Patient Information


 

 

Welcome to Phoenix Health & Wellness PC.  I am honored that you have chosen me as your health care provider and my health care team.  Our goal is to provide the highest quality care for all of our patients in a timely and respectful manner.

We will do our best to provide you with same-day office visits and accept walk-ins for first available slots for all sick visits. You will need to bring your insurance card and a photo ID with you for each appointment. Please let our staff know if you have had any information changes since your last appointment. If you are unable to provide us with your insurance card, your appointment will need to be rescheduled. You will be asked to fill out new registration forms on an annual basis so we may update our records.

All co-pays and past due balances are expected at time of service, unless a prior agreement has been made with our billing department.

We ask that you allow plenty of time to get to the office for your appointment. Please arrive at least 10-15 minutes prior to your appointment to allow time for registration and check in.  You may be asked to reschedule your appointment if you are more than 15 minutes late. We will strive to stay on time. From time to time, a patient emergency arises and we may be running late for your visit. You will have the option to re-schedule or stay to be seen and we will keep you informed of how long of a delay you may experience.

Please bring a list of your prescription and over-the-counter medications with you to each visit.

Our office policy for a missed appointment is:

  • If it is an appointment for a new patient, the appointment will not be rescheduled;
  • Two (2) no-show appointments will result in dismissal from the practice.

We understand that appointments sometime need to be changed.  We ask that you call 24 hours in advance if you cannot keep your scheduled appointment.

Providing the highest quality of professional care to our patients is very important to us. Therefore, the following guidelines for dispensing medications in our office have been established:

  1. Phoenix Health & Wellness PC does not offer chronic pain management and will not dispense chronic pain medication (for example, chronic daily narcotics). We will provide you with a referral to a pain management center if you need this specialized form of care after evaluation by our physicians.   Please refer to our office policies and procedures (enclosed) for further details about policies about controlled substances prescription and contract. 
  2. If you are on a medication that requires refills for a chronic disease (for example, high blood pressure or diabetes), you will be given ample refills for 30 or 90 days at a time during your office visit.
  3. When you are down to a 30 day supply of medication, we ask that you call and request a prescription refill.  If it has been a year since your last refill, we ask that you schedule a follow-up office visit to be evaluated and have your medications adjusted or refilled.  Please allow enough time for our staff to make an appointment to ensure you are not without your medications.
  4. For the safety and well-being of our patients:
  5. Requests for new medications (including antibiotics) and medication refills can be taken over the phone during office hours for established patients, but a follow up appointment is required. 
  6. New medications (including antibiotics) for established patients will be called in over the phone after office hours by the on-call physician but no controlled substances (including narcotics) will be called in after hours or on the weekends.
  7. We understand that unexpected situations arise, thus a small refill of a chronic medication will be granted for one or two days after office hours on an as-needed basis to be determined by the on-call physician. This allows patients to be seen and evaluated by the physician during office hours for all their medication refills.

If you need to reach the physician after hours, you can reach our answering service at (916) 299-6501 through our virtual receptionist. Our answering service can connect you to Dr. Hooks if necessary.  Our office hours for patient care are 8:30 am-5 pm on weekdays but are subject to change due to Dr. Hooks’ schedule.

Dr. Hooks also offers telemedicine visits which can either be scheduled video or voice calls to address any health concerns you have.  If you are interested in participating in telemedicine practice, please notify the office staff and they will give you additional information and enroll you in our telemedicine practice.  Enrollment is free of charge and your insurance can be billed for services, labs, referrals, etc. that are ordered during the telemedicine visit. 

For our Medicare beneficiaries, I have established a chronic care management program.  If you are interested in this program, please notify my office staff and they can give you additional information to review and a consent form.

Phoenix Health & Wellness PC is affiliated with Sutter, Mercy, and Hill Physicians in the Sacramento area. I am on the medical staff at Sutter Medical Center and Mercy Medical Center and work with the specialty physicians there. I will be directing our patients to use Sutter and Mercy’s laboratory services and imaging resources. Our electronic medical record (Practice Fusion and in the future, EPIC) allows us to receive patient results quickly and efficiently through our direct link with services. This is an important resource in meeting our goal of providing high quality care in a timely manner.

