NORTHWEST PULMONARY AND SLEEP MEDICINE OFFICE POLICIES
Please review the following policies which have been put in so that we can provide you with efficient and excellent care.
Calls and Messages:
Urgent calls (illness or acute symptoms) will be addressed by the end of the business day. We do our best to get in touch with you as soon as we get your message but please remember, we are busy providing care to patients in the office during the day and may not able to return phone calls until the end of the day. Texting through the Klara system and sending messages from your patient portal will always be the fastest means of communication during business hours. They both are safe and HIPAA secure and become part of your medical record instantly. If you have questions on how either of these methods work, please let a staff member know and they will be happy to assist you.
Please note that non-urgent messages will be addressed within 3 business days. This includes any test or lab results, equipment requests, refills, billing questions, or routine questions. Please refrain from leaving multiple messages regarding the same issue.
Urgent calls (illness or acute symptoms) will be addressed BY THE END of the business day. Please note, we are busy providing care to patients in the office during the day and often do not have time to make phone calls until the end of the day. Please refrain from leaving multiple messages regarding the same issue.
Please allow 7 days for us to receive and review any test results before contacting you.
Please refrain from leaving multiple messages regarding the same issue as this reduces efficiency for the staff that are working on helping you.
Prescription refill requests called into the office will be addressed within 3 business days We do not fill controlled substances after hours or on the weekend.
Routine prescription refill requests will only be granted to patients who have been seen by one of our providers within the last 12 months.
For efficiency and accuracy of form completion, the following forms require a scheduled office appointment for completion:
- Home Bound form
- School/Sports physical forms
- Return to work/school forms
- Certification letter of sickness to excuse absence from work/school/sports
The following forms will be assessed a $10 fee for completion and will be completed within 7 days of the request:
- ComEd form
- Airplane travel form
- Letter of Explanation of Condition/Treatment, e.g. for attorney
Cancellations/No Show/Late Arrival
In order for our clinic to run on time, patients who show up over 15 minutes late to their scheduled appointments (without contacting us) may be rescheduled.
Patients who do not show up to their scheduled clinic appointment and have not called within 24 hours are subject to a fee of $50.
Patients who do not show up to their scheduled sleep study and have not called within 24 hours are subject to a fee of $100.
In the event of a life-threatening medical emergency, call emergency medical services at 911 immediately. DO NOT WAIT! Inform the emergency room staff that you are a patient of Northwest Pulmonary and Sleep Medicine and they will contact us. If the office is closed, a voice message will prompt you as to how to contact the on-call provider for further action.
After Hours Urgent Medical Needs
We realize that our patients become ill at all times of the day and night. For urgent concerns and emergencies, call the office and you will be prompted on how to page the on-call provider. Please be advised that if you page the on-call provider and the situation does not necessitate either an office visit the next business day, a trip to the ER, or is not related to an acute visit within the last 48 hours, you will be responsible for a $40 fee for the phone evaluation.
If it is not an emergency, please call our office during normal business hours. A good rule of thumb to determine if your concern warrants a call to the provider after hours is if you are contemplating seeking care in the emergency room. Requests for antibiotics, prescription refills, issues with CPAP devices, and test results are not appropriate after-hour calls.
Insurance / Payment / Billing
At Northwest Pulmonary and Sleep Medicine, we accept Medicare and most major insurance plans. Please contact your insurance company or you may call our office at 8154777350 to find out if we accept your insurance plan. Please be advised that if you are a new patient with commercial insurance and you have not yet met your deductible, you may be assessed a deposit at the time of consult.
If your insurance plan requires you to pay a co-payment, co-insurance, and/or a deductible, you will need to pay at the time of your visit. For your convenience, we accept cash, checks, Visa, and MasterCard. We can also set you up with Care Credit, a credit card that can be used for all health-related expenditures, www.carecredit.com
Outstanding patient balances are expected to be paid in full, or a payment plan set up with our biller, prior to your next scheduled follow-up or CPAP supply shipment.
If you have a question related to your bill or insurance, please call our office and ask to speak to the billing department.
If your insurance is an HMO/managed care plan and you are required to obtain a referral from your primary care physician, the referral must be obtained before you can be seen for an office visit.
Please coordinate this with your primary care physician in advance. Appointments will be rescheduled if required referrals are not received in the office by the time of your visit.