Appointments & Scheduling
Q: What are your office hours?
A: Our providers see patients Monday through Friday from 8:00 am to 6:00 pm. We do not see patients on the weekends. Our lab is open Monday through Friday from 7:30 am to 6:00 pm.
Q: What is your latest appointment?
A: Our latest appointment is at 5:30 pm.
Q: How late can I walk in and be seen?
A: Our latest same-day appointment is at 5:30 pm. We will do all we can to accommodate a patient, however some situations may require you to schedule an appointment.
Q: Can I have a same-day appointment for a routine physical?
A: No, all physicals need to be scheduled but usually we can schedule it the next day.
Q: What should I bring if I’m a new patient?
A: New patients must bring insurance card(s), driver’s license, and co-payment (if you are not covered by insurance, you will be required to pay the balance of your visit’s charge).
Q: Can I walk in and see my provider at any time?
A: Yes, if your provider is in the clinic that day. Keep in mind there may be a longer wait depending on the number of patients waiting to be seen.
Q: How early should I arrive for my scheduled appointment?
A: We ask you to arrive 15 minutes before your scheduled appointment time. This allows ample time for check-in and the completion of any neccessary forms. This is also a courtesy to patients who have appointments following yours.
Billing and Payments
Q: How much am I expected to pay for my appointment?
A: Your will be responsible to pay any co-pay/co-insurance and deductible as determined by your insurance. If you do not have insurance, you will be expected to pay in full.
Q: Why might I get a bill if I have paid my account in full at the time of service?
A: You may get a bill due to our auditing process, although we try to catch all charges upon check out. Because we respect your time, an audit of your visit will be conducted after you leave the clinic where our certified coders will ensure the charges have been correctly associated to your account. Should there be a discrepancy, one of our staff members will call you to notify you of the correction.
Q: How long will it take to receive a refund?
A: We typically process refunds withing six weeks of your visit. However, this is dependent upon receiving payment from your insurance company on outstanding claims. If you feel you have a refund due you because you overpaid your co-pay or deductible, we still need to wait to receive the insurance payment. This can take up to two weeks after you receive your explanation of benefits (EOB).
Q: What do I do if I do not agree with my bill?
A: If you have any questions about your bill, please call us to speak with our Billing Department.
Q: Can my spouse speak to you about my account?
A: Due to the Health Information Portablility and Accountability Act (HIPAA), we cannot disclose patient information to anyone, regardless of relationship, other than the patient without the patient’s consent. You may authorize your spouse or other individuals to receive your Protected Health Information (PHI) by including them on a HIPAA PHI form.
Q: What type of physicians do you have?
A: All of our physicians are family practice providers who work with infants, children and adults. Our patients have the option to see an MD or PA.
Q: Do all of your providers perform female annual exams?
A: Yes, all of our providers are family practice providers.
Q: If my regular provider is unavailable, can I see someone else?
A: Yes, any available provider may see you. Our providers work as a team and your medical records are available to all of them.
Q: Can I see just one provider?
A: Absolutely! We encourage you to establish a relationship with a provider of your choice. We also encourage you to have a back-up in case your preferred provider is unavailable or out of town.
Q: How long will it take to get my lab results back?
A: It depends on which labs your provider ordered. Some results, like cholesterol and lipids, are typically received in three business days. Others, like some chemistry tests and pathology reports, can take from two to three weeks. And still others, such as culture growths, may get sent back for further testing based on the results of the initial test. X-ray and ultrasound reports are typically received in two business days.
The patient-provider relationship is extremely confidential. Any information exchanged is guided by HIPAA regulations and is held in the strictest of confidence. Confidential medical information will be released only with the express consent and authorization of the patient.
Q: How do I request my medical records?
A: You may complete a medical records request at our office, complete a Permission to Request Medical Records form, via our secure patient portal, or if you are seeing a provider elsewhere they can request the records on your behalf. Make sure you have the name, address, phone and fax number of the clinic you want your records sent to/from.
Q: Is there a charge to receive my medical records?
A: While there is no charge for a patient to receive their own medical records, there will be a $25 charge for copies provided to attorneys. There is no charge if the records are transferred to another treating provider.
Q: How long does it take to get my medical records?
A: You should receive your medical records in about one week after we receive your request.
Q: Can my spouse or relative pick up my records?
A: Yes, as long as they are authorized on your a Permission to Request Medical Records form.