Lee’s Summit FAQ’s

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Office Hours
Regular office hours are Monday through Friday, 8:00 a.m. to 5:30 p.m.

Urgent Care Hours
Wornall Office open evenings and weekends.
Call (816) 942-8200 after 5:30PM M-F

Welcome to the Lee’s Summit Office of Encompass Medical Group. Our goal is to provide quality medical care to you and your family. Here you will find information regarding what you should expect from our office so that we can help meet your needs.

To Contact the Lee’s Summit Office
Our telephone number is 816-246-0200. Our fax number is 913-495-3731. When calling, please listen closely to the Menu Options. Use the Emergency line only in case of a true medical emergency or Call 911 and notify us later. You may also leave a message on our voice message line. Example of appropriate calls to this line would be request for referrals or sharing information with your physician/medical assistant about specialist appointments. Please call during regular daytime hours to schedule routine appointments. Urgent Care does not schedule routine or follow-up appointments. PLEASE NOTE: phone calls are extremely heavy on Mondays. In order to minimize phone hold times and best meet the needs of those patients requiring same day care, we ask that you call after 10:00 a.m. if your call is of a non-urgent nature (e.g., referral request, lab requisition, lab/test results, etc). Your cooperation with this request would be greatly appreciated. We do recognize there are exceptions, and we will gladly take care of your needs.

To Schedule an Appointment
To help us provide you with enough time to see your physician, please have the following information ready when you call to make an appointment:

1. Who needs to be seen (you or a family member).
2. Name of the insurance carrier.
3. Which physician you want to see.
4. Reasons for visit (e.g. illness/problem/physical, etc).

Appointments for urgent problems are available daily. If you need to cancel your appointment, call us as soon as possible.

Your Appointment
Please arrive 15 minutes before your scheduled appointment time so that we can update your patient information. You may be asked to fill out several forms.

Bring Your Insurance Card.
You are required to present your insurance card to the receptionist at the time of check-in for an appointment. Please notify the receptionist of any changes in your insurance coverage, or vital information such as your address and phone number. You also are expected to pay your office co-pay at the time of check-in. If you are being seen for injuries related to workmen’s compensation or possible third party liability issue, you are responsible for providing any insurance information (name/address of responsible party or employer, etc) which can be used in billing for the cost of these types of visits. If you are late for your appointment, you will either be asked to wait and be worked into the schedule or you may be asked to reschedule your appointment to another day. If this is your first visit, bring all of your medications in their containers with you. If you are allergic to any drugs, let your physician know.

The Medical Assistant will call your name when the physician is ready to see you. You will be asked what medications you are taking, if you are allergic to any drugs and what your current problems or concerns are. You may also be weighed and have your blood pressure, pulse and temperature taken.

We make every effort to stay on time with appointments, but emergencies do occur. If we are running behind, we will keep you informed as to how long your wait will be. You may be scheduled for a service appointment such as a throat culture, urine test, or blood pressure check. Most service appointments have an associated co-pay. Ask the receptionist or MA if you have questions about your service appointment co-pay.

Phone Advice
Patients are encouraged to call with any medical questions they may have. Our physicians have appointments scheduled continuously throughout the day, and are not always available to answer every call. Our physicians have registered nurses who are available to answer your questions or return your calls. A nurse will work with your physician to help meet your needs. We ask that you leave phone numbers where you may be reached during the day so that your call can be returned.

Lab Results
The medical assistant will provide you with any specific instructions (e.g., if you need to be fasting) in preparation for your blood tests. Your physician will review your lab work when it is completed. If any lab results are not within a normal range, a member of our staff will contact you and discuss the results with you. Your physician may choose to mail your results and recommendations to you. Before leaving the office, clarify with your provider how you would like us to contact you. Please allow 2-3 weeks for us to contact you. Alarming abnormalities will be addressed in a timely manner. If you call about lab results, please provide the receptionist with the name of the test, date of the test and place at which the test was done.

