Centura Health

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Centura Health

Patient Policies

Patient Policies:
Avista Family Medicine is committed to meeting your primary health care needs and believes in the “Patient Centered Medical Home” model of delivering care. The following information will allow us to serve you better.

Calls to the office:
If you have any questions or concerns, please feel free to contact our offices between the hours of 8 a.m. and 5 p.m.  Someone will return your call as soon as possible, usually within 4 hours. If the matter is an emergency and cannot wait 4 hours for a response, please let us know when you call. For some problems, such as severe abdominal pain, we may recommend that you go directly to the emergency room to be seen.

Cancellation of appointments:
We understand that circumstances can occur that make it necessary for you to cancel or reschedule an appointment. Please contact us at least 24 hours ahead of time if you need to cancel or reschedule your appointment. We often have people we can move up in the schedule if we know there will be an opening.

Test results:
We try to call with your test results as soon as they are available and reviewed by your physician. However, because tests are performed at many locations throughout the region, there can be a delay in the results getting back to us. If we have not called with your test results within a week of completion of your test, please call us and we will locate the results and call you as soon as possible.

Prescription refills:
At Avista Family Medicine, we believe in setting up planned care visits for refills of medications for chronic diseases.  At the time of the planned care visit, your physician will determine an appropriate time for the next visit and fill your prescription with refills until that time. If you need a refill of a medication we prescribed for you, it is a sign that you need to set up your next planned care visit. We understand that life is busy and sometimes patients forget to set up appointments, so we will consider re-filling the medication for a short time until you can set up an appointment, but that may incur additional co-pay expenses on your part.  Please allow at least 48 hours for a temporary refill, and know that refill requests after 12:00 p.m. on Fridays might not be taken care of until the following Monday. On-call physicians will not refill medications for chronic diseases.

Narcotic, Stimulant and Controlled Substance refills:
Certain refills require a written prescription, such as for narcotic pain relievers or stimulant medications. Other medications must be written, faxed or called-in to the pharmacy, such as sleeping pills, anxiety medications and tranquilizer medications.  Your physician will give you instructions on how to obtain refills or set up a scheduled planned care visit to take care of refills.  Requests for refills of these scheduled medications MUST be completed during office hours.  On-Call physicians will NOT refill scheduled medications.  For your safety, your chart must be available for review before a narcotic or other scheduled medication can be prescribed or refilled. We will NOT refill or call in any narcotic prescriptions after hours or on weekends. Again, please allow at least 48 hours to process the request.

We are happy to bill your insurance for services rendered. Should you have changes in your health coverage, please notify us immediately so that accurate billing can occur.

There will be a $25.00 service charge for completion of any disability/comprehensive return to work forms. This fee will be collected when you pick up your completed forms. Also note, we do not do disability ratings nor do we manage patients for long-term disability.

Thank you for allowing Avista Family Medicine to assist with your health care needs. We hope your experience with our family care practice is a positive one and results in the best possible outcome. We look forward to seeing you soon.



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