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Oyster Point Family Health Center Office Policies    Minimize

At Oyster Point we try to respect your time and provide medical services as efficiently as possible. We have created these policies to assist our providers in staying on schedule when you are in the office, and to provide the most timely service when you are accessing us by phone. We appreciate your cooperation.

After Hours Care Center: The After Hours Care Center (AHCC) provides urgent care for established Oyster Point patients. It is staffed by a nurse and one of our physicians or another family physician from Physicians’ Alliance. It is open on Saturdays from 4:00 p.m. to 9:00 p.m. and Sundays from 10:00 a.m. to 5:00 p.m. and is located on the first floor of Lancaster Regional Medical Center. If you require urgent care during these times call our regular office number- 898-2900 – and the nurse will schedule an appointment that day for you to be evaluated. Emergencies such as possible heart attack, stroke, serious injury, loss of consciousness and complex lacerations should receive care in one of the local emergency departments.

After Hours Emergencies: The Medical Bureau of Lancaster provides our answering service when our patients need to contact the physician on-call in emergency situations outside of our normal office hours. The Medical Bureau will page the physician to return your call in these situations.

Prescription Refills: Please allow 72 hours for our office to refill chronic medications. When your prescription nears the time for renewal contact your pharmacy who will then fax our office a form requesting approval of the prescription refill. This process helps reduce possible prescribing errors. If you require a written prescription refill or if you receive a maintenance medication dispensed from our office, please call our office at 898-2900 and press 6 for the prescription refill line. If you forget to contact us in advance for a refill and require a medication to be refilled on the same day you call there is a same-day charge for this service. Please avoid this by requesting prescription refills in advance. It is always best to get your regular maintenance medications refilled at the time of your regular followup office visit. You may be asked at time of renewal request to schedule an appointment if not already scheduled to review your treatment. Maintenance medications do require periodic office visits to review to assess effectiveness of the prescribed medication and to evaluate possible side effects and monitoring that may be necessary for the medication. The frequency of medical monitoring required depends on the medical condition being treated. We are better able to care for you if you bring an updated list of your current medications (including name of medication, dosage and number of refills remaining) to every office appointment.

Referrals: Please allow a 5 business day notice for any referrals required for services provided outside of our office. Most referrals can be processed in a shorter time period but certain procedures and diagnostic tests require precertification by your insurance carrier and ample time is necessary for this process. If you call the day of your appointment requesting a referral you may be required to reschedule your appointment. Providing our office with advance notice will prevent any unnecessary delays.

Medical Records Charges: There is a nominal fee for copying your medical record should you transfer from our practice.

Forms: There is charge for various forms that require your physician/provider to complete that are not provided at the time of an office visit (school, daycare, FMLA, employer forms, etc.). The charge is determined by the extent of the form that requires completion.

New Patients: New patients should arrive 15 minutes prior to their appointment to complete appropriate paperwork. Please bring your insurance card, a photo ID and some form of payment(cash, check, credit or debit card). New patients are encouraged to download Health History and Patient Profile documents from the Forms tab, complete them and bring them to their first appointment.

Missed Appointments: If you are unable to keep a scheduled appointment, please call us to cancel as soon as possible. At times our office schedule can be very full and missed appointments can prevent other patients from having that time available to them. There is a charge for missed appointments.

Late Arrival Policy: If the patient arrives 15 minutes or more after their scheduled appointment time the office staff will check availability with the physician/provider. If there is no availability the patient will be asked to reschedule.

Co-Pays: Co-payments are expected to be paid in full at time of service. If you can not pay your co-pay at the time of visit there is an additional processing fee added to the co-payment. Our office accepts cash, checks, credit cards(Visa, Mastercard, American Express, Discover) and debit cards.

Insurance: Our practice participates with most insurance companies. We ask that patients bring their insurance card at every visit, including labwork and immunization only visits. This is very important to ensure that all services provided are properly billed to your current insurance plan.

Payment Plans: Payment is expected at time of service. However, you may get bills for deductibles or non-covered services. Please do not ignore these bills. If you ignore these bills you will receive a letter and the outstanding bill could be referred to a collection agency. Our office is willing to work with patients to make payment arrangements so please contact our office manager to discuss a plan to make payment on your outstanding bill.


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