Aspen Family Medicine & Geriatrics | FAQs
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FAQs

General/ Scheduling Questions

Where are you located, and what are the clinic hours?

10787 Laurel St, Rancho Cucamonga CA 91730 (cross street: Foothill)

Monday-Thursday 8:00am– 5:00pm

Friday 8:00am-4:00pm

Are any of your Providers/ Staff bilingual?

Yes, we have two providers who are fluent in both English and Spanish, as well as staff members who can assist you in Spanish. Hablamos español.

Are all of your providers Physicians?

No, three of our providers are licensed physicians who are Board Certified in Family Practice, and one is a certified Physicians Assistant.

What is Family Medicine and who can they treat?

A Family Medicine Doctor has specialized in comprehensive health care for patients of all ages from newborns to seniors. Family Medicine Physicians are able to treat acute issues as well as provide preventative and comprehensive care focused on the overall well being of our patients.

What is a Physicians Assistant?

A physician assistant is a mid-level health care professional who is nationally certified and state licensed to practice medicine with physician supervision. Physicians Assistants work on healthcare teams and are able to diagnose, treat and prescribe medication.

Can I see any of the Providers on staff with Aspen Family Medicine & Geriatrics?

Yes, as a patient of Aspen Family Medicine & Geriatrics, you are able to schedule appointments with any of our providers.

How do I schedule an appointment at Aspen Family Medicine?

Please contact our office during office hours at (909)982-7741 to schedule an appointment.

What do I do if I need to change or cancel an appointment?

Please contact our office as soon as possible to change or cancel your scheduled appointment.

As a new patient, why do I need to establish care prior to scheduling a physical?

During your initial visit, your provider will discuss your medical history, current health concerns, and a review of current medication regimen. Previous records may need to be requested from a previous provider. A complete physical will be possible once your provider is fully aware of your medical history.

Do you offer "same day" appointments?

Yes, we do offer same-day appointments for those who are experiencing acute medical issues that require immediate attention. Spaces are limited, so it is recommended that you contact the office as early as possible to request a same day appointment.

If you have a life-threatening emergency, please call 9-1-1 or go to the nearest hospital Emergency Room for treatment.

Typically, how long does it take to get an appointment?

We make every effort to accommodate patients as quickly as possible. Same day appointments are available for acute visits. Typically we are able to schedule you within a few days. The exception to this is if you wish to schedule with a particular Provider or need a particular day & time that is filled. In which case it may need to be scheduled further out.

What information do I need to bring to my appointment?

If you are a new patient, please arrive 10-15 min early to your appointment.

For every appointment we ask that you bring:

  • Your insurance card(s)
  • Picture identification.
  • Current Medications you are taking. This allows the Provider to review and avoid any interactions as well as insure the pharmacy has not may any errors or inappropriate substitutions
Why do I need to have my insurance card present at each visit?

Most insurance cards change yearly. We want to make sure we have the most up-to-date information available so your insurance company will pay the claim for your visit, your lab work, and approve referrals.

What if I am late to my appointment?

We ask that you arrive 10 minutes prior to your scheduled appointment time. If you are more than 15 minutes late to an appointment, you may be asked to reschedule.

When would I go to an Urgent Care clinic for services?

In the event that you are unable to schedule a same-day appointment in our office, you may be referred to an Urgent Care clinic or Emergency Room for treatment.   If this occurs, please be sure to ask them to forward any records to our office.  

Can I bring a family member / friend with me to my appointment?

Yes, you are welcome to bring anyone with you to your appointment that might be helpful or of comfort to you. Please keep in mind that your private health information will be discussed during your visit; it is advised that you only bring those with whom you are comfortable sharing this inform into the exam room.

If you would like to designate a family member or friend with whom we can discuss your care, you will need to complete a Release of Medical Information form, available upon request at the Front Desk.

Updating Patient Information

If you are updating information such as insurance, address, phone number with our office, you will need to specify whose chart(s) need to be updated. If there are multiple Aspen Family Medicine patients in your home, please ensure to update the information for all who apply.

Reminder calls

As a courtesy to our patients, we will make reminder calls 1 day prior to your appointment. However, it is your responsibility to make sure that we have up-to-date contact information, and ultimately, to make it to your appointment on time.

What do I need to do to schedule a pre-operative appointment?

Please contact our office directly at (909) 982-7741, be sure to specify that you wish to schedule a pre-operative appointment.

I have a service dog; can they accompany me at my appointment?

In accordance with the Americans with Disabilities Act (ADA), service dogs are allowed to accompany patients to their medical appointments. We ask that you inform staff when making your appointment that your service animal will be accompanying you.

I have not been seen in your clinic for more than 3 years, what should I do if I want to return as a patient?

Given the time lapse, you will need to re-establish service with your Provider of choice. During your visit to re-establish the Provider will review your recent medical history, health concerns, and a review of current medication. Please contact the office directly to schedule a New Patient appointment and provide updated insurance information.

Medication, Test Results, Referrals and Records

Will my doctor call in a prescription for me without being seen in the office?

There are a number of factors to consider such as if the prescription is new or a refill, how long it’s been since you were seen, if it is an ongoing problem or new symptoms. More often than not, the provider will want to see you to be sure you are receiving the right medication. These decisions are made based on what is in the best interest of the patient.

How do I get a refill on my medication?

For current medication refills please contact your pharmacy to check if there are refills available. If not, your pharmacy can contact our office directly or you may. Please allow 48 hours to process your request.

 

Some medications require a Prior Authorization in order for your insurance company to approve the medication. In the event that you need a Prior Authorization, please contact our office. We ask that you allow 48-72 hours for processing.

