Independence FAQ’s

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Office Hours
The Independence Office offers extended hours Monday through Friday from 8am – 8pm and Saturday from 10am – 2pm. Our office is open as a walk in clinic and will accommodate walk-in patients.

Welcome to the Independence 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 Independence Office

Our telephone number is 816-356-5000. The fax number is 913-495-3740. When you call, tell the switchboard operator why you are calling and you will be connected to the appropriate department. Please call during regular daytime hours to schedule routine 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 10-15 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 are your current problems or concerns. 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.

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. 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. Lab hours 8:00-5:00 Monday – Thursday and 8:00-4:00 Friday.

Radiology Reports

Our Radiology Department is located on the first floor and is open from 8:30 a.m. to 5:30 p.m., Monday through Friday. No appointment is necessary. Please bring your insurance card with you to your appointment. Non-invasive x-rays (chest x-rays, abdominal films, x-rays of arms and legs) are performed in our Radiology Department. 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 24-48 hours to complete the forms. Please leave the forms with the medical records department. 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 48 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.

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. Prescription refills may be faxed to (913) 495-3740. Prescription refills for the Pediatric Clinic may be faxed to (816) 356-8810. Patients are requested to give 24-48 hours notice when requesting a refill. Information required is the patient’s name, medication name (correct spelling), dosage, directions and quantity of medication needed. We will also need your physician’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.

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. Medical Records can also assist you in printing out dates of service reports.

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 / 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. 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.

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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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