FAQ S. Frequently Asked Questions: WellCare Clinic Logistics

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1 Frequently Asked Questions: FAQ S WellCare Clinic Logistics 1. What is the City of Lawrence WellCare Clinic? The City of Lawrence WellCare Clinic is a part of the CHAMP Wellness Program. The WellCare Clinic lets you take charge of your health. The clinic offers a variety of resources to help you achieve the best possible health and wellness outcomes through health evaluations, preventive care, physical activity, educational offerings, and tools to support your health and well-being. It is sponsored by the City of Lawrence s CHAMP Wellness Program. The WellCare Clinic is administered by LMH. 2. Who may use the WellCare Clinic? All employees (full time and part time regular) and members of the healthcare plan ages 18 and older. 3. Is the WellCare Clinic available to retirees and their dependents? YES. Retirees and their dependents may use the clinic if they are on the City of Lawrence health care plan. 4. Will the members of the health care plan 18 years and older that want to use the clinic need to pay for the visit to the Nurse Practitioner? NO. The visits to the clinic are free (no co-payment or deductible). 5. Is the WellCare Clinic available to spouses and children? At this time the WellCare Clinic is open to all employees (full-time and part-time regular) and members of the health care plan ages 18 and older. 6. Can temporary employees and volunteers use the WellCare Clinic? No 7. Can seasonal employees use the WellCare Clinic? No. 8. Will it be required to make an appointment to use the clinic? YES. Appointments are being requested. Employees will be able to call the receptionist at the WellCare Clinic to schedule an appointment. We are hopeful that same day appointments will always be available. 9. If I am a new regular employee how do I sign up to use the WellCare Clinic? Please contact City of Lawrence WellCare by calling to schedule an appointment. 10. How will appointments be made? To make an appointment call What will the WellCare Clinic hours/location be? The WellCare Clinic is located at: 1130 West 4 th Street, Suite 1020, Lawrence, Kansas on the campus of Lawrence Memorial Hospital. WellCare Clinic Hours: Monday and Thursday, 7:30 a.m.-12:30 p.m. Wednesday and Friday, Noon 5 p.m., closed on Tuesday. 12. Who do I contact with questions? For all City of Lawrence WellCare technical questions, please contact Support at (877) For all LMH Wellcare Clinic questions, please contact (785) You may also contact your Human Resources Department at (785) Which holidays will the WellCare Clinic be closed? The WellCare Clinic will be closed on New Year s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving and Christmas. Note that holidays that fall on a Saturday will be observe on the Friday prior, and holidays that fall on a Sunday will be observed on the Monday after. Revised 12/22/2011

2 14. Will my information remain confidential? ABSOLUTELY. The WellCare Clinic is being delivered by Lawrence Memorial Hospital. All medical and wellness staff are employees of Lawrence Memorial Hospital. All medical records are obtained and maintained by Lawrence Memorial Hospital in compliance with HIPAA. Lawrence Memorial Hospital is a medical provider and operates under strict adherence to confidentiality and privacy laws. 15. How will records of employee visits be stored and kept? Records will be stored and kept electronically on a Lawrence Memorial Hospital secured server, housed at the WellCare Clinic. Some records may be hard copy until scanned into their electronic medical record. All hard copy files will be kept in locked file cabinets, owned, maintained and accessed only by WellCare Clinic staff. 16. Will my regular doctor s information need to be given to the WellCare Clinic Nurse Practitioner (NP)? YES. You will be asked for your Primary Care Physicians (PCP) name by the NP. That information will be kept on file. If you sign a consent form the Clinic will provide your PCP information regarding your visits to the clinic. The Clinic will not replace your regular doctor. The Clinic is to assist with Wellness and simple illness visits as necessary. 17. How many years will we have a WellCare Clinic? The City will track utilization and cost effectiveness of the program. The program can only be effective if the PHA participation and use of the facility is high. Personal Health Assessment (PHA) 18. How do I get started taking the PHA? To get started, go to lmh.org/wellcare and click on the link to Sign In with Cerner Health. Then create your Cerner Health account, enroll in the program, and complete your Personal Health Assessment. If you already have an account just login with your username and password. You may access this site from any computer with an internet connection. 19. What is Cerner Health? Cerner Health is a set of personally-controlled health management tools that allow people to connect with their health information and partners. The City of Lawrence WellCare Clinic uses your Cerner Health account to deliver the Personal Health Assessment, advisor visit scheduling, and lab results, making it easy to track all of your health related items within one framework. Please note that if you forget your password AND your security questions, due to the sensitivity of the health information contained within your personal health record, the Health Support team cannot reset your account, so please keep your Cerner Health password in a secure location. 20. What is the Personal Health Assessment? The Personal Health Assessment (PHA) is an online questionnaire designed to assess your personal health. It helps you become aware of health issues and opportunities for health improvement. 21. Will I need an address to take the PHA? Yes. You must have an address in order to complete the PHA. 22. Will I need my health insurance card ID number to take the PHA? Yes. You will need the ID number from your health insurance card to take the PHA. Please note that you MUST use a capital U when entering your ID number, and you also need to enter ALL of the numbers listed. 23. How does Cerner Health Protect my privacy? Cerner Health is keenly aware that your personal health information is both sensitive and private. We believe it is your right to decide which health information you share with whom. You

