Welcome to Health Services of North Texas Medical Center
Thank you for choosing us for your medical needs. We look forward to serving you and being your new medical home.
We’ve included information below about our policies regarding common patient needs and concerns. Please take a moment to read over a general summary of our office and how we operate so we can serve you most efficiently.
Our providers try to stay on schedule but delays and emergencies can occur. If there is a delay of 20 minutes or more, we will try to notify you as soon as possible so you can decide whether to wait or reschedule. We appreciate your patience and understanding in these unexpected circumstances.
Missed Appointments/Late Arrivals
We understand that sometimes it is necessary to cancel or reschedule an appointment. We request 24-hour notice in such circumstances. We ask that you make it 15 minutes prior to your scheduled appointment time; 30-45 minutes if you are a new patient to allow time to fill out new patient paperwork. If you are more than 15 minutes late you will be rescheduled.
Please call your pharmacy for all prescription refills, and remember to call at least 7-10 days in advance of running out or going on vacation. Once the pharmacy notifies our office that a refill has been requested, it may take up to 48-72 hours before our office replies to the pharmacy, since most of our time is spent caring for patients in the office. Please call only once for a refill. Several phone calls regarding one refill actually slows the process down. If more than 72 hours have passed since your call, then please call the office. The on-call physician will not refill medication.
We return phone calls throughout the day and into the evening. The urgency of the issue will determine how rapidly the call is returned. Please leave only one message. Our first priority must be to care for the patients who are being seen in the office on a given day, and we return calls in between appointments, or at the end of the day, as convenient. If your matter is urgent and cannot wait, please make an appointment. Same-day appointments are available for just such circumstances.
Our office will always notify patient by phone call if test results are abnormal or critical. If you do not receive a call, it is safe to assume your results are normal; however you are welcome to call at least one week after having any lab or imaging done to confirm your results.
If you are in need of medical records, please sign and submit a medical release form and allow us 48-72 hours to process. A nominal fee may be charged for copies of medical records. Fee schedule is available upon request.
Holiday/Weather Closing/Staff Training
We will post signs indicating when we will be closed as the dates become available. It is a good rule of thumb that if the school district where the clinic resides is closed, the clinic itself will also close.
Patient Financial Responsibility
All co-payments and past due balances are due at time of check-in unless previous arrangements have been made with the Business manager. We accept cash, check, money orders or credit cards. Absolutely no post-dated checks will be accepted. Patients who qualify for the sliding fee schedule program are expected to pay the office visit co-pay fee of $20 at check in and any additional fees at check out. Annual re-certification for continued use of sliding fee schedule is required. Please contact the Patient Services Coordinator for more information and to re-certify. If for any reason you are unable to pay, we may refer you to our Case Management Department to assess your financial status and evaluate if you are eligible for other community programs, grants or benefits.
If you have a question comment or concern that we did not address, please feel free to ask one of our clinical staff at any time. You are always welcome to fill out an online survey, or speak to the Business manager about any concern or if you have something great to say about our services and any of our staff. We thank you for choosing us as your new medical home and look forward to providing you quality medical care.