Family Medicine - Orem

These Frequently Asked Questions (F.A.Q.'s) are for you. We hope they will assist you in finding the information you need. If your questions are not answered here, or you still have concerns, please feel free to contact our office. We also offer links to other websites that may be of assistance. We want your experience with our office to be as pleasant as possible. Below, we have tried to address some of the most frequently asked questions or concerns about our office. Our goal is to help you feel welcome here, and provide you excellent medical care in a friendly and timely manner.

BILLING

QUESTION: Why didn't my insurance pay?
ANSWER: Our office bills the insurance company as a courtesy to you. Please keep in mind that the contract with your insurance company is between you and the insurance. You are responsible for any balances not paid by your insurance company. If you have questions as to why they did not pay please contact your insurance. After contacting your insurance if there are steps needed by our office to help a claim be properly processed, please contact us and we will be happy to forward the needed information / documents. 

QUESTION: Why do I have to pay my co-pay?
ANSWER: Co-pays are due at check-in time. We charge a $10.00 fee for missed co-pays to help defray the cost of sending statemets to patients. Insurance is a contract between you and your insurance company. Therefore, each time you are seen by the doctor your insurance requires that you pay a co-pay.

QUESTION: Insurances We Do Not Accept
ANSWER:

• DMBA Student (Exceptions: None)
• Healthy U Mediciad (Exceptions: None)
• IHC Med / Select Value (Exceptions: None)
• Medicare (Exceptions: None)
• United Health Care (Exceptions: Established patients only)
• Medicaid: Select Access, PCN, Molina-American Family Care (Exceptions: Established patients only)

*If you question whether or not we take your insurance, it is important that you call your insurance company to verify if we are on their list of providers.

QUESTION: What are the payment options provided by the office?
ANSWER:

• We accept cash, check, money orders, debit cards, Visa and MasterCard’s.
• We offer a 20% discount to patients who don’t have insurance if the visit is paid for in full the day of service.
• We also offer payment plans in rare instances on overdue accounts.

DOCTOR

QUESTION: Why do I have to come in to be seen?
ANSWER: Treating medical illness is complex. To ensure best possible care it is important that we see you in person. We are happy to discuss previously diagnosed conditions if you are not improving, but we may request that you come back in to the office for a follow-up examination.

QUESTION: Is there a doctor I can reach when the clinic is closed?
ANSWER: For your convenience there is a doctor on call 24 hours a day. It is our policy not to fill or refill prescriptions after business hours. To reach the physician on call please dial 801-491-1459.

GENERAL

QUESTION: Why is the wait so long?
ANSWER: We understand that your time is very important. We will do our best to follow our schedule but we need your help. To help facilitate your visit with us please observe the following:

• When you call in for an appointment, please tell the receptionist all the reasons for your appointment so she can schedule the appropriate amount of time for your visit. If you have multiple medical concerns, please let us know ahead of time so we can meet all of your needs when you are here.
• Please limit your visit to the concern for which you made the appointment. A typical appointment, discussing one medical issue, is usually scheduled for 10 minutes. If you have multiple concerns, please let the receptionist know so enough time will be available for each of your concerns.
• Please arrive 10 minutes early as a courtesy to those whose appointments immediately follow yours. Having your forms completed when you arrive to your appointment will expedite the check-in process considerably and reduce wait time. For your convienence we have provided most of the necessary forms online to print and fill out before arriving. If you arrive over 15 minutes late, we may ask you to reschedule your appointment.
• If you have other family members you wish to be seen, please schedule an appointment for each of them. We maintain open appointments each day and will do our best to accomodate your same day needs. Out of courtesy to other patients, please do not ask for another family member to be seen during your appointment.

LAB RESULTS

QUESTION: Are my lab results back yet?
ANSWER: Unless a specific arrangement has been made by Dr. Berry or Lisa Hall, NP-C, your labs will be e-mailed or mailed to you within two weeks. For any specific concerns or abnormalities you will be contacted by the office so you can discuss these matters with the physician in person. 
 

POLICIES

QUESTION: What is the front desk policy?
ANSWER:

• Please arrive 10 minutes before your appointment. This will facilitate your check in and minimize your wait time.
• Your insurance requires that you pay a co-payment at each visit. It is an agreement between you and your insurance company that this co-payment be made. We collect your co-payments at the time of check-in. We charge a $10.00 fee for missed co-payments to help cover the cost of collecting late co-payments.
• Medicaid requires that you provide a current card at every visit. Unfortunately, we will not be able to see you without your current Medicaid card. If your card is not available we will be happy to help you reschedule at your earliest convenience.
• Tell the friendly front desk staff of any changes to your insurance, address, phone numbers, e-mail address, or any pertinent contact information so that we can update your files.
• If you do not have insurance, payment is due on the day of service at a discount of 20%. 

QUESTION: What is the cancellation policy?
ANSWER: Your scheduled appointment time has been reserved specifically for you. We request 24-hours notice if you need to cancel your appointment. We are aware that unforeseen events sometimes require missing an appointment. We assess a $50 missed appointment fee for appointments that are not canceled within this time. Canceling your appointment provides the opportunity for other patients to see our providers in a timely manner. 

QUESTION: What do I do if I am a new patient?
ANSWER: We look forward to getting to know you. Our goal is to have your visit to our office go as smoothly as possible. Please arrive at the office at least 10 minutes prior to your scheduled visit time.

New patients are required to fill out a number of forms. To facilitate your visit we have included the necessary forms. Please print and fill them out prior to your visit.

