Frequently Asked Questions (FAQ)
Our goal in offering these policies and procedures is to be responsive to your child’s needs, whether he or she is sick or well, and to allow for the best use of your and your child’s time.
Because our office is so small, we are not able to accept walk-in patients.
If your child is a current patient of our office, or if you are in the process of transferring your child’s care to our office, please give us a call. We will make every effort to see your child as soon as possible.
If we are not your child’s primary care provider, and you are not in the process of transferring care to our office, we ask that you seek care at your child’s current provider’s office, or call your child’s provider’s office for recommendations of where to seek care for urgent matters.
- 3 to 5 days (usually 2 days after hospital discharge)
- 7 to 14 days (also called the ‘2 week well-check’)
- 1 month
- 2 months
- 4 months
- 6 months
- 9 months
- 12 months
- 15 months
- 18 months
- 24 months
- 30 months
- 3 years
- Once each year thereafter for a visit that includes a physical exam as well as developmental, behavioral, and learning assessments.
Please give us a call (512-467-7334) to schedule your child’s first visit, which may be their well child visit, or a problem-oriented visit.
If you are transferring care, we ask that you request your child’s medical records from their previous provider. Most providers require you to submit a signed request- you may either use the previous provider’s form, or ours (here). It often takes about 2-3 weeks for us to receive your child’s medical records. Because of this, we also ask that you request the vaccine records be sent in advance of your child’s appointment. It is very important we have your child’s vaccine records before seeing your child for the first time.
We try to keep new patient paperwork to a minimum, so when you call to schedule their first appointment, we will ask for the following information:
- Child’s name, birth date, and gender
- Mailing address (this is where any statements will be sent)
- Phone numbers
- Name and birth date of parent holding insurance
- Insurance company, ID number and group number
When you come in, we will have a form printed for you to confirm we have the correct demographic information. We will give you a copy of our Privacy Practices and ask you to sign an acknowledgement. We will also ask you to sign our Financial Policy, and if you have a newborn who has not yet been enrolled in an insurance plan, we’ll also ask you to sign our Newborn Insurance Waiver. We will also give you an opportunity to enroll your child in ImmTrac, the Texas State Immunization Registry (which allows approved providers and schools to access your child’s vaccine record).
Please understand we have a strict vaccine policy, and are not accepting patients who do not intend to vaccinate. This is a sensitive issue, as we believe all children should have access to excellent care. However, we are passionate about preserving a safe environment for all our patients.
We schedule three different types of office visits:
- Routine visits, such as well child examinations, sports physicals, and new patient evaluations
- Follow-up visits for non-urgent problems such as weight checks, asthma, and ADHD
- Urgent visits for acute illness
Our policy is designed to accommodate each patient with the appropriate amount of time to provide the necessary evaluation and management of their condition.
Routine visits take up more time in the office and therefore are more difficult to work into the provider’s schedule. Routine visits are generally booked within two to three months. We ask that you plan as far in advance as possible when requesting an appointment.
Non-urgent follow-up visits may take a week or more to book. We do our best to work with patient schedules, and make every effort to accommodate individual needs. It is essential, however, we maintain availability to see patients with urgent problems.
Urgent problems, such as acute illness and injury, are usually seen within a day or two. If you feel it is necessary to be seen that day, please call our office before 10:00am. If you have an urgent complaint, we will offer you the earliest appointment available, which may be with one of our physicians, or with our nurse practitioner. In these cases, please be flexible. We’re certain you understand it is not possible to see patients on a walk in basis in our small office.
Unfortunately, it is not always possible to accommodate every single request for a same-day appointment. Depending on the urgency of your child’s problem, we may ask you to wait until the following day, or even refer you to urgent care or the emergency department for evaluation.
Some medical problems, such as dehydration, respiratory distress, or serious injuries cannot be treated within an office setting and necessitate more extensive facilities. In these situations, we may recommend immediate assessment in the emergency department (generally at Dell Children’s Medical Center or St. David’s Children’s Hospital).
Please follow this link to read our policy in its entirety: ‘GROW Vaccination Policy‘
We offer after-hours appointments Mondays and Fridays, from 5pm to 7pm. There is a charge for these appointments, which is often covered by insurance, but could result in a $40 out of pocket charge. Please call our office at 512-467-7334 to make an after-hours appointment.
We also rotate Saturday morning office hours with Children’s Medical Group and Austex Pediatrics. To make a Saturday morning appointment (for urgent needs only), please call Medlink at 512-660-6581.
Please call Medlink at 512-660-6581 to reach the on-call provider. We share call with Children’s Medical Group (Drs. Bell, McConnell, & Dodson) and Austex Pediatrics (Drs. Cassels & Glazener). We charge a fee of $25 for each after hours call. If the concern requires urgent attention, we will refer you to the nearest pediatric friendly emergency department or urgent care center. We recommend the following after hours/urgent care clinics:
- 411 Pediatrics After Hours (located in South Austin)
- ADC EasyCare (North & Southwest)
- After Hours Kids (Central)
- ARC Urgent Care (multiple locations in and around Austin)
- Dell Children’s Medical Center (East/Central)
- Dell Children’s ER at Seton Northwest (Northwest)
- Dell Children’s ER at Seton Hays (Southeast)
- St. David’s Children’s Hospital (North)
- Urgent Care for Kids (located in both Cedar Park and Round Rock)
Another great option for assistance after hours is the nurse line for your insurance company. Most insurance companies offer this service to their members free of charge! Please see the back of your insurance card or call the member services number for more information.
- Accountable Health Plan/Interplan Health Group PPO
- Aetna HMO, PPO, POS, EPO
- Aetna Whole Health/Seton Health Alliance
- Ambetter by Superior
- Averde Health PPO
- Blue Cross Blue Shield HMO, PPO, PAR
- Beechstreet PPO
- Cigna PPO, HMO
- First Health PPO
- Healthsmart Accel PPO
- Healthsmart Preferred Care PPO
- Humana PPO, HMO, POS (we are not in-network for HMOx plans)
- Multiplan PPO
- Oscar (coming soon- in process now)
- Sendero IdealCare
- Smarthealth (formerly Seton EPN)
- United Healthcare PPO, HMO, POS, EPO
- United Student Resources (UT Student Division) PPO
- USA Managed Care PPO
- Vista360 (in process now)
At this time, we are not accepting new patients with Medicaid.
In an effort to have the best availability for your family, we ask parents to call us at least 24 hours ahead of a scheduled well visit or four hours prior to a ‘sick’ appointment if you need to cancel. While we understand that unforeseen problems occur, a fee may be charged when these guidelines are not followed.
No-show appointments are those that are not cancelled ahead of time. A fee of $30 will be charged for no-show appointments.
If a patient has not arrived within 10 minutes of their scheduled appointment, our office will call the phone number on file. If the patient arrives more than 15 minutes after the appointment time, we will reschedule the appointment.
Even if we accept your insurance, payment is not guaranteed. Our office does not have information on your individual policy and its coverage. If you receive a notice a service was denied, we ask that you call your insurance company; they can give you a specific reason for the denial. If it was inappropriate or you believe an error was made, we are happy to resubmit your claim as long as it is within your insurance company’s filing limit (which is usually 60-90 days of the date of service).
Please call our billing service, Precision Practice Management, at 866-776-8150, for any billing questions.