Office policies

 

At All About Kids Pediatrics, our goal is provide your children with the best quality health care available. To ensure that each and everyone receives the service their health requires we have employed the following list of policies. We ask that you please respect these policies when bringing your children to our office or communicating with our staff.

Thank you.

Vaccine Policy

It is imperative for our patients to be vaccinated for their own safety as well as the safety of the rest of our patients that you may come in contact with in our waiting room.

Waiting Room

We ask that you limit the number of guests that accompany you and your child for an office visit. Seating is limited in our waiting area furthermore; your guests might be exposed to illnesses.

Please do not leave children unattended in the waiting areas. We request that you not bring food or beverages (other than formula) into our office. If you need to throw something away, please ask the receptionist at the front desk.

We tidy up and disinfect our waiting room twice a day. We encourage you to bring your child’s favorite books or small toy to help them be entertained and more comfortable while they await their visit.

Sick and Well Visits

The appointment time for sick children is shorter than for well child visits. If your child is already scheduled for a well visit but happens to be sick we can usually still do the check-up. If your child is scheduled for a sick visit we usually do not have time to add on a well child check or sports physical.

 Add On Sibling Sick Visits

Our schedule allows for several work-in slots every day to accommodate our patient’s needs. If you have a scheduled sick visit for one child and feel another child in your family needs to be seen, please call ahead so we can review the physicians’ schedule to make sure the time is available. We will try our best to accommodate you but must also be cognizant about the families that had already previously scheduled an appointment.

 Appointments

We see our patients by appointment and do our best, within the limits of circumstances that we can control, to see our patients on time. We feel that patients deserve our attention during the appointment time we have reserved for. We will make every effort to see your child on time because we know your time is as valuable as ours. If you arrive at our office without an appointment, we will have our staff assess your child and determine the urgency of your child’s illness. We will then offer you an appropriate appointment time and ask you to return for that. If necessary we will refer your child to the local emergency room. Should we have an emergency in the office and our schedule is significantly backed up, our staff will give you the option of rescheduling your appointment.

As hard as we try, we cannot always predict the needed amount and/or duration of appointment times correctly. The volume of patients and the degree of illness is not always predictable. You can help us schedule the appropriate appointment time for your child by giving our staff the purpose of the visit, and the specific nature of your concerns and if your child has any diagnosis or chronic illness that will need to be addressed at their well visit. We also ask that you come to your appointment 10-15 minutes early to update demographics and verify insurance.

We confirm all appointments 2-3 days before your scheduled time as a courtesy. You will receive an automated message that will remind you of your appointment time and any medications or paperwork that you need to bring. Please listen to this message in it’s entirety so that you can come prepared. If for some reason you do not hear from us by the day before your appointment, please call us to verify your appointment time.

Missed or Cancelled Appointments

Any appointments that are missed or not cancelled within 24 hours of the scheduled appointment time may be charged a missed appointment fee.

Your appointment time is reserved exclusively for you and your child. Please be considerate of others – if you miss your appointment or cancel at the last minute, we will be unable to care for another patient in your child’s place. As a courtesy, we make appointment reminder calls. However, should you not receive this courtesy call and the appointment is missed, the charge will still apply.

At our Practice, we believe that we can provide optimal Pediatric care only if we have enough time set aside to adequately examine your child, discuss your child’s condition and treatment options in detail with you. This requires that you arrive on time for your appointment. If you are late for your appointment, we may not be able to accommodate you, and we may need to reschedule your visit. If you think that you will be late for your appointment, please call us as soon as possible, so that we may advise you if your late arrival can be accommodated, or if we will need to reschedule you.

Chronic Conditions / Consultations

If your child has a chronic, medical issue we may need to schedule a longer, consultation type appointment. Examples: headaches, stomach problems, behavior concerns, new patient with a chronic illness (asthma, diabetes). Please leave a message for our advice line to call you back and discuss the situation so we can book the appointment appropriately.

