Emergence Health Network (EHN) now offers Telehealth/Telemedicine services to better serve its clients. Through this digital service called doxy.me EHN consumers now have the option to access time with their provider remotely.  This does not replace traditional care,  it supports it.  With telemedicine care, your EHN providers can continue to care for you through in patient-person care while still providing the flexibility and convenience of seeing you remotely for follow up visits, and education when appropriate or necessary.

INSTRUCTIONS

To learn more on how to use doxy.me click HERE to view a step by step guide. You can also watch a tutorial video by clicking HERE for the English video and click HERE for the Spanish video.

 CONSENT TO PARTICIPATE IN TELEHEALTH/TELEMEDICINE TREATMENT FORM

All EHN clients must complete the Consent to Participate in Telehealth/Telemedicine Treatment form and return it to medicalrecords@ehnelpaso.org before your first telehealth/telemedicine service.

To access the Consent to Participate in Telehealth/Telemedicine Treatment form click HERE

QUESTIONS

If you have any questions regarding Telehealth/Telemedicine services at EHN email healthinfo@ehnelpaso.org or contact you EHN clinic or caseworker.

EHN Patient Portal is offered through a secure online website that gives patients convenient anytime access to their protected personal health information.  Using a secure username and password, patients can view health information such as; demographics, diagnosis, medications, recent doctor visits, and much more.  All the information in the EHN Patient Portal account comes from your electronic health record with Emergence Health Network which allows you to:

• View protected health information online
• Send a message to request an appointment
• Send a message to request prescription refills
• Exchanged messages with providers between visits
• Convenient online access whenever needed

To enroll and get started click on this link EHN Online Patient Services

If you have questions send email to patientportal@ehnelpaso.org or call (915) 887-3423

Physician’s Health Information Exchange (PHIX) streamlines the flow of a patient’s health information between healthcare providers.  With PHIX, a patient’s health information is safely stored in their Community Health Record which means all of their health information, including lab results, imaging, and prescriptions, is in one place. This can help a patient’s doctor manage their care.  In the past, health providers shared health records by telephone, fax, mail or limited computer networks.  It was time-consuming and not the most reliable.   Today, doctors can locate a patient’s health records in a matter of minutes with PHIX.  The better flow of information between doctors, labs, and pharmacists gives a patient’s doctor a more complete picture of any health concerns and how to treat them.

If a patient’s doctor refers them to a specialist or there is an emergency,  an individual’s health record is already in the system.  That means no more second-guessing the names of medications and no more duplicate lab orders.

The health information will only be accessed on a need-to-know basis and providers determine what information will be included in a person’s Community Health Record that may include:

• Diagnoses and treatment
• Allergies and drug reactions
• Medications and immunizations
• Lab and x-ray results
• Other clinical reports

Limited information may be used for community health purposes to identify health trends and access service needs. However, a person will never be personally identified for community health purposes.  The PHIX team will only have access to information to provide technical and administrative support.  PHIX will not sell a patient’s personal information for any reason.

An individual does not have to participate. At Emergence Health Network, a client must “opt in” in order to participate and can only do so by completing an “opt in” form that must be given to them by their assigned EHN caseworker.  Once completing the “opt in” form,  consumers must then return it to their assigned caseworker for processing.

If an individual decides later to “opt out” of the program, they can.  Simply request an “opt out” form from the designated caseworker, fill it out and return it to the caseworker for processing. If a person decides to “opt out”, their health information will not be available through a Community Health Record. Only a patient’s name, address, gender, date of birth, and availability status will be viewable. A decision not to participate will not affect a person’s ability to receive healthcare through EHN.  It applies only to sharing information through PHIX and does not affect other authorized sharing of health information between providers.

To learn more speak to an EHN Caseworker, call (915)242-0674 or visit http://phixnetwork.org/

The Emergence Health Network’s Patient Privacy Policy defines controls used to safeguard the protected health information of all EHN consumers.

Click here to view  EHN Patient Privacy Policy

The Emergence Health Network’s Notice of Privacy Practices describes how medical information about our EHN clients may be used and disclosed and how clients can get access to this information.

