Frequently asked questions
- Will I need a referral before I can schedule my appointment?
- Why do I have co-payments?
- Which insurance plans do you accept?
- What is your billing policy?
- Why am I asked to show my insurance card at each visit?
- How long will my appointment take?
- What is your cancellation policy?
- Will I be charged if I do not keep my appointment?
- May I transfer my care to another provider in your group?
- Why do I have to file my injury through Worker’s Compensation?
- Can I see one doctor for all of my orthopaedic conditions?
- What is your fax number?
- What are your office hours?
- Is my provider running on time?
- What is a global period?
- What is your waiting time for an initial appointment?
- Should I have any tests or imaging studies before I come in?
- Should I apply ice or heat to an injury?
- What is physical therapy?
- What is a cortisone/corticosteroid injection?
- I am confused about my statement. Who do I call to explain my statement or balance on my account to me?
- Is my paperwork completed? When will it be?
- How do I go about to obtain my Medical Records?
- Why do I have to sign a release for my medical records?
- Can you fax my records?
- Why is there a charge for films?
- If I need to pick up this information, where do I go?
- May I send someone to pick up my medical records or films?
- How long does it take to receive my records?
- Who are your physicians and what are their specialties?
- Tell me more about the surgical procedure/diagnosis.
- Is my doctor board certified and what does that mean?
- Will I need my current records/films from my Primary Care or referring physician?
- Will I need surgery for my condition?
- Where can I get anticipated post-op recovery information?
- How long do I need to be off of work after surgery?
- Who do I contact for follow-up care or questions?
- Is there a physician on call after hours?
- Do I need to bring my X-rays if they are negative?
- Can you call my primary care doctor’s office and get my records?
- Do you have a wheelchair and are you handicap accessible?
- Why do I have to fill in forms again if I am already a patient?
- What does “fellowship trained” mean?
- What does a physician assistant (PA) do?
Will I need a referral before I can schedule my appointment?
We do not require a referral at the time you schedule your appointment. However, check with your insurance plan regarding their referral requirements before scheduling your first appointment. The referral requirements of your health insurance plan may determine whether your claim is paid by your insurer.
Why do I have co-payments?
Your co-payments are part of your contract with your insurance carrier. Due to government regulations and contractual obligations with your insurance plan, we are required to collect your co-payment.
Which insurance plans do you accept?
We participate with most of the insurance plans available in the greater Rochester metropolitan area. To verify that GRO is a participating provider in your plan, please call the member services telephone number provided on your insurance card.
What is your billing policy?
We will submit your claim(s) to your insurance company. You can help us file your claims effectively by, at the time of your office visit, providing a copy of your current insurance card and all necessary billing information.
You are responsible for any copayments, coinsurance, and/or deductible obligations due. Copayments are due at the time of service. Insurance payments made directly to Greater Rochester Orthopaedics will be applied to your account. If a balance remains, you will receive a billing statement. You can pay your remaining balance by credit care either through our website or our patient portal.
Why am I asked to show my insurance card at each visit?
Presenting your insurance card at each visit will ensure your claims are processed correctly in accordance with your insurance benefit plan. Though your insurance plan may not have changed, it is not uncommon for your group and/or plan group number to change. Those changes, if not updated can affect the processing of your claim.
How long will my appointment take?
For your first appointment, you should plan for approximately ninety minutes in our office. This will allow sufficient time for your provider to assess your past medical history, assess your current condition/injury, order and evaluate your imaging studies and initiate your treatment plan. The length of your follow up visit depends on several considerations including: the complexity of your condition/injury, the need for additional imaging studies, cast removal or application, staple/suture removal and whether a hospital admission is indicated. We know that your time is valuable. We make every effort to see our patients in a timely manner.
What is your cancellation policy?
Please provide at least 24 hours notice of any cancellation or rescheduling needs. New patients who do not provide us with a cancellation notice will not be given another new patient appointment. Patients who chronically no show, may be dismissed from our practice. Two days prior to your appointment, you will receive a telephone reminder stating the date, time and location of your appointment. If you enroll in our patient portal program, you will receive an e-mail reminder two day prior to your appointment.
Will I be charged if I do not keep my appointment?
We do not charge for no show appointments. New patients who do not provide us with 24 hours notice of cancellation will not be scheduled for another new patient appointment. Patients who chronically no show, may be dismissed from our practice.
May I transfer my care to another provider in your group?
You may request to have your care transferred to another provider with in our group provided that the provider specializes in your orthopaedic condition.
Why do I have to file my injury through Worker’s Compensation?
