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Introduction Welcome to Vecino Health Centers, a nonprofit organization of vibrant community health clinics in Houston. Your health care home for medical, dental, and counseling Vecino, which means “neighbor” in Spanish, captures our spirit. We hope you are proud to consider Vecino your neighbor and “health care home,” for medical, dental, counseling, and optometry services. You can expect to be treated with respect, dignity, and compassion and to develop strong and trusting relationships with your health care providers and staff. Vecino currently has two locations in northeast Houston: • Vecino - Denver Harbor Family Clinic – www.denverharborclinic.org • Vecino - Airline Children’s Clinic www.airlinechildrensclinic.org What’s inside? • Get to know your doctors. • Find out when and how to schedule appointments. • Learn what exams and immunizations are recommended for children. • Learn about workshops and events for patients at Vecino Health Centers. • And more! © 2014, Vecino Health Centers. All rights reserved. 1 Table of Contents Denver Harbor Family Clinic Welcome from the Medical Director .................................................... 3 When to Get Health Care ..................................................................... 4 Location and Hours .............................................................................. 5 Medical Services and Team .................................................................. 7 Dental Services and Team .................................................................... 11 Counseling Services and Team ............................................................. 13 Optometry Services and Team .............................................................. 16 Educational Services and Partners ......................................................... 18 Paying for Your Health Care ................................................................. 19 Important Patient Policies ..................................................................... 22 Frequently Asked Questions ................................................................. 24 2 Welcome from the Medical Director Thank you for choosing Vecino Health Centers. We appreciate the opportunity to provide you with health care services of the highest standards. Your guidebook You’ll find information in this Guidebook that will be useful both now and later. Please keep it handy for future reference. Details about our services, appointment procedures, payments, and answers to frequently asked questions are included and organized by topic. You can find an online version in the “patient” section of our websites at denverharborclinic.org and airlinechildrensclinic.org. Your health care home Our top priority is good health at every stage of life for you and your family. A full range of services and resources are available to you, including: • Medical, dental, counseling, and optometry services • Convenient access and hours • Eligibility and enrollment in health care coverage, including the Affordable Care Act Marketplace, Medicaid, and CHIP programs • Bilingual services (English and Spanish) • Caring providers • Monthly educational events and programs Your health You have the most important role in your health and the healing process. It’s important that you follow treatment instructions agreed on by you and your care team. If you ever have any questions, please don’t hesitate to contact us. Sincerely, Donald Briscoe, MD Medical Director, Vecino Health Centers Program Director, Houston Methodist Family Medicine Residency Program Chairman, Department of Family Medicine, Houston Methodist 3 When to Get Health Care Most of us don’t think about our health until we don’t feel well. It’s important to get regular check-ups at every age. Adult check-ups Regular check-ups at every age will help you live a long and healthy life. Even if you never get sick, regular medical and dental exams can help identify problems before they become serious. Call to schedule a check-up for every member of the family. Emergency - Call 911 In an emergency that requires immediate attention from the police, fire department, or ambulance, call 911. Well child check-ups Getting your child regular health screenings and immunizations is very important for healthy development. The American Academy of Pediatrics recommends all children get check-ups at the following ages: • 3-5 days (newborn) • 12 months • 2 weeks • 15 months • 2 months • 18 months • 4 months • 2 years • 6 months • 30 months • 9 months • 3 years After age 3, children should be seen every year through age 21. For additional information, visit www.healthychildren.org. Illness or injury If you or someone in your family has an illness or injury, we’re here to help determine what kind of care you need. Call us. 4 Location and Hours Denver Harbor Family Clinic Located on Route 11 Metro Line in the Denver Harbor community of northeast Houston, Denver Harbor Family Clinic offers free parking. 