Please take a brochure with you to review all of the services that we offer:

  • Health care maintenance including annual wellness and physicals
  • Immigration physicals
  • Vaccinations
  • Blood pressure checks
  • Well woman exams (Pap Smear and pelvic exams, breast exam)
  • Contraception and pre-contraception counseling
  • Insertion and removal of IUDs and Nexplanon devices
  • Minor office procedures like skin tag, skin biopsies, and nail matrix removal
  • Referrals for imaging and mammograms
  • Specific lab draws (inquire at the front desk)
  • Aesthetic procedures such as laser, PRP, Botox and injectable fillers
  • Medical weight management and counseling and education and referrals for bariatric surgery

Welcome to our practice and thank you for choosing Phoenix Health & Wellness PC for all your health care needs.

Sincerely,

Bertina M Hooks, MD  

This practice is contracted to accept all medical insurances except Humana (not currently accepting any new providers) and MediCal.   If you have any additional questions about insurance or billing issues, please contact the office at (916) 299-6501.

 

 

 

 

 

“Patient driven care is the cornerstone of comprehensive innovative care which is the goal for my practice.” ---Dr.  Bertina M Hooks

 

 

 

 

  

 

What is a Patient-Centered Medical Home (PCMH)?

A patient care or centered model (PCMH) or medical home is a team-based health care delivery model led by a health care provider that is intended to provide comprehensive and continuous medical care to patients with the goal of obtaining maximized health outcomes.

The goals of a patient care model is to:

  • Allow better access to health care
  • Increase satisfaction with care
  • Improve health, and
  • Reduce health care costs.  

Care coordination is an essential component of the PCMH that requires additional resources such as health information technology and appropriately-trained staff to provide coordinated care through team-based models. Additionally, insurance companies compensate practices devoted to care coordination activities and patient-centered care management that fall outside the face-to-face patient encounter may help encourage further coordination.  

“A patient centered care model provides a personal relationship with patients, continuity of care, comprehensive care, accessibility, and quality.”   

My experience as a hospitalist and my residency training shaped how I wanted to develop my medical practice.  A hospitalist is a master of the resources and intrastructure of the hospital and transitioning the patient from the hospital to the outpatient setting. It is engrained from our training how to use resources effectively and get patients in and out the hospital with minimal complications or issues.  I used that background to develop how I wanted to create my medical practice.” ---Dr. Bertina Hooks

The characteristics of PCMH are the following:

  • Personal physician:  Each patient has an ongoing relationship with a personal physician trained to provide first contact, continuous and comprehensive care.
  • Physician directed medical practice: The personal physician leads a team of individuals at the practice level who collectively take responsibility for the ongoing care of patients.
  • Whole person orientation: The personal physician is responsible for providing for all the patient's health care needs or taking responsibility for appropriately arranging care with other qualified professionals.
  • Care coordination: Care is coordinated and/or integrated between complex health care systems, across specialists, hospitals, home health agencies, and nursing homes, and also includes the patient's loved ones and community-based services. This goal can be attained though the utilization of registries, health information technology, and exchanges, ensuring patients receive culturally and linguistically-appropriate care.
  • Quality and safety: Partnerships between the patient, physicians, and their family are an integral part of the medical home. Practices are encouraged to advocate for their patients and provide compassionate quality, patient-centered care.
    • Evidence-based medical decision making and with the use of decision-support tools.
    • Physicians' voluntary engagement in performance measurements to continuously gauge quality improvement.
    • Patient participation and feedback to determine if their expectations are met.
    • Utilization of informational technology to ensure optimal patient care, performance measurement, patient education, and enhanced communication
    • At the practice level, patients and their families participate in quality improvement activities
  • Enhanced access to care available through open scheduling, extended hours and new options for patient communication.

Payment reform:  Reimbursement must "appropriately recognize the added value provided to patients who have a patient-centered medical home."

