Frequently Asked Questions
As a parent/guardian, what can I do to come prepared for each of my clinic visits?
- Write down questions for your provider and bring a pen/paper to take notes during your clinic visit.
- Bring a complete list of medications, including any over the counter medications.
- Bring a copy of your child’s shot record.
- Bring a copy of any recent hospital, emergency room, or urgent care visits (and labs or x-rays completed).
- Bring any Durable Medical Equipment requests, medication refill needs, and referral requests.
- Bring in a list of any other providers with their contact information.
- Update your contact information: phone numbers, addresses, insurance (have ID and insurance card available).
- If needed, request excusal notes from the front registration desk in our clinic before you leave.
What information is needed when I leave a message on the Clinical Message telephone line?
- Your child’s first and last name (with the correct spelling) and their date of birth.
- Your name, relationship to the child, telephone number, and the best time to reach you.
- Your GI provider’s name and a detailed summary of your concern or need.
Note: A member of our nursing team will call you back within 24 hours.
If I need to call the office with a question, when is the best time?
- The Gen Peds, Adolescent, Gender Management, Gynecology, and Bill Holt Pediatric HIV clinics can be reached Monday through Friday from 8 am-5 pm. Phone calls are answered according to medical urgency.
- To reach the clinical team, please follow the instructions on each clinic’s designated phone line.
- Or you can sign up for Follow My Health (Patient Portal) and send a message electronically. Call 602-933-9300 for more information regarding the patient portal.
- If calling the General Pediatric Clinic after hours at 602-933-0945, you may leave a message on the nurse line (option #3) or if urgent, you may remain on the line to reach Valley Pediatric Triage.
My child needs blood work drawn today. Where do I go to get labs drawn?
- You may use our Sonora Quest Lab “draw station”, located on the 2nd floor near the patient elevators.
- Or you may select a lab company in the community near your home to have blood work drawn.
- Consult your insurance provider to choose a lab company that is covered under your plan.
Note: Please bring your printed paperwork to the lab for bloodwork to be completed
My child had labs drawn today. When will we get the results?
- Lab results can take from 1 day to 2 weeks to reach our office.
- The provider who ordered the labs will review the results and make a plan of care, if necessary.
- A member of our staff will follow-up with you on your results and next steps.
- If we are unable to reach you via phone, we will mail your results and next steps.
- Some lab results may be available on Follow my Health (Patient Portal). If you need to register for a Patient Portal, please contact us at (602) 933-9300 to receive an invitation via email.
The doctor ordered a radiology exam today. When will this get done?
- Urgent radiology exams may be performed the same day as your clinic visit. Non-urgent testing will be authorized by your insurance prior to being scheduled (Note: This can take up to 14 days).
- If the radiology test is ordered for today, you will be sent directly to PCH Radiology Department, which is located on the 1st Floor, south of the Gift Shop.
- Please call Radiology scheduling (602-933-1215) if they have not called you after 2 weeks.
How do I schedule my child’s follow up clinic visit?
- Your physician will give you an End of Visit summary that states when your next appointment is needed.
- If you would like to call yourself to schedule an appointment, please call our clinic 602-933-0945 and choose option #2 for “Scheduling”.
- If you need to reschedule a missed appointment, please call ASAP as our appointment slots fill up quickly.
How do I get school forms, such as Chronic Health Condition, Home Bound Services or 504 Plan, camp forms, Family Medical Leave forms, adoption forms, guardianship paperwork, etc., completed by my Provider?
- Obtain a copy of the form from your school, employer, or agency.
- Complete as much of the document as possible and sign the parent section of the form. You may bring the paperwork with you to your next clinic visit or fax it to 602-933-4263.
- Please allow up to 2 weeks for us to complete/sign requested forms.
- Please include how/where we can return forms.
What do I need to do if I have a question about my child’s home health supplies?
- If you have a question about a new home health formula or supply order, please call the clinic.
- If you have a question about a current home health order that may need refills or updated orders:
Please call your home health provider and request that they fax a refill request to 602-933-4263.
- DME Requests: If DME items are needed (i.e. wheelchair, strollers, walkers, etc.), please provide us with a letter from your physical or occupational therapist requesting a specific piece of equipment. Once we have the letter from your therapist, we will then fill out the necessary paperwork.
Please allow 1-2 weeks (after the letter is received) for us to submit the order to the appropriate home health company. We will notify you once the order has been submitted and where we sent the order. We then suggest that you call the company the order was sent to, 1-2 weeks after the order was submitted. If the home health company reports that they did not receive the order, please alert us and we can resend the request. It has been our experience that multiple calls are needed to follow up on equipment ordered and it's likely that if you make these phone calls as well, it will ensure a more timely delivery.
What do I do if my child’s prescription needs to be refilled or I run out of medication?
- Call your Pharmacy. Your Pharmacy will know if you have refills and can guide you through the process.
- Call at least one week before your medication is needed to ensure your medication arrives on time.
- Your Pharmacy will need the following information:
- Your child's name/date of birth
- Name and strength of medication
- Rx number on the bottle
- Most prescriptions are sent electronically to your pharmacy by our clinic.
- Please allow 2-3 working days for expired refills to be sent from our office to your Pharmacy. In some cases, insurance authorization may take longer before medications will be approved and filled.
- If your child has missed their last appointment, a clinic visit may be required before a prescription refill can be authorized. Call our office and choose option #2 to reschedule your appointment.
What if my insurance company does not cover the medication the physician prescribed or they require a prior authorization?
- Ask your pharmacist to fax to our office the prior authorization request to 602-933-4263.
- This request will be completed and faxed to your insurance company within 1-3 business days. Your insurance company can take up to 2 weeks to authorize or deny the request before your pharmacy can fill the medicine.
- If a medication is not covered at all, your Physician may be able to prescribe a different medication that is covered by your insurance plan. If an alternate is not available, in some cases, you may need to buy the over-the-counter version of the medication, as directed by your Physician.