HealthyFocus Spring 2017 Thanks for Your Feedback. We re Listening! Every year, the Oregon Health Authority (OHA) puts out a survey called the Consumer Assessment of Healthcare Providers and System, or CAHPS for short. The purpose of this survey is to ask health plan members about their experience getting care. This includes: The helpfulness and friendliness of PacificSource s Customer Service team How easy it was to get the care, tests, or treatments you need How well your doctor communicates The OHA reviews the results and sends PacificSource a summary of the scores. We never see anyone s individual survey answers. The results tell us what we re doing well and where we can improve. And we want you to know we re listening! The MyPacificSource app and Assurance Wireless phone are two examples of improvements we ve made based on your feedback. Please read the articles inside to learn more about these examples. HealthyFocus Spring 2017
Free Smart Phone through Assurance Wireless As an OHP (Medicaid) member, you re eligible for a free Android TM smart phone through Assurance Wireless. The program includes 350 free voice minutes, unlimited texts, and 500 MB free data each month. You also have the option of adding minutes, data, or international calling for an extra charge. Want more information? Apply online at www.assurancewireless. com/public/moreprograms. You can also call toll-free (888) 898-4888 to request an application. If you want a paper application to be sent to you, call (888) 898-4888. If you need any assistance, call your local community health worker or our Customer Service team. Stay Connected with the Free MyPacificSource Mobile App! Now you can stay connected to your PacificSource Community Solutions information anywhere with our free mobile app. The mypacificsource app is available for both iphone and Android TM. Use mypacificsource to: Access your ID card, anytime. Find a doctor, hospital, or urgent care center. Save your doctor s phone number to your contact list. Contact us. Find PacificSource phone numbers and office locations. Ready to get the app? Visit the Google Play Store or the Apple App Store to download the app now. (Search MyPacificSource. )
The Importance of Having an Advance Directive An advance directive lists what healthcare you want if you cannot speak for yourself. This might be due to a terminal illness or injury. The advance directive expresses your wishes for end-of-life care. Any person age 18 or older may make an advance directive. It is important to develop your advance directive while you are able to speak for yourself verbally, in writing, or in sign language. This does not authorize euthanasia, assisted suicide, or any action to end a person s life. It does not affect routine care for cleanliness and comfort. You can change your mind at any time. The advance directive form allows you to appoint someone you trust, a representative, to make medical decisions for you if you are unable to. Your representative and your doctor should have a copy of your advance directive. You can find more information online or by phone: www.oregon.gov/dcbs/shiba/ Documents/advance_directive_form.pdf Oregon Health Decisions: (503) 692-0894 or toll-free (800) 422-4805 Free Education Event You re Invited! Join us for a fun and educational service event to learn more about your plan, including: What the Oregon Health Plan covers, Extras like the 24-Hour NurseLine, How to re-enroll, And more! Our first event is in Bend on May 31. For more information or other dates and locations, please contact Customer Service or go to www. CommunitySolutions.PacificSource.com. HealthyFocus Spring 2017
How a Declaration for Mental Health Treatment Protects You A declaration for mental health treatment is a form you can fill out to protect yourself when you may be in crisis and not able to make mental health treatment decisions. Only a court, or two doctors can decide if you are not able to understand and make decisions about your mental health. The declaration for mental health treatment allows you to say the kind of care you want to receive. You can also say what kind of care you do not want to receive. You can choose an adult representative to speak for you when you cannot do so for yourself. Your representative and your doctor should have a copy of your advance directive. A new declaration needs to be signed every three years. You ll find a guide to Oregon s declaration of mental health treatment, which includes the form, online at: www.oregon. gov/oha/amh/forms/declaration.pdf or you can call (503) 945-9716, TTY (800) 375-2863. Pain Medication Safety When very high doses of opiods (pain medicines) are taken, serious health problems or death can result. And when people take these medicines in high amounts, they may not get good pain relief. PacificSource is trying to keep our members safe from too much pain medicine. We are notifying members when their pain medicine amounts reach a dangerous level. We are also asking providers to work with members to cut back to safer levels. This does not apply to members who have active cancer, pain related to sickle cell disease, pain related to hospice care, or recent surgery or acute injury. Safely dispose of pain medicines. This helps prevent drug abuse, accidental poisoning, and water pollution. To find out where you can take back your prescription drugs, visit www. TakeBackYourMeds.org. Other pain relief options may be available, such as physical or occupational therapy, or acupuncture visits. Providers can help with these options. The member handbook tells more about covered benefits or PacificSource Customer Service can help. If you are on pain medications and have questions, you can call your provider who writes your prescriptions or your primary care provider. You re also welcome to call our Customer Service team see next page for hours and contact information.
