OB-GYN Policies


After Hours & Emergency Care

If you are experiencing a life-threatening emergency, dial 911 or go to the nearest emergency room.

For patients who are experiencing urgent medical problems, same-day appointments are usually available. For our established patients, obstetrical (OB) and gynecological (GYN) urgent care is available after normal business hours. A provider is on-call and available 24 hours a day 7 days a week by calling our toll-free answering service at (877) 470-2042. If a return call has not been received within 30 minutes after calling the answering service, please call again and advise them that this is your second call. Please make sure that “call block” has been removed from your phone.

Please do not call our answering service if you have a routine, non-urgent medical problem and can wait until normal business hours.

Prescriptions and birth control pills are not refilled via the answering service. Lab test results are also not provided via the answering service.

Appointments

We value your time and will do our best to keep your wait in the reception area to a minimum and run on time. The provider expects to see you at your scheduled appointment time. We make every effort to schedule our appointments so that each of our patient’s needs and concerns are met.

Scheduling Appointments

All patients are seen on a scheduled appointment basis. Appointments may be made by calling our office Monday through Friday, between 8:30 a.m. and 4:30 p.m. Before calling, please have your insurance card(s) available. Our scheduling staff may ask you about the nature of your visit, in order to book the most appropriate appointment for you. When you make an appointment, please provide home and work phone numbers, so you may be reached, if necessary to reschedule.

Please feel free to call us prior to leaving for your appointment to determine any delays.

A formal appointment is required for all injections (such as Depo-Provera, Depot-Lupron, Gardisil, and Rhogam), blood draws, pressure checks, and urinalysis.

Preparing for Appointments

New patients are asked to arrive 20 minutes prior to your first appointment.

Returning patients are asked to arrive 15 minutes before your scheduled appointment time.

  • Arrive early for your appointment, as this enables us to run on time by completing any necessary paperwork, obtaining clinical history, etc.
  • Bring your insurance card and photo identification.
  • Be prepared to present your insurance card at each visit. All insurance changes are to be reported to us by the patient as soon as possible. If you do not have your insurance information at the time of service, you will be considered self-pay. Correct insurance information insures that we meet filing deadlines set by your insurance carrier. If you present the information at a later time, we will file as a courtesy but if the claim is rejected you will be held responsible for the full amount.
  • Bring your co-pay or be prepared to pay for any co-insurances. Payment is due at the time services are rendered. We accept cash, checks, and credit cards.

 

Cancelling Appointments

If you are unable to keep your scheduled appointment, we ask that you provide us with a minimum of 24 hours notice prior to your scheduled appointment. We reserve the right to charge a $25.00 fee for missed (“no-show”) appointments for any appointments cancelled less than 24 hours prior to the scheduled appointment time. This courtesy will allow us to accommodate other patients. We do, however, realize that unforeseen circumstances and emergencies arise.

Deliveries, urgent surgeries and emergencies may occasionally require us to reschedule your appointment. If we cancel your appointment less than 24 hours prior to your appointment, we will do our best to coordinate your visit with another available provider.

Late Appointments

All patients are requested to arrive on time for their appointment. We respect the time of our patients and our providers strive to stay on schedule so that your wait time is minimized. Please call the office if you think you may be running late. We understand that there can be unexpected delays and will try to accommodate you as best we can. However, if you are more than 15 minutes late, you may be asked to wait or, on occasion, reschedule your appointment. This may be necessary to avoid inconvenience to other patients.

Missed Appointments

Our goal is to provide quality care to all of our patients. When an appointment is scheduled, a block of time in the provider’s schedule has been allotted to you, the patient, to allow adequate time to address all of your concerns and provide medical treatment. We reserve the right to charge a $25.00 fee for missed (“no-show”) appointments for any appointments cancelled less than 24 hours prior to the scheduled appointment time. Patients with excessive no-shows may be terminated from the practice.

Appointment Reminders

We send annual reminder cards via postal mail three months in advance. We make appointment reminder calls for gynecological (GYN) annuals, injections and office procedures one day prior to your scheduled appointment. We do not make reminder calls for obstetrical/pregnancy (OB) appointments. OB patients are responsible for keeping track of their appointments.

Disability/FMLA Forms

In the event that you require forms to be completed for your employer as the result of pregnancy or surgery, the following are some basic guidelines:

Leave Related to Obstetrical Care

Medical disability for an uncomplicated vaginal or cesarean section delivery is six weeks following delivery. Any extension of the six week post-partum disability period must be due to complications. All extensions are done at the provider's discretion and will be discussed with you at the time you are seen for the problem. Failure to make, and keep, recommended post-partum visits during the six-week disability period does not constitute cause for extending medical disability.

If you have any questions regarding these guidelines, or your personal circumstances, contact our front desk staff at (717) 637-7755 opt. 2 for clarification or assistance.

Leave Related to Surgery


Each surgical procedure we perform has a recovery period which follows the American College of Obstetrics and Gynecology guidelines. Barring unforeseen complications, we do not extend post-operative recovery disability leave. Failure to make, and keep, recommended post-op appointments does not constitute cause for extending medical disability.

