Lake Regional Clinic Patient Guide

Transcription

1 Lake Regional Clinic Patient Guide Be Prepared Make your visit as efficient as possible with these tips. Your Care Team Learn more about our approach to providing health care that is comprehensive and focused on you. Preventive Care Checkups and screenings Avoiding the flu Fighting infections Resources Free events, screenings and support groups

2 In This Guide Welcome to Lake Regional Medical Group About Us Your Satisfaction Your Privacy & Information Get Connected Your Care Team Preparing for Your Visit Preventive Care Fighting Infections Injury Prevention Resources Helpful Telephone Numbers What Are Your Advance Directives? Insurance and Billing Lake Regional Pharmacy Lake Regional Services Medication Tracker Take Notes

3 Welcome to Lake Regional Medical Group Thank you for choosing Lake Regional Medical Group for your health care needs. Our providers and staff are dedicated to ensuring you and your family receive exceptional care. This guide provides information about our clinics, services and policies, and seeks to answer questions you may have about your visit. Feel free to take this guide with you as a future reference for you and your family. We take pride in offering you high quality, compassionate care. If there is anything we can do to improve your experience, please let us know. Mission Provide exceptional health care Vision To be the first choice for health care Values Integrity Patient Centered Clinical Excellence Commitment to Community Core Competencies Agility Community Focus Quality On behalf of the entire Lake Regional team, please accept my best wishes for your good health. Sincerely, Michael E. Henze Chief Executive Officer Lake Regional Health System 2

4 About Us Lake Regional Medical Group a wholly owned subsidiary of Lake Regional Health System provides easy, local access to top-quality providers for area residents and visitors. More than 100 physicians and nurse practitioners are at Lake Regional, including specialists in cardiology, cancer care, orthopedics and more. Completing the health system are seven primary care clinics, 18 specialty clinics, two urgent care clinics, four satellite physical and cardiac rehab therapy sites, three retail pharmacies, a wound healing center, home health and imaging services. 3

5 Your Satisfaction Lake Regional uses several ways to capture patient feedback, including formalized surveys. Feedback will be shared with administration, the appropriate manager and the staff, including the provider and pharmacist. When an area needs improvement, we take steps to improve our processes to help ensure you are always receiving exceptional health care! We want to hear from you. Your feedback is important to the success of the organization. Staff may call you to ask questions such as the ease of scheduling your appointment, how satisfied you were with the wait time, courtesy of clinic staff and care provider, and the likelihood of you recommending our practice. Your feedback will help us to share compliments with staff and possibly change our processes. We look forward to your feedback! Lake Regional Pharmacy makes follow-up calls on some prescriptions that have been filled. The pharmacist may ask how you are feeling with the new medication or if you are having trouble with your young child taking their antibiotic. These calls are made in an effort to help you improve you and your family s health. Additional ways for you to provide feedback include contacting the clinic or pharmacy directly, through the website or the clinic patient portal. If you have questions or concerns about the quality of care you or a family member received at our clinic or pharmacy, please contact the location manager or Lake Regional Medical Group administration at In addition, you have the right to file a complaint or concern with either or both: Missouri Department of Health and Senior Services, P.O. Box 570, Jefferson City, MO Phone: info@dhss.mo.gov The Joint Commission s Office of Quality Monitoring, One Renaissance Blvd., Oakbrook Terrace, IL Phone: complaint@jointcommission.org. 4

6 Your Privacy & Information If you believe your health information was used or shared in a way that is not allowed under the privacy law, or if you weren t able to exercise your rights, you may file a complaint with your provider or health insurer. You also may file a complaint with the federal government. Visit gov/ocr/hipaa for more information. A separate law provides additional privacy protections to patients of alcohol and drug treatment programs. For more information, visit Privacy & Your Health Information You have privacy rights under a federal law that protects your health information. These rights are important for you to know. Federal law establishes rules and limits on who can look at and receive your health information. Who must follow this law? Doctors, nurses, pharmacies, hospitals, clinics, nursing homes and many other health care providers. Health insurance companies, HMOs and most employer group health plans Certain government programs that pay for health care, such as Medicare and Medicaid What information is protected? Information your doctors, nurses and other health care providers put in your medical records Conversations your provider has with nurses and others regarding your care or treatment. Information about you in your health insurer s computer system Billing information about you at your clinic Most other health information about you held by those who must follow this law You have rights over your health information. Providers and health insurers who are required to follow this law must comply with your right to: Ask to see and get a copy of your health records Have corrections added to your health information Receive a notice telling you how your health information may be used and shared 5

