Frequently Asked Questions
The following is a list of frequently asked questions that should be reviewed by all staff and referenced when questions arise. We are providing it so that everyone becomes more clear and consistent in our responses to patients about access and other questions about SCHC.
First and foremost, if a patient calls SCHC and says that they are having a life threatening emergency, tell them to call 911 or go to the nearest emergency room. For routine appointments, schedule as soon as available. For non-emergent symptoms of an illness or injury that is not a medical emergency connect the patient to a triage nurse (or consult a clinician in the event a triage nurse is not available) to assess the urgency of the appointment request.
FREQUENTLY ASKED QUESTIONS
What is a FQHC?
A FQHC is a Federally Qualified Health Center. FQHCs (or simply health centers) are mostly private, non-profit, or public organizations that receive federal grants from the Health Resources and Services Administration (HRSA) Bureau of Primary Health Care (BPHC) through Section 330 of the Public Health Service Act for the express purpose of caring for the medically underserved. SCHC’s mission is to provide quality health care services to the medically underserved populations of our community.
Are we accepting new patients at SCHC?
Yes, we have openings for new patients at our main site in Redding and some capacity at our satellite sites. Call the satellites and dental for availability. Patients should live in the Shasta County area. If they already have a family physician, dentist, nurse practitioner or physician assistant elsewhere, they need to stay with their own primary care clinician or transfer their total care to us. They are not allowed to have multiple primary care clinicians. We remain dedicated to our mission of comprehensive medical care for our patients. We are not accepting patients who are solely seeking pain management or psychiatric services as we are not a specialty pain & psychiatric clinic.
What if the clinician the patient wants to see has a full panel?
Generally, you would recommend another provider. However, there may be a reason to make the clinician aware of the request and seek their advice. For example, a clinician may make an exception for a family member of an existing patient.
What if a new patient lives in a nearby County?
Patients who live near the Shasta County border (e.g. Cottonwood) may establish at SCHC for primary care services, however, if they live closer to Red Bluff for instance, they should be deferred back to Tehama County medical resources. (Exceptions may be made on a case-by-case basis for those who live in other remote areas of northern California where medical resources may not be available or if there are special circumstances.)
Established and non-established patients may be referred to SCHC for specialty services if they are being referred by a physician or clinic in an underserved area, such as in Lassen, Modoc, Trinity and Tehama counties. For rheumatology services, (Dr. Peters and Reeder) the service area may be extended further south.
Do new patients have to give up their own doctor to use SCHC?
Yes, if they want to be a primary care patient which means that SCHC becomes their medical home. However, there are urgent care services at SCHC that are available to all members of the community.
How do patients access Urgent Care Services?
The Urgent Care Department is currently open Monday and Friday from 8 a.m. to 5 p.m. and Tuesday, Wednesday and Thursday 8 a.m. to 8 p.m. and Saturday 9 a.m. to 1 p.m. We will not turn anyone away who needs urgent care. SCHC Urgent Care serves patients who cannot see their regular primary care clinician, and minor injuries and illness that do not require long term follow up care. Service examples include, but are not limited to cold and flu symptoms, sprains and fractures, cuts and lacerations, eye injuries, rashes and burns, animal and insect bites, school, and sports and work physicals.
What if the patient has private insurance and they want to establish at SCHC.
Although we are contracted with just a few private plans we recommend that patients with private insurance seek care in the private medical sector of our community. Because we do not contract with many private insurance companies patients will find that their share of charges are often much higher with us than if they found a clinician on their PPO or HMO network elsewhere in the community.
How do patients make an appointment?
Patients should call the SCHC clinic closest to them for an appointment. They should plan to arrive at least 15 minutes before the scheduled appointment. Suggest that patients call for routine appointments with as much advance notice as possible. Although we generally have same-day appointments available, it is always best to call ahead so we know that they are coming in. Do not tell a patient to call back in the morning for a next day appointment. This only creates bottlenecks in our telephone system.
What happens if a patient is late for an appointment?
Tell patients that they should call us to let us know they are going to be late for an appointment. Because many patients are scheduled in a day, we are only able to wait a short time before the next patient is due to be seen by the clinician. If patients are more than 15 minutes late, we may need to ask them to reschedule. Please consult with the clinical team responsible for the patient before re-scheduling. Also check with the other clinicians in the department to see if they have time to see a late patient. If the problem is of an urgent care variety and you cannot accommodate them, you may call Urgent Care to ask them if they have time to see the patient that day.
What happens if a patient misses an appointment?
We should ask patients to make every effort to keep appointments and call the clinic as soon as they know they will not be able to keep the appointment so we can reschedule the visit and free up the appointment time for another patient. If you notice a repeated pattern of missed appointments by a patient who is scheduled to be seen that day you may wish to bring this up with the patient’s primary care clinician who may either modify his/her schedule and/or use the opportunity to speak with patient about previously missed appointments.
What happens if a family member of a non-English speaking patient wants to interpret during the visit?