You can obtain surgery specific recovery information when scheduling your procedure with us, or at any time by calling our Surgical Coordinator at (717) 637-7755, ext. 3281.

Disability/FMLA

Family medical leave is not necessarily synonymous with medical disability, therefore we do not complete forms allowing for unlimited intermittent FMLA. Please ask your employer concerning your rights under the Federal Medical Leave Act (FMLA).

Requesting Medical Leave/Disability from Your Employer

  • Forms to apply for disability leave are available through your employer’s Human Resources Department.
  • Forms and a signed authorization to release medical information (click here) may be delivered directly to the Hanover office or faxed to (717) 637-7142.
  • Our standard fee to complete each form is $15.00. A fee of $25.00 is charged for any urgent request requiring immediate processing. This fee is payable by check, cash or credit card (Visa, MasterCard, Discover). This fee must be paid prior to the completion of the form either at the time of delivery or, if faxed, by a telephone credit card transaction.
  • The patient information portion of the form must be completed prior to processing.
  • Once we receive your form(s) and your signed authorization to release your medical information, please allow up to two weeks for standard processing of the form. All urgent requests will be processed on the same day received, whenever possible.
  • All completed forms must be picked up by the patient at our Hanover office. No completed forms will be mailed or faxed to the disability carrier/employer, due to Federal Health and Insurance Privacy and Portability Act (HIPAA) regulations.

 

Lab Tests/Results

All lab tests will be billed separately by the respective laboratory and are not included in our charges. Any questions regarding a bill for lab tests should be addressed directly with the laboratory.

Lab test results are sent to you through our Patient Portal, if you have enrolled use that free service. Only normal lab results will be provided using this method. If your results are abnormal or require follow-up, a member of our staff will call you.

For those patients who are unable to utilize our Patient Portal, a member of our staff will call you.

Results can take up to 10 business days, but usually fewer than 10; if you have not received results for routine visits within this time frame, please contact our office, We understand that waiting for results can be worrisome. Receiving results back and notifying the patient as quickly as possible is our goal. If patients call before this time period, we often spend time stating that results are not in and this delays staff working on calling those patients whose results have arrived. If you had a critical test or a non-routine visit and are particularly worried, please call our Triage Nurse at (717) 637-7755, ext. 8905.

If you call for lab results, please provide our staff with all the phone numbers where you can be reached. Please allow ample time for labs and test results. Many tests require 48 hours to several days before a result is known. Please allow 24-48 hours for our staff to return your call.

Lab test results are not provided via our answering service.

Medical Records

Patients are entitled to copies of their medical records, whether for themselves or another medical provider. The patient or parent of a minor patient must sign an authorization to release medical information (click here), which can be faxed, mailed or dropped off at any of our office locations. Routine medical records requests are handled by our release of information staff, on a weekly basis. Please allow up to two weeks for completion of records requests.

To cover administrative costs, a search fee, the cost of postage, and a per page charge will be billed to the patient and/or requesting company, if other than another medical provider. A charge is only assessed when records are released directly to the patient. Payment will be expected when the records are presented.

To expedite records requests, call our medical records specialist at (717) 637-7755, ext. 8915.

Records from any medical provider other than Mountain View OB-GYN, a member of Hanover Medical Group must be obtained directly from that provider.

Prescriptions

We cannot prescribe new medications over the phone. Patients requesting new prescriptions will require a scheduled appointment.

Prescription refills are processed only during our normal office hours. In many instances, we will require that a patient be seen in our office prior to medication renewal.

Prescription refills are handled through AllScripts ePrescribe, an electronic network which allows us to send and receive refill requests and approvals directly to the pharmacies. This also applies to mail order pharmacies. With your approval, your prescription history may be pulled by your provider to optimize your current care and to prevent drug interactions.. We request that first you verify with your pharmacist that there are no more refills available.

Your pharmacy may call our office for prescription refills. However, fax requests from pharmacies are not accepted. If you call us for a refill, please provide the pharmacy name, telephone number, and prescription name that you are requesting. Please contact your pharmacy for the status of your refill request.

Please allow up to 2 business days for prescription refill requests to be filled.

Prescriptions and birth control pills are not refilled after hours or on weekends via our answering service.

Privacy Concerns

Due to Federal Health Insurance Portability and Accountability Act (HIPAA) regulations, we are required by law to protect the privacy of your health information. Our personnel are only authorized to speak with the patient, those persons the patient has designated on the registration form, insurance company, or another medical provider regarding a patient’s medical information. Any other individual wishing to discuss such information must submit a signed authorization form from the patient providing consent. Individuals holding power of attorney rights for a patient must submit documentation of the power of attorney to our office before the patient information can be disclosed.

Our Notice of Privacy Practices describes how medical information about you may be used and disclosed and how you can get access to this information. If you have any questions or requests regarding the privacy of your medical information, please contact our HIPAA Privacy Officer at (717) 316-2050.

