Frequently Asked Questions
What is Family Medicine?
What is a resident?
Why is my doctor not in clinic every day?
What happens after 3 years and the resident graduates?
Why would a nurse ask me to sign a consent to allow videotaping?
What is a PCP and why do I need one?
What are your office hours?
Do I need an appointment?
How do I call your office?
What do I need to bring to my first visit?
Why does the receptionist tell me to come early for my appointment?
What should I bring to each visit?
I can’t keep my appointment – what should I do?
I am going to be late – what should I do?
How do I get help after hours?
What should I do if I have an emergency or need an urgent visit?
How do I get laboratory tests done?
How do I get an x-ray?
How do I get my medication refilled?
I have Medicare – do you accept it?
What are medical records and release of records?
What is a referral and how do I get one?
What if I need some language assistance?
I don’t have insurance and can’t afford to come to the doctor, what should I do?
What is all this billing information?
Why do I get two bills and other bills?
I had an accident or got hurt at work – what should I do?
What is Family Medicine? Back to top
Family Medicine is a medical specialty that provides health care for you and your entire family. Family doctors take care of patients of all ages and a variety of medical conditions stressing prevention and education. We care for acute and chronic illnesses and injuries, as well as pregnant women and children. When you become a patient at the Family Medicine Center you may be assigned to a resident physician.
What is a resident? Back to top
A resident is a doctor who has graduated from medical school and has decided to specialize in family medicine. It takes three extra years of training after medical school to specialize as a family doctor. The Racine Family Medicine Center is the main training location for the Racine Family Medicine Residency. This program is affiliated with All Saints Healthcare and the Medical College of Wisconsin. Each resident receives training and supervision from teaching doctors called faculty or preceptors. These faculty are experienced doctors from the Medical College of Wisconsin who are long-term employees that establish a continuous, on-going relationship with all patients. These faculty are involved in teaching the best methods in providing healthcare to the residents. In addition to the resident, one of the faculty doctors may see you during your visit.
Why is my doctor not in clinic every day? Back to top
Each resident has a certain amount of time that is spent training in other areas of the hospital as part of his/her education. This affects the amount of time your doctor is in the clinic. This time varies depending on if the doctor is a 1st year, 2nd year or 3rd year resident. As they progress in their training they spend more time in the clinic. As part of their residency, they are also limited to a certain number of hours they can work in a week.
What happens after 3 years and the resident graduates? Back to top
Each resident graduates from the program after successfully completing 3 years. When your doctor graduates, you will be reassigned to a different doctor. We involve your doctor in this process. We also try to assign you to someone who is similar in practice style as your physician.
Why would a nurse ask me to sign a consent to allow videotaping? Back to top
As part of the education process, the residents are sometimes videotaped to watch how they interact with you during your visit. These tapes are reviewed by one of the faculty and the resident is given feedback. We need your consent prior to any videotaping. This tape is confidential and will not be viewed by anyone other than our faculty.
What is a PCP and why do I need one? Back to top
When you make your first appointment you will be assigned to a family medicine physician who will be your primary care physician (PCP). If your insurance requires you to pick a PCP, you will need to give your insurance company one of our faculty doctor names; even though you may be seeing and assigned to a resident doctor. You may need to notify your insurance before your first visit. Each resident works with a team of other doctors to help provide care to you when they are not available. The receptionist can give you a team card for your PCP which shows you who the other members of your team are. When possible, you should see your own PCP so you can establish a relationship with your doctor and they get to know you and your medical history.
What are your office hours? Back to top
The clinic is open 8:00 a.m. – 4:30 p.m. Monday through Friday. We are closed on weekend and holidays.
Do I need an appointment? Back to top
Yes. We ask that you schedule an appointment in advance for all appointments (doctor visits, laboratory testing and nurse visits). When you call our clinic, the receptionist will help schedule a time and date that works for you.
How do I call your office? Back to top
To answer your questions or to schedule an appointment call 262-687-5600. We have a phone system that allows you to make a choice depending on the reason for your call, or you can stay on the line and the first available receptionist will help you.
What do I need to bring to my first visit? Back to top
Come prepared to complete a medical history form. This form looks at your past medical history and your family’s medical history. Please bring any old records from other doctors that you have seen. If you do not have these, please sign a release of record form at the reception desk and we will request these for you. Bring a list of all medications, vitamins and herbal supplements that you are taking because the doctor will want to know all of this information.
Why does the receptionist tell me to come early for my appointment? Back to top
You need to check-in at the reception desk when you arrive for your visit. You should come 15 minutes before your appointment time so the receptionist can confirm your name, address and billing information as well as have you complete any necessary forms.
What should I bring to each visit? Back to top
Bring all medications, vitamins, herbal supplements that you are taking and home monitoring results because the doctor will want to know all of this information. You need to bring your insurance card to each visit. The receptionist will collect any co-payments or charges at each visit. Bring any forms that you need completed and ask the doctor for any work excuse or medication refills that you may need.
I can’t keep my appointment – what should I do? Back to top
If you need to cancel an appointment, please call us as soon as possible so we can reschedule your visit and use that appointment time for another patient. Missed appointments are documented in your chart and repeated no-shows may result in discharge from the clinic.
