PATIENT HANDBOOK

Miami Dade Office 3510 Biscayne Blvd. Miami, FL 33137 Tel (305) 576-1234 Broward Office 871 W. Oakland Park Blvd. Ft. Lauderdale, FL 33311 Tel (954) 567-7141 Miami Beach Office 777 17th Street, Suite 400 Miami Beach, FL 33139 Tel (305) 673-3555

Connect With US:

@CareResourceFL

/CareResource

C a R eRe S o UR ce . o R G

Your Helath Care Team

At Care Resource, we believe in partnering with you to help you reach your health care goals. As partners, we ask that you take an active role in your health care and we will provide the guidance and advice to support you. The decisions you make in your daily life effect your overall health. Your Care Resource health care team can offer you help to get the most from your health care. Here are just a few tips for a healthier life... Enjoy a nutritious diet - limit fats and sugars Get plenty of rest Develop good coping skills to help you manage stress Dont use harmful substances - such as drugs, tobacco, and excessive alcohol Take your medications as prescribed Plan ahead - dont run out of medications Learn about resources that might help you Keep all of your Care Resource appointments

MEDICAL SERVICES EXTENSIONS

Miami Ofce
Medical Records, Authorizations, & Referrals Front Desk/Check-In, Prescriptions Request, Letters and General Info

Broward Ofce
Medical Records, Authorizations, & Referrals Front Desk/Check-In, Prescriptions Request, Letters and General Info

Miami Beach Ofce

Medical Records, Authorizations, & Referrals Front Desk/Check-In, Prescriptions Request, Letters and General Info

EXT. 212

EXT. 119

EXT. 365

EXT. 290 & 291

EXT. 119 & 117

EXT. 360

Medical Appointments & Cancellations (ALL LOCATIONS).

EXT. 470 & 471

CARE RESOURCE PATIENT HANDBOOK

Table of Contents
The Care Resource Mission and Vision-------------------------------------------- 3 Patient Rights and Responsibilities----------------------------------------------- 4-5 Confidentiality, Concerns, Compliments----------------------------------------- 6 The Primary Care Medical Home Model----------------------------------------- 7 Services We Offer------------------------------------------------------------------------- 8 Sliding Scale, Billing Statements, & Balances----------------------------------- 9 No-Shows -----------------------------------------------------------------------------------9 What to Expect at Your Medical Appointment------------------------------ 10 Walk-in Appointments & Running Late------------------------------------------ 10 LGBT Health Care---------------------------------------------------------------------- 11 HIV/AIDS & Infectious Disease Care--------------------------------------------- 12 Requesting Your Records------------------------------------------------------------ 12 Urgent Medical Care------------------------------------------------------------------ 13 Behavioral Health & Substance Abuse Services----------------------------- 14 Dental Services-------------------------------------------------------------------------- 15 Nutritional Services--------------------------------------------------------------------- 15 Health Screenings---------------------------------------------------------------------- 16 Laboratory Services-------------------------------------------------------------------- 17 Case Management and Outreach---------------------------------------------- 17

TO MAKE AN APPOINtMENt CALL (305) 576-1234.

The

Mission & Vision

Mission
Need.

Through Education, Prevention, Research, Care & Treatment, and Support Services, Care Resource Improves Upon the Health and Overall Quality of Life of Our Diverse South Florida Communities in

Vision

Care Resource strives to expand and improve the provision of a broad continuum of services in response to growing needs for certain services among specific populations in the South Florida community, making special efforts to engage hard-to-reach populations through effective, culturally appropriate messages.

CARE RESOURCE PATIENT HANDBOOK

Patient Rights and Responsibilities

Care Resource is committed to providing quality health care. It is our pledge to provide health care services with respect and dignity. In keeping with this pledge and commitment, we present our Patient Rights and Responsibilities.

