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Frequent Questions

Frequent Questions

A list frequently asked questions by our customers.
01. Who can I call with general questions and concerns about my healthcare?
The medical staff is available by telephone to assist you with any questions or concerns you may have about your healthcare. We welcome any comments or suggestions you might have to improve our services.

We are here in case you:
Need background information on the physician.
Have questions about eligibility and healthcare benefits.
Need more information about the additional health-related services we offer.

Please feel free to contact the office staff between the hours of 9 am and 4:30pm, Monday through Wednesday and 9 am to 12:00pm Thursdays and Fridays.
02. As a patient, what are my responsibilities?
Dr. Hector De Jesus and staff are committed to partnering with you in maintaining good health.

As a patient, you have the right to:
Be treated with professionalism, respect, courtesy and dignity.
Have all matters considered private and confidential within the limitations of the law.
Participate in decisions about your healthcare and treatment, as well as receive adequate information about your diagnosis and proposed treatment plan from your healthcare provider in order to give informed consent.
Refuse any procedure or treatment if you so desire and be told what effect this may have on your health.
Have 24-hour access to a primary care provider or substitute within reason.

Problems not resolved on the telephone may be referred to:
PO Box 2647 Bakersfield, CA 93303-2647

Hours: Monday thru Wednesday 9 am to 5 pm Closed daily for lunch 12:00 pm – 2:00 pm Thursdays and Fridays 9:00 am - 12:00 pm

Some emergencies may be referred to a local emergency room or urgent care facility by a physician when the problem cannot be resolved by the above methods. Receive complete information about our fees. The service fees are available by calling (661) 323-3280.
Be informed of the procedure we have for grievances, complaints or other conflicts, as we take these very seriously. We recognize listening improves your best care and helps us to improve our services. Receive medical services regardless of age, sex, race, color, religion, ancestry, national origin, disability or sexual orientation.
03. Coverage and Emergencies
We share coverage on nights and weekends with other physicians. Routine calls for the purpose of prescription refills and questions about chronic stable problems will be addressed during office hours.

Refills for controlled substances should be requested during office hours only. No narcotics or tranquilizers will be prescribed over the telephone unless the covering physician knows your personal history.
04. Hospitalization
The physician in this practice pays at least one daily visit to the patients under our care. Exchange of information with respect to the status of the patients can be best handled if a single family member is selected for contact with the physicians.
05. Billing Procedures
Payment is respectfully requested at the time of the office visit. Please be sure you give us complete, accurate, and up-to-date insurance information. Hector De Jesus, M. D. is an approved provider to Medicare, Blue Cross, Blue Shield, Heritage IPA (BFMC HMO), and most general insurances please review your insurance benefits booklet for participating provider information.

We request the patient to pay the co-payment (i. e. $5, $10, etc.) required by the insurance policies at the time of service. For the insurance plans which cover office visits as an extended benefit, we require payment for the office visit at the time of the service.

For the Medicare patient, we accept assignment but will bill the patient for the remaining 20% after Medicare payment and for the yearly deductible. This office does bill secondary providers of supplemental insurances after Medicare.

If you have commercial insurance, the billing office will file an initial claim for the services rendered. However, a monthly statement will be provided to inform the patient as to the charges. It is the patient's responsibility to see that the insurance company recognizes the charges.

If you have Workman's Compensation please notify our receptionist upon arriving to the office. The patient will be held responsible for the proper disposition of the claim even if it is in litigation. For patients without insurance or with questionable coverage, it is our policy to request payment for the services rendered at the time of your visit.

Telephone calls related to billing questions will be referred to our billing service between 9:30 a.m. and 11:30 a.m. Monday through Friday. This time has been set aside specifically for this purpose. Please call (661) 322-2070 when calling the billing office, not the medical office number.
06. Managed Care
Managed care is the term used when one physician is in charge of all your medical needs, and it is his or her responsibility to see that all phases of your health care are addressed. This means that he or she is considered your primary care physician. If, for any reason, a specialist is needed to interact in your case, your physician will choose a specialist that will best benefit your health care.

If you do need to see a specialist, you will have to make sure that you have received a proper referral from our referral department. If this is not done, your insurance company will not pay for that service, and you will be responsible for the charge. Insurance companies do not make exceptions and will not issue referrals after the date of service.

When you have been referred to a specialist, please make sure that the office has issued you a referral through your insurance company. It is the patient's responsibility to make sure that all paper work has been processed for this visit. If the referral has not been obtained by you, charges that are incurred are your responsibility.

If you have any questions regarding your insurance policy, we suggest the following:

Contact your insurance company; the phone number is usually listed on the back of your card.
Contact your employer's benefits department if your plan was purchased through your employer;
Consult the policy pamphlet that you should have received when you signed up for health insurance.
07. What if I have a complaint?
If you have a complaint about the care provided or a service rendered, please submit your complaint or concern in writing and mail to P. O. Box 2647 Bakersfield, CA 93301. It is important that we hear from you should we need to improve in any area of service.
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