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Clinic Policies and Information

We would like to thank you for choosing IHP Medical Group as your medical provider. We have written this policy to keep you informed of our current clinic policies.

Office Hours: Our office is open Monday – Friday, 8:30am to 10:00pm, Saturday from 8:30am to 5:00pm. Closed on Sunday.

Appointments: We see patients by appointment preferably. Same day appointments are usually available for urgent or sudden illness.   

After Hours and Emergencies: For a serious emergency call 911 right away. If you are not sure and you call our office, please be sure to tell the person who answers the phone that it is an emergency. After hours you will reach our answering service. They will page the provider on call.

Urgent Need or Sudden Illness: We have a limited number of same day or “walk-in” appointments available every day. Please call early in the day, as these spots fill up quickly. If there are no available appointments with your physician, the receptionist will offer an appointment with the nurse practitioner, physician assistant, or transfer you to a member of the clinical staff who will discuss your needs with a physician and determine what you should do.

Cancellations: Please call within 24 hours if you are unable to keep your scheduled appointment. This allows us to provide that time slot to another patient.

Running on time: We know your schedule is busy and that your time is valuable. Please let us know if you have waited more than 15 minutes so we can double check to see if you have been properly checked in. Remember that we are running several different schedules. If someone who arrived after you is called before you, they might be having blood drawn or seeing a different provider.

Treatment of Minors: Patients under the age of 18 must be accompanied by a responsible adult or have written permission for treatment from a parent or guardian.

Lab Work: All lab work that is ordered in the office is drawn and compiled by LabTech.  In some situations, insurance company requirements dictate that we send out lab work to other laboratories. If you need your lab work done by a specific laboratory i.e. DLS, etc., make sure you tell us at every visit.

Complete Physical Exams: We believe that routine, annual complete physical exams with screening lab tests are very important to the maintenance of good health. However, insurance benefits vary. Some policies cover “wellness” and others cover visits when you have a complaint. Please learn about your benefits prior to your appointment so you will know what is covered by your insurance plan.

Nurse or Medical Assistant: The clinical staff that assists our providers encompasses Registered Nurses (RN), Licensed Practical Nurses (LPN), and Medical Assistants (MA). The clinical staff is often referred to as “nurses”, however, medical assistants are not nurses. Although they definitely help you and the doctors, and you probably think of them as nurses they are not licensed under Guam law as RN’s and LPN’s are. Medical Assistants have technical school or on-the-job training in providing medical assistance to the physicians. Like a nurse they take blood pressures, weigh you, ask about your symptoms, schedule tests, and call in prescriptions. They work under the direct supervision of the doctor.

Speaking with a “Nurse”: To speak with a clinical staff member, you can either choose the option from the auto-attendant or be transferred by the receptionist. Sometimes, at the time you call, the nurse may be helping the doctor, so your call may be answered by voicemail. Please leave a detailed message – including your full name and date of birth. The nurse will call you back - usually the same day. If you need immediate assistance press “0” to get back to the receptionist.

Test Results: If you have diagnostic testing, i.e., lab, x-ray, echo, ultrasound, sleep study, please schedule a follow-up appointment within 7-10 days to go over the results with your physician; you will be subject to your copay/coinsurance. Generally, results will not be given over the phone.

Prescriptions and Refills:

  • The best time to get a prescription refill is at your appointment.
  • If you need to call for refills, don’t wait until you have run out. Refills require the doctor’s approval. If your doctor is out for the afternoon, it may be the next day (or Monday) before it can be authorized.
  • Don’t go to the pharmacy to wait for your prescription to be called in. Call them first to see if it is ready.
  • Refill requests called to us before 2:00 p.m. will be handled by the end of the day. After 2:00 p.m., it may be the next morning before your request can be addressed.
  • Some medications have potential side effects that must be monitored. We require check-ups every 3 or 4 months for these medications. Be sure to keep those follow-up appointments.
  • Some prescriptions cannot be called in. The prescription must be printed for you to pick up.
  • Don’t call after hours for prescription refills.

Samples: We sometimes offer you samples to help you try out a new medication before you purchase it. Remember that samples are not a long term way to fill your prescription. We do not always have samples of your medications. Please do not rely on samples for medications you take long term.

Narcotics: We do not prescribe narcotics for chronic use. We do not call in narcotics after hours (evenings and weekends). If you require chronic use of narcotics, our physicians might refer you to a pain management specialist.

Mail Order Prescriptions: Many insurance plans offer financial incentives for using mail order pharmacies. We are glad to print out prescriptions for your mail order pharmacy needs. You can pick these up at our office. We do not fax or call in mail orders.

Referrals: Referrals are handled by our nursing staff. Sometimes this can be done on the same day as your appointment and sometimes it can take 2-3 days, depending on your insurance and/or the urgency of your situation. Someone will contact you as soon as the referral authorization is obtained. As a patient, it is your responsibility to ensure that your specialist is on your plan. It is also your responsibility to ensure your specialist receives your test results. The specialist will not see you without these. Please understand that it can sometimes take a few weeks to get an appointment with a specialist. This is not something we have control over.

Dismissal: If you are “dismissed” from the practice it means you can no longer schedule appointments, get medication refills or consider us to be your doctor. You have to find a doctor in another practice.

Common Reasons for Dismissal

  • Failure to keep appointments, frequent no-shows
  • Noncompliance, which means you won’t follow physician instructions about an important health issue
  • Abusive to staff
  • Failure to pay your bill

Dismissal Process
We will send a letter to your last known address, via certified mail, notifying you that you are being dismissed. If you have a medical emergency within 30 days of the date on this letter, we will see you. After that, you must find another doctor. We will forward a copy of your medical record to your new doctor after you let us know who it is and sign a release form.