Patient CareInformation

UW Neighborhood Clinics

UW MEDICINE / / PRIMARY CARE

Table of Contents

1 Welcome to UW Neighborhood Clinics

2 Clinical Services

3 Patient-Centered Medical Home

4–5 How to Get the Most from Your Appointment

6–12 Quick Reference Guide

Appointments Billing Confidentiality eCare Estimated Charges Insurance Medical Advice Medical Records MedicationRefills NoticeofPrivacyPractices Patient Forms Patient Rights and Responsibilities PatientSafety Referrals Test Results Urgent Care Virtual Care

12–13 UrgentCareorEmergencyDepartment?

14 Clinic Locations and Contact Information

1

Welcome to UW Neighborhood Clinics Choosing a healthcare team is one of the most important decisions a personcanmake.Wearehonoredthatyouhaveselectedustoprovideyourprimarycare.

UW Neighborhood Clinics Offer:• Convenient locations throughout the Puget Sound area.

• OnlineaccesstoyourpersonalhealthinformationthrougheCare.

• Convenientprimarycareservicessixdaysaweek,including eveningandsame-dayappointments.

• Walk-inUrgentCareservicessevendaysaweekatselect locations.Whenyourprimarycareproviderisunavailable,UrgentCare services provide attention for the sudden onset of non-life-threatening problems or issues that could become worse without treatment.

• AccesstotheUWMedicineVirtualClinicwhentheclinicisclosed,or itisinconvenientforyoutoleaveyourhome.Offered24hoursaday,7daysaweekforthetreatmentofminorconditions.

• On-sitelaboratoryanddigitalX-rayfacilities.

• Board-certifiedphysicians,certifiedphysicianassistants,andadvanced registered nurse practitioners.

• Coordinatedcarewithspecialists,hospitalsand/orother medicalexpertstoensureyoureceivethebestcarepossible.

• Opendoortoshareyourfeedbackwithus.Ifweexceedyourexpectationsorifwefallshort,wewanttohearfromyou.Pleasefeelfreetoprovidefeedbacktoanyoneofourstaffmembers,orthroughasurveythatyoumayreceiveinthemailorviaemailafteravisit.

2

Clinical Services UWNeighborhoodClinicsoffercomprehensivepatient-andfamily-centeredprimarycare,withurgentcareservicesavailableatselectlocations.Weprovidecarefortheentirefamilythroughoutallstagesoflifeusingthemedicalhomemodel.Ourclinicsalsoofferconvenienthours,includingeveningandsame-dayappointments,andthefollowingclinicalservices:

• Familymedicine

• Pediatrics

• Internal medicine

• Geriatrics

• Integrated behavioral health

• Eyecare

• Travel medicine

• Nutrition services

• Obstetricsandgynecology

• Selectspecialtyservices

• Urgent Care

• On-site laboratories and digitalx-rayfacilities

Because UW Neighborhood Clinics are part of the UW Medicine health system,ourpatientshaveaccesstohighly-specializedservicesatotherUW Medicine facilities. For additional information regarding our services andproviders,visituwmedicine.org.

3

Patient-Centered Medical HomeThe patient-centered medical home model is a team approach to providingtotalhealthcare.Wewilldelivercarethatisaccessible,continuous,patient-centered,coordinated,compassionateandculturallyappropriate.Together,TheMedicalHomecanbringyou,yourfamily,andyourcareteamtogethersoyoucanmakethebestchoicesaboutyourhealth.

Who are the team members?

Careteamsincludephysicians,nursepractitioners,physicianassistants,medicalassistants,registerednurses,dietitians,socialworkers,healthnavigators,atrustedfamilymemberorfriend(ifyouwish)andmostimportantly,you.

What can I expect from my care team?

We will:

• Listentoyourconcerns.

• Answeryourquestions.

• Helpyoutomakeacareplan.

• Provideevidence-basedcare.Thismeansthatyourcareplanisbasedonreliableevidencethatprovesitisthebestchoicefortreatingyourhealthissue(s).

• Provideongoingsupporttohelpyoumanageyourcare.

• Coordinateyourcarewithspecialists,hospitalsand/orothermedicalexperts.

• Encourageyoutotakeanactiveroleinyourcare.

As the patient, we expect that you will:

• Be an active participant.

• Askquestions.

• Tellusaboutyourpasthealthsuccessesandchallenges.

• Workwithteammemberstomakeacareplanthatwillworkforyou.

• Followyourcareplan.

• Tellusifyouarehavingtroublestickingtoyourcareplan.

