Northland – Gladstone 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 Northland office of Encompass Medical Group. Our goal is to provide quality medical care to you and your family. This pamphlet will provide you with information regarding what you should expect from our office so that we can help meet your needs.

To Contact the Northland Office
Our telephone number is 816-453-1818. Our fax number is 913-495-3712. When calling, tell the switchboard operator the reason for your call and you will be connected to the appropriate department. Please call during regular daytime hours to schedule routine appointments.

To Schedule an Appointment
So that we may serve you more promptly, please have the following information available when you call the office:

1. Who needs to be seen (you or a family member).
2. Name of your insurance carrier.
3. Which physician you want to see.
4. Why you need to be seen.(illness/problem/physical, etc.)

Your Appointment

  1. Please arrive 15 minutes before your scheduled appointment time so that we can update your patient information.
  2. Please 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 copay at the time of check-in. If you are being seen for injuries related to workmen’s compensation or possible third party liability issue, please provide all insurance information (name/address of responsible party or employer, etc.) which can be used in billing for the cost of these types of visits.
  3. For each visit bring all of your medications in their containers with you. If you are allergic to any drugs, let your physician know.
  4. If you need to cancel or reschedule your appointment, call us as soon as possible. If you are late for your appointment, we will do our best to accommodate you; however, first priority is given to already scheduled patients.
  5. Appointments for urgent problems are available daily.
  6. 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. 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.


Phone Advice
Patients are encouraged to call with any medical questions they may have. Our physicians have appointments scheduled continuously throughout the day, and only return calls at lunch and end of day. 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 reached during the day so that your call can be returned. Phone numbers are preferred over pager numbers. Please leave pager #’s as last resort only.

Lab Results
Your physician/nurse practitioner will review your lab work when it is completed. When lab results are in normal ranges, you will be notified of these results by mail within two weeks. If any lab results are not within a normal range, you will be contacted by a member of our staff and these results will be discussed with you. 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
Our Radiology Department is open from 8:30 a.m. to 5:00 p.m., Monday through Friday; no appointment is necessary. Please bring your insurance card with you to your appointment.

When test results are in normal ranges, you will be notified of these results by mail within two weeks. If any x-ray results are not within a normal range, you will be contacted by a member of our staff and results will be discussed with you. 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.

Referral Requests
Many insurance plans require you to have a referral and authorization from your primary care provider to see a specialist outside of our 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.

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.). Where possible, we ask that you provide us with 24-48 hours to complete the forms. Please leave the forms with the medical records department. Forms not brought in at time of visit will be charged a completion fee.

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 medications will be given over the phone at the physician’s discretion. To insure accuracy of prescription requests, we ask that refills be 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. Our fax number is:(913) 495-3711.

Patients are requested to give 24-48 hours notice when requesting a refill. You or your pharmacist may make the request. Information required is the patient’s name, medication name (correct spelling), dosage, directions and quantity of medication needed. We will also need your physician/nurse practitioner’s name, pharmacy name and phone number, and a number where you may be reached in case of questions. Narcotic prescriptions will not be refilled when the office is closed. Narcotics refills should be requested before 1 p.m. Please allow the same turn around time. Pharmaceutical samples will only be given at the time of an appointment.

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/nurse practitioner.)

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.

Medical Records
Medical Records is located in the back of the building. This staff 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. Medical Records can also assist you in printing dates of service reports.

Insurance and Billing
All patients will be responsible for any fees/copays 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. If so, 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. 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 medical center 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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