Your Rights as a Patient

As a client of Care Resource, you have many rights. We always want to make sure you are valued and served in the most professional manner. Heres what you can expect:

Respectful treatment by staff. Services provided without discrimination because of race, age, religion, nationality, origin, sex, sexual orientation, gender identity, disability or economic status. Confidentiality (privacy) except when there is danger to you or others. To choose and/or change providers at anytime. Active participation in the development and review of an individualized treatment plan -- this includes the right to know and meet with the professional staff members responsible for your care, to know their professional qualification and to know their staff person. The least restrictive type of treatment that can meet your needs. The option to pursue a complaint through the written grievance procedure provided at intake. To understand the services that Care Resource provides including your rights and responsibilities as a client before receiving services from Care Resource. To be referred to appropriate services and agencies when your needs are beyond what can be provided at Care Resource. To give informed consent or to refuse treatment and to be advised of the consequences of such refusal. To a humane and safe environment giving your reasonable protection from harm and appropriate privacy with regard to your personal needs. To be provided care, treatment, or services in the language you feel most comfortable with. To obtain care from other clinicians within the primary care medical home, to seek a second opinion, and to seek specialty care.

TO MAKE AN APPOINtMENt CALL (305) 576-1234.

Your Responsibilities as a Patient

As a client of Care Resource, you have many responsibilities too. We always want to make sure you understand your responsibilities and accept the credit for your success in treatment. We expect you: To maintain the confidentiality of other clients. To follow the Program Rules. To follow the grievance procedure as outlined in the Client Grievance Procedure for any problem or concern. To inform therapist/case managers at the agencies from which you receive services, that you are also receiving services from Care Resource; coordination of services between agencies is to your benefit. To treat all Care Resource staff, volunteers, and clients respectfully; you will not be verbally or physically abusive. To follow the treatment plan that you have developed with your physician, therapist/case manager. To keep all scheduled appointments (medical, lab, dental, case management, individual and group therapy). You will give 24 hours notice if you need to miss an appointment and reschedule the appointment with your physician, therapist and/or case manger. To attempt to remain drug and alcohol free while on the premises of Care Resource. To provide Care Resource staff with an update of any changes in your status (physical, financial, emotional). To provide your own transportation whenever possible. If unable to provide your own transportation; you should contact your case manager. To allow your providers to consult with other health care professionals about your care. To arrange for payment of medical bills and applying for all benefits and entitlement programs for which you are eligible.

FEELING FRUSTRATED?

AsK for HELP

5

But Dont Act Out.

Violence, threats, or harassment of patients, staff or visitors Will noT be tolerated at Care Resource.
CARE RESOURCE PATIENT HANDBOOK

Confidentiality
Confidentiality is important to us. Information about you will not be released outside of this agency or any Care Resource location without your consent (except by law, court order, or in an emergency). For information to be released your permission is required and you will be asked to sign a release form.

Your confidentiality is always being protected:

If someone asks for information about you, we cannot tell her/him anything without your consent. This includes family members and friends. If there is someone you would like us to give information to or share information with, such as a partner or family member, you first need to sign a release giving us permission to do so. If a Care Resource staff person sees you outside our offices, she/he will not acknowledge you unless you do so first. This way you do not have to explain to anyone who we are. It leaves the choice up to you. If at any time you are uncomfortable, or believe that a staff member has not kept your information private enough, please let that staff member know. If you do not feel comfortable talking to that person, tell your provider or a supervisor. We want to provide the best possible service, and your comfort is important.

Concerns, Compliments, & Suggestions

TeLL US hoW We aRe doinG!
Care Resource staff are always available to discuss your concerns or suggestions and once a year, Care Resource conducts our annual patient feedback survey. You may also call our Quality Assurance Department at (305) 576-1234. Your input is very important to us!

TO MAKE AN APPOINtMENt CALL (305) 576-1234.

The Primary Care Medical Home Model

The Primary Care Medical Home (PCMH) is an approach to providing comprehensive primary care for children, youth, and adults. The PCMH is a health care model built on strengthening partnerships between individual patients, their network of providers, and, when appropriate, the patients family.