Up Your Buying Power at Farmers Markets Did you know many local farmers markets in the Gorge and Central Oregon sponsor programs to boost your buying power of local produce? In the Gorge: The Power of Produce (or PoP) Club is back in action. For kids under 12, the PoP Club offers FREE $2 tokens that can be used for fresh fruits and veggies, or plant starts. For more info, check-out: www.gorgegrown.com/farmmarket/. In Central Oregon: Markets in Madras and Sisters participate in the Double Up program, which lets you double your SNAP dollars for fresh fruits, veggies, and some other items. Learn more at www.farmersmarketfund.org/programs/dufb. In addition, many farmers markets in Oregon, including those in Bend and Redmond, accept SNAP (Supplemental Nutrition Assistance Program). Your Member Handbook and Provider Directory Have Been Updated We ve recently updated the PacificSource Community Solutions Member Handbook and Provider Directory. These important documents help you understand what services are covered and how to use them. You can find a copy of the updated handbook and directory on our website at www. CommunitySolutions.PacificSource.com, or call our Customer Service team if you would like a copy mailed to you. Customer Service Monday - Friday: 8:00 a.m. to 5:00 p.m. Toll-free: (800) 431-4135 TTY: (800) 735-2900 HealthyFocus Spring 2017
Nondiscrimination Statement PacificSource and network providers must treat you fairly. Our providers and we must follow state and federal civil rights laws. We cannot treat people unfairly in any of our services or programs because of a person s: Age Color Disability Gender Identity Marital Status National Origin Race Religion Sex Sexual Orientation Everyone has a right to know about and use our programs and services. We give free help when you need it. Some examples of the free help we can give are: Sign language interpreters Spoken language interpreters for other languages Written materials in other languages Braille Large print Audio and other formats If You Need Help If you need help or have a concern, please contact our Customer Service department or our Civil Rights manager toll-free Monday Friday, 8:00 a.m. 5:00 p.m. at: Customer Service Department (800) 431-4135 Central Oregon (855) 204-2965 Columbia Gorge (800) 735-2900 TTY Civil Rights Manager Kristi Kernutt (541) 225-1967, (800) 735-2900 TTY Kristi.Kernutt@pacificsource.com PO Box 7068, Springfield, OR 97475-0068 To File a Complaint To file a civil rights complaint with the U.S. Department of Health and Human Services Office for Civil Rights (OCR): HHS.gov/Civil-Rights/For-individuals/ Section-1557/Translated-resources OCRComplaint@hhs.gov (800) 368-1019, (800) 537-7697 (TDD) OCR, 200 Independence Avenue SW, Room 509F, HHH Bldg., Washington, DC 20201
English: ATTENTION: If you speak English, language assistance services, free of charge, are available to you. Call toll-free (800) 431-4135, (800) 735-2900 TTY. Español (Spanish): ATENCIÓN: si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al (800) 431-4135, (800) 735-2900 TTY. Tiếng Việt (Vietnamese): CHÚ Ý: Nếu bạn nói Tiếng Việt, có các dịch vụ hỗ trợ ngôn ngữ miễn phí dành cho bạn. Gọi số (800) 431-4135, (800) 735-2900 TTY. 繁體中文 (Chinese): 注意 : 如果您使用繁體中文, 您可以免費獲得語言援助服務 請致電 (800) 431-4135, (800) 735-2900 TTY. Русский (Russian): ВНИМАНИЕ: Если вы говорите на русском языке, то вам доступны бесплатные услуги перевода. Звоните (800) 431-4135, (800) 735-2900 TTY. 한국어 (Korean): 주의 : 한국어를사용하시는경우, 언어지원서비스를무료로이용하실수있습니다. (800) 431-4135, (800) 735-2900 TTY. Українська (Ukrainian): УВАГА! Якщо ви розмовляєте українською мовою, ви можете звернутися до безкоштовної служби мовної підтримки. Телефонуйте за номером (800) 431-4135, (800) 735-2900 TTY. 日本語 (Japanese): 注意事項 : 日本語を話される場合 無料の言語支援をご利用いただけます ((800) 431-4135, (800) 735-2900 TTY. まで お電話にてご連絡ください.ناجملاب كل رفاوتت ةیوغللا ةدعاسملا تامدخ نإف ةغللا ركذا ثدحتت تنك اذإ :ةظوحلم (Arabic): ةيبرعلا ھ مصلا مكبلاو TTY: (008)-0092-537,(008)-5314-134 مقرب لصتا ภาษาไทย (Thai): เร ยน: ถ าค ณพ ดภาษาไทยค ณสามารถใช บร การช วยเหล อทางภาษาได ฟร โทร (800) 431-4135, (800) 735-2900 TTY. Română (Romanian): ATENȚIE: Dacă vorbiți limba română, vă stau la dispoziție servicii de asistență lingvistică, gratuit. Sunați la (800) 431-4135, (800) 735-2900 TTY. ខ ម រ (Cambodian): ប រយ ត ន ប ស នជ អ នកន យ យ ភ ស ខ ម រ, ស វ ជ ន យផ ន កភ ស ដ យម នគ តឈ ន ល គ អ ចម នស រ ប ប រ អ នក ច រ ទ រស ព ទ (800) 431-4135, (800) 735-2900 TTY. Cushite: XIYYEEFFANNAA: Afaan dubbattu Oroomiffa, tajaajila gargaarsa afaanii, kanfaltiidhaan ala, ni argama. Bilbilaa (800) 431-4135, (800) 735-2900 TTY. Deutsch (German): ACHTUNG: Wenn Sie Deutsch sprechen, stehen Ihnen kostenlos sprachliche Hilfsdienstleistungen zur Verfügung. Rufnummer: (800) 431-4135, (800) 735-2900 TTY. یارب ناگیار تروصب ینابز تالیھست دینک یم وگتفگ یسراف نابز ھب رگا :ھجوت (Farsi): فارسی TTY. (800) 735-2900 431-4135, (800) امش Français (French): ATTENTION: Si vous parlez français, des services d aide linguistique vous sont proposés gratuitement. Appelez (800) 431-4135, (800) 735-2900 TTY. 15MCD 052017
You can get this document in another language, large print, or another way that s best for you. Call toll-free (800) 431-4135. TTY users call (800) 735-2900. HealthyFocus Spring 2965 NE Conners Avenue Bend, Oregon 97701 PRSRT STD US POSTAGE PAID BEND OR PERMIT NO.12 Usted puede recibir este documento en otro idioma, impreso en letra más grande o de cualquier otra manera que sea mejor para usted. Llame al número gratuito (800) 431-4135. Los usuarios del servicio TTY pueden llamar al (800) 735-2900. www.communitysolutions.pacificsource.com HealthyFocus Spring 2017