Member Guide

Within 2 business days of submitting your Direct Care Agreement, you will receive receive a call from our staff and a welcome email with your physician’s direct phone number and email address. Please SAVE that contact information into your phone and email contacts. You will use that phone number and email to communicate with our office and your physician.

CONTACTING YOUR PHYSICIAN

During Office Hours (7:30 am - 4:30 pm): You have been given a phone number that is your direct line to your physician. If he/she is with another member, ProPartners staff will answer your call. If neither is available, you will be directed to the auto attendant. Please leave a voice mail message with your full name, DOB and reason for calling. Your physician will be notified that a message has been left.

After Office Hours/Weekends: The phone number you have been given is a direct line to your doctor. If your physician does not answer the call, please leave a voice mail message with your full name, DOB, and reason for calling. Your call will be returned promptly. In the event that your physician is unavailable (vacation, illness, etc.), another ProPartners physician will respond to your call.

 

COMMUNICATION BETWEEN YOU AND YOUR PHYSICIAN

Your safety, convenience and privacy are our highest priorities. Our communication systems and policies are designed to comply with federal regulations (HIPAA) in order to protect your privacy. Under all circumstances, our physicians and staff are required to use the communication method that they feel is most appropriate for the information that needs to be conveyed.

When ProPartners physicians and staff communicate with you concerning confidential health information, we will either call you or send secure messages/documents via our patient portal (Elation Patient Passport). If you initiate contact with our office, we will respond “in kind” (using the same method) if appropriate. Be advised that most voice mail, email, and text messages are not secure and technically are not recommended under HIPAA guidelines.


TEXT/EMAIL COMMUNICATION

The contact information you have been given is your direct “line” to your physician. Always provide your full name and date-of-birth in your text or email. The physicians check their email and text messages regularly between the hours of 7:00 AM and 10:00 PM, but neither email nor text should be used for urgent communications. If you do not receive a response within the expected time, please assume the message was not received, and call instead. Occasionally, in order to protect your confidential health information, responses to your emails/texts may be delivered through your Elation Patient Passport account. You will be notified when that is the case (see below).


elation patient passport

ProPartners maintains a patient portal (Elation Patient Passport) to provide you with direct secure access to your electronic medical record. Your physician and ProPartners staff will utilize this portal whenever the information being communicated is deemed sensitive.

Elation Patient Passport lets you keep in touch with your doctor's office between visits, so that your visit takeaways, lab results, and recommended healthcare steps are captured in one place. You may also access clinical information like your allergies or medications for use as a reference and to share with your other clinical providers.

Once your portal account is activated, it may be accessed via our website "Members Only" tab or HERE.  You may also access the portal directly at https://app.elationpassport.com/passport/login/.

You can securely message your doctor or our office staff about your care, test results or any non-urgent questions you may have. Whenever your physician or ProPartners staff member initiates a portal message, you will receive a text or email notification that a message has been posted to your Elation Patient Passport account. The email will contain a link to the portal log-in page.

 

Scheduling an In-Office Visit or Virtual Visit

Your physician will see you in our office or talk with you on the phone (virtual visit) by appointment. Members are guaranteed same-day or next-day consultations either in the office or by phone for urgent needs. Appointments for health assessments can typically be scheduled within a week.

To schedule an in-office or virtual appointment, call your doctor's direct-dial phone number DURING OFFICE HOURS or request an appointment online HERE. Please indicate if you are requesting a virtual visit (phone) rather than an in-person visit. The following guidelines may be helpful in scheduling the appropriate type and length of your appointment.

 

VISIT TYPE GUIDELINES

Many medical questions and concerns may be discussed with your physician over the phone, but some medical concerns require an in-office visit. Please consider the following guidelines when determining which type of visit is most appropriate:

Virtual visits (phone, video chat) may be appropriate for the following reasons:

  • Lab results
  • Blood pressure follow-up
  • Respiratory complaints (cough, cold, sore throat, etc.) WITHOUT shortness of breath, wheezing, or chest pain
  • Simple back strain
  • Testosterone follow-up
  • ADD prescription refills (4 month)
  • Erectile dysfunction
  • Rashes (if you can send pictures to the doctor)

An in-office visit will be required:

  • NEW Patient Visit – any reason
  • Chest pain
  • Abdominal pain
  • Shortness of breath/wheezing
  • Heart palpitations
  • Syncope (fainting)
  • Dizziness
  • Severe headache (new onset)
  • Testicular pain
  • Requests for controlled substances (narcotics, sleeping medications, anxiety medications, etc.)
  • Health Assessments(Preventive/Physicals)

 

Visit Length Recommendations

Your appointment will be scheduled to allow ample time to fully address the stated reason(s) for your visit. When planning your time and reserving ours, please consider the following guidelines for the total time it is anticipated you will be in our office:

1 Concern 30 min. (Virtual visit: 15 min.)
1 Concern of the following types:
  • Chest Pain
  • Shortness of breath/wheezing
  • Heart Palpitations
  • Emergency or Hospital follow-up
45 min.
2-3 Concerns 45 min. (Virtual visit: 30 min.)
3+ Concerns 60 min. (Virtual visit: 45 min.)
Surgery or Procedure 45 min.
Basic Health Assessment 1 hour
Milestone Health Assessment 2.5 hours

 

Milestone Health Assessments

Our doctors recommend that Direct Care Members who are over 40 years of age have a Milestone Health Assessment every 5 years. These comprehensive "executive physicals" are offered at a heavily discounted price of $400, which is less than 20% of retail. To see what is included in these assessments click: WHAT DO I GET?


Outside Services

When it is necessary to send you outside our office for specialized services, we will work with you to refer you to a provider who is in network with your insurance, if you wish to use it. ProPartners has negotiated special pricing for our Direct Care Members who wish to pay directly rather than to use their insurance. We will provide the available options and pricing as needed.