Sick Patients

We want to ensure the safety of our employees and patients. Please do not visit an office if you are sick or feel symptoms of being sick. We will help you to reschedule your appointment, without penalty, when you are better. If you have an illness or are exhibiting symptoms, we recommend that you cancel and reschedule your appointment. Some illnesses and symptoms include:

  • A cold or the flu
  • Sore throat
  • Runny nose or congestion
  • Fever or nausea
  • Persistent cough
  • Severe headaches or body aches
  • Muscle or stomach pain, chest pain or difficulty breathing
  • Vomiting or diarrhea
  • Other contagious disease

 

If you need to reschedule an appointment, please follow the instructions on your appointment notice to reschedule your appointment. There is no penalty if you reschedule your appointment, if you are sick or feel symptoms of being sick. For the safety of our employees and patients, if you or someone with you appears ill or meets any of the conditions listed above, the receptionist may cancel your appointment. We will assist you in rescheduling your appointment, without any penalty.

Telephone Calls

If you are experiencing a life-threatening emergency, dial 911 or go to the nearest emergency room.

Because the nature of our business, Mountain View OB-GYN, a member of Hanover Medical Group. receives a large volume of telephone calls. Please know that your call is important to us and we will make every attempt to return your call in a timely manner.

To simplify your ability to reach the appropriate person or department more quickly, our practice uses an automated phone attendant. This tool enables our front desk staff to focus more on the patients they are assisting and provide them with better customer service.

  • Telephone calls are answered and messages are retrieved by our knowledgeable and friendly staff from 8:30 a.m. to 4:30 pm, including during the lunch hour of 12 to 1 p.m.<
  • All calls and messages received will be handled by or directed to the appropriate staff member. We have clinical staff who are trained to answer questions and advise patients.
  • Calls are returned based on priority:
    Urgent Calls – All urgent calls will be handled as emergencies and may require the advice of a provider. Please allow time for our staff to consult with a provider before calling you back. All urgent calls will be returned by the end of the business day on which they are received.
    Non-Urgent Calls – Any non-urgent calls received after 4:30 p.m. will be handled the next business day.

 

If you have left a message and are requesting a return call, please have your phone handy so as to not miss the call. Please make sure you provide all of the phone numbers at which you can be reached and that “call block” has been removed from your phone.

For routine, non-urgent issues, please call our office during regular office hours. For our established patients, obstetrical (OB) and gynecological (GYN) urgent care is available after normal business hours. A provider is on-call and available 24 hours a day 7 days a week by calling our toll-free answering service at (877) 470-2042. If a return call has not been received within 30 minutes after calling the answering service, please call again and advise them that this is your second call. Please make sure that “call block” has been removed from your phone.

Please do not call our answering service if you have a routine, non-urgent medical problem and can wait until normal business hours.

Unattended & Disruptive Children

It is the intention of Mountain View to enlist the cooperation of parents and other adults responsible for children to ensure that our office provides a safe and pleasant experience for all who use it.

Unattended Children

Children may accompany an adult to an appointment that does not require the separation of the adult from the children. If an adult is having an examination or test that requires privacy, children age 12 or younger may wait in the reception area only if they are supervised by an accompanying adult. For the health and safety of both our patients and young visitors, children age 12 or younger may not be left unattended at any time. Unfortunately, we do not have staffing to provide babysitting services during your visit. It is the patient’s responsibility to find necessary childcare arrangements during their appointment. If a child in this age group is found unattended, staff will locate the parent/supervising adult in the office and inform him/her of this policy.

Children age 12 and older may wait in the reception area unattended but they should be sufficiently mature to do so. Responsibility for the welfare and behavior of children using our office rests with the parent/supervising adult. Though staff will always respond with care and concern, they cannot assume responsibility for children’s safety and comfort while they are unattended.

Disruptive Children

Even the best behaved child may have a restless day. We ask that you respect our patients and employees and remove disruptive children to the lobby or outdoors. Disruptive behavior is that which represents physical danger to the child or others, or behavior that interferes with other patients or employees. Disruptive behavior that is unacceptable at our office includes, but is not limited to:

  • Running, chasing, horseplay
  • Screaming, shouting, yelling, loud laughing or other noise
  • Abnormal, erratic behavior that hinders normal office use
  • Continued or frequent loud talking
  • Pushing, hitting, fighting, biting
  • Throwing books or other objects
  • Prolonged crying or temper tantrums
  • Bullying or bothering other people
  • Jumping on furniture
  • Dangerous/inappropriate/destructive use of objects or toys

 

Our staff will approach disruptive children in the following manner:

 

  • Give a verbal warning to the child indicating that such behavior is disruptive to other patients and staff and is unacceptable.
  • If the disruptive behavior continues, approach the parent or supervising adult with the same warning. If the child is unattended, give the child a second warning.
  • If the disruptive behavior continues, request the parent or supervising adult to escort the child outdoors or from the office premises.

 

Parents are responsible for behavior of their children while they are on Mountain View OB-GYN, a member of Hanover Medical Group property, and any damage or injury they may cause.