424 Hahlo Street, Houston, Texas 77020 www.denverharborclinic.org Emergency - Call 911 Hours - Monday, Wednesday, and Friday - 8 am to 5 pm; Tuesdays and Thursdays – 8 am to 8 pm Call for appointments for children and adults • Medical 713-674-3326 • Dental 713-343-5502 • Counseling 713-674-3326 • Optometry appointments are made through referrals from your doctor. After Hours Physicians on Call – 713-674-3326 5 Location & Hours Airline Children’s Clinic Located on Airline Drive, Airline Children’s Clinic is on Route 56 Metro Line and offers plenty of free parking. 5808 Airline Drive Houston, Texas 77076 www.airlinechildrensclinic.org Emergency - Call 911 Hours - Monday through Friday – 8 am to 4:30 pm Appointments - 713-695-4013 Call for medical, dental, and counseling appointments for children from newborn to age 18. After Hours Night Light Pediatric Urgent Care – 713-957-2020 6 Denver Harbor Family Clinic Medical Services Vecino - Denver Harbor Family Clinic provides exceptional primary and preventive medical care for men, women, and children of every age. The team of physicians and medical staff works in partnership with worldrenowned Houston Methodist’s Family Medicine Residency Program. Complete Primary Medical Care Preventative care and health Did you know? maintenance services, including: You could have high • Well child visits cholesterol and not know it. • Women’s healthcare, The good news is that it’s including pap smears easy to get your cholesterol • Routine physical examinations checked, and if it is high, • Immunizations you can take steps to • Prenatal care for low-risk control it. pregnancies • Birth control information and services • School, camp, and sports physicals • Management of chronic diseases such as diabetes and heart disease • Referrals to sub-specialists, when needed • On-site mammography through a collaboration with The Rose • On-site optometry services through a collaboration with University of Houston Team Approach As your medical home, Denver Harbor Family Clinic is committed to patient-centered care. This means that you, the patient, are the center of everything we do. Not just one, but a whole team of doctors, is committed to your care. Partnership with Houston Methodist Family Medicine Program Vecino is a proud partner to the worldrenowned Houston Methodist’s Family Medicine Residency Program. The tough requirements for our doctors and high standards for our staff means you are receiving the best care possible. 7 Meet the Medical Team Donald Briscoe, MD • Medical Director, Vecino Health Centers • Program Director, Methodist Hospital (Houston) Family Medicine Residency Program • Chairman, Department of Family Medicine, The Methodist Hospital • Clinical Associate Professor of Family Medicine in Medicine, Weill Cornell Medical College Dr. Briscoe leads the medical staff of Denver Harbor Family Clinic. His accomplished background includes a long-term commitment to family medicine, addressing the health disparities of underserved populations. Education Board-certified by the American Board of Family Medicine, Dr. Briscoe was awarded his medical degree by the University Of Virginia School of Medicine in Charlottesville, Virginia. He completed a family medicine residency with Shadyside Hospital Family Practice Residency in Pittsburgh. Background Prior to joining Vecino Health Centers in July 2006, Dr. Briscoe served as Associate Residency Director and Full-Time Residency Faculty for the Christus St. Joseph Family Medicine Residency, which became Methodist. Before entering academia, Dr. Briscoe practiced full-time private practice with Physicians of Family Medicine in Midlothian, Virginia. Recognitions Dr. Briscoe has been recognized with numerous teaching awards, including the 2012 Exemplary Teaching Award from the Texas Academy of Family Physicians. He was named one of the Best Doctors in America in 2011. He is known as an excellent leader and mentor, working hard to provide the best safe and quality care to his patients. 8 Tiffani Sealock, MD • Staff Physician for Vecino Health Centers • Core Faculty for Methodist Hospital (Houston) Family Medicine Program Education Board-certified by American Board of Family Medicine, Dr. Sealock received her medical degree from the University of Texas Health Science Center College of Medicine. She completed her residency training in Family medicine at The Methodist Hospital Family Medicine Residence Program and then became a faculty physician with the program. Other Dr. Sealock is a member of the Society of Teachers of Family Medicine and a contributing author to the book Case Files: Family Medicine by Eugene Toy and Donald Briscoe. Enjoli Benitez, MD • Staff Physician for Vecino Health Centers • Core Faculty for Methodist Hospital (Houston) Family Medicine Program Education Board-certified by the American Board of Family Medicine, Dr. Benitez received her medical degree from the University of Texas Medical School in Houston and completed her residency as Chief Resident of Houston Methodist Family Medicine Program. Other Dr. Benitez is originally from San Antonio, Texas. Outside the world of medicine, she faithfully serves several parishes in the Houston area as Music Ministry Director. 