office policies

CALLING OUR OFFICE

During office hours your call will be answered by our automated phone system with the following selections:

1: Appointments
2: Lab
3: Billing
4: Medical Records
6: Nurse Questions, Referrals, & Prescription Refills
7: Research
9: Repeat options

After you make a selection your call will be transferred to a live attendant or a voice mail box where you can leave a message.

AFTER HOURS

After office hours you may call (402) 465-5600 and choose option 1 to reach our Nurse Triage Service. This is our after-hours nurse advice and triage service which can be used when your child is sick or has a minor (non-life threatening) injury.  If your child’s illness is life threatening or the injury is major, call 911. Please ask the Emergency Room to contact your child’s doctor to discuss this illness or injury.

APPOINTMENTS 

It is our goal to stay on time when seeing patients so we ask that you call and make an appointment for your child to be seen. If you have more than one child who needs to be seen, please tell the scheduler. This will assure that enough time is being reserved for your children.

ARRIVING AT OUR OFFICE

You will be asked to present your insurance card at every visit.  This allows us to assure that your insurance coverage is still in force during the time of your visit.  You will also be asked to review the demographic information that we have on file to assure the information is correct.  If you do not have insurance, you are expected to make payment in full at the time of your visit.

LATE ARRIVAL

Please arrive ten minutes before your scheduled appointment time.  If you are ten minutes late or more your child’s appointment will be rescheduled.  We will do our best to run on time but occasionally emergencies (laceration repair or casting for example) can cause delays.  If the delay will be lengthy our staff will reschedule your appointment.  We will make every attempt to offer you an appointment with another provider the same day as your scheduled appointment or an appointment with your primary care provider at their next available opening.

LATE CANCELLATION

We ask all of our families to let us more than 24 hours in advance if you know that your child is not going to be able to keep their scheduled appointment.  This will allow us the best opportunity to offer that appointment time to another child in need of care.  We consider any appointment where more than 24-hours’ notice has not been provided, to be a missed appointment and the appointment will be treated as outlined in the policy below

MISSED APPOINTMENT

We ask all of our families to let us know at least 24 hours in advance if you will be unable to keep your child’s scheduled appointment.  We also understand that there are circumstances where an appointment may be forgotten.  If this occurs, you will incur a $25.00 charge for the appointment your child missed.  If your child/children miss three appointments in an 18 month time frame, we will ask your family to seek the services of another pediatrics practice.

PARTICIPATING PROVIDERS

Our office participates with most of the major health insurance plans in the Midwest, however, it is always wise to verify current participation for your child’s provider with your insurance carrier’s customer service.

HOLIDAYS

Complete Children’s Health is closed on some holidays including Christmas, New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Easter, Mother’s Day and Father’s Day.  Other select days may have reduced hours

MEDICAL RECORD REQUESTS

If you have a CCH Patient Portal account for your child you can view much of your child’s health information on line.  In addition, you do have an option to print much of the content.  If you would like to receive a hard copy of your child’s medical record, there is a form on our forms page that you can complete to request a copy for your records.  There is a retrieval and copying charge of $20.00 plus $.50 cents per page for copying.  We also require 72 hours to retrieve and print the record.