POLICIES & PROCEDURES
Telephone Call Policy
Every phone call is important to us, and we will attempt to answer your calls and return your phone messages as promptly as possible. Please leave a phone number where you know we will be able to reach you. If you call for an urgent matter, we will make every effort to respond immediately.
Please be aware that the provider will not leave their scheduled patients to return routine phone calls; these are generally answered after patient care sessions are finished.
Good medical care cannot always be an accomplished over the phone so we may advise you to schedule an office visit to discuss your concerns, problems, or test results.
Arbor Lane medical group is committed to providing high-quality, comprehensive family healthcare and personal service to our patients. For every commitment, there is an obligation. It is the patient’s responsibility to meet all financial obligations.
It isn’t possible for us to know all the covered benefits, co-pays and documents for each individual plan. It is still your responsibility to ensure that all services rendered or referred by Arbor Lane Medical Group on your behalf are paid in full.
Our clinic is open Monday through Friday. Office visits are by appointment which should be scheduled in advance. Same day appointments are available for urgent or sudden illness. However, we have a limited number of same-day appointments available every day.
If you cannot keep your scheduled appointment, we ask that you notify us as soon as possible. You may be charged a fee if office visits are not canceled at least 24 hours prior to a missed appointment.
If you have a life-threatening emergency, you should call 911 or go immediately to the nearest emergency room.
After hours care is provided by calling our On-Call phone (248)568-9472 which will be forwarded to the provider on call. This service is not for prescription refills or making appointments. Patients must call back during normal office hours for these services.
Walk-in visits should only be used for true emergencies, as they create a scheduling problem for everyone. We ask that you please call first so we can advise you on the best approach to ensure appropriate medical care. In the event that you cannot call ahead and your need is urgent, we will have a member of our clinical staff evaluate your needs and you will be seen on a first-come, first served basis, depending on the urgency of the situation.
We require 48 hours for prescription refills. Prescription refills should be requested at least one week prior to running out. Please make sure you have the name of medication, strength, directions, pharmacy name and phone number.
Medical Records Policy
Please allow 30 days for your medical record release request to be processed. If you have a situation in which you need your copies sooner, please contact the office and they will assist you.
Completion of Forms
All forms will be completed in 7 to 14 days (you will be contacted when forms are completed)
A referral, also called the preauthorization, is an approval our office must obtain before a consultation with a specialty provider, or before an imaging/ radiology tests or procedures. Without this prior approval, your medical care may not be covered or you could be responsible for 100% of the bill.
Arbor Lane Medical Group must authorize a referral to obtain care medically appropriate for your health condition. We require an office visit prior to the approval of any referral to determine the appropriate treatment. The provider can treat most medical conditions here in our office. If, after a consultation, a specialty referral is needed our office will provide you with suggestions of specialist we have utilized in our practice. If a referral is needed for radiological testing or procedure, our office will provide you with the order for the center.
You have following responsibilities;
1. Verify the specialist for centers participating in your plan
2. Schedule your appointment and provide the specialty officer center with your personal and insurance information.
3. Inform our office of the specialist name or center, date of appointment, phone and fax number. (Backed dated referrals will be denied)
We require 7 to 14 days advance notice for specialty referrals.
Our office will:
1. Complete all referral forms
2. Contact your insurance company to obtain authorization
3. Fax to the specialty location your referral and pertinent medical information
4. You will be contacted when the referral is complete
Our office reserves the right to deny referral if it is not medically urgent and authorized by our providers.
Please allow at least a week for standard lab test callbacks. For specialty labs, call backs may take up to two weeks.