Patient Guide

Patient Guide

Welcome to Total Infusion, we look forward to providing you with the highest quality of care. Listed below are topics covering many frequently asked questions as well as information pertaining to your visit. We’ve also created a link if you’d prefer to download the Patient Guide in full. If you have any additional questions, please contact us directly and we will be happy to assist in any way that we can.

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Dear New Patient,

We would like to take this opportunity to welcome you to Total Infusion and thank you for choosing our Ambulatory Infusion Center for your outpatient infusion therapy needs. We look forward to providing you with individualized, human-centered care.

Total Infusion is the first community based Ambulatory Infusion Center in Central East Oakland. We are proud to join other community-based healthcare providers and public health organizations at Eastmont Town Center; a thriving community hub, where agencies and services are poised to address the economic and social conditions that influence individual and group differences in health status.

As your outpatient infusion therapy service provider, our nurse practitioner and licensed registered nurses will partner closely with your doctor’s office to ensure the delivery of well-coordinated care. Upon receipt of infusion therapy orders from your doctor, we will contact your health plan to authorize your treatment as prescribed and call you directly to schedule your infusion therapy appointments.

Please take a moment to read through this Patient Guide and contact us with any additional questions regarding the infusion therapy process.

Once again, we would like to thank you for choosing Total Infusion as your infusion therapy service provider. We look forward to serving you and welcoming you and your family to our community-based Ambulatory Infusion Center.

Sincerely,

The Care Team at Total Infusion

Total Infusion is open Monday – Friday 8:30AM-5:00PM

Located at Eastmont Town Center “Main Entrance E”
6955 Foothill Blvd, Suite 67A
Oakland, CA, 94605

Phone: (510) 878-9528
Fax: (510) 969-5840
Email: info@totalinfusion.com

Contacting Your Care Team at Total Infusion

  • Patients may call Total Infusion during normal business hours to speak with the nurse practitioner or registered nurse regarding infusion therapy services, plan of care, treatment criteria and/or side effect management.
  • Patients may leave a nonurgent secure message outside normal business hours; a member of our care team will return your call the following business day.
  • Patients experiencing a delayed reaction to their treatment with emergent signs or symptoms should seek emergency medical care immediately; the nurse practitioner will review signs and symptoms that require emergency care at your first infusion therapy appointment.
  • Patients are given an After Visit Summary at the completion of each treatment with their treatment plan, referring physician, medication administration record, potential side effects, and discharge instructions.

Our Mission
To provide equitable access to high-quality, community based, human-centered, infusion therapy services.

Our Vision
We envision a society where social determinants of health are addressed to ensure all persons are aware of and have equitable access to scientific advances in new medical therapies through community based Ambulatory Infusion Centers.

Our Values

  • Human-Centered Care – The co-creation of an exceptional care experience, which reflect an individual’s unique care preferences, values, and needs, identified, and agreed upon in partnership with the patient, family, physician, and care team.
  • Humility & Respect – Accepting, supporting, and uplifting everyone’s worth and dignity, regardless of background, abilities, or beliefs.
  • Equal Access to Care – Assurance that every person who shares the same type and degree of health will be given an equally effective chance of receiving appropriate treatment of equal quality so long as that treatment is available to anyone.
  • Integrity – Honesty, consistency, and uncompromising adherence to strong moral and ethical principles and values in the provision of care.

The Patient Bill of Rights includes the right to:

  • Be informed of the services and products being provided
  • Receive education and training about the services and products being provided
  • Be involved in planning care
  • Participate in one’s own care, as appropriate
  • Refuse part or all the services and products
  • Receive services and products in a timely manner
  • Be free from mistreatment, neglect, and verbal, mental, sexual, or physical abuse
  • Receive information, both verbal and written, in an understandable manner
  • A confidential record per federal and state law and regulation
  • Be informed on how to voice complaints to Total Infusion’s HIPPA Compliance Officer, the Department of Health and Human Services and the Community Health Accreditation Partner (CHAP)
  • Be informed about payment sources and any expected or known patient financial liability prior to the start of care, as well as any subsequent changes in payment liability during care

