Office Polices & Procedures
Welcome to Advanced Kids Care. Please take a few minutes to look over our policies and procedures.
Our office is open for patient care Monday through
Friday from 8am to 10pm. We are closed for lunch from 12pm to 1:30pm daily and
open Saturdays from 9am to 12noon.
Patients are seen on an appointment basis. Well Child visits should be scheduled in
advance as much as possible. Our office will be available in helping you
schedule your child's appointment around your schedule. We will make every
effort to see sick patients on a same day basis. We ask for you to call in to
be given a time to come in to alleviate long waiting times.
Night Clinic and Saturday’s are for sick
Patients are seen in the following order:
Appointments (made at least 24 hours in advance)
Same Day Call-Ins (which are not considered appointments)
Walk-Ins (will be seen as soon as a provider becomes available)
value your time and will make every attempt to see your child in a timely
manner. Please extend us the same courtesy and be on time for your appointment.
If you are running late for your appointment, please notify the office and we
will attempt to make accommodations within our schedule. Patients who are more
than 15 minutes late will be rescheduled
for the next available appointment date.
Please consider the needs of other
patients. To improve access for other patients please call our office to cancel
or reschedule any appointments you are unable to keep.
visits may require more time. Please inform the receptionist upon scheduling an
appointment if your child has a detailed problem such as ADHD, learning
disability or in need of a procedure (ex. abscess, ingrown toe nail removal,
sutures, etc.). This enables us to plan
We understand there are
times you require special appointments to meet with our providers to discuss
various issue from behavioral problem to family environment. The preferred days
and times for these types of appointments are Tuesdays and Thursdays at 11am.
Nurse Visit Appointments
If you are instructed by
your provider to return on another day for lab work or to drop off specimens
(urine, stool, etc.) we ask that you make an appointment for a nurse visit to
alleviate your waiting time. Nurse visit appointments waiting time may range
anywhere from 5 mins – 20 mins if the visit takes longer than 20 minutes please
advise the front office.
Waiting Room Policy
In an effort to minimize
exposure to illness, we have partitioned our front lobby into separate well and
sick waiting areas. Transmission of most colds and contagious diseases is
through direct contact with respiratory droplets and not through the air.
Please wait in your designated area to help minimize transmission.
Reminder calls for
appointments are placed as a courtesy. These calls are not mandatory and not
receiving a reminder does not mean you no longer have an appointment.
Because we understand that you may
have questions that do not need a visit, you may call the office and press
option 1 to be transferred to our medical assistants. Our medical assistants are available
to assist you during normal business hours. They will take the message for the
provider and call you back with the provider’s response in a timely manner on
the same day.
Hours Telephone Calls
We are available to you 24 hours a day, 7 days a week. If your
child has an acute illness, injury or other medical emergency after hours
please call our office and you will be connected to the Tele-Nurse On Call. Please
do not call after hours for lab results, refills on prescriptions or referrals;
these must be done during normal business hours.
Cell Phone Etiquette
Please do not use your
cell phone when approaching the front desk or upon entering the exam rooms.
Cell phones can be very disruptive to the flow of patients. Taking pictures and
video recordings are not allowed in exam rooms.
We are only able to provide
school and work excuses for patients and/or parents who are seen within our
office. At the end of each office visit, you will be provided with an excuse
noting the day that you were seen and the date most appropriate for you to
return to school or work. Please do not ask our office to excuse missed days
outside of these guidelines.
strive to complete forms that are required for school, camp, sports, jobs, etc.
as soon as possible. Unfortunately, due to the volume of forms we receive and
our focus on immediate health needs of our patients, we require 3 business days
to complete them. Most forms have sections to be completed by the guardian
and/or patient, and this information must be completed before we can accept the
form. The patient must be up to date on recommended check ups. If you require
your form faster than 3 days there will be $10 rush fee additional to the cost
of the form.
All medical records
request must be submitted in writing. You may fill out a medical records
release in our office or download one from our website. Once we receive this
form, we will complete your request as quickly as possible. We charge a fee for
individual requesting and personally picking up records. There is not a charge
for sending these records to a physician's office.
If you are requesting immunization records to be faxed to you, you MUST give us
a written consent to release that information. If you are unable to fax us the
consent, we will only be able to mail them to your home or you can pick up a
copy in the office. While we endeavor to process request as soon as possible,
please allow up to 5 business days.
families in which the parents are either separated and/or divorced, the parent
bringing the child to the office is authorizing treatment. Therefore, that parent
is responsible for payment on the date of service. We will NOT call or contact
the other parent to obtain payment information. Please have the child’s
payments and insurance information with you when arriving for your office
visit. All fees associated with the visit, including but not limited to the
co-pay of the child’s insurance plan, are due at the time services are
rendered. Additionally, all account balances and charges deemed parents responsibility
by the contracted insurance plan are due to Advanced Kids Care by the parent
presenting the child for the date of service and authorizing treatment.
there is a divorce decree requiring the other parent to pay a portion or all of
the treatment cost incurred, it is the responsibility of the authorizing parent
to collect from the other parent. Advanced Kids Care will not make special
provisions or act as a mediator in collection of payment. We can provide a copy
of the claim or receipts of charges to the authorizing parent at each visit
upon request to assist in the collection of fee from the other parent.
of this policy may result in termination of care
Consent to Treat
We understand that
sometimes its it necessary for nannies, friends, or relatives to bring your child to be seen. In these cases please make
sure you fill out the Consent to Treat form.
Our office policy is that a parent or legal guardian must accompany a
minor (less than 18 years of age) at all times. This is our policy for several
- To ensure that the information we obtain is correct
- Allow you to hear our findings
- To have your consent to test, immunize, or to agree on
- Allow you to learn about the expected course of treatment, what
complications to watch for and request any follow up visits.
refills, we ask that you provide at least a 72-hour notice. Please call the pharmacy
and request them to call our office for authorization on the refill. This will
facilitate your request in a timelier manner. The medical assistants will
submit your request to your provider. Once the refill has been authorized, it
will be called to your pharmacy. If there is a problem with the request, you
will be notified by our staff.
note that Controlled Substance Medication refills cannot be refilled over the
phone. A 72-hour notice with an appointment for a nurse visit for patient
vitals is required for refill. At the
scheduled nurse visit appointment patient will be vitalized and will receive a
paper prescription with Dr. Douglas signature. Dr. Douglas requires evaluation
and follow up every 3 months with blood work. Patient does not need to be
Information & Updates
All patients must complete
our patient information form at initial visit and annually thereafter. We ask
for patient updates annually to ensure we have up to date contact information. If
your information changes within this time frame it is your responsibility to
provide us with the accurate information.
For your child's protection and security, photo identification
will be requested at the time of treatment, as well as medical records release.
Specialist referrals may be
made during office hours and will only be provided to patients who have had a
well-child exam within the last year. It
is your responsibility to contact your insurance to verify which specialist
takes your insurance, what the benefits are and if a referral authorization is
needed. Once you obtain this information contact our medical assistants to
obtain the appointment referral.
Laboratory Test Results
We will notify you of your
lab test results within one week. Please call if you have questions or want to
If your insurance requires a preferred lab please advise our staff before labs