The PCMH involves many attributes. Among them:

Each patient has an ongoing relationship with a primary care provider (PCP) who provides continuous and comprehensive care. The PCP directs a team of individuals within the organization who collectively care for each patient. The team takes a whole-person approach to caring for patients.

Quality and safety are hallmarks of the medical home. Some of these include:
Health care providers will support their patients to achieve health outcomes through a compassionate partnership between physicians, patients, and the patients family. Evidence-based medicine and clinical decision-support tools guide decision making patients have the right to a coordinated care, including referrals to specialty care. Primary care providers in the practice accept accountability for continuous quality improvement through voluntary engagement in performance measurement and improvement. Patients actively participate in decision-making and feedback is sought to ensure patients expectations are being met. Information technology is utilized appropriately to support optimal patient care, performance measurement, patient education, and enhanced communication

Care Resource believes this model is the strongest avenue for the care of our patients. Through this model, working together with their health care team, patients are able to achieve their best quality of life. To learn more about this care model, visit: www.jointcommission.org/accreditation/pchi.aspx 7

CARE RESOURCE PATIENT HANDBOOK

Services We Offer
Core PROGRAMS
Miami Ofce Outpatient Primary Medical Care In-Ofce Lab Services Primary Dental Care Medical Case Management Housing Case Management Linkage Case Management Mental Health Therapy/Counseling Outpatient Substance Abuse Counseling Health Prom. & Prev. Services X X X X X X X X Broward Ofce X X X X X X X X X Available at SoBeThrifty X Miami Beach Ofce X X

SPecialiZed ProGrams
Miami Ofce I-ACT for WOC PREP-M ARTAS Transportation Assistance Services Food Bank Services X X X X X
Through Food For Life Network

Broward Ofce

Miami Beach Ofce

Miami Office | 3510 Biscayne Blvd. | Miami, FL 33137 Broward Office | 871 W. Oakland Park Blvd. | Oakland Park, FL 33311 Miami Beach Office | 777 17th Street, Ste. 400 | Miami Beach, FL 33139

TO MAKE AN APPOINtMENt CALL (305) 576-1234.

Sliding Scale, Billing Statements, & Balances

Sliding Fee Scale Patients who are uninsured may be eligible for a discounted fee for services. If you apply, your fee eligibility is based on your gross household income and household size and is calculated using federal guidelines. To qualify, your total household income must fall at or below 200% of the Federal Poverty Level. You may apply by completing the fee scale application form and turning it in at the registration desk - medical, behavioral health, or dental - with the required proof of income and family size. The following documents are acceptable proof of income: One month of consecutive pay stubs or letter of salary 1040 Tax Forms Unemployment letter Social Security award letter Support letter, also called Verification of No Income (for those with no income) Billing Statements and Balances Care Resource collects co-pays and fee-scale fees at the time of your visit. However, you may also receive a bill or statement from us after your visit. We will send you a bill if your insurance tells us that you are financially responsible for more costs from your visits such as co-insurance, deductibles, and non-covered services. Please contact your insurance company directly for explanations on costs they will not cover. Please call Care Resources billing department if you have any questions about your bill. Please pay your balance while in the office or by mail.

No-Shows
Couldnt make your appointment? Missed it? Forgot it? Please give us 24-hours notice if you know you will not be able to keep your scheduled appointment so that we may offer the time to someone else who needs to be seen. If you cant remember when your next appointment is scheduled, please call your office location to get the exact date and time.

