General Office Guide

Office Information
When confronted with illness, one of the first things you ask is, “Where can I get quality care?” Drawing from the expertise of a dedicated team of specialists, NexGen Oncology offers comprehensive treatment tailored to the special needs of each patient...blending a tradition of caring and compassion with today’s technology.

Our mission is to provide excellence in medical care and personal service, close to home. We strive to understand the special concerns and needs of our patients. We make every effort to provide a warm and comfortable environment. We honor the doctor-patient relationship as an important element in the healing process.

Patient care is managed using a team approach directed by the oncologist/hematologist selected by you and your referring physician. Your referring physician is an important member of this team who shares essential medical information with us. As a patient in our practice, you will routinely interact with our clinical team and laboratory team, our physician assistants, as well as other members of our support staff. In the absence of your regular physician, another provider in our group may participate in your care to ensure that you are cared for appropriately and in a timely manner.

Appointments
Our office is open for scheduling appointments from 8 a.m. – 5 p.m., Monday through Friday. We are closed for most major holidays. Please notify us within 24 hours of your scheduled appointment if you need to cancel your appointment. This will allow us to reschedule your appointment and accommodate other patients.

Please bring a current list of your medications, including dosage and directions, to each appointment. This list should include prescriptions, over-the-counter medications and supplements.

Our staff schedules your follow-up visits, treatment, diagnostic scans and other necessary appointments before you leave our office. Always be sure to see the scheduling coordinator before leaving if your appointments have not already been made. Our office will be happy to validate parking for you and your family members at that time.

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Telephone Calls
Our telephone is answered 24 hours a day. A physician is always on call and available to handle patient problems. Non-emergency calls, such as appointment changes and insurance problems should be made between 8 a.m. and 5 p.m.

Many problems can be handled over the phone. If there is a problem between visits, please be sure to call the office. Calls regarding treatment, medication, side effects or other medical issues are first reviewed by a nurse. The nurse will obtain the necessary medical information and communicate that to the physician. The problem is assessed and you will be contacted by our triage nurse with further instructions or, if necessary we will schedule an appointment for you.

Test and Test Results
The results of laboratory and radiology tests are very important for the continued evaluation and management of your care. You will usually have blood drawn and tested with every office visit. Some laboratory test are required to be reviewed before a treatment may be given. These types of tests are performed in our office and evaluated on the day of your visit. Other samples are processed in our laboratory and sent to other laboratories, as determined by your health insurance. It may take several days to get these test results back to our office. When having radiology test, scans, biopsies or any other procedure done outside our office please know that we will make every effort to obtain the results as soon as possible. However, it could take 24 hours to a week for those results to reach us. You may help expedite the process by reminding the person doing the test that you need results sent to your doctor here as soon as possible. When calling our office for test results, please ask for your physician’s medical assistant who will let you know if the results are available. If they are unavailable at the time of your call, your call will return it as soon as possible.

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Requests for Refills
Refills for medication, including those medications that have no remaining refills, should be called directly to your pharmacy. Your pharmacy will call us for refill authorization, if necessary.

For controlled substances (also known as triplicate prescriptions), you must call our office, not the pharmacy. Triplicate prescriptions must be obtained from our office and hand-carried to the pharmacy by you or an authorized patient representative/family member.

Requests for Medical Records
If you are in need of a copy of your medical records, please call the office 48 hours in advance and we will be happy to prepare them.

Emergencies
If you have a true medical emergency, call 911 or go to the Emergency Center of the nearest hospital. Ask them to contact our office at (214) 379-2774.

Payment for Services
We recognize the need for a clear understanding between you and our office regarding payment for services. Charges for professional services and treatment depend upon your diagnosis and the terms of your managed care contract. Co-payment and unmet annual deductibles are payable at the time of your visit. We accept cash, check, Visa, MasterCard and Discover.

Insurance
Based on the number and different types of insurance coverage, it is best to contact our office at
(214) 739-1706 if you have any questions concerning the types of insurance plans accepted by NexGen Oncology. In order to provide you with the most accurate information concerning your coverage, our highly trained staff will obtain your insurance information to verify your benefits and will contact your PCP's (primary care physician’s) office for a referral, if necessary.

Please notify us immediately if there are any changes in your coverage, employer or Primary Care Provider. When a change occurs, we will verify the new coverage and inform you of any changes in your benefits in order to ensure a smooth transition. Our Patient Services Representatives are always available during regular office hours to answer any questions you may have.

Referrals and Pre-Certifications
Your insurance may require a referral from a primary care physician (PCP) in order for you to see a specialist. Your insurance may also require pre-certification of office or outpatient services. As a courtesy, our office will make every reasonable effort to obtain these referrals and pre-certifications for you. If a referral or pre-certification cannot be obtained prior to the date of your visit, your appointment may have to be rescheduled.

Referrals and/or pre-certifications are sometimes required for CAT scans, x-rays and other diagnostic tests. Some managed care contracts specify the location for these services. Our staff is trained to help our patients through this process and will answer any questions you may have.

Wheelchair Availability
If at any time you or a family member is in need of a wheelchair, call our office when you arrive at the building and a NexGen Oncology team member will be happy to come and assist you.

Cancellation/ Late Arrival Policies
Please notify us within 24 hours of your scheduled appointment if you need to cancel your appointment. This will allow us to reschedule your appointment and accommodate other patients. Patients will be charged $30 for office visits that are cancelled less that 24 hours before their scheduled appointment time.

In order to continue to provide prompt attention to all of our scheduled patients, it is necessary to have a late arrival policy. Patients who arrive less than 30 minutes late will be seen only after the patients who have arrived at their scheduled appointment time. Patients who arrive more than 30 minutes late will be rescheduled to the next available time or day.

In order to honor all scheduled appointment times, we would appreciate it if you would refrain from visiting our office for any service without a previously scheduled appointment time. This is to ensure that we can provide the best possible customer service to all of our patients.

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Communicating

Talking to Your Doctor and Health Care Providers
A key to being successful when dealing with cancer is effective communication with your doctors, nurses and other medical staff to get the information you want and the health care support you need. Your doctor and our staff are specialists in cancer, the fight against it, and all the emotions that come with it. We strongly encourage our patients to ask questions and to take an active role in their treatment process.

Tips for talking to Your Doctor
You may not remember everything you want to ask your doctor. You may find it helpful to write down questions prior to your appointment. When you do get answers to your questions, write them down, too. That way, when you go home, you won’t forget and you will be better equipped to answer questions that your family may have. Keep track of how you are feeling and any changes you notice so you can inform your doctor. By staying organized, you are helping yourself remain in control of your illness. Your doctor will be there for you, but needs your help. Seek out the person, or people, you feel most comfortable with to get the information and level of comfort you need. Remember that your family and friends are there for you and want to help you.

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