SFHC Shadyside Family Health Center (SFHC) Visitors Guide Contents 1. Your Visit to the Clinic: “What do you expect when you see your doctor?” 2. Basic Information about SFHC 3. A List of Japanese-Speaking Doctors Working at SFHC; as of March 2011. Chapter 1. Your Visit to the Clinic: “What do you expect when you see your doctor?” Introduction There are several differences between visiting a medical clinic in the U.S. and visiting one in Japan. This guide is designed to educate you about your visit to our clinic so that you know what to expect and can better prepare. We believe that this book will be helpful not only for patients who are visiting our clinic but also for patients who are visiting any clinic in the U.S. Step 1 Before You Come to the Clinic • Do you have your insurance card? If you don’t have an insurance card because you just purchased your insurance, you need to know your insurance ID number and group number as well as the subscriber’s name (the person who actually purchased the insurance.). • We recommend that you bring a pen or pencil in case you want to take notes. • You might experience a long wait (as long as 1 hour). Therefore, we recommend you bring a book or a magazine to read while you are waiting. If you bring children with you, you might want to bring some snacks or diapers with you. • We recommend that you arrive fifteen minutes before your actual appointment. Please leave your house early. • Please follow your doctor’s instructions regarding your visit (e.g. Last visit, your doctor advised you to come to the office fasting because the doctor wants to order blood tests for blood sugar and cholesterol.) • We also recommend that you bring your copy of this guidebook with you. Shadyside Family Health Center (SFHC) 受診ガイドブック 受診ガイドブック 受診ガイドブック 受診ガイドブック 目次 第1章 クリニック受診の流れ 第2章 Shadyside Family Health Center の基本情報 第3章 当クリニックで日本語を話す医師のリスト(2011 年 3 月現在) 第1章 クリニック受診の流れ はじめに はじめに はじめに はじめに アメリカのクリニック受診と日本の病院もしくはクリニック受診ではいろい ろな意味で大きな違いがあります。事前にこのガイドブックを読んでいただ くことで、受診日当日にどのようなことが起こるかが予測できるのではと思 います。当院を受診される方だけでなく、アメリカのどのクリニックを受診 する際にも役立つと思いますので、ぜひ皆様にご利用していただければと思 います。 ステップ1 ステップ1 ステップ1 ステップ1 クリニックへ来られる前に クリニックへ来られる前に クリニックへ来られる前に クリニックへ来られる前に • 保険カードをお持ちですか?もし、入ったばかりでカードが届いて ない場合、保険の ID 番号、グループ番号を控えておいてください。 そして保険購入者の名前も聞かれます。(実際に保険を購入した人 の名前です。) • 念のため筆記用具を持参していただくことをお勧めいたします。メ モをとったり、スタッフに言いたいことを紙に書いて表現するため に使用します。 • 状況により待ち時間が長くなる場合がありますので、本や雑誌を持 って来られることをお勧めします。また、お子様を連れて来られる 場合は、スナック、紙おむつなどを持って来られることをお勧めし ます。 • 予約時間の 15 分前に来院できるように勧められています。時間に ゆとりを持って出発してください。 • 医学的に必要な準備。(血糖もしくはコレステロールを測るため、 朝食抜きなどあらかじめ PCP より指定されている場合。 ) • このガイドブックをプリントして持ってきてください。
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SFHC Shadyside Family Health Center (SFHC) Visitors Guide Contents
1. Your Visit to the Clinic: “What do you expect when you see your doctor?” 2. Basic Information about SFHC 3. A List of Japanese-Speaking Doctors Working at SFHC; as of March 2011.
Chapter 1. Your Visit to the Clinic: “What do you expect when you
see your doctor?” Introduction There are several differences between visiting a medical clinic in the U.S. and visiting one in Japan. This guide is designed to educate you about your visit to our clinic so that you know what to expect and can better prepare. We believe that this book will be helpful not only for patients who are visiting our clinic but also for patients who are visiting any clinic in the U.S.
