This document provides an overview of Su Clinica, a community health center. It details the services provided, including clinical services across pediatrics, dental, women's health and more. It discusses the center's role as a Federally Qualified Health Center and its focus on serving the uninsured and those in poverty in Cameron and Willacy Counties. The document also outlines policies, procedures, emergency preparedness plans and compliance programs expected to be followed by employees, students and volunteers at Su Clinica.

1. Welcome to Su Clinica!
We welcome and thank you for allowing Su Clinica to be part of your volunteer &
educational experience.
Su Clinica has served the needs of the Lower Rio Grande Valley for over 40 years.
Everyday our dedicated health care professionals and support staff work hard to fulfill
our vision to achieve a high standard of excellence in health care delivery and clinical
education, and be recognized as a leader in community health

2. A Community Treasure
As a community health center, Su Clinica is seen as a Community Treasure. By
opening up our doors to uninsured families, pregnant women, children and
migrant and seasonal farm workers, we are able to provide vital primary health
care to families who would otherwise go without the medical/dental care due to
a lack of financial resources.

3. What is an FQHC?
(Federally Qualified Health Center)
•A community health center that provides comprehensive, primary
health care
•Spread across 50 states they provide services to over 17 million
Americans with limited resources
•More than 1150 centers across 50 states and U.S. territories
•They save the national health care system between $9.9m and $17.6m
a year helping patients avoid emergency rooms and making better use
of preventive services
•Directed by a Board of Directors, 501(c3) non- profit status,.
•Serve 20% of low – income, uninsured population in their communities
•However, 70% of their client population live in poverty
•Cameron County 2009 median household income $30,760 (U.S.
$48,286)
•Persons below poverty level Cameron County 34.0% (U.S. 17%)

4. “Together, we are transforming healthcare,
improving lives, and building healthier
communities.”
Vision

5. Mission
“To promote a healthier community by providing
access to high quality, comprehensive medical care,
health education, and support services.”

6. Service Area & Operating Sites
Cameron County:
Harlingen, Brownsville, Santa Rosa
Willacy County:
Raymondville and a satellite WIC clinic in La Sara
Valley Baptist Medical Center Continuity of Care

7. What we do:
We provide affordable and accessible
healthcare of high quality and exceptional
value.

8. What we offer

9. Clinical Services
 Pediatrics
 Dental
-General
-Pediatric
-Hospital Dentistry (adults and children)
 Women’s Health
-Family Planning Service
-Preventive Services
-Prenatal Care
 Internal Medicine

10. Clinical Services
 Podiatry
 Mental Health Services
 24- hour on-call hospital services
 Evening and weekend pediatric clinics

11. Ancillary Support Services
 Laboratory
 Radiology
 Nutrition
 Pharmacy
 Case Mangagment
 Counseling / Crisis Intervention

12. Other Services
 Social Services
 Integrated benefit enrollment
 Speciality Referrals
 Community Outreach

14. Patient Demographic Data
Pediatric
(ages 0-17)
37%
Hispanic
95%
Women
64%
• <100 of Poverty
69%
• Medicaid
27%

15. Collaborative and
Outreach Programs
Diabetes Collaborative-
Provides personalized case management services to diabetic patients. The focus is on
prevention and education. Our goal is to is to ensure that our patients know what they need
to do to prevent from becoming diabetic and for those patients who are diabetic, we provide
them with the education and resources needed to manage their illness.
Healthy Start-
Provides case management to high-risk mothers-to-be. Healthy Start focuses on
teenage/older moms, those w/ high risk pregnancies, a family history of diabetes or social
issues such as domestic violence or depression. This program will follow the mom from the
first trimester all the way until the child turns two, providing information such as child birth
classes, breast feeding classes, nutritional classes, and other useful information to help the
mom be confident about her skills as a a new mother. As part of the program our staff will
also do home visits especially after the baby is born to make sure that the mom is coping well
w/ the new baby.
Community Enrollment Program-
This program is designed to educate the community about available services in the
community such as Medicaid, CHIP, food stamps, TANF, and other available resources that
many do not know exist. Our employees are certified to enroll interested individuals into
programs such as Medicaid, CHIP and SCF services. Their main goal is to ensure that all the
children in our service area are on some sort of insurance coverage.

16. Migrant and Seasonal Farm workers
As mentioned earlier in the presentation, SC has a large focus on our migrant and seasonal farm working
patients. We want to ensure that we are sending out healthy families so they can focus on meeting the financial
needs of their families.

