Patient Guide

  • Emergency and After Hours Procedures

    In any emergency, dial 911

    With all the planning possible, it is very likely that at some point, you or a family member will get sick or injured when the clinic is closed. It is good to be prepared before that happens. SMC has a 24-hour a day nurse triage service to handle those situations.

    Should you need to speak with a medical provider please call SMC’s main line at (530) 474-3390. You will receive triage for your medical problem and if necessary they will contact their provider who will take care of you. The triage service sends SMC a daily report of all after-hours calls so we can follow-up with you.

  • Patient Guide Introduction

    The health care providers and staff at Shingletown Medical Center (SMC ) welcome you to our practice. We hold high the standard of medical and behavioral health care we deliver. We are dedicated to your primary needs as a patient and will advocate for and connect you with the specialty care you may require. Our goal is to treat the members of our community with hometown comfort and big city competence. We have created this handbook to address the various questions that may come up during our partnership in your medical and behavioral health needs.

    Our clinic is a fully integrated clinic, which means that our physical and mental health providers work together to provide you with the best care possible.

  • Patient Rights

    • You have the right to privacy and confidentiality of both your office visits and medical records, within the limits of the law.
    • You have the right to view your medical records and have them explained to you.
    • You have the right to adequate education and counseling regarding your medical condition.
    • You have the right to have all procedures, risks, benefits and alternatives explained and your questions answered in plain language.
    • You have the right to have medication benefits and possible side effects explained to you.
    • You have the right to see your test results and have them explained to you.
    • You have the right to get the names, qualifications and titles of the professionals providing your care.
    • You have the right to participate in decisions made about treatments, medications, procedures and surgery.
    • You have the right to refuse treatment to the extent permitted by law and the right to receive information on options and results of refusing treatment.
    • You have the right to have fees explained to you.
    • You have the right to decide whether or not to participate in clinical research studies.
  • Notice of Privacy Practices

    When it comes to your health information, you have certain rights.

    You have the right to:

    • Get a copy of your medical record
    • Correct your medical record
    • Request confidential communication
    • Ask us to limit the information we share
    • Get a list of those with whom we’ve shared your information
    • Get a copy of this complete detailed privacy notice
    • Choose someone to act for you in your medical care
    • File a complaint if you believe your privacy rights have been violated

    For certain health information, you have choices in the way we use and share your information:

    • In these cases, you have both the right and choice to tell us who to share with
    • In certain cases we never share your information unless you give us written information
    • We can contact you for fundraising but you can tell us not to contact you again

    We may use and share your information as we:

    • Treat you
    • Improve our care and contact you
    • Bill for your services
    • Help with public health and safety issues
    • Comply with all laws
    • Work with a medical examiner or funeral director
    • Address workers’ compensation, law enforcement, and other government requests
    • Respond to lawsuits and legal actions

    Our responsibilities:

    • We are required by law to maintain the privacy and security of your protected health information.
    • We will tell you promptly if a breach occurs that may have compromised the privacy or security of your information.
    • We must follow the duties and privacy practices described in this notice and give you a copy of it.
    • We will not use or share your information other than as described here unless you tell us we can in writing.
    Privacy Officer:
    Denise Highfill, HR/Compliance Officer, (530) 474-3390 ext. 318
    Privacy Contact:
    Tammy Fraser, CEO, (530) 474-3390 ext. 307
    Privacy Contact:
    Tammy Wilham, Front Office Supervisor, (530) 474-3390 ext. 322
  • Patients' Responsibilities

    • Patients have the responsibility to give honest, accurate and complete medical history information.
    • Patients have the responsibility to make sure they understand what the health care provider is saying and if not, ask questions for clarification.
    • Patients have the responsibility to follow their provider’s medical advice and instructions.
    • Patients should report any significant changes in their health to their health care provider.
    • Patient must respect Shingletown Medical Center office policies, procedures, and staff.
    • Patient should keep their appointment or cancel in advance. Patients arriving more than 15 minutes late will be rescheduled or treated as a walk-in.

    Disability and Injury Verifications

    • Information can be obtained at the front desk
    • Specific questions should be directed to your health care provider
  • Patient Grievance Procedure

    Your well being is important to the staff at Shingletown Medical Center. If you have a complaint about any of the services we provide we would like to hear about it. We encourage you to let us know so we can improve our services to you.

    You can contact our Compliance Officer at (530) 474-3390 extension 318.