 

Refills will not be granted to patients who have not been seen in the clinic within the past 6 months. Patients requesting refills who have not been seen in over 6 months will need to schedule an appointment and be seen by a provider for any further refills.

Why do I have to come into pick up my controlled prescription at the office?

In accordance with California law, controlled substance prescriptions must be printed on tamper-resistant security paper. As such, these prescriptions cannot be sent electronically or over the phone, and must be hand-carried to your pharmacy of choice.

Can I get a same day appointment to get a refill on my medication?

It is the responsibility of the patient to order refills in a timely manner, and schedule appointments ahead of time. Same day appointments are reserved for those who have acute health concerns. However your may call the office after 10:30am to see if we have any available appointments.

How do I get lab/test results?

Your Provider will contact you directly if their findings are concerning.

 

Otherwise, upon Provider review, results will be posted to the Secure Patient Portal ( link here ) for patients with access.For patients without access, your Providers will mail you a letter informing you of your test results.

How does the referral process work?

Depending on your insurance, you may or may not require a “referral” to a specialist.

 

Patients covered under a “PPO” plan are generally allowed to see specialists without being seen by their primary physician.

 

Patients with an “HMO” plan generally require prior authorization for all specialist referrals.

 

Please allow a processing time for Referral Coordinators to submit and obtain approval. Once the referral is completed, the authorization will be mailed to the patient address on file.  The referral will provide information on which facility to see, the number of visits allowed, and the expiration date of the referral.

How do I request a referral to a specialist?

Patients requesting a referral may need to schedule an appointment to discuss referral options. If it is for a matter you have previously addressed with your Provider, the request may be granted without an office visit being required.

If I have forms/paperwork that needs to be completed by my Physician, what is the process to have them completed?

Should you or your child have paperwork that needs to be filled out, please drop the paperwork off with the front desk staff, and it will be given to your provider for completion. We ask that you allow up to a week (5 business days) for forms to be completed. You will be contacted when your forms are ready for pick up.

 

The fee schedule for forms is as follows:

  • EDD                                         $25.00
  • EDD Supplement                      $15.00
  • Jury Duty                                 $10.00
  • DMV Placard                           $10.00
  • FMLA                                       $25.00
  • FMLA Supplement                   $20.00
  • Medical Baseline (Edison)       $10.00
  • Pre-designation                       No Fee
How do I request Medical Records?

Patients wishing to request Medical Records to be sent either to another Provider or to have their Medical Records sent to Aspen Family Medicine and Geriatrics need to complete the Authorization for Release of Medical Record Information. The form may be obtain at office or may be (download here) .Records will be sent within 2-6 weeks at no charge.

 

Patients wishing to obtain a copy of their personal medical record may do so by completing the Authorization for Release of Medical Record Information form and submitting it to the office. There is a $25 fee for copying and preparing the information.

Patients coming to Aspen Family Medicine and Geriatrics from Kaiser will need to complete the Kaiser specific Medical Record Transfer form. (download here)

Insurance

What insurance plans does Aspen Family Medicine & Geriatrics accept?

Aspen accepts:

  • All PPO plans,
  • Tri-care/Tri-west and TriStar
  • Medicare
  • HMO plans contracted with Prime Care of Inland Valley
    • Primary Care Provider (PCP) of Aspen Family Medicine & Geriatrics
If I need to change insurance companies, how can I remain a patient of Aspen Family Medicine & Geriatrics?

Regardless of insurance type, you will need to contact your insurance company directly. Our office is not able to change insurance for a patient.

  • HMO patients will need to select one of the Providers at Aspen Family Medicine& Geriatrics to remain an active with our practice.
If you are not contracted with my insurance plan, can I still see a Provider at Aspen Family Medicine & Geriatrics?

Yes, but you will need to pay the cash rate for services at the time of your visit. Please contact the office for details on cash visits.

How do I know if something is covered by my insurance plan?

We recommend that patients contact their insurance company directly to get obtain the benefit information specific to your plan. The phone number for your insurance company can be found on the back of your insurance card.

Billing

Who do I call if I have a question about my bill?

Aspen utilizes the outside billing services of Medical Collection Consultants. They are our billing service and NOT a collections agency. Should you have any questions regarding your bill, feel free to contact them at 626-857-1019.

Do you accept credit card payments over the phone?

Yes. We accept Visa, MasterCard, and American Express. There is no charge for this service

I came in for a physical/wellness exam, why am I receiving a separate bill for an office visit as well?

The guidelines set forth by insurance companies deem that “physicals” or “wellness exams” address preventative medicine only. It is the opportunity for your Provider to assess your preventative health and wellness needs.

 

If you have concerns that need to be addressed such as an acute medical problem or the management of a chronic health condition such as diabetes or asthma, your insurance company considers those as non-preventative in nature and require it to be billed with the appropriate non-preventative billing code.

 

We would be happy to schedule an alternate appointment to address your issues or depending on Provider time availability it may be able to be addressed in the same but will result in a co-pay being charged.

Can I make payment arrangements for my bill?

Yes, if you are unable to pay your bill in full, we are glad to work out a payment plan arrangement with you. Please contact our billers, Medical Collections Consultants at 626-857-1019 for more information.

Can you assist me if I want to dispute a medical bill I received from a laboratory / insurance company?

Yes, we are happy to assist if we can! Given that Insurance plans vary from patient to patient, we will

need a copy of the bill in question and/or a copy of your explanation of benefits (EOB) to determine if we will be able to assist you.

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Aspen Family Medicine and Geriatrics experiences high call volumes as times. We encourage patients to take advantage of the Patient Portal as an alternative method of communication. Thank you for your understanding.