Frequently Asked Questions

EMERGENCIES
If you have an emergency such as sudden onset of severe chest pain, shortness of breath, severe bleeding, or loss of use of any extremity, call 911 or go to the nearest emergency room.

Who do I call about my medical needs between appointments?Our health care professionals work in small teams. Your physician’s office is your first contact for your medical needs. When you call with a medical concern, a health care professional will speak with you directly or consult with your physician and return your call.

What hours may I call the clinic? When may I expect a return phone call?
Our phone number is (903) 877-7000. The clinics are open from 8:00 a.m. until 5:00 p.m. If your phone call is about clerical issues, our office staff will assist you. If your call requires medical judgment, your call will be referred to your health care professional’s nurse, who will return your call within 24 hours. If you are sick and need immediate assistance, you will be called back as soon as possible. A call received after 4:00 p.m. will be answered based on the situation and medical need.

May I call the clinic after 5:00 p.m.?
You may call the main hospital number, (903) 877-7777, after 5:00 p.m. Your call will be automatically connected to our answering service. The answering service contacts the covering physician, and he or she will return your call. A physician is on call after hours, holidays, and weekends to handle your urgent medical needs.

When will I receive my lab and radiology results?
Results for lab and radiology testing will be mailed within 14 working days of your lab or X-ray appointment. For any results needing immediate or urgent attention, you will be called as soon as your health care provider decides on your best plan of care.

How do I get my prescriptions refilled?
Please call your pharmacy five working days before you take your last dose of medication. Always call the pharmacy before picking up your medication to ensure your prescription has been filled. Federal law strictly controls narcotic medications. If your physician is unavailable to refill your narcotic prescription, another of our clinic physicians will review your request. Please be aware that this review may increase the time taken for the refill and lessen the quantity of medication refilled.

I use a mail-in pharmacy service for my prescription refills. What is the process for refills?
Mail-in prescriptions require additional time to process. Some mail-in pharmacy services require up to 10 working days to process refills. Please call the clinic at least three weeks before your last dose.

Who do I contact when I need to cancel or reschedule a clinic appointment?
If you need to reschedule or cancel a clinic appointment, please call (903) 877-7000 so we can reschedule a more convenient appointment time.

How long will it take my provider to complete medical forms?Please allow 10 working days for your provider to complete medical forms for such things as medical supplies and durable medical equipment. Provide the forms with a stamped, self-addressed envelope, and we will mail the form to you when it is completed. There may be a charge for processing certain documents.

How do I get copies of records and tests?
Please call (903) 877-7985. It typically takes about 10 working days to process your request.

Who do I inform if my address, phone number or insurance changes?
At the time of your appointment, you may notify the front desk personnel of any changes, or you may call (903) 877-7000, and we will update your information.