Step 1 Before You Come to the Clinic
• Do you have your insurance card? If you don’t have an insurance card because you just purchased your insurance, you need to know your insurance ID number and group number as well as the subscriber’s name (the person who actually purchased the insurance.).
• We recommend that you bring a pen or pencil in case you want to take notes.
• You might experience a long wait (as long as 1 hour). Therefore, we recommend you bring a book or a magazine to read while you are waiting. If you bring children with you, you might want to bring some snacks or diapers with you.
• We recommend that you arrive fifteen minutes before your actual appointment. Please leave your house early.
• Please follow your doctor’s instructions regarding your visit (e.g. Last visit, your doctor advised you to come to the office fasting because the doctor wants to order blood tests for blood sugar and cholesterol.)
• We also recommend that you bring your copy of this guidebook with you.
Shadyside Family Health Center (SFHC) 受診ガイドブック受診ガイドブック受診ガイドブック受診ガイドブック
Parking is located next to Shadyside Family Health Center (SFHC) between Urgent Care and SFHC. Please do not park your car in the parking lot of Shadyside Hospital across from SFHC. When you drive into the parking lot, you will push the button to open the gate and take a parking ticket. You will need to exchange this parking ticket with a token that will allow you to exit the parking lot. You can receive token at the front desk, registration or from the nurse in the phlebotomy room. <Entering the Clinic>
Our clinic is located on the second floor of the building. There are two entrance doors. Both doors will lead you to the front-desk. (Please see the picture). If you need to use the elevator or automatic doors, please use the entrance on the lower level. If you use this entrance, please turn left. The elevator is at the end of the hallway. Take the elevator to the second floor. Step 3 In the Clinic <Front Desk>
When you arrive at the waiting area, you will check in with the front-desk staff. The staff will ask for the basic information below; please prepare for their questions. If necessary, please utilize our “ Appointment Request Card”. If this is your first visit: � Your health insurance company and its type of plan - You can just show
them your insurance card. If your health plan is an HMO or Medicaid, you will be asked for the name of your designated Primary Care Doctor
(PCP) on the insurance。If the doctor does not work in our office and
you still want to see a physician in our clinic, the staff will ask you to change the designated PCP to one of our doctors by contacting the insurance company. If you have a PPO or indemnity plan, you should be able to see any physician without restriction. (Please check with your insurer in advance.)
� Name – This is very important. Make sure that the front desk staff spells your name properly. Just as many Japanese have trouble with the spelling of American names, many Americans struggle with the romanized spelling of Japanese names.
� DOB (Date of Birth) – You can say, “May 23rd 1970”. But the easier way would be to say “five – twenty third – seventy”. This way works well.
ステップ2ステップ2ステップ2ステップ2 クリニックへクリニックへクリニックへクリニックへ
<駐車場駐車場駐車場駐車場>
Shadyside Family Health Center のすぐ隣の駐車場です。Urgent Care と
Family Health Center の間にあります。Shadyside 病院側ではありませんので
� DOB (Date of Birth) – 誕生日を言う際に May 23th 1970 と言ってもい
いですが、5/23/70(ファイブ、トゥエンティー、セブンティー)
と言っても通じます。
� Address – You will be asked for your full address and zip code. � Emergency contacts - home phone # and cell # � Appointment time – If you have an appointment. � If you come to the clinic without an appointment, in addition to the
information above, the staff will ask if you want to see a physician for a “Sick visit”. A “Sick visit” is a type of visit where a patient has a medical issue that requires a doctor’s urgent attention. If you ask the staff for a “Sick visit ” appointment, they will try to schedule you with a physician who has an opening. (They usually try to find openings in Japanese doctors’ schedules first.) If all slots are full, they will advise you to go to the Urgent Care Clinic located next-door.
� If your visit is not a “Sick visit”, the staff will ask when and who you want to see in the clinic. You do not need to stick with the designated PCP on your insurance plan. You can choose any physician working at our clinic. If you have any concern about making appointments in English face-to-face with the front desk staff, please use the Appointment Request Card.
