FREQUENTLY ASKED QUESTIONS
Insurance and Payments
Q. What insurance do you accept?
A: We accept most insurance plans.
Q. What forms of payment do you accept?
A: Cash, credit card (Visa, MasterCard, Discover and American Express), personal checks (with proper identification) and Health Savings Account (HSA) cards. Credit card payments can be made in person, over the phone or through the portal. Payment is due when services are rendered.
Q. Will services provided be covered by my insurance?
A: Most services are covered, but we do recommend you contact your insurance company to verify your plan benefits. Below are a few suggested questions to ask:
- Is your plan an HMO which requires an assigned PCP? If yes, verify that one of the doctors at Rocky Hill Pediatrics is your assigned PCP.
- Are preventive medicine visits (well care) a covered service? If yes, what are the limitations?
- Do I have a copay or deductible?
Location, Services and Appointments
Q. What are your hours?
- Regular Hours: Our office is open Monday to Friday from 8:30 am to 5 pm. We answer phones from 8:30 am to 1 pm and 2:00 pm to 4:30 pm each day. We close for lunch from 1:00 pm to 2:00 pm. The “On Call” doctor does see urgent visits on Saturday and Sunday mornings. (See evening and weekend question for more information.)
- After Hours: For true medical emergencies, please call 911 or go to the nearest emergency room. All routine questions and prescription refills should wait for our regular business hours. For urgent concerns or questions, we have a group of physicians and nurses (including our physicians) who are available 24 hours a day, 365 days a year. Call our main number (860) 721-7561 to reach the on-call physician.
Q. Where is Rocky Hill Pediatrics located?
A: The practice is located at 1084 Cromwell Avenue, Rocky Hill, Connecticut.
Q. Do you accept walk-ins?
A: No. Unfortunately, we cannot routinely accommodate walk in patients. Patients who do “walk-in” will be scheduled for the next available appointment if the visit is not a medical emergency.
Q. What if my child only needs to come in for a shot/vaccine?
A: You can schedule a “shot only” appointment by calling the office. This will be scheduled with a nurse.
Q. How far in advance may I schedule my appointment?
A: You can schedule well visits up to one year ahead of time.
Q. How long can I expect to wait at my visit?
A: We know your time is valuable and we strive to be on-time and efficient. Unfortunately emergencies and unforeseen needs are also a part of our daily practice. If it’s a particularly busy day with many sick visits or emergencies, you may wait longer. Please alert our medical assistants if you ever feel you have been waiting excessively or need to leave unexpectedly. We will do all we can to accommodate your needs.
Q. How long are appointments?
A: The length of appointments can vary depending on the type of visit. Most sick visits are scheduled for 15 minutes, while Well Child Visits (a.k.a. yearly physicals) can vary typically between 15 and 30 minutes. Some appointments may be scheduled for even longer time periods because of the medical complexity of the patient or because of the type of problem (behavior consults for example, require more time). If you feel that you may need a longer appointment than routinely scheduled, please let the office staff know so they can help find the right appointment time.
Q. Can I "squeeze in" a second child for a "quick look" when my other child has an appointment?
A. Please call the office ahead of time if you think another child may need to be seen. We will certainly add the second child on to the schedule if room is available. Otherwise, we may need to reschedule your appointment when we can give both children the attention they deserve.
Q. How do I cancel my appointment? What happens if I'm running late?
A: We request that you give us 24 hours notice for cancellations. We understand that emergencies or schedule conflicts arise, so please just give us a call. If you do not come to your appointment, or cancel with less than 24 hours notice, there is a $50 charge.
Additionally, please call us to let us know if you are running late for your appointment. We may be able to accomodate you after consulting with the provider. However, if you are more than 10 minutes late, it is likely that we will need to reschedule your appointment. We are committed to doing our best to run on-time for each appointment but find that very difficult to do when patients arrive late. Your on time arrival will help us keep wait times manageable. Thank you!
Q.What kind of services are offered?
At Rocky Hill Pediatrics we and our friendly staff offer all aspects of pediatric medical services:
- Well child exams from birth to age 22
- Sports and camp physicals
- Preoperative physicals
- Care for children with special health care needs
- Consultations for school and behavioral issues
- Management of acute and chronic illnesses
- Newborn hospital care for our patients admitted to Hartford Hospital
- Collaborative care with the physicians at Connecticut Children’s Medical Center
- Hearing and vision testing
- Ear piercing for children 4 months and older
- Breastfeeding consultations and lactation support
- Hemoglobin, lead, cholesterol in office screening
- Rapid strep tests, Rapid flu tests and urinalysis
Q. Do you offer same day sick visits for your patients?
A: We try to see all sick children on the same day if possible. However, if a patient/parent calls for an appointment late in the day or if a patient walks in without a scheduled appointment, they will be booked in the next available appointment time (which may be the following morning if it is not a medical emergency).
Q. What do I do if my child is sick at night or on the weekend?
A: For all emergencies (such as anaphylactic reactions, severe dehydration, serious injury and difficulty breathing) please call 911 or go to the nearest emergency room. All routine questions and prescription refills should wait for our regular business hours. For urgent concerns or questions, we have a group of pediatricians (including Dr. dos Santos, Dr. Litwin and Dr. Schwab) who will speak with you by phone. Call our main number (860) 721-7561 to contact the on call physician. We also have a Pediatric Nurse Triage service that assists with overnight calls. We recommend Connecticut Children's Medical Center when possible for emergency care.
