Primary Care FAQs

Frequently Asked Questions by Patients of Pacific Family Practice

How do I make an appointment?

Patients can make an appointment online or by calling our office at (415) 876-5762.

I need to make a doctor’s appointment, how soon can I get an one?

If you have an urgent care situation a provider will see you on the same day based on the severity of your symptoms. Non-urgent appointments can generally be scheduled within 1-2 days. Routine physical examinations and annual check-ups are generally scheduled within 2-3 weeks.

What if I need care outside of regular office hours?

If you are experiencing a life threatening emergency, please call 911 or go to the nearest emergency room. If you need to be seen in the evening hours or Saturdays our office has extended hours for all our patients, and any other patients that have no Primary Care Physician or their PCP is with a different office.

Patients who need care outside of these hours should call our office number (415) 876-5762, and will be directed to the doctor on call. Patients can also call our 24-hour nurses line at (415) 896-6666 for any question or concern you have about an urgent/after hours medical need.

*Please note the doctor on call is not able to prescribe or refill narcotic medications.

What do I do when I need a refill of my medications?

Please contact your pharmacy, even if the prescription does not indicate refills. The pharmacy will do an online or faxed refill request to the doctor. Please allow 24 to 48 hours for a refill.

Do I need a referral to see a specialist?

If you have an HMO plan with Brown & Toland Medical Group, you must request a referral from us prior to seeing a specialist. The only exceptions to this requirement are for podiatry, ophthalmology, and obstetrics/gynecology - these specialists do not require a referral from us. You should only see the specialist directly if we are unable to treat your specific health concern. Other plans may require that you obtain a referral from us before seeing a specialist. Please check your plan booklet.

How do I get lab/x-ray results?

Patients can login to our patient portal to access all of their chart including results. You can also call our office for results. Additionally, we also send out “portal messages”, or letters through the mail with results if patients are not signed up for the patient portal.

How do I pay my bill?

Depending on your health plan, there may be a co-pay, which must be paid at the time of service. If you fail to pay your co-payment at the time of service you will be billed $15 per statement billing fee. If you have a deductible or percentage co-insurance we will bill you after your insurance has processed the claim. Payment is expected within 30 days of your statement. We accept cash, checks, VISA and MasterCard.

How do I transfer my medical records?

Patients must complete a Records Release Authorization. This form can be mailed or faxed to whomever the records are being requested from.

What do I do when I need to cancel or reschedule?

There is a $25 fee for not keeping your appointment, or cancelling your appointment less than 24 hours in advance.

What is a Nurse Practitioner/FNP or Physicians Assistant (PA)?

Nurse Practitioner and Physicians Assistants work as a team with the physicians, consulting with them regularly regarding your care. Both are mid-level practitioners who have had extensive medical training which enable them to evaluate, diagnose, treat, order tests and prescribe medication.

The FNPs and PAs can perform complete physical exams, and minor office procedures such as biopsies, wart treatments and PAP exams.

Experience what a family practice should be: Make an Appointment Today!