It you are injured at work or believe that your condition is related to your work, you are required by law to report your injury/condition to your employer. You cannot claim a work related injury/condition unless you file an injury report with your employer. Your employer’s workers’ compensation insurance plan will pay your medical claim providing an injury report filed by your employer. Your commercial insurance plan will not pay claims for your work related injury. If you require additional information on how to file a workers’ compensation claims, please contact the Workers’ Compensation Board or contact our billing office at: 585-295-5351.
Can I see one doctor for all of my orthopaedic conditions?
In our group, each provider is fellowship trained to treat and manage conditions/injuries in a specific area of the skeletal system. As a result, it is unlikely that one provider could treat all of your orthopaedic conditions.
What is your fax number?
585-248-5106
What are your office hours?
Our offices are open Monday thru Friday 8:30 am – 5:00 pm. Our phones are open Monday thru Friday 8:30 am – 4:30 pm.
Is my provider running on time?
We know your time is valuable. We make every effort to see our patients in a timely manner. However, scheduling is not an exact science. If your provider is behind schedule, our staff will keep you informed. In the event you need to alter you plans, a courtesy phone is available for your use. Ask the reception staff for our courtesy phone. In the event you reschedule your appointment due to delays of our office, your co-payment will be waived for your subsequent follow up appointment.
What is a global period?
A global period is the a period of time which begins with the decision to schedule a surgical procedure or initiate treatment of a fracture and ends within a certain number of days after the surgical procedure or initial treatment of a fracture. During a global period, co-payments, coinsurance or deductibles for casting materials, imaging studies, durable medical equipment may apply; charges for professional services by your provider are included in the payment for the surgery or fracture. A global period typically lasts for ninety days.
What is your waiting time for an initial appointment?
We strive to schedule each appointment on a day and time of your convenience. Every effort is made to schedule you with the provider of your choice suited to your orthopaedic condition. If we are not able to schedule your appointment with your preferred provider at a day and time of your convenience, we will offer alternatives for your consideration.
Should I have any tests or imaging studies before I come in?
Once your provider completes your orthopaedic history and examination, if they are needed, you will be referred for the appropriate studies and tests. Please bring to your first appointment, any tests or imaging studies you have which are related to your orthopaedic condition.
Should I apply ice or heat to an injury?
Ice should be used in the acute stage of an injury (within the first 24-48 hours), or whenever there is swelling. Ice helps to reduce inflammation by decreasing blood flow to the area in which cold is applied. Heat increases blood flow and may promote pain relief after swelling subsides. Heat may also be used to warm up muscles prior to exercise or physical therapy.
What is physical therapy?
Physical therapy is the treatment of musculoskeletal and neurological injuries to promote a return to function and independent living. Physical therapy incorporates both exercise and functional training. Exercise retores motion and strength while functional training facilitates a return to daily activities, work or sport.
What is a cortisone/corticosteroid injection?
Cortisone is a steroid that is produce naturally in the body. Synthetically produced cortisone can also be injected into soft tissues and joints to help decrease inflammation. While cortisone is not a pain reliever, pain may diminish as a result of reduced inflammation. In orthopaedics, cortisone injections are commonly used as a treatment for chronic conditions such as bursitis, tendinitis and arthritis.
I am confused about my statement. Who do I call to explain my statement or balance on my account to me?
The Billing Department will be happy to assist you with any questions you may have regarding your bill. They can be reached at 585-295-5351.
Is my paperwork completed? When will it be?
All paperwork should be sent or dropped off to Greater Rochester Orthopaedics. Please complete all patient information required with your signature. Under normal circumstances and with appropriate information, you can expect that your paperwork will be completed within 7-10 working days. In order to submit the paperwork to your employer or insurance company, a Medical Records Release Form willl need to be completed. You may access this form on our website.
How do I go about to obtain my Medical Records?
A Medical Records Release Form must be signed by the patient or guardian before any records can be released. This form should state what records are requested and where the records should be sent This form may be accessed on our website. You may contact our Medical Records Department at 585-295-5354 with any questions.
Why do I have to sign a release for my medical records?
Greater Rochester Orthopaedics undertakes a legal and ethical responsibility to foster and preserve the privacy and confidentiality of patient information. Accordingly, Greater Rochester will strictly adhere to obtaining prior consent of the patient before information is released except where a specific law or regulation requires or permits such access without patient consent.
Can you fax my records?
Yes. However we may require a completed Medical Records Release Form depending if required. Please be aware that not all fax machines are secure.
Why is there a charge for films?
Original films are part of your permanent medical record and therefore are kept at Greater Rochester Orthopaedics. We duplicate the original films at your request and the cost you pay covers only the expense of the film.
If I need to pick up this information, where do I go?
Your records may be picked up at either of our two locations. Please inform our Medical Records Department which office you prefer.
May I send someone to pick up my medical records or films?
