> Welcome > Punctuality > House Calls > Canceled or Missed Appointment
> Delay in Seeing the Physician > Telephone Calls > After Hours Phone Calls
> Triage/Calls for Medical Concern > Prescription Refills > Test Results
> X-rays > Surgery Scheduling > Medical Records
Welcome to The Urology Team P.A. We look forward to getting to know you and providing you with the highest quality medical care and treatment. Patient Information is designed to answer your questions and facilitate your appointment. We would appreciate any feedback on information that you feel would be helpful to our patients. If a friend or relative referred you to us, we appreciate the trust they have demonstrated in us. If you were referred to us by another doctor or health care professional, you can be assured that we will work hard to live up to the confidence they have placed in us.
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Striving to stay "on time" benefits us all. It decreases stress and makes us all more efficient. Physician, office and surgical emergencies impact schedules and result in unpredictable waiting periods.
You can help by accurately and completely advising the scheduler why you are scheduling an appointment. The length of your appointment time is based on your discussion with that staff member. The schedulers operate under clearly defined guidelines. If you schedule an appointment for a routine follow-up, and then you advise the doctor that a new problem has occurred in the last week while you are in the exam room, the schedule is impacted. Feel free to call and update our scheduler if you feel you will need more time with the doctor than you originally planned. Your patience is greatly appreciated.
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Delivering appointment reminders to patients has long been a proven method for preventing no-shows. However many challenges present themselves when attempting to contact patients. Before House Calls, Urology Team staff devoted approximately 4-5 hours per day calling patients to remind them of their appointments. This time created longer than necessary holding times when patients were calling to schedule appointments. To increase efficiency and availability for patients, The Urology Team turned to automated messaging technology, specifically House Calls. Each evening between 5:30- 8:30 pm, patients will hear an automated appointment reminder message. Each morning the office picks up a report on the results of the previous evening's calls. She is able to identify appointment acceptances, hang-up's, messages left on machines, incorrect numbers etc. this information helps her decide where to focus her calls. Gradually the number of patients listening to the message and choosing an option is increasing. Success for any new program is made possible with patient cooperation. Thank you very much for your help in implementing this new system.
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Canceled or Missed Appointment
As mentioned above, there are times when we reschedule because you are running late or our physicians have been called away to an emergency. If you would notify our office in a timely manner, there would be no charge and we can use that appointment time for another patient. As a COURTESY, The Urology Team Staff make every effort to remind you of your appointment. Stating that you did not receive a reminder call does not negate your responsibility to keep or cancel your appointment. If by chance you forget your appointment and do not call to cancel within 12 hours of appointment time we can elect to charge you a missed appointment fee. If you miss multiple scheduled appointments without notice, The Urology Team may elect to release you from the practice.
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Sometimes for reasons beyond our control, the physician may run behind schedule. We make every effort to maintain our schedule and minimize any inconvenience to you. However, emergencies do occur and people do not get ill on schedule. When delays are unavoidable, we ask for your understanding. If necessary we will gladly reschedule you or ask if you would like to be seen by another qualified practitioner.
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The Urology Team has a two tier phone system. The first tier occurs when our staff answers phone calls. They will assist you with your questions and transfer the call where needed. At times we experience a high volume of phone calls and our automated system becomes activated to assist you. The auto attendant will list all the categories available for your selection. If you are not sure what to select, please wait you will automatically be transferred to the receptionist.
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We can be reached through the Medical Exchange at 512-458-1121 during lunch, after hours, weekends and holidays. In the event of a LIFE THREATENING EMERGENCY PLEASE CALL 911. The emergency room personnel will contact us on your request. The physicians that practice at the Urology Team rotate on-call responsibilities. The physician on call will inform your physician about care rendered.
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Triage/Calls for Medical Concern
Triage Department is available M-F, 8:00AM to 12 and 1:00PM to 4:30PM
All patients are encouraged to call the office with any questions they may have related to their medical care. When calling, please be prepared to give the following information: name, date of birth, your physician, a brief description of what you are calling about and the best time and where to return your phone call. Many times the Triage Department cannot answer your phone call without your medical records. Your medical record will be obtained, your questions discussed with the MD and your call returned. Every effort is made to return your call within 24 hours of receipt. At this time we handle all medical questions by phone.
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Prescription refills, WHICH INCLUDE NARCOTIC REFILLS, are provided during office hours only. If you are currently taking a medication and need a refill please call the pharmacy directly. They will fax your request to our office. As you are taking your medication please pay attention to the amount left in the bottle, especially close to weekends or the holidays. The Urology Team needs at least 48 hours to follow through with your refill request.
If you need to talk to the nurse or reach the prescriptive refill voice mail box before you have the medication refilled please have all pertinent information needed. The nurse will need:
Patient Name
Date of Birth
Name of medication
Prescription number on the bottle
Pharmacy
Phone number
If you have not seen the physician during the last six months, you will be instructed if you need to schedule a follow-up appointment in the office prior to any refills.
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Depending on the laboratory and or type of test you have performed, it takes anywhere from a few hours to weeks for our office to receive results by fax or phone. When calling it is very helpful if you provide us with the following information:
Patient Name
Date of Birth
Name of test
Where the test was performed
The date the test was performed
The name of the doctor who ordered the test
Once the clinical staff receives the results, they will be forwarded to the appropriate physician and you will then be notified. Our doctors are not always able to return calls as quickly as they would like. They determine priority, and results cannot be released until THE DOCTOR reviews them. The Urology team physicians prefer to review most test results with you in the office. The process will vary with each MD. When labs are required you will be given specific instructions for obtaining the results.
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If you have been referred to The Urology Team by another physician and have x-rays or scans elsewhere, please pick them up and bring them to our office at or before your appointment. This will prevent duplication of services and more importantly you will be able to be seen by the physician. At Urology Team, and as specialist, any x-rays that you have are important to our physicians meeting your health care needs.
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Two departments perform scheduling at The Urology Team. The front desk schedules routine appointments, which include new patient, return patients and vasectomies. If you are scheduling this type of visit please ask for the front desk.
The surgery-scheduling department schedules you for procedures that are often done outside the clinic. These patients are taken to surgery scheduling with specific instructions from the MD. The Surgery scheduler coordinates your surgery needs taking into consideration, surgery type, facility, insurance and the time available for the surgery. If surgery is necessary, our procedure schedulers will be available to assist you with pre-authorization, schedule pre-op testing and answer any questions you may have. Please note that according to the insurance company pre-authorization or certification of a procedure does not ensure payment.
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Medical records are the personal property of The Urology Team P.A. Because we adhere to strict confidentiality issues, we must receive an original signature and a copy of your driver's license to release records to you directly. Your written request must include the following:
Patients full legal name
Date of Birth
Social Security number
Physician's full name
Complete address and phone number
There is no charge for Medical Record requests that are sent directly to another physician's office or medical institution. There is a $ 25.00 charge for the first 20 pages and a $ 0.15 charge for each additional page thereafter. There is also a reasonable fee for the actual cost of mailing, shipping, or delivery. There is no charge for a 1-2 page request. The payment must accompany the request. All requests are completed within 15 days of receipt of request. For your convenience we have provided the release form to be completed prior to your arrival. You can download and print the form from this website, following the instructions below. To read the forms, you must have the free Adobe Acrobat Reader. To download the Adobe Acrobat Reader, click here.
If you do not have a way to print our form at home, you may request a copy by calling our office. We would be happy to fax or mail them to you.
Medical Release Form (.pdf 16k)
You must have Adobe Reader to view this file.
Download, print, complete and bring to our office.
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