Patient phone calls during working hours are handled by our business or clinical staff whenever possible. If we are unable to answer your questions, your call will be returned as soon as the doctor can be consulted. Please remember to give our receptionist the number where you may be reached. If you have a question regarding a specific policy or service, please ask for the appropriate person such as the insurance specialist, surgery scheduler or practice manager. We feel it is to our mutual benefit to explain everything to you regarding your condition and treatment.
Scheduling is done to keep waiting to a minimum. A sincere attempt is made to adhere to the schedule. To help keep wait times to a minimum if you are 15 or more minutes late for your appointment you will be asked to reschedule. To plan our patients plan their schedule, please understand that an initial or complete examination takes up to 1 ½ -2 hours.
To decrease the amount of time prior to your appointment, we recommend that you complete the new patient information forms (see patient information page) and bring them with you on the day of your exam.
When an emergency arises outside of regular office hours, please call our office number as listed. Our physicians, along with the other qualified ophthalmologists in Kalamazoo, share a twenty-four hour, seven days a week emergency service.
Cancellation of Appointments
If you cannot keep your appointment, please give 24 hours' notice to our office. This courtesy makes it possible to give an appointment to another patient in need of eye care. In the event of a cancellation, a standby list is available for the benefit of those desiring an earlier appointment. To cancel your appointment at our office please call 269-343-1684. A $25 charge may be charged to your accountfor an appointment not canceled in advance.
Payment of copays and noncovered services is required for office visits at the time of service unless other arrangements are made in advance. We wish to stress that the responsibility for payment of fees is the direct obligation of the patient or family regardless of insurance coverage. Prompt payment of your account will assist us in keeping costs down. Receipts will be supplied for payments made in the office.
We recognize the need for understanding between patient and doctor regarding financial arrangements for medical or surgical care. An estimate of the charge for any service or surgery will be given upon request.
Types of Services
- Eye Exams/Glasses/Contact Lenses
- Cataract/Implant Surgery
- Diabetic Eye Care
- Pediatric Eye Care
- Muscle Surgery
- Eyelid Surgery
- Tearing Problems
- Eye Emergencies
Our doctors are participating providers for most major medical insurance plans. We do not participate in vision plans. If you are uncertain whether we participate with your individual medical plan, it is your responsibility to contact your carrier. As a courtesy we will bill your medical insurance plans. We also expect you to secure any necessary authorization or precertification and see that they are in our office by your appointment time. Other than emergencies, there is no exception to this requirement. You will be responsible for deductible, co-payment and non-covered benefits at the time of service.
The Examination and Treatment
When it is time for your examination, a technician will ask questions about your past medical history and details about your present problem. Your vision will be checked as well as the prescription of the glasses you are wearing. Please bring your glasses, contact lenses,contact case,solution, eye drops and a list of current medications. You may get drops to dilate the pupils of your eyes. The doctor will then complete your eye examination and discuss the findings with you. Dilation of your pupils may make you sensitive to light and make it difficult to see things well at close range. For some individuals, it may be unsafe to drive following dilation. As a result, we advise that you consider having someone else drive after your exam if it includes dilation. We have sunglasses for your comfort following dilation.
Your eyes will remain dilated for about 3-4 hours and even longer. This will depend upon the types of drops used during your examination.
There are many optical outlets available in the region to fill your glasses prescription. For your consumer protection and assurance of quality and value, we are pleased to have Hiemstra Optical here to fill your glasses prescription. They are located next to our main waiting room. Their phone number is (269) 342-1405.
The doctor-patient relationship is a privileged one. All information given is confidential. No information regarding your condition will be given to your employer, friends, or relatives without your written permission, except as required by law. For this reason we do not give out information about a patient to a third party with out written permission from the patient. See our Paragon Health, PC, Health Insurance Portability and Accountability Act of 1996 (HIPAA), Notice of Health Information Practices.
Our office has experienced an ever growing number of last minute requests for prescription refills by phone, fax and/or US mail. This places additional burden on our staff to respond to the requests. As a result, we ask patients to please check their need for prescription refills during regular office hours so the chart can be reviewed. Please have the telephone number of the pharmacy available. A 24-hour turn around time should be expected or longer if the request is made outside normal business hours. This includes handwritten, telephone calls, or fax requests.
Patients will be responsible for picking up prescriptions instead of them being mailed and/or called in.
PLEASE DO NOT WAIT UNTIL YOU HAVE ALREADY RUN OUT OF MEDICATION BEFORE YOU CALL FOR REFILLS!
To Help You Understand us
We sincerely feel a warm, efficient and rewarding doctor-patient relationship is based on openness. We are pleased to be active participants in your health care. We encourage constructive feedback from all our patients. Our goal is to meet your needs.
Disease and Surgery of the Eye
Amy Lancaster / Practice Manager
Kalamazoo, MI 49048
Toll Free: 1-888-805-6687
Fax: 269 343-5375