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FAQ

Please note that in offering these policies and advice, our goal is to be responsive to your needs, whether your child is sick or well, and to allow for the best use of your and your child’s time. Please let us know if you have any questions or need additional information.

What if my child is sick in the evening or on the weekend?

Our office is open Monday through Thursday 5:00 pm to 7:30 pm for “After Hours” to answer questions and see sick children. We are also open Saturday and Sunday mornings starting at 8:30 am to answer questions and see sick children. Please note the phone message you hear if you call after 5:00 pm on weekdays or on weekends will be different. Simply listen and follow the prompts to speak to our receptionist, talk to a nurse or have your child seen.

In the evenings and weekends, there is an additional charge for your chlid to be seen. Most insurance companies recognize and reimburse for this added service, but we recommend that you check with your insurance carrier.

How are appointments scheduled in the evening or on the weekends?

We do not schedule appointments in advance for an evening or weekend office visits; if a child needs to be seen, an appointment is scheduled as parents call in.

Do you offer well child checkups on the weekends?

We do not routinely offer well child checkups on the weekends. Our priority for the weekends is to provide care for urgent and sick visits, and our nurses do not have time to administer routine vaccines and hearing and vision tests. An exception is follow-up for newborns recently discharged from the hospital who might require a Saturday or Sunday visit.

Why do I have to show my insurance card at each visit?

While it may seem redundant to parents, it is an insurance company requirement that we ask you to present your insurance card at each visit.

What do I do if your parking lot is full?

This occasionally happens, especially during “flu shot” time. You may park next to our office at the Westport Inn in their front or back parking area, and easily walk over to us.

Why do you ask parents to call after 10 am for a well care exam?

By asking you to call between 10 am and 5 pm to make an appointment for a well care exam, hold times are nonexistent or minimal for parents calling in to make appointments or ask questions about sick children early in the morning. Of course, you can call to make an appointment for or ask a question about a sick child any time during the day.

What is your cancellation policy?

In an effort to be available as much as possible for your family, we ask parents to call us at least 24 hours prior to a scheduled well exam appointment or four hours prior to a “sick” appointment if you need to cancel. While we understand that unforeseen problems occur, a fee may be charged when these guidelines are not followed.

Is there an extra charge to have my child come to the office for an after-hours visit or on the weekend?

Yes, there is an extra charge if your child comes to the office and is seen after hours or on the weekends. There is no charge for speaking to a nurse or doctor over the phone during these times. The after-hours charge is submitted to your insurance company; most insurance companies cover this, although you may want to check your individual policy.

How do I find out my balance and how do I pay over the phone?

Call our office and use extension 1108 (Business Manager), 1109 (Linda) or 1110 (Julie) to speak to our billing department. Our business staff can check the balance on your account and take credit card payments over the phone.

I received a notice that my insurance company did not pay for a service; why is that? Also, can you resubmit a denied insurance claim?

Even if we accept your insurance, it does not guarantee payment. We do not have information on your individual policy and its coverage. If you receive a notice that a service was denied, please call your insurance company; they can tell you the specific reason a claim was denied. If it is appropriate or if an error was made, we will be happy to resubmit your claim as long as it is within your insurance company’s filing limit (usually 60-90 days).

I am moving out of the area. How do I have my child’s medical records forwarded to my new doctor?

Before records can be transferred, a HIPPA authorization must be signed. Children 13 years of age or older must sign for themselves; this is a legal requirement. We can mail or fax you the HIPPA release form or you may pick one up in our office. After we receive the signed authorization, we can mail them to your new doctor or you can pick them up. Please note that a person picking up records for a child 13 years of age or older must have a written release from the child. Identification must be shown at the time of pick up. Please remember these are government policies based on our current national privacy laws.

My child is going on an international trip. Do I need to go to a travel clinic or can I take care of shots and the medical aspects of this trip with you?

Please talk to your doctor or physician assistant if you are traveling. We can review your itinerary and make the appropriate recommendations for vaccinations, malaria prophylaxis and other precautions. A few vaccines, such as yellow fever vaccine, must be obtained at the health department; in these instances we can advise you when and where to go.

My doctor asked me to bring a specimen to the lab. How do I drop it off?

If you need to drop off a specimen, please note that we accept lab specimens Monday through Friday 8:30 am to 5:00 pm. The specimen should have your child’s full name on it (no initials or nicknames). Please come up to the lab to give the specimen to Mary, Val or Grisel, who can discuss with you the test(s) being done and confirm the sample was collected properly. Urine samples should be kept refrigerated until brought to the lab – samples more than six hours old cannot be accepted.

If you have any questions about the collection or drop off of specimens, please call the lab at extension 1222.