7 YOUR PRIVACY & INFORMATION Decide if you want to give your permission before your health information can be used or shared for certain purposes, such as for marketing Get a report on when and why your health information was shared for certain purposes File a complaint To make sure your health information is protected in a way that doesn t interfere with your health care, your information can be used and shared: For your treatment and care coordination To pay doctors and hospitals for your health care and help run their business With your family, relatives, friends or others you identify who are involved with your health care or your health care bills, unless you object To make sure doctors give good care and nursing homes are clean and safe To protect the public s health, such as by reporting when the flu is in your area To make required reports to the police, such as reporting gunshot wounds How do I get copies of my medical records? You may request copies of your Lake Regional medical records online at lakeregional.com/records. A copying fee may apply. If you have any questions contact Lake Regional s Health Information Management office at Without your written permission, your provider cannot: Give your health information to your employer Use or share your health information for marketing or advertising purposes Share private notes about your mental health counseling sessions Adapted from U.S. Department of Health & Human Services Office for Civil Rights 6

8 Get Connected Healow Lake Regional clinic patients can access important health information on their smartphone through a secure app, called healow, an abbreviation of health and online wellness. Using the free healow app, Lake Regional patients can establish automatic medication reminders and store information about their medication, including photographs. The app also allows patients to send refill requests and other messages to their providers, and view visit summaries and vital statistics. Users can set automated reminders for upcoming appointments and write notes to ask questions at future appointments. Users also can access information for their spouse, children or parents after completing a required form. Patient Portal Patients at Lake Regional clinics can access important health information online through a secure patient portal. Using the portal, patients now may request and keep track of appointments; preregister and/or update demographic information; send messages to the clinic; receive educational information and treatment options for their medical condition; receive health maintenance reminders; and view and print current and past statements. Clinic staff will web-enable patients during the registration process at their appointments. Patients who choose to participate will be asked to provide a personal address and will be sent a secure user ID and password, enabling them to access the portal from any computer with Internet access. A link to the portal is available at lakeregional.com/clinics. For more information or to register for access, patients may contact their respective clinic. Like! Like us at facebook.com/lakeregional. Pin! Follow us at pinterest.com/lakeregional. 7

9 Your Care Team At Lake Regional, we are committed to providing you a Patient Centered Medical Home (PCMH). A Patient Centered Medical Home is a team approach to providing healthcare that is comprehensive and focused on you, the patient. It s not a building, but it is focused on building relationships between you and your providers to ensure you receive the best care. A medical home is called a home because we want Lake Regional to be the first choice you think of for all of your medical needs. Our goal is to make it easy and comfortable to get the care you need in a way that works best for you. Role of the Primary Care Provider As your health care provider, we are here to develop a personal partnership with you and your family to provide the best care. That means care that is safe, efficient and includes the patient in decision-making. Each patient has the right to select their own primary care provider (PCP) and have an ongoing relationship with their PCP who will give complete and continuous care. A PCP can be a doctor or a nurse practitioner. Your PCP leads a team of individuals within the organization who, as a Care Team, will take responsibility of the ongoing care of each patient. Your Care Team consists of your primary care physician (PCP), specialty care physician (SCP), medical assistant, LPN, receptionist, clinic manager, pharmacist, other professionals and YOU! You and your family are an essential part of the Care Team. Role of the Patient and Family The doctor-patient relationship is very important. When you are visiting your provider, trust that he or she has your best interests at heart and will attempt to do their best for you. Your Care Team wants you to be actively involved in making decisions that affect your overall health. You are encouraged to ask questions so you understand your treatment plan. 8

10 YOUR CARE TEAM Role of the Medical Home and Specialty Practice Your medical home will coordinate patient care across multiple settings, provide instructions on obtaining care, provide clinic advice during and after office hours, and give patients and their families access to evidence-based care and self-management support. Your chart will be viewed by both your Lake Regional primary care physician and your specialty care physician. If you see a provider outside of Lake Regional, your test/lab results and care management will be discussed, as well. This will occur regularly to ensure all members of your care team are informed about your health. This communication may occur by , fax, phone call or via shared electronic chart notes. Role of the Specialist A specialist is a physician or nurse practitioner that specializes in a particular area of medicine, for example Cardiology or Orthopedics. Your specialist will: review referral requests from the PCP and schedule appointment times according to urgency diagnose and treat the patient communicate timely with referring PCP on patient status and treatment plan. Medical Home Access At lakeregional.com/locations you can find the business hours for each Lake Regional clinic and pharmacy. If you need care after the business hours listed, please consider using the Lake Regional Urgent Care locations or the Emergency Department. Our after-hour advice lines are available for questions and concerns after our office has closed. For adults, call 844-GET-LRMG ( ); for children, call 855-ASK-PEDS ( ).You also can call the Lake Regional hospital operator ( ), and they will connect you to the provider on call. You also will be offered use of the patient portal, which provides you access to your records 24 hours a day. The portal also allows you to request appointments and send questions to your provider. 9

