Client Frequently Asked Questions (FAQ)
- What is a medical home and why is it good to have one?
- What is a PCP (Primary Care Provider)?
- What is Healthy Kids?
- Who must enroll?
- Can I keep the doctor I have?
- Can a specialist be my doctor?
- Will I lose any services?
- Who do I call if I have a problem with my doctor?
- What happens if I don't enroll?
- How will I get medical services?
- Can I change my doctor?
- When can I start making appointments with my doctor?
- What if I have more questions?
- What is a medical home and why is it good to have one?
Your medical home is the doctor’s office or clinic where you go to see your Primary Care Provider (PCP). Having a medical home means:
- All your medical records are kept there in one place
- Your primary care provider gets to know you well
- You get better health care because your personal doctor knows all of your health care needs
- You and your family get the top quality health care you need to stay healthy
- Even if you are healthy and never get sick, it is good to have a medical home
For more information on medical home, please download our Medical Home Brochure.
Back to top - What is a PCP (Primary Care Provider)?
Your Primary Care Provider (PCP) is your family doctor, nurse or other health care provider at your medical home who takes care of you and your family. Your doctor will:
- Take care of you when you are sick or need medical attention.
- Give your children regular check-ups and immunizations (shots) to stay well.
- Help you manage diseases and other conditions like diabetes, high blood pressure, and asthma.
- Send you to specialists or other health care providers when you need to go. This is called a referral.
- Answer questions you have about your health care.
- Give you the information you need to stay healthy.
- Work with you to get the health care you need.
- What is Healthy Kids?
Healthy Kids is Illinois’ EPSDT (Early and Periodic, Screening, Diagnosis and Treatment) Program. It is a free health care program for kids, teens, and young adults through age 20 who use the HFS Medical Card. Learn more about the Healthy Kids program.
If your PCP finds a problem during a Healthy Kids exam, he or she can send you to a specialist.
Back to top - Who must enroll?
Most people with an HFS or AllKids Medical Card must join. To find out more call the ICEB Helpline at 1-877-912-1999 (TTY: 1-866-565-8577)
Back to top - Can I keep the doctor I have?
Yes. If your current doctor is in Illinois Health Connect, you may pick them for your PCP.
Back to top - Can a specialist be my doctor?
Yes. In some cases, a specialist may be a PCP. You can discuss this with the Customer Service Representative at the IHC Helpline by calling 1-877-912-1999 (TTY: 1-866-565-8577).
Back to top - Will I lose any services?
No. You will get all of the services you currently receive with your HFS or All Kids medical card.
Back to top - Who do I call if I have a problem with my doctor?
If you have a problem with your doctor contact the Illinois Health Connect Helpline at 1-877-912-1999 (TTY: 1-866-565-8577). The call is free.
Back to top - What happens if I don't enroll?
If you do not enroll, a pcp will be selected for you.
Back to top - How will I get medical services?
When you or a family member needs medical help, you will first call your doctor for an appointment. If needed, your doctor will refer you to a specialist for additional services.
Back to top - Can I change my doctor?
Yes, you can change doctors, for any reason, once a month. If you want to change doctors, call Illinois Health Connect at 1-877-912-1999 (TTY: 1-866-565-8577).
Back to top - When can I start making appointments with my doctor?
After you enroll, you will recieve a confirmation letter. At that time you can begin to make appointments to see your doctor.
Back to top - What if I have more questions?
If you have questions or need more information, you can call the Illinois Health Connect Client Helpline at 1-877-912-1999 (TTY: 1-866-565-8577). The call is free.
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