House Calls_9x12_Welcome Pack_v4

1. House Calls Program
Advanced Illness Management
Welcome Packet
[phone]
Press 1 for Emergency and Urgent Care
24 hours a day, 7 days a week

2. Welcome to the Northwell Health House Calls Program House Calls Program
Advanced Illness Management
We offer quality and attentive health care
in the comfort of your own home.

Our program provides medical services
to meet the health care needs of those
who have difficulty getting to the doctor’s
office.
Our team of doctors, nurse practitioners,
nurse care managers, social work care
managers, and medical coordinators
can help you manage your medical
condition(s), assist with home care
services, order medical equipment,
access community resources, renew
prescriptions, and perform laboratory
tests, X-rays, and ultrasounds in your
home.
We are here to help. Call us at
[phone].
Please complete and submit all forms
included in this packet to successfully
enroll in our program.
Providing Medical Care to
Homebound Patients

3. Phone System Navigation
Our Clinical Call Center nurses and on-call provider are
available by phone 24 hours/7 days a week to handle
your emergency and urgent care needs.
Call us at [phone].
How the Program Works
Our patients have access to a variety of medical
professionals through the House Calls Care Team–a
group made up of doctors, nurse practitioners,
registered nurses, social workers, and medical
coordinators. Care Team members work together to
ensure our patients reach and maintain their best
level of health.
‐‐Doctors and nurse practitioners provide you the
routine and preventive care you need
‐‐Our Clinical Call Center nurses and on-call providers
are available by phone 24 hours/7 days a week to
handle your emergency and urgent care needs
‐‐Social work care managers provide counseling and can
help you find available community resources
‐‐Nurse care managers are available to answer your
questions and assist you in managing your health
‐‐If you need laboratory tests, X-rays, or ultrasounds, we
can help provide those in your home
Medicare and some private health insurance plans
cover part or all of these services.
What to Expect
A care team member will contact you to schedule an
appointment to meet with you and your family.
During the first home visit, the doctor or nurse
practitioner will perform a medical exam and develop
an individual plan of care.
Appointments
Most visits occur between 9:00 am and 5:00 pm,
Monday through Friday.
During the weekend, evening, and holidays you can
contact our Clinical Call Center nurses and on-call
providers for urgent medical issues or emergencies by
calling [phone] and Pressing 1.
Community Paramedicine
Our members benefit from the services of Northwell
Health’s Center for Emergency Medical Services
(CEMS) Community Paramedicine Program. Through
Community Paramedicine, paramedics with the
highest level of critical care training can be dispatched
to your home to assess your symptoms and provide
treatment at the direction of a House Calls provider.

To access the Community Paramedicine service please
call [phone] and Press 1. We may be able to
help you avoid a visit to the Emergency Department.
We can transport you to the nearest Northwell Health
hospital for treatment, if necessary.
We’re here to help! Call us at
[phone].
The doctor
will see you
now–in
your home
Press 1 for Emergency and Urgent Care Needs
24 hours/7 days a week, including holidays
--Connect to the on-call House Calls provider
--Speak to a registered nurse
--Discuss medical symptoms
--Get in-home urgent care by Community
Paramedicine
--Evaluate your need for an urgent visit
--Ambulance transport(if necessary or as requested)
Press 2 to Reach A House Calls Provider
Monday - Friday, 9:00 am - 4:30 pm
‐‐Discuss medical symptoms
‐‐Evaluate your need for an urgent visit
Press 3 for Prescription Needs
24 hours/7 days a week, including holidays
‐‐Renew your prescription(s)
‐‐You will need to provide us with your first name,
last name, date of birth, name of medicine, and
pharmacy name
‐‐Renewal requests are processed by the end of the
next business day
‐‐Please contact your pharmacy to find out when your
prescription will be ready
Press 4 to Speak to Your Medical Coordinator
Monday - Friday, 9:00 am - 4:30 pm
‐‐Schedule appointments
‐‐Connect to the care managers
‐‐Get help ordering medical supplies
Press 5 for New Patient Referrals & Enrollment
Press 6 to Reach the Billing Department
Nights, Weekends, & Holidays
Voicemail Option
For non-urgent messages, call us at [phone]
and remain on the line to leave your message. We will
return your call during the next business day.
To ensure your safety, please do not text, email or call
your provider directly unless requested, as they may
not be able to respond. Instead, call us at
[phone].