11 YOUR CARE TEAM How does PCMH Benefit You? We are available when you need us. You can communicate with us easily and efficiently, and get appointments quickly. We know you and your health history. We know about your personal family situation and can suggest options that make sense for you. We help you understand your health and how you take care of yourself. We explain your options and provide you with the information to help you make decisions about your health care. We help you coordinate your health care. Even if we are not the ones providing your care, we can help you find specialists, get appointments and make sure others have the information they need to care for you. PCMH Benefits Include: partnership improved communication better health Why PCMH? Lake Regional is committed to continuous improvement. Our Patient Centered Medical Home program focuses on improving the quality of care our patients receive through access, coordination and integration. We use technology, such as electronic medical records, to ensure continuity of care. 10

12 YOUR CARE TEAM Patient-Centered Planned Care Before the Visit PCMH Referral Coordinators Basic case management Coordination of preventive care Coordination of specialist referrals and off-site testing by visit by by phone Receptionists Appointment scheduling Patient reception Update data Maintenance of health records 1 Medical Neighborhood Care Coordination Leadership CARE PLAN Lake Regional can provide referrals for the following. Access During the Visit 2 After the Visit 3 Dental care Pregnancy care Specialty physician care Specialized diagnostic testing Inpatient hospital care Mental health services Emergency care Specialized therapy Technology Team-Based Care Self-Management Support Nurses and Medical Assistants Gather basic health information for visits Document details of care Provide patient education, health promotion and basic assistance management Handle telephone calls and urgent inquiries Provide routine prescription refills Assist with follow-up appointments Coordinate delivery of test results Primary Care Provider Explain medical care in terms you can understand Listen to your feelings and questions Document your care Arrange for needed additional testing or evaluation Provide clear instruction related to agreed upon care and treatment Pharmacy Close collaboration with your provider on medications and refill requests Comprehensive $4 list to help save money on medications 11

13 Preparing For Your Visit Before Your Visit You will receive an automated appointment reminder call one-to-two days in advance to confirm your appointment. If you are unable to keep your appointment, please cancel by calling the clinic at least 24 hours in advance. Follow these guidelines to help us make your visit as efficient as possible. Arrive 15 minutes before your scheduled appointment to complete and update your information. Bring a copy of your insurance card and driver s license. Be prepared to pay co-pays and deductibles at the time of your visit. A list of questions/concerns Name and dosage of medications you are taking (prescription and nonprescription) A list of known allergies Pertinent previous test results (labs and screenings), if possible An accurate health history if you are a new patient Note: Minors must be accompanied by a parent/legal guardian or have verbal or written permission to seek treatment. During Your Visit Be open and honest. Ask questions. Ensure you understand your provider s instructions about ongoing treatment and medications. Take part in the decision-making process. Let your provider know if you are worried about being able to follow their instructions. If your provider recommends a treatment, ask about options. If you need a test, ask: How the test is done How it will feel What you need to do to get ready for it How you will get the results 12

14 Teach Back During your visit, you may be asked by your provider or nurse to repeat some information. We call this Teach Back. Teach back is a way to confirm that we have explained to you what you need to know in a way that you understand it. This provides a chance for us to check for understanding and, if necessary, re-teach the information. Refill Requests If you run out of refills, contact your pharmacy. Please allow hours for your request to be processed. Let your provider know if you have any advance directives. Find out what to do next. Ask for: Your visit summary, including any follow-up appointments needed Written instructions Brochures Videos Websites After Your Visit Follow your care plan. Fill/refill prescriptions in a timely manner. Talk with your provider or pharmacist before you stop taking any medicines that your doctor prescribed. Call your provider if your symptoms get worse or if you have problems following the instructions Call your Care Team with questions. Your Care Team is anyone who is assisting you with your care (receptionist, nurse, provider, pharmacist, etc). If you had a test or labs drawn, your Care Team will contact you by phone or mail within seven business days of receiving your results. For after hours access, refer to page