� (Optional) SSN (Social Security Number) – They might ask your SSN. If you do not have an SSN, you can just say, “I do not have a Social Security Number.”
If this is not you first visit, you will be asked for:
� Name � DOB (Date of Birth) � Appointment time if you have an appointment. If not,
they will ask if this is a “Sick visit ” or not. If you scheduled your appointment online with HealthTrak, you will be asked for:
� Name � Appointment time
− Front desk staff will enter your information in the computer. After they confirm your appointment or schedule your “Sick visit”, they will ask you to wait in the waiting area until you are called. You will wait until the registration staff call you to the registration area.
− There are magazines and books in the waiting area but all of them are written in English.
− We have a kids-space next to the waiting area. In this area, toys and children’s books are available. Please use the space if you bring your children. You can bring a few books or small toys from the kids-space into the examination room, but you must return them.
− There is a restroom in the kids-space area for patients. If you want to use it, please ask the front desk staff for the key. There are also two restrooms available in the examination area.
Registration is next to the front desk and is just behind the corner.
(Picture)。During registration, you will sit down and talk to the staff face-to-
face. This is very different from the system in Japan, and this guide will endeavor to explain the process in as much detail as possible. Registration will cover the three items below:
• They will ask you for basic and more detailed information.
• They will hand you a few pamphlets and documents.
• You will be asked for your signature on a few documents.
a) Asking your information – They will ask the information below:
− If this is your first visit, you will be asked for the following: � Address � Designated PCP on your insurance plan. If the doctor does not
work in our office and you still want to see a physician in our clinic, the staff will ask you to change the designated PCP to one of our doctors by contacting the insurance company. (They will give you a small piece of paper.)
� Phone number (home、cell、work)
� Emergency contact’s phone number � Language – native language � Marital status � Race – If you answer “Asian”, the staff will ask if you are Japanese
or Chinese. � Insurance ID number, Group number and your insurance
subscriber’s name. � Payment method for copay – The staff will ask how you want to pay.
The options are with cash, with a check or with a credit card (charge).
− If this is not your first visit, you will be asked for the following:
� Address
� Phone number (home、cell、work)
� Designated PCP on your insurance plan � Payment method for copay – The options are with a
check, with a credit card (charge) or with cash. � (Optional) Insurance ID number, Group number and
b) Materials (pamphlets and documents) – Most materials are given only to new patients.
� Patient information/demographic sheet
After the registration staff finishes all of their procedures, they will hand you this sheet. The sheet lists your basic information and the staff will ask you to review it for errors. Please report any mistakes to the registration staff. This sheet will go into the bin (Picture 1) next to the “Flow area”.
� Receipt (requires your signature) If you pay with a credit card, the staff will ask you to sign the receipt. And they will give you the copy of the receipt. The staff advises patients to keep this copy for at least two months in case that you are incorrectly charged for this visit in the future.
� Annual questionnaires (Green sheet) The questionnaire will ask you about your past medical history, life style habits etc. You will also be asked questions to screen for depression. You will fill out this form while you are waiting in the “Flow area” (Picture 2) or examination room. If you are a new patient, you will complete a different sheet (White sheet).
(写真 1/ Picture 1)
c) 渡される資料 –ほとんどが新規の患者様用の資料です。
� Patient information/demographic sheet
レジストレーションすべての説明が終わった後に渡されます。
この中の情報(名前、住所、電話番号等)が正しいかどうかを
チェックしてください。そして、この紙は次の Flow の隣にある
壁に備え付けられた容器 (bin)に入れることになります。(写真
1)
� Receipt (サイン必要)
クレジットカードで支払う際、オリジナルに sign。患者用コピ
ーを手渡されます。間違った請求をされる場合に備えて”Billing
sheet”(領収書)は最低2ヶ月間保管することを勧められます。
� Annual questionnaires (1 年に1回行われる患者様問診票、緑色)
病歴や生活歴等を聞かれます。鬱病のスクリーニングの質問に
も答えます。Flow(写真 2)もしくは診察室で待っている間に
記入する。初めての受診の場合は 白色の問診票に記入すること
になります。
(写真 2/ Picture 2)
Materials for new patients � A handout of HIPPA
This documents mainly discusses that we have an obligation to protect patient privacy.
