SECURITY FAMILY MEDICINE, LLC
Adrienne R. Johnson, MD
Colleen Plummer-Rath, PA-C Bernadette Van Hulle, PA-C
Welcome to our Practice!
Family Medicine is a medical specialty, requiring additional training, that is derived from the concept that health occurs in the context of family life, work, and community. There is no aspect of your well being — be it physical, mental, or spiritual — that is not affected by every other aspect of your life experience. For this reason we take the time to get to know you and your family members, and strive to make recommendations for your health and satisfaction that respect your core values and needs.
We prize the human-to-human connection that takes place between us and our patients. This kind of true caring takes time, patients, and devotion on the part of all members of your care team. A great deal of effort, attention to detail, and time is needed for us to deliver a high level of care. We ask that you please review the following policies.
Appointments: To maintain our high standards, your first visit will be scheduled for 45 minutes. This appointment is a “get to know you” appointment is necessary to allow us to form a collaborative care plan with you. Specific issues may or may not be addressed on this first visit. Physicals and form completions are not available for your first visit. If you cannot keep this or any future appointment we ask that you cancel in a timely manner. We require 24 hours’ notice. Please note that by insurance rules, preventative service visits (such as complete physicals), office visits to discuss/treat acute or chronic problems, and procedures are separate services and must be documented and billed separately. At times these services can be provided during the same appointment. However, a separate appointment may be required to address all of your concerns.
At Security Family Medicine, most patients will see both Dr. Johnson and the Physician Assistants. In most cases you will be able to choose whom you would like to see primarily. Dr. Johnson and the Physician Assistants will approach your medical care and decision-making as a team.
Urgent Visits: We make every attempt to accommodate urgent/same day appointments. Our knowledge of you and your health concerns allows us to provide you with superior care in most circumstances. However, if we are not available to provide services you need, by all means access urgent care attention at another facility. ** If you are hospitalized, please notify us!**. Please note that follow up for urgent care visits will require an appointment in the office.
Records from Previous Physicians: If you are transferring your care from another physician’s office, kindly complete the enclosed release of records form and deliver to your previous physician as soon as possible. Transfer of records directly from other offices can take up to 3 months.
Regular hours: Patient appointments can be usually scheduled during the following times:
Monday 7 am - 5 pm
Tuesday 9 am - 7 pm
Wednesday 7 am - 5 pm
Thursday 9 am - 7 pm
Friday 7 am - 3 pm
Normal telephone hours are M-Th 8.30 am - 5 pm, Friday 8 am - 3 pm.
After Hours: We provide 24/7/365 coverage to our patients for any urgent need. Please be mindful of the hours during which we are available at the office with your medical record in hand, and refrain from contacting us after hours for concerns that can be reasonably addressed the following business day. Our family time is precious to us, too. If you need to reach us after hours, call the office number (717) 741-4641. You will be prompted to press ‘7’. Hold and you will be directly connected to a clinician.
Medications: We ask that you please bring all of your prescription and non-prescription medications in their original packaging to every visit. This allows us to accurately review your regimen and record proper doing information.
Prescription Refills: Most prescription refills are managed between the office and your pharmacy. All prescriptions are now required by law to be sent electronically. When a refill is needed, 48 hours’ notice is required for processing. Prescription refill requests for filling in less than 48 hours will incur a $10 fee not billable to your insurance. Please be sure to indicate your preferred local and mail-away pharmacies at the time of each visit or phone call.
Management of Chronic Controlled Substances: We do not prescribe controlled substances to newly established patients. Patients for whom long term (greater than 8 weeks) controlled substances are prescribed are required to endorse our Controlled Substances Policy with their signature annually. Patients for whom long term controlled substances are prescribed may be required to submit a random urine specimen. These specimens will be tested for compliance with prescribed medication schedule, including dosage and frequency, and for the presence of other controlled substances not prescribed by this office. Examples of commonly prescribed controlled substances include, but are not limited to: VICODIN, PERCOCET, NORCO, XANAX, ATIVAN, and ADDERALL. Please note that by law the Pennsylvania Drug Monitoring Program will be queried for every prescribed controlled substance. Please also note that we do not prescribe medical marijuana.
