SLUCare Family Medicine is committed to the highest quality of care for our patients. Because we consider our patients a vital part of our healthcare team, we would like to let you know how you can work with us to ensure that we have effective, efficient systems in place in our clinic that will support your needs in a timely manner.
We ask that you plan to arrive at least 30 minutes prior to your first visit and 15 minutes prior to any other scheduled appointment to allow time to fill out forms and process insurance. Arriving early for your appointment will ensure that you will be seen in a timely manner. Our clinic reserves the right to reschedule any individual who arrives after their scheduled appointment time.
When it is time for your prescription to be filled, please contact your pharmacy. Contacting your pharmacy with all refill requests will expedite the refill process. Please allow our office 24 to 48 hours to process all prescription refill requests.
While we understand that you may run out of medication occasionally and need to make a "last minute" request for refill, this type of request is discouraged, as we are not always able to accommodate this urgent type of request before the end of the business day.
If you are taking a medication that requires a written prescription, please call our main telephone number and leave the requested information on our voicemail. Indicate whether you would like the written prescription to be mailed to your home or if you would like to pick it up.
Patients who stop by the clinic to ask that a prescription be refilled that day will be asked to contact their pharmacy and to give our office the standard 24 to 48 hours to fill the request.
Physicians order laboratory tests in order to make a diagnosis and to follow important parameters in patients with chronic illness. Our family physicians will communicate lab test results to patients within two weeks of receiving the test results either by phone or through the mail.
If laboratory tests are ordered before a follow-up visit, those tests will be discussed at the follow-up visit and patients will generally not hear from physicians until the follow-up visit unless there is a critically abnormal test result. Please do not call physicians offices for laboratory test results until two weeks have passed since you had your blood drawn.
Please allow our office at least seven business days to process any referral required for insurance purposes. While we recognize that the need for a same day referral may be required in specific instances, we cannot guarantee that the referral will be processed in a timely manner if our office is not allowed the standard seven business days to process the request.
Forms Requesting Information and Signature by Physician
Please allow our office at least seven business days to review/sign any forms needed by employers, schools, summer camp, etc. In some instances our physicians will need to see you for a complete physical before signing any forms. Please contact our office before mailing or dropping by any forms so that we may determine whether or not you will need an appointment with your physician.
There is a fee based upon the time taken to fill out any forms completed that are not part of a regular patient visit. These forms include: disability assessments, insurance forms, forms needed by employer, but exclude standard physician examination forms required for school, work or camps at the time of office visit. We will charge $15 per page for completing forms.
Telephone Calls to Office
There will be times that patients will need to call our office with questions, especially when sudden illness or injury occurs. When you call the main number, you will be transferred to our nurse's station. Because providing one-on-one care to our patients in the clinic is priority at our clinic, there are times when we are unable to address your call immediately. If a nurse is unavailable to take your call, a voicemail system is in place to receive your message, and is checked frequently throughout the day. Your call will be addressed by 4 p.m. that day. Any calls/requests left after 3 p.m. will be addressed the following business day.
If your call is urgent in nature, or you need to schedule an appointment with one of our physicians, please inform the receptionist who originally takes your call so she can schedule you for an urgent appointment, or provide us with an urgent message so that we can address your request right away.
Please note that if you are calling our office with an acute issue (i.e. cold, flu, sore throat, etc.) and are requesting antibiotics, you must schedule an appointment to be seen. We cannot diagnose an acute illness or prescribe medication to properly treat you without a thorough examination.
Physician On-Call Policies
Our physicians provide coverage for our practice on evenings and on weekends. The physician on call from the practice can be reached through the medical exchange at (314) 388-5135 or (888) 897-9874. The purpose of this call coverage is to be available for medical emergencies and to answer urgent medical questions. We will not schedule appointments, renew medications, authorize referrals or answer non-urgent medical questions during that time.
In addition, we will not refill controlled substances, particularly pain medicine during this time, as we do not have access to our medical records when on-call. Lastly, we have noted that many of our patients call in for antibiotics during the evening or on weekends. We feel that for most infections, you should be seen by a physician prior to obtaining antibiotics if this is the proper course of treatment for your illness. Therefore, we hope that you understand if we are not able to comply with your request for antibiotics without being seen by a physician. Thank you for adhering to these guidelines so that we may most efficiently meet our patients' needs.