Radiology Reports
Lee’s Summit does not have a Radiology Department so patients will be referred to Radiology departments approved by their insurance plan if x-rays or special radiology tests are needed. If any x-ray results are not within a normal range, a member of our staff will contact you and the results will be discussed with you. If you have not heard from us within two weeks, please don’t hesitate to call us. When calling about x-ray results, please provide the receptionist with the name of the test, date of test and the place at which the test was done.

Form Completion
From time to time, you may have forms that need to be completed by your physician (physical forms, immunization records, work excuses, etc). When possible, we ask that you provide us with 48-72 hours to complete the forms. There is a service charge for completion of some forms which are not done at the time of an office visit with your provider. See the receptionist regarding charges.

Referral Requests
Many insurance plans require you to have a referral and authorization from your primary care provider to see a specialist outside of your office. We recommend that you become familiar with your health plan’s specific policy. We require 72 hours notice to process these requests and check eligibility with your insurance carrier. So that we might quickly process your referral, we will need the following information: your name, birth date, ID number, primary care physician’s name, specialist’s name and phone number, why you are seeing the specialist and any procedure / surgery you are to have done. Completed referrals may be picked up from our office. In case of questions regarding claims, it is important that you keep a copy of the referral for your records. It is the patient’s responsibility to know the benefits and exclusions of their insurance plan. Contact your insurer’s customer service for this information.

Urgent Care
Urgent Care has the capability to provide care for minor emergencies and illnesses.

Urgent Care services are available at our Wornall office. Appointments can be scheduled by calling (816) 942-8200. Please note Urgent Care does not have access to your medical record information and is not able to complete forms or refill routine medication. Urgent Care is open evenings and weekends. (The hours of operation may be adjusted according to the season.) A nurse is available to answer any questions you may have.

Prescription Policy
If you have an illness that requires prescription medication, you may be asked to schedule an appointment to be examined before treatment is started. Refills of long term medication will be given over the phone at the physician’s discretion. To insure accuracy of prescription requests, we ask that refills are called or faxed to our office from your pharmacy of choice during normal daytime office hours, Monday through Friday, so the physician can review and update your medical file.

Notify your pharmacy for refills. Our fax is (816) 246-0220. Patients are requested to give 24-48 hours notice when requesting a refill. Narcotic prescriptions will not be refilled when the office is closed.

Medical Records
Medical Records can assist you in obtaining records from your former physician or by sending records located here to an outside physician. In order for your medical records to be at our office before your first appointment, you will need to sign a medical release, and we will then request a transfer of your records from your doctor. If you want your records sent to another physician before your first appointment, we ask that you give us at least two weeks notice. You will be asked to fill out a release of information form. A copy service fee may be applicable

Emergencies
Our phones are answered 24 hours a day. During non-office hours, a physician or nurse will be available to return your call. If your emergency is life threatening, call 911 and proceed to the emergency room. (Be aware of your insurance protocol for emergency room authorization and notification of your primary care physician).

Insurance and Billing
All patients will be responsible for any fees / co-pays incurred at the time of service. A billing fee will be added to any charges not paid at this time. Some insurances require you to submit your claim to the insurance company. You will need to complete the necessary information on a claim form and attach a copy of your bill and payment receipt for reimbursement. In most cases, we can file your claim for you on request. You may be responsible for charges not covered or authorized by your insurance. Our office participates with many insurance plans and accepts Medicare assignment. If you have questions as to whether we participate with a specific insurance, please ask a member of our staff. Should you have any questions regarding filing claim forms, please contact our billing office at (913) 495-2221.

Concerns
Our office strives to provide quality medical care in a courteous and professional manner. Should you have concerns regarding your care, please contact the office manager. Thank you for allowing us to provide your care.

The Information contained herein may to reflect the most recent policy changes. Encompass Medical Group reserves the right to change any of its policies without notice.
Therefore please contact your local Encompass Office for more accurate and detailed information.

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