Total Care Bulletin Welcome to the Magellan Complete Care Florida newsletter.

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1 WINTER 2016 Total Care Bulletin Welcome to the Magellan Complete Care Florida newsletter. This newsletter is from your health plan, Magellan Complete Care. It has important information about getting and staying healthy. The newsletter is free of charge for Magellan Complete Care members. If you want a paper copy of anything you read in this newsletter or you want to access it through our website please call us. We hope you enjoy the newsletter. This information is available for free in other languages. Please contact our customer service number at or (TTY only) Monday Friday 8:00am 7:00pm Eastern Standard Time. Esta informacion esta disponible de forma gratuita en otros idiomas. Pongase en contacto con nuestro servicio de atencion al cliente al numero o (TTY) de Lunes a Viernes 8:00am 7:00pm hora del este. Magellan Complete Care is a Managed Care Plan with a Florida Medicaid contract. The benefit information provided is a brief summary, not a complete description of benefits. For more information contact the Managed Care Plan. Limitations, copayments, and restrictions may apply. Benefits, formulary, pharmacy network, premium and/or co-payments/co-insurance may change. Magellan Complete Care PO BOX 4418 Lutherville, MD MagellanCompletecareofFL.com

2 Magellan Complete Care Nurse Line Our Nurses are available 24/7 to help answer your health questions free of charge for all Magellan Complete Care members by calling option 3, then 2. A Registered Nurse is available to answer questions like: Should I go to the emergency room? Can I be treated at an urgent care? Can I wait to see my primary care doctor? How can I treat my symptoms at home? If you are hearing impaired, call our TTY number toll-free at Urgent Care Can t get a doctor s appointment? Ask the nurse about an Urgent Care near you. They are open 24/7. They have short wait times. You can also find them with our online Provider Search. Disease Management Programs Magellan Complete Care has Disease Management Programs for members who have serious health problems. These programs give you educational support. You can get help with your health problems. We can help you work with your doctor to deal with your chronic diseases. Our programs and our staff will give you all the support you will need. Our goal for you in our Disease Management Programs is to help you live a normal and healthy life. We want you to feel confident that you can deal with the chronic condition. We help you follow your doctor s care and plan. The Health Risk Assessment (HRA) is one of the tools we use to find members for our Disease Management Programs. If the HRA shows that one of our programs can help you, our staff will call you. If you think you need one of these programs, please call at the phone number listed below. You do not have to join the program. The choice is yours to be a part of the program. You can sign up or leave the program whenever you want by calling us. Some of the Disease Management Programs we offer are for: Asthma Hypertension Diabetes Cancer To learn more about the Disease Management Programs please call us toll free at or at (TTY only). If you would like to enroll online, please go to and click on Members tab, then select My Plan and then Programs. Online Health Risk Assessments Magellan Complete Care wants to know its members. Therefore, we ask you to complete a Health Risk Assessment. A new Health Risk Assessment Summary, specific to your health, is now available. As you complete your Health Risk Assessment online or via phone, you can request a Health Risk Assessment Summary of your health status. It will also include helpful information about your health. We will give you links to helpful Interactive Tools on our website We can mail your Health Risk Assessment Summary to you, upon request. To complete the Health Risk Assessment online, please go to and click on Members tab, then select Health Library and then Health Assessment Tools. You can also call us at or (TTY only) Monday Friday 8:00am 7:00pm Eastern Standard Time.

3 Need to find a doctor or a specialist? You can search for a doctor or a specialist on our website. To find a provider go to and click the Find a Provider tab. If you need help we can search for you. We can also send you a copy of the Provider Directory, if you don t have a computer to use. Call us at or TTY, if you are hearing impaired. If you or Magellan Complete Care cannot find a network doctor or provider in your area for the care you need, we will help you. Magellan Complete Care will cover care with an out-of network provider. Magellan Complete Care will work with you to plan this visit. Magellan Complete Care has to okay this before you get these services. If you have questions please call us at or (TTY), if you are hearing impaired. Quality update Make sure you read your Rights and Responsibilities. These are to protect you and help you get the best care from your doctors. Your Rights and Responsibilities also explain that you need to give accurate information to your doctors. You can find your Rights and Responsibilities in your Magellan Complete Care Member Handbook. You can also find them on our website. If you would like to read Rights and Responsibilities online, please go to and click on Members tab, then select Right and Responsibilities. If you want a printed copy, please call us at or (TTY only). Find your primary care doctor A key first step to get and stay healthy is to choose a primary care doctor (PCP), if you do not have one already. Next is to make an appointment with your PCP. We want to help you visit your PCP within the first 90 days of enrollment with us. Need to find a primary care doctor? You can search for a provider on our website. To find a provider go to and click the Find a Provider tab. Need help or do not have a computer to use? Please call us at or TTY, if you are hearing impaired. We can help you find a provider. Or we can send you a copy of the printed Provider Directory. Already have a primary care doctor? Call us at or TTY, if you are hearing impaired, to let us know. We can make sure your doctor is in our network. If you have questions please call us at or TTY, if you are hearing impaired. Need help getting to your doctor s appointments? Need help getting to the pharmacy? Magellan Complete Care works with a company called Logisticare for medical needs related transportation. Logisticare will pick you up and take you home. You can call them for all of your medical needs. You can call to reserve a ride. You can even bring one person with you like your caregiver or a family member. Make sure you call at least 3 days before you have to be at the doctor. Call to reserve a ride. Call if your ride is late. You can also contact our customer service number at or (TTY only) Monday Friday 8:00am 7:00pm Eastern Standard Time.