You have the responsibility to:

  • Participate in the development of your treatment plan, follow it, and let your health care team know if you have concerns or believe changes need to be made
  • Improve the quality and safety of your care by fully informing your health care team about your medical history, medications, and any changes in your condition
  • Be active, informed, and involved in your care
  • Ask questions when you do not understand your care, what you are expected to do, or payment for services rendered
  • Be considerate of other patients, and your health care team, which includes arriving on time for appointments and notifying our office if you cannot make it on time or if you need to cancel
  • Be familiar with your health care benefits
  • Pay office visit charges when services are rendered

This notice describes the privacy practices of Total Infusion. A full version of the Notice of Privacy Practices will be provided at your first appointment.

Our Obligation: Total Infusion considers your privacy a priority. We follow strict federal and state guidelines to maintain the confidentiality of your  protected health information (PHI).

Protected Health Information: Protected Health Information (PHI) is any information about your past, present or future healthcare or payment for that care that can be used to identify you. Members of our care team and our business associates may only access the minimum amount of PHI needed to complete their assigned tasks.

We may use your PHI to provide infusion therapy services, obtain payment for services rendered, and conduct our normal business known as Health Care Operations. Examples of how we use and disclose information include:

Treatment: We document each visit. This includes test results, diagnosis, medications, and therapies. This allows our care team to provide the best care to meet your needs.

Payment: We use PHI to obtain payment for services we provide for you. We may tell your health plan about upcoming treatment or services that require prior approval.

Health Care Operations: We may use PHI in our internal operations to improve the quality or care and customer service we deliver to you.

Disclosure to Family, Friends and Caregivers: We may disclose PHI to a person identified by you, with your verbal or written consent. If you are incapacitated or in an emergency situation, we may exercise our professional judgment to determine whether disclosure is in your best interest.

Public Health Activities: We may disclose PHI for the following reasons: for public health, such as disease tracking; to report abuse or neglect; for coroners or medical examiners; for workers’ compensation; for correctional institutions; for national security; for organ donation; to avoid a serious public health or safety threat.

Highly Confidential Information: the law requires special protections for the following information: HIV/AIDS status; genetic testing; psychiatric information; substance abuse/controlled substance use; venereal disease; and abortion.
A separate, specific authorization is required to release this information.

You may revoke your authorization at any time.

Our Responsibilities: We are required by law to maintain the privacy of your medical information, provide this notice of our duties and privacy practices and abide by the terms of the notice currently in effect. We reserve the right to change privacy practices and to make new practices effective for all information we maintain. Revised policies will be provided at your next appointment, posted in our office, and available from our care team upon request.

Your Rights: You have the right to request a restriction on the use of your PHI, however we are not required to abide by the request. You may request that we communicate with you at a specific phone number or address. You may inspect a copy of your information; however, this request must be made in writing and a reasonable fee may be charged for copying. You may request that your record be amended, however you must have a reason for the amendment. You have a right to an accounting of the disclosures. You have the right to a paper copy of this notice.

If you believe your privacy rights have been violated, you may file a complaint with our office or with the Secretary of the Department of Health and Human Services. To file a complaint with our office, contact our HIPAA Compliance Officer.

All complaints must be submitted in writing. You will not be penalized for filing a complaint.

If you wish to contact us regarding the terms in this Notice, please contact our HIPPA Compliance Officer:

LaKeeta Conti, MOL, BSHA, RN
Director, Infusion Therapy
Phone: (510) 626-4570
Email: keeconti@totalinfusion.com

Patients with hearing loss may dial 711 to reach the Telecommunications Relay Service (TRS) Center. TRS permits persons with hearing or speech loss to use the telephone system via a text telephone (TTY) or other device to communicate with the care team at Total Infusion.

Interpreter Services are available via Video and Audio during infusion therapy appointments and when communicating with our care team via telephone.

