1) Why can’t my child go with me into the exam room?

Our medical specialty handles many types of patients and conditions which are particularly vulnerable to childhood illnesses and viruses. To best protect these patients who are at high risk or who are immuno-compromised, we respectfully request that you do not bring small children to our office. In addition, our exam rooms are not set up for the safety of children. Many of the tools, supplies, and instruments needed to perform the various aspects of OBGYN care are dangerous if used or handled inappropriately. Please help us protect our patients and protect your child. If you absolutely must bring a child to our office, please bring someone who can watch them in the main waiting area. We do encourage and welcome you to bring your newborn to the office for your post-partum visit. We enjoy seeing the “fruits of your labor”.


2) Why must I turn off my cell phone when I am in the office?

Because the majority of our communication with patients is by voice, we need for patients to be able to hear us and understand us. Conversations on cell phones are distracting to our patients who have difficulty hearing. A cell phone ringing in the office often interrupts the activity in that area. Private conversations should remain private and that can not occur in an open office setting. In addition, our health care providers are required to carry a cell phone in order to communicate in a timely manner with the providers on call and with the hospital staff. Your cell phone ringing interferes with their ability to distinguish a call that is urgent for our ongoing patient care. We appreciate you cooperation and understanding with this policy.

3) Why can’t you leave a detailed message or results of my tests on my answering machine?

The implementation of the Health Insurance Portability and Accountability Act (HIPAA) privacy rule in April 2004 prevents health care providers and their staff from disclosing protected health information to persons or entities without written authorization from the patient. Answering machines cannot provide the level of security required by the HIPAA law; therefore we do not leave a message that contains any protected health information. Please see the Notice of Privacy Practices available in our office or on our website for more information about your rights and our responsibilities regarding privacy.


4) Why do your phones switch off at 4:30 pm when your office is open until 5:00 pm?

In order for our office to open at 8 am, many staff members must arrive at 7:30 am to prepare for patients who arrive at 7:45 am. These same staffers leave at 4:30 pm, thus reducing the number of employees available to finish patient care until 5 pm or after. In addition, a phone message that needs a response requires time for a chart pull, delivery of the chart to the appropriate health care provider, a written note from the provider, and transfer of the chart back to the telephone triage department to return the call. These activities cannot be accomplished before 5 pm for calls coming in after 4:30 pm; therefore, we switch the phones at 4:30 pm to be able to handle the remaining phone messages and patient care duties of that day

 

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

Insurance carriers frequently merge, change product lines, and even change their name. In addition, your employer changes the benefits it offers. Your card tells us what copay to collect and how to file the claim. In order for us to ensure that we have the most current information to be able to file your insurance claim, we must verify your card(s) at each visit. This is also a requirement of your insurance carrier. If you cannot provide a current copy of your card, then you will be responsible for payment of that day's services.


6) What about copays?

Your copay is part of your contractual agreement with your insurance carrier. If your insurer requires a copay for services rendered in a physician's service, then you are expected to pay this copay in order to have your insurance claim filed by the physician. If we accept your copay, then we have a contractual obligation to file your claim in a timely manner. Failure to pay your copay is a violation of the contract and we are under no obligation to file your claim. You become financially responsible for the fees incurred at the visit. Currently, AWC does not collect copays at the time of check-in due to the varying copay amounts that are based on the type of service or procedure performed that day. However, we may begin to collect copays prior to the visit in the future if compliance becomes a problem.

7) Why are there so many forms to fill out?

There are many regulatory and legal aspects associated with providing health care services to you. In order to comply with these various agencies, commissions and managed care entities, it is necessary for us to both provide written information or authorization for this information and secure your acknowledgement or authorization for this information. With the onset of the Privacy Rule code of HIPAA, there will be additional forms to deal with.

8) Why does it take 7-10 days to get my test results?

Different types of tests have various turnaround times. For lab tests performed in our own lab, the results are available in one to two days. For lab tests sent out to the reference lab, it may take two to three days to get the results printed back to us. Cultures take up to four days and biopsies can take up to a week or longer. Pap smears generally require up to three weeks. Once we have the test results, then the ordering health care provider must review them and document a plan of treatment. Because all of our health care providers also spend time on call at the hospital and some in the operating room, they are not in the office every day to review these results. Once reviewed, the final results and comments are sent to our telephone triage department for patient notification. This whole process can easily take 7 to 10 days based on the coordination of results and schedule of the health care provider.