17. Su Clinica’s Patients
Las Colonias
As you may have seen from our statistics, about 79% of our patients live below 100% of the poverty level. Many of them live in living
conditions such as the one in this image. Many live in colonias that have no running water, electricity or sewage systems. Therefore, it is
important when presenting treatment plans whether it be in the clinical area or the front desk area, that we ask the patient if there is anything
that will prevent them from following the treatment plan. This will give them the opportunity to let you know whether you need to refer them to
social services, where they can get assistance from outside agencies.

18. Everyone Plays a Role

19. SC Coordination of Care
Lab
Internal
Medicine
Patient
Pedi Dental
OB/GYN
Nutritional
Services
Diabetes/Education
Services
Nursing
Physicians/
Practitioners
Pharmacy
Podiatry
Social
Services/CM
Radiology Mental
Health
Hospice
Home
Health
Nursing
Home
Community
Services
Special
State/Federal
Programs
School
Clinics
Hospital
Referrals
Adult
Daycare
Collaborative
Networks
Specialty
Consults
Specialty
Diagnostics
Community
Based Health
Initiatives
Community
Outreach
Medical
Records
Acute Care
Hospital
Specialty
Med Surg
Services
PCMH

20. General Policies
SMOKING
Smoking is completely prohibited at SC and that includes the parking lot
ILLEGAL DRUGS
Illegal drugs are also prohibited. With illegal drugs, if you are thought to be under the
influence of drugs, we can do drug screenings and if you are found to be positive, you will
be released from the program
DRESS CODE
Your dress code will be specific to your department. Clinical students must wear scrubs
and closed toe shoes, residents and medical students may wear professional attire with
closed toe shoes and a white lab coat. Front office students have the option to wear
professional attire or scrubs. Aside from appropriate attire, name tags will also be part of
your dress code. Your name tags must be worn at all times when in the clinic.
SOLICITATION
Solicitation is completely prohibited and that includes direct sales of merchandise such as
Avon, school fundraising items or promoting your personal business. This type of activity
violates our corporate compliance program and interferes w/ clinic operations.

21. Customer Service
Su Clinica is committed to excellence in customer service.
The Following are the expectations of all of the
Employees, students and volunteers of Su Clinica
 Promote a customer focused environment by proactively addressing patient concerns
 Demonstrate a caring, compassionate attitude
 Exhibit professional courtesy and be supportive of patients, co-workers & visitors
 Demonstrate commitment to providing prompt and efficient service
 Contribute to achieving high patient satisfaction
 Exceed performance expectations

22. Technology
•Cell phones on the floor
•Computer access
•Social networking
• Web surfing

23. Human Resources
Su Clinica believes that the quality of our employees,
students and volunteers is the key to our continued
success!
This means, do your best in all that you do. We do expect that you
will have a lot of questions and that you may not be familiar with
many of the processes and procedures of our organization. We are
here to guide you and to provide you with the support that you need
to grow from your experience. Please do not hesitate to ask any of
us for help.

24. GRIEVANCES
Harassment/Hostile Work Environment
- Verbal
- Physical/Sexual (direct and indirect)
Harassment is verbal or physical behavior that is derogatory, abusive or disrespectful
and it is prohibited in our organization. Any employee, student or volunteer found
engaging in such behavior directed to employees, contractors, patients or visitors at
the workplace will be subject to disciplinary action up to and including dismissal.
Anti - Discrimination
-Employment Act of 1967 prohibits discrimination based on age ( 40 +)
- American with Disabilities Act of 1990 protects the rights of individuals w/ disabilities
when applying for a job
-The Civil Right Act of 1964 prohibits discrimination based on color, national origin, sex
and religion
Reporting Mechanisms
Direct Supervisor, Volunteer/Student Services, Confidential Incident Report

25. Performance Improvement
Su Clinica encourages an environment of teamwork and active participation
through continuous quality and performance improvement activities
Employee, Student or Volunteer’s Role
Your role- To identify any areas that need improvement and to offer suggestions for improvement. Suggestions and input are not
exclusive to management. It is through the suggestions from patients, staff and students that we are able to continually improve our
services
• PDCA
P Plan a new process activity based on your suggestion
D Do it for a set time frame
C Check the progress at the end of the time frame, work out any missing details
A Act if the new process was a success, the train all of the staff, implement the new process and see the positive
outcome of your suggestion
• Performance Improvement Committees
Performance improvement committees comprise of 5-15 members that specialize in certain areas such as infection control, HIPPA,
Safety, etc. and depending on your suggestion, it will be appropriately routed to a committee that will work together to finds a
positive solution.
• Successful PI Projects
Pre-Printed prescriptions, EMR, digital x-rays and others that have come forth from positive suggestions
• National Patient Safety Goals
They are goals that are put in place to ensure that we are providing our patients with the safest care possible. These goals are
recommended by the Joint Commission, an accreditation board whose sole focus is patient safety.
• Reporting Mechanisms
Should you come across an area that you feel could benefit from improvement or you feel that it is affecting the operations of the
organization or negatively impacting your rotation, you do have the responsibility to report it to your supervisor, volunteer/student
service or to the PI Coordinator using the confidential incident report form.

