Please browse the topics below to get quick answers to our patient's most common concerns.
Clicking on any question will display its answer. See FAQ question below on "prescription refills"
Click here for an FAQ page dedicated to FaceyConnect.
Is Facey Medical Group a hospital?
Facey is a Medical Group with offices in the San Fernando, Santa Clarita, Simi and San Gabriel Valleys. We are known as a multi specialty medical group, meaning we employ over 170 healthcare providers offering a broad range of specialties including primary care, OB/GYN and medical and surgical specialties. Facey operates two Urgent Care Centers (Santa Clarita & Mission Hills) that offer comprehensive physician services, lab and radiology seven days a week. We have affiliations with several hospitals in our service areas including Holy Cross Medical Center, Henry Mayo Newhall Medical Center, Northridge Medical Center and San Gabriel Medical Center.
Is Facey Medical Group an HMO, PPO, or insurance plan?
We are physicians who treat members of various insurance plans. Facey contracts with most of the major health insurance plans. We see HMO, PPO, Medicare, MediCal and cash pay patients. For those who are Medicare eligible, Facey not only takes Medicare but we contract with many of the Medicare Advantage Prescription Drug Plans (MAPD – HMO) as well as Medicare Supplement or MediGap Plans. Click here for a list of our contracted insurance plans or phone (877) 322-3963 to verify Facey accepts your insurance.
Do I need to "join" or become a "member" of Facey Medical Group in order to get treatment?
Yes and No. If you belong to an HMO insurance plan, you have to choose Facey as your Medical Group to see Facey providers. HMO members are usually allowed to change their medical group on a monthly basis. Just phone your HMO insurance plan (the number is on your ID card), and advise you would like to change to Facey Medical Group. They may ask who you would like to select for your Primary Care Physician. Choose one of Facey's Internal or Family Medicine physicians for adult care and Family Medicine or Pediatrics for children. If you have Medicare, PPO or other non – HMO insurance, simply call in for an appointment with one of our providers.
My doctor says that I need to see a specialist; does Facey Medical Group have specialists practicing in that field?
In all likelihood, Facey will have the specialist that you need on our staff. Our physicians represent more than 30 medical and surgical specialties at Facey locations throughout the San Fernando, Santa Clarita, Simi and San Gabriel Valleys. Your insurance company may require you to see a Primary Care Physician prior to seeing one of our specialists. You can easily find information about our specialists by going to our Find a Doctor tab on our website and clicking on the physician's name.
Does Facey have specialists in all locations?
|Yes, we do. Here's a list of specialists by location. For the exact address or information on the physicians go to our locations page on www.facey.com.|
|SAN FERNANDO VALLEY|
Mission Hills Annex
OB/GYN (Women's Health)
Patient Ed. - Diabetes/Wellness
Patient Education - Diabetes/Wellness
|Facey uses contracted providers for specialty services in Burbank.|
|SANTA CLARITA VALLEY|
|Canyon Country||Copper Hill|
Patient Ed. - Diabetes/Wellness
|Valencia I||Valencia II||Valencia III|
|SAN GABRIEL VALLEY||SIMI VALLEY|
|San Gabriel||Simi Valley|
Patient Ed. - Diabetes/Wellness
Facey uses contracted providers for specialty services that we do not have onsite in San Gabriel
|Facey uses contracted providers for specialty services in Simi.|
I have HMO insurance. How are medical decisions reached when I need a referral to a specialist or a medical test?
Rest assured that only Facey clinical staff review referrals or requests for medical care. At Facey our mission is to be a premier healthcare team dedicated to providing innovative medical services in a caring and professional atmosphere. Each of us is committed to service, innovation and quality care, while serving the needs of the community. Our providers receive no incentives for denying coverage or care. Our staff of health care professionals relies on medical criteria such as medical necessity, health benefits, availability, safety and effectiveness to reach decisions regarding your health care. Our Managed Care Referrals Department considers factors such as appropriateness of care and service, as well as your benefits as outlined by your insurance plan.
Our doctors collaborate with you to identify the best options for your medical care.
How do I get my prescriptions refilled?
Please contact your local pharmacy. The pharmacy will contact Facey with the needed information for processing your prescription refill.
