Your Medical Home is the medical clinic you visit most frequently for your health care. It is called a “Home” because we’d like this to be the first place you think of for all your medical needs. At your Medical Home, your primary care provider will oversee and coordinate all your health care needs. Our goal is to replace episodic care based on symptoms and illness with coordinated, whole person care and long-term healing relationships. By visiting the same doctor at the same clinic on a regular basis, you get the attention you deserve from health care professionals you trust. We want you to feel “at home” with your health care.

• You will receive complete medical care, including regular physical exams and health screenings.
• Your primary care provider will coordinate your care by arranging appointments with specialists as needed. He or she can also connect you with a health coach who can help you control an ongoing condition and improve your health.
• The care you receive will be ongoing from visit to visit.
• Your team of health care professionals will be available. You can ask questions anytime - during regular office hours by calling your provider’s office or after hours by calling Mercy Clinics Access 2 Health at (515) 2HEALTH (243-2584). You will be connected to a registered nurse, and then to the on-call provider if necessary.
• Your primary care provider will be prepared, addressing any potential health care concerns before they become an issue.

• Your primary care provider (PCP) is responsible for managing your overall health care. You should see your PCP regularly for regular physical exams and general medical care.
• A nurse and/or medical assistant works with your PCP to manage your care. He or she will update your health history and talk with you to understand the reason for your visit.
• A health coach is a specially trained nurse who gives education and support to patients with ongoing conditions. He or she may also remind you to schedule your regular physical exam and health screenings.
• The front desk assistant will greet you when you arrive for your appointment and confirm your personal information. He or she may also help you schedule future appointments.

• Treat you as a full partner in your care.
• Listen to your feelings and questions, which will help us to make decisions about your care.
• Communicate and explain diseases, treatment and results in an easy-to understand way.
• Keep your treatments, discussions and records confidential.
• Provide same-day appointments whenever possible.
• Provide instructions on how to meet your health care needs.
• Give you clear directions about medicine and other treatments.
• Refer you to trusted specialists when needed.
• Recommend regular health screenings and services.
• End every visit making sure you have clear instructions about expectations, treatment goals and future plans.
• Ask for your feedback.

• Ask questions, share your feelings and take an active part in your care.
• Be honest about your history, symptoms and other important information.
• Take all your medicine as directed.
• Inform us whenever there is a problem with the medication you are taking.
• Make healthy decisions about your daily habits and lifestyle.
• Keep your scheduled appointments or reschedule in advance whenever possible.
• Call our office first with your health concerns, unless it is an emergency.
• Be sure you leave our office with a clear understanding of our expectations, treatment goal and future plans.
• Provide feedback to help us improve our care.


• Make a list of your health questions. Ask a friend or relative for help if you need it. Put the questions that are most important to you at the top of the list.
• Make a list of other health care providers you have visited. Write down their names, addresses, phone numbers and the reasons you visited them.
• Bring a list of medicines or original containers to your appointment. Be sure to include vitamins, prescription, over-the-counter and natural and/or herbal medicines.
• Make sure you have your photo ID and your insurance card or other insurance information with you.
• If you wish, ask a family member or trusted friend to go to your appointment with you.

• Use your list of questions. Ask your most important questions first.
• Be sure you know what you should do before you leave the clinic.
• Use your own words to repeat back the things you’ve discussed with your provider to ensure you clearly understand the information.
• Communicate with your team your preferred method of communication.

You can contact your Medical Home Team by calling the main clinic phone number during regular clinic hours. If you call after regular clinic hours with an urgent health concern, please leave a message and the on-call provider will get back to you as soon as possible. In an emergency situation, please call 9-1-1. If you see a doctor who is not your primary care provider, please let us know. Any information about all the health care you receive is important to us.

(515) 247-3121
1111 6th Avenue
Des Moines, Iowa 50314

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