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Is Bay Valley a walk-in clinic or should I make an appointment? What do I need to bring for my first appointment? What about the records my previous doctor has? What do I do when I have a real emergency? Will my physical be done in one visit? How do I get my prescription refilled? Can I ask my doctor a question without making an appointment? What if I need to see a specialist who isn't available at Bay Valley Medical Group? What can I do if I have questions, concerns, compliments or just need help?
Our Customer Service staff will help you select a Primary Care Physician (PCP) who best suits your needs. Please call the main office in Hayward (510) 785-5000. We recognize the importance of establishing a strong relationship with your doctor. If it is necessary for you to change doctors, please call Customer Service and they will make the appropriate arrangements.
Family practice physicians handle coordination and treatment of disease for families (both children and adults). You may select a family practice physician as your primary care physician (PCP). Internal medicine physicians handle medical (non-surgical) treatment of diseases in adults over the age of 18. You may select an internal medicine physician as your primary care physician (PCP). Urgent care physicians see patients who need same day treatment. Urgent care physicians may not be selected as a primary care physician (PCP). Physician assistants treat minor illnesses, monitor chronic, stabilized conditions and teach preventative care. They also screen for diseases. A physician assistant may not be selected as a primary care physician (PCP). Nurse practitioners perform similar functions as physician assistants. In OB/GYN, they manage prenatal care, provide gynecological care and offer family planning (contraceptive) counseling. A nurse practitioner may not be selected as a primary care physician (PCP).
All appointments are scheduled in advance. Simply phone our office and ask for your doctor's appointment desk:
You will be provided with the earliest available time. If your physician is not available, we will offer you an alternate choice. We also offer same-day appointments in Urgent Care, so please tell us if you have a medical problem requiring an immediate visit. When you are unable to keep an appointment, 24-hour notice is required. Failure to keep appointments may compromise your medical care and prevent other patients from being seen.
To allow adequate time for your registration, please arrive 15-30 minutes early for your first appointment. Go directly to New Patient Registration and have your insurance card and any other necessary insurance billing information with you. If you need to make payment arrangements on your account, please stop by our Customer Service Department for assistance. Depending on the insurance coverage, some patients may be required to make a deposit before their first visit. Patients are then billed for any additional balances due.
If you have not already made arrangements to have your medical records forwarded to Bay Valley, please stop by Customer Service. Once we receive a signed Medical Records Release form, we will request that your records be sent to us. If you should move, we will transfer your records to your new physician. It is not possible to have records ready on demand: please allow two weeks for this transfer to occur. When records are transferred between physicians there is no charge. However, if you request a copy for your personal use there may be a fee.
During Office Hours: If the emergency is life threatening, please call 911. If the emergency is not life threatening, please call you doctor immediately. He/she will arrange to help you with your problem. If your physician is not available, Bay Valley Medical Group will arrange for your care. After Office Hours: Bay Valley provides 24 hour on-call service.
If you have an HMO/PPO plan, please notify your PCP following your visit to the emergency room. A trip to the emergency room, without notification, may result in substantial out-of-pocket expense.
Bay Valley Medical Group has twenty-four hour phone service. When you phone Bay Valley during office hours, your call will be handled by our operators. If you call a direct line and are answered by voice mail, leave your name, phone number and a brief message. Your call will be returned as soon as possible. Never leave an emergency call on voice mail. When you have an emergency, call the main switchboard and explain your situation. They will obtain appropriate help for you. For non-life threatening after-hours, emergencies, call the main number and our answering service will contact the on-call physician for you:
Some of our physicians perform physical exams in two parts (ask when you schedule your appointment). On the first appointment, the physician will take a complete history and determine any necessary tests or procedures. You may also need to obtain lab and/or x-ray testing. The second part of the examination should be a thirty minute appointment which is scheduled no earlier than one week after any testing. On this visit, your doctor will examine you, review the lab or x-ray results and make recommendations for your medical care.
When you need a prescription refill, telephone your pharmacy with the RX number from the container. The pharmacy will either refill the prescription or call your doctor to obtain a refill. It is not necessary to call Bay Valley for a refill unless you wish to discuss side effects of the medication with your physician. Helpful Tips:
When you have questions, or need to speak with your physician, telephone the office. A staff person will take your message and request your medical file. When the file arrives, it will be given with the message to your doctor. Calls are returned throughout the day between patient exams by the clinical staff. When you require medical assistance during a time when your physician is out of the office, state your concern and a message will be given to the doctor on-call that day. Please advise the receptionist immediately if your call is regarding an emergency.
Your Primary Care Physician will make arrangements for any specialist referrals. Please remember that many insurances require prior authorization for specialist care. Note: Without authorization from your PCP, you may be responsible for the charges.
We have a place for you! Our Customer Service Department in Hayward (main floor by the elevator) performs a number of services designed to help make your medical care at Bay Valley a positive experience. Give our staff a call:
Hayward
(510) 785-5000 |