9 Doctors in the Methodist Family Residency Program Residents Physicians are doctors who have completed their medical school studies, received their medical degrees, and work at Denver Harbor Family Clinic to gain experience providing primary health care to families. They are typically on staff for three years. Denver Harbor Family Clinic’s fulltime medical staff supervises all of the care that they provide. 10 Denver Harbor Family Clinic Dental Services and Dentist A healthy smile is part of your overall wellness. The dentists and staff at Denver Harbor Family Clinic provide quality care and in a comfortable environment for patients of every age. Did you know? The tooth is the only part of the human body that cannot repair itself. Regular check-ups and cleanings at the dentist are important because they keep your teeth and gums healthy. Research shows that dentists can tell a lot about your overall health, including whether or not you may be developing a disease, like diabetes. Denver Harbor Family Clinic’s dentists and other professionals will help you practice good dental health to maintain healthy mouth, teeth, and gums. Services include: • Examinations • Extractions • Cleanings • Fillings • Crowns • Partial and full porcelain dentures Martha J. Wade, DDS Dental Director, Vecino Health Centers Dr. Wade brings significant experience as both public health provider and administrator to her role as Dental Director of Vecino Health Centers. Education Dr. Wade received her Doctor of Dental Surgery degree from the University Of Texas School Of Dentistry, Houston, and is a member of the National Network of Oral Health Access. After twelve years in private practice, she continued to explore her interest in public health through studies at the University of Houston–Clear Lake and the University Of Texas School Of Public Health. 11 Background Dr. Wade’s interest in public health programs led to a sixteen-year career in management of school-based health programs as Assistant Director of Community and Personal Health at the City of Houston Health Department, where she also provided dental clinical care. Community dentistry has always been her primary interest because of the people. “At Vecino Health Centers we focus on the patient’s needs and work to make the experience as positive as possible,” she says. “Coming to work is a pleasure every day.” 12 Denver Harbor Family Clinic Counseling Services Mental health and emotional well-being are essential to your overall health. At times, life’s challenges can be overwhelming. You or someone you love may feel distressed as you try to cope with the transitions, stresses, traumas, and losses that happen in life. You may have difficulty coping or may do so in unhealthy ways. We are here to help you through these challenges in ways that maintain emotional stability and growth. Counseling services are available to help adults, children, and teens overcome problems such as: • Depression and sudden mood changes, including anger and selfharm • Managing anxiety and Did you know? excessive fears • Dealing with worries related to Depression is a serious health and chronic illness illness. If you think you • Substance use and abuse, might be depressed, talk including tobacco and alcohol with a doctor or counselor. • Problems relating to others: at Getting help is the best thing home, at work, at school you can do for yourself and your loved ones. • Issues related to trauma, abuse, and domestic violence • Grief and loss • Behavior problems including disobedience, defiance, impulsiveness, and other problems that affect children's ability to function well at school and at home Vecino’s counseling professionals are bilingual (English and Spanish), licensed, experienced, and easy to talk to. Treatment options include individual, group, family, and couples’ therapy. 13 Meet the Counseling Team Clara Rosenzweig, M.Ed., LPC-S • Director of Counseling Services, Vecino Health Centers • Board-Approved Supervisor • Behavioral Health Faculty, Methodist Hospital Family Medicine Residency Program Mrs. Rosenzeweig’s bilingual and bicultural background in counseling and behavioral health has been instrumental in establishing services to meet the needs of Vecino patients. Education Mrs. Rosenzweig completed her undergraduate studies in clinical psychology at the Universidad Iberoamericana in Mexico City and received a Master’s of Education in Counseling degree from the University of Houston. She is a Licensed Professional Counselor and Board-Approved Supervisor in the state of Texas. Background With extensive training in trauma-informed therapies, Mrs. Rosenzweig brings an integrative approach to her practice, drawing from interpersonal, cognitive behavioral, solution-focused, motivational interviewing, attachment, and trauma-focused strategies, in order to provide patients with the best possible care. She has been a guest lecturer at the University of Houston in the areas of trauma, cross-cultural counseling, and family therapy, and she has led an experiential training group in therapy process for Master’s-level counseling students. Other In addition to her administrative responsibilities, Mrs. Rosenzweig provides individual, couples, family, and group psychotherapy and works with children, teens, and adults. Outside work, Mrs. Rosenzweig enjoys spending time with her husband and two children, taking long hikes and dining out, and is an active founding member of her synagogue. 