Q. How do I set up/change/cancel an appointment?

To schedule an appointment, call our office at (614) 876-7330 during regular business hours. Often, same-day appointments are available.

To change or cancel an appointment, call our office at (614) 876-7330 as soon as possible so that another patient may be given the opportunity to be seen at that time.

Please note that new patients who do not show up for their first appointment will not be allowed to schedule any future appointments in our office.

A charge of $50 may be levied to patients who repeatedly fail to show up for scheduled appointments without actually attempting to cancel the appointment. We understand that extenuating circumstances occur, and we are willing to consider them. However, we cannot tolerate people wasting appointment times that other patients need, too.

Q. Do I have to pay for my visit at the time of my appointment?

If our office contracts with your insurance company, any required co-payment must be collected prior to service. You may be billed for charges that are not covered by your third-party payer.

If our office does not have a contract with your insurance company or if you are without health insurance, you will be asked for payment in full at the time of service. For patients with financial difficulties, payment plans can be arranged with our Billing Specialist on an individual basis.

Q. How much is my co-pay?

Your insurance company sets your co-payment amount, and it may be printed on your insurance card. For additional questions, please contact your insurance company for more information.

Q. What sort of payments are accepted at your office?

Cash, check, and Discover, MasterCard and Visa credit cards are accepted in our office.

Q. How do I select one of your doctors as my primary care provider?

You are free to select any of our physicians as your primary provider. We strongly encourage you stay with the same physician on a routine basis to ensure that there is continuity in your medical care. Of course, you may see another physician in our office if your physician is unavailable and you need urgent treatment.

Q. Can I leave a message for my doctor or obtain medication refills over the telephone?

When you call, please leave us a detailed voice message with your concerns clearly identified. For calls of a non-urgent nature, we will try to return your call by the end of the business day.

If it is an extremely urgent message, please let the receptionist know so that we can get someone to speak to you immediately.

If it is an emergency, please call 911.

Q. Can I obtain medication refills over the telephone?

As a rule of thumb, if you are out of your usual medications, you are probably due for a follow-up visit with your doctor. However, requests for short-term refills will usually be honored until you can be seen by your physician at an appointment, usually within the next 2 weeks.

When calling for a possible refill, please be specific about the names of the medications you need, the dosages of the medication, the pharmacy name and telephone number where you would like it called to. Please be certain to leave your full name, date of birth, and home/work telephone number(s) so we can call you back. Allow 24 hours for refills to be called into your pharmacy, and please check with the pharmacist first before calling us back to ask about the status of your medication refill.

Medications for new health problems will not be filled over the phone.

Narcotic medication refills will not be filled at night or over the weekend.

Q. Can I have X-rays or blood tests performed at your office?

X-ray services are not available in our office. Patients who require radiology services will be referred to a nearby radiology center or local hospital for the studies.

For most blood tests, we will be able to draw your specimen in our office and send it to our reference laboratories for analysis. Results are usually available within a couple of days.

Q. How can I find out the results of my tests?

Depending upon the nature of the test, results will be available in a couple of days. Urgent results will be called to you. Non-urgent results will be available electronically via Webview. Pap smear results may take as long as 2 weeks to be available.

Q. What do I do in an emergency?

If you believe you have a life-threatening or limb-threatening emergency, call 911 immediately.

Q. Who should I contact if I get sick after office hours or on the weekend?

One of our physicians is always available after-hours and on weekends and holidays. For after-hours questions of an urgent health nature, please contact the answering service at (614) 447-4442, and a physician will return your call.

For appointments, billing questions or other routine questions, please call back to the office during our usual business hours. Our staff will be able to help you at that time.

Q. How do I get referrals for tests, procedures or specialist visits?

Many insurance companies require referrals or pre-authorizations from your Primary Care Physician (PCP) before certain tests, procedures or specialty services are covered. Please give us enough notice (usually one week when possible) to be able to complete any insurance requirements you may need. Many specialists will not see you if you do not have your required referral at the time you arrive for your appointment. Referrals cannot be backdated.

Please note that a referral is actually a request for a consultation from your primary care physician to a specialist. Our physicians utilize specialists without hesitation when the need arises. Referrals are not usually authorized for problems that our physicians have not evaluated.

Q. Who do I talk to if I have billing questions?

Our office has a Billing Representative available to discuss questions regarding charges and insurance coverage of your medical treatment. Many billing inquiries can be resolved quickly with one phone call. Others are more involved and take more follow up. Feel free to discuss your questions with her. She is available to speak with you from 9:00 a.m. to 3:00 p.m. Monday through Friday.

Q. Does my insurance pay for all of my medical care?

That depends on your individual insurance policy. A small number of medical services that we provide in our office, and all cosmetic services, are typically not covered by most insurance plans. You will be notified by us, in advance, if a test, procedure or examination is thought to be at risk for non-coverage, and you will be asked to acknowledge in writing your acceptance of financial responsibility for those services.

Q. Does your office accept Medicare assignment?

Our office accepts Medicare assignment for services normally covered by Medicare. We are required to bill you directly for services that are not covered under your Medicare policy. You will be asked to sign a consent and waiver if this applies to your care.

Q. Do you really have a free candy dish at check out?

Yes, we do. We have chocolate and peppermint candy at check out should you need a little something after your visit.

Q. Is your office easily accessible for patients with physical impairments?

Our offices are located on the first floor of each building and have spacious halls, handicapped parking and wheelchair ramps available.

Q. Is your office actually owned by a hospital or insurance company?


Hilliard Family Medicine, Inc.

  • Hilliard Family Medicine, Inc. - 3958 Leap Rd., Suite 101, Hilliard, OH 43026 Phone: 614-876-7330

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