policies & procedures
To Bring To Your Appointment
- Your insurance card (make sure it is current)
- A photo ID (required by insurance companies)
- Your co-pay (fee depends on your insurance plan)
- A list of your current medications
In The Waiting Room
Please be considerate of others in the waiting room. Turn off cell phones, supervise your children, and do not bring in food. Remember many in the waiting room do not feel well.
After Hours Emergencies
If you have a true medical emergency, call 911.
If you have an urgent medical problem that cannot wait until the office re-opens, call (302) 234-9109. You will get a voice message asking you to select 1 to get a doctor on call. Leave a message. Describe your symptoms briefly; state your name and phone number clearly.
Non-Emergency Calls After Hours
Medication refills (234-9109 select 3)
Making an appointment (234-9109 select 4)
Other messages for office staff (234-9109 select 4)
Specialist referrals (234-9109 select 2)
FAQs (Frequently Asked Questions)
Will the doctor on call phone in a prescription for antibiotics without an office visit?
No. You must be seen in the office for an evaluation to determine if antibiotics are necessary. It is important that antibiotics are prescribed appropriately and used carefully.
Will my doctor or nurse practitioner call me and explain the results of my lab tests?
Our office staff will call and give you test results, but if you have further questions it is advisable to make an appointment so that we are better able to address your concerns.
Will my doctor or nurse practitioner see me about multiple medical problems in a single office appointment?
If you have several different medical problems to discuss, please notify the receptionist when you make the appointment and an extended visit can be scheduled. Rarely can more than two problems be addressed in a single appointment.
How do I get a refill?
Refills for many medications require an office visit and lab tests every 6 to 12 months. These include medications for blood pressure, cholesterol, diabetes, thyroid, and birth control.
When you request a refill, the doctor evaluates if an office visit is necessary. If an office visit is not necessary, you can expect a refill to be available at your pharmacy after one business day. Prior authorizations for medications take a minimum of 3 business days.
Why am I charged if I miss an appointment?
A missed appointment means another patient has been denied an opportunity for medical care. “No shows” contribute to higher costs for everyone.
What is a referral?
Your doctor or nurse practitioner may recommend that you see a specialist. Your insurance company might require a referral – that is, the insurance company must agree to pay the specialist for your visit.
What do I do if I my doctor or nurse practitioner recommends seeing a specialist?
- Make an appointment with the specialist.
- Ask the specialist’s receptionist if a referral will be required.
- If a referral is required, call our office and provide your name, the specialist’s name, the reason for seeing the specialist, the date and time.
Why does my referral require 3 days?
The referral process can take up to 3 business days because the insurance company may review your medical records to determine if a consult with a specialist is warranted.
Financial Policy
Insurance Coverage:
Your health insurance is a contract between you and your insurance carrier. It is your responsibility to know the terms of your policy regarding coverage, co-pays, co-insurance(s) deductibles, and non-covered services. If you have any questions about your insurance, you will need to contact your carrier directly. Current insurance cards must be presented at every appointment.
Referrals:
Referrals are authorizations for services obtained outside of our office for specialist appointments and diagnostic testing. If a referral is required by your plan, it is your responsibility to obtain it BEFORE services are rendered. A MINIMUM advance notice of 3 business days is required for our office to obtain authorizations.
Missed Appointments:
Canceled appointments require a 24-hour notice. Without 24 hours notice, and if the appointment cannot be re- booked, you will be charged as follows:
| (15 min) $40.00 service fee | (45 min) $120.00 service fee |
| (30 min) $80.00 service fee | (60 min) $160.00 service fee |
Co-pays, Self-Pays, & Outstanding Balances:
ALL co-pays are due at time of service. Co-pays not paid at the time of service will incur a $10.00 service charge. If your account has an outstanding balance, you will be expected to pay before seeing the provider. We accept cash, personal checks, MasterCard and Visa: Any balance not paid after 30 days will incur a $10.00 service fee every month until the balance is paid. All self-pay visits must be paid at the end of your visit or incur the same charges as outstanding balances.
Motor Vehicle Claims:
A copy of your motor vehicle insurance card, claim #, companies mailing address, and a insurance company contact name and telephone # must be received prior to your appointment for a motor vehicle accident. We will not bill your Motor Vehicle Insurance Company if your information is not given at the time of service. Payment for services will be due in full at the time of service. Motor Vehicle Claims must be paid promptly without interference from legal representation.
Miscellaneous Fees:
The charge for completing disability, leave of absence, FMLA, and Short Term Disability forms is $20.00. Physical exam forms not presented at the time of the physical exam may incur a $15.00 service fee. All forms will be completed within 5 business days unless otherwise noted. Additional fees include:
Returned Checks: $30.00 service fee per returned item
Statement Fee: $2.00 per patient
Medical Records:
- $2.00 per page for pages 1-10
- $1.00 per page for pages 11-20
- $0.90 per page for pages 21-60
- $0.50 per page for pages 61 and above
- There is no minimum fee-must be charged by page per DELAWARE REGISTER OF REGULATIONS