26. Corporate Compliance
No member of Su Clinica or any of its Committees shall derive any personal
profit or gain, directly or indirectly, by reason of his/her participation
with Su Clinica
Examples of corporate compliance issues are:
conflicts of Interest, kick backs, self referrals, marketing, procurement,
antitrust, false billing, claims submission, and coding, using company supplies
for personal use, conducting personal business on company time, submitting
false time sheets, etc.
You are required to report any corporate compliance issues to the Corporate
Compliance Officer or by submitting a confidential incident report form.
“The Right Thing for the Right Reason All the Time”

27. BEHAVIOR
When at work – work
Be a positive voice for the organization
Report Violations
Justify all travel, overtime
Meet or exceed deadlines and expectations
No gifts, solicitations, kickbacks, conflicts of
interest
Stewarts of assets; working hours
Respect staff and patients
Protect all data it has integrity, such as payroll,
productivity, billing

28. PATIENT’S RIGHTS
Su Clinica recognizes the rights of each patient and provides care in a manner that
fosters dignity, autonomy, positive self regard, civil rights and patient involvement
Confidentiality/Privacy/Security
To know their rights
Resolution of complaints
Considerate care that respects patient’s personal values and beliefs
Information about fee schedules and payment policies
Ability to make informed care decisions
Ability to transfer Patient Care
Informed consents
Advanced directives
Pain Management
Addressing Ethical Issues
Recognizing and Reporting Abuse, Neglect, Domestic Violence
Age Specific Treatment
Cultural Competency/Sensitivity

29. Cultural Competency
Why is Cultural Competency/Sensitivity Important?
Developing culturally sensitive practices can help reduce barriers
Building rapport with your patients is a critical component of competency
development
Creates comfortable atmosphere for patients
Decreases complaints
Patients are more likely to return for services

30. Domestic Violence, Abuse and Neglect
Policy
Health care providers of Su Clinica are knowledgeable about
and alert to indicators of family violence and abuse or neglect of children,
elderly and disabled persons. It is the policy of SCF to be aware of
resources available to prevent such abuse and to provide protection and
resources for victims. It is the policy of SC that the clinic
doctors/practitioners and staff comply with laws concerning assessment,
documentation, referral and reporting of incidents of domestic violence,
abuse and neglect.

31. Domestic Violence, Abuse, Neglect
• All Volunteers/Students must be knowledgeable and alert
of violence, abuse, or neglect of children, elderly, and
disabled persons
• Volunteers/Students must be aware of resources
available to prevent abuse and provide protection.
• Volunteer/students will comply with laws concerning
assessment, documentation, referral and reporting of
incidents.

32. Rider 19 Responsibilities
• Understanding the process of reporting child abuse
• ALERTS: Minor under 14 years of age engaged in
sexual activity with any individual to whom minor is
not married. Minor is pregnant or confirmed
diagnosis of SDS acquired other than through
perinatal transmission or transfusion.
• First knowledgeable person must report a sexual
offense within 48 hours. Report local law
enforcement or CPS.
• See attached supporting documents
THIS CANNOT BE DELEGATED

33. WHAT IS HIPAA?
Health Insurance Portability and Accountability
Act of 1996 (HIPAA)
Protects individuals’ medical records and other
Protected Health Information (PHI)
Gives patient’s more control over their
health information
Sets boundaries on the use and release
of health records
Holds violators accountable with imposed penalties

34. HIPAA/MANAGEMENT OF INFORMATION
Su Clinica ensures that all measures are
taken to protect the patient’s right to privacy
• Security of medical records
• Release of information by only authorized personnel
• No discussions of patient information in public areas
• Providing environmental privacy
• Limited access to restricted areas
• Only legally authorized persons may view records unless authorized in
writing by the patient
• Reporting HIPAA violations

35. Su Clinica is committed to providing the leadership and support necessary to
maintain a safe, working environment for every person working or
visiting the clinics
SAFETY
Through policies and procedures, posted signs, administrative controls and
personal protective equipment we are able to provide a safe working
environment.
However, there is only so much we can do administratively. We can have
hundreds of rules and regulations in place but if there is someone not willing to
comply with them, there is a potential for an accident to occur.
It is important that we follow these rules and always be safety champions in our
WAR on hazards. Always be responsible for our own safety as well as the safety
of others

36. Emergency Preparedness
Kidnapping/Lost Child
Code “Adam”/”Eve”
Hazardous Chemical Spill
Code Green
Evacuation
Code Black
Cardiac/Medical Emergency
Code Blue
Fire
Code Red
Bomb Threat
Code Orange
Hostage
Code White
Suspicious letter or
package
Active Shooter: Code Silver
In the event of an emergency, employees will be responsible for the safety of the patients, students and volunteers.

