Patient Resources

Everything You Need to Know

At Eastwest Integrated Care, we believe in putting you, the patient, at the center of your healthcare journey. Our Patient Resources page is to facilitate access to our policies, FAQs and the community resources available.

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Patient Rights

At EastWest Integrated Care, we are committed to upholding your rights and ensuring your well-being is our top priority. When you seek care with us, you can expect the following:

  • Respect and Dignity: You will be treated with courtesy and respect, with a deep appreciation for your individual dignity and the utmost respect for your need for privacy.

  • Timely Responses: We will provide a prompt and reasonable response to your questions and requests, ensuring that you receive the support and information you require.

  • Transparency: You will always be informed about who is providing medical services and we will make sure you are aware of all patient support services available, including interpreter services if English is not your primary language.

  • Knowledge and Information: You have the right to be informed about the rules, regulations and policies that apply to our healthcare facility.

  • Informed Decision-Making: We will provide you with detailed information concerning your diagnosis, treatment plan, alternatives, risks, and prognosis. You have the right to make informed decisions about your care.

  • Treatment Options: You can refuse any treatment, except as otherwise provided by law, ensuring that your autonomy in healthcare decisions is respected.

  • Financial Information: You will receive the necessary information on payment options, insurance eligibility and coverage when applicable and other relevant financial resources. Self-Pay patients will receive a reasonable estimate of charges for medical care prior to treatment as required by the “No Surprises Act (NSA)”.

  • Transparent Billing: Following treatment, you have the right to receive a clear and understandable, itemized bill and, upon request, to have the charges explained.

  • Equal Access: You will have impartial access to medical treatment or accommodation, regardless of factors such as race, national origin, religion, handicap, or source of payment. Our commitment to equality ensures that every patient receives the highest standard of care, with no discrimination.

Patient Responsibilities

The American Medical Association’s Code of Ethics states that successful medical care requires ongoing collaboration between patients and clinicians. Their partnership requires both individuals to take an active role in the healing process. Patients contribute to the collaborative effort when they:

  • Are truthful and forthcoming with their clinicians and strive to express their concerns clearly.

  • Provide as complete a medical history as they can, including providing information about past illnesses, medications, hospitalizations, family history of illness, and other matters relating to present health.

  • Cooperate with agreed-on treatment plans. Since adhering to treatment is often essential to public and individual safety, patients should disclose whether they have or have not followed the agreed-on plan and indicate when they would like to reconsider the plan.

  • Meet their financial responsibilities regarding medical care or discuss financial hardships with their clinicians. Patients should be aware of costs associated with using a limited resource like health care and try to use medical resources judiciously.

  • Recognize that a healthy lifestyle can often prevent or mitigate illness and take responsibility to follow preventive measures and adopt health-enhancing behaviors.

  • Accept care from medical students, residents, and other trainees under appropriate supervision. Participation in medical education is to the mutual benefit of patients and the health care system; nonetheless, patients’ (or surrogates’) refusal of care by a trainee are respected.

  • Be aware of and refrain from behavior that unreasonably places the health of others at risk. Patients should ask about what they can do to prevent transmission of infectious disease.

  • Refrain from being disruptive in the clinical setting.

  • Not knowingly initiate or participate in medical fraud.

  • Report illegal or unethical behavior by clinicians or other health care professionals to the appropriate medical societies, licensing boards, or law enforcement authorities.

Establishing Services with Us

We want you to be comfortable starting your journey with us. To understand how the care we provide is different, please take your time to carefully review the following information prior to your initial consultation with us.

FOR AN OPTIMAL EXPERIENCE DURING YOUR INITIAL ASSESSMENT (Telehealth or In-Office):

  • Before your appointment, you will receive a link to fill out your demographic information, past medical history, family medical history, hospitalization and surgery history, and lifestyle history. Please, fill out all the forms with as much detail as you can.
  • You also need to add pictures of your ID, insurance card (if any), and a credit card. We request a credit card on file to cover any balance that may be due. You will be charged on the day the service is rendered, including no show and late cancellation fees if applicable.
  • If your visit is via telehealth you will receive the link to connect 15 minutes before your appointment. Make sure you are at home or at a place where you can comfortably talk to your provider without being interrupted. Please do not connect if you are driving.
  • During this visit the provider will review with you all the information received regarding your medical history and will discuss the main complaint you would like to address.
  • At the end of this visit, please schedule your first appointment in-person if you have not done it already.

