Below you will find some of our clinic policies and answers to frequently asked questions about how we operate. We are pleased to have you as a patient and look forward to taking care of your healthcare needs.
Canby HealthCare Clinic is a Primary Care Home. Within the clinic there are primary care providers, mental health providers, and a laboratory for specimen collection including blood draws, drug screens, and urinalysis. Canby HealthCare Clinic is able to see patients across the lifespan. However, if you are under the age of 15, your parent/guardian will be required to sign consent for treatment for your medical care. If you are under the age of 14, a parent/guardian will be required to sign consent for treatment for your mental health care. Regardless of the age of consent, families are always encouraged to participate in a child’s physical and mental health care.
Our regular business hours are Monday-Friday 8am-4pm. Our office number is 503-266-7686. For inclement weather we follow Canby School District’s closures and late start schedule. For safety purposes we cannot allow unattended children to wait in the lobby.
Your care team will be made up of a Family Nurse Practitioner, Medical Assistants, and possibly a Psychiatric Mental Health Nurse Practitioner and/or a Behavioral Health Consultant. Of course, the most important piece to your care team is YOU. You have knowledge and experience on your own health that is a crucial piece to the medical decision-making process. Our goal is for you to always feel empowered to tell your provider what your needs are and let us know when you aren’t happy with your current plan of care.
The medical providers in this practice are all Family Nurse Practitioners (FNP). They are experienced registered nurses who have had additional education to become certified Family Medicine Providers. They are well-prepared for Primary Care and are able to diagnose and treat disease. They order tests, prescribe medications, and are responsible for the prevention and screening for chronic diseases. Visits with your Primary Care Provider can last anywhere from 15 to 30 minutes.
The mental health provider in this practice is a Psychiatric Mental Health Nurse Practitioner (PMHNP). They are an experienced registered nurse who has additional education in mental health to become a board certified Psychiatric Mental Health Nurse Practitioner. A PMHNP will diagnose and treat mental health disorders through the use of therapy and psychotropic medication when necessary. These visits will be separate from your primary care visit and can last anywhere from 30 to 90 minutes.
The Behavioral Health Clinician (BHC) has an educational background in psychology or social work and is either a licensed counselor, social worker, or is an intern working towards their licensure. The BHC
specializes in assisting patients through lifestyle changes in order to improve their physical health outcomes. The BHC may assist you with healthy eating, quitting smoking, or support you in taking your medication as prescribed by your FNP. The BHC will sometimes see you during a primary care appointment with your Primary Care Provider, or other times they may see you in a separate visit. Visits with a BHC can last anywhere from 5 to 30 minutes.
The clinic is supported by several Medical Assistants (MA). Medical Assistants complete a certification program and pass an exam to become licensed Medical Assistants. Medical assistants are crucial members of the medical team as they do a lot of behind the scenes work to get your needs met. For example, they get records from your other providers so that all your healthcare providers know what is going on with you, they assist in making sure your provider has what they need for your visit today and will be the ones to draw your blood should your provider order blood tests. They will check you in to your visit, show you to a room, and then take all your vitals (blood pressure, weight, etc.) before you see your provider. When you call the clinic you’ll likely speak to an MA as well.
For your first visit you will want to arrive 30 minutes early in order to allow for enough time to fill out the new patient paperwork. This also applies for your first visit with the PMHNP as there will be additional paperwork to fill out prior to that appointment. Please bring your insurance card to your first visit at the clinic and be sure to let us know when your insurance provider changes. Please also bring a list of your medications or bring the bottles if that is easier. If there is anyone else in your life who you believe could offer important information to your provider during your visit, please feel free to bring them along. If you want anyone else, a family member or another healthcare provider or therapist, to be able to communicate with your provider please be sure to sign a Release of Information (ROI) today. The ROI tells us you’re okay with us communicating with these particular people about your care. You are free to revoke that ROI at any time.
Each of the providers in this office keeps a different schedule so as to provide comprehensive availability to our patients. Generally, you should make appointments to only see your provider unless you have an urgent same-day need that happens when your provider is out of the office. Our office staff is happy to take phone messages but please be aware that if your concern is new and has not been discussed at a prior appointment it is usually best to schedule an office visit. The medical team does their best to return calls and messages through the online portal within two business days.