15 Preventive Care We are dedicated to improving the health and well being of you and your family members; because when you are healthy, you can live life to the fullest. What is Preventive Care? Preventive care lets your doctor find potential health problems before you feel sick. By finding problems early, your doctor can help you get the care you need to stay healthy. Preventive care includes: Immunizations, Physical exams, lab tests and prescriptions. The preventative care services listed in this guidebook are based on recommendations from the U.S. Preventative Services Task Force, Centers for Disease Control (CDC), Health Resources and Services Administration and organizations like the American Medical Association (AMA). The following recommendations may not apply in all situations. Always check with your provider for their recommendations and follow their advice. Children s Health: Newborn through age 18 Physical Exams (Well Child Visits) * Age Newborn Recommendation One visit 3-5 days after discharge from hospital 0-2 years One visit at 2, 4, 6, 9, 12, 15, 18 and 24 months. Autism screening at 18 and 24 months. Lead screening at 12 and 24 months 3-6 years One visit at 30 months and One visit every year for ages 3-6 with blood pressure checks starting at age 3. Obesity screening at age years One visit every year years One visit every year with alcohol and drug use screening during each visit. Counseling to those at risk. Medications (prescription required) * Prescription Iron supplement Oral fluoride supplements Recommendation Children ages 6-12 months at risk for iron deficiency Children 6 months through age 5 without fluoride in their water source 14

16 PREVENTIVE CARE Immunizations * Vaccine Chickenpox (Varicella) Diphtheria, tetanus, whooping cough (Pertussis) Flu (Influenza) Haemophilus influenza type b (HIB) Hepatitis A Hepatitis B HPV (Human Papillomavirus) Polio Measles, Mumps and Rubella (MMR) Meningitis (meningococcal) Pneumonia (Pneumococcal) Prevnar 13 Rotavirus Recommendation One dose between months old. Second dose between ages 4-6 years. For children 14 and older with no history of the shot (vaccination) or disease, 2 doses 4-8 weeks apart. One dose of DTaP at 2, 4, 6, and 18 months old. One dose of Tdap between 11 and 12 years with a Td booster every 10 years after. Those older than 7 years and not previously immunized can get a single shot of Tdap. Two doses 4 weeks apart for healthy children between 6 months and 8 years the first time they get the vaccine. Children who have previously had the flu shot can receive 1 dose yearly. One dose at 2, 4, and 6 months and once between months old Two doses at least 6 months apart between the ages of months old. For children not previously immunized, two doses can be given at least 6 month apart at the doctor s discretion. One dose to all newborns before leaving the hospital, a second dose between 1-2 months and a third dose between 3-18 months. May begin between 2-18 years old if not immunized as a baby. Three doses over a 24- week period starting at ages 9-11 for boys and girls. One dose at 2 and 4 months and between months for a total of 3 doses. Then one more dose between ages 4-6 years. One dose between months and a second between 4-6 years. Can be given to older children if no history of vaccination or disease. One dose between years, with another dose 5 years later. Your doctor may give the vaccine as early as age 2 if your child is at high risk. One dose at 2, 4, and 6 months and again at months. Children over age 2 can get a single dose if not previously immunized. Children with underlying medical condition can receive an additional dose. Children at high risk can be vaccinated after age 7. One dose at 2, 4, and 6 months old 15

17 PREVENTIVE CARE Adult Health: Ages 18 and older Physical Exams * Age Recommendation One visit every 2-3 years; annually if desired; including blood pressure screening, alcohol misuse screening and counseling, depression screening, body mass index and medical history One visit every 1-3 years, including blood pressure screening, alcohol misuse screening and counseling, depression screening, body mass index and medical history 65 and older One visit every year, including blood pressure screening, alcohol misuse screening and counseling, depression screening, body mass index and medical history Immunizations * Vaccine Chickenpox (Varicella) Flu (influenza) Hepatitis A Hepatitis B HPV (Human Papillomavirus) Measles, Mumps and Rubella (MMR) Meningitis (meningococcal) Pneumonia (pneumococcal) Prevnar 13 Shingles (herpes zoster) Tetanus, diphtheria, and Pertussis (whooping cough) Recommendation Two doses 4 weeks apart for those with no history of the disease or vaccination One dose every year Two doses for those at high risk or working in food service Three doses for those at high risk Three doses over a 24- week period up to age 26 One-to two doses if no history of the disease or vaccination. Can be given after age 40 if at high risk One dose for ages if no history of vaccination. Can be given after age 40 if at high risk One dose for those 65 and older. Those at high risk or history of asthma or smoking should have one dose between ages of 19 and 64 with a booster 5 years later. One dose for ages 60 and older One dose if no history of Pertussis vaccine, regardless of interval since last tetanus vaccine followed by tetanus every 10 years. This vaccine is recommended especially if you have contact with children under age 1. 16

