Office Policies

Emergencies

In addition to our regular office hours, our practice has coverage 24 hours a day/7 days a week. After hours, call either office to reach the answering service:
Thornton at 303-254-8500, or Westminster at 303-431-5409 There is a doctor on call each night and all weekend. If you are ever in a situation where you haven’t heard back from a doctor within 30 minutes, please call again, because the message has not reached us. During regular office hours, please call our office before going to the emergency room or hospital. We make time for patient emergencies and want to be available to help you. For emergencies that require immediate care, please call 911.

You can also direct non-emergency questions through the Follow My Health™ patient portal. They will be answered the next business day.

For Dr Rosenblum’s OB patients: you can call the hospital labor and delivery floors as well:
North Suburban Medical Center L&D 303-450-4491
St Anthony’s North L&D floor 720-627-3630

Cancellation Policy

Please call at least 24 hours before your office visit to cancel an appointment. If you are rescheduling an appointment, please let us know so that we can cancel it and open the time for another patient. You may be assessed a missed appointment fee if you cancel on the same day as your appointment, and will be charged if you miss an appointment completely. Most office procedures (biopsies, colposcopy, treadmill, endoscopy, vasectomy) are scheduled for 30 minutes or longer and will have a larger penalty applied.

Preparing for your Appointment

  • Make a list of your health questions. Ask a friend or relative for help if you need it. Put the questions that are most important to you at the top of the list. Be prepared to schedule a second visit to address other issues.
  • Make a list of other health care providers you have visited. Write down their names, addresses, phone numbers and the reasons you visited them.
  • Please bring your or your child’s most recent immunization information to the appointment.
  • Bring any documentation for Medical Power of Attorney (MPOA) to your appointment.
  • If this is your first visit to this Arbor Family Medicine:
    • Be prepared to fill out your medical history on our tablet. You will have the opportunity to check-in in advance if we have your e-mail, via a link sent to you 2-3 days before your scheduled appointment. The intial log-in takes about 20 minutes, but after that it's much much faster.
    • Bring all of your medicines, in their original containers, to your appointment. Be sure to include prescription, over-the-counter, natural and herbal medicines and vitamins.

During Your Visit

  • Ask for a visit summary before you leave the office. This is also available online if you have a Follow My Health™ portal account with us.
  • Use your own words to repeat back the things you've discussed with your provider. This way both you and your provider will know the information given to you is clear.
  • Ask how to reach the providers in the office after hours if needed.
  • Before you leave the office, be sure you know the things you need to work on before your next appointment; and be sure to schedule your next appointment before you leave.

Photo ID and Insurance Card

All patients will be required to present a valid driver's license or photo ID, their current medical insurance card and co-pay at every office visit. Patients without verifiable health insurance will be responsible for the payment for that visit.

Insurance Claims/Billing

Arbor Family Medicine participates with most major insurance carriers. As a courtesy to our patients, we will file insurance claims for those insurances with which we participate. Please remember, any amount not covered by insurance is ultimately the patient's responsibility (please see financial agreement). A list of the major insurance companies we participate with is on this website, but please contact your insurance company to confirm that we are still participating. We require that you bring your insurance card and photo ID to all visits.

Payment

Payment will be requested at the time of service for all services that are non-covered or determined to be the patient's responsibility, including co-payments. Payment may be made by cash, check, Mastercard, Visa or American Express. You may also pay your bill online through this website (click Pay Now button) or through our patient portal, Follow My Health™. Our fees are comparable to the usual and customary fees charged by other family medicine physicians in this area. If you have a question regarding insurance, billing or our fees, please call our billing office, CHMB, at 1-844-821-8077.

Arrival Time

Please arrive 15 minutes before your appointment time so we can verify your insurance and update paperwork, if necessary. The initial visit takes some additional time because of the new electronic agreements. You will have the opportunity to check-in in advance if we have your e-mail, via a link sent to you 2-3 days before your scheduled appointment. The intial log-in takes about 20 minutes, but after that it's much much faster.

Appointment Length

Appointments are officially either 15 minutes or 30 minutes, which is what the insurance will cover. We meet with patients longer if needed. We take your health seriously and health can be complex. As such, we like to limit appointments to discussions of one or two issues in order to adequately cover each issue.

Waiting Times

We’re sorry if you ever have to wait! We consider your time just as important as ours, so we try hard to get scheduling right. We do find that at least one contribution to increased wait times is when patients bring multiple health issues to an office visit. Please try to limit your visit to the most pressing issues, and schedule a second appointment for additional concerns. All of that being said, we never truly know what patient needs will be or what emergencies may arise. And we need your help! If everyone arrives on time and is prepared for their appointment, It makes it run more smoothly for everyone else. Thanks!

What Insurance Covers

We understand medical insurance can be complicated. We deal with a number of insurance carriers with ever-changing policies. Insurance companies now separate a wellness exam and a problem-solving visit. Most insurance companies won’t pay us to do both during the same visit. Further, a wellness exam alone is really involved. We need to review your specific medical history, including past diagnoses, lab tests, preventative tests, drug doses, and more. We see how you are currently doing, then diagnose for the upcoming year and how we will approach each issue. Once we see the big picture, we’ll schedule a problem-solving visit to discuss one or more issues in detail, then try an approach, such as writing a prescription.

Communication with Doctors and PAs

The best way to communicate with our medical staff outside of appointments is through our online patient portal, Follow My Health™. You can directly send a secure message to specific doctors and PAs. Portal messages should be answered within 1 business day. Messages sent after hours should be answered before the end of the next business day. Please don't send a second portal message or question before the first is answered. You can always leave a voicemail for your provider's medical assistant, who will get back to you. To diagnose or address a specific issue, we generally need you to make an appointment so you can have our full attention.

Refill Policy

The issue of "medication refills" is often a sensitive one for patients. When people visit the office for a medication refill, it's really a follow-up on the medical condition, and intended with our patient's best interest in mind. A prescription medication is one that has the potential for complications and we believe the prescriber has a responsibility to supervise the patient. As such, we ask that you schedule an appointment to have your prescriptions filled. In some cases, we deem there to be too much risk to approve refills without seeing you first. This can even be true of maintenance medicine.
At your scheduled office visit, the provider will discuss appropriate monitoring intervals for your medications, and will make sure you have enough refills until the next planned office visit.
When your medicine bottle shows: "No refills remain" or "Contact your physician for a refill," these should serve as a reminder that you need to come in and be seen.
Some medications are best monitored with laboratory testing in addition to an office visit. These include cholesterol lowering medication, blood pressure and diabetes medication, and thyroid supplements. If you think you may need lab work prior to the office visit, have it drawn at least 48 hours before the appointment so that we can use the appointment time more efficiently.
Please bring either a printed list of your medication or the medicine bottles themselves to your appointment.
Coumadin Policy -
Patients on Coumadin or warfarin are seen for monitoring at least once a month for prothrombin time (PT, Protime) blood test. Please schedule a regular office visit with a provider to address any other medical problems. We can perform a Protime during those visits, as well.