I am going to be late – what should I do? Back to top
Call us and let us know if you are going to be late. The receptionist can check with the nurse and/or doctor to see if there might be a better time to see you. If you arrive late for an appointment we will try and have someone see you. You may be asked to see another doctor who has an opening or you may be given a different appointment time. If there are no openings, you may be asked to reschedule your appointment for another time and/or date.
How do I get help after hours? Back to top
For after-hour assistance please call our main number 262-687-5600 and our answering service will contact the resident doctor on call who will return your call. The resident is taking care of patients in the hospital so it may take the doctor up to one hour to return your call. If the doctor does not return your call within one hour, please contact the answering service again and have them page the doctor on-call again. If the reason you are calling is for an emergency or is life threatening, call 911.
What should I do if I have an emergency or need an urgent visit? Back to top
If you have a problem that needs attention during clinic hours let us know as soon as possible so we can have the doctor and/or our triage nurse determine the best way to care for you. If it is a serious or is a life-threatening emergency please seek care at an emergency room or call 911.
How do I get laboratory tests done? Back to top
Our clinic offers a certified and accredited on-site laboratory. We perform the majority of the tests that may be needed by your doctor to provide you with quality care. When a test cannot be performed in our lab, we send the specimen to the All Saints Laboratory. It may take 1-2 days for the results to return to our office. If your doctor decides that he or she needs you to come back for further testing, the receptionists will schedule an appointment for you.
How do I get an x-ray? Back to top
X-ray services are available through All Saints Healthcare. If a basic x-ray is needed during your visit, the nursing staff will take you to the x-ray department. If a special x-ray is needed, the staff will help you schedule that appointment.
How do I get my medication refilled? Back to top
Plan ahead and call your pharmacy in advance to obtain any refills on medication. If the pharmacy needs authorization for additional refills they will contact us. Our doctors may not refill medications after-hours because they may not know you or your medical condition.
I have Medicare – do you accept it? Back to top
We accept Medicare assignment and we will bill any secondary insurance company. You will be responsible for any deductibles and portions that are not covered. You will need to sign a Medicare Disclosure Form at each visit. You will also be asked to sign an (Advanced Beneficiary Notice) ABN for any potential services not covered by Medicare. These services would be your financial responsibility.
What are medical records and release of records? Back to top
All patient records are confidential documents and are only released with the patient’s authorization. If another physician has seen you, you can sign a release of records for us to request those records from that doctor’s office. Also, if you would like us to send copies of records from your chart to another doctor, lawyer or other agency, we will ask you to sign a release to allow us to send those records. There may be fees associated with the copying of your records. Please ask if you have any questions.
What is a referral and how do I get one? Back to top
While your family doctor can meet most of your health care needs, there may be times when he/she may need to refer you to a specialist. If you have insurance, it is your responsibility to obtain any prior authorization that may be needed. We will help you by filling out any needed forms for your insurance company and we will help make the appointment with the specialist’s office.
What if I need some language assistance? Back to top
All Saints Healthcare provides interpreter services. If you are in need of an interpreter for your visit, please let the receptionist know and she will notify All Saints of your need.
I don’t have insurance and can’t afford to come to the doctor, what should I do? Back to top
We also work with self-pay patients to provide affordable healthcare. You will be asked to pay for your visit at the time of service unless prior arrangements have been made. Financial counseling is available to help schedule a payment plan for those who cannot pay in full for their services at the time of visit or within 30 days. We offer a sliding fee scale for those who qualify financially. You will be required to complete the needed paperwork to apply for these benefits. There is a separate application for the part of your bill from the Medical College and a separate form for All Saints. The receptionist will be able to give you these forms.We are also aware of some other programs that might be able to help you with your healthcare costs. Please ask us about these services.
What is all this billing information? Back to top
Our goal is to provide cost-effective quality medical care for our patients. We can help provide you with assistance and information to make this process understandable. We accept most insurance plans. We will bill your insurance company using the information that you provided to us during registration. You will be responsible for any deductibles, co-payments and amounts not covered by your insurance plan. If you have questions regarding your benefits, please contact your insurance company.
Why do I get two bills and other bills? Back to top
Our clinic uses two billing services, which means that you will receive two statements for each visit to the clinic. Professional charges that are for the doctor portion of your visit are billed from the Medical College of Wisconsin. Technical charges such as a facility fee, laboratory testing, nursing services, medication or medical supplies are billed from All Saints Healthcare.We are also considered an outpatient department of the hospital. This may affect the amount of your co-pay and/or deductible. Check with your insurance company if you have questions.
Questions about your balance or concerns regarding these bills should be made directly to these organizations. Medical College billing 1-800-242-1649 All Saints billing 262-687-8800. We may be able to help you with some questions in the clinic at 262-687-5605.
Any tests that are done by All Saints Healthcare will be billed separately by the hospital.
I had an accident or got hurt at work – what should I do? Back to top
In order for us to bill correctly we will need to know the date of any accidents or injuries. Please tell the receptionist if this is a work-related injury when scheduling the appointment. You will also need to tell the nurse and the doctor when you come in for your visit if this is work-related and the date of the injury.
Once again, thank you for choosing the Family Medicine Center for your healthcare needs. We look forward to providing you with excellent medical care and outstanding service.
The Faculty Residents and Staff
Racine Family Medicine Center |