4

How to Get the Most from Your Appointment

Preparing for Your Appointment

• Makeaprioritizedlistofquestionsand/orofpersistentillnessesorsignificantdifferencesinhowyoufeelsincethelasttimeyousawyourprovider.

• Bringyourcurrentmedications,herbalsupplementsandvitaminsintheir containers.

• Ifitwillbehelpful,bringatrustedfamilymemberorfriendwithyou.

• Ifyouareanewpatient,bringinalistofothercareprovidersyouhaveseeninthepastoroutsideofourclinic.Ourabilitytofullyunderstandyourmedicalhistorywillimprovethecarewecanprovide.

• Ifnecessary,havesomeonepresenttosuperviseyourchildren. Our clinics do not provide supervision for children left unattended inthelobby,butweareconcernedfortheirsafetyduringyourvisit.Additional information about child safety is available on page 11 in the Patient Safety section.

5

Checking In

• Arrive10–15minutespriortoyourappointment.

• Bepreparedtoprovideyour:

➞ Insurance card

➞ Co-pay(Weacceptpersonalchecks,MasterCard,Visa,AmericanExpress,andDiscoverCard)

➞ Photoidentification

• LateArrivals—Wewillmakeeveryefforttoseeyou,butyourappointmentmayneedtoberescheduled.

During Your Appointment

• Writedownthenamesofyourcareteammembers.

• Askthequestionsonyourlistand/orreviewthesignificantillnessesordifferencessinceyourlastvisit.

• Shareinformationopenly.Don’tholdbackonsharinginformationthatmayseemembarrassing—yourprivacyisimportanttousandwewillprotect it.

• Askformedicationrefillsifyouwillrunoutbeforeyournextappointment.

• Useyourownwordstorepeatbackthethingsyouhavediscussedwithyourcareteam.

• MakesureyouunderstandtheinstructionsinyourAfterVisitSummary(AVS).

After Your Appointment

• PleasefollowtheinstructionsnotedinyourAVS.

• Ifyoudonotunderstandanyaspectoftheinstructionsgiventoyou,pleasecalltheclinictoaskforclarification.

6

Quick Reference Guide

Appointments

How do I schedule an appointment?

PrimaryCare—RoutineCareorWellnessVisits

• ScheduledirectlywithyourprovideronlinethroughUWMedicineeCare.

• Call the UW Medicine Contact Center at 206.520.5000 or 1.877.520.5000.

Telehealth Appointments — Video- or smart-phone based appointments with a primary care provider in your clinic.

Call or send an eCaremessagetoyourclinictorequestaTelehealthappointment.

No Appointments Necessary

• Urgent Care — Go to uwmedicine.org/urgent-care and use the “Getinline”optiontoholdyourspotinline.Walk-insarealwayswelcome.

• UWMedicineVirtualClinic—24hoursaday,7daysaweek.Learn more at uwmedicine.org/virtualclinic.

7

What if I need to cancel an appointment?

Ifyouneedtocancelorrescheduleyourappointment,pleasedosoatleast 24 hours in advance. To cancel an appointment:

• CalltheContactCenter,or

• Log into eCare.

Billing

Why do I sometimes receive two invoices?

• OneinvoiceisfromUWPhysicians(UWP)andreflects thecostofyourvisit.Topayyourbillonline,goto uwmedicine.mysecurebill.com.IfyouhavequestionsaboutyourbillorneedtomakefinancialarrangementswithUWPhysicians(UWP),call206.520.9300.Youmayalsocalltomakeanappointment to meet with a customer service representative in person.Thebillingofficeislocatedat701FifthAvenue,Suite700,Seattle,WA98104.OfficehoursareMondaythroughFridayfrom9a.m.to5p.m.

• YoumayreceiveaseparatebillfromanotherUWMedicinefacility,suchasUWLaboratoryMedicine,forservicesyoureceivedatourclinic.Call206.616.8900ifyouhaveanyquestionsaboutthisinvoice.

Confidentiality

Do UW Neighborhood Clinics share information about my care with my family?

• Forpatientconvenience,weallowfamilymemberstomakeappointmentsorinquireabouttheappointmenttimesfortheirchildren,parentsandspouses.Ifyoudonotwantustoshareappointmentinformationwithfamilymembers,pleasenotifyusatthetimeofyourregistrationorvisit.

• Ifyouwouldliketogiveyourcareteampermissiontotalkwithyourfamilymembersaboutyourcarewhenyouarenotpresent,youwillbeaskedtosignaformthatallowsustodotoso.

