Patient Handout


Our telephone is answered by our office staff during regular business hours. Outside of regular business hours, emergency calls are directed to an answering service and messages will be transmitted to the doctor on call. 

Under normal circumstances, you will usually be seen by your own doctor from the group. On weekends and at night, a doctor in the group is "on call" and will handle emergency requests. For emergencies, we will make every effort for you to be seen in our office or at one of the hospitals. Emergency and urgent calls will be handled as soon as possible. 

Our staff has been trained in efficient screening of all calls. We hope that you will cooperate with them and provide our staff with the information they request so that your needs will be met efficiently. 

A Word About Prescriptions

Prescriptions and refills are issued during office hours only. During the evenings and weekends it is difficult for the doctors to determine whether a prescription or refill is indicated without your medical chart in front of them. This means that your doctor will NOT routinely write prescriptions or refills during the evening or weekend hours. The best method of having a refill issued is to have your pharmacist call our office and give us your name, the medicine to be refilled, and date of the last refill. Certain narcotic prescriptions cannot be called into a pharmacy by law. Please let us know in advance and a written prescription, if appropriate, can be mailed to you. 

Medical Records and X-Rays

Your medical record is confidential. It will not be given to anyone without your written consent. Please ask a member of our staff to provide you with a release of information form if you require your medical records to be sent elsewhere. 

X-Rays taken in our office are the property of Coastline Orthopaedic. These are part of your permanent medical record and to provide quality care for you the patient, excellent medical records must be kept. If those records are lost, misplaced or destroyed, then the continuity of care is also lost. If you must transfer X-Rays to another physician, we will make copies. X-Rays unfortunately cannot be copied at the same low cost as paper records and that cost must be recovered in the form of a payment in advance from the patient or authorized person requesting those copies. We have made every effort to keep these costs as low as possible. 

Disability Insurance Forms

There will be a $5.00 charge, payable in advance, for completion of disability forms. 


A liability action is not a reason for delaying payment on your bill no matter what your attorney might advise. Payment of the bill is the responsibility of the individual who has received the treatment, not the individual who is being sued. For this reason as well as the fact that lawsuits are often prolonged, we ask that our bills be paid promptly. 

If you have been in an auto accident, we do ask that you supply your auto insurance information as primary coverage and your private health insurance as secondary. If there is not auto insurance available, your private health insurance will be considered primary. 

If your injury is due to an accident in which no other insurance is primary, your private health insurance information is necessary. If you do not have health insurance, arrangements will need to be made with our billing department for payment of your charges. 

Worker's Compensation

In all worker's compensation cases, prior to being seen, the patient must bring a written acceptance of financial responsibility from his employer or their insurance company. 

Payment Policy

Payment is appreciated at the time services are rendered. We verify insurance coverage in advance and any co-pays or deductibles are due at the time of the visit. We do file insurance as a courtesy for our patients, but the responsibility of the bill does rest with the patient. This office cannot accept responsibility for collecting your insurance claim or for negotiating a settlement on a disputed claim. 

Fees for surgery are sometimes unexpected, and we are willing to cooperate with you in establishing suitable arrangements for payment of your balance. Our billing department will be glad to work with you on payment arrangements on large balances.

Surgical Fees

We realize large surgical fees can impose a financial burden. We will cooperate with you and wait a reasonable length of time for your insurance company to respond. Uninsured patients will be required to make financial arrangements with the bookkeeping office in advance of surgery. Again, please remember that all payment of services is the responsibility of the patient.

Fountain Valley Regional Hospital Hoag Orange Coast Medical Center