Engaging you in your treatment plan is the core of PCMC. At Sun Life, we want you to be involved in a variety of ways: we will ask for your input about medical decisions and treatment. We will work with you to develop self-management goals and care plans, we will ask you for feedback in the way of patient satisfaction surveys and we will provide you with access to resources to support your medical care.
Patient satisfaction and quality of care are of the utmost importance. We want you to feel at home and well cared for by your health care team and, most importantly, we want to work together with you as a team to meet your healthcare goals.
5 ways to make the most of your Circle of Care:
Your Circle of Care will function most effectively as your medical home when you provide us with a complete medical history, including any recent visits to other providers, recent hospitalizations, tests or Emergency Department visits since your last appointment with your PCP.
Set health goals that you are comfortable with and make life choices to meet those targets. Join support groups with people like you and learn how to manage serious illnesses. Ask your care team for more information about available support, education and therapy groups to help you meet your identified goals.
Your healthcare is our priority. To determine where improvements are needed, Sun Life takes part in an online patient feedback survey. You may be asked to complete a patient experience survey after your next visit. We encourage you to give us feedback on how our office works. This is your opportunity to tell us what we did well, and where we could use some improvement.
Tell your provider about any medicines, supplements and herbal or holistic products you take. Consider different treatment options and compare their risks and benefits.
During your visit to Sun Life Family Health Center, your Circle of Care will treat you and your family as partners in your own care. One important way that you can be involved is to speak up. Ask questions, voice your concerns, and do not be afraid to raise any issues relating to your care and treatment. Do not be afraid to ask your PCP or other Sun Life provider to repeat information or explain something more clearly. If your provider has given you specific instructions, repeat them back, so that both of you know you understand what you need to do to meet your health goals.
We provide care that focuses on the whole person and understanding and respecting each patient’s needs, culture, values and preferences.
Our team of providers work to meet each patient’s physical and mental health care needs, including prevention and wellness, acute care and chronic care.
We coordinate across the broader health care system, including specialty care, hospitals, home care and the provision of community and support services. This is particularly critical during transitions between sites of care, such as when patients are discharged from the hospital or referred to a specialist.
Access to care
Our patients have access to services with shorter wait times for urgent needs, enhanced in-person office hours, around the clock electronic access to members of the care team, and alternative methods of communication through our patient portal. Additionally, should you have medical concerns when our offices are closed, our after-hours call line will provide you continuity of care until your provider follows up with you.
Systems Based Approach to Quality and Safety
Our organization uses evidencebased medicine, clinical decision support tools, engages in performance measurement and improvement, measures and responds to patient experiences and satisfaction, practices population health management, and publicly shares robust quality and safety data and improvement activities.
Patients have options in choosing a primary care provider based on personal preference, medical needs and provider expertise. At Sun Life, you have access to adult and pediatric primary care practitioners, behavioral health providers and dental* professionals. The health center providers are all board certified, with significant expertise and experience in their field of study. As a medical patient, you may have the option to choose between a Doctor, a Physician Assistant and a Nurse Practitioner.
The best way to obtain a referral is to schedule an appointment with your provider so that a referral can be done in a more informed and efficient manner. After consulting with your provider, a mutual decision is made to refer you for diagnostic testing or speciality care depending on your needs. Your provider will make a referral to the referral team and the referral team will work with your insurance company to ensure that the services you’ve been referred to is approved by your insurance agency and to schedule an appointment.
Coordinated care is when all parts of the health care system talk to each other. At Sun Life, we coordinate care with your specialists, hospitals where you receive care, home care teams involved in your care and other support services. It is important that when you receive outside speciality care, your records are shared with your PCP.
At Sun Life, care coordination begins with your Circle of Care Team, which consists of you, your provider, medical assistant, care manager, and nurse. Your team is required to understand you, understand your family dynamics, unique needs, your values and preferences, even your cultural orientation and background. Depending on your needs, other members of the team may include medical specialists, behavioral health and substance abuse providers and/or clinical pharmacist(s).
Your Circle of Care Team is actively involved in working to provide you with the best care possible by accessing different disciplines in the health center and outside. Your Circle of Care Team works closely with local hospitals, off-site specialists and community resources to ensure that we meet the needs of our patients and we provide timely and accurate follow through.
It is important for you to select a primary care provider (PCP) because they are your central resource for healthcare and health information. Not only does your PCP provide preventive and general healthcare, they are your healthcare guide and advocate, directing you to specialists and helping you navigate the healthcare system to ensure you receive the medical care you need.