Click here to view EHN Notice of Privacy Practices English

Click here to view EHN Notice of Privacy Practices Spanish

As the Local Mental Health Authority in El Paso, Emergence Health Network is dedicated to serving individuals with a mental health, substance abuse diagnoses and/or intellectual/developmental disability. Although EHN is the largest provider for these services in El Paso County, there are also several other local groups/agencies that are valuable resources and committed to serving the residents of El Paso.

Click here to view the El Paso Community Resource Guide

If you would like a copy of your medical records, please follow the instructions below.

Option 1: To request records via online send email to medicalrecords@ehnelpaso.org with your name, email and phone number.  

Option 2: Submit Consent to Release Medical Information 

Click HERE for the Consent to Release Medical Information form in English. Next print the form, sign it, and submit.

Click HERE for the Consent to Release Medical Information form in Spanish. Next print the form, sign it and submit.

Instruction to submit form:

• Fax to (915)351-4707
• Drop off at 1600 Montana Ave. El Paso, TX 79902 attention: Medical Records 3rd floor
• Email to MedicalRecords@ehnelpaso.org
• Attach Release Form through Message Center in the EHN Patient Portal

Mail to:

• Emergence Health Network
• Attn: Medical Records 3rd floor
• 1600 Montana Ave. El Paso, TX 79902

You request will be processed and sent via the delivery method specified in the authorization form. If you need assistance in filling out the form please contact us at 915-887-3423.

Questions and Answers:

• Q: What happens after I submit my request for medical records authorization?
• A: You will receive a phone call confirming we have received your request.
• Q: How long will it take for me to receive my records?
• A: Your request will be processed within 10 business days from receipt of a valid signed request.
• Q: How will my request be sent to me?
• A: Your request will be sent to you as instructed on the consent or you may call to arrange pick up.
• Q: Who can I contact if I have questions about my request?
• A: You can contact Medical Records at (915) 887-3423 or by email at MedicalRecords@ehnelpaso.org

The federal government recently updated the Federal Poverty Guidelines. In response, the Health and Human Services Commission has revised the Monthly Ability-to-Pay Fee Schedule effective March 1, 2020. To view the Pay Fee Schedule click HERE

To view the Client Non-Discrimination Policy click HERE

You can find the current 2020 Federal Poverty Guidelines at https://aspe.hhs.gov/poverty-guidelines

Information on the Sliding Fee Schedule can be located at the following link under “Rates”  https://hhs.texas.gov/doing-business-hhs/provider-portals/behavioral-health-services-providers/local-mental-health-authorities

Providers must conduct financial assessments in accordance with 25 Texas Administrative Code §412.106. A person’s Maximum Monthly Fee (MMF) is based on the financial assessment and calculated using the attached schedule. The MMF takes into consideration income, extraordinary expenses (e.g., major medical expenses), childcare, major property loss or damage, and the number of family members.

Payment for Services

As a courtesy to our consumers, Emergence Health Network will file claims with your insurance company. However, it is ultimately your responsibility for the full and timely payment of your account.

Payment of your estimated consumer portion is expected at the time the services are rendered. This payment will include deductibles, copays, and co-insurance due for the visit.

What do I bring to my appointment?

You will need to bring:

• A photo ID
• Your legal guardian if you are 17 years of age or younger
• Proof of insurance such as Medicaid, Medicare and/or private insurance (if applicable)
• Medical History paperwork
• Patient eligibility for the Sliding Fee Discount Program, bring  proof of income and family size (including what/who is included or excluded)

How do I pay for services at Emergence Health Network?

Emergence Health Network (EHN) takes many forms of payments.  We offer a manageable payment plan, we accept Medicaid, Medicare, and private insurance.

You give EHN permission to seek payment from our health insurance.  This may include:

• Medicare
• Medicare Advantage Plans
• Children’s Health Insurance Program (CHIP)
• Texas Medicaid/Medicaid Programs – STAR, STAR Plus, STAR Kids
• Private Health Insurance Plans

If your insurance has co-pays, you must pay your co-pay for each service.

