Patient Information

We are so pleased that you have selected Prima Medical Group and we look forward to providing you with excellent medical care. This information will detail some of the things that will help us to keep you in the best of health and to assist you should you have a medical issue.

Clinical Staff

We have four clinicians to provide you with the best in state-of-the-art, evidence based medicine. We have a terrific, very experienced nurse practitioner, Mary Redfern. She works closely with the physicians and can handle a wide range of medical concerns and well-care visits, as well as prescribe medications and refer to specialists. For biographies on all of our clinical staff please visit our Meet the Physicians page.

Updating Information

We are required to update your demographic and privacy information every three years, even if none of your information has changed. Each time you change a telephone number, emergency contact or other demographic information, please remember to update your records with us. It is especially critical that you present us with a copy of your insurance information on a yearly basis. Because of privacy concerns insurance companies frequently change the cards they send to members. We will ask to see your insurance card or have you verify your insurance information each time you are seen at the clinic. If we have your old card on file and your insurance company denies our claim to them for services rendered to you, the bill for the services will be sent to you until you provide us with your new insurance information. Please inform us each time a change is made to your insurance coverage.

Appointments

Please call our office during the hours of 9:00 a.m. to 5:00 p.m. at 415-924-1214 to schedule an appointment. Please be prepared to tell the receptionist the nature of your medical concern as this helps us most effectively schedule your appointment. When coming for your appointment please arrive at least 10 minutes early. This gives our office an opportunity to verify your insurance and demographic information and collect any co-payment that your insurance company may require. Please note that our contract with your insurance company states that we are required to collect your co-pay at the time you are seen. Co-pays cannot be billed except in an emergency. We accept cash, checks, and credit cards as forms of payment. You may also use your debit card as long as it bears a Visa or Mastercard symbol.

Same day care visits

Our office keeps a number of same day care (SDC) appointments for patients who need to be seen on an urgent basis. We make every effort to schedule you with the clinician of your choice. If he or she is not available, we will schedule you with a clinician who has an available appointment. SDC appointments usually fill quickly. Please call early in the day in order to make your same day appointment. Illnesses such as colds and flu require an appointment, and our providers are unable to prescribe treatments such as cough medications or antibiotics without an appointment. Clinicians also need to see problems such as back pain, sprains, abdominal pain, and similar conditions.

Authorizations and referrals

The best of medical care is always coordinated by a primary care physician or nurse practitioner who knows you and your needs. While patients with PPO insurance may self-refer to any of our excellent and recommended specialists, many patients enjoy meeting with their PCP to discuss the complete nature of their medical concern prior to seeing a specialist. If you’d prefer to self-refer, our front office staff has a list of the specialists to which our physicians refer patients. If you are an HMO patient, your insurance requires that you be seen by your PCP prior to going to a specialist. PCP’s are trained to handle many common concerns and you may save time and money by seeing your PCP prior to receiving care from a specialist first. Should you desire to see a specialist, please make an appointment to see your PCP or NP.

Billing Concerns

It is important that you understand your insurance plan. Your HR director or your benefits coordinator at work can most effectively answer questions about your plan, benefits and co-pay. You may also call your insurance company at the member services number listed on your card. They will be happy to assist you with any questions you may have. This is especially important when it comes to your yearly physical or annual exam. It is your responsibility to know if this is a covered benefit under your plan. When billing concerns do arise, or you have questions about a bill you have received, please call our billing service at 415-493-3342.

Here are some simple tips to make your visit or your call to the doctor the most satisfying:

  • Please ask questions. Your involvement is essential to keeping you healthy!
  • When you call the doctor, clearly state the reason for your call, i.e. a rash, a cough, etc.
  • Write out your symptoms, questions, and a list of medications, over-the-counter drugs or other treatments, so we can fully assess your condition.
  • If you have multiple concerns to discuss, please inform the receptionist of this when you make your appointment. This will help the receptionist to schedule your appointment for an appropriate amount of time.
  • As a new patient, it is helpful for us to have access to your medical records. We will be happy to help you obtain these records.
  • After-hours care

    IF YOU HAVE A LIFE-THREATENING EMERGENCY PLEASE CALL 911!  For less serious concerns, we have a great group of physicians on call when the office is not open should you suddenly become sick. You may call our main number at 415.924.1214 and our answering service will take a message and contact the physician.  Before going to an urgent care facility please call our office as most insurance companies require a prior authorization from a physician before they will pay for services at such a facility. This is especially true for HMO patients, as these companies require an authorization from your primary care physician (PCP) before they will cover a visit to urgent care. The only exception is of course a life-threatening emergency when you should call 911.

    Prescriptions

    We require a 24 hour turnaround time for prescription refills. Should your clinician prescribe medication for treatment of a short lived or ongoing concern, it’s very important that you take the medication exactly as it has been prescribed.  If you would like a refill of an ongoing medication, please FIRST contact your pharmacy and ask them to contact our office. They will most often send your request to us electronically as our clinicians now complete most medication refills via computer and these take just a few clicks to handle! This is the fastest and easiest way for you to obtain your refill.  If that is not possible, or if you want to discuss a medication, please call our office.  If you are on a controlled medication, State of California law requires that we see you monthly in order to do prescription refills for you.  Lastly, many insurance plans now ask their members to use mail away services to fill prescriptions.  If you have multiple prescriptions that need to be written for a mail order pharmacy we request that you make an appointment.

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