Welcome to the Virginia Mason Memorial family!

Welcome to the Virginia Mason Memorial family!

Patient Orientation Letter N 39th Ave. Be remarkable. / Health care is a basic need, but the health care experience should never be basic. Virginia Mason Memorial is relentlessly devoted to providing remarkable health care. We offer many services for you and your family. Contact Us 509-966-9480 familymedicineofyakima.com 504 N. 40th Ave. Yakima, WA 98902 Hours: 8 a.m. - 5 p.m. Monday through Friday. 40th Ave. Englewood Ave. McKinley Ave. Richey Rd. Howard Ave. Richey Rd. Your Medical Home Introducing Family Medicine of Yakima We re glad to have you join us at Family Medicine of Yakima. Enclosed is an introduction to our staff, an overview of our clinic processes, and a list of services we offer. We encourage you to thoroughly read all materials. These are available online as well at familymedicineofyakima.com. Establishing Care The first appointment between you and the provider will be to establish care. This appointment is a part of our responsibility to assist you in finding a personal clinician. To learn more about our providers, please visit our clinic website at: familymedicineofyakima.com. It will be determined by you and the clinician at this appointment if a primary care relationship will be established and carried into the future. A key part of identifying care that is right for you, is to be able to review any previous medical records. Before this appointment, please be sure to share all available, relevant records with our clinic. For help with record transfers, please contact our Medical Record team at 509-972-1174. Your Personal Provider and Care Team The relationship between you, your provider and the care team (clinic staff) is the driving force behind a Patient- Centered Medical Home. Your provider will provide medical care that is right for you based on clinical guidelines shown to improve health. Your provider will direct the care team to coordinate your care based on your wants and needs. To improve efficiency, the team will plan for your appointment by reviewing your medical chart for up-to-date forms, check for recent testing, and ensure you are notified of results in a timely manner. The care team will work with you and any outside providers/ facilities to effectively coordinate your healthcare across all specialties, including behavioral health. We will provide the specialists with your care summary before your appointment, and obtain the specialists recommendations after your appointment. If seen in the hospital, upon discharge our care team will review information related to your hospital stay to ensure appropriate follow-up care, and discuss any questions or concerns you may have about your treatment or medications.

Virginia Mason Memorial Types of Services Your Part Services include preventive care exams, well child visits, adolescent care, diagnosis and treatment of illness, disease and injuries, minor surgical procedures, gynecological procedures, primary care for all conditions (including asthma, diabetes, depression, arthritis, high blood pressure and musculoskeletal disorders), chronic disease management, and identifying and treating stressrelated disorders. In return, we ask that you continue to be an active participant in your health care. We ask you to take charge of your health by responsibly managing and monitoring aspects of your care; you re the leader of this team. Keep us informed of: Patient Education Patient education is an integral part of a primary care practice. Our providers distribute most patient education materials during an office visit. These materials can also be found on the patient portal, where you also have access to additional materials relevant to your health conditions. Your medications Any drug allergies or side effects Visits to specialists Any outside lab or diagnostic testing Changes in medical history or health status Updates on your self-care needs Information from recent hospital, emergency, or urgent care visits Follow the care plan your provider has developed for you and let your provider know when you can t. We are here when you need us; you can call our office or follow the guidelines for reaching us during non-business hours for advice before going to the Emergency Room in a nonemergent situation. Quality For You Family Medicine of Yakima is committed to providing same day appointments and offering expanded hours to meet your needs. We will use our electronic medical record to support the best care, quality, and safety by helping us to identify and provide for your needs and the needs of our entire patient population. Additionally, we are able to contact you via electronic reminders for appointments, preventative, and chronic care services. Appointments Appointments are required for all care, including nurse and lab visits. You can arrange an appointment by: Calling our office at 509-966-9480. Logging into your Patient Portal to request an appointment (for any non-urgent visits, including acute care/sick needs) Same-Day Appointments/Medical Questions (During office hours) Same-day appointments are available during regular office hours. If your provider is not available, one of the other providers may be available to assist. If you are not certain that you need to be seen, please call. Our team can assist you and, if needed, schedule an appointment. For information regarding Virginia Mason Memorial policies refer to yakimamemorial.org/rights or call 509-469-5411.