� UPMC consent for treatment, payment and health care options (Requires your signature) This form indicates that you allow UPMC to treat you and that you agree to the terms of payment. You are asked to sign the form to grant consent.
� A handout regarding Medical Decisions in Advance You will also receive a handout explaining advance directives (e.g. living will, power of attorney) If you do not have a POA or other advanced directives, the registration staff will tell you how to use the form in the handouts and advise you to take the form to an attorney or notary public.
� Advance directive record form (Yellow sheet). (Requires a signature) This is the form that asks you if you have advance directives. After you check the box of the options, sign the form.
� New patent questionnaire (white sheet) This questionnaire will ask you about your past medical history and lift style habits etc. You will be also asked questions to screen for depression. You will fill out this form while you are waiting in the “Flow area” or examination room.
� Personal Representative Designation Form (For minor patients)
Other materials (You could receive the following forms, depending on the purpose of your visit.) � OB Questionnaires (For prenatal visit. Pink color.)
Screening questionnaires for prenatal care. You will be asked screening questions for depression and domestic violence.
� EPSDT screening form/ Advance Beneficiary Notice of Non-coverage. (For a patient with Medicaid insurance.)
d) Documents you are asked to sign � UPMC consent for treatment, payment and health care options � Advance directive record form � Receipt
o 新規患者様用資料
� A handout of HIPPA
個人情報保守義務についての内容。
� UPMC consent for treatment, payment and health care options (サ
イン必要。)
このクリニックで治療していいということに同意して sign をす
る form。
� A handout of Medical Decisions in Advance
Living will(リビングウィル), Power of attorney(意思決定の委任)
などの Advanced directive についての資料。
� Advance directive record form (黄色い用紙). (サイン必要。)
Advanced directive があるかどうかをこたえる form。 “Yes”また
は“No”のところに check をして sign をする。
もし POA や Advanced directive がない場合、どのように取るか
の説明を受ける。渡されたパンフレットの中にその用紙がある
のでそれに記入して弁護士か Notary public に持っていくことを
勧められる。Notary public の方が安いと言われた。
� New patent questionnaire (新規の患者様に渡される白色の問診票
)
病歴や生活歴と生活習慣や鬱病のスクリーニング の内容を聞か
れる。Flow (写真)もしくは診察室 (写真)で待っている間に記入
する。
� Personal Representative Designation Form (For minor patients)
18 歳未満の患者様(いわゆる minor patients)の場合に使用す
る form。
o その他受診のタイプによって渡される用紙
� OB Questionnaires (妊婦検診の患者様のみ、ピンク色)
妊婦検診に必要なスクリーニングの内容(家庭内暴力や鬱病)
について聞かれる。
� EPSDT screening form/ Advance Beneficiary Notice of Non-
coverage. (Medicaid の患者様用)
e) サインが必要な資料。すでに上述しましたが、受診のタイプや支払
い方法によって 2 つもしくは 3 つあります。
� UPMC consent for treatment, payment and health care options
� Advance directive record form (新規患者様のみ、黄色)
� Receipt (Billing sheet)
About Copay You can find your copayment amount on your insurance card. For
UPMC health plans (picture), note that ”Office Visits $5/20” is written at the
bottom of the card. The amount of your copay varies based on your health insurance plan. $5(the lower fee) is the copay for annual physical and annual gynecological exams. If you visit the office for a “Sick visit”, you will pay $20. If you visit for both, $20 (the higher fee) will be applied. Upon completing the registration procedures, the registration staff will give you a payment receipt and patient demographic sheet described above, then the staff will buzz you in at the door next to the registration area. (Picture) <Flow Area>
When you pass through the door, you will find the area where a nursing assistant will measure your weight and blood pressure. This area is called “flow” by staff. (Picture)
Before you go in the area, you will drop off the ” patient demographic sheet” in the bin near this area. (Picture) The bin is located on the left wall just beyond the “flow” area. A nursing assistant will take your blood pressure and weigh you. You might need to wait in one of the chairs next to the “flow”. A nursing assistant will do the following:
− If this is your first visit, they will measure the following:
• Blood pressure with a blood pressure machine
• Body temperature (The nursing assistant will check orally.)