 

 

 

PRACTICE POLICIES AND PROCEDURES

Cancellation/No Show Policy

At Phoenix Health & Wellness PC, we are dedicated to comprehensive, quality health care and services to our patients in a timely manner.  No-shows, late shows, and cancellations inconvenience those individuals who need access to medical care. We understand that emergencies at work or school arise that may cause you to have to cancel or miss an appointment.  In order to be respectful of the medical needs of other patients, call Dr. Hooks’ office promptly at (916) 299-6501 if you are unable to show up for an appointment. This time will be reallocated to someone who is in need of medical treatment. If it is necessary to cancel your scheduled appointment, we require that you call at least 24 hours in advance. Appointments are in high demand, and your early cancellation will allow another patient access to timely medical care.  If you do not cancel within 24 hours, you will charged a $50 cancellation fee which is not covered by insurance. 

Scheduled Appointments

To schedule appointments, please call (916) 299-6501. Once our website is launched, you will also have the option to request to schedule appointments online as well. 

Please arrive at least 15-20 minutes prior to each appointment to register or check-in and update any necessary demographic or insurance information.  Most office appointments are on average of 30 minutes so if you arrive 15 minutes or later past your appointment, your appointment will need to be rescheduled.  No show or late cancellations will be charged a fee. 

We ask you to be courteous and quiet in the waiting area and to silence cell phones or electronic devices while in the waiting room and exam rooms.  Anyone who is disruptive or disrespectful to other patients or office staff will be asked to leave and may be dismissed from the practice. 

Account Balances/Billing

If you are a self-pay patient and have a balance, your balance will have to be paid to a zero balance before you can receive further services from our practice. 

If you have questions or concerns about your bill, you can speak with our billing department.  The billing department can also arrange a payment plan option.  

Patients with balances over $100 must make payment arrangements prior to future appointments being made. 

Patient Access

We understand our patients have busy schedules that make access to health care difficult.  We provide same-day and walk-in appointments for sick visits only and not well visits or annual exams.  When you call or arrive for a sick visit, they will be triaged prior to seeing the physician and the office staff (nurse or medical assistant) will ask pertinent questions and review medical history prior to you seeing the physician.  The medical assistant or nurse may instruct you on the advice of the physician to have preliminary labs or radiologic studies done prior to your appointment to assist the physician in determining an appropriate diagnosis and treatment plan as well as follow up.  The medical assistant may call you for additional information prior to the appointment to assist with that process.  We also offer telemedicine (video and/or voice virtual visits) where we can address your health concerns.  

Controlled Substances Policies

Dr. Hooks is very conservative when prescribing controlled substances including narcotics and sedatives in an effort to prevent patients from unintentional harm or chemical dependence.  She is board certified in internal medicine and has extensive experience with palliative care and chronic pain management.

Chronic pain is not difficult to manage but it often involves a multidisciplinary approach and not just with medications alone so patients need to be open to trying alternatives that may effective as well as having realistic expectations for pain control.  We will work with you to provide effective pain management. 

Consequently, our practice is very judicial in prescription of controlled substances.  Alternative choices for pain control including acupuncture, neuropathic pain medications, epidural injections or blocks as well as physical therapy and cognitive behavioral therapy will always be suggested and recommended for chronic pain.  The lowest dose of controlled substance possible that will effectively address pain will always be the goal of our practice because it is in the best interest of the patient and poses the least risk. 

Phoenix Health & Wellness PC does not offer chronic pain management and will not dispense chronic pain medication (for example, chronic daily narcotics). We will provide you with a referral to a pain management center if you need this specialized form of care after evaluation by our physician.

If the physician decides to prescribe controlled substances, it is only for acute pain issues after a surgical procedure. 

Any patient who establishes care with Phoenix Health & Wellness PC will be subject to a medical evaluation and discussion to determine if controlled substances are necessary and there will be direct communication about weaning or discontinuing controlled substances that are unnecessary or if there is any concern about chemical dependency.  As a physician, Dr. Hooks has the power to choose what she is comfortable prescribing and what is in the best interest of the patient since she took the Hippocratic Oath as a clinician. 

Any patient who is deemed appropriate to be on controlled substances for a medical condition will have to sign a controlled substance contract as well as complete an urine drug screen.  In addition, a CURES report will be checked by our office.  If the patient’s urine drug screen is positive for any illegal or inappropriate along with a suspicious CURES report, this will be a violation of the pain contract and no more controlled substances will be prescribed.  Alternatives to controlled substances will also be offered. 

