Patient Suggestions/Satisfaction

Throughout the year our patients will be asked to complete surveys, in order to analyze how we are doing, and we can then make any changes in our services, if necessary. Participation in completing a survey is always voluntary. Patient suggestions and comments are encouraged and welcomed. We have suggestion boxes located in our main lobby, dental lobby and upstairs in the behavioral health lobby.

Complaint/Grievance Process

The purpose of the Complaint process is to provide patients with a means of having their concerns heard and recognized. This process informs management on causes of patient dissatisfaction and to provide them with opportunity to address these causes. We welcome individual complaint(s) as an opportunity to improve patient/client care. All individuals have the right to make a complaint(s) relating to the delivery of health care. No complaint is considered too small. Placing a complaint will not compromise access to future health care services. Prompt and full consideration will be given to all and formal complaints appropriately expressed by a patient, family member/care taker, or visitor. You may obtain a copy of the form by contact the Patient Services Coordinator or any departmental receptionist.

Corporate Compliance/Medicare Compliance

SCIHP’s Corporate Compliance Program is a formal, established program that supports our commitment to following policies and standards of conduct to ensure that we are in compliance with all applicable federal, state and local laws and regulations. As part of the Corporate Compliance Program we are required to properly bill codes, and ensure that accurate documentation is noted in the health record supporting the codes. SCIHP complies with laws regarding Medicare billing policies and procedures.

Privacy Practices/HIPAA

SCIHP’s continued success is dependent on our patients’ trust, which we are dedicated to preserving that trust. We require that all employees and board members take annual HIPAA, privacy and confidentiality training. If you choose to have your information shared and/or released to another individual, you will need to sign the applicable release forms which become a part of your record. SCIHP will comply with all applicable laws and regulations, including Indian Health Service Privacy Act of 1974 and the Health Information Portability and Accountability Act of 1996 (HIPAA). All patients must sign an Acknowledgement of Receipt of Notice of Privacy Practices (NPP). The NPP outlines how information about you may be disclosed. We encourage our patients to read this important information.

Electronic Health Records

We use a computer to keep track of our patients’ health information. You will see your health care team member using the computer to enter the answers to questions you are asked, to review and explain your test results, record your medicines and treatment, and share your health information with you. Entering this information into the computer also provides other SCIHP providers with up to date information while taking care of you.

Translation Services

If interpreter services are needed, please contact the department that you are scheduled to see.

Fees and Payment Policies

SCIHP Fiscal policy requires that the fee schedule and sliding fee scale are reviewed annually to ensure that they are accurate and appropriate. All fees for agency services are due and payable at the time of service, including share of cost and co-pays. Agency services to verified Native Americans are to be provided free of charge. The agency will bill all verified third party insurance coverage. Patients with insurance, Medi-Cal, CMSP, or Medicare will not be billed for the portion covered by these insurances until insurance payment is received and found to be deficient. SCIHP accepts Visa and Master card. This service is available in medical, dental and behavioral health. The patient is responsible for their share of cost portion or co-payment at the time of service. The patient is also responsible for any charges not paid by their insurance company. Please be aware that fees paid by the patient at the time of service may not include all billable items. The patient will be responsible for the difference.
  • SCIHP does not act as an HMO for any insurance programs. Patients need to be aware that if their insurance resource is an HMO, SCIHP will not be able to bill for the service and the patient will be required to pay cash at the time of service. SCIHP also does not participate in discount programs.
  • SCIHP does not have a dental lab for the provision of Dental services on site. Any lab fees required for Dental will need to be paid by the patient prior to delivery and installation on any dental appliances.

Additional Charges for Services

There may be an additional charge for services provided in-house, which are not identified as “in-house.” They include, but are not limited to:
  • Lab services – all medical and dental lab fees must be paid in advance, if applicable.
  • Podiatrist
  • Nutritionist
  • Anger Management
  • Smoking Cessation
  • Pain Management
  • Prescriptions
If you have questions, regarding fees and payment policies, please call billing services at (707) 521-4634.

Mandated Reporting Requirements

All SCIHP providers are required by law to report all cases of suspected or known child or elder abuse or neglect. Medical and Dental providers are required by law to report all cases of suspected or know domestic violent/assault.

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