Communication: If you need to contact us for any reason, you may do so by telephone or via the portal. The timeliness of clinician responses to non-urgent concerns may be affected by our need to address “live” concerns during the work day. We cannot guarantee that electronic communications are secure. Regardless of the method of communication, we aim to provide a thoughtful response within 48 hours to non-emergent communication. If you are experiencing a critical medical emergency please call 911 immediately! While our staff is trained to prioritize messages for immediate versus timely presentation to our clinicians, if you need to communicate with us urgently, please do so by telephone and indicate to the staff that your message is urgent.
Fees and Payment: All office fees are payable in full at the time of each visit. This includes your copay if we participate with your insurance. If we do not participate with your insurance, a payment of $150 will be due prior to your visit. We will reimburse or credit any over-payment. We do not allow balances to be carried forward. Therefore, if you have an outstanding balance it must be cleared before a followup can be scheduled.
Please note that by insurance rules preventative service visits (such as complete physicals/wellness visits), office visits to discuss/treat acute or chronic problems, and procedures are separate services and must be documented and billed separately. At times and for some insurances these services can be provided during the same appointment. However, a separate appointment may be required to address all of your concerns. You will be asked to acknowledge your financial responsibilities at the time of each visit.
Nursing visits, where a service is ordered, provided, interpreted, and/or acted on by the provider but you may not see her/him will incur separate fees.
Your insurance card and driver’s license must be presented at each and every visit.
Form Completion: We are happy to complete required forms based on exams (“wellness” or “complete physicals”) we have performed. We cannot certify an exam performed by another provider. Some forms require extensive review of records and will incur a fee. There is no charge for physical form completion at the time of school physical. Requests for additional forms to be completed based on that exam (such as driver’s physical forms, work permit forms, PIAA forms) at a different time will incur a $15 fee each. Physical forms can be completed based on an exam that was performed within 6 months of the form request date. Completion of forms in this context will also incur a $15 fee. Compilation of and form completion for vaccines not performed at our office insure a $15 fee as well. Other forms, such as disability forms, FMLA forms, and admission forms will cost $5 per page. We require at least 72 hours’ notice for completion of these forms. Form fees are payable at the time of request.
Late cancellations/no shows: Our late cancellation/no show fee is $50 if 24 hours’ notice is not given. If you do not show or cancel late on three (3) separate occasions, you may be given notice of discharge from our practice and will be required to select another physician.
Before Surgery: We recommend in the strongest possible terms that, if you are planning surgery, you receive your preoperative assessment through our office. As those most familiar with your medical care and conditions, we are in the best position to provide appropriate clearance for your procedure and any necessary anesthesia, as well as to make recommendations for your optimal recovery.
Your Medical Record: Your health records, including your medical history, current and past medications, allergies, visit history, and doctors’ recommendations may be stored in electronic form.
Patients of Security Family Medicine have maintained electronic health record. For upcoming appointments we encourage you to access your visit via the portal. You will be invited to access your portal by email; if you do not receive an invitation please check your spam folder. Accessing your visit prior to your appointment will allow you to update your contact and insurance information, enter any medication or history changes into your record, and “check in” for your appointment. You will receive email, telephone, and text reminders and communications determined by your preference. A copy of your full visit note can be made available at your request 24 hours after your visit.
Policy of Non-Discrimination:
Security Family Medicine, LLC does not and shall not discriminate on the basis of race, color, creed, gender, gender expression, age, ancestry, language, ability, marital status, sexual orientation, or military status in any of its activities or operations. These activities include, but are not limited to, provision of medical care, hiring and firing of staff, selection of volunteers and vendors, and welcoming of visitors.
We are committed to providing a safe, inclusive, and welcoming environment to all who enter.
WE ARE ACCEPTING NEW PATIENTS!
We strive to proved you with the best comprehensive care possible. Comments or concerns about any aspect of your experience with our practice should be directed to the Office Manager.
As you know, the cost of healthcare is rising dramatically. This includes our cost for delivering quality health care to you. We are striving to maintain the high level of comprehensive, team based, personalized service that has long been the standard of our practice.
