FAQ's

ALL OF YOUR QUESTIONS, ANSWERED

Welcome to Rittenhouse Internal Medicine! We are recognized as a ‘Patient-Centered Medical Home’, which means we do our best to accommodate all of your healthcare needs in as many ways as possible and try to break down any barriers that are preventing you from enjoying a healthy lifestyle. Part of our mission is to provide our patients with all of the information you need to help you make the best decisions about your health. If you are in need of additional resources about your condition or medication, please let us know and we will share information to your patient portal or give you printed out copies.

How do I schedule appointments?

You can either contact the office or set up an appointment through the patient portal. If you are uncertain about what type of appointment you need, please contact the office and we can help schedule you appropriately. Most of our appointments are limited to 15 minutes so if there are multiple issues you wish to discuss or an issue that is more complex, the call center staff is able to determine how much time the provider will need to address all of your concerns.

Am I able to schedule same day appointments?

Our office does offer same-day appointments for illnesses. Availability is limited so if you require an urgent appointment contact the office as soon as possible.

Can I cancel my appointment?

While you are certainly able to cancel or reschedule an appointment, our office does require at least 24 hours’ notice. If you cancel within 24 hours or no-show for your appointment, you will be subject to a cancellation fee. The fees are $50 for pcp and gyn visits, $150 for mental health visits, $125 for initial nutrition visits, $65 for follow-up nutrition visits, and a $50 fee for DermaCenter visits. We also have a 7 minute grace period, so if you are more than 7 minutes late to your appointment you may need to be rescheduled. These policies are in place to help our providers stay on time, so that there is a minimal delay when you come in for your appointment.

How can I contact my doctor?

For non-urgent matters, you can send a message to your provider through the patient portal. For anything urgent please contact the office. Even when the office is closed, our call center will have the on-call provider contact you within 1-2 hours if you are in need of medical advice.

What do I do if I cannot get a hold of the office?

If you are not able to reach us, it is most likely because of some type of rare office complication such as a power outage. You can refer to our Twitter, we keep it up to date with any issues that we are having. If you are having an urgent medical issue, we will change our phones over to the answering service as soon as possible that will be able to reach a provider or staff member that can assist you.

Who can I contact for billing information?

The billing department’s direct phone number is 215-947-2023. Receptionists are also able to direct you to billing during routine calls. You can contact billing to discuss any questions or concerns, pay your balance over the phone, or set up a payment plan. Please be advised that the billing department does not handle bills coming from outside facilities - such as hospitals, labs or imaging centers.

What is the patient portal and how do I setup my account?

Our office offers the use of a “patient portal” for all established patients. The patient portal has a multitude of uses including scheduling appointments, requesting refills, requesting insurance referrals, and communicating with your doctor regarding non-urgent matters. To setup your account you will simply need to contact our office and provide your email and you will be sent login information. The temporary password is only valid for 48 hours, so please login right away.

How do I get a refill for my prescriptions?

You can request refills by either calling our office or submitting a refill request through the patient portal. For urgent or same-day refills, please contact the office to ensure it is sent to an in-office provider. If you have not been seen in the office for a year or more or are in need of a refill for controlled substances, you will need an appointment for refills.

Why do I need to be up-to-date with my annual physical if I need a refill or a form?

Most forms need information from a physical that has to be within a certain period of time (anywhere from 3-12 months). If you have not had a physical in several years we may be missing information for your form. It is also important to remember that medications affect your body in different ways also – this is why we need to see you at least once a year to make sure that you are not experiencing any side effects, that the medication is working and that it has not negatively affected your organs – such as your kidney or liver, which break down most medications. Physicals are a good time to check in and make sure that your body is working as well as possible to help you achieve your goals and try to correct any problems that may be slowing you down!

Is (blank) covered by my insurance?

Our providers rely on evidence-based medical protocols to determine the testing and treatment that is best for you; however, this does not mean that your insurance will cover these services. Unfortunately, since we are not aware ahead of time what may be required during your appointment, we cannot make any guarantees of coverage. You can contact your insurance to know more about your specific plan. If you do receive a denial from your insurance, we will do our best to provide you with as much information as possible (such as visit notes or lab results) for you to appeal the determination.

