We know your time is valuable so we endeavor to stay on time. Emergency visits occasionally put us behind schedule. Should that be the case, our staff will inform you and offer to reschedule your visit if waiting is not an option for you.
Office hours are from 7:00 a.m. to 5:00 p.m., Monday through Friday. Because of the personal nature of our practice, we ask that you remember the day and time of your appointment. Please arrive 15 minutes before your scheduled appointment in order to complete or update your patient information. Lab hours are from 7 a.m.
to 4:30 p.m. Monday through Thursday and 7 a.m. to 3 p.m on Friday.
If you miss a scheduled appointment without a 24 hour advance notice, we may bill you (with proper notice, we could have made your scheduled time available to someone else).Patients who arrive late will be re-scheduled or may be seen as a walk-in visit. Certain appointment times are reserved for certain appointment types, since many of our procedures require specific timing during the day. We will be happy to work with you to best accommodate your scheduling needs.
Walk-In Acute Care:
Non-emergency but otherwise "urgent" reasons for visits will be scheduled as soon as possible via a cancellation list. Patients will be scheduled as canceled appointment times become available. We can often see you within 24 hours of your call.
These visits are available Monday through Friday during normal business hours. You will be evaluated by our staff to determine the clinical urgency of your complaint. You may need to be seen imediately or as a work-in with the first available provider in the clinic.
Doctors Boekes and Kasunic share 24-hour call coverage for our practice. This is for emergency calls only. Medication refills will only be handled during regular office hours.
Your Medical Record:
Your medical record is a confidential document. Its contents will not be disclosed to anyone without your written consent. A copy of your medical record may be obtained only upon written request with ten (10) working days notice. The original patient record is the property of the office.
If you regularly need blood work as follow-up for any medical condition, consider having your blood work drawn about 10 days prior to your scheduled appointment to enable you and your provider to review the results. We can provide you with the laboratory requisition to have the test performed.
You will be contacted either by telephone or by mail regarding your test results. Tests results commonly arrive in our office ten business days after the completion of the test. Please do not call the office for your results before this time.
We can provide you and your family with a complete set of cardiovascular risk assessment tests. Advanced lipid tests enable our physicians to thoroughly analyze your metabolic blood-based risk. Combining the blood test results with additional cardiovascular risk testing, such as carotid intimal medial thickness (IMT) scanning, Exercise Stress Testing, and Impedance Cardiography (ICG) allows our team to prepare a personalized treatment plan designed specifically to reduce your risk of cardiovascular disease.
Visiting a physician is like many other personal services. While your healthcare is our primary concern, we are also a business, and we expect payment at the time of service. Fees are based upon the services rendered, the physician's time, the skills involved, and the cost of delivery of the services. We make every effort to keep the cost of your medical care down. You help by paying for your visit upon its completion. All insurance co-pays and deductible are due at the time of service, as your plan requires. Special circumstances may warrant special arrangements, which can be discussed with our Practice Manager. We encourage you to discuss any questions you may have regarding fees for medical care provided by Castle Rock Family Physicians. It is important to keep the office informed of any changes in name, address, telephone number, or insurance coverage.
Telephone calls for questions regarding medical matters are always welcome. Urgent calls will be answered or returned promptly. Urgent calls from the morning are usually returned by noon and urgent afternoon calls will be returned in the evening. Our voicemail system allows you to select zero at any time to reach our reception staff to discuss an urgent matter. Non-urgent calls will be delivered to our voicemail system. These calls will be returned at the end of the workday or the following business day, unless emergency patient care needs prevent our doing so. Voicemail has proven to be a very personal and confidential way in which to leave your detailed message. Messages may be left for the provider's medical assistant or the staff member of your choice. A staff directory is provided for you at the beginning of the voicemail introduction.
The doctors will not leave the exam room to answer non-urgent calls. The office staff is trained to answer many of your questions, and often can do so before the physicians are able, so use them whenever possible. Normally, there will be no charge for phone calls.
If you have an after-hours emergency and must contact the office, the main telephone number will connect you with our fully qualified answering service. If your urgent call has not been returned within 15 minutes, please call again. Prescriptions will not be refilled after-hours. Test results are not available after hours. Please limit your after hours calls only to issues that are TOO URGENT to wait for our regular office hours.
If the in-office answering system fails, press zero and your call should transfer to the off-site answering service. If you are having a true emergency, call 911 or go directly to the hospital emergency department.
Rarely, technical problems beyond our control may temporarily interrupt or delay telephone communications.
Please remember that insurance is a contract between you and a third party to reimburse you for your payments to us. Insurance is NOT a substitute for payment. The receipt we will give you at the end of your visit contains all the information you need for your insurance company to process your claim.
If we participate with your insurance plan, as a courtesy to you, we will process your claim for you. It is essential that you follow the insurance rules and regulations exactly, or you will be liable for payments to us that are normally paid by your insurance. Please read your benefit manual thoroughly. We realize that insurance regulations are often difficult to understand. However, complying with your insurance plan is your responsibility. You will sign a form before treatment clearly stating that we may bill you for any services provided by Castle Rock Family Physicians.
Please note that in addition to our fee, other health care professionals will charge you when your care has involved their services. Such fees may include those from your hospital, or other doctors such as radiologists (for X-ray tests), pathologists (for biopsies) or laboratories. Or office has no control over their billing departments, and all billing questions regarding their services must be directed to them.
A chaperone may be present in the room with you during your physical examination.
We ask that our patients having A WELL WOMAN EXAM AND/OR PAP TEST be mid cycle, to refrain from douching, having sexual intercourse, or using vaginal medications or lubricants for 72 hours prior to your appointment. Also, we are unable to perform a Pap test during your menstrual period. We will ask you to re-schedule your appointment if any of these have occurred at the time of your well woman visit.
From time to time, your medical situation may require the services of a consultant physician to optimize the delivery of your care. Within the limits of any health insurance plan guidelines, which may restrict you, we will endeavor to select your consultants with close attention to a "good fit" between the skills of the doctor and the needs of the patient.
For specialized testing such as the bone densitometry and specialized cardiovascular screening, we ask you to wear comfortable, loose-fitting clothing.