    • When a patient tells us about a complaint, the staff person will get all the information as soon as possible, and try to solve the problem immediately.
    • If the patient is still dissatisfied, the staff member taking the complaint will explain the grievance procedure, provide a complaint form and ask the patient to put the complaint in writing.
    • The written complaint will be submitted to the Compliance Officer who will investigate and try to resolve the complaint within 5 days.
    • If the grievance is not resolved, the Compliance Officer will discuss it with the Chief Executive Officer (CEO). The CEO or Compliance Officer will notify the patient of the results in writing within 10 days of the Compliance Officer turning the complaint over to the CEO. The patient will be notified in writing of the final resolution.

    If you believe that Shingletown Medical Center has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance with: Denise Highfill HR/Compliance Officer, 31292 Alpine Meadows Road, Shingletown, CA 96088, 530-474-3390x318, TTY number 1-800-855-7100 or 711 from a Frontier Communications number. You can also Fax to 530-474-4899 or Email to dhighfill@shingletownmedcenter.org.

    If you need help filing a grievance, Denise Highfill is available to help you. You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at: U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, D.C. 20201 1-800-368-1019, 800-537-7697 (TDD) Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html.

  • Patient Portal

    You can sign up for FollowMyHealth, the patient portal for Shingletown Medical Center and it’s free!

    • FollowMyHealth will allow you to check your personal records anytime using a computer, tablet or smartphone
    • You can register to manage your entire family’s medical information from FollowMyHealth
    • You can email with your provider through the patient portal
    • You have 24/7 convenience at home access to Shingletown Medical Center
    • You can receive your lab results on your portal
    • See the front office staff for information on registering for this important service
  • Advance Health Care Directives

    An Advance Health Care Directive lets you name someone to make treatment decisions for you. That person can make most medical decisions-not just those about life-sustaining treatment-when you can’t speak for yourself. Besides naming an agent, you can also use the form to say when you would and wouldn’t want particular kinds of treatment.

    Who makes the decisions about my treatment? Generally, you do, although there are some exceptions spelled out in laws and regulations. You have the right to agree to treatments you want to receive and to refuse treatments you don’t want to receive.

    How do I get information to make my decisions? Your doctor must inform you about your medical condition and about what different treatments can do for you. Your doctor must also tell you about serious problems that medical treatment is likely to cause you.

    What if I’m too sick to decide? You can use an Advance Health Care Directive to name someone to make treatment decisions for you when you can’t. You can also use the Advance Health Care Directive to write down your wishes about medical treatment ahead of time. That way the person you have named will know what you want.

    Who can I name to make the decisions for me when I’m too sick to decide? An adult who you trust to make decisions for you as your agent.

    What if I don’t name someone to make treatment decisions for me when I can’t? If you can’t make the decisions yourself, someone will have to make the decisions for you. If you haven’t named someone to make the decisions when you can’t, then it may fall to your family or the doctor to make the decisions. By writing down your wishes about medical treatment ahead of time, you can let them know what you want, even if you haven’t named someone to decide for you.

    Do I have to use a special form? You don’t have to use the form, but using a form that meets the legal requirements for an Advance Health Care Directive will make it easier for doctors to follow your wishes if someone, such as a relative, disagrees with what you wrote down. If you don’t use the form, you can write down your wishes about your medical treatment on a piece of paper. In fact, you can tell the doctor what you want and ask the doctor to write it down. Again, using the form makes it more likely that your wishes will be followed.

    What if I change my mind? You can change or revoke what you wrote or told the doctor just by telling the doctor that you have changed your mind.

    Do I HAVE to fill out an Advance Health Care Directive? No, it is completely voluntary.

    If I do fill one out, what do I do with it? It is your responsibility to give your healthcare providers a copy. Be sure to keep one for yourself.

    How can I get more information about Advance Health Care Directives? Ask your care coordinator or your doctor to get more information for you.

  • Requesting Medical Records

    Records are released in accordance with state and federal laws. To receive copies of your or your children's records you must first sign a release of information giving us permission to release the records. You have the right to request records for your dependent children if they have not yet reached the age of 18. Once 18, a person must sign for their own records.

    The following people are authorized to sign for release of your health information:

    • The patient (Not the spouse)
    • Power of attorney if the patient is unable to sign (Legal document must be provided.)
    • Parent (if the patient is younger than age 18)
    • Legal guardian (Proof of guardianship document must be provided.)
    • Representative of the estate for deceased patients (Copy of the death certificate and a copy of the representative of estate documents must be provided.)
    • By subpeona
    Copies are processed within 15 to 30 days from the date the request is received. Recipients will be notified if the request cannot be processed within that time frame.

    If you have any questions, please contact the records custodian.

  • Discrimination is Against the Law

    Shingletown Medical Center complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, or sex. SMC does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex.

    Read more here...