Increasingly, insurance reimbursements do not cover our cost of business. With most insurance plans your deductible, or the proportion of your care costs for which you are financially responsible, have risen staggeringly. Likewise, insurance plans have dramatically downsized the scope of services and included benefits that are considered covered. This means that you may receive bills from us for fees and services that your insurance will not cover based on your individual insurance policy.
Please know that we share your frustration with the current state of health care coverage, and are working to minimize the direct financial impact on our patients while maintaining the level of personalized and comprehensive care you deserve.
Knowing your insurance coverage and benefits information is your responsibility.
For your convenience, we currently participate with the following insurance companies: Aetna PPO, Advantra, Blue Cross/Blue Shield PPO, Capital Blue Cross, Cigna PPO, Coventry, Geisinger PPO and HMO (not the “gold” product), Group Benefit Services PPO, Health America, Health Assurance, Highmark Blue Shield, Keystone, Medicare, PPHN, South Central Preferred, United Healthcare, and Wellspan.
Please note that our participation status is dependent on your specific plan. HMO plans other than those specified Do NOT apply. This list is not all-inclusive and may change at any time. Please inquire about your specific plan to verify our participation status. If at any time of service you dod not have your insurance card available, we will extend a ten day grace period as a courtesy to allow time for your to provide us with that information. If after this ten-day grace period we do not have your insurance on file, we will bill you, the patient, directly.
Billing questions/concerns require completion of a Billing Query form. These can be completed in person or by speaking with a staff member. A minimum of 72 hours is required to investigate billing queries.
If you are unable to make payment on your account at the time of service, you will be billed. If you are experiencing extenuating circumstance making timely payment of bills impossible, we will do our best to work with you on fulfilling your financial obligations to our practice. Please contact our staff if you need to set up a payment plan.
Claims Submission: As a courtesy, we will submit all claims to any insurance company on your behalf. We do not discriminate based upon our participation status. Your insurance company may require you to supply certain information directly. It is your responsibility to comply with their request. Please be aware that the balance of your claim will be your responsibility after your insurance company pays their part. Your insurance benefit is a contract between you and your insurance company.
Co-payments, Co-insurance, and Deductibles: All co-payments, co-insurances, and deductibles must be paid at the time of service. If a co-payment is not made at the time of service, there will e an additional processing fee of $5 not billable to your insurance. This arrangement is part of your contract with your insurance company. Failure on our part to collect co-payments, co-insurances, and deductibles from any patient is considered fraud. Please help us in upholding the law by paying these fees at each visit.
Change in Coverage: Up to date records promote efficient service and will allow us to serve you better. If your insurance changes, you are responsibility for notifying our office as soon as possible. In addition, any change of address, phone number, marital status, etc., must be updated. If we do not have updated contact information for you and you carry a balance, we may resort to a third party collections agency to retrieve this information in attempt to get your debt obligations paid.
Non-Covered Services: Please be aware that some, and perhaps all, of the services you receive may not be covered by your plan. Many services that we provide are no longer covered by insurances. It is your responsibility to be aware of your own insurance benefits. We will assist you if we suspect that a service you receive may not be covered. It is your right to decline any service. You will ultimately be financially responsible for the payment for an y service that is not covered by your insurance.
Missed Appointments: Our policy is that appointments not cancelled within 24 hours will incur a $50 charge. We realize that circumstances do arise that cause short-notice cancellation. If the appointment is missed for a legitimate reason, we may choose to waive this fee for first time offenders. After three missed appointments, you may be discharged from our practice. This is an attempt to make adequate and timely appointments available to all of our patients. Please help us to serve you better by keeping your regularly scheduled appointments.
Payment Plan: If, at any time, you experience a true financial hardship, we encourage you to bring this to our attention,. We will work with you to devise a payment plan that is appropriate to satisfying your debt while alleviating any additional hardships.
Our practice is committed to providing the best treatment to our patients regardless of financial status or evidence of insurability. Our fees are representative of the usual and customary charges for our area.
Thank you for reading and understanding our payment policy. If needed, please consult a staff member with any questions or concerns.