3 also have the same level of control on what information is added to your Cerner Health personal health record. With this comes the responsibility to actively manage your personal health and wellness information by making good decisions on what to share, and with whom to share it. We re committed to keeping your information private. We use only de-identified information (in other words, anonymous statistics and information that can in no way be connected to you) in support of analysis that drives advancements in the health sciences to benefit all of us. We understand that using Cerner Health is an act of trust, based on our thirtyplus (30+) years as trusted partners to hospitals, health systems, and the healthcare community trust we work hard to earn every day. 24. Do I have to have my blood drawn to complete the PHA? YES, but not at the clinic. If you have been to your PCP for a well visit/blood draw in the past 12 months you may use information from your PCP to enter into your health assessment. In order to use the WellCare Clinic you must be a participant in the Personal Health Assessment (PHA) and that does require biometric data such as cholesterol, glucose etc. 25. Will they check to see if I have drugs or alcohol in my system when they draw blood? NO. If a substance abuse test was going to be done you would have to be informed in advance and agree to the testing. 26. Do my spouse and dependents ages 18 and older have to complete the PHA to access clinic service? YES. ANYONE wishing to access the clinic would have the same requirements. 27. Do I have to go back for follow up visits if recommended by the Nurse Practitioner? YES. If you wish to access the clinic for sick visits, you must make and keep appointment(s) with the Nurse Practitioner if she recommends you come back for a follow up visit. 28. If I don t go back for the recommended follow up visit(s), will I still be able to access the clinic for sick visits? YES. But while you are there for a sick visit, the Nurse Practitioner may complete the follow up visit at the same time. 29. Do my spouse and dependents ages 18 and older have to go back for follow up visits if recommended by the Nurse Practitioner? YES. Anyone wishing to access clinic services would have the same requirements (employees, spouse and dependents). 30. Can a new employee complete a PHA and start getting the benefits? YES. PHA s can be done all year long thru the WellCare Clinic. 31. What does the PHA entail? The PHA contains 2 parts. The first part is having biometric data through a blood draw to test cholesterol, etc. The second part of the PHA is the completion of a set of questions about your health. The questions are generally completed online. 32. Why do I need to get my blood drawn to complete the PHA? Understanding your risk of heart disease, stroke and many other ailments is important, so that you can improve your risk levels of disease. Knowing your numbers also helps you understand the warning signs of a disease and get appropriate help in a timely manner. 33. Who gets to see my blood or wellness information? The Nurse Practitioner from the WellCare Clinic will have access to that information and will provide that information to the employee only. At NO TIME will anyone employed by the City have anyone s Wellness Information except his/her own.

4 34. What do I do if I forgot my Cerner Health username or password? If you forgot your username, just log in using the address you used to create the account. If you forgot your password, navigate to and click on the Forgot Password? link. Enter your address and the CAPTCHA, and an will be sent to you with instructions on how to reset your password. WellCare Clinic Utilization 35. Do I have to clock out to go to the clinic? NO. Visits to the WellCare Clinic will last minutes each. Employees that choose to go to the clinic during the work day utilize that time as break time. 36. Do I have to clock out for my PHA or follow-up visits for the PHA? NO. Completion of the HRA annually is paid time. WellCare Clinic visits for high and medium risk follow up appointments are also paid time. 37. Will drugs be dispensed at the WellCare Clinic?