     

BEFORE YOUR FIRST VISIT IN PERSON (In-office), KEEP A FEW THINGS IN MIND:

  • You will be reminded via email/text of your appointment time and date, one week before, four days before and one hour before. Please arrive at least 15 minutes prior to your appointment. If you arrive 10 minutes or more past your scheduled appointment time, you may be asked to reschedule to maximize your time with your provider.
  • Make sure to bring your ID, your insurance card (if any), a detailed list of all current medications, supplements and/or vitamins, a list of current healthcare providers. Also, if possible, bring a copy of recent laboratory testing and/or functional testing (stool tests, hormone testing, food testing, nutritional evaluations etc.) as well as imaging reports (*done within the last 6 months). If you are not conveniently able to locate these items, we will have you complete a release of information at the end of your first visit.
  • At the front desk, you will be asked to sign the consents for treatment, our financial policy, our medication refill policy, and the controlled substances agreement (If applicable). You will also be asked to fill out an intake form (if you did not fill it out online). Please add as much detail as you can.
  • First visits generally last 45 min. However, if you have not attended a telehealth visit for initial assessment, the first visit might extend beyond that time frame.
  • If you have insurance, we will verify your insurance eligibility prior to this visit, and we will file the claim as a courtesy to you. During your first visit, you will be asked to pay an initial deposit of $180 that will be applied to deductibles, co-payments and/or co-insurances, and services not covered by your insurance company, as well as late cancellation/no show fees. In the event of discontinuation of care, any balance that has not been used will be refunded to the original method of payment.

     

DURING YOUR VISIT:

  • During your first visit, your provider will spend time getting to know you and your health concerns. A comprehensive medical examination will be performed, and you may be asked a wide range of questions about your symptoms, eating, exercise, sleep habits, emotional states and anything that may offer insight into your health.
  • All electronic devices (cellphones, smartwatches, tablets, etc.) should remain silent during your visit. Please make sure you will not be interrupted.
  • An appropriate physical/mental exam will be conducted, and specific diagnostic tools will be used, including but not limited to vitals, psychological screenings, urine drug screening and baseline lab work. Gathering this information enables the provider to effectively diagnose and detect any specific imbalance that may have contributed to your health concerns. The provider can then create a well-structured treatment plan.

     

AFTER YOUR VISIT:

  • Follow your treatment plan and homecare tips between visits.
  • Keep all your appointments, as each visit builds upon the previous ones.

     

For patients attending acupuncture sessions:

It is important to have eaten a small meal at least one hour before you arrive.

Wear loose, comfortable clothes. If you prefer, bring a change of clothes with you. We usually recommend a cotton T-shirt and sweat pants or shorts since they allow arms and legs to be free for the treatment.

Refrain from overexertion, recreational drugs, or alcohol for at least SIX HOURS before and after treatment.

Cancellation Policy

We make every effort to give patients convenient appointments and hold a cancellation list. To help us, we ask that you please notify the office 48 hours in advance if you need to change or reschedule your appointment.

Please leave a voicemail if this time frame falls on the weekend, a holiday or after hours. Failure to show, or notification of less than 48 hours in advance will result in a no show/late cancellation fee of $90 (as described on our financial policy).

FAQ

Our office hours are:

TUE – SAT: 10:00 am to 5:00 pm
SUN & MON: Closed

They are subject to change and can vary if we are out for meetings / conferences. Request your appointment online; you will receive the confirmation within 24 hrs.

*Please know that we are unable to provide supervision for young children that accompany you to our clinic and we ask that you make other arrangements.

If you need lab orders, those will be ordered by your provider during your visit to our clinic. The results will be discussed with your provider during the scheduled follow-up visit.

Urine Drug Screening

Eastwest Integrated Care providers may request a Urine Drug Screening (UDS) as a prerequisite to receiving prescriptions for controlled substances. It is important to keep in mind that drug testing is in your best interest. Drug testing can help your provider conduct a more thorough and accurate assessment of your mental and physical well-being to provide you with safe and suitable care. Urine Drug Screens are also required for some of the prescribed medications, and it will play a significant role in your diagnosis and treatment.

It is important to be honest about your substance use (if any) because you may face serious health risks. Patient confidentiality ensures that your test results will remain confidential between you and the care team.

Phone messages left will be responded to within 1-2 business days during our listed business hours.

  • To reach the office, please call (520) 308 5289
  • If you have a medical emergency, call 911 or go directly to the nearest ER.
  • When leaving a message, please be brief and include the following information:
    • Full name,
    • Reason for call
    • Phone number(s) for us to return the call

We greatly appreciate your patience; we work hard to ensure each patient is our top priority during appointments. We make every effort to respond to questions and/or concerns presented outside of an appointment within 2-4 business days.

We are committed to remain compliant with Arizona law, thus, we ask you to read and acknowledge the ‘Medication Renewal or Refill Policy’:

  1.   REFILL OF NON-CONTROLLED PRESCRIPTIONS – Check with your pharmacy first to see if you have any refills remaining before contacting our office. If your pharmacy does not have your refill order, please send a message through the patient portal, or call our office at (520) 308 5289 during business hours at least (3) three business days prior to your medication running out. *If you use a mail order pharmacy, please contact us (14) fourteen business days before your medication is due to run out.
  2.   REFILL OF CONTROLLED SUBSTANCES – The Arizona legislature adopted a law requiring health care providers to use electronic prescribing for all controlled substances since January 1, 2020, thus, these medications cannot be refilled unless the provider has sent the electronic order to the pharmacy. Please request a telephone/telehealth med-review (5-10 min) by sending a message through the patient portal or call our office at (520) 308 5289 during business hours at least (5) five business days prior to your medication running out. Plan your follow-up visits accordingly since there will be no controlled substance refills done without a follow-up.