37. Emergency Preparedness
R Rescue
A Alert
C Contain
E Evacuate
Code Red =

38. Hazardous Waste & Materials Management
The Texas Hazard Communication Act requires public employers to provide
employees with specific information on the hazards of chemicals to which
employees may be exposed to in the workplace. “The Right to Know Law”
Chemical Labels
Employee
Rights
MSDS
Lists
Education PPE
You have the right to know what chemicals you will be working with. They can be accessed through
the MSDS online (intranet). MSDSs provide you with all the detailed information required to handle
the chemical safely. You also have the right to be educated on how to handle those chemicals safely,
to know what PPE that you need to be wearing when handling the chemical, and to have the
chemicals you are working with properly labeled with the original or a secondary label. Ultimately
your rights are to have all of these pieces of the puzzle available to you. If you have even one piece
of the puzzle missing, you do have the right to refuse to work with this chemical.

39. General Safety Management
In the event that you are injured,
you must report it to your
supervisor immediately.
Work safely with your
needles to avoid sticks.
Work safely with your
chemical to avoid spills
Never lift anything heavy below the
waist or above shoulder level.
Always use a step stool when
you need to reach for
something above shoulder
level.
Avoid tripping hazards such as open
drawers, power cords, or clutter.
Always use proper body
mechanics to avoid strain
or fatigue.

40. Security Management Program
SC is equipped with a security system that helps us to identify violent or suspicious activities.
Should you identify a violent situation that puts your safety, or the safety of others in jeopardy, it is
your responsibility to call 911. It is better to over react and to later explain to the police that
everything is under control then it is for you to assume things will get better on their own or that
someone else will take care of it and someone ends up getting hurt because of our delay in calling
the police.
Name tags are also part of our security program. It allows us to identify whether you have cleared
volunteer/student services.
Guns or any other concealed weapons are not allowed in our facility.

41. Medical Equipment Management Program
If you come across a piece of equipment that is
malfunctioning, it is important that you pull it off the
floor, tag it with a DO NOT USE sign and notify your
supervisor so it can be repaired or replaced. Under no
circumstances should you continue using it.

42. Utilities System Management Program
Medica
SC ensures that all utility systems are properly maintained.
Please notify your supervisor if you notice any systems that are malfunctioning

43. Infection Control
Employee Health and
Immunization Programs
Universal Precautions
AIDS/HIV/HEP B Needle
Hand Washing
Stick Protocol
Bio-Hazardous Waste Disposal
& Sharps Containers
Infection control starts off with healthy students and
volunteers. Therefore, it is important that you be properly
immunized. It is also important that if you fall ill w/ a
contagious disease such as pink eye, strep throat or the
flu, that you get treatment and stay home until you are
feeling better and are no longer contagious
It is important that you take immediate action In
the event that you are stuck with a needle or a
sharp contaminated object. Notify you supervisor
They will walk you and the patient through the
protocol. The longer you wait, the less effective
the medications will be.
Sharps must be disposed of in the sharps container. If you
notice that it has reached the full marker, notify one of the clinical
staff members and they will change it out.
In order to protect our selves, our patients and our
families, we assume that all patients are infected
with AIDS, HIV or Hep B & Hep C and we will use
universal precautions at all times regardless of
who we are treating.
Lastly and most importantly, in order for us to stop the spread of disease we must wash our hands
several times through out the day. Clinical staff are required to wash their hands at least twice per patient (before and
after interview w/ patient). Clerical staff must also wash their hands several times throughout the day, as they too are
exposed to infectious patients. Staff may choose to alternate hand washing and hand sanitizer
to reduce the drying effects of the soap.

44. Important Reminders!
 * LAST BUT NOT LEAST
 Timesheets are due at the end of the month to Coordinator or
your last day of rotation. Get it signed and turned in!
•
Parking: All students and volunteers must park in employee parking,
do not back into parking space. (RAHC RESIDENTS MAY PARK TO
THE LEFT OF BLDG. FACING RAHC BUILDING)
•
Staff meetings are every 1st Wednesday of the month, ask dept.
supervisor where you should meet or if you are required to attend
•
Call if you will be out and Coordinator will inform supervisor.
Do not hesitate to ask for help!
Welcome to Su Clinica!

45. Thank you