8

eCare

What is UW Medicine eCare?

eCareisasecure,onlinewebportalthatprovideseasyonlineaccesstoyourpersonalhealthcareinformation.AsaregisteredeCareuser,youcansendsecureemailstoyourcareteam,scheduleorcancelappointments,requestreferrals,viewtestresults,requestmedicationrefills,andmuchmore.Tolearnmore,visituwmedicine.org/ecare.

How do I sign up for UW Medicine eCare?

• Online at uwmedicine.org/ecare, or

• Atyourclinic.

Estimated Charges

Can I get an estimate of what my visit will cost?

Yes,informationabouttheestimatedcharges*foryourhealth servicesisavailableuponrequestbyaskingatthefrontdeskorcallingthe appointment line at 206.520.5000.

*Any estimates provided are not exact because we cannot know in advance the type and amount of care you and your provider will decide is needed. Your charges will depend on the actual services you receive.

9

Insurance

How do I know what services will be covered?

Pleasecallyourinsurancecompanytoconfirmyourbenefits.

Can I still be seen if I don’t have active health insurance?

Ifyouareuninsuredoraself-paypatient,youwillberequiredtomakeadeposittowardthecostofyourcareatthetimeofyourvisit.You willbebilledforanychargesthatexceedyourinitialdeposit.Pleaseask at the front desk or call the appointment line at 206.520.5000 to findouthowmuchthedepositwillbe.Acceptableformsofpaymentincludepersonalchecks,Visa,MasterCard,AmericanExpressandDiscoverCard.

How can I get health insurance?

Ifyouneedtoobtaininsurancecoverage,gotowahealthplanfinder.org orcall1.855.923.4633forinformationabouthowtoenrollforClassicMedicaid,anExpandedMedicaidprogramforWashingtonStatecalledAppleHealth,orthevariousotherqualifiedinsuranceprogramsavailable to the public.

Medical Advice

How do I get medical advice during the day and when the clinic is closed?

• Atanytime,call911ifyouareexperiencingalife-threateningemergency.

• Fornon-emergentquestionsorissues,dayornight:

➞ Send an eCaremessagetoyourcareteam.

➞ Callyourclinic.Duringclinichours,youshouldreceiveacallbackwithinoneday.Whentheclinicisclosed,youwillreachan after-hours consulting nurse service.

10

Medical Records

How do I transfer my medical records to or from UW Medicine, or request a correction or amendment to my medical record?

Go to uwmedicine.org/patient-resources and select “Access records andimages”orcall206.744.9000.

Medication Refills

How do I refill my medication?

• Callyourpharmacy.Werecommendcallingoneweekbeforeyourcurrentsupplywillrunout,or

• Send an eCare message.

Notice of Privacy Practices

How will my medical information be used and disclosed and how can I get access to this information?

Go to uwmedicine.org/about/policies-and-notices and select “Joint noticeofprivacypractices.”

Patient Forms

Where can I find forms to help me organize my medical information when preparing for a visit?

Go to uwmedicine.org/patient-resources and select “Patient Forms” boxunder“AllResources.”

Patient Rights and Responsibilities

What are my rights and responsibilities as a UW Neighborhood Clinic patient?

Tolearnaboutyourrightsandresponsibilities,goto uwmedicine.org/patient-resources and select the “Patient Rights andResponsibilities”boxunder“AllResources.”ThenselecttheNeighborhood Clinics link.

11

Patient Safety

What are some of the ways UW Neighborhood Clinics demonstrate their commitment to patient safety?

Wearecommittedtoprovidingthesafestcarebywashing ourhandsbeforebeginninganexamination,askingyoutoconfirmyouridentitybyverifyingyournameanddateofbirthatkeytimes,askingyoutoreviewyourmedications,andconfirminganyallergieslistedinyourmedicalrecordtoavoiderrors,allergicreactionsanddrug interactions.

Can my children remain in a waiting area by themselves while I’m in an exam room?

Our clinics do not provide supervision for children left unattended in thelobby,butweareconcernedabouttheirsafetyduringyourvisit.Youoraresponsiblepersonmustdirectlysuperviseyourchildrenatalltimes.Pleasekeepyourchildrennexttoyou,especiallywhenyouareinthehallways,waitingareas,andaroundelevators.Pleasedonotallowchildrentoplaynearequipment,astheycouldinjurethemselvesordamagetheequipment.Ifyouareuncomfortablehavingyourchildrenwithyourduringanexaminationorprocedure,pleasebringsomeone to supervise them or make other arrangements for their care.

Referrals

How do I get a referral?

• SendarequestineCare,

• Askyourproviderduringavisit,or

• Callyourclinic.

