Office Policies

Appointments – Hartford/Rocky Hill/Avon/Suffield

You may call our main office at (860) 728-6740 to make an appointment with any of our physicians for any of our locations. We try to see patients in a timely manner to minimize any inconvenience to our customers.  Unfortunately, the practice of orthopedic surgery involves the care of many emergency situations.  When these situations arise, unexpectedly, your appointment may need to be rescheduled.  We apologize in advance if this happens to your scheduled appointment.

At times, there may be unavoidable delays in the timeliness of your appointment, though we make every attempt to avoid this occurrence, each patient is treated equally and is provided the appropriate time to treat their individual condition. We hope that you understand and have patience; however, we realize that you have other commitments, if this is the case and your appointment is delayed and you prefer not to wait, we will be happy reschedule your appointment.

If you are coming for an appointment for yourself and you are the parent of a small child, we ask that you try to avoid bringing them with you for your visit.  Discussing your health issues, performing an appropriate physical exam, and/or obtaining x-rays are often difficult with small children present.  You may also want to consider bringing another responsible adult who can watch your children while you are with the physician.

Appointments – Enfield

Call our Enfield office at (860) 253-0276 to make an appointment with our physicians for this location.

We appreciate every effort on your part to remember your appointment, however; as a courtesy to our patients, our offices provide a reminder to call one day prior to your appointment.

* Please see the parking information on the Practice Information page so that you arrive to your appointment on time.

Filling Out Information Forms Before Your Appointment

To accept a new patient, we must collect a significant amount of information from you.  You will be asked to fill out forms pertaining to personal identification, insurance, and your medical history.  We apologize for the inconvenience, but this information is necessary for your medical evaluation and our billing process.  We will mail or fax these forms to you ahead of time, or you can simply use this website to download the appropriate forms for your physician, so you can have them completed when you arrive for your appointment.

Cancellations

If your appointment needs to be cancelled with one of our physicians, 24 hours notice must be provided; however, if this is not possible, please give as much notice as possible. Early cancellations give other patients the opportunity to utilize that available time slot. Appointments can be cancelled by calling (860) 728-6740 or (860) 253-0276. At the time of the cancellation, one of our staff members will reschedule the appointment.

Collections

No account will be turned over to collection with out first being reviewed by the treating physician. The following criteria are used for sending an account to collection:

  • The patient’s check is returned by the bank and no effort is made to replace it after 10 days.
  • More than 90 days and three billing cycles have lapsed without payment.
  • Attempts have been made to collect by the billing personnel without success.
  • The patient has failed to follow through with agreed-upon financial arrangements.
  • The account is submitted to a collection agency after your physician’s approval is obtained.
  • A letter is sent to the patient notifying him/her that the account has been forwarded to an outside collection agency and that the practice will be available to him or her for emergencies but with cash payment.
  • The account is transferred to collections and placed in the collection status.
  • A note is made in the medical record and patient account that the chart is in suspended status.

Returned Check Policy

All returned checks will have a processing fee of $50.

When a check is returned, a letter is sent to the patient notifying him/her that the account has been forwarded to collection and that the practice will be available to him/her for emergencies but with cash payment. The account is transferred to collections and placed in the collection status. A note will be made in the account that the specific check payment has been returned and the account is charged with the returned-check processing fee.

The patient is contacted and notified that he/she has 72 hours to present at the office with the cash, money order, certified check, or credit card; otherwise the check will be forwarded to the state’s worthless check/fraud unit. The patient is informed when he/she makes payment that the office will no longer accept a personal check as payment.

Prescription Refills

Medication questions and requests for additional medication from our patients are important issues that are taken very seriously by our physicians and staff. Please consider the following policies so that we may better serve you.

Calls for prescription refills should always be made during office hours. This will allow our staff to arrange for reasonable refills to be processed.  Requests for prescription refills generally require 48 hours so please make appropriate arrangements.

When calling our prescription line, please have your pharmacy number available.  Our staff will not call in any prescription refill without first consulting with one of our physicians for approval.  Absolutely no medication refills will be called in on the weekends or after business hours.

Medications will not be refilled if a patient continues to miss scheduled appointments. All patients must be seen by their physician a minimum of every 60 days to continue to receive narcotic medications. If you have had surgery and have problems with the medication you were given immediately after your surgery or are experiencing nausea uncontrolled by over the counter medication please call our office at (860) 728-6740. Your questions will be addressed at that time.

Request for Medical Records Release

If you need to pick up a copy of your medical records or you need to have your medical records mailed or faxed to another physician, please complete our Authorization to Disclose & Transfer Protected Health Information Form (.pdf). (You need Adobe Reader to open .pdf files. If you don’t have Adobe Reader, you can download it for free at the bottom of this page.) Upon completion, you will need to hand-deliver, mail or fax the form to our Hartford office. It takes approximately 5-7 business days to complete this request. Please note that all films performed by Greater Hartford Orthopedic Group are considered a part of your medical record. The films are the property of Greater Hartford Orthopedic Group and are to be maintained by this practice WITHOUT EXCEPTION. It is our policy to LOAN ONLY the most recent x-ray films to the patient or a physician on the patient’s behalf with the full understanding that it is the patient’s responsibility to return the loaned films to Greater Hartford Orthopedic Group within 30 days from the date the films were checked out of our office.

If the patient wishes to keep a copy of his/her films or requires them to be on LOAN more than 30 days, then the patient must pay for copies to be made by our office. The fee for this service is $5.00 per sheet of film. We will strive to provide copies in a timely manner, however, please allow at least 48 hours for us to satisfy your copy requests.

We are sorry for any inconvenience these policies may cause, but due to changes in the law and the HIPAA privacy laws (.pdf), these policies have become necessary.

Get Adobe Reader The forms above are in .pdf format — you need Adobe Reader to open it. If you do not have Adobe Reader, please click the image to download it for free.