14 Claudia Escalante, M.A., LPC Mental Health Counselor, Vecino Health Centers Education A Licensed Professional Counselor, Ms. Escalante received her Masters Degree in Psychology from Houston Baptist University in Houston. She completed her Internship at Fort Bend County Juvenile Probation Department, providing individual, group, and family counseling. Other Ms. Escalante is experienced working with youth of all ages with a variety of issues. In addition to her work as a mental health professional, she teaches ballet to girls ages 4-12. Katrina Daneshvar, M.A. LPC, NCC Mental Health Counselor, Vecino Health Centers Education A Licensed Professional Counselor and National Certified Counselor, Ms. Daneshvar received her MA in Counseling from Franciscan University in Steubenville, Ohio, and her BA in Psychology from University of St. Thomas in Houston. Other Prior to joining Vecino Health Centers, Ms. Daneshvar was with Catholic Charities of Houston and the DePelchin Children’s Center. 15 Denver Harbor Family Clinic Optometry Services and Providers Annual eye examinations are an important part of your health care. Even when you're not experiencing problems, regular eye exams can detect serious eye conditions that sometimes have few, if any, symptoms. For example, if you spend a lot of time on the computer you may benefit from eyewear that reduces eyestrain. If you participate in sports, eyewear can protect your eyes during physical activity. It is only through regular examinations with your optometrist that you and your family can have the peace of mind that comes with knowing that your vision health is being maintained properly. Services include: • Complete vision care for Vecino patients six years old and up • Evaluation for common conditions such as nearsightedness, farsightedness, and astigmatism • Diagnosis and treatment of eye diseases • Prescriptions for glasses and contact lenses University of Houston College of Optometry Vecino Health Centers is affiliated with the University of Houston College of Optometry (UHCO). UHCO is ranked among the best optometric institutions in the world. Trained optometrists provide the highest quality vision and eye care on-site at Denver Harbor Family Clinic. Appointments are available only with a referral from your doctor. 16 Denver Harbor Family Clinic Educational Services & Partners Diabetes Education Most people with diabetes know self-management is important, but many find it overwhelming. Diabetes education helps patients learn how to manage their disease and be as healthy as possible. Vecino is pleased to provide specialized education for our patients with diabetes through an affiliation with the University of Houston, College of Pharmacy. The program is available to patients by referral only. For more information talk to you doctor. Nancy Chung, Pharm.D., BCACP • Clinical Assistant Professor of Ambulatory Care, Department of Clinical Sciences & Administration, University of Houston College of Pharmacy • Program Director for the University of Houston College of Pharmacy and Vecino Health Centers Partnership Education Dr. Chung received her Doctor of Pharmacy (Pharm.D.) from the University of Houston, College of Pharmacy. She is a Board Certified Ambulatory Care Pharmacist and a Preceptor with the Texas State Board of Pharmacy. Background Dr. Chung is proficient in Spanish and has experience working with Hispanic/Latino patient populations through residency programs in Austin and Orlando. 17 Ongoing Educational Workshops and Events Vecino Health Centers is committed to making information and education available to help you take personal responsibility for your health. Did you know? It’s a good idea to get your blood pressure checked regularly. Blood pressure measures how hard your blood pushes against the walls of your arteries when your heart pumps blood. Workshops and educational opportunities are offered to community members on a variety of topics, including nutrition, heart health, smoking cessation, and more. Most are free of charge thanks to our education partners. Check the “Events” page of the website for current workshops and events. Denver Harbor Family Clinic Events www.denverharborclinic.org/events 18 Paying for Your Health Care Services at Vecino Health Centers are not free. Our goal is to help you get and