• Registration Form
• Health History Form
• HIPPA Consent Form

Click here to go to the new patient forms.

QUESTION: What is Cascade's prescription refill policy?
ANSWER: Our goal is to provide you the most thorough and updated care. To ensure this we request that you see our providers on a regular basis for all stable chronic medical conditions. We may request that you see your provider before your prescription is refilled. For example:

• AD(H)D - every six months (Patients must pick up this prescription in person at the office due to the controlled substance laws.)
• ALLERGIES - once a year
• ANXIETY- every six months
• ASTHMA - once a year
• BIRTH CONTROL - once a year
• DEPRESSION - every six months
• DIABETES - every six months
• HIGH BLOOD PRESSURE - once a year
• HIGH CHOLESTEROL - once a year
• INSOMNIA – every six months
• If you have refills left but are changing pharmacies please have the new pharmacy contact your old pharmacy to transfer the prescription.

Click here to go to the prescription refill request form.

QUESTION: What is the privacy policy?
ANSWER: We understand the importance of patient confidentiality and are committed to the protection of your personal health information. The following steps are taken to ensure that your information is protected.

• All personally identifying information is protected and stored on a secure server.
• All information discussed in our office is held in complete confidence.
• If you are over the age of eighteen we cannot disclose your personal information to any other party without your written consent. The only time this does not apply is if the records are being forwarded to the insurance company for purpose of payment, or to a referred doctor or specialist for continuation of care.

ABOUT CASCADE

QUESTION: How do I contact Cascade Family Medicine
ANSWER: We are always available to serve you, answer questions, or schedule an appointment during the following hours:

Monday – Friday: 8:30 am to 5 pm

If it is after hours you can reach the physician on call at 801-491-1459.

  ANSWER: At Cascade Family Medicine, we provide a wide range of services for children, adolescents, and adults. Listed below are a few of the service we can give to you and your family.

- Adult care: Male and female physical exams including premarital exams, diabetes, asthma, and hypertension.

- Adolescent Pediatric Care: We love treating children and can see them for their pediatric care from newborn up to 18 years of age. This also includes physicals for kindergarten, scouts, and sports.

- Pregnancy care: Dr. Berry enjoys delivering babies and will see you throughout your pregnancy, delivery, and baby care. Dr. Berry delivers at Utah Valley Regional Medical Center and Timpanogos Hospital.

- Acute / Urgent Care: We understand that when you and your family are sick that it is important to be treated quickly. We are able to see you on the same day for sore throats, urinary tract infections, cough, and many other urgent needs you may have.

- Skin Care: In our office we perform procedures including removal of moles, cysts, and lumps. We also treat acne, warts, and many other common skin conditions.

- Ingrown Toenail Removal

- Suture Care: We can repair bad cuts and lacerations.

- Fracture Care: Our office is equipped for casting and splinting broken bones.

- IUD Insertion: This is a form of birth control. This simple procedure can be performed by Dr. Berry and/or
Lisa Hall, NP-C here in our office.

- Vasectomies: If you are interested in this procedure please first schedule a consultation with Dr. Berry.

If you would like to schedule an appointment or have questions about the many services we can provide for you and your family, contact the receptionist at 801-802-7373.

Jump to:

• Appointments
• Cancellations
• New Patients
• Prescription Refills

APPOINTMENTS

• Please arrive 10 minutes before your appointment. This will facilitate your check in and minimize your wait time.
• Your insurance requires that you pay a co-payment at each visit. It is an agreement between you and your insurance company that this co-payment be made. We collect your co-payments at the time of check-in. We charge a $10.00 fee for missed co-payments to help cover the cost of collecting late co-payments.
• Medicaid requires that you provide a current card at every visit. Unfortunately, we will not be able to see you without your current Medicaid card. If your card is not available we will be happy to help you reschedule at your earliest convenience.
• Tell the friendly front desk staff of any changes to your insurance, address, phone numbers, e-mail address, or any pertinent contact information so that we can update your files.
• If you do not have insurance, payment is due on the day of service at a discount of 20%.

CANCELLATIONS

Your scheduled appointment time has been reserved specifically for you. We request 24-hours notice if you need to cancel your appointment. We are aware that unforeseen events sometimes require missing an appointment. We assess a $50 missed appointment fee for appointments that are not canceled within this time. Canceling your appointment provides the opportunity for other patients to see our providers in a timely manner.

NEW PATIENTS

We look forward to getting to know you. Our goal is to have your visit to our office go as smoothly as possible. Please arrive at the office at least 10 minutes prior to your scheduled visit time.

New patients are required to fill out a number of forms. To facilitate your visit we have included the necessary forms. Please print and fill them out prior to your visit.

• Registration Form
• Health History Form
• HIPPA Consent Form

Click here to go to the new patient forms.

PRESCRIPTION REFILL

Our goal is to provide you the most thorough and updated care. To ensure this we request that you see our providers on a regular basis for all stable chronic medical conditions. We may request that you see your provider before your prescription is refilled. For example:

• AD(H)D - every six months (Patients must pick up this prescription in person at the office due to the controlled substance laws.)
• ALLERGIES - once a year
• ANXIETY- every six months
• ASTHMA - once a year
• BIRTH CONTROL - once a year
• DEPRESSION - every six months
• DIABETES - every six months
• HIGH BLOOD PRESSURE - once a year
• HIGH CHOLESTEROL - once a year
• INSOMNIA – every six months

If you have refills left but are changing pharmacies please have the new pharmacy contact your old pharmacy to transfer the prescription.

Click here to go to the prescription refill request form.