18 PREVENTIVE CARE Assessments, Screenings and Counseling * Screening Abdominal Aortic Aneurysm Screening Advance Care Planning Cholesterol Screening Diabetes Screening Diet Counseling Health Screening for Men Hepatitis C Lung Cancer Screening Tobacco Use Screening and Counseling Well-Woman Visit Recommendation Once for men ages with a history of smoking Discuss with your physician your living will or advanced directives. A fasting test (total cholesterol, LDL, HDL and triglycerides) annually or as directed by your physician For those with a sustained blood pressure greater than 135/80 or with high blood pressure or Hyperlipidemia At the doctors discretion if you re at high risk Preventive health visit annually. Adults at risk and a one-time screening for adults born between 1945 and Annual screening for adults ages 55 to 80 who have a 30-pack per year smoking history and currently smoking or quit smoking within the last 15 years At each visit. Includes cessation counseling and interventions. One visit every 1-3 years including: Pap test once every 3 years for women years old or a Pap test with HPV test every 5 years for women ages years. *These recommendations may not apply to every situation. Please refer to your provider and follow their advice. 17

19 PREVENTIVE CARE Cancer Screenings Lake Regional supports the American Cancer Society s guidelines for cancer screening. Ask your doctor or nurse about these tests. Be sure to tell your doctor if you have had any type of cancer or if your mother, father, sibling or children have had cancer. Always follow your doctors recommendation regarding cancer screening. Test Sex Age Frequency Breast self-exam F 21 and older Every month Clinical breast exam F 21 and older Every 3 years Mammogram F 40 and older Every year Cervical cancer (pap test) F Three years after you start having sex but no later than age 21 Every three years, if normal Colon cancer (colonoscopy) Lung Cancer Screening Prostate cancer (prostate specific antigen or PSA) M&F 50 Every 10 years M&F M Ages 55 to 80 who have a 30-pack per year smoking history, who currently are smoking or have quit smoking within the last 15 years 45 if you have family history Talk to your doctor at age 50 Every year As recommended by your doctor Flu Season The single best way to prevent the flu is to get vaccinated each fall before the flu season begins. You can receive a flu vaccine at any primary care clinic or retail pharmacy. The flu is contagious. A person can spread the flu starting one day before he/she feels sick and up to seven days after getting sick. Children can be contagious for longer than seven days. Flu viruses are spread when a person who has the flu coughs, sneezes or speaks and spreads the virus droplets into the air that other people inhale. The virus can also be spread when a person touches a surface with flu viruses on it, such as a door handle, and then touches his/her eyes, nose or mouth. Hand washing and disinfecting areas commonly touched by others are helpful ways to help you from catching the flu. 18

20 PREVENTIVE CARE Fighting Infections Happy Birthday to You! Wash your hands with soap and warm water for 15 to 20 seconds. That s about the same amount of time it takes to sing the Happy Birthday song twice. No Soap? No Problem. Alcohol-based hand cleaners are as effective as soap and water in killing germs. To use, apply the cleaner to the palm of your hand and rub your hands together. Keep rubbing over all the surfaces of your fingers and hands until they are dry. The single most important thing you can do to help prevent infections is to wash your hands and make sure everyone who touches you including your doctors and nurses wash their hands, too. You, your family and friends should wash hands: 1. After touching objects or surfaces 2. Before and after eating 3. Before and after using the restroom It is important that your health care providers wash their hands with either soap and water or with an alcohol-based hand cleaner every time, both before and after they touch you. Health care providers know to practice hand hygiene, but sometimes they forget. You and your family should not be afraid or embarrassed to speak up and ask them to wash their hands. Doctors, nurses and other health care providers come into contact with lots of bacteria and viruses. So before they treat you, ask them if they ve cleaned their hands. 19

