Frequently asked questions
What if I need a prescription refilled?
Routine Rx Refills: Must be submitted no later than 24hrs prior to office closure- if the closure begins on a Monday you must submit requests by the Friday before the office closure begins.
All other requests will be processed when the office reopens.
Urgent Refills: If you have an urgent issue with a medication that cannot wait until the office reopens, please contact our triage line at 415.481.0454 and the doctor will get back to you. PLEASE PLAN ACCORDING to your refill needs in advance of our closure as calls/time spent handling these issues via the triage phone line once our office has closed for the holiday break will be billed at our normal phone consult rate plus an urgent after hours care fee of $95.
What if I want to change or schedule an appointment?
APPT SCHEDULING/CHANGES: (Must be received by 6/21) Our full office staff will be out of the office during the office closure. If you need to change or make an appointment, please do so by 6/21. All email or phone requests to schedule or make changes to an existing appointment received after 6/21 will be processed when the office reopens 7/9.
Cancellation Policy: Our office requires 24hrs notice (open business hours - excludes weekends and office closures) for cancellation of appointments. Our cancellation policy is designed to allow us the opportunity to try and fill empty time slots in our schedule created by cancellations which often cannot be done when an appointment is cancelled last minute/same day.
For appointments that are scheduled for 7/9, cancellation must be received PRIOR to our office closure on 6/21 to avoid the cancellation fee.
What if I need a Lab Slip?
Request must be received no later than 24hrs before office closure - if the office closure begins on a Monday, requests must be recieved by the Friday before the closure begins.
Requests for Lab Slips received after this time will not be processed until the office reopens.
Please remember that lab slips are routinely sent to you with your visit summary. If you are missing a lab slip, please check your email and patient portal for your visit summary correspondence in order to locate any lab orders. Lab Slips in the patient portal can be found by going to Labs & Documents from your main menu. If you think you are to have labs performed but are unsure please refer to your visit summary plan that should contain follow up lab draw instructions.
Primary Care Provider: In addition you may elect to have your Primary Care Provider run any routine testing you need performed while our office is closed. Please ask they copy our office by faxing a copy of results to us at 866.484.0518 for your chart here.
What if I need a test kit?
If you need a test kit prior to holiday closure, please make sure you notify our office no later than 24hrs prior to the office closure to allow time for processing. If the office closure begins on a Monday, requests must be received by the Friday before the office closure begins. Our office will be fully closed and will not be processing any test kit requests during our closure. Requests for Test Kits received after the submission due date will not be processed until the office reopens.
What if I want to place a product order?
Product Orders: Orders must be received no later than 24hrs before the office closure. If the office closure begins on a Monday orders must be received no later than the Friday before the office closure begins. Orders received after this date will be processed upon our return to the office.
You may elect to email your orders to our office (email@example.com) during our office closure. Orders received during the office closure will be processed when the office reopens.
What if I need to get records?
With the exception of urgent medical information needs as described below, all routine records requests require 14 days notice. Any records requests we receive with less than 14 days notice prior to the office closure will be processed upon our office reopening.
PLEASE NOTE: We will not process any records requests while the office is closed, and the triage line is not to be used for this function. Should you require emergency medical care/hospitalization your attending doctor may reach us at the triage line 415.481.0454 to request information/records/consultation and it will be provided.
Where do I go for routine care while the office is closed?
Please see your primary care doctor or your local urgent care for routine medical issues while our office is closed.
For urgent issues that require Dr. Leone and cannot be handled by your primary care doctor or cannot wait until our office reopens, you may contact our triage line at 415.481.0454. Regular rates plus a $95 after hours fee will apply.
Triage Care for Urgent Issues
We offer an optional triage line for urgent matters that you feel cannot be handled by your primary care doctor or urgent care. THIS IS NOT AN EMERGENCY LINE. Emergency issues should be seen in the Emergency Room of the hospital, or by calling 911.
For non-emergent issues which cannot wait until our office reopens, please call our after hours phone line at 415-481-0454 and leave a message. Your message will be forwarded to Dr Leone and he will return your call as soon as possible. Triage phone calls are for urgent care issues only, which cannot wait until our return to the office and cannot be covered by regular urgent care/your primary doctor. These calls will be billed at our normal phone consult rate plus an urgent care fee of $95.
Please Note: NO records requests will be processed during office closure and the triage line is not to be used for this purpose. Should you require emergency medical care/hospitalization your attending doctor may reach us at the triage line 415.481.0454 to request information/records/consultation and it will be provided.
I've gone to the Emergency Room/Hospital, what should I do?
Please remember our triage line is not for Emergency Care - you should always call 911 or go to the Emergency Room immediately for emergency care.
If you are in need of Emergency Medical care during our office closure that is related to your medical conditions for which you are in treatment with our office, please do the following:
Please remember that for Emergency Medical situations where you have gone to the Emergency Room/Hospital for Emergency care that is related to your medical conditions for which you are in treatment with our office, there is no fee for calling the triage line and Dr. Leone's time spent with hospital staff during your emergent hospital visit.
Go to the Emergency Room or call 911immediately
Once you have done this please notify our office of your situation by calling the triage line at 415-481-0454. Leave a message and Dr.Leone will contact you back.
Please list Dr. Leone with the hospital as one of your providers and request that the hospital copy us on your records by fax to: 866-484-0518.
Please have your attending physcian contact us at the triage line so Dr. Leone may coordinate care, and provide any medical information that is needed to ensure continuity of care while you are under their care. Triage line: 415-481-0454