use the coverage available to you. Please tell us your situation when you call for an appointment so we can help make your health care affordable. • • • • • If you have private insurance, bring your insurance card to every visit. Your co-pay must be paid at the time of your appointment. If you have Medicaid, CHIP, Women's Medicaid, or Medicare, bring your card to every visit. If you don’t have Medicaid, CHIP, Medicare, insurance through the Affordable Care Act Marketplace, or private insurance, we’ll help you find out if you qualify. Qualification is based on family size and income level. If you don't qualify for insurance, you can apply to our sliding fee scale discount program. If you do not qualify for a sliding fee scale discount, you will be responsible for full payment at the time of service. Health Care Coverage If you don’t have health insurance, you may have new options through the Affordable Care Act Marketplace. Call and speak with one of Vecino’s Certified Application Counselors at 713-828-9675. Medicaid, CHIP, and CHIP Perinatal Eligibility Vecino offers a Medicaid and CHIP Eligibility Specialist on-site at Denver Harbor Family Clinic to help you find out if you are eligible for these programs. For more information call Karen A. Booker at 713-343-5505 (Spanish interpreter available). Sliding-Fee-Scale Discount If you are not eligible for Medicaid, CHIP, Medicare, insurance through the Affordable Care Act Marketplace, or private insurance, Vecino offers a sliding-fee-scale program. The discounts are made possible through grants and donations. To apply, you must provide all of the following documents that are applicable to you and the members of your household. For more information contact us at (713) 343-5461. 1. Two (2) forms of identification (ID) – one for you and another one for your spouse: • Identification (ID or DL) 19 • • • • • • • Passport with picture Alien Residence Card, Work Permit, or Certificate of Naturalization (Current or Expired) Identification issued by consulate Student ID with picture Social Security cards Birth certificate Marriage certificate Did you know? Preventing and managing stress can help lower your risk for serious health problems like heart disease, obesity, high blood pressure, and depression. 2. Income records: Provide proof of all income in the household. • Proof of income for the last 30 days consecutive. (If paid weekly: last 4 check stubs; biweekly: last 2 check stubs) • Wage Verification Form if paid in cash for the past 30 days (completed by your employer) • Wage form if unemployed with Social Security Number dated within the past 30 days (Texas Workforce) • Unemployment benefits award letter dated for the last 30 days (Texas Workforce) • Statement of Support Letter/Form (completed by the person that is supporting you) • Current Income Tax (For Self-Employment Only; all pages) • Self-Employment Form • Child Support Forms for the past 30 days (or printout) • Social Security Benefits Award Letter CURRENT YEAR (Disability, SSI, or Retirement) 3. Proof of Address: One of the following, including name and current address, dated within 60 days: • Utility Bill • Lease agreement/contract • Credit card statement • Residence Verification Form • Mortgage statement 4. Proof of Dependents, if appropriate: • Birth certificates for each child 5. Other, if appropriate: • Death Certificate Medicaid/ CHIP cards • • 20 Divorce Decree Uninsured Patients If you choose not to enroll in health care coverage options or don’t qualify, we will be pleased to provide care. However, you will be responsible for payment (cash, check, or credit card) at the time of service. Did you know? Everyone needs sleep! A good night’s sleep helps keep your mind and body healthy. Most adults need 7 to 8 hours of sleep each night. Prescriptions You are responsible for purchasing your prescriptions from a retail pharmacy, such as Walmart or Walgreens. Please note: Prescriptions written by Vecino doctors are not accepted at Harris Health pharmacies. While we work closely with the Harris Health System, Vecino Health Centers are not Harris Health Clinics. 21 Important Patient Policies Confidentiality/Privacy You have the right to talk privately with health care providers. Your health care information is protected. Vecino Health Centers will not share your records with others unless you direct us to do so, or unless the law requires us to do so. PLEASE READ OUR STATEMENT OF PRIVACY FOR FULL DETAILS Respect and Nondiscrimination You have a right to considerate, respectful and nondiscriminatory care from Vecino providers and staff. Complaints and Appeals/Grievance Policy You have the right to a fair and quick review of any complaint you have. If you have a concern or complaint, please contact your clinic and ask for the operations manager. Patient Dismissal Policy Vecino Health Centers’ providers are committed to providing high quality care in an environment that maintains the integrity and safety of our patients and staff. In order to do