• Body weight(The nursing assistant will not ask you to take off
shoes. )
• If you are an adult patient, they may not scale your height and just ask you how tall you are in feet and/or inches. Therefore, it is good for you to know your height in feet and inches.
− If this is not your first visit, a nursing assistant will measure the following:
• Blood pressure
• Body temperature
• Body weight
− If you are visiting for Well Child Visit for your children, she will hand you the following:
• PEDS FORM – screening form for well child visit. (With each Well Child Visit)
• MCHAT questionnaire -- Screening form for autism. (Only when child is 18months old or 2 years old.)
A nursing assistant will type your information in the electronic chart and ask you to sit in one of the chairs next to the “flow” and wait for a nurse who will take you to the examination room. While waiting, please fill out questionnaires or screening sheets. If there are not many patients, you may not have enough time to complete everything while you wait. A nurse will take you to the examination room.
*Please let the nursing assistant know if you decide to wait in the kids-space
area. The nurse will come to tell you when they are ready for you. <Examination Room>
A nurse will ask you for the following information and record it in the electronic chart.
1.The reasons of your visit
2.Brief history of illness – They usually only ask symptoms and duration.
3.Allergies
4.Pain scale related to your symptoms. They will ask you to rate your pain
from 1 to 10, where 1 is least severe and 10 is most severe.
5.Prescriptions that you want to have refilled on this visit
6.The pharmacy that you usually use (Your doctor will prescribe medicine
through electronic chart and you will pick up the medicine at this pharmacy.)
7.Depression screening questionnaire. You will answer two questions for
depression screening. You will answer “Yes” or “No“. Even if you answered the same questions on the questionnaire form, you might be asked again.
After the nurse leaves, you will wait for your doctor. Please fill out the forms while waiting. After your doctor finishes the examination, s/he will hand you a document called “After Visit Summary”. In this document, you will find the following information:
1.Visit Information – The name of the doctor who saw you at this visit
2.Vitals – Your blood pressure and body weight etc.
3.Visit Diagnosis -- This diagnosis can be presumptive or be used for
insurance billing purposes.
4.Visit Disposition -- Recommended next visit date
5.Outpatient Medication List -- Your regular medications (If not updated,
please let your doctor know and ask him/her to update the lists.
6.Medication Ordered This Encounter – Medicine prescribed on this visit
and the pharmacy where the medicine is available
7.Orders – Orders such as blood tests and referrals to specialists
看護助手がそれを電子カルテに記入し、近くにある椅子で看護師が迎えにく
るのを待つ。その間に問診票や質問表を記入しまる。すいている場合はその
暇がない場合があります。
そして看護師が迎えにきてくれて、診察室(exam room)に誘導される。
*もし、お子様を同伴していてキッズスペースで待ちたい場合は看護助手に
知らせてください。その場合、担当の看護師がキッズスペースに迎えにきま
す。
<Examination Room(診察室診察室診察室診察室)>
看護師が以下のことを問診し電子カルテに記入する。
1.受診の理由、主訴 – どのような症状、理由で来たのか
2.簡単な病歴 – 症状の期間くらいしか聞かれない。
3.アレルギー、
4.症状に関連した痛み。10 段階で聞かれます。10 が最大。
5.何か薬の refill (再処方)が本日必要か?
