WELCOME. Enclosed is helpful information that will ensure your experience is the best it can be.

Transcription

1 PATIENT GUIDE } 1

2 WELCOME At Baylor College of Medicine, your comfort, privacy and safety are our top priorities. In our experience, the more prepared you are, the more relaxed you will feel during your visit. Enclosed is helpful information that will ensure your experience is the best it can be. 2

3 SCHEDULING YOUR APPOINTMENT To schedule an appointment with one of our physicians, you can call our main number at , or you can find a list of phone numbers for specific clinics at bcm.edu/healthcare-centers. Please have your insurance card ready when you call. Please arrive on time for your appointment. This helps us provide timely care to all our patients. If you are not able to make your scheduled appointment, please call in advance to cancel. 1

4 PLANNING FOR YOUR APPOINTMENT Please plan to arrive 15 minutes before your appointment time to complete the registration process. Remember your: PHOTO ID INSURANCE CARD(S) MEDICAL RECORDS FROM OTHER PHYSICIANS (if applicable) CURRENT MEDICATIONS REFERRING PHYSICIAN CONTACT INFORMATION EMERGENCY CONTACT INFORMATION ADVANCE DIRECTIVES 2

5 APPOINTMENT DAY PARKING Self-park and valet parking options are avail able at Baylor College of Medicine. Valet and garage rates are available at bcm.edu/map. CHECK-IN Upon arrival, the front desk staff will review your information, provide you with any forms that need to be completed, collect any payment due, and inform the medical staff of your arrival. TIMING We understand that your time is valuable and we will make every effort to see you at your scheduled appointment time. Un fortunately, emergencies, complications, and other issues might lead to unexpected delays. If your physician is running more than 15 minutes late, our staff will advise you of the expected wait time. We would like to accommodate all of our patients in a timely manner. Please note, if you arrive more than 20 minutes after your appointment time, we may ask if you prefer to wait or reschedule for another day. PRIVACY Your privacy is of the utmost importance to us, and confidentiality is something we take very seriously. All discussions will be kept between you, your physician, and your care team. BCM MYCHART We know that having convenient and timely access to your medical records is essential. That s why we use BCM MyChart, a safe and secure means of accessing your medical records and handling routine healthcare needs. MyChart is available at mychart.bcm.edu. During your visit, you will be given instructions on how to activate your MyChart account. This private, self-service system allows you to request appointments, review lab results, and message your physician s medical staff with non-urgent questions. MyChart messages will be answered within two business days and are considered nonurgent. For any urgent concerns please phone the office directly. DIAGNOSTIC SERVICES If your physician has ordered laboratory or radiol ogy tests, you can have these completed at one of our Diagnostic Services centers. For laboratory tests and certain radiology tests, no appoint ment is needed. Diagnostic Services has locations at: Baylor Clinic Diagnostic Services 6620 Main Street Suite 1275 Houston, Texas Open Weekdays (except holidays) 7:00 am 7:00 pm Baylor College of Medicine Medical Center 7200 Cambridge St. 1st Floor Radiology Houston, Texas xxx.xxxx Open Weekdays (except holidays) 7:00 am 7:00 pm 3

6 AFTER YOUR APPOINTMENT 4 AFTER VISIT SUMMARY An after visit summary will be pro vided to you or made available on your MyChart account. The summary includes any orders, instruc tions or follow-up appointments. FOLLOW-UP APPOINTMENTS In a rush? No problem, you can schedule your next visit online, by phone or , or when you checkout. We recommend that you try to schedule all routine follow-up appointments in advance since our schedule can fill up quickly. As members of a group practice, all of our providers collaborate and communicate frequently to ensure con tinuity of care across the practice. BILLING If you have any questions about your Baylor College of Medicine medical bill, our billing representatives are avail able from 8 am to 5 pm, Monday through Friday, to answer any ques tions you might have. A helpful billing representative can be reached by calling FEEDBACK Your feedback is vital to improving our ongoing efforts to provide you with the best care possible. Comment cards are located throughout our clinic so you can provide feedback on our services. You may also receive a Press Ganey patient satisfaction survey in the mail or as an regarding your visit. Please take a moment to complete the survey.

7 GENERAL PRACTICE GUIDELINES MEDICATION REFILLS Medication refill requests will be reviewed and responded to by the end of the next business day. For most prescriptions, you can contact your pharmacy directly for refills. The pharmacist will then work with our office to obtain approval for the requested medication. PHONE CALLS Non-urgent calls will be returned by the end of next business day. Urgent calls will be returned on the same business day in the order they are received. After-hours calls will be handled efficiently and effectively by our answering service or an on-call physician. FORMS Forms received by the clinical staff will be processed and returned within 10 business days. 5

8 QUESTIONS OR CONCERNS? We strive to make your experience at Baylor College of Medicine as positive as possible. If you have any questions or concerns about your visit, please do not hesitate to contact us. Patient Experience Team To obtain a copy of your medical records from Baylor College of Medicine contact us: roi@bcm.edu Phone: Patient Rights and Responsibilities Patient Rights can be found at: Patient Responsibilities can be found at: bcm.edu/healthcare GC72832