Frequently Asked Questions

Appointment and Billing Questions

What are your office hours and how do I contact the office after closing hours?

Excluding holidays, our office hours are Monday-Thursday 8 a.m. to 7 p.m. and Friday 8 a.m. to 5 p.m. If you need to contact the physician on call for urgent clinical advice after the office is closed, call 785-505-5850 and our answering service will page the on-call physician.

We offer same-day appointments with a provider. Appointment times may vary according to your provider's schedule or certain types of appointments may require more advance scheduling to meet your specific needs. To schedule an appointment, call 785-505-5850. If you are an established patient and have previously registered for our patient portal, you may schedule non-urgent appointments through our Patient Portal.

What should I bring with me to an appointment?

Whether you’re coming in for a first-time appointment or repeat visit, we will need to see your insurance card(s) and current driver's license or identification card. Please come prepared to pay your deductible and/or co-payment at the time of service. You should bring your medications (medications include prescription and over-the-counter [non-prescription, herbs, minerals, supplements]) or a current list with you so your provider can confirm what medicines you are currently taking.

What if I need to cancel or reschedule my appointment?

We appreciate at least 24 hours advance notice if you are unable to keep your appointment. Please call 785-505-5850 or send a cancellation through your registered Patient Portal account as soon as you know you need to cancel or reschedule.

What insurance do you accept?

As part of the LMH Health physician practice network, we accept most insurance plans, including, Medicare assignment and Medicaid. Each time you come in for an appointment, we will need to see your insurance card(s) and current driver's license or identification card. You will be responsible for paying your deductible and/or co-payment at the time of service. The agreement between you and your insurance provider is private therefore we do not routinely research why an insurance carrier has not paid or if it may have paid less than anticipated for medical care. If an insurance carrier has not paid within 60 days of billing, you will be responsible for professional fees. We direct you to call Physician’s Billing with any questions at 785-505-5775. If you are uninsured or experiencing financial hardships, we offer financial counselors at 785-505-5775.

What if my insurance doesn’t cover a test or procedure I need?

Our staff makes every effort to simplify and help you with billing and insurance claims procedures. We file insurance claims on your behalf as a courtesy. When an insurance claim is denied, we make a reasonable effort to appeal the denial when appropriate. If we are aware that a particular test or procedure is routinely not covered by a specific insurance plan, we will make you aware before the service is rendered whenever possible.

General Information Questions

What is a family practice physician?

Family practice physicians deliver a range of acute, chronic, and preventive medical care services for patients of both genders and every age. In addition to diagnosing and treating illness, they also provide preventive care, including routine checkups, health-risk assessments, immunization and screening tests, and personalized counseling on maintaining a healthy lifestyle. Family physicians also manage chronic illness, often coordinating care provided by other subspecialists. From heart disease, stroke and hypertension, to diabetes, cancer, and asthma, family physicians provide ongoing, personal care. Meet our providers.

What is an Advanced Practice Nurse Practitioner (APRN)?

An advanced practice nurse practitioner (APRN) is a registered nurse (RN) who has completed an advanced graduate-level education program and has passed a national certification examination. An APRN has acquired advanced clinical knowledge and skills to prepare him/her to deliver safe, competent, high-quality care to patients. APRNs are able to diagnose and treat health problems, prescribe medications, perform procedures, order and interpret laboratory tests, counsel patients about health promotion and prevention, coordinate care, refer patients to physicians and other health care providers, and advocate for patients in the complex health care environment. Their specific duties depend on the setting in which they work, their level of experience, their specialty, and state laws. Meet our APRN.

Do you provide lab testing?

Yes. When covered by insurance, we provide on-site laboratory services. Please check your insurance coverage to find out if there are restrictions on where and who can draw your blood and do the testing.

How and when will I be notified of my lab test results?

Total Family Care notifies patients of test results by phone, mail, Patient Portal or at an office visit. You should expect to be notified of your test results in a timely fashion. Timeliness can vary according to what kind of test result was completed. For example, certain blood tests may be available in 1-3 days while others, such as a biopsy may take longer. If at any time you have not been notified, please call our office and speak to a nurse. Patients who have enrolled and have designated the secure portal as their preferred method of communication may view certain lab, imaging, and office notes via the portal.

Abnormal tests and certain normal tests with more complex interpretations may require an office visit to discuss in more detail.

If at any time you have not been notified, please call our office at 785-505-5850 and speak to a nurse.

When is the best time to discuss a referral to a specialist or for a second opinion?

The best time to discuss a referral is during your office visit. Many insurance companies require that referrals are made to specific providers, and additional paperwork and/or phone calls to authorize the referral are often necessary. We also like to provide the referral physician with your history and previous testing, or treatments pertinent to the referral, in order to coordinate your care. For any questions about your referral or care coordination, please call our office at 785-505-5850.

What information do you need to best coordinate my care?

It's important for the effectiveness and safety of your care to always communicate with your primary care team. If you have had a recent hospitalization -- including emergency or urgent care treatment here or out of town -- or have had any kind of medical procedure or treatment, please call, update your information on My Patient Portal, or let us know at the time of your office visit.

Medication Questions

How do I get a refill on my medication?

All medications are generally refilled at the time of your office visit. If you need a refill before your next appointment, contact your pharmacist (who will notify us). Prescriptions and refills are issued during office hours only.

Should I bring my medications with me to my office visit?

Yes. The physician or PA will want to confirm all medications you are taking (prescription and over-the-counter) with every office visit.