21 PREVENTIVE CARE Injury Prevention The U.S. Centers for Disease Control and Prevention recommend the following tips to prevent falls. Begin a regular exercise program. Exercise is one of the most important ways to reduce your chance of falling. Exercises that improve balance and coordination, like Yoga or Tai Chi, are the most helpful. Lack of exercise leads to weakness and increases your risk of falling. Ask your doctor or health care provider about the best type of exercise program for you. Make your home safer. About half of all falls happen at home. To make your home safer: Remove things you can trip over (like papers, books, clothes and shoes) from stairs and places where you walk. Remove small throw rugs or use double-sided tape to keep the rugs from slipping. Avoid using step stools. Keep items you use often in cabinets you can reach easily. Install grab bars next to your toilet and in the tub or shower. Use non-slip mats in the bathtub and on shower floors. Improve the lighting in your home. As you get older, you need brighter lights to see well. Hang light-weight curtains or shades to reduce glare. Install handrails and lights on all staircases. Wear shoes both inside and outside the home. Avoid going barefoot or wearing slippers. Ask your health care provider to review your medicines. Have your doctor or pharmacist review all the medicines you take, even over-the-counter medicines. As you get older, the way medicines work in your body can change. Some medicines, or combinations of medicines, can make you sleepy or dizzy and can cause you to fall. Check your vision. Have your eyes checked by an eye doctor at least once per year. You may be wearing the wrong glasses or have a condition, like glaucoma or cataracts, that limits your vision. Poor vision can increase your chances of falling. 20

22 PREVENTIVE CARE Preventing Medication Errors By taking part in your own care, you can help the members of your health care team avoid medication errors. Here s how: Be sure tall of your providers know what medications you have been taking, including prescription drugs, over-the-counter medications, herbal and vitamin supplements, natural remedies and recreational drugs. Be sure all of your providers know of any allergies you may have to medications, anesthesia, foods, latex products, etc. Remember you play an important role in helping to reduce medication errors. Know Your Meds When being seen in the clinic, your provider may prescribe medications for you. Be sure you understand exactly what they are and why they are being prescribed. Use this checklist to help you get the information you need from your provider: What is the name of the medicine? What is its generic name? Why am I taking this medicine? What dose will I be taking? How often, and for how long? When will the medicine begin to work? What are the possible side effects? Can I take this medicine while taking my other medications or dietary supplements? Are there any foods, drinks or activities I should avoid while taking this medicine? Should I take my medicine at meals or between meals? Do I need to take the medicine on an empty stomach or with food or a glass of water? What should I do if I forget to take the medicine and miss a dose? USE THE MEDICATION TRACKER ON PAGE 30 TO HELP YOU MONITOR YOUR MEDICATIONS. 21

23 Resources After Hours Service For primary care patients, Lake Regional offers an After-Hours Nurse Advice Line for assistance with non-life-threatening issues that occur when Lake Regional s area clinics are closed. For adults, call 844-GET-LRMG ( ); for children, call 855-ASK-PEDS ( ). Specialty clinic patients needing after-hours service should call Here for you. More than 100 physicians and nurse practitioners are at Lake Regional. To locate a provider, visit lakeregional.com, or ask a member of your care team for a copy of our latest Provider Directory. Events, Classes and Screenings Lake Regional offers a variety of educational events during the year, such as diabetes, heart disease and childhood obesity. Several health fairs and screenings also are held annually throughout the lake area. For information on upcoming events, visit lakeregional.com/events, or call Lake Regional s Education Resource Center at Support Groups Lake Regional offers several support groups for area residents. For information on upcoming meetings, visit lakeregional.com/events, or call Lake Regional s Education Resource Center at Physician Referral Lake Regional s providers offer more than 30 specialties throughout the lake area. To locate a provider, ask a member of your care team for a recent Provider Directory. For a personal referral, please call our Physician Referral Line at

24 Helpful Telephone Numbers Hours General hours of operation are weekdays, 8 a.m. to 4:30 p.m. Emergencies If you are experiencing an emergency and require immediate medical attention, please call or go to the nearest hospital emergency department. Please give your provider s name at the Emergency Department. After-Hours Nurse Advice Adults Children 844-GET-LRMG ( ) 855-ASK-PEDS Billing (general) Medicare Medicaid Other Insurance Self-Pay Diabetes Education Diagnostic Imaging Education Resource Center Emergency Medical Records Physician Referral Line Speech Therapy Support Groups Winter Weather Line See a complete list of primary care and specialty services on pages 27 through