Individuals calling The Joint Commission’s patient safety event phone  line at 1-800-994-6610 will receive automated instructions on how to file a report or concern; the line will no longer be answered by a staff member.  This is being done to lessen confusion and to provide more accurate information for the caller.  In particular, this will help address the issue of callers attempting to contact by phone to report patient safety events, as these reports must be submitted in writing.

According to Accreditation Participation Requirement (APR) standard APR .09/01/01, organizations need to update their  notice instructing patients on how to contact The Joint Commission with the following information about reporting patient safety concerns:

• At http://www.jointcommission.org using the “Report a Patient Safety Event” link in the “Action Center” on the home page of the website
• By fax to 630-792-5636
• By mail to The Office of Quality and Patient Safety (OQPS),  The Joint Commission, One Renaissance Boulevard, Oakbrook Terrace, Illinois 60181

Reports of patient safety events to The Joint Commission must include the health care organization’s name, street address, city and state.

In the course of evaluating a report, The Joint Commission may share the information with the organization that is the subject of the report.  Joint Commission policy forbids accredited organizations from taking retaliatory actions against employees for reporting quality of care concerns to The Joint Commission.

Patient safety events reports can be submitted anonymously and confidentially.  However, those who provide their name and contact information enables The Joint Commission to contact them for more information, if necessary, and to confirm how the report is handled.

Accredited and certified organizations can still reach OQPS by emailing patientsafetyreport@jointcommission.org or calling the Sentinel Event Phone Line at (630)792-3700.  The process of self-reporting sentinel events remains the same. OQPS cannot determine over the phone if an event meets Sentinel Event criteria.  Health care organizations must open a Sentinel Event Report on the Joint Commission Connect extranet site by selecting “Self-Report Sentinel Event” from the dropdown list of “Continuous Compliance Tools.” After the Sentinel Event Report is reviewed, the patient safety specialist assigned to the incident will call the employee who opened the report to discuss reviewability and next steps.

To view the EHN Joint Commission Quality  Report click HERE

To view the 2021 Joint Commission National Patient Safety Goals click HERE

EHN clients can access the Client Rights Handbook for Mental Health and IDD by clicking on the link below. This handbook is provided to make all clients aware of the rights guaranteed to them while receiving services within the Department of State Health Services (DSHS) system. This listing of rights is not complete, but rather, it should increase awareness that individuals have rights as a citizen unless there is specific reason to restrict them under law or court order.

Saul Rodriguez, Client Rights Officer

• 915-887-3435 ext. 18886
• CRO@ehnelpaso.org

To access the Client Rights Handbook for Mental Health and IDD click HERE

Resources below for people with intellectual or developmental disabilities: English and Spanish

Your Rights in the Home and Community-based Services Program

Your Rights in the Texas Home Living Program

Your Rights in Local Authority Services

Recursos para personas con discapacidad intelectual o del desarrollo:

Sus derechos en el Programa de Servicios en el Hogar y en la Comunidad

Sus derechos en el Programa de Texas para Vivir en Casa

Sus derechos al recibir servicos de la autoridad local de salud mental

Sus Derechos En los programas de las autoridad local

Sus Derechos En el Programa de Servicios en el Hogar y en la Comunidad (HCS)

Sus Derechos bajo un Programa de Texas para Vivir en Casa (TxHmL)

HHSC Grievance Reporting Acknowledgement

At admission, Emergence Health Network (EHN) provides and explains the agency’s grievance procedures to all clients, and family members. If any individual at the facilities wants to file a grievance against EHN, the contact information to do so is listed below for the Texas Health and  Human Services (HHS) Ombudsman’s Office in a public area for
participants and visitors to view it.

HHS Ombudsman’s Contact Information:
Website: http://hhs.texas.gov/about-hhs/yourrights/hhs-office-ombudsman
Phone: 877-787-8999
Fax: 888-780-8099
Mailing Address:
HHS Office of the Ombudsman
P.O. Box 13247
Austin, Texas 78711-3247

Document Control No.:4109
Effective Date: 02/12/2021