that, we need and expect your cooperation. Without it, it might be determined that you would be better served by another health care practice. A patient may be dismissed from Vecino if: • The patient’s general behavior in the health center, or with the provider, is disruptive. • The patient threatens or assaults any staff member, visitor or other patient. • The patient forges prescriptions or gets prescriptions under false pretenses. • The patient violates an agreed upon provider-patient care plan, or refuses to enter a care plan that is indicated for patient safety. • The patient misses multiple appointments and/or cancellations are in violation of your care plan. Generally, a patient will receive a warning and be notified before being dismissed from care. However, in the case of physical abuse, threatening behavior, violation of a provider-patient medication contract, or forgery, the dismissal may occur without warning. 22 Payment Please be advised that you are responsible for payment at the time of service. Understanding Health Care Information We understand that health care is complicated. We encourage you to ask questions when you do not understand information about your health. If you speak another language, have a physical or other disability, or just do not understand something, we will help you. Seeing Your Records You may see your record or get more information about it by making an appointment with our medical records department. You may ask that your health care provider change your medical record if it is not accurate, relevant, or complete. Vecino Health Centers uses an electronic medical record system that has a patient portal. This portal allows you to access much of your medical record, including visit summaries and lab results, from any computer. You can also request appointments and prescription refills through the portal. If you would like to use this system or need help with how to use it, please ask a staff member at the clinic. Getting a Copy of Your Records For a fee, you may have a copy of your medical record. Your Participation in Treatment Options You have the right to know your treatment options. We encourage you to participate in decisions about your care. If you cannot make your own decisions, parents, guardians, family members, or another individual that you designate can represent you. To make your wishes clear, Vecino recommends that you complete two important documents: • An Advance Directive A written statement that tells your medical providers and family how you want to be cared for if you cannot speak for yourself. • A Durable Power of Attorney A statement that authorizes the person you choose to make health care decisions for you, if you cannot. 23 Frequently Asked Questions Whether you’re an established patient or scheduling your first appointment, we welcome your questions. How do I make an appointment? Call us! (Appointments are not available online or through email.) • For medical and counseling appointments, call 713-6743326. • For dental appointments, call 713-343-5502. Did you know? If you are not going to be able to be at a scheduled appointment, please call us 24 hours in advance so we can make the time available to other patients. Call 713-674-3326 to cancel appointments. How much will it cost? It depends on your situation. We are not a free clinic, and our goal is to help you get and use the coverage available to you. • If you don’t have Medicaid, CHIP, Medicare, or other private insurance, we’ll help you find out if you qualify. • If you don't qualify for insurance, apply to our sliding fee scale discount program. Please tell us your situation when you call for an appointment so we can help make your health care affordable. What happens when I call for a same-day appointment? Vecino Health Centers runs an “Open Access” schedule. We have appointments reserved each day for patients who call that day. These appointments are available acute illness, as well as routine visits. Call early, the call center opens at 7:30 a.m. When will I need to pay for my care? You will be asked to make a payment at the time you receive care. What if I can’t make it to my appointment? If you are unable to keep your appointment, please call and cancel 24 hours in advance so we can give your appointment time to another patient. • To cancel a medical or counseling appointment, call 713-6743326. • To cancel a dental appointment, call 713-343-5502. 24 Can I bring my children or other family members with me? Our primary goal is to consistently provide high-quality treatment for our patients. Given our limited waiting room, examination, and parking space, we ask that you not bring your children or other family members with you for your appointment unless the appointment is for your child or other family member. If your situation requires that a child come along for your appointment, we require that another adult be available to supervise the child during your appointment. © 2014, Vecino Health Centers. All rights reserved. 25