4. Frequently Asked Questions
What should I do if I have an
emergency?
Call our office at [phone] and
Press 1. A Clinical Call Center nurse
will connect you with the on-call
provider. We offer in-home urgent
care through the Community
Paramedicine Program, and can
send an ambulance when necessary
or requested.
Can I continue to see my primary
care doctor?
If you are covered by Healthfirst
insurance, we are authorized to
co-manage your health care in
partnership with your primary
care doctor. We encourage you to
list your House Calls provider as
your primary care doctor. For all
other insurance types, including
fee-for-service Medicare, patients
are required to list their House
Calls provider as their primary care
doctor to maintain coverage for
medical care services.
Will I get a bill?
For patients covered by fee-for-
service Medicare, 80% of our
services will be paid by Medicare;
the remaining 20% may be covered
by Medicaid or other insurance
plans—excluding co-pays and
deductibles, or may result in a bill
for co-pay. You may be charged
the standard 20% co-pay for
monthly Chronic Care Management
(CCM) Services when applicable.
Healthfirst patients will not receive
a bill. Please refer any questions
regarding your insurance coverage
to our billing department at
[phone] and Press 6.
How can I get my prescription(s)
renewed?
Prescriptions are renewed during
regularly scheduled visits. If you
need to have your prescription(s)
renewed before your next visit,
please call the office at
[phone] and Press 3 to leave
a message on our prescription
mailbox. Please leave your name,
date of birth and the name of the
prescription(s) to be renewed. Your
prescription(s) will be renewed
by the end of the next business
day. Please follow-up with your
pharmacy to see when the
prescription(s) will be ready for pick-
up or delivery. We request that you
call at least five days before your
last dose.
What if I am admitted to the
hospital?
Upon arrival, please inform the
hospital staff that you are a
House Calls patient. Call our office
immediately at [phone]
and provide the name and phone
number(s) of the doctor(s) caring for
you at the hospital. A House Calls
provider will contact the doctor(s)
to help ensure you return home as
soon as possible.
A House Calls care manager may
visit you in the hospital to assist
with your discharge. Call us when
you know you will be discharged.
We would like to schedule a home
visit within 2 days of discharge.
What if I need more help at home?
A benefit of being a patient in the
House Calls Program is our ability
to help you coordinate services
outside of our program. We can
help you arrange for wound care, in-
home aides, palliative care, hospice
care, community services, and
more. Please speak with your House
Calls provider, or call [phone]
to request support from our Care
Management Department.
How can care management help
me?
We offer care management
services to our patients and their
families, which include a complete
assessment of your health care
goals and needs, performed by care
managers either in-person or by
phone.
What is Independence at Home?
The Centers for Medicare and
Medicaid Services (CMS) supports
projects to test innovative care
models. The Northwell Health
House Calls Program was selected
in 2012 to participate in a project
called “Independence at Home.”
This project does not affect your
Medicare benefits and the House
Calls Program will continue to give
you the same high-quality care as
always. Included in this Welcome
Packet is a letter that your House
Calls provider will review with you,
if applicable.
What is the FollowMyHealth
patient portal?
FollowMyHealth is a free,
convenient and secure online
health management tool. With
FollowMyHealth you can message
your doctor for non-urgent matters;
contact the House Calls office;
view a variety of lab results; see
your prescription(s); access your
care plan; and review discharge
instructions after a hospital stay.
If you are a health care proxy who
cares for an adult who has impaired
decision-making abilities, you can
ask the patient’s care manager to
assist you in obtaining access to
FollowMyHealth. Also, you can fill
out and submit the enclosed Proxy
Request and Authorization Form.
To sign-up, visit:
https://northwellhealth.
followmyhealth.com/Login#/Index
See the flyer in this Welcome Packet
for more information.
Notes

5. To donate to the House Calls
Program, visit
https://support.northwell.edu/aim,
or call [phone] to receive a
gift form by mail.
House Calls Program
Advanced Illness Management
1983 Marcus Avenue, Suite C102
New Hyde Park, New York 11042
Phone: [phone]
Fax: [phone]