25 What Are Your Advance Directives? Advance Directives A growing number of people are declaring their health care preferences before they become seriously ill. The written instructions they use to state their wishes are called advance directives. Before making these important decisions, we recommend you discuss the issues and your personal wishes with your family, close friends, provider, attorney or clergy. Missouri law states if you are 18 years of age or older and legally competent, you can ensure your wishes are carried out if you ever are unable to make or communicate decisions about your health care. You may communicate these wishes through a Health Care Directive or Living Will. Lake Regional s Policy on Advance Directives We believe it is your right to make health care decisions. Our goal is to make certain your preferences are known and respected. If you have not previously documented your health care preferences, the health care team will take all reasonable steps to maintain your life. What are Advance Directives? Living wills, health care proxies and durable powers of attorney are the legal documents that allow you to give direction to medical personnel, family and friends concerning your future care when you cannot speak for yourself. You do not need a lawyer in order to complete advance directives. If you have any questions or need assistance writing an advance directive, you may contact your provider, nurse or Social Work Services. To view and print advance directive documents, visit lakeregional.com/directives. 24

26 Insurance and Billing Insurance Coverage Lake Regional Medical Group is a participating provider with most insurance plans and payors, including Medicare and Medicaid. View the complete list online at lakeregional.com. When you schedule an appointment, please ask the receptionist if your provider is in network with your plan. For questions about your statement, call our Patient Financial Services at We accept VISA, MasterCard, American Express, Discover, debit cards, personal checks and cash. Uninsured Patients If you do not have insurance coverage, you will be asked to pay for services at the time they are provided. We encourage you to pay in full at the time of your visit to take advantage of our selfpay discount. Billing, Fees and Payment Methods As you know, most insurance companies have very specific regulations about billing for health care services. Routine and preventive services allow your provider to monitor your current health status or detect early signs of disease. If you receive treatment for an illness or injury during the course of a routine or preventive visit, both services must be reported to the insurance company. If we believe your insurance may not cover the treatment, you will be asked to sign an Advanced Beneficiary Notice. Remember, it is your responsibility to know your insurance benefits. If you have questions about your coverage, please contact your insurance plan. For questions about your statement, call our Central Business Office at We accept VISA, MasterCard, American Express, Discover, debit cards, personal checks and cash. 25

27 Lake Regional Pharmacy Our pharmacies conveniently are located within the Lake Regional clinics in Camdenton, Lake Ozark and. Lake Regional pharmacists will counsel and educate you about prescription, nonprescription and alternative drug therapies. Lake Regional Pharmacy offers the following: Convenient locations within our clinics Knowledgeable pharmacists Detailed drug information receipts Over-the-counter health care products Filing of claims with Medicare, Medicaid, most insurance carriers and workers compensation Drive-thru service in Camdenton and Lake Ozark Extended hours and Sunday hours in Holiday hours Prescription Refills Call your pharmacy for prescription refills or call our toll-free line: 855-MY-RxNOW ( ). We also offer online refills at lakeregional. com/pharmacy. Please allow 24-to-48 hours for refills. Keep Track of Your Medications Pick up a medication wallet card at any of the Lake Regional Pharmacy locations or our Wellness Wednesday events. If you have questions for your pharmacist, please pharmacist@lakeregional.com or call our toll-free number: 855-MY-RX-NOW. 26

28 Services Clinics, Rehab Therapies and Pharmacies Lake Regional Hospital 54 Hospital Drive, MO Cardiac Rehab: Rehab Therapy: Camdenton 1930 N. Business Route 5 Clinic: Pharmacy: Drive-thru service available Cardiac Rehab: Rehab Therapy: Eldon 304 E. Fourth St. Clinic: Cardiac Rehab: Rehab Therapy: Iberia 2333 Highway 17 Clinic: Rx delivery service available Lake Ozark 1870 Bagnell Dam Blvd. Clinic: Pharmacy: Drive-thru service available Laurie 156 Missouri Blvd. Clinic: Cardiac Rehab: Rehab Therapy: Macks Creek W. Highway 54 Clinic: Medical Park Drive Clinic: Pharmacy: Specialty Clinics Lake Regional Arthritis and Rheumatism 1075 Nichols Road Lake Regional Cancer Center Lake Regional Hospital 54 Hospital Drive Lake Regional Cardio- Thoracic Surgery Lake Regional Hospital Specialty Suite, Second Floor 54 Hospital Drive Lake Regional Cardiology 1193 State Road KK Lake Regional Cardiovascular Institute 1191 State Road KK, Suite