CARE RESOURCE PATIENT HANDBOOK

What to Expect at Your Medical Appointment

Your first medical appointment will last about one hour. Follow-up and sick visit appointments will usually last less than one hour. EVERY APPOINTMENT - remember to bring: Your insurance card A legal photo ID (license, state-issued ID, or passport) Any necessary referrals Any co-pays Arrive 15 minutes before your medical appointment Bring completed forms and/or be ready to complete all necessary paperwork. Our front office staff can help you if you need assistance filling out paperwork. You will be checked in by the front desk staff. Next, a patient care assistant will check your weight, height, blood pressure, and pulse. Your primary care provider will ask you about your medical history and examine you. You may also visit the lab for blood tests. A case manager will be available if you have any questions or needs. Before you leave the office, go to the reception desk to check out. You will be able to schedule your next appointment before you leave.

Walk-In Appointments
Care Resource accepts walk-in appointments for individuals who are unable to call ahead for an appointment. Walk-in patients will be accommodated around pre-scheduled appointments and patients with urgent care needs.

Running Late for Your Appointment?

Care Resource respects each clients time and expects that clients also respect our providers time. If you are running late for your appointment, please call our office to let us know! If you are running late and unable to call, Care Resource will make every effort to accommodate you when you do arrive for your appointment. If you arrive for your appointment beyond a reasonable time frame and the staff is not able to accommodate you, your appointment will be rescheduled.

TO MAKE AN APPOINtMENt CALL (305) 576-1234.

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LGBT Health Care

Finding safe, welcoming health care can be difficult for lesbian, gay, bisexual, and transgender individuals. Care Resource is dedicated to providing affirming, expert care to LGBT individuals. Our health care providers and staff are knowledgeable in all aspects of lesbian, gay, bisexual, and transgender care. Care Resource has been designated an Equality Leader by the Healthcare Equality Index (HEI). Care Resources LGBT Health Care services include: Primary care Womens wellness Transgender health care and drop-in center Behavioral health including substance abuse services Dental services HIV/AIDS and Hepatitis C specialty care STD screening and HIV testing Pharmacy services Nutrition services Case management services

Transgender Care
Care Resources providers are trained to offer health care specific to the needs of transgender individuals. Our providers adhere generally to the World Professional Association for Transgender Health (WPATH) Standards of Care (formerly known as the Harry Benjamin Standards of Care). 11

CARE RESOURCE PATIENT HANDBOOK

HIV/AIDS & Infectious Disease Care

If youve been diagnosed with HIV/AIDS, Hepatitis C, or another infectious disease, you can live a long and enjoyable life. Our infectious disease health care services provide you with more than just treatment for the disease - we partner with you to help you stay healthy and happy. Care Resources HIV/AIDS and Infectious Disease Medical Care services include: Primary medical care Dental services Nutrition consultations and guidance to help you maintain a healthy weight Mental health services including psychiatrists and support groups Substance abuse services Effective medications to fight HIV Pharmacy services On-going case management
HIV/AIDS patients, call our Case Management department to begin care at (305) 576-1234.

Requesting Your Records

Your health records are available to you. Please complete a Release of Information (ROI) form at your office location. You may also call the Medical, Dental or Behavioral Health Departments. There may be a fee for your records. Please ask our staff for details on cost. We will transfer your records to specialty providers and other health care providers free of charge. Records will be available within 5 business days of your request.

TO MAKE AN APPOINtMENt CALL (305) 576-1234.

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Urgent Medical Care

When Care Resource is Open If you are a Care Resource medical patient and you are feeling sick or have an urgent (not life-threatening) medical problem, call your Care Resource medical office and ask to speak to the medical staff. If you get our voice mail, leave a message. We often have same day or walk-in appointments for sick/urgent matters - however, it is recommended that you call before coming in. When Care Resource is Closed We are available after hours through our answering system. If your problem cannot wait until we open again, call our main phone line: 305-576-1234. Let the answering system know whether you require medical or mental health care. Our answering system will relay the call to the on-call provider who will address the issue or concern. If you are having a medical or mental health emergency, call 9-1-1 or go to the nearest emergency room. If you go to an emergency room, let your ER provider know you are a Care Resource patient. If you are sick and need an appointment, call to schedule one.

