continued on page 2
What many don’t know is: I work as a receptionist in a doctor’s office, full time (a BIG part of the reason I have not been here lately). I want to pass along some information that will not only help you as the patient, but the staff at other offices and the Emergency Rooms when you are in need of medical assistance.
Making an appointment in a doctor’s office.
When calling to make an appointment for yourself or your family member have the following handy:
- Your relationship to the patient
- Name of patient
- Date of birth
- Social security number – not usually necessary, but may be needed if there are multiple similar names
- Name of insurance
- Insurance ID #
- Insurance group ID#
- Why you are calling – check up, physical, script refills, to have forms filled out.
- All current medications – including all over the counter medications
Some notes of interest here:
· IF you are not the patient or parent of the patient, please have the proper documentation that gives you the right to make appointments or to inquire about the patient’s health. If you are the legal guardian or the parent with custody please have a copy of the court documents with you when you bring the minor child to the appointment. Have the staff make a copy and place it in the child’s chart.
· Insurance – Please notify the medical staff of the following:
1. if you do not have insurance
2. your insurance has been terminated
3. you insurance has changed
4. you are being seen because you were hurt at work
5. you are being seen because you were hurt due to a car accident
These are all different types of insurance cases that must be addressed and updated in order to bill the correct company. If it is not submitted properly, you may end up with a bill that you are not liable for. Remember it is easier to prevent a mistake than to correct an error.
- Physicals - When making an appointment for a physical, please be patient. Many patients want these appointments and take approximately 30 minutes. Therefore, you may not get one scheduled when you want it, again, please be patient with the staff, you may have to re-arrange your schedule to get an appointment.
- Script refills – PLEASE, do not call your doctors office at 4pm on a Friday afternoon and tell them you are all out of your medication. Keep track of your meds. Get a pill organizer – you can get these at the local discount store for $1 – and when you are on your last week, then call. Also, you may also be able to call your pharmacist and have them fax the request to your doctor who will approve it that way, then have them call you when the script is ready to be picked up. Not only is it easier on the staff, but faster for you as well.
- ********NOTE – not all doctors may do this, check with your doctor BEFORE YOU CALL!!!!
- PAPERWORK – your child needs a form filled out for school, or you need a copy of immunization records, or disability paperwork filled out, etc. Call your doctor and ask them what their procedure is. You may be able to drop the forms off and then pick them up at a later date.
1. ******NOTE – DO NOT EXPECT TO DROP THEM OFF AND PICK THEM UP THE SAME DAY!!!!
2. Also, make a copy of the form PRIOR to dropping it off – this way, if the form is (God forbid) LOST, you have another to give them right away. Also, when you pick up your forms, ask them for an additional copy for your own records – most offices will gladly do this for you.
- Medical records – If you are transferring to another practice, you will want your records to go with you. Most offices do have form letters that you can fill out or you can submit your request in writing. Be sure to include the following: name, date of birth, social security number, address, phone # , where the records are going (complete Doctor’s name, address and phone)
1. If you want any HIV, mental health (including depression or anxiety information) or alcohol/drug information to be sent, you MUST SPECIFY this. This is protected health information and it WILL NOT BE RELEASED WITHOUT SPECIFIC AUTHORIZATION.
2. What you must know is that the ENTIRE record will NOT be sent. Most offices will send the bare minimum: usually the last 2 years of tests, doctor’s notes, notes from specialists, along with immunization records, medication lists and any other pertinent information.
3. This is normally done for free if it is going to another doctor’s office.
4. If you choose to have the records given to you, you may/may not be charged 75¢ per page.
5. Also some offices have a service copy their records. Because the volume is so large, it may take several weeks to get the records to your new doctor’s office. Once you submit your request wait approximately 3 weeks prior to calling to check the status of your request. When you do call, ask for the medical records office or the health information office. They are the people who can serve you best.
6. ****Again, make a copy for yourself and note when the ORIGINAL request was submitted.
7. Also if you are requesting information for your child or another family member, make sure you have the right to do so. Records WILL NOT BE SENT unless you are the parent or legal guardian or you are the HEALTH CARE PROXY – this is a legal document that you can pick up in any doctors office that gives you the right to make health care decisions for another person. Additionally, you submit an original request - no copies are permitted.
· Mondays – Mondays are an extremely busy day for any office. Please be patient. Calling 10x about the same situation is not going to get you help any sooner. If you are in need of immediate medical attention go to the nearest ER. All Messages taken WILL BE ANSWERED BEFORE THE CLOSE OF BUSINESS THAT DAY BY THE PROPER MEDICAL PERSONEL. Usually the person you leave the message with is the receptionist; she does NOT have medical training and cannot inform you about what to do.
· Walk-ins – Unless it specifically states the office accepts walk-ins, do NOT assume that your doctor will see you if you walk in off the street without an appointment. MOST WILL NOT. Again, if you are in need of immediate medical assistance, go to your local emergency room.
· BE ON TIME – If your appointment is for 9 am – get there @ 8.45. Most will not see you if you are 10 minutes late and you will still be billed for your appointment. Additionally, you set the doctor behind, along with the rest of the patients for the remainder of the day. Please, be considerate of others; be EARLY for your appointment. IF you cannot be on time – CALL! Ask them if you can still be seen if you are late. The staff may/may not ask you to reschedule. If you have a pattern of showing up late or not at all, the office may/may not ask you to seek medical care else where and discharge you from their practice.
· Keep track of your appointments – some offices will call you the day before your appointment to remind you, others do not – THIS IS A COURTESY, NOT OUR OBLIGATION – please keep your appointment card, mark it on your calendar, whatever, if you cannot keep your appointment, please let us know, so we can assist other patients.
· Remember most medical staff interact with are people just like you. They have a high stress job with average pay. We are trying to get by just like you. We are trying to our best to help you, the nurses, doctors, drug reps, and every other person we meet. Most will do their best to assist you in every way they can – others are not so accommodating and I apologize for them. However, by working together, we can try to make your visit as pleasant as possible.
