This guide provides information regarding Family Health Unit (Unidade de Saúde Familiar - USF) do Arco, its services and operating rules.
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1 PATIENT GUIDE This guide provides information regarding Family Health Unit (Unidade de Saúde Familiar - USF) do Arco, its services and operating rules. Elaborated in: Reviewed in: (3rd revision) Next review:
2 Who are we? We are a team that works together with the population, to whom we provide health care, in order to promote and maintain health, minimizing the impact of disease as much as we can. USF do Arco has 7 doctors, 6 nurses and 5 secretaries, organized in 7 Family-teams (designated as Micro-Equipas de Família ): Family Doctor Family Nurse Family Secretary Ana Moinhos Pedro Rego Graça Lucas André Tomé Sandra Pereira Filomena Gonçalves Graça Santos Amélia Pereira Carla Constâncio Rita Tato Joana Rodrigues Graça Lucas Sofia Moura Sónia Perdigão Helena Amparo Soraia Reis Sónia Perdigão Fátima Reis Vera Carvalho Carlos Saraiva Helena Amparo What is our mission? To provide continuous, qualified and humanized health care to all registered patients, integrated in their family nucleus; To promote patient empowerment; To prevent, treat and care as a team according to scientific developments; 2
3 To promote constant training of professional teams, as well as their active participation in training new professionals. What is the schedule of USF do Arco? USF do Arco is open every working day between 08:00 and 20:00. It closes at weekends and holidays. On these days, in case of sudden illness, you can turn to Atendimento Complementar (other health centers open at this time), located at: Unidade de Cuidados de Saúde Personalizados da Lapa, at Rua de São Ciro 36, Lisboa - telephone (open on Saturdays from 10:00 to 18:00; and Sundays and holidays from 10:00 to 14:00); Unidade de Cuidados de Saúde Personalizados dos Olivais, at Alameda da Encarnação, Lisboa - telephone (open on Saturdays from 10:00 to 18:00). Or you can go to the emergency department of the following hospitals: In case of Adult Illness: CHLC Hospital de São José (Rua José António Serrano Lisboa; telephone ); In case of Child Illness: CHLC Hospital Dona Estefânia (Rua Jacinta Marto, Lisboa; telephone ); 3
4 In case of Gynecolgical Disorders or Pregnancy Problems: CHLC Maternidade Alfredo da Costa (Rua Viriato, São Sebastião da Pedreira; telephone ). In case of sudden illness you can also call SNS 24 (Health Number), dialing , which is available 24 hours a day, seven days a week. In case of an urgent health problem dial 112. You can check the schedule of each practitioner and their planned work absences in the showcase at the entrance of the USF. What services are available at USF do Arco? MEDICAL/NURSING CONSULTATION Scheduled Consultation Vulnerable groups (child/youth, family planning, pregnancy follow-up ); Surveillance of health problems (diabetes or hypertension); Health promotion and disease prevention (healthy adult, breast/bowel and cervix cancer screening at suitable ages). Same day consultation due to illness or worsening of a chronic disease Home visits 4
5 NURSING AND OTHER TREATMENTS Preferably with prior appointment with the Family Nurse. Shots will only be given with a valid medical prescription. VACCINATION Preferably with an appointment planned in advance with the Family Nurse. You should bring your vaccination record card. Vaccines that are not recommended by the national vaccination programme will only be administered with a valid medical prescription. NEONATAL HEEL PRICK OR GUTHRIE TEST It should be done with an appointment scheduled in advance, preferably with the Family Nurse, between the 3rd and the 6th day of the newborn s life. NON-ATTENDING MEDICAL CONSULTATION To renew or continue treatments previously acknowledged by the Family Doctor, namely chronic prescriptions, home treatments with oxygen/ventilator or physiotherapy (with clinical information from the Physiatrist). You can request its renewal at the reception office, by (usf.arco@arslvt.min-saude.pt), or accessing Portal do Utente ( Patient 5
6 Portal ) ( It will be available in 3 working days (4 days if requested by ). TELEPHONE USE Each practitioner has a pre-defined schedule for calls. If you have any doubts about your health, medication/treatments that need clarifying you may call the USF do Arco. You may also call if you have an administrative situation that needs to be solved. You should call the reception office and, depending on the availability of the practitioner you want to contact, the call will be answered immediately or afterwards. Please be as brief as possible, as your phone call is answered during consultation hours. You should not use the telephone to ask if you can get prescriptions/requested credentials/reports (these will be available in 3 to 4 business days at the Reception). USE Each professional has an institutional address through which you can use to contact your Family Doctor or Family Nurse. It may be used to send information or questions regarding your health status, sending scanned test results (if previously set with your Family Doctor), your treatment plan, or any other clinical or administrative situation that needs clarification. 6