Patient Orientation Letter After-Hours Care Cancellations What To Do When We re Closed a. Please contact us during opening hours at: 509-966-9480 If you are unable to keep a scheduled appointment, we ask that you notify our office as much in advance as possible. Early notification allows someone else to use the appointment time and you to reschedule as soon as possible. Failure to notify our office at least 24 hours in advance, may result in a No Show noted on your record. b. You can also send us a message or schedule an appointment online through the Memorial Physician Patient Portal. Further info on patient portal located below. If you arrive late for an appointment, you may be asked to reschedule or to wait until other scheduled patients have been seen. This avoids long waits for you and other patients, and provides adequate time for a thorough visit. 3 steps to getting healthcare. 1. You need care or want to schedule a future appointment 2. We re unable to see you today or you need to be seen when the clinic is closed a. Our HealthyNow clinics provide convenient care with multiple locations. i. Healthy Now is available 7 days a week at select locations from 7:00am - 7:00pm - Join the line at healthynowclinic.com ii. Most common conditions treated at HealthyNow include: Ear aches, cold and flu symptoms, minor aches, injuries, and pains. 3. Contact a Provider On-Call a. If neither of these options work, we have a provider on call. You can call the clinic any time before or after the clinic s regular hours to speak with one of our providers. Please note, you will be directed to our answering service who will contact the provider on-call. You will receive a call back from one of our providers. Registration During your first visit to our office, registration information will be collected. All information given to our office will be kept in the strictest confidence. At each visit, you will be asked to present your insurance card, photo identification, and verify: Address Phone Number Insurance Preferred Pharmacy Any changes such as marital status, employer, or authorized and/or emergency contacts. This is not an all-inclusive list of each identifier captured and verified in the registration process. Please be prepared to provide additional information beyond the examples listed above.

Virginia Mason Memorial Payments/Billing/Insurance At check-in, your account will be reviewed for any outstanding balances and any relevant co-payments. Co-payment is to be collected in full at the time of service. You can pay by check, credit/debit card, or cash. Please make checks payable to Family Medicine of Yakima. Laboratory work and imaging may be billed to you separately. A statement will be mailed after services are provided. We expect prompt payment. We realize that special situations arise that require alternative payment plans. In these circumstances, we offer individualized, structured payment plans, as well as Family Assistance. Please discuss these options with our Patient Service s team before your account is overdue. For specific insurance coverage, please contact your insurance plan. Our practice provides equal access to all patients, regardless of source of payment. For help with billing, payments or information on how to obtain insurance coverage, please contact our Patient Service s team at 509-972-1140. Medication Refills For medication refills, please contact your pharmacist. For medication questions, please contact the clinic. Medical Records For medical record inquiries about immunization records, school and sports forms, and record transfers, please call 509-972-1174. Referrals We re here to help. A staff member is available to assist you with your referral needs during our regular office hours. Please call 509-225-2002. Memorial Physicians Patient Portal Your Patient Portal allows you to have better communication with our office, providing 24x7 access to a range of medical information and services from the comfort and privacy of your home. This resource is optional and we strongly encourage you to activate your account. On Your Tablet or Smartphone If you prefer to manage your healthcare on your smartphone or tablet you can download the healow app below to access your Patient Portal. If you need help logging in, use the Can t access your account link or call 509-972-1150 Mon-Fri 8am-5pm. How to Sign Up If you aren t signed up for Patient Portal, you ll need to visit your primary care clinic to sign up in person to receive your login credentials. How to Login Visit www.yakimamp.com/patientportal to login. The username is by default your firstname, lastname, and year of birth all together with no spaces. However, sometimes the username will be your email address instead. The password is randomly generated when your account is set up at your clinic and will be emailed to you. After your first login, you can create your own password and security question. Summary Family Medicine of Yakima strives to provide each patient with the highest quality of care and services possible. We will work with you, as part of your team, to meet our mutual goals of health and wellness. If you have any questions or concerns regarding the information contained in this letter, please let us know - as mutual cooperation and understanding are necessary to achieve the best health care possible for you and your family. Thank you, Family Medicine of Yakima

2811 Tieton Drive / Yakima, WA 98902 / 509-575-8000 / yakimamemorial.org