As a patient at Canby HealthCare Clinic you will have access to a secure online portal where you can communicate with your providers, view your lab results, and view your visit summaries. Once you have established with a provider, you will receive an email to set up your login. You will be able to access the portal through the link found on our website at CanbyHeathCareClinic.com. Please do not use the portal to communicate urgent needs. Should you need to speak to someone within the same business day, please call the clinic directly. If it is an emergency, please call 911 or go to your nearest hospital. As a reminder, the clinic is not open on weekends and a mental health provider is only available
Monday-Thursday. If you send a message through the secure portal to your provider on a day they are not in the office, someone will return your message as soon as the provider has returned to the office. Portal messages will not be viewed or answered outside of business hours.
We understand that sometimes needs arise over the weekend or after hours that cannot wait until the next day. In the event that you are seen in an emergency department or urgent care, we would like you to follow-up with your provider within a few days of that visit, so they can remain up to date on your health status and monitor your progress. Unless your concern is life-threatening, please try to contact your provider prior to going to the hospital or urgent care. We do maintain an after-hours answering service that can be reached at 503-266-7656 and a provider should be in touch within an hour.
Should you need mental health support after hours there are several crisis lines available. The local Clackamas County Crisis Line is 503-655-8585 and the National Suicide Hotline accepts calls or text messages at 1-800-273-8255. If you are having a mental health emergency call 911 or go to your local emergency room or Unity Psychiatric Hospital in Portland.
Most of our imaging is done at Providence in Canby given their proximity to us. If you have a preference or would like to go to Legacy Meridian Park instead, please let us know.
The referral process to have you see a specialist can be somewhat complex. When your provider places a referral it often must be approved by your insurance. After the referral is approved our office staff sends the referral note to the specialist office. Generally, they should contact you to schedule an appointment, and unfortunately many offices do not confirm with us after this takes place. We will notify you by phone when your referral is approved with information about the referral clinic and a phone number for you to schedule. It is generally best for you to reach out to the referral office to schedule rather than waiting for them to contact you.
Our providers generally prefer to go over lab results with you rather than send them in the mail and will call or have you schedule an appointment to discuss results a week or two after labs are sent. If you prefer to receive copies in the mail, please let our office staff know.
Our providers do their best to authorize refills promptly, but it is best for you to allow at least 2 business days for refills to be sent back. Please do not wait until your medication has run out to request a refill. Also understand that if you have not been seen in the office recently or if labs are due the provider may ask you to be seen in the office prior to issuing refills.
If you are requesting a refill on a medication through the clinic’s PMHNP, you may be asked to come in for a visit prior to getting a refill. In addition, stimulant medication and benzodiazepines will not be refilled without being seen first so please plan accordingly.
It is the policy of Canby HealthCare Clinic to provide essential medical services regardless of the patient’s ability to pay. Discounts are offered based upon household income and size. A sliding fee schedule is used to calculate the basic discount and is updated each year using the Federal poverty guidelines. Once approved, the discount will be honored for 6 months, after which the patient must reapply.
A completed application including required documentation of the home address, household income, and any insurance coverage must be on file and approved by the business office before a discount will be granted. If the applicant appears to be eligible for Medicaid, a written denial of coverage by Medicaid may also be required.
Our office will call you the day before your appointment to confirm with you. If a voicemail is left, we will require you to call back to confirm. If your appointment is on a Monday, they will call you on Friday. It is important that you remember to come in for your appointments. If you need to cancel for some reason, we will need a 24-hour notice unless your appointment was made the same day. If no one answers you can leave a voicemail to let us know you will need to cancel. Cancellations that are not 24 hours in advance will count as a no show as well as missed appointments without notice. Once you have accumulated 3 no-shows within a year you may be dismissed from our clinic.
In the interest of continuity of care and maintaining a therapeutic relationship with your provider we have a general clinic policy that if you decide to transfer care to a different PCP, we do not accept patients returning to re-establish with that PCP.
It is the policy of this clinic to monitor patient who require extended treatment with federally controlled substances. The policy is designed to assure compliance with the treatment regimen, reduce diversion and sale, and detect abuse of other substances including alcohol. Drug testing will be done on a random basis. All patients requiring such treatment will sign a contract outlining benefits and risks of such treatment, compliance standards, and consequences of failure to comply with the contract. The contract will be reviewed and signed by the patient at least annually.
If you have a complaint or concern about your treatment, we encourage you to discuss this with your provider directly, so they can attempt to address your concern. Should you still wish to file a grievance with the clinic, it must be in writing, contain your name and address, and describe in detail the problem. This can be handed to a clinic staff or mailed to the clinic. If this does not meet your needs, you may also contact the Board of your provider.
To find out more about our practice and policies, please download the Clinic Orientation for Patients brochure.