the patient and the provider. Doctors cannot keep you healthy without your active involvement. Every day you make choices that impact your health. As physicians, we can help you treat illness, but we have a greater obligation to help you make the right choices to maintain good health and prevent illness.

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Here are some steps you can take to make the right choices both in lifestyle and preventive care.

DIET• Watch portions to maintain a healthy weight. (Ask your physician about your Body Mass Index)• Limit fats (particularly saturated fats) and highly salted foods.• Eat six to nine servings of fruits and vegetables each day.• If you are a woman, make sure you get enough calcium.

EXERCISE• Get 30 minutes of moderate exercise three to five times a week. It will help maintain your weight, improve energy and strengthen bones.

SMOKING• Quit smoking. It’s never too late to quit, but even better to never start.

ALCOHOL• Consume in moderation, three to five drinks per week maximum• Never drink while driving, swimming, boating or operating machinery.

STRESS• Learn relaxation techniques or seek help if you feel unable to deal with your stress.

SAFETY COUNTS• Wear your seat belt at all times.• Don’t be a distracted driver – limit cell phone use and never text while driving.• Wear a helmet when riding a bike, ATV, motorcycle, or rollerblading.• Check your home smoke and carbon monoxide detectors monthly.• If you have a gun, lock it safely or remove it from the house.• Protect your back when lifting.

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• Practice safe sex; use a condom.• Set your water heater between 120° and 130° F.• Learn CPR (cardiopulmonary resuscitation).• Seek nonviolent ways to resolve conflicts.• Wash your hands several times a day.

AVOID PROLONGED SUN EXPOSURE• Use sunscreen and apply 30 minutes before sun exposure and wear protective clothing.

THINK IMMUNIZATION• Get a tetanus booster every 10 years with pertussis (whooping cough) booster once as an adult.• We recommend the pneumonia vaccination if you have asthma, diabetes or if you are over 65 years of age. Talk to your doctor about these and other indications for this vaccine.• Get an annual flu shot, especially if you are pregnant, have asthma, diabetes or if you are over 65 years old.• If you might be exposed to Hepatitis A or B, you are a candidate for vaccination.• If you are over 60, talk to your doctor about the “shingles vaccine.”

LET YOUR DOCTOR KNOW IF...• You are concerned that someone might hurt you at home or elsewhere.• You feel sad, depressed or have lost interest in things you used to enjoy.• You have exposure to anyone who uses illegal intravenous drugs or has hepatitis, tuberculosis, HIV/AIDS or other infectious disease.• You notice any skin lesions that change size, shape or color.• You have any other health concerns.

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ESTABLISH A HEALTH CARE PROXY• If you were the victim of a sudden and catastrophic illness that prevented you from stating your health care wishes, there are forms that indicate in advance who you want to make decisions regarding your treatments. We can direct you to where these forms are available. Legal counsel is not necessary. If you have a health care proxy or an advance directive, please notify your physician and provide a copy for your medical record.

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PERSONAL HEALTH NOTES

MEDICATION LIST

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World Class Care in Our Community

Health

World Class Carein Our Community

HealthWorld Class Carein Our Community

Health

World Class Care in Our Community

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FACULTY GROUP PRACTICE

Modesto A. Maidique CampusPG-5, Ground Floor885 SW 109th Avenue, Ste. 131Miami, FL 33199

305.FIU.DOCS (348.3627) http://health.fiu.edu Follow us on Like us on

REV 6/2012