12

Test Results

How will I get my test results?

• In eCare.Mostresultswillbeavailablewithinfourdaysofthetest(unlessyouareinstructedotherwise).

• Aletterinthemailwithintwoweeksofthetest(unlessyouareinstructedotherwise).

Urgent Care

How can I find a UW Neighborhood Clinic Urgent Care location?

Visit uwmedicine.org/urgent-care for Urgent Care locations and hours.

Virtual Care

When should I use the UW Medicine Virtual Clinic?

Whenyourclinicisclosedoritisinconvenientforyoutoleave yourhome,theVirtualCliniccanprovidecareforminorillnesses andinjuries,24hoursaday,7daysaweek.Learnmoreatuwmedicine.org/virtualclinic.

Urgent Care or Emergency Department?

Itdependsonthetypeandseriousnessofyourillnessorinjury.Urgent Care Clinics can provide attention for the sudden onset primarycarerelatedissuesthatcouldbecomeworsewithouttreatment.

HospitalEmergencyDepartmentsshouldbeusedforanythingyouthink might be serious or life-threatening.

IfyouareexperiencinganyoftheEmergencyDepartmentsymptomslistedbelow,donotwait.Call911forhelpingettingyoutoahospitalasquicklyaspossible.

13

Urgent Care ServicesWe treat the following non-life-threateningproblemswhenyourPCP is not available:

• Breathingproblems:Coughs,colds,wheezing,mildasthmaattacks,influenza,sinusinfections,andbronchitis

• Earproblems:Earinfections,earaches,foreignobjectintheear,andearwaxremoval

• Eyeproblems:Redeye,pinkeye,andstyes

• Migraines and headaches

• Musculoskeletal problems: Sprains,strains,andbrokenbones

• Skinproblems:Rashes, minorburnscuts/scrapes, lacerations,bites,poisonivy,andabscesses/boils

• Stomachproblems:Nausea,vomiting,diarrhea,constipation,heartburnsymptoms, and abdominal pain

• Urinaryproblems:Bladder andurinarytractinfections,andconcernsofasexuallytransmitted infection.

• WorkInjuries(initiatingL&Iclaim)

Our Urgent Care centers do not offerintravenous(IV)fluidsormedications,andwedonothavenarcotic medications on site. Ifyourillnessorinjuryismoreserious than what we can provideforyou,wewillreferyoutotheclosesthospitaloremergencyroom.

Emergency Room ServicesIfyoufearthatyouhavea serious,life-threateningillnessorinjurysuchasstroke,heartattack,uncontrollablebleeding,orheadinjurywithlossofconsciousness—call911.You should seek care in an ER if youhavethefollowing:

• Chest pain or pressure

• Shortness of breath

• Severe:Burns,painorheadtrauma

• Sudden loss of vision

• Broken bones with bone exposed

Formoreinformation, visit us on the web at

uwmedicine.org/urgent-care

6.13.19

Ballard Clinic 1455NWLearyWay,Suite250 Seattle,WA98107 206.789.7777 Belltown Clinic 2505SecondAve.,Suite200 Seattle,WA98121 206.443.0400 Factoria Clinic 13231S.E.36thSt.,Suite110 Bellevue,WA98006 425.957.9000 Federal Way Clinic 32018 23rd Ave. South FederalWay,WA98003 253.839.3030 Issaquah Clinic 1740NWMapleSt.,Suite100 Issaquah,WA98027 425.391.3900 Kent/Des Moines Clinic 23213PacificHighwaySouth Kent,WA98032 206.870.8880 Northgate Clinic 314 NE Thornton Place Seattle,WA98125 206.528.8000 Olympia Clinic 3525EnsignRoadNE,SuiteB Olympia,WA98506 360.507.9100 Ravenna Clinic 491525thAvenueNE,Suite300-W Seattle,WA98105 206.525.7777

Shoreline Clinic 1355 N. 205th St. Shoreline,WA98133 206.542.5656 Smokey Point Clinic 3823 172nd St NE Arlington,WA98223 360.386.3600

South Lake Union Clinic 750RepublicanSt,Bldg.F,Floor2 Seattle,WA98109 206.485.9000 Woodinville Clinic 17638 140th Ave. NE Woodinville,WA98072 425.485.4100

UW Neighborhood Clinic Locations

Harborview Medical Center NorthwestHospital&MedicalCenter

ValleyMedicalCenter UW Medical Center

UW Neighborhood Clinics UWPhysicians

UW School of Medicine Airlift Northwest

uwmedicine.org