FAQ
Here are some quick answers to several common questions we often receive at FWNC. If you’re curious about something that isn’t listed here, please contact us.
How do I make an appointment?
Easy! Once you’ve been referred by your primary care physician, or another referring physician, you can contact us online, visit the patient registration, or call our West Office at 260-436-2416 or our North Office at 260-460-3100.
What information should I have on hand when I make an appointment?
Please have the following information handy:
- Referring physician
- Nature of your problem
- Date last seen
- Physician last seen
- All insurance information
- Employer information of the insured
- Phone number/email address to reach you
How do I cancel or change my appointment?
Simply call the scheduling desk and provide your name, your doctor’s name and the date and time of your appointment. We ask that you please provide a minimum 24-hour notice when cancelling an appointment. And, remember, there is a $75 charge for new patients who do no keep their scheduled appointment.
What can I expect at my first appointment?
We ask that you please arrive early enough to give yourself sufficient time to complete the registration process. Upon arrival check in with the receptionist and provide the patient’s name, physician’s name, and the time of your appointment.
Also, at this point, inform the receptionist if you preregistered online. You’ll be called to the registration desk to verify your preregistration information or have your record updated. Be prepared to give the following information:
- Patient’s name, address, phone number and emergency contact
- Responsible party information
- Insurance information — including a card that will be copied for our files.
- Employer information for insurance verification
- Date of last appointment
Upon completion of the process you’ll be called back to see the doctor as soon as an exam room becomes available.
When is payment due for my appointment?
Payment is expected at the time of services. After you have seen the doctor please STOP at the scheduling desk to schedule any tests or return appointments. From there you will be directed to the cashier’s desk. FWNC accepts cash, personal checks, Visa, Mastercard, Discover and American Express. You will be given a copy of an itemized superbill that you should attach to your own insurance form to file with your insurance company.
HMO Plan members: You must have a referral from your primary care physician each time you visit. If you do not have this authorization form, you will be expected to pay for the services rendered at the time of your visit. Additionally, if your insurance plan requires a co-payment for the services being provided, the co-payment is expected at the time of service.
Will my doctor be my main contact?
No. Your main contact will be your physician’s nurse when you have questions regarding your care, treatment and prescriptions. Please provide the physician’s nurse with your name and telephone number at the time of your office visit.
Your physician’s nurse will be happy to answer your questions or forward them to your physician if needed. Either the nurse or your physician will get back to you as promptly as possible — usually within 24 hours. If your nurse is not available when you call, please leave a message with the following information:
- Your name — with correct spelling.
- Your telephone number.
- A short message describing the reason for your call.
The nurse will return your call as soon as possible. Please note: after 4:30 pm the nurse will only take EMERGENCY CALLS.
When can I expect my routine prescriptions to be filled?
Routine prescriptions will be refilled only during normal office hours. It is your responsibility to monitor your medications to ensure you do not run out of medicine after office hours or on weekends.
Remember, your physician may not always be available after office hours. And the physician on call — if not familiar with your case — may choose not to order medication for you.
Prescription refills may be obtained simply by asking your pharmacist to contact our office. Or you may call the center between 8:30 a.m. and 4:30 p.m., Monday through Friday and speak with your physician’s nurse. Be prepared to give:
- Your name
- Medication name
- Medication dose
- Method you are taking medication
- Prescription number
- Pharmacy name and phone number
If your nurse is unavailable when you call, please leave a message with this information. Please be aware that certain medications require written prescriptions and cannot be ordered by telephone. For emergency refills after hours, have your pharmacist contact the physician on call through the physician answering service at 260.482.3654.
Who is responsible to pre-certify my upcoming procedure?
It is your responsibility. You should be familiar with the requirements and restrictions of your insurance coverage. Please review your insurance policy before your scheduled visit. Some insurance companies require prior authorization or pre-certification for medical services that may be ordered by your physician in the course of your treatment. This is particularly true if you belong to a prepaid health plan such as an HMO or a PPO.
Your coverage may also require that you return to your primary care physician for the authorization or completion of many lab tests or x-rays that are routinely ordered. And remember, some plans identify specific hospitals or medical care providers which are to be used if you expect full coverage under your insurance plan.
Please provide this information to the scheduler if any hospitalization or tests are ordered. The physician — or the physician’s staff — will make every effort to assist you in fulfilling the requirements of your insurance company. But the ultimate responsibility is yours.