4 Avoid the flu Get your shot The flu is caused by a virus. Most people catch the flu through contact with others who are infected. A flu shot can help everyone prevent the disease. Ask your doctor about getting your flu shot. What is the flu? The flu is a viral infection. Most flu outbreaks happen in late fall and winter. The flu causes fever, body aches, a headache, dry cough and a sore or dry throat. You will feel tired and eat less than usual. Symptoms are the worst for the first three to four days. It can take one to two weeks to get better. Who is high risk? Flu shots are important for everyone. They are very important for high-risk people. This includes: Women who are more than three months pregnant Young children People over the age of 65 How does the flu spread? The flu virus spreads by person-to-person contact. This contact may include coughing or sneezing. Or talking to someone infected with the virus. You can get the flu by touching something with the virus on it. You can take many actions to reduce or stop the spread of germs and the flu virus. These actions include: Avoid being near someone who has the flu. Wash your hands often with soap and water. Cover your nose with a tissue when you sneeze. Cough into your sleeve and not your hands. Between washings, use hand sanitizer. Avoid touching your eyes, mouth and nose. Clean surface of doorknobs, computer keyboards and phones. If you have the flu, try to stay home until your fever is gone. If someone else in your house has the flu, use paper plates, paper towels and paper cups. To get more information call toll free at or (TTY only). Important dates: January : National Non-Smoking Week Cervical Health Awareness Month National Glaucoma Awareness Month National Birth Defects Prevention Month Thyroid Awareness Month February 2016: 7 14: Congenital Heart Defect Awareness Week 23 1: National Eating Disorders Awareness Week American Heart Month National Heart Month National Children s Dental Health Month Internal Prenatal Infection Prevention Month Teen Dating Violence Awareness Month March 2016: 3 9: National Multiple Sclerosis (MS) Week 23 29: Arthritis Awareness Week 22: American Diabetes Alert Day National Nutrition Month Brain Injury Awareness Month National Kidney Month National Multiple Sclerosis (MS) Education and Awareness Month

5 Preventive care is important! It can be hard to get to the doctor and dentist, especially when you are not sick! Immunizations and screenings like mammography or a pap test may fall to the bottom of the list of important things to do. If you do not take care of yourself in time, you may end up in long lines at the Emergency Room. Here at Magellan Complete Care, we believe Preventive Care is an important part of healthy living. There are no copays or fees to see the doctor or dentist even when you are not sick. We want to help you avoid getting the flu or a bad cold. We can help you make your Preventive Care appointments at a time that works for you. Healthy living means taking care of yourself; and treating yourself to a checkup. In fact, we are preparing to offer gift cards for these visits in We will be sending you more information in future. If you have any questions, please call us at or (TTY only). Did you know? Magellan Complete Care supports culturally competent health care services. We have staff and providers who speak different languages. They are from different cultures. They work with you to understand your health related needs. We can send you Magellan Complete Care written information in your language. Our Care Management, Disease Management, and Nurse Line include staff from different cultures. They can talk to you in your language. They can assess your health related needs. They can coordinate care with your providers. We have Interpreter Services for you for all languages. If you are in need of Interpreter Services, please call us. These services are free of charge. The help is also for the members who have problems hearing and seeing. You can also get an on site Interpreter Services. Please call us at or (TTY only). We want to hear from you! Each year some of our Magellan Complete Care members are asked to rate their satisfaction with their doctors and with us. To do so, we ask you to complete the Consumer Assessment of Healthcare Providers and Systems (CAHPS ). By doing so, you tell us if you were able to find and see a primary care physician (PCP) and a specialist; how was the customer care that you received from provider and health plan; how well the care was coordinated; if you received flu shots; if you liked advice regarding quitting smoking and more. The results are used by the Centers for Medicare & Medicaid Services (CMS), Agency for Health Care Administration (AHCA), accreditation agencies, and Magellan Complete Care to know your satisfaction. Please help us by completing Consumer Assessment of Healthcare Providers and Systems (CAHPS ), if you are one of our chosen members and have received it in the mail. This will help us and your doctors to improve the quality of care you receive. If you have questions, please call us at or (TTY only).

6 Why do we need consent to release Protected Health Information (PHI) form? Magellan Complete Care will share your Protected Health Information (PHI) only as the law allows; and when it is necessary to help you in an emergency. We will not share PHI just because someone asks for it. Many times, if we do not have your ok, we will keep your health information safe by not sharing. We will not even let someone know you are a member even if they may say they are family or a close friend. We do this to keep you safe; and to follow the laws. You can give us the ok to share your information when you send us a complete Consent to Release Protected Health Information (PHI) Form. Child health check-up/vaccines Once a year! Magellan Complete Care covers yearly Child Health Check-Ups (Well Child Visits) and shots through age 20. There is no cost to our members for this service. We care about our members. We ask you to make an appointment with the primary care doctor for you or your child as soon as you can. These visits include screening, education and other services to keep your child stay healthy. If you have questions or need help making an appointment, please call us at or (TTY only). We have two forms. One form gives us the ok to share your PHI with your doctors and provider agencies. The other form gives us permission to share it with your family members and friends. These forms are available on our website or you can call us and we will mail them to you. If you would like to get the forms online, please go to and click on Members tab, then select My Plan and then Forms. Or call us and we will mail the forms to you. If you have any questions, please call us at or (TTY only). C-N1004 (1/16) 2016 Magellan Health, Inc.