Print Materials are also available in your preferred language.

Available Video Languages

Available Audio Languages

Total Infusion provides specialized infusion therapy services, that include, however are not limited to the preparation and administration of:

  • Biologic Drugs for Autoimmune Disease Conditions (BDAIDs)
  • Vascular Access Device Management
  • Hydration/Electrolyte Replacement
  • Therapeutic Phlebotomy
  • Oncology Support Drugs
  • Monoclonal Antibodies
  • Intravenous Immune Globulin (IVIG)
  • Antimicrobials
  • Vaccines

Total Infusion does not administer antineoplastic therapies such as chemotherapy or transfuse blood products.

Our highest priority at Total Infusion is the safety and well-being of our patients, families, and care team. We are a COVID compliant facility. We have implemented rigorous cleaning and disinfecting standards for minimizing the spread of COVID-19.

All patients, visitors, and care team members will be screened for COVID-19 prior to entering Total Infusion.

Individuals with the following symptoms, will not be admitted to Total Infusion:

  • Temperature of > 100.0 F
  • Presence of the following symptoms:
    • Cough
    • Shortness of breath
    • Difficulty breathing
    • Chills
    • Sore throat
    • Muscle or body aches
    • Vomiting or diarrhea
    • New loss of taste or smell

MASK REQUIRED: all patients, visitors, and care team members must always wear face coverings throughout the facility:

  • Face coverings must cover the nose, mouth, and chin
  • All patients, visitors, and care team members must sanitize hands upon entrance
  • Gloves may be worn only in the provision of patient care (gloves from outside may not be worn throughout the facility as this brings germs into the facility)

Individuals in close physical contact (6 feet or closer for at least 15 minutes) with a person who is known to have laboratory-confirmed COVID-19 or with anyone who has any symptoms consistent with COVID-19 will not be admitted to Total Infusion.

Individuals isolating or quarantining because you may have been exposed to a person with COVID-19 or are worried you may be sick with COVID-19 will not be admitted to Total Infusion.

Individuals currently awaiting the results of a COVID-19 test will not be admitted to Total Infusion.

 Masks and face shields are available upon check-in. Patients and visitors presenting with mask with one-way valves will be given a surgical mask to wear in the facility.

Thank You in advance for your compliance with our COVID Prevention Strategy in alignment with Centers for Disease Control and Prevention (CDC) guidelines.

You are encouraged to schedule appointments for the duration of your treatment plan.

Please plan to arrive 15 minutes before your appointment time, to allow time for parking.

Appointment Reminders will be sent via Text Message, unless you prefer a call or email reminder.

At Total Infusion, we respect your time and pride ourselves on seating patients upon arrival. Patients arriving 15 minutes after their scheduled appointment time, may be delayed. Patients arriving 30 minutes after their scheduled appointment time, may be rescheduled.

Please call (510) 878-9528 to cancel or reschedule at least 24 hours in advance.

Total Infusion is conveniently located at Eastmont Town Center, next to the Oakland Police Department, in the same parking lot as the AC Eastmont Transit Center Station with a direct line to BART. Just minutes away from I-880 and I-580 freeways with ample free and handicap accessible parking.

We recommend you have someone to bring you to and from your first infusion treatment. After that, driving yourself depends on the medications you receive, your response to them, and your total health. The effects of some medications may make it unsafe for you to drive.

If you have a ride home and the driver is not staying with you during treatment, it is best that they are flexible about the time of pick-up. We will be happy to call your driver 30 minutes before you are finished with your treatment. Be certain to inform the infusion nurse of any transportation concerns before your infusion starts.

Please eat according to your normal schedule. Do not skip meals before infusion therapy unless advised by your doctor.

Total Infusion offers complimentary beverages and snacks. You may also pack and bring a lunch to enjoy during treatment.

Each patient is allowed one adult visitor. For the safety and comfort of all patients, children are not allowed in the Infusion Center.

