Welcome to IthacaMed! This letter details office policies and protocols for our patients. Please review it in order to streamline your visits and so there are no surprises in the future. We welcome patient feedback and are constantly trying to improve our care and customer service. If you have any questions or concerns please feel free to call us at 607-277-0969.
Please bring with you to every appointment: your photo ID, your insurance card(s), any medication(s) that you are currently taking in the original bottles – or a current list if you do not feel comfortable carrying your medications, and if possible we ask that you complete any overdue items in the online portal.
Your portal account gives you a real-time connection to your health information online. Take control of your health with access to your diagnosis history, medication details, immunizations and making appointments. Instructions for accessing the patient portal have been sent to you. If you have not received this, you can follow the link on our website www.IthacaMed.com. Many of our resources are available on our website; we recommend you check there for forms, community resources and information, details about the practice philosophy and staff, and much more.
PATIENT-CENTERED MEDICAL HOME
IthacaMed is thrilled to follow the patient-centered medical home model. This model of care delivery places the needs of the patient at the center of the health care process.
Role of the Medical Home
Your primary care provider (PCP) organizes and coordinates all your care allowing your team of health professionals to work together to provide quality care. We maintain a list of your current providers, diagnoses, medications and doses, surgeries, social history, etc. We also track your testing, screenings, wellness and prevention measures. It is a lot of information! You will see your PCP for new problems, illnesses requiring treatment, simple mental health diagnosis or maintenance, check-ups after a visit to the hospital or urgent care, referrals to specialists and wellness visits. The patient is always at the center of care, and is the most important part of the team. Clear communication between the office and patient via the portal or phone, and between providers electronically via the electronic medical record system is a critical component of our mission.
Benefits of the Medical Home
You are at the center. We explain your options and help you make the decision that is right for you. We help you schedule appointments with our office, for testing, and with specialists we may refer you to. We learn your social and medical history and can meet you where you are when helping you understand a diagnosis or treatment. We have a provider available at the office or on-call 24 hours per day every day (for true medical emergencies, please call 911). For non-urgent needs, you can use the portal or call the office. We coordinate care by sending relevant health information to specialists, behavioral health providers, hospitals or rehab centers when we make a referral or recommendation about where to seek care. We may be able to direct you to community services that can help you.
Role of the Patient in the Medical Home
We rely on you to keep us up-to-date if you seek care from another provider, especially if we did not refer you. At each appointment, we will confirm your other providers, your medications, ask about changes in social history, new diagnoses, procedures or surgeries. This is so that your medical record in your medical home is always as complete and accurate as possible. Be an informed and engaged participant in your care. Ask questions, follow instructions, let us know what is going well and what needs more attention.
- HOURS are Monday-Friday from 8:30 AM-4:30 PM. We have late hours twice per month on the second and fourth Wednesdays from 4:00 PM-7:00 PM. The phones are on from 9:00 AM-4:30 PM. The phones are off on Tuesdays from 12:00 PM-1:30 PM for a staff meeting.
- TREATMENT: Once you have established care with IthacaMed and have seen a provider, you may then call the office for care, e.g. prescription refills, orders, referrals, etc. We encourage use of the patient portal for routine refill requests and questions that don’t require an immediate answer. If you are ill and feel you need a same-day appointment, please CALL the office to schedule, do not use the portal. All patients will be given equal access to care, regardless of insurance status or product, except as restricted by the plan (eg: Medicaid will not allow blood draws in medical offices).
- MEDICAL EMERGENCY: In the event that you need urgent medical assistance after hours please call the after-hours emergency line at 1-866-295-4436. If you are having a true medical emergency please dial 911.
- ON-TIME ARRIVAL: Please make sure to arrive to the office at, or just before, your appointment time. You can choose to receive an email, text and/or phone reminder of your scheduled appointment. We often call two (2) days prior, and an email is sent three days before your scheduled visit. This reminder is done as a courtesy to allow ample time if you need to make any changes to the appointment.
- LATE ARRIVAL: If you arrive 10 or more minutes late for your appointment, we reserve the right to reschedule the appointment. Late arrivals cause a delay in seeing patients who are on time. If you find you are running late, we recommend you call our office to determine if we can hold your appointment, or accommodate you at another time.
- RESCHEDULING: We require a 24-hour notice for rescheduling any appointment. You must contact our office to do so, or you may reschedule online. It is important to contact the office so that we can fill the appointment. We maintain a waiting list of patients hoping for earlier treatment. If you must reschedule, we will offer one of these patients your time slot. If we cannot fill the appointment due to the insufficient notice given, you will be charged accordingly.
- MISSED APPOINTMENT: If you do not notify our office appropriately the following fees apply and will be added to your account: $40.00 per missed appointment. We reserve the right to require these fees be paid before we schedule any future appointments. You can pay online, over the phone or in the office. We feel these guidelines are reasonable in relation to the services we provide. If you have two or more broken appointments, your good standing in the practice may be at risk and you may be discharged from the practice, at the doctor’s discretion.
- WINTER: IthacaMed is closed in the event that Ithaca City School District closes due to severe weather. We do not close if ICSD delays. If you are unsure if we are open, please call the office to verify before leaving for your appointment. If we decide to close early we will notify you. In the event of a closure, we will contact you to reschedule your appointment. We will place you in the next available opening to ensure that you are seen in a timely fashion as your appointment is important to us. If you have any further questions, please feel free to call the office at 607-277-0969 or send an email to the office.
- PAYMENT: Copay/Payment is due at the time of service. We accept cash, check, Visa, MasterCard, American Express and Discover.
- INSURANCE: We see patients regardless of insurance status or method of payment. Please contact us for written information about how to proceed if you have lost your insurance, or find the information on our website. We will do our best to help you get insurance, or point you toward expert resources.
The office is conveniently located for downtown residents and workers, Cornell University and Ithaca College employees, and easily accessible from all areas of Tompkins County. It is a ten-minute drive from the Cayuga Medical Center and from the Convenient Care Center in northeast Ithaca. There is a small parking lot behind the office for compact cars only and metered parking on the street. You will find our driveway on the left of the office, lined with bushes. This is the driveway to our parking lot.
Via Route 79: Stay straight on 79 until you reach the Ithaca Commons. Take a slight right onto Seneca St., stay in the right lane. Turn right onto N. Cayuga St. Arrive at 404 N. Cayuga St., we are the second house on the left.
Via Route 13 southbound (from Syracuse, Cortland, or Dryden): Entering Ithaca from the North on Route 13 (traveling south on Route 13), Route 13 becomes one way and is named Fulton Street as it passes Purity Ice Cream on the left. The third street on the left is Court Street. Turn left onto Court Street. Cross Meadow Street (Route 13 North) and continue down Court Street. North Cayuga Street is the sixth street on your left. Turn left onto North Cayuga Street. Arrive at 404 N. Cayuga St., we are the second house on the left.
Via Route 13 northbound (from Elmira, Spencer/Van Etten): Route 13 is called Meadow Street and becomes a one way at Clinton Street. Continue straight, turn right at West Court Street, the sixth road on the right. At North Cayuga, turn left. North Cayuga Street is the sixth street on your left. Arrive at 404 N. Cayuga St., we are the second house on the left.
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