5 Over the counter medications will be dispensed by the Nurse Practitioner. If given a prescription by the Nurse Practitioner, the patient will need to go to the pharmacy to have it filled, which will then fall under the Medtrak portion of the health care plan for payment. 38. If I feel bad can I just go lay down at the Clinic? NO. The WellCare Clinic is just like your doctor s office. It is a place to seek treatment and wellness information. It is not a lactation room or a nap room. 39. What lab work is done at the WellCare Clinic? Point of care testing such as influenza screening, strep tests, cholesterol tests, and glucose will be collected and processed at the Clinic. Other routine lab test that you would normally have to go to a lab or hospital for (such as chemistry panels, liver function tests, complete blood counts) may be drawn at the Clinic. However, those tests will be processed by an external lab. All lab testing conducted or coordinated by the Clinic will be forwarded to your primary physician with your written consent. 40. What are the typical services that people will use the WellCare Clinic for? Wellness Coaching Men s and Women s Health Screening with a Personal Health Assessment (PHA) Personal Health Coaching Smoking Cessation Weight Management Disease Management Collaborated with personal physician For common conditions such as Diabetes, Pre-diabetes, Hyperlipidemia (high cholesterol or triglycerides, Hypertension (high blood pressure), Obesity, Asthma Treatment of Minor Illnesses/Injuries Upper Respiratory Illnesses Sore Throats Muscle Sprains/Strains Ear Infections Urinary Tract Infections Viral and Bacterial Infections Headaches Sinus Infections Minor Cuts Back Pain Skin Conditions Athlete s Foot Poison Ivy/Poison Oak Skin Irritations Physical Exams Blood pressure checks Cholesterol checks Vaccinations / allergy shots BIOMETRICS 41. What will occur at Biometric Clinics? We will record your biometric values, and will also draw a fasting lab panel via venipuncture. The fasting lab panel includes Total Cholesterol, Bad Cholesterol (LDL), Good Cholesterol

6 (HDL), Triglycerides and Glucose (or HbA1c if diabetic). Biometrics will include blood pressure, pulse, height, weight, and waist circumference. 42. Do I need to fast before my Lab and Biometric Collection visit? Fasting is preferred for the most accurate readings, but non-fasting readings can be accepted. We ask that you fast (not eat any food) for at least nine (9) hours. While fasting, we recommend you drink plenty of water the day before your visit as well as 30 minutes immediately before your visit, but no coffee, soda, or milk, as these may alter your assessment results. If you are pregnant, only fast for six (6) hours. Please take all medications as prescribed by your physician. If you are under medical directions from your doctor to avoid fasting, please follow your doctor s orders. 43. Can I use outside lab results for my Wellness Evaluation? Yes. If you had your labs and biometrics checked within the past year, you will have the option of using those results. Requirements are: Lipid profiles must have all the individual components (Total Cholesterol, LDL, HDL and Triglycerides) and Fasting Glucose (or HbA1c if diabetic) Please include the date of the testing and where the blood was collected. Biometrics must include: blood pressure, pulse, height, weight, and waist circumference. If you have all of these results, please fax or your results to the LMH WellCare Clinic. Preferred method is fax via ; address is: wellcare@lmh.org. Alternatively, you may mail them to: WellCare Clinic, 1130 West 4 th Street, Suite 1020, Lawrence, Kansas If you only have partial values and not the complete set of results, just bring a copy of those with you to the Lab and Biometric appointment. 44. How should I interpret my Biometric results? Your health status is assessed using existing clinical evidence as well as other factors such as age, gender, and health behaviors. Understanding your risk of heart disease, stroke and many other ailments is important, so that you can improve your risk levels of disease. Knowing your numbers also helps you understand the warning signs of a disease and get appropriate help in a timely manner. As part of this program, you will receive health recommendations and reference range graphs of your results to empower you to improve your health. Always seek the advice of your physician or other qualified medical healthcare professional before starting any new program or treatment, or with any questions you may have regarding a medical condition. 45. May I share my results with my primary care provider? Yes. We strongly encourage you to share your health assessment and Lab and Biometric collection results with your provider. You can print your health assessment and your lab results at any time. 46. What does Provider Follow-Up for a Lab and Biometric collection Risk or Result mean? The primary message of this recommendation is to let you know if your results were felt to warrant review by your health care provider. You can refer to the Screening Summary tab and those risks that fall under a severity of High Risk or At Risk are those that need follow up. Based on our Medical Director s criteria and City of Lawrence WellCare guidelines, we encourage you to share this information with your physician or provider for follow up as needed. Revised 12/22/2011