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CARE RESOURCE PATIENT HANDBOOK

Behavioral Health & Substance Abuse

Care Resources diverse behavioral health and substance abuse services and programs will help you manage your emotional and psychological well-being, so you can thrive. Our Behavioral Health services include: Counseling and Therapy Individual counseling Group counseling Psycho-educational groups Health and behavioral services Psychiatry Psychiatric diagnosis Medication management Care Resource offers outpatient substance abuse services. Our staff of addictions professionals provide: Evaluations Individual and group counseling Outpatient program services Referrals to more intensive treatment programs as needed

TO MAKE AN APPOINtMENt CALL (305) 576-1234.

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Dental Services
Did you know that:
Dental plaque is made up of more than 300 kinds of bacteria? 1 in 3 people have untreated tooth decay? Luckily, Care Resource offers complete dental care to make sure your smile stays healthy. Care Resources Dental Services include: Routine check-ups and cleanings Childrens dental screenings Composite fillings and extractions Crowns, veneers, and implants Full and partial dentures

Nutritional Services
Care Resources Registered Dietitian will help you maintain your health with support and guidance for better eating; because eating right, not only makes you feel better, it makes you look better too. Our Nutritional Services include assessments and education. People who may benefit from our Nutrition Services include those with: Weight concerns - either overweight or underweight HIV or Hepatitis C Diabetes Hypertension (high blood pressure) 15

CARE RESOURCE PATIENT HANDBOOK

Health Screenings
Care Resource offers walk-in testing services to anyone.
Our HIV/STD screening services include: HIV Counseling, Testing, and Referral Free, confidential/anonymous No appointment necessary Oral swab (OraQuick) and confirmatory finger stick (OraSure) Results in 20 minutes STD Screening and Treatment Current Care Resource patients: please make an appointment with your provider or walk-in. Non-patients: Screening for Chlamydia, gonorrhea, syphilis, HIV, Hepatitis C; is available Treatment as needed based on diagnosis. Other Health screening services include: Glucose, Cholesterol & Blood Pressure Screening Current Care Resource patients: please make an appointment with your provider or walk-in. Non-patients: Screening for Glucose, Cholesterol & Blood Pressure screening is available Treatment as needed based on diagnosis.

TO MAKE AN APPOINtMENt CALL (305) 576-1234.

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Laboratory Services
Most Care Resource locations now offer convenient, on-site lab services to provide you with most routine testing. Costs of testing are dependent upon your insurance. Or, if you are on a Care Resource sliding fee scale, you will be responsible for part of your bill for lab tests. Please call ahead if you want information on prices for individual tests. Results: Lab results are available in the office or through our Patient Web Portal. Just log-on with your username and password to quickly and securely access your lab test results! Patients will be given a referral for lab services we do not offer at our offices.

Case Management and Outreach

Care Resources case managers are available to assist in coordinating your care by assessing your eligibility for programs and services to help support your health. Together, you and a case manager will identify your needs and develop a plan of care. Our Case Management services include help with: Insurance and pharmacy coverage Income entitlement programs Job training and education programs Housing Transportation Emergency and financial assistance Substance abuse programs Mental health support Concrete needs such as: food, clothing, eyeglasses, and medically necessary items Case managers also help with referrals, advocacy, and developing and maintaining realistic health care plans. Current Care Resource patients are welcome to case management by simply walking in. 17

CARE RESOURCE PATIENT HANDBOOK

NOTES
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TO MAKE AN APPOINtMENt CALL (305) 576-1234.

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Miami Dade Office

3510 Biscayne Blvd. Miami, FL 33137 Tel 305.576.1234

Miami Beach Office

777 17th Street, Suite 400 Miami Beach, FL 33139 Tel 305.673.3555

871 W. Oakland Park Blvd. Ft. Lauderdale, FL 33311 Tel 954.567.7141

Broward Office

Transgender drop-in center at sobe thrifty

1435 Alton Rd. Miami Beach, FL 33139 Tel 305.672.7251