7 Depending on the availability of the practitioner you wish to contact, messages will be consulted and answered as soon as possible. Always identify your message with your full name and user number; bear in mind that priority is given to appointments done in attendance, so your message should be as brief as possible. You should not use the to: - Expose situations unrelated to your health or USF of Arco (senders of messages with other contents may be blocked); - Inform about urgent health matters or health problems (in this case you should call SNS 24, USF do Arco or attend in person); - Make appointments or request a prescription directly to the Family Doctor (see sections "Non-Attending Medical Consultation" and "How can I make an appointment?"). We highlight that is not a secure service therefore it is not possible to fully guarantee confidentiality of the messages. ADMINISTRATIVE SERVICES Registration of new users; Updating of personal data (patients are accountable for keeping this information up to date); Health services scheduling (nurses and doctors); Validating documents; Chronic prescription/treatment requests; 7
8 Reimbursements processing and payment; Heath care fee payments; Information delivery regarding: Health services available at USF do Arco/Agrupamento de Centros de Saúde (ACES) de Lisboa Central (Central Lisbon Group of Health Centres); Health resources available in the community, namely addresses to perform complementary diagnostic tests; Procedures in order to schedule hospital appointments or with other health care providers. How can I make an appointment? From 08:00 to 20:00 you can go to the USF do Arco Reception, call ( ), send an (usf.arco@arslvt.min-saude.pt) or you can access the online e-agenda at Portal do Utente ( We guarantee scheduled consultation within 5 working days. This timing may be longer in periods of higher influx of patients or during practitioners absence. 8
9 And in case of sudden illness? In case of sudden illness or worsening of chronic illness, you can go to the Clinical Office preferably during your Family Doctor or Nurse s schedule. If they are not scheduled or present that day, you will be registered to be attended by another practitioner. Note that these consultations are shorter and its only purpose is to solve the sudden illness. You should not use them to expose other health problems, show exams, ask for medication renewal, or ask for reports unrelated to the current episode. If you have any doubts you should address your Family Doctor or Family Nurse. And if I need a home visit? These consultations are reserved to people who are unable to go to USF do Arco for medical reasons and who are not living in nursing homes or other institutions. To request a home visit you should contact the Clinical Office. After the health practitioner s evaluation, a home visit will be scheduled. 9
10 Services Provided In the event of the absence of a member of your Family-Team, the following services are provided: - Customer service; - Validation of documents; - Sudden illness situations; - Monitoring of hypocoagulant therapy; - Neonatal heel prick/guthrie test; - Timely Coombs test request for Rh negative pregnant women (in order to administrate anti-d immunoglobulin, if indicated); - Administration of anti-d immunoglobulin to Rh negative pregnancy, when indicated; - Request for emergency contraception; - Request/referral to voluntary termination of pregnancy; - Updating of the National Vaccination Programme for children (from 0 to 18 years of age); - Provision of nursing care in cases where done otherwise may put the clinical recovery at risk. 10
