Frequently Asked Questions
- Are you accepting new patients?
- Do you treat children?
- Can you see my entire family?
- How do I get an appointment?
- What insurance companies do you accept?
- Do you participate with Medicare and Medicaid?
- How do I get a referral?
- How do I get a form completed?
- I need to have some lab tests. What do I do?
- How do I fast for lab work?
- What are your billing procedures?
- Directions – how do I get to Lifecare?
- How do I get a refill of my medications?
- How do I make a complaint, suggestion, or compliment?
- How do I get my medical records transferred or copied?
- What do I do if I need medical help after hours?
- What is the HIPAA Privacy Rule?
Q. Are you accepting new patients?
A. Lifecare’s physicians are accepting new patients. We accept most major insurers. Please call the office to find out if we participate with your insurance.
Q. Do you treat children?
A. Yes, we treat children of all ages. Many people don't realize that family physicians, PA's, and NP’s are well trained to care for children - from newborn to adolescents. The Academy of Family Practice and the Academy of Pediatrics follow the same developmental screening and immunization guidelines.
Q. Can you see my entire family?
A. Our Family physicians, nurse practitioners, and physician assistant are uniquely trained to care for the entire family. Consider allowing us to care for your entire family - from newborn up to any age. If you have any questions, please feel free to discuss them with us. If you do not have children, we have a competent staff of internal medicine specialists who care for only adult patients.
Q. How do I get an appointment?
A. To schedule an appointment, please call our office at 315-539-9229 and you will be connected to our appointment center. Our appointment staff is available from 8:00 a.m. until 4:45 p.m.. On Thursday mornings, the appointment center opens at 9:00 a.m.. Patient call volume is highest between the hours of 8:30 a.m. and 10:00 a.m., so you may find your calls handled quicker after 10 each morning. We suggest you try calling after 10 a.m. for non-emergent issues.
Q. What insurance companies do you accept?
A. We accept most major insurance plans including: Medicare, United Healthcare, Blue Cross Blue Shield, Aetna, Preferred Care, and many others. As a courtesy to you, we will bill your insurance company. If your insurance does not settle within 60 days or denies your claim, you are responsible for payment in full. Further questions should be directed to our billing department at 1-877-775-2455.
Q. Do you participate with Medicare & Medicaid?
A. Our office participates with Medicare and Medicaid although currently we are not taking any new Medicaid patients. Current patients that become eligible for Medicaid will automatically be accepted. Please be sure to let our staff at the front desk know about any changes in your insurance.
Q. How do I get a referral?
A. If it is determined that you need to see a specialist and your insurance requires a referral, please contact our referral department at 315-539-3472 or use this convenient link to our online referral request form. Our staff will take the required information and complete the referral. The normal turnaround time for a referral request is 48 hours. If a special pre-certification is necessary, it may take some extra time. Our referral staff will notify all patients when a referral has been completed with any special instructions.
Q. How do I get a form completed?
A. Any form requiring completion by our healthcare providers can either be mailed or dropped off at our Medical Records department. Records staff will obtain the necessary information for the form and refer the document to the appropriate provider for his/her review and signature. The form will then be processed as you have requested. There is a nominal fee for form completion.
Q. I need to have some lab tests. What do I do?
A. Many lab tests can be performed at the time of your visit. Lifecare Diagnostics, Inc. maintains a highly complex laboratory and can perform many tests on-site. The laboratory provides services for both Lifecare patients and any lab work ordered by outside physicians or specialists. Typically, you will receive the results of your test within 7 days.
Q. How do I fast for lab work?
A. Patients that are visiting the laboratory for fasting lab work should not eat any food 10-12 hours prior to their appointment time. We encourage all patients to drink water during that 12 hour time frame to prevent dehydration. You may take your regular medications unless otherwise instructed. If you have fainted while having your blood drawn in the past, please let the lab staff know. We can help avoid this and make you more comfortable.
Q. What are your billing procedures?
A. We ask all patients to come to our office prepared to show their current insurance ID card and to make any co-payments at the time of service. While we make every effort to keep up with the billing requirements of each insurance plan, we encourage all patients to know and understand their insurance coverage. We will file all primary and secondary insurance claims for our patients.
Patient statements are sent once a month. These statements indicate any payments made on the account within the past month. Our statements also breakdown balances based upon the age of the bill. (i.e. how much is 60 days old, 90 days old, etc.) Currently our practice does not charge interest on outstanding balances. Co-payments not made at the time of service are subject to an additional billing fee.
We accept cash, personal check, money order, MasterCard, Visa, Discover, and American Express as payment. Please feel free to direct any billing questions you may have to our staff at 1-877-775-2455.
Q. Directions - how do I get there?
Our office is located on Balsley Road in Seneca Falls next door to the Country Max store. You may visit the Location section on our website to request a customized map.
Q. How do I get a refill of my medications?
When you need to get a refill on a medication, please call our prescription message line at 315-539-8868. This services is available 24 hours each day, seven days each week. You will be prompted for the needed information to allow us to process your refill prescription. Our usual turnaround time is 48 hours. You may also use our convenient online prescription refill request form.
Q. How do I make a complaint, suggestion or compliment?
A. We are always interested in hearing from our patients. Whether you have a suggestion, complaint or compliment, we want to hear from you. You may reach our Practice Administrator at 315-539-0237 or you can e-mail your comments through the Contact Us section on our web site.
Q. How do I get my records transferred or copied?
A. If you need to have your records copied, you must sign a release form. If you are under 18, your parent/legal guardian will need to sign for you. Once a release has been signed, the request is handled through a medical records copying service. Requests are usually honored within 7-10 days. Special arrangements can be made if an urgent situation arises. We charge a nominal fee for having records copied.
Q. What do I do if I need medical help after hours?
If you need to reach one of our providers after regular office hours, please call our office number, 315-539-9229. Our answering service will ask some pertinent questions and will then contact the provider "on-call". You will hear back from the "on-call" provider within a short time. Our usual response time is less than 15 minutes. If your call has not been returned in 30 minutes, we urge you to call again to ensure there is not an error in communications.
As with any life threatening medical emergency, we recommend you dial 911 or go to your local emergency room.to top]
In This Section
- Patient Forms
- Prescription Refill
- Referral Request
- Practice Policies
- Billing & Insurance
- Frequently Asked Questions