Can I leave a telephone message for my Dr.?

Hayden Lake Family Physicians are here to help with finding answers to your questions. We are committed to be as helpful as possible over the telephone. Here is some explanation to guide your expectations.

Each patient is important to us, and we will attempt to answer your calls and return your phone messages as promptly as possible.

Please be aware that Hayden Lake Family Physicians are with patients all day and our providers will not leave their scheduled patients to return routine phone calls. Messages will be reviewed and answered between patient care sessions throughout the day. An assistant will then return your call. If you call for an urgent matter, we will make every effort to respond the same day. Most other calls will also receive a response the same day. Some calls, especially those received late in the day, may not be returned until the following business day.

Good medical care dictates that many issues cannot be handled over the phone, so we may advise you to schedule an office visit to discuss your concern, problem, or test result.

If you believe your concern constitutes an emergency, please dial 911. 

What should I bring to my appointment?

If you are a new patient of Hayden Lake Family Physicians, please bring identification, insurance cards, medication list, and medical records. Please plan to arrive 15 minutes prior to your scheduled time for registration. If you are an established patient please always bring your insurance cards and notify us of any changes in your insurance policy, phone, or address. Please plan to arrive 10 minutes prior to your appointment for check in.

What are my appointment options?

Hayden lake Family Physicians in Hayden is open Monday – Friday from 7:00 a.m. to 4:00 p.m. Office visits are by appointment which should be scheduled in advance. Same-day family practice appointments are usually available for urgent or sudden illness. However, we have limited number of same day appointments available every day. If there is not an appointment with your primary care physician, we will try to schedule you with another physician or one of our midlevel providers.

What is I need to cancel my appointment?

If you cannot keep your scheduled appointment, we ask that you notify us as soon as possible. You may be charged a fee if the appointment is not cancelled at least 24 hours prior to the missed appointment.

What if I have an emergency after-hours?

If you have a life-threatening emergency, you should call 9-1-1 or go immediately to the nearest emergency room. If you need to see a physician after regular office hours for urgent or emergent problems, you can be seen at Kootenai Urgent Care, which is a physician-owned urgent care facility located in Coeur d’Alene, Hayden, and Post Falls. Hayden Lake Family Physicians in the Coeur d’Alene area is not an after-hours, urgent care facility. Appointments for prescription refills and long-term illnesses should be handled during routine office hours.

What is Hayden Lake Family Physician’s medical records policy?

Once we receive a written request and authorization we will be happy to copy your records. There will be a charge and payment will need to be received before records are released.

Please allow 7 – 10 working days for your medical record release request to be processed.

What if I need a prescription refilled?

All of our family practice patients are very important to us. We would like to share some suggestions for making sure that you are able to continue your medication without interruption. If your prescription bottle says no refills, this means that it is time for you to schedule a follow-up appointment with your family doctor or NP at Hayden Lake Family Physicians. Otherwise, the quickest way to get a refill is to contact your pharmacy. Please do this at least one week before you run out of medicine in case there are any questions that your pharmacist needs to have answered by us before he or she fills the prescription. If you require a written prescription, please allow at least three working days for this to be done. Our staff will phone you and let you know as soon as your prescription is ready to be picked up.

Which Insurance companies do you bill?

We accept and bill most major insurance plans as a regular service to our patients. All we ask is that you present your insurance card at each visit so that we can verify the correct billing for your visit. You are responsible for providing us with the correct billing information.

Are you contracted with my insurance?

We are contracted with many large networks. It is best for you to contact your insurance to determine if we are a contracted provider.

What if I need to see a specialist?

You and your provider together will determine the need to see a consulting specialist. It would be very helpful for you to look over your policy to become familiar with your insurance plan and its requirements for a referral to a specialist.

When is payment expected from the patient?

We do expect payment at time of service. If we are on contract with an insurance company, we expect the patient’s portion of our fee, co-pay or deductible at the time of service. We accept cash, check, Visa and MasterCard as payment options.