Our Clinic Policies

We want to make your experience at Arete Family Care a positive one. To accomplish this, we work together as a team to provide quality care in a supportive environment. We want and need you, our patient, to be a part of that team. This allows you to receive the best and most immediate services. Below is a summary of our office policies, which we hope will allow you access to the information you need in making important health care decisions.

Appointments

  • PATIENTS WHO HAVE NOT ARRIVED WITHIN 10 MINUTES OF THEIR SCHEDULED APPOINTMENT TIME MAY BE RESCHEDULED.
  • New Patients: We value information provided by the patients and families we serve. It helps us to accurately understand the problems at hand and arrive at a correct diagnosis. Therefore, we ask that the patient or parent/legal guardian complete all questionnaires and forms.
  • Follow-up Appointments: Your follow-up appointment, if needed, will be offered at the completion of your visit and will be scheduled with your provider.
  • Medical Emergencies: Call 911 for all medical emergencies.
  • Same-day Appointments: We make every attempt to see patients at their scheduled appointment time. If you need a same-day appointment, you may walk in, call our office, or schedule online using our patient portal. We will make every effort to accommodate same-day appointments.
  • Cancellations: We understand that there are times when it will be necessary for you to cancel or reschedule your appointment. To accommodate all patients, we ask that you provide the office with at least a 24-hour notice of any necessary changes (you may leave a message after office hours). Please note: After three cancellations within six months, we reserve the right to discontinue providing care to you as a patient.

Insurance

Our goal is to help you in every way possible to utilize the insurance benefits you have. To accomplish this, we must verify all insurance coverage prior to being seen by our providers. We will ask that you present complete and accurate insurance information at the time of your initial visit and present the insurance card at each follow-up visit thereafter. We will make a copy of your card for our records at each visit as well. Please ask to speak with the Practice Manager if you have questions or concerns about your coverage that the insurance company has not been able to explain or provide.

  • Benefits: You will be given information about any required co-pay/co-insurance at each visit. Please ask about anything you do not understand. Some visits (procedures) with our office may NOT fall under your normal co-pay and may be applied to your deductible or percentage of payment. Please note: It is the patient’s responsibility to know their insurance benefits coverage. Please contact your insurance company to verify your insurance benefits.
  • Changes in insurance benefits: You must contact our office at least 48 hours before your next scheduled appointment to update us with any changes in you insurance coverage to allow us to verify coverage. Due to timing issues, we cannot verify new insurance coverage at the time of your appointment.
  • Billing: This office mails statements every month. Payment is expected at the time of service for all patients. Patient refunds will be made automatically for any overpayment.

Nursing Support

The clinical staff supports the provider patient care. This includes patient phone calls, prescription requests, etc. They make every effort to handle patient calls within 24 hours. If you have an urgent matter that needs immediate attention, please call our front office and ask them to notify the nurse. Prescription refill requests should be made at least three days prior to your prescription being depleted. We ask that you contact your pharmacy, and they will fax a refill request to our office. These will be reviewed and faxed back with the necessary authorization. Following the 24-hour processing time, you should contact your pharmacy to see if the prescription is ready to be picked up.

Office Staff

Our office staff can assist you with appointments, phone calls, medical records, and insurance questions. We want your experience to be seamless and pleasant; therefore, we need your help in always notifying us of any changes in your address, phone numbers or insurance.

If you call after hours, please leave your message with the following information: the patient’s name, date of birth, your name, a number to return the call the next business day, and a detailed message.

Medical Records

All medical record requests require a written release of information with a signature from the patient or parent/legal guardian. We require about a week for processing from the day we receive the request. While there is no charge for a patient to receive their own medical records, there will be a $150 charge for copies provided to attorneys. There is no charge if the records are transferred to another treating provider.

Frequently Asked Questions

Appointments and Scheduling

  • What are your office hours?

    Our providers see patients Monday through Friday from 8:00 am to 5:30 pm and on Saturdays from 8:30 am- 3:30 pm. Our lab is open Monday through Friday from 7:30 am to 5:30 pm.

  • What is your latest appointment?

    Our latest appointment is at 5:30 pm.

  • How late can I walk in and be seen?

    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.

  • Can I have a same-day appointment for a routine physical?

    No, all physicals need to be scheduled but usually we can schedule it the next day.

  • What should I bring if I’m a new patient?

    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).

  • Can I walk in and see my provider at any time?

    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.

  • How early should I arrive for my scheduled appointment?

    We ask you to arrive 15 minutes before your scheduled appointment time. This allows ample time for check-in and the completion of any necessary forms. This is also a courtesy to patients who have appointments following yours.

Billing and Payments

  • How much am I expected to pay for my appointment?

    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.

  • Why might I get a bill if I have paid my account in full at the time of service?

    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.

  • How long will it take to receive a refund?

    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).

  • What do I do if I do not agree with my bill?

    If you have any questions about your bill, please call us to speak with our Billing Department.

  • Can my spouse speak to you about my account?

    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.

  • What type of physicians do you have?

    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.

  • Do all your providers perform female annual exams?

    Yes, all of our providers are family practice providers.

  • If my regular provider is unavailable, can I see someone else?

    Yes, any available provider may see you. Our providers work as a team and your medical records are available to all of them.

  • Can I see just one provider?

    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.

Lab Results

  • How long will it take to get my lab results back?

    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.

Medical Records

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.

  • How do I request my medical records?

    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.

  • Is there a charge to receive my medical records?

    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.

  • How long does it take to get my medical records?

    You should receive your medical records in about one week after we receive your request.

  • Can my spouse or relative pick up my records?

    Yes, if they are authorized on a Permission to Request Medical Records form.

If you have any other questions about our medical facility, call today at (907) 777-1850.

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