Please be sure to phone for refills BEFORE your supply runs out to avoid an emergency situation. Please allow 24-48 hours to process the request.
If you do need medicine on the same day, be sure to tell your pharmacy so that they can try to accommodate your needs. Don't assume that they will do the refill on the same day – be sure to advise them of this need.
How can I contact my doctor after office hours (evenings, weekends, etc.)?
Please be aware that Facey has a 24 hour answering service that will connect you to a physician on call after hours or on the weekend upon request. The physician on call should be able to assist you with medical advice and/or guide you to the Urgent Care or Emergency Room if there is a need.
Does Facey Medical Group offer educational classes?
Yes, we offer classes in several of our locations. Our course topics cover many subjects, including diabetes, nutrition, parenting and stress management. Courses range from a few hours to several sessions over an extended period. Most offerings are free or low-cost. Our class calendar can be found in upcoming classes under Health Resources.
Does Facey Medical Group have a toll-free number for long-distance callers?
I have additional health-related questions. Where can I find more specific information?
Articles describing specific medical conditions and treatments are catalogued in the education section. You can also visit the Healthwise Knowledgebase to get more information. The Healthwise Knowledgebase is a comprehensive resource of decision-making information to help medical consumers. Its content is evidence-based, unbiased, and up to date.
Topics are organized according to how people learn and how they use information to become wise about their health. People can research diagnosed conditions, medical tests, medications, treatment options, as well as key decision points. Most of the content is printer-friendly so providers can print out applicable information for patients during an office visit if desired. Patients can also print out content from their own computer.
I would like to offer a compliment or complaint. How can I communicate it to the right person within Facey Medical Group?
Give a Compliment
Keeping you healthy is our mission; delivering warm, compassionate care is our pleasure. The personal stories and kind compliments of patients are part of what inspire our staff to maintain Facey Medical Group's history of excellence.
If you have a compliment about our patient care, we welcome the opportunity to hear it. Please visit our Service Superstar page on facey.com.
Submit a Complaint
We take pride in providing outstanding health care in a compassionate and caring environment. If you have experienced a problem with any Facey Medical Group service, we want to fix it. A confidential complaint may be submitted by sending your complaint to QualityImprovement@facey.com or visit the Patient Liaison at any site to present the information in person.
Which Facey Medical Group location is nearest to me?
With ten office locations and three urgent care centers in the San Fernando, Santa Clarita, Simi and San Gabriel Valleys, you can access Facey Medical Group care where it is most convenient for you. Home or work, we probably have an office that will meet your needs.
What are Facey Medical Group's hours of operation?
Hours of operation vary between locations and their individual offices. To display hours of operation, click on a location's name within our locations directory. Available telephone information will be displayed prominently on the screen.
Can you give me driving directions to this Facey Medical Group location?
Yes. Our locations directory makes it easy to view maps and get driving directions between your home/office and the Facey site of your choice. Visit our locations page and choose location, then click the "Directions" link near the top of the page.
|Choosing A Provider|
What is the difference between "primary care" and "specialty care?"
A primary care physician, or PCP, is a physician who provides the first contact for a person with an undiagnosed health concern as well as continuing care of varied medical conditions, not limited by cause, organ system or diagnosis. A specialty in medicine is a branch of medical science. After completing medical school, physicians or surgeons usually further their medical education in a specific specialty of medicine by completing a multiple year residency. Medical practitioners who engage in a medical specialty are known as medical specialists.
Some insurance plans require patients to obtain written referral from a primary care physician before seeking treatment from a specialty care provider; so it is important to check with your insurance plan about their specific requirements, if any. Primary care physicians are available at most of our clinics. Our primary care fields include:
In addition to primary care, our clinics also provide specialty care in a wide range of medical fields.
What do nurse practitioners do? Can they serve as my PCP?
Nurse practitioners are registered nurses with advanced training and provide patient care including the diagnosis and treatment of illnesses. Many nurse practitioners have undergone graduate education and have master's or doctorate degrees. They practice under the rules and regulations of the state in which they are licensed and they may be nationally certified in their specialty area. Besides providing clinical care, nurse practitioners might focus on health promotion, disease prevention, health education and counseling. A few HMO insurance plans, specifically Blue Shield and SCAN, do not allow nurse practitioners as a PCP (primary care provider). Facey has several nurse practitioners that function as primary care providers and take care of their own patients. We have other nurse practitioners who work as part of a care team with our primary care physicians and OB/GYNs.