While we strive to always provide exceptional care, you are encouraged to immediately notify us of any concerns or dissatisfaction with your patient care experience.

We will review the concern and respond the following business day.

Concerns may be submitted:

You may also file a complaint with the Community of Health Accreditation Partner (CHAP):

Phone: (800) 656-9656
Fax: (202) 862-3419
Email: complaints@chapinc.org
Mail: 1275 K Street NW, Suite 800, Washington, DC 20005 (Attn: Complaints Department)

The first visit to Total Infusion will most likely be your longest appointment. The Nurse Practitioner will meet with you, review your infusion therapy orders, provide drug specific education, and obtained informed consent to proceed with treatment as ordered by your physician. We will also take time to conduct a focused assessment and document your current medications and allergies.

Infusion times and the kind and amount of medication given are different for each patient and depends on the plan of care from your doctor. Treatments can take anywhere from 30 minutes up to 4 hours or more. Our care team can give you an idea of how long your infusion may take after reviewing your doctor’s order for infusion therapy services.

Drink Plenty of Water – It is important you are well hydrated before your infusion so that your veins are easily accessible. If you have a health condition that keeps you from drinking large amounts of water, follow-up with your doctor on how to hydrate before your infusion appointment.

Clothing – Wear comfortable loose-fitting clothes and bring layers to stay comfortable. If you have a port, please wear a button-down shirt so the nurse can easily access the port. Wear comfortable shoes with rubber soles to avoid slips and falls.

Fragrance/Perfume – Please do not wear anything with heavy scents. Some patients are highly sensitive to fragrances and perfumes.

Bring the following to every visit:

  • Valid Driver’s License or Photo ID
  • Insurance Card(s)
  • Bring a list of your current medications and dose
  • Bring regularly scheduled medications, including pain medication you may need to take during your treatment
  • At your first visit you will be given a folder with a treatment card to keep a record of your treatment history, please bring your folder to every visit
  • Entertainment devices, such as a laptop, iPad, book, magazine, or puzzle (be certain to bring your headphones or earbuds)

Medications Before Treatment

Some infusion therapy treatments require you to take medication before treatment, these pre-medications help manage or lessen the risks for adverse reactions during treatment.

The infusion nurse will review the plan of care from your doctor and let you know if you need pre-medications.

  • Some treatments may require you to take pre-medications at home the evening or morning before treatment
  • Before treatment is started, tell your nurse if you did not take pre-medications you were instructed to take at home
  • Pre-medications may be given by mouth or IV
  • Pre-medications may be given 30 to 60 minutes before treatment
    • If given by mouth, the nurse will give you these before starting an IV line
    • If given IV, the nurse may use a syringe or an IV bag

The care team will take your vital signs and weight before each treatment. Some medication doses are based on your weight.

The nurse will also conduct a brief assessment and document medications and allergies.

We have comfortable infusion recliners, warm blankets, and pillows for your comfort during treatment.

The nurse will monitor you and your response to the medications during treatment.

Some infusions require frequent vital signs during treatment.

Some infusions may also require you to stay in the Infusion Center for 30-60 minutes after the treatment to ensure you are not having a reaction.

Despite our best efforts and pre-medications, some medications may still cause a reaction, the nurse will instruct you to notify the care team immediately if you experience:

  • Hives
  • Itching
  • Shortness of Breath
  • Pain/Burning at the IV Site
  • Nausea
  • Chest Pain
  • Shortness of Breath
  • Chills
  • Lightheadedness/Dizziness
  • Nausea

Any Other Symptoms

After the infusion, the nurse will remove the IV.

You should be able to continue your normal routine as advised by your doctor.

The nurse will provide you with an After Visit Summary (AVS) and discharge instructions.

Have Any Additional Questions?

Have Any Additional Questions?

Contact Us

ADDRESS:

Eastmont Town Center 6955 Foothill Blvd, Suite 67A, Oakland, CA, 94605

BUSINESS HOURS:

Monday – Friday:

8:30am-5:00pm