29 Lake Regional Endocrinology Lake Regional Hospital Specialty Suite, Second Floor 54 Hospital Drive Lake Regional General Surgery LRHS Medical Office Building 54 Hospital Drive, Suite Lake Regional Heart and Vascular Lake Regional Hospital Specialty Suite, Second Floor 54 Hospital Drive Lake Regional Infectious Disease Clinic Lake Regional Hospital Specialty Suite, Second Floor 54 Hospital Drive Lake Regional Nephrology Lake Regional Hospital Specialty Suite, Second Floor 54 Hospital Drive Lake Regional Neurology Lake Regional Imaging Center 1075 Nichols Road Lake Regional Obstetrics and Gynecology LRHS Medical Office Building 54 Hospital Drive, Suite Lake Regional Occupational Medicine LRHS Medical Office Building 54 Hospital Drive, Suite Lake Regional Orthopedics Lake Regional Imaging Center 1075 Nichols Road Lake Regional Podiatry Lake Regional Imaging Center 1075 Nichols Road Lake Regional Pulmonology Lake Regional Imaging Center 1075 Nichols Road Lake Regional Urology Lake Regional Imaging Center 1075 Nichols Road

30 Urgent Care Eldon 304 E. Fourth St Medical Park Drive Other Services Anticoagulation Clinic Lake Regional Hospital Specialty Suite, Second Floor 54 Hospital Drive Lake Regional Family Birth Center Lake Regional Hospital 54 Hospital Drive, Second Floor Lake Regional Home Health 1193 State Road KK, Suite C Lake Regional Imaging Center 1075 Nichols Road Lake Regional Skilled Nursing Facility 54 Hospital Drive, Second Floor Lake Regional Wound Healing Center Lake Regional Hospital 54 Hospital Drive, First Floor Critical Care Patients requiring critical care may be treated in Lake Regional s 18- bed Intensive Care/Coronary Care Unit. Critical care specialists are on staff to monitor patient progress. As their condition improves, patients may be moved to the hospital s 22- bed Stepdown Unit. Emergency Department Lake Regional s 35-bed Emergency Department features four resuscitation rooms for treating trauma patients, a CT scanner and two helicopter pads. Our ED is designated a Level III Trauma Center by the state. Level III Trauma Centers must have a trauma surgeon in house or on call 24 hours a day, seven days a week. Sleep Medicine Lake Regional offers sleep studies (polysomnograms), multiple sleep latency testing (MSLT) and maintenance of wakefulness testing (MWT). Learn More For information on other services available at Lake Regional, visit lakeregional.com. 29

31 My Medications Keep track of all medications you are prescribed. When you get home, add all other medications including over-thecounter, vitamins and herbs to this list. Update your list as needed. Medication: (include brand and generic names) Dose: Take times per day at (circle all that apply): 12-1 a.m. / 2-3 a.m. / 4-5 a.m. / 6-7 a.m. 8-9 a.m. / a.m. / 12-1 p.m. / 2-3 p.m. / 4-5 p.m. / 6-7 p.m. / 8-9 p.m. / p.m. Reason for taking: Prescribed by: Date started: Pharmacy name and number: / Medication: (include brand and generic names) Dose: Take times per day at (circle all that apply): 12-1 a.m. / 2-3 a.m. / 4-5 a.m. / 6-7 a.m. 8-9 a.m. / a.m. / 12-1 p.m. / 2-3 p.m. / 4-5 p.m. / 6-7 p.m. / 8-9 p.m. / p.m. Reason for taking: Prescribed by: Date started: Pharmacy name and number: / Medication: (include brand and generic names) Dose: Take times per day at (circle all that apply): 12-1 a.m. / 2-3 a.m. / 4-5 a.m. / 6-7 a.m. 8-9 a.m. / a.m. / 12-1 p.m. / 2-3 p.m. / 4-5 p.m. / 6-7 p.m. / 8-9 p.m. / p.m. Reason for taking: Prescribed by: Date started: Pharmacy name and number: / Medication: (include brand and generic names) Dose: Take times per day at (circle all that apply): 12-1 a.m. / 2-3 a.m. / 4-5 a.m. / 6-7 a.m. 8-9 a.m. / a.m. / 12-1 p.m. / 2-3 p.m. / 4-5 p.m. / 6-7 p.m. / 8-9 p.m. / p.m. Reason for taking: Prescribed by: Date started: Pharmacy name and number: / 30

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36 We re here for you. Lake Regional Pharmacy has knowledgeable pharmacists who put your health care first. As members of Lake Regional Health System, our pharmacists work hand-in-hand with your physician to deliver the best care. And with our three convenient locations and online refill service, you re never far from a Lake Regional Pharmacy. lakeregional.com/pharmacy Camdenton Lake Ozark