How do I get a referral for my insurance?

Certain insurances such as KHPE and Aetna require referrals for non-PCP (Primary Care Physician) providers. In order to have a referral submitted to your insurance you will need to schedule an appointment at the other facility and contact our office with the name of the facility, name of the provider, address, NPI number, date, and any relevant diagnosis codes or procedure codes. Please contact our office at least a week before your appointment in order for the referral to be completed on time.

How do I get my previous records sent to RWWC?

You can request records from your previous providers by filling out a record release form. We do require the name, address, and phone number of the previous provider to be able to send the request to them.

How do I get my records from RWWC sent to a different provider?

If you need to have all of your records sent to a new PCP, you will need to request a records request form from the new provider. If you need records sent to a specialist for an appointment, please call the office before your appointment and we will fax them.

How do I set up an appointment with a nutritionist or a psychologist?

If you are interested in seeing one of our nutritionists or psychologists, please contact your insurance to find out your coverage for nutritional visits or mental health visits prior to scheduling. While our nutritionists or psychologists may accept your insurance, some insurance’s do not cover nutritional visits or mental health visits and you will be held responsible for the out-of-pocket fee.

Where can I go for radiology?

Please check your insurance to see if you are capitated to an imaging center. We recommended Penn Radiology - you can schedule with them by calling 215-662-7366. Radiology appointments will require a script from a provider so please contact the office in order to obtain a script. If you lose or forget your script at your appointment, please call our office and we will fax a copy of the script to the radiology office.

When should I go to the ER?

If you are experiencing a medical emergency, please contact the office during or after hours to have a provider determine if you should be seen in the office, an urgent care, or head to the ER. These facilities do have different equipment and goals, so please be aware that an ER may not necessarily determine the cause of symptoms which you are having. This is why we ask patients who do visit an ER to contact us and set up a follow-up appointment. This is the best way to resolve any underlying illnesses which may have caused your symptoms. Patients who have been seen in an ER should come in for a follow-up within a week of discharge if possible.

Do I need a follow up for controlled substances?

Once you get your first script from your provider, they will sign an agreement with you regarding follow-up care. Most patients need to be seen every month for the first few months and then every 3 months. This will depend on the substance and whether it has been used as directed. Controlled substances can be detrimental to your health long-term, and can lead to organ damage or addiction. We want you to be safe and healthy, which is why your doctor wants to see you regularly if you are taking a controlled substance.

What is covered during an Annual Physical and Annual Gyn?

Annual visits are considered preventative, ‘wellness’ visits and are usually covered at 100% every 12 months by insurance companies. The annual physical covers a physical exam and discussion of preventative services including a mammogram, colonoscopy, dexa scan, recommended blood work, and vaccines. The annual gyn exam covers a breast exam, pelvic exam, Pap smear, and discussion of contraception. Discussion of anything outside of ‘wellness’ care will likely result in a co-pay set by your insurance company.     

How often do I need a pap?

This depends on your personal history – some patients only need a pap every 3-5 years, while others may need one annually. However, we do ask all of our patients to come in for an annual gynecological exam every year – outside of cervical cancer testing – this is a visit where we do an internal exam to check for other masses in your pelvis as well as a breast exam to make sure you have no pain or breast masses. Your annual gynecological exam is also a good time to get any birth control refills or advice, mammogram scripts if this is appropriate for your age and STD screenings.

Do I need to be seen for a UTI or a yeast infection?

Urinary tract infections (UTIs) and vaginal infections (which may be caused by yeast or bacteria) are a very common problem for women. Sometimes over-the-counter treatments are very helpful but other times they simply prolong your illness. There are a variety of medications that treat different agents that cause these infections, so we do need to see you in the office and take samples to make sure we are treating you appropriately. Sometimes what seems like a simple yeast infection can turn out to be an STD, so we urge all of our patients to come in and get tested and treated, even if it seems like just a minor discomfort. Remember, untreated UTIs can lead to kidney infections and untreated vaginal infections can result in pelvic inflammatory disease and fertility problems. Don’t delay and bear any discomfort - just give us a call and we will be happy to see you!

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