FAQs

Helpful information to make your time with us even better!

What are IHC’s office hours?


Clinic hours are Monday - Friday 8:00 a.m. - 5:00 p.m. When the office is closed, your phone calls will be forwarded to Scully.




How do I schedule or reschedule an appointment?


If you are a new patient, please contact our office at 903-630-5595. We offer many options for same day appointments.

For returning patients, we have two options for scheduling appointments.

1. You can log into your OnPatient account to schedule an appointment online, or

2. You may call our office at 903-630-5595.




What can I expect as a New Patient?


We ask that new patients arrive 10 minutes before scheduled appointment time to complete your paperwork. Please make sure to bring your insurance card with you. Our staff will ask you to fill out patient registration, health history, and HIPPA forms. In advance of your appointment, you can access these forms here.




What can I expect as a Returning Patient?


We as that you arrive 5 minutes prior to your scheduled appointment. At your return visit, our staff will confirm your name, address, telephone numbers, email address, and your insurance information to ensure our records have your most current information.




What do I need to bring to my appointment?


Please bring all medications you are currently taking, your insurance card or copy of your card, and the payment for your co-pay. If your insurance requires a co-pay/deductible, please be prepared to pay that at the time of your visit. In addition, it is helpful to write down a list of questions for your clinician so that we can ensure all of your questions are answered in the exam room.




What happens if I forget to bring money for my copay?


Payments are due at the time of your visit.




What is IHC’s Cancellation Policy?


Someone else could use your appointment, so please be considerate and cancel your appointment 24 hours in advance if you know you cannot make it. We want to make sure we are able to re-schedule you as soon as possible.




How do I get a refill on my prescription?


We ask that you contact your pharmacy before your medication runs out to request a refill. We have to review your medical records before prescribing or refilling any medications. Please note that any new medications may require a patient visit and all controlled substances require a visit every three months. Any new prescriptions or refills can take up to 72-hours to complete. Please always be sure to call your pharmacy before your medication runs out.




When will I get my lab tests/ X-ray results?


Common laboratory tests results are normally available in 2-3 days. X-ray results are usually available within a few hours. You can also log onto your OnPatient account to view some of your medical chart, such as: labs, medication, immunization, etc. No child under the age of 18 has access to the OnPatient portal. Additionally, your clinician will call you will all lab results.




What if my clinician orders advance imaging such as CT, MRI or Nuclear Studies?


If you need to schedule an MRI, Nuclear Study or CT please allow our office 5-7 business days to obtain authorization from your insurance company. Insurance Companies require medical records from your clinician and are reviewed by the Insurance Company’s medical staff before an authorization is obtained.




What if I need a referral?


Referrals will be made during your office visit. If you need a referral outside of your office visit, please contact our office to see if you need to schedule an appointment. Your insurance company may require that your PCP has seen you prior to the referral being issued.




Who can help me with a bill that I received?


Our billing department is available to help you. Our billing staff is accessible to you on Monday and Friday from 10:00 a.m. - 5:00 p.m.




Will my insurance cover the services?


Each insurance plan is very different; therefore, we recommend that you contact your insurance plan to determine if the anticipated services are a benefit of your individual plan. We are only able to provide quotes for the office visit portion of your visit. If the services are not covered, we can work with you to develop a payment plan.




If I don’t have insurance, do you have self-pay options?


Yes! Our priority is to help all patients, including those that do not have insurance. If you would like to have an appointment and you currently do not have insurance, please contact our office at: 903-630-5595 for our cash pricing.




What is OnPatient?


The Onpatient portal is your patient app to access your IHC medical records. It does way more than that, see below:

Through the OnPatient portal, you have the ability to:

· Fill out any paperwork before your appointment to make checking in easier

· View your upcoming appointments and check-in online

· Schedule and cancel appointments from your computer or mobile device

· Message your doctor through a HIPAA compliant portal

· Manage your contact and insurance information

· Access your medical record

· Have educational material sent directly to your account

· Connect your child's account and manage their health record with yours

· View statements and pay online




What “telemedicine” services do we offer?


You must first be a patient of IHC. This means that we have physically seen you in the past. If you are unable to come to the office for a subsequent visit, then we could do a Telemedicine visits on a case-by-case basis.




What if I need paperwork filled out by my Clinician?


Forms may be dropped off at the front desk. Depending on the type of form, like FMLA, Disability, Life Insurance, etc. it may take up to 7 days to be completed. Some paperwork might require an appointment with your clinician for completion.




How do I get a copy of my medical records?


We follow the HIPPA guidelines regarding the release of patient information. Medical records can be obtained by the patient or patient's guardian by signing a medical release form. In the event that you need to send your medical records to a Doctor’s office, please provide us with the Doctor’s mailing address and we will be happy to mail your records to the requested office.




What if I want to leave a message for the clinician to call me back?


We will ask you to provide as much information as possible, in order for the clinician to best be prepared to respond. Your phone call will be returned.





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Monday - Friday          8:00 a.m. - 5:00 p.m.
Saturday                        Scully On Call
Sunday                           Scully On Call

5605 Old Bullard Road 

Suite B
Tyler, TX  75703

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