You may send someone in your place to retrieve your records or films as long as you send a written permission slip for the person you are appointing to pick up your records or films. Please notify our Medical Records Department in advance if you will be sending someone in your place.
How long does it take to receive my records?
- Emergency requests involving immediate emergency care of the patient: immediate processing
- Priority requests pertaining to current care of the patient: within one working day
- Patient request for acccess to own record: within two working days
- Subpoenas: as required
- All other requests: within five working days
Who are your physicians and what are their specialties?
Greater Rochester Orthopaedics surgeons are skilled in a variety of orthopaedic sub-specialities. Please refer to Meet our Team section for detail explanation.
Tell me more about the surgical procedure/diagnosis.
There is a wealth of information regarding a variety of procedures and diagnosis under the Patient Education tab. Although this is not an extensive list of all of the surgical procedures that the surgeons at Greater Rochester Orthopaedics perform, it will give you some general guidelines about each modality.
Is my doctor board certified and what does that mean?
Board certification signifies that your physician has met important educational, evaluation and examination requirements. What’s more, it demonstrates a commitment to ongoing medical education. All of the physicians at Greater Rochester Orthopaedics are either certified or board eligible for certification by the American Board of Orthopaedic Surgery (ABOS). Since 1986, ABOS has issued time limited certificates. Those surgeons who were certified in 1986 and thereafter must main their certification by completing 120 hours of pertinent continuing medical education, undergoing a stringent peer review process to make certain they are respected by their peers and practicing ethical orthopaedic surgery, and taking and passing a written or oral examination. This maintenance of certification process must be performed every seven to ten years.
Will I need my current records/films from my Primary Care or referring physician?
If your primary care physician or referring physician is treating you for the same injury that you will be seeing the provider about, it is a good idea to get our current records and imaging studies prior to your appointment. This will ensure that the provider has all the information available to properly diagnosis your injury or illness. Your primary care physician or referring physician may require that you sign sign for the release of your records or pick them up prior to your appointment.
Will I need surgery for my condition?
Most of the patients seen at Greater Rochester Orthopaedics do not require surgery for their condition. Of course, this decision is made individually for each patient after examination and discussion with our doctors. Many of the conditions that we care for at GRO are treated with medicine, therapy, braces, orthotics, or injections. If surgery is indicated for your condition, we will help you schedule the procedure.
Where can I get anticipated post-op recovery information?
Your will be schedule for a post-operative visit under most circumstances with either your surgeon or a Physician Assistant after the surgery. Copies of our Discharge Instructions our located on our website. If you have any questions or concerns about your post-operative period, please feel free to call our nurse at 585-295-5355.
How long do I need to be off of work after surgery?
That will be determined by your particular procedure. Please discuss this with your surgeon on your pre-operative appointment to ensure that all of your questions are answered.
Who do I contact for follow-up care or questions?
The best person to initially contact is the Medical Secretary associated with your provider.
Is there a physician on call after hours?
Yes, we are on call 24 hours a day, 7 days a week. Call our main number, 585.295.5476, for assistance. Please note that prescriptions are refilled during office hours only.
Do I need to bring my X-rays if they are negative?
Yes, all X-rays/MRI/ct-scans on CD or film that are pertinent to the part of body being seen, need to be brought in with the patient. X-rays may need to be repeated in our office if you do not bring them to your appointment with you.
Can you call my primary care doctor’s office and get my records?
In order for records to be released, typically patients must call themselves. Your primary care doctor’s office may or may not require you to sign a release form.
Do you have a wheelchair and are you handicap accessible?
Yes, we have wheelchairs available and our offices are handicap accessible.
Why do I have to fill in forms again if I am already a patient?
They need to be updated once every two years for any changes or you have a new injury.
What does “fellowship trained” mean?
To be “fellowship trained” a physician must complete one additional year of in-depth specialty training after orthopedic residency. The specialty training is in one specific area in which the physician will specialize under the guidance of top orthopedic specialists. Greater Rochester Orthoaepedics has physicians fellowship trained in
What does a physician assistant (PA) do?
Physician assistants are licensed health care professionals who practice medicine with physician supervision. PAs conduct physical exams, diagnose and treat conditions, order and interpret tests, and write prescriptions. In our team approach to delivering orthopedic care, our PAs work very closely with our physicians to ensure that we provide the access and quality that you have come to expect at Greater Rochester Orthopaedics.
General
- Why choose GRO?
- Your first visit
- Affiliations
- Patient forms
- Insurance and billing
- Frequently asked questions
Online services
- Patient portal
- Take our survey
- Pay your bill
- Organize your appointments
- Refill your medication
- Contact your provider
- Therapy renewal request
- Create your appointment reminder