Phone Calls

We receive many calls each day, and we do our best to answer each call as quickly as possible. We take questions regarding appointments, prescription refills, insurance, etc. during normal office hours. Here are some tips to help you save time.

Listen to the phone options for what you need; an appointment, check on a prescription or a referral and press the appropriate option. Any questions that can wait until your child’s routine check up please write down and bring with you to the check up appointment. To minimize delays in processing your non-urgent calls, avoid our busiest hours, which are early morning and after school. You may experience more difficulty getting through on Monday and Tuesday. Please DO NOT LEAVE messages on multiple different lines as this delays us from being able to call back the many calls that we receive daily. May we also suggest accessing your patient portal. Many concerns can be addressed there including scheduling appointments, viewing lab results and sending a non-urgent message.

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After Hours and Emergencies

If you believe you have a life-threatening emergency dial 911 or go to the nearest emergency room. We recommend the hospitals that specialize in infant and children’s care – Phoenix Children’s Hospital or Cardon Children’s Center (previously known as Banner Desert). When an urgent need arises after our scheduled office hours, you can reach our after hours nurse 602-667-4693. Your call will be answered and appropriate recommendations will be made. If you are directed to an Urgent Care we recommend PCH Urgent Care on Higley in Mesa or All Kids Urgent Care in Chandler. We recommend you take your child to a Pediatric UCC, as pediatrics is very different then adult medicine.

We have found that answering services are not flawless. If you’re after hours call is not returned in a reasonable amount of time, please call the service back and let them know this is the second time you have called.

Referral To Specialists / Testing

We can help you find a specialist and/or an outside testing facility and will work closely with them to care for your child’s needs. Our physicians will help you decide when a specialist or outside testing is necessary. Depending on the situation you can discuss your needs with your physician when you are in the office.

 

Medical Records

If your child receives care out of town or after hours from another practitioner, please bring a copy of the visit, or ask them to mail / fax a copy so we can keep your child’s medical record complete.

If you are transferring your care to another physician – you may request your records to be transferred by completing the “Authorization to Release” under Patient Forms. Records transferred to another physician are sent as a courtesy for continuing care. However, if you request a set of records for personal or insurance purposes, a handling charge will be incurred. Please allow 10 business days for records to be copied and sent.

Form Policy

At some point you will likely require a form to be completed for your child. We request that you bring these forms to your child’s well visit, and we will be happy to complete them free of charge with the exception of FMLA forms. However, any form submitted at other times will require a payment of $10 per form at the time of the request. Due to the complexity of FMLA there will be a $25 fee.

Please allow us 3-5 business days to complete.  Once completed, we can have the forms available for you to pick up at the office or we can return the forms to you by mail (with a self addressed stamped envelope) or by fax.

Divorce, Separation and Custody 

“Joint Custody” means that each parent has equal access to the child’s medical record.

Without a court order, we will not stop either parent from looking at their child’s chart, discuss what each parent told the doctor when they were here last, notify the other parent when a child is being treated, or call the other parent for consent prior to treatment.

Should the issues that come between parents become disruptive to our organization, we will discharge the patient from our care.

Credit Card Policy

We have implemented a policy requiring a credit card to be held on file.  As you may be aware, the current healthcare market has resulted in insurance policies increasingly transferring costs to you, the insured.  Some insurance plans require deductibles and copayments in amounts not known to you or us at the time of your visit.

Similar to other retail establishments, you are asked for a credit card number at the time you buy or use a service.  The information will be held securely until your insurances have paid their portion and notified us of the amount of your share, you will receive a statement.  At that time, any remaining balance owed by you will be charged to your credit card, and a copy of that charge will be mailed to you.  This is an advantage since it makes checkout easier, faster, and more efficient.  This in no way will compromise your ability to dispute a charge or question your insurance company’s determination of payment.

Patients with verified Active AHCCCS or are on KIDSCARE coverage are exempt from having to have a credit care on file.