It is in the best interest of patient care and our center policy to provide a professional medical interpreter to help with the communication during the patient visit. We have on-staff interpreters and Teleinterpreters available. For Spanish speaking patients, we have a number of providers who speak Spanish fluently. A patient may choose which ever method above that they prefer. Family members are not an appropriate interpreter.
What if a new patient has been referred to SCHC from the emergency room for follow-up?
Emergency room follow-ups are generally handled by our Urgent Care Department. However, if the patient is already established with a clinician at SCHC, the patient should follow-up with their primary care clinician when possible.
Can non-established patients come to SCHC to get x-rays, labs or prescriptions filled?
For radiology, laboratory and pharmacy services, patients need to consult with MDI, Quest and Lim’s Pharmacy to determine their policies as they are independent businesses not owned or operated by SCHC.
Does SCHC offer OB care or women’s healthcare?
SCHC offers routine gynecological care. We also offer “low-risk” OB care provided by a select number of our family physicians who limit the numbers of women they can take. In some cases we can provide pre-natal care up to approximately the end of the second trimester where we then have a formal relationship with area obstetricians who will follow the patient during their last trimester and provide delivery services at Mercy Medical Center. For others looking for OB care that we cannot provide, we can help transfer individuals to a local family practice clinician or obstetrician or Mercy Maternity Clinic for care.
Can non-established patients get their annual flu shot at SCHC?
Generally, no. Offer the patient the current Public Health Department Flu Shot Clinic schedule. However, if a clinician asks to have a non-established patient vaccinated, check them into NextGen EMR and follow the flu shot protocol. ($20.00 cost unless eligible for State vaccine.)
What if an established patient wants to change SCHC clinicians?
Send a request to the clinical director with the pertinent information and the CD will facilitate the change if it is possible.
Is SCHC a free clinic?
SCHC is not a free clinic. Federal law requires that patients without insurance are offered a sliding fee scale and are expected to pay their portion of the bill depending on their family income and family size. SCHC offers very flexible payment plans and will work with any patient in need of a friendly payment schedule. In some cases a fee may be waived upon the judgment and request of the clinician or triage nurse.
How much does it cost?
Fees can be as low as $25 at the time of service. Dental base rates are slightly higher because of the more expensive nature of that service. After that fee, services are billed based on a sliding fee scale. This scale is based on Federal Poverty guidelines which change annually. Basically, everything is based on the ability of the patient to pay (i.e. income and family size).
Do patients have to pay at the time of service or will we bill?
If patients are unable to pay at the time of service, they will be billed. For patients who are not sliding fee eligible but are uninsured or who have a large deductible, we do offer a 50% discount on charges if they pay at the time of service (medical only, not available for dental services). If they do not pay at time of service, normal (i.e. non-discounted) charges will apply and be expected to be paid.
Co-Payments for Patients with Straight Medicare: Patients who have straight Medicare, including those with secondary private coverage (but not those who are considered Medicare-Medi-Cal eligible or Medi-Medi) are required to a pay a 20% co-payment for services rendered at SCHC. This is a federal Medicare regulation, not a choice by SCHC. However, we can offer a discount on this co-payment if the Medicare patient pays a flat $5 at time of service. If the Medicare patient does not pay their flat $5 for the visit, they will be billed the 20% co-payment amount which in most cases will be significantly more than $5. Whenever possible, Medicare patients should be encouraged to pay the upfront $5 fee.
Medicare and non-SCHC services and Co-Pays: For services rendered by our partner laboratories and other ancillary health providers; they will apply the Medicare rules in accordance with their requirements. For example, radiology services are provided by MD Imaging. MD Imaging provides Medicare and other private insured patients including those who are uninsured a discount if the patient is income eligible and it is documented.
What if the patient has modest income, private insurance and a high share of cost? Can they establish at SCHC?
Low income, insurance patients with high share of cost may qualify for sliding fee if they are income eligible according to our financial guidelines.
What insurance programs do we accept?
We accept Medi-Cal, Medicare, CMSP, Healthy Families and some private insurance plans; Blue Cross, Blue Shield and Principal. Because we do not contract with other private insurance companies patients will find that their share of charges are often much higher with us than if they found a clinician on their PPO or HMO network elsewhere in the community.
What do I tell patients who have an emergency or need care after hours?
Tell them to call 911 immediately if they are having a life-threatening emergency. Do not call us first. They should follow-up with SCHC their clinician as soon as they can. For non-life threatening urgent medical or dental care after hours and on weekends, patients should call the centers’ after hour call system and receive a call back from one of the clinicians. By calling the main center (246-5710) after hours patients will get a message to call our answering service who will then contact the clinician on-call.
What is a Nurse Practitioner?
Nurse practitioners are registered nurses who have completed specific advanced nursing education in a specialty, and training in the diagnosis and management of common medical conditions in a specialty. Nurse practitioners provide a broad range of health care services.
What is a Physicians Assistant?
Physician assistants are health care professionals licensed to practice medicine with physician supervision. Within the physician-PA relationship, physician assistants exercise autonomy in medical decision making and provide a broad range of diagnostic and therapeutic services.