Dismissal Policies

A strong patient-physician rapport is developed over time and with trust, communication, and respect.  Any violation of that relationship that involves disrespect, violence, or violation of policies interferes with our practice’s ability to deliver quality care and will result in dismissal to the practice. 

Any patients who violate the following may be asked to be dismissed from the practice:

  • Violent, disruptive, or disrespectful to other patients and/or office staff
  • Violates the pain contract by either failing screening per Medical Board of California guidelines or diverts controlled substances for personal use or financial gain
  • History of late cancellations or no show appointments more than 2 times in a calendar year
  • Failure to adhere to payment plan options or non payment for medical services

If you are dismissed from the practice, you will receive a certified letter informing you of the decision to dismiss from the practice and notifying you that you have 30 days to find another physician.  Patients who are dismissed from the practice can obtain access to their medical records. 

Referral Requests

Referral requests are submitted electronically and usually take 1 week to be processed.  Once a referral is processed, the consultant or specialist will contact the patient to schedule the follow up appointment and communication from the specialist or consultant will be forwarded to your primary care physician.  If you do not hear from the specialist's or consultant's office within 7-10 days to schedule an appointment, please contact Phoenix Health & Wellness PC at (916) 299-6501 to inquire about the status of your referral.  If the consultant or specialist contacts the patient and he/she does not schedule an appointment within 2-3 attempts, the referral will be cancelled by the specialist and a new referral will need to be submitted.  Please be proactive and respond promptly to specialist or consultant who are contacting you to schedule follow up.  Please make sure we have your updated contact information.  

Lab and Imaging Requests

All lab and imaging requests are subject to a provider's discretion.  A request for a lab or imaging test will always be considered by the physician but if the imaging or lab test is not indicated for medical reasons or will not be covered by insurance, the diagnostic lab and imaging will not be ordered unless clinically indicated.  If the lab or imaging is ordered, patients may incur a charge if their insurance does not cover the test.  The patient must be informed about their insurance benefits and what is covered and not covered under their insurance.  

We have uploaded forms here for you to access prior to coming to the office.  You can download and print these forms and bring them in prior to your appointment for your convenience.  

If you are a new patient establishing care with Phoenix Health & Wellness PC, please read and print out the following:

  1. Notice of Privacy Policies
  2. Notification of Separate Medical Practices
  3. Consent to Treatment
  4. Authorization of Release of Medical Information

 

These forms can not be electronically sent to our office via email or fax because they contain sensitive private information.  We ask that you download and print, complete and sign, and bring in to your office visit to reduce waiting time.

If you are completing the forms at the time of your appointment, please allow at least 15-20 minutes prior to your appointment 

We also have ipads available in the waiting room area where you can fill out the forms electronically, sign, and upload directly into your electronic medical records.  Please ask the front staff about instructions on how to use onPatient via DrChrono.  

If you have scheduled an annual wellness exam, please read the Annual Wellness Letter and Checklist and fill out the Annual Wellness Visit Form and complete the Health History Questionnaire.

Annual Wellness Exam Forms

  1. Annual Wellness Letter and Checklist
  2. Annual Wellness Visit Form
  3. Health History Questionnaire

New Patient Forms 

  1. Notice of Privacy Policies
  2. Notification of Separate Medical Practices
  3. Consent to Treatment
  4. Authorization of Release of Medical Information

These forms can not be sent electronically because they contain sensitive and identifying information and will need to be brought in person at the time of your appointment.  If you have any questions, please contact Phoenix Health & Wellness PC at (916) 299-6501.

Medical Insurances Accepted

This practice is contracted to accept all medical insurances except Humana (not currently accepting any new providers) and MediCal. If you have any additional questions about insurance or billing issues, please contact the office at (916) 299-6501.

Location
Phoenix Health & Wellness PC
6600 Mercy Court, Suite 150
Fair Oaks, CA 95628
Phone: 916-299-6501
Fax: 916-581-6405
Office Hours

Get in touch

916-299-6501