Business Matters
VIRGINIA PRIMARY CARE ASSOCIATES
Medicine with a Mission
Business Matters

We invite you to familiarize yourself with our office policies and procedures from the beginning of your relationship with us.  This information should help to make your visits with us more productive and smooth.  Likewise, we hope that many of these policies will allow us to use our time with you more wisely and effectively.  Overall, we hope to give you the best opportunity to have your healthcare needs addressed in the time available.  For any of these issues, if you have a problem or a question, please feel free to contact our business office at (804) 633-5840.

Appointments

In order to accomodate as many needs as possible, all visits are by appointment, with a number of same-day appointments available for acute problems.  We do ask that you make every effort to keep your scheduled appointment, including calling if you are running late so that we might assist you.  However, if you cannot keep your appointment, we ask that you give us twenty-four (24) hour notice so that we can make that time available for others.  As such, a charge will be incurred for any appointment missed or cancelled/rescheduled less than twenty-four hours from the appointment time.

Payment Policy

We do request that all applicable co-payments and/or deductibles be paid at the time of service.  For all those without insurance, we request that the first three (3) visits be paid in full at the time of service.  Thereafter, if needed, we will be happy to work with you on a payment plan.  For any amounts not paid within thirty (30) days, we will charge interest on the remaining balance.  We accept Visa, MasterCard and debit cards for your convenience.

Billing/Account Questions

Our billing and insurance staff are always willing to help you understand your bill.  Call our office at (804) 633-5840 or come by to discuss your concerns with our office staff.  Questions regarding your insurance coverage are more appropriately directed to your employer or insurance company.

Emergencies and After Hours Assistance

We do have a twenty-four hour answering service available for all medical emergencies or urgent issues.  Please call our office at (804) 633-5840 and you will be connected directly to the service who will in turn contact the physician on-call.  As always, if you feel you have a true medical emergency, you should call 911 first or go to the nearest Emergency Room.

Form Completion and Physician Letters

If you would like our physicians to complete a medical form such as Family Medical Leave Act paperwork, disability claims, and other medical documentation or write a letter on your behalf, you will be charged a nominal fee based upon the complexity of the form.  However, if completion of a form is your reason for an office visit, such as with a sports physical exam, you will not be charged an additional fee.

Medical Records Release of Information

We are compliant with all HIPAA rules and regulations regarding privacy and confidentiality of information.  Therefore, a medical release form must be signed whenever transferring records to and from our office and other medical facilities.  All such requests will be processed within fifteen (15) days.

We do not charge any fees for transfer of records to other medical facilities, but we do charge for patients requesting copies of records for personal use.  These fees are compliant with Virginia law (VA 8.01-413).

Referrals and Authorizations

If your insurance requires a referral or prior authorization from us for specialist evaluation or other tests, please call our office at least seventy-two (72) hours in advance of your appointment in order for our staff to have time to research and process the request and obtain approval from your insurance company.

Prescription Refills

We ask that you give our office at least forty-eight (48) hours notice of all requests for prescription refills or reauthorization.

Test Results

If you have had laboratory tests, x-rays, or other diagnostic testing done, please know that we will call you with any abnormal results.  Please be patient and give our staff time to contact you before you call us.  Sometimes we may not receive results for two or three days, after which the physician must review and comment on the report.  Therefore, five days is a good amount of time to wait for a call before you contact us.  Be assured that any urgent or critical results will be addressed immediately and you will be notified.

 


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