6.普段使っている薬局。(電子カルテを通して薬を直接処方すると
きに必要です。)
7.鬱病のスクリーニングの 2 つの質問を聞かれて“はい”もしく
は“いいえ”で答えます。問診票で既に答えていたとしても、聞か
れる場合があります。
その後、医師が来るのを待ちます。その間に問診票や質問表を記入してくだ
さい。
医師の診察後、医師より After Visit Summary という紙を渡されます。その
中には主に以下のことが記載されています。
1.Visit Information その日に診察した医師の名前。
2.Vitals 患者様の血圧、体重等。
3.Visit Diagnosis 本日診察されたときの(推定)病名、保険上の
病名。
4.Visit Disposition 推奨される次回の受診日程。
5.Outpatient Medication List 患者様の定期薬。(もし、情報が古
い場合は医師に知らせて更新してもらってください。)
6.Medication Ordered This Encounter 本日処方された薬とその薬局。
7.Orders その日に出された血液検査等のオーダーや専門科医への
紹介。
<After the encounter>
Once you exit the exam room, you will go back the way you came to the waiting area. If you want to make an appointment for the next visit You will go back to the front desk again and show the staff the ”After visit summary”. The staff will check the recommended date of the next visit in the summary and will give you the date and time. Confirm your availability and if you want to change your appointment, ask the receptionist to schedule you at a different time. If the recommended date is more than one month ahead, our office schedule may not be available and you may not be able to schedule your next appointment on this visit. If you need to see a specialist referred by your doctor Talk to the front desk staff to ask for the specialist’s contact number if your doctor does not give you the number. If you need to have a blood test done The phlebotomy area is located across from registration. You can drop the “After visit summary” in the bin on the door, and wait in the waiting area. The nurse will call you when it is your turn. (Picture) If you used parking You will ask the front desk staff or the nurse in the phlebotomy area for a token to exit the parking lot by showing your parking ticket.
Chapter 2. Basic Information about SFHC
UPMC Shadyside Family Health Center 5215 Centre Ave.MPittsburgh, PA 15232
TEL 412-623-2287
*Please contact us for holiday schedule.
<After the encounter (医師の診察後医師の診察後医師の診察後医師の診察後)>
診察室からでたら、診察室に入ったときの順路を逆に戻るようなルート(測
定エリアを通りブザーで入ってきたドアから出ます。)で待ち合いへ出ます。
次回の受診予約をしたい方
受付窓口にならび、診察した医師が渡した”After visit summary”を受付スタ
ッフに渡します。受付スタッフが医師より推奨された次回診察日に準じて予
約を行ないます。予約日が都合の悪い場合、スタッフにその旨を伝えてくだ
さい。推奨された次回診察日が1ヶ月以上先の場合は勤務表が出ていない場
合があるので、その日に予約できない可能性があります。
専門科受診が必要な方
紹介先の専門科の電話番号を診察医師からもらってない場合は受付スタッフ
に聞く。
血液検査が必要な方
血液検査がある場合は血液検査用の部屋がレジストレーションの向かい
(写真)にあるのでそのドアに備え付けられた容器(bin)に”After visit
summary”をいれて待ち合いで呼ばれるまで待つ。
駐車場を使用された方
駐車場から出るコイン(token)が必要な場合は受付のスタッフもしくは採血
をする看護師からもらう。
第2章 Shadyside Family Health Center の基本情報
UPMC Shadyside Family Health Center
住所 5215 Centre Ave. Pittsburgh, PA 15232
電話 412-623-2287
診察時間 開院時間 閉院時間
月曜日 8:30 19:00
火曜日 8:30 19:00
水曜日 8:30 17:00
木曜日 8:30 19:00
金曜日 9:00 17:00
土曜日、日曜日 休診 休診
*祝日のスケジュールに関してはクリニックに問い合わせてください。
Hours Open Close
Monday 8:30 19:00
Tuesday 8:30 19:00
Wednesday 8:30 17:00
Thursday 8:30 19:00
Friday 9:00 17:00
Saturday, Sunday Closed Closed
Chapter 3. A List of Japanese-Speaking Doctors Working at SFHC As of March 2011