Patients on controlled substances may not receive controlled substances from other providers outside of Eastwest Integrated Care without prior notice and approval. All patients are subject to random pill counting and toxicology screenings at the patient’s expense. EIC has a strict policy for controlled substances, which you signed the day the medication was prescribed for the first time. (Please refer to your “PC006-Controlled Substances Agreement”).

  1.   RENEWAL OF NON-CONTROLLED PRESCRIPTIONS – To remain compliant with your treatment plan, it is a requirement that your provider assess your condition before a prescription is renewed. One of the things that will be checked is if a dosage needs to be lowered or increased, among other factors that need to be considered before a prescription is renewed. Please book an appointment with your provider two (2) weeks prior to your medication running out. Patients taking non-controlled psychiatric medications must be seen by the provider at least once every (90) ninety days.
  2.   ADDITIONAL INFORMATION – The providers do not consider it an emergency if you run out of medication as a result of a canceled or missed follow-up visit. It may take up to 1-3 business days for a medication to be refilled; the process involves reviewing your medical record, your refill eligibility, and sending the electronic prescription. The pharmacy may take up to 1-2 days to have your medication ready for pick up.

Remember that it is your responsibility to monitor your medication usage and to plan for your follow up visits prior to needing a prescription renewal or refill.

Your medical record is available through the patient portal, however if you need an additional copy of your medical records, a minimum $90 fee will be charged for copies and postage*.

We fill out medical disability forms  or submit medical notes to support them. Please make sure to schedule an appointment online. The hourly rate for such services is $90.

If you are a new patient, please submit all your information through the link attached to the appointment confirmation email. For established patients, all communications may be done through the patient portal. Please refrain from sending forms or any other document that contains private information through any other method. Any personal health information submitted through any other means is your sole responsibility. *Please read our HIPAA notice.

Self-pay options: We accept debit and credit cards including FSA/HSA cards.

Patients pay directly in our office for their treatment at the time of each visit or through their patient portal.

When you schedule an initial visit, we request a credit card on file to hold the appointment for you. No charges will be applied to your credit card unless you miss or cancel an appointment without proper notice. On the day of your scheduled appointment, all charges for consultations, standard visits and other services will be reviewed in detail. Payment is due on the day of service. You may also use pre-tax dollars from a Health Savings Account (HSA) to pay for your consultations and follow up visits.

Private insurance: We are in-network with most insurance plans. Please verify your health insurance coverage when you arrange your first visit. 

We are passionate about providing you with the best possible care, unrestricted by the constraints of the coverage of insurance plans. Since a lot of our services are focused on preventative-wellness care, they may not be covered by your insurance company. We are committed to better serve our clients, so for those services we will provide you with an itemized bill at the end of your visit.

Safety is our #1 priority.

First and foremost, thank you so much for trusting us with your health. We have worked diligently to get our office ready for your visits. We have made many substantial additions to regular disinfection and cleanliness protocols to ensure your safety.

Please notice that all our team members may be wearing masks, and you may be required to do so while in the office. Upon entry into our office, we will offer you a complimentary mask if you do not have one.

Here is a list of how we are keeping you safe:  

  • Increasing disinfection of all common areas, doorknobs, countertops, desks, chairs, computers, keyboards, bathrooms, etc. 
  • Following all current CDC and OSHA Personal Protective Equipment (PPE) guidelines 
  • Displaying chairs in lobby area 6 feet apart (A maximum of 2 people at a time is allowed) 
  • Spacing appointments to ensure physical distancing of patients within our office 
  • Sending you pre-visit instructions and educational materials by email 
  • Sending you appointment reminders by email and/or text 
  • Allowing the use of email and text* as a means of permanent communication 
  • Facilitating online payment options

Emergency Resources

State and Local Resources

Southern Arizona Crisis Line

Sonoran Prevention Works  
Overdose Plan – Emergency Preparedness 

Community Wide Crisis Line

Arizona Department of Environmental Quality (ADEQ)
Prescription Drug Disposal

Governor’s Office of Youth, Faith and Family

Parents of Addicted Loved Ones (PAL)

Children’s Advocacy Center of Southern Arizona

Southern Arizona Against Slavery (SAAS)

Tu Nidito
Growing Through Grief

Youth on Their Own

NAMI (National Alliance on Mental Illness) Southern Arizona

Esperanza Dance Project

National Resources

National Suicide Prevention Lifeline

Crisis Text Line

Suicide and Crisis Lifeline 

National Institute of Mental Health

National Institutes of Health

Substance Abuse and Mental Health Services Administration

SUD Helpline
A 24/7 helpline for providers and patients
National Human Trafficking Hotline

Have Any Questions For Us?

If you are having trouble finding the information that you need, please feel free to contact us directly. We would love to help out any way we can. Thank you!

Call Us

(520) 308-5289

Email Us

info@eastwestwell.com

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