Frequently Asked Questions
Appointments & Scheduling
Q: What are your hours?
A: The doors are open from 7:30am to 6:00pm Monday through Friday and 9:00am to 4:00pm Saturday. The only exception is our Occupational Health department that is closed Saturday.
Q: What is your latest appointment?
A: 5:30 p.m. Times vary for Occupational Health services
Q: How late can I walk in and be seen?
A: Our doors are open until 6pm for walk in service. We will do all we can to accommodate a patient, however some issues may require you to be scheduled for an appointment.
Q: What are the Lab’s hours?
A: The lab is open from 7:30am to 6:00pm Monday through Friday and 9:00am to 4:00pm Saturday.
Q: Can I walk in for a same day physical?
A: No. All physicals need to be scheduled but usually we can schedule it the next day.
Q: Are you open on Saturdays?
A: Yes, for walk-ins only (9am - 4pm). Please note our Occupational Health department is not open Saturday.
Q: Can I schedule an appt for a Saturday?
A: Saturday is our walk-in clinic so scheduling an appointment is not necessary.
Q: What should I bring if I’m a new patient?
A: Your insurance card(s), driver's license, co-payment. If you are not covered by insurance, a $200 deposit is required at check in, which is applied to the charge. The remaining balance is due when the appointment is completed.
Q: I heard I could walk in and see your doctor on call any time.
A: Yes. Keep in mind there may be a longer wait depending on the number of people to see the on-call doctor.
Q: When is the best time to call for an appointment?
A: Our peak calling time is between 8:30am-10am every morning, especially Mondays. For faster service, use our on-line appointment request via the portal, or call after 11am.
Q: How early should I arrive for my scheduled appointment?
A: We ask you to arrive 15-minutes prior to your scheduled appointment time. This allows ample time for check-in and the completion of any neccessary paperwork. This is also a courtesy to the patients who have appointments following yours. We want everyone to get their fair share of time with the Doctor.
Q: How much am I expected to pay?
A: Your copay and deductible and any non contracted usual and customary fees. If you do not have insurance you are expected to pay in full at time of service.
Q: Why might I get a bill if I have paid my account in full at the time of service?
A: Depending on your condition, your doctor may sometimes order additional blood or urine tests. Some of these tests are done in combination with tests already performed. In most situations, we cannot bill for these tests until we receive the results, after you have already left the clinic. In many cases they are not received for billing from the lab for up to 12 weeks after your date of service. As frustrating as this may be, please understand that these tests are done so the physician may better care for you.
Another reason you may get a bill is due to our auditing process, although we try to catch all charges upon check out. We understand your time is precious, therefore auditing of your visit is saved until after you have left the clinic. At this time our certified coders make sure the charges have been correctly attached to your fee slip. Should there be a discrepancy one of our staff members will call you to make sure you have been notified of the correction.
Q: How long will it take to receive a refund?
A: We try to refund credits on accounts within 6 weeks of a patients request for one. This is dependent upon receiving payment from your insurance company on outstanding claims. If you feel you have a refund due you because you overpaid your copay or deductible, we still need to wait for the insurance payment to come to us. This can take up to two weeks after you receive your explanation of benefits.
Q: What do I do if I do not agree with my bill?
A: If you have any questions about your bill you should contact the billing office at 279-8486.
Q: Can my Spouse speak to you about my account?
A: Due to the Health Information Portablility and Accountability Act (HIPAA) we cannot disclose patient information to anyone, regardless of relationship, other than the patient without their consent. You may fill out a release of information form that will allow the doctor's office to speak to the person you designate. Please see our Patient Privacy Notice for more information. There is also an option to create a "Family Account" on our patient portal.
Q: Do you do flu/pneumonia/gardasil/shingles injections?
A: Yes we do. The flu shot is usually offered between approximately October through December.
Q: Will I see a Doctor during my visit?
A: Yes! Our patients have the option to see an MD or DO!
Q: Do you have translators on site?
A: For your comfort, it would be best to bring a relative or friend with you to your appointment. We do have staff members who speak the following languages to assist if the need arises:
Spanish, Korean, Japanese, Chinese, Tongan, Visaya, Samoan, Hindi and Punjabi
Q: What type of Physicians do you have?
A: All of our physicians are family practice doctors who work with infants, children and adults. They are all Medical Doctor's. Our patients have the option to see an MD or DO!
Q: Do you have DOT doctors?
A: Yes, we have doctors who do DOT physicals.
Q: Do you have FAA doctors?
A: Yes, we have 5! Doctor Aarons, White, Reeves and Wiggins provide all classes of flight physicals. Dr. Ray Robinson provides student and Class III aviation physicals.
Q: How many doctors do you have? Do you see infants and children?
A: Currently we have 17 physicians at our clinic. 5 female and 12 male. And yes, we happily treat infants and children. In fact, pregnant Mom's to be may schedule a free meet and greet apppointment with 2 of our female physicians- Dr. Robinson and Dr. Gaskill.
Q: Do you have any female doctors?
A: Yes, we have 5 female physicians-Dr. Michele Chase, Dr. Julie Robinson, Dr. Jill Gaskill, Dr. Kieara Conway and Dr. Briana Cranmer.
Q: Do all of your doctors do female annual exams?
A: Yes, all of the physicians are family practice providers.
Q: If my regular doctor is unavailable, can I see someone else?
A: Yes-any available physician may see you. Our Doctors work as a team and your records are available to all our Physicians. We also have a doctor on call that will have your clinic chart with your medical history available for assistance.
Q: Can I make an appt with your Dermatologist?
A: A certified dermatologist is NOT staffed at our clinic, although our doctors do treat many skin issues, including mole and skin tag removal.
Q: Can I see just one physician?
A: Absolutely! We encourage you to establish a relationship with a provider of your choice. We also encourage you to have a back up in case your preferred provider is unavailable or out of town. At MPFC there's no need to fill out more paperwork as your medical information is held on site.
Your Lab Results
Q: How long will it take to get my lab results back?
A: That depends on what labs your doctor ordered. Some results, like cholesterol and lipids come back fairly quickly - within a week. Others, like some chemistry tests and pathology reports can take up to two to three weeks. Still others, such as culture growths may need to get sent back for further testing based on the results of the initial test. X-Ray and ultrasound reports are typically returned within the same or next day.
Your Medical Records
The patient-physician relationship is extremely confidential. Any information exchanged is guided by HIPAA regulations and is held in the strictest of confidence. Confidential medical information will be released only with the express consent and authorization of the patient.
Q: How do I request my records?
A: You may complete a records request at our office, print a release from the "Printable Documents" portion of the website, via our secure patient portal, or if you are seeing a physician elsewhere they can request the records on your behalf. Make sure you have the name, address, phone and fax number of the place you want records sent to/from. Requests can be faxed to our Medical Records department at 257-8192.
Q: Is there a charge to receive my records?
A: There is no charge if a physician requests your records or if you are requesting only your last visit. Otherwise, a charge of $25 is assessed to cover our costs.
Q: How long does it take to get my records?
A: Seven-ten days after we receive the request and, if applicable, payment. Under certain special circumstances that time can be shortened.
Q: Can my spouse or relative pick up my records?
A: Yes, as long as they are specificied on the authorization form, found below.