11 Procedures that are NOT performed at USF do Arco These procedures are not performed at USF do Arco, as they are not included within the prevention and promotion of health care: Exams requested by other physicians (this is not a Family Doctor s duty and is prohibited by the Order 10430/2011); Medical certificate attesting physical fitness to perform public or private duties (according to the Decree-Law 242/2009, physical and psychological fitness can be validated by the worker); Chronic medication prescriptions not acknowledged by the Family Doctor or other medication which he considers inappropriate; Medical certificate to enroll children under 3 years old in kindergarden (according to the Ordinance 411/2012, a medical certificate is only necessary in case of a health problem that requires special care); Medical certificate for the practice of non-federated physical activity (according to the Decree-Law 5/2007, it is the athlete s obligation to ensure in advance that he/she does not have any contraindications to the practice, and he/she may sign a responsibility term, instead of delivering the medical certificate); Medical certificate to justify absences from school for a period equal to or less than 3 working days (according to the Law 51/2012, the justification of an absence can be done by parents or legal guardian, in writing, or by the student himself/herself if older than 18 years); 11
12 Reports or examinations for health insurance, life insurance or bank loans; Medical certificates for federated and high competition sports (these must be requested by the clubs, to be held at the institution or in their own designated institutes, such as Centro de Medicina Desportiva at Estádio Universitário de Lisboa, or Faculdade de Motricidade Humana at Estádio do Jamor); Medical certificates for hunting licence or license to use and carry a weapon; Medical certificates for the practice of nautical sports; Medical certificates for diving and underwater fishing; Medical certificates for court (if there is no proof of illness). Other services USF do Arco users have access to other services that are performed by ACES de Lisboa Central, namely: Smoking cessation consultation; Psychology consultation; Physiotherapist; Gabinete do Cidadão (Citizen Bureau); 12
13 Dental medicine; Public health; Social services; Occupational therapist. You can get more information about these services from your Familyteam. Health Practioners Training Practioners working at USF do Arco contribute and are committed in training new medical practioners and nurses. For this reason you may notice their presence during consultations, or your medical appointment may even be performed by them under supervision of more experienced colleagues. We ask for your cooperation during this training. However, users have the right to refuse to be observed by practioners in training, so if this is your decision, you must express it in advance to your Doctor, Family Nurse or Secretary prior to consultation. Cooperate for the good functioning of the USF In order to increase efficiency and quality of the services provided, you should, whenever possible: 13
14 Bring your citizen card, national health service user number, vaccination record card and subsystem card (if applicable); Keep your personal and family information updated (address, telephone, , health subsystems); Notify as soon as possible if you cannot attend a scheduled appointment (medical or nursing); Arrive 30 minutes before the scheduled time for medical/nursing consultations to ensure timely consultation. In case of delay, you must notify the Secretary. In these cases you will be attended according to the availability of practioner s agenda (if there is no prejudice to other users and to the normal functioning of the USF do Arco); Participate in improving service quality: present suggestions and/or complaints in the Suggestion Box, through or Complaints Book. Notes to take into account Practioners strive to accomplish appointment schedules. However, health problems discussed during consultations cannot always be solved within the established time, delaying other appointments. We appeal to your understanding for tomorrow you may need the extra time; 14
15 Sudden illness consultations may have priority, depending on the clinical situation or if it s a vulnerable group (such as children or pregnant women), delaying scheduled appointments; The Action Plan is available for public consultation, as well as the preceding year s Activities Report regarding USF do Arco; All users can ask for a second clinical opinion inside or outside USF do Arco. There is a form available at the Clinical Office for this purpose; You can contact personally and privately the USF do Arco s Coordinator, or with whom she delegates, to present suggestions or complaints. You should request an appointment at the reception; Please turn off your mobile phone, or turn-off its sound, before entering the consultation. 15
16 Gabinete do Cidadão (Citizen Bureau) Address: Rua Carvalho Araújo 103, 7º andar, Lisboa Schedule: 09:00-13:00 / 14:00-17:00 Telephone: Officials: - Dra Maria Farçadas: lxcentral.gc@arslvt.min-saude.pt - Paula Simões: paula.simoes@csalameda.min-saude.pt UNIDADE DE SAÚDE FAMILIAR DO ARCO Address: Travessa do Noronha 5A, Lisboa Telephone: Fax: usf.arco@arslvt.min-saude Site: 16
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