Q. What do I need to tell the medical assistant or nurse when calling for advice about a sick child?
- Your child's name and date of birth
- Your main concern
- The duration of the concern and if it has gotten worse, better or staying the same
- Steps taken so far to treat your child's illness
- Your child's temperature
- Your child's overall demeanor
- Your child's intake of fluids
- Have your contact phone number ready so you can be called back if necessary
Q. Do you have a separate waiting area for infants?
A: We do not. However, with nine exam rooms at our disposal, we try to place infants in exam rooms promptly to minimize their exposure to the main waiting room.
Q. At which hospitals are your providers on staff?
A: Our providers have refer and follow privileges at Connecticut Children’s Medical Center.
Q. Will you visit my child if he/she is in the hospital?
A: If you deliver at Hartford Hospital, one of us or one of the doctors in our call group will see your baby each morning while they are in the hospital. If your child is admitted to Connecticut Children’s Medical Center we stay in close phone contact with the doctors regarding your child's care. We also try to call you and check in to see how things are going. A post-hospital visit with us will be scheduled after your child is discharged.
Q. How often do I need to bring my child in for a check up?
A: Unless your child is sick, children over the age of three (3) are generally seen once per year for their annual check up. The easiest way to remember this is to schedule the visit around his/her birthday.
Listed below are the other age appropriate visits:
- For the first year of your child's life, well visits are scheduled 2-3 days after birth, at 1 week old, 1 month of age, 2 months old, 4 months old, 6 months old, 9 months of age and at 12 months.
- During your child’s second year, well visits are scheduled for 15 months, 18 months, 24 months (Two year appointment).
- There is also a 30 month well visit (3 1/2 year appt).
- Beginning at 3 years of age, well visits are scheduled yearly.
Q.Will I always see the same doctor?
A: We try our best to schedule your child with the provider that you request. For well child visits scheduled in advance, this should be no problem. For sick visits, it may be more of a challenge since that provider may have a scheduled day off or may already be fully booked. Since our doctors all have rotating days off, we also highly encourage you to meet all of our providers in order to put a "face to the name."
Requests for Forms, Records, Refills, and Referrals
Q. How do I get a referral for a specialist?
A: If we feel the need to refer you to a specialist, our referral coordinator will assist with this request. If you feel you may need the services of a specialist relating to something we have not treated, we may need to evaluate your child first. When your referral is completed, you will be contacted by either our office or the specialist’s office with your appointment date and time. This could take up to one week, but typically we can process the request in a more timely manner.
Q. How do I get a prescription refill?
A: For routine refills, please call your pharmacy directly and they will forward your request to us electronically.
To renew controlled medications (i.e. medications for ADHD/ADD), please call between 9:00 am and 4:30 pm and speak with our staff. They will need the following information:
- Your child's name and date of birth
- the name of the prescription you would like refilled and the strength/dosage
- the name of your pharmacy
The information will be reviewed by one of our providers for approval. We request that you schedule a follow up for your child if it has been more than 6 months since the last medication check or well visit. Please allow up to 48 hours to process refill requests. Please note that prescriptions will not be refilled by the covering/on call doctor after hours or on weekends.
Q. How do I request a copy of my child’s records for any reason? Is there a fee?
A: Please call the office and request a medical authorization form. Once this form is completed, you may mail it or fax it to 860-721-9199. For a $25.00 fee we will provide you or your new doctor with one copy of your records. Any subsequent requests, legal requests, or requests from the State of Connecticut Disability Program will be charged at a rate of 65 cents a page. By law (Connecticut State Statute 20-7 c), we have up to 30 days to process this request.
Q. How do I request a copy of a Health Assessment Record (for school, daycare, sports or camp) for my child?
A: Please contact our office with your request and allow us at least five business days to complete your form(s).
Q. How do I have records from another physician sent to Rocky Hill Pediatrics?
A: Please contact the doctor’s office you are transferring from and request that the records be released to Rocky Hill Pediatrics. You will likely need to submit this request to them in writing.
Q. What are the different Appointment Types:
A: Well Child Exams
Regular well child exams are a valuable time for parents and providers to focus on preventive care to help keep your children healthy. Each visit includes a complete physical examination to assess your child’s growth and development, as well as to help identify problems early. Hearing and vision screening, vaccinations, and other tests will be a part of some visits.
Well child visits are key times for communication. Expect to be given information about normal development, nutrition, sleep, safety, and other important topics for parents. It is an ideal time for you to ask questions about your child. Make the most of these visits by writing down your most important questions and concerns to bring with you.
The scheduled intervals for well child exams:
- Newborn visit (2-3 days after discharge from the hospital)
- 1 week
- 1 month
- 2 months
- 4 months
- 6 months
- 9 months
- 12 months
- 15 months
- 18 months
- 24 months
- 30 months
- 3 years - once every year thereafter for an annual comprehensive physical exam.
B: Sick Visits
Between scheduled well visits, appointments can be made any time your child seems ill or whenever you have concerns about your child’s health or development.
If you have concerns about your child's development or behavior or a more chronic medical problem, we will schedule extra time for a "consult" with your medical provider. These are often scheduled at 12:30. Please call the office to schedule a consult.
Q: Is payment expected at the time of service?
A: Yes. Rocky Hill Pediatrics accepts most insurance plans. The parent or legal guardian accompanying a child is responsible for any copays, deductibles, coinsurance, or fees not covered by insurance at the time of appointment. It is the responsibility of the parent or legal guardian to verify that Rocky Hill Pediatrics accepts your insurance before making an appointment. Please contact your insurance company directly to determine if Rocky Hill Pediatrics is in-network with your family’s plan.