FREQUENTLY ASKED QUESTIONS

The easiest and best way to schedule an appointment is using our website.  In order to request an appointment online, please register as a user and complete the registration form.  This will only take a few minutes.  Please use the following instructions.

1. Click on "Create an Account".
2. Provide and submit all required information.
3. If you are an existing patient who has visited the office:
   • You know you are finished when you reach the confirmation message.
   • You are now ready to schedule appointments online.  Click on "Appointment Requests".
   • If you received a new insurance card or have a change of insurance since your last appointment, please call 817-410-9993 opt. scheduling, prior to your appointment to avoid any delays at your appointment.

If you are a new patient, you need to complete one more form.

• Please click on "Health Forms".
• Next, click on "New Patient Registration, Part 1 & Part 2".
• You know you are finished when you reach the confirmation message.
• There is no need to print out the forms.  As a courtesy, our office will print them out prior to your appointment.

We are constantly on the phone or helping patients currently in the office.  We apologize for any inconvenience.  The easiest way to communicate with our staff is to:

Call our main number at 817-410-9993

At any time during our greeting, dial the extension you are trying to reach. 

If we are busy helping other patients, please leave us a message.  We will return your call as soon as possible. 

It is our goal to return calls within 24 hours if not sooner.  For emergencies, please call 911.

In order to provide you the best level of service, please specify:

• The patient's full name
• Spelling of the last name
• Date of birth
• Phone number where we can reach you immediately to minimize phone tag
• The best time to call during our office hours

List of extensions to use with our main office line 817-410-9993:

Appointments x115

Nurse Questions for Dr. Prost's Patients x106

For Dr. Roopa's Patients x107

For PA Trang x108
For PA Krista x105

Billing Questions x109

Change of Insurance or New Insurance Card Received x115

Medical Records x115

Compliments or Complaints x109

If you are delayed more than 15 minutes, your appointment will need to be rescheduled.  

Please contact our front desk immediately if you are running late at 817-410-9993, x115, to see if there are any other appointment slots available that day close to your scheduled appointment time.  

It is possible that we may be able to reschedule you that day if there happens to be a cancellation with the same or different provider. Please leave a message if our front desk is busy checking patients in.  We apologize for any inconvenience.  Your call will be returned shortly. 

If you are unable to keep an appointment, please leave a message with Scheduling at x115 at least 24 hours in advance to avoid any cancellation fees.  By giving us 24 hours notice, you enable us to try to fill your vacant appointment slot.  We appreciate your assistance!

• If you are sick please call on the day of your appointment. 
• It is crucial that you call our office to notify us by leaving a message on x115.  If you miss appointments and do not call at all, you may be dismissed from clinic.

When you receive a new insurance card even though the policy and group numbers remain the same, it usually signals a change of insurance benefits.  So, please call our office whenever you receive a new insurance card in the mail so we can re-verify your insurance for any benefit changes. 

As a courtesy and for your protection, we will be glad to verify your benefits to ensure you are aware of any benefit changes.  We will review these changes at your next appointment.  This also allows you to avoid delays at your next appointment. 

At the time of service, you are required by your insurance contract to pay your insurance co-payment and in addition:

• Deductibles & co-insurance, if applicable

If you are unable to pay your co-pay, your appointment will have to be rescheduled.  We apologize for any inconvenience.

At the time of your visit, it is helpful if you:

• Bring your insurance card and ID.
• Arrive a little early.
• Know your primary reason for your office visit.
• Bring a list of current medications.
• Give the legible list of current medications to check-in to make a copy for your physician.

First, please request a refill at least one to two weeks before running out of your medication for your health and to avoid an urgent situation. Also, please note that there are no refills authorized after office hours.

The best way to refill your prescription is to phone in your request to your pharmacist during office hours. 

• Check with the pharmacy in 24 hours from the time they faxed our office the request to ensure your refill was authorized.  Please do not automatically assume that your prescription is ready or has been authorized.   
• Verify with your pharmacist prior to proceeding to pickup your prescription. 
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If your prescription or refill is denied, please ask your pharmacy for the reason given and proceed as directed. 

• Please note that if you missed your last followup appointment, your prescription will be denied until you reschedule another followup appointment.  We apologize for any inconvenience.

When laboratory tests are performed, you may obtain your results at your follow-up appointment or through our portal, once reviewed by the physician.

Appointments may be made with the provider of your choice.  If that provider is not available, an appointment with another member of our practice will be offered. 

Your appointment will be confirmed three to five days prior by our automated appointment system via text and email. Using our automated appointment system, you can conveniently confirm or cancel your appointment. 

Per HIPAA guidelines, a medical office, either ours or your requesting physician's, must have an original medical records release form signed by the patient. 

• HIPAA is a government privacy act that protects and maintains the confidentiality of your medical records.

Please visit our office to sign a medical records release form.  You also have the option to go to the requesting physician's office to sign a medical records release form and have them fax us the signed form. 

The following apply:

• Provide a signed records release form per HIPAA guidelines.
• Please allow 7-10 business days.
• No fee to send your medical records via FAX to another physician's office.
• If you want a hardcopy for yourself, standard medical record fees apply per the State of Texas.