Patient Handbook

Appointment Scheduling

You may schedule an appointment on the day you wish to be seen by calling our office. We will do our best to accommodate your preferences for appointment time and PCP. The best way we ensure this for the majority of our patients is to call to schedule your appointment within one week of when you want to be seen. For patients with special scheduling needs, we do book some appointments up to one month in advance; our system works best when you call the week that you need to be seen.

What to bring to your appointment:

For Current Patients:

• Insurance card
• Money for co-pay (check, cash, credit/debit card)
• Any forms that you need completed
• All medications you are currently taking (bring bottles)
• A list of questions you would like to ask your PCP
• For children under 18, written consent from a parent or guardian allowing us to evaluate and treat them

For New Patients:

All of the items listed above, and:

• Past medical records
• Immunization record

Forms

1. Please bring all necessary forms (drivers’ license, day care, school, FMLA) that you need completed with you to your office visit. Fill out your personal information before coming to the office.

2. Forms left to be completed will take one week and may require an office visit. Requests for completion of disability forms require an appointment with your PCP.

Insurance Referrals

1. Referrals require 3-5 business days to complete.

2. Referrals may be requested by calling (610) 969-3516

Nurse Phone Line

Nurse line is available Monday - Friday. If you call is not answered immediately, please leave a message and someone will return your call.

Prescription Refills

1. Please call one week before you actually need the medication. DO NOT wait until the last minute.

2. Call (610) 969-3500 and follow the prompt for “prescription refill.” You will get an answering machine. Please leave a message.

3. Speak SLOWLY AND CLEARLY into the phone:

• Your name
• Date of birth
• Phone number where we can reach you
• The medication name and dose
• How often you take it
• What pharmacy you use
• The pharmacy phone number
• Doctor’s name prescribing it

4. Prescriptions will be sent electronically directly to the pharmacy. Please call the pharmacy directly to confirm your scripts are ready. You will only receive a call from our office if there are problems with the prescription renewal (s).

5. We only refill narcotics/pain/anxiety/sleep medication during weekday daytime office hours. These medications WILL NOT be called into a pharmacy.

6. If you require long-term pain medication, you and your PCP must sign a narcotic contract. This ensures that your treatment is safe and works well.

7. If you are having problems getting your medication, please talk to your PCP or nurse.

Expectations you can expect from us

• Courteous and friendly staff
• Respect for each individual
• Access to an on-call physician 24 hours a day, 7 days a week for emergencies
• Availability of an interpreting service
• Review of medications at each visit
• Availability to view physician schedules on our website
• Appointments may take longer than expected, but we will give you the same care and undivided attention during your appointment.

Expectations of Patients:

• Please ask if you don’t understand something
• Know who your PCP is
• Arrive in our office 15 minutes before scheduled appointment time
• No profanity
• No cell phones
• No food or drink in our exam rooms
• Let us know if you have been waiting longer than 30 minutes
• Know which medications you need to have refilled

Financial Assistance:

If you are having difficulty paying for your visits, medications or tests, please ask to see our case manager, who can provide information on hospital and community programs that can assist you.

Late Patients:

A patient is considered late if he or she arrives in the office more than 15 minutes past the appointment time. Late patients who are ill will be worked into the schedule to be seen by one of our clinicians if possible, but they may need to wait for an opening. A nurse or PCP will determine if the patient is considered ill. Late patients who are not ill will be asked to reschedule, possibly to the next day, if there aren’t appointments available in the same day.

Missed Appointments:

If you miss four appointments in a 12-month period, you may be asked to leave the practice.

Feedback:

We welcome any feedback that will help make the practice a better place for all of our patients.

Please come to one of our Patient Forums to meet with practice leaders and other patients to help our practice change to meet your needs.

If you receive a satisfaction survey from the practice, please take the time to fill it out so we can know how we are doing.

If you have a concern or a compliment regarding any part of your visit, you may ask to speak to a practice manager.

Thank you for coming to our practice and letting us partner in meeting your health care needs.

This page last updated 6/22/10 11:05 AM