I am an HMO patient and have a primary care doctor who is contracted with another medical group who is not part of Facey. Can she or he refer me to Facey Medical Group for treatment?
If your primary care physician is with another medical group, it's not likely they would refer you to Facey for treatment. It's best to check with your group or physician to see if they have a contract with Facey and will refer you to us.
I do not yet have a primary care physician (PCP). Do I need one? How do I choose a Facey Medical Group primary care physician?
If you have an HMO plan most require that you choose a Primary Care Physician. We suggest that you go to Locations at the top of our website, find your preferred location and then review the credentials of our Primary Care Physicians.
Even if you do not have HMO insurance, Facey prefers that patients choose a Primary Care Physician. This ensures that your health care is being coordinated by one doctor. The doctor and staff are then familiar with you and your health care needs.
Remember, you are always able to change your Primary Care Physician within Facey if you choose.
What is the difference between internal medicine and family practice?
Internal medicine is the medical specialty dealing with the prevention, diagnosis and treatment of adult diseases, age 18 and over. Physicians specializing in internal medicine are called internists. They are especially skilled in the management of patients who have undifferentiated or multi-system disease processes.
Family medicine is a medical specialty devoted to comprehensive health care to people of all ages. It is a form of primary care that provides continuing, comprehensive health care for the individual and family across all ages, sexes, diseases and parts of the body.
Both Internal Medicine and Family Medicine physicians use knowledge of the patient in the context of the family and the community, emphasizing disease prevention and health promotion.
How can I make an appointment with a Facey Medical Group provider?
For Internal Medicine, Family Medicine and Pediatrics, phone the physician's office to schedule an appointment. You will find their telephone number on your health plan ID card or check the locations page for the provider in question. If you are in need of specialty care the process may be a bit different. The specialist's office will ask which insurance you have and advise of any guidelines or process you need to complete. Please be advised that you will receive a reminder call 2 business days prior to your scheduled appointment.
What form of ID do I need to need for check-in at my appointment?
New federal legislation has been passed to protect your financial and health-related information. You will need to present a Photo ID when checking in for an appointment. If you are paying by credit card or check, we will need to confirm that your name matches the name on the credit card or check you are using.
The photo ID must include both the patient's name and picture to be accepted. Some common examples include driver's license, passport, state-issued ID, military ID, school ID, nursing home ID, club/gym/store membership cards, etc. If you are unsure whether your photo ID will be accepted, we invite you to check with clinic staff when scheduling the appointment.
My parent or care giver often brings my child to their appointments. What do they need to bring with them?
The parents will need to have a 3rd party consent form completed "in person" prior to the visit. "In person" is very important because we must verify through photo ID and the form must be signed in front of a witness. The consent form is valid for 1 year.
What do I need to bring to my first appointment?
Please arrive 20 minutes early to your first appointment in order to have adequate time to register and to complete all paperwork. For your convenience all forms for new patients are available on our Patient Forms page. Be sure to bring your health insurance card, photo ID and billing information with you. Depending on your health insurance, you may be required to make a deposit on your newly established account. Please also bring along a list of medications that you are currently taking and any other pertinent medical history that you wish to discuss with your new doctor.
Do you need my medical records from my previous physician?
It is not required to have your previous medical records; however, it is in your best interests to have such information available for your physician at Facey Medical Group. Please discuss this with your physician. If you wish to have your medical records forwarded, contact our HIM Dept. at (818) 837-5668. They will provide you with a Medical Records Release form. After you submit the completed form they will request your records. The HIM representatives are available Monday-Friday, 8:30 am – 5:30 pm and will be happy to assist you.
If I am an HMO patient enrolled with Facey, which providers/departments can I see without a referral?
Most insurance companies allow their members to "self refer" to the following medical departments: Family Medicine, Internal Medicine, Pediatrics, Obstetrics/Gynecology, Urgent Care and Optometry (be sure to phone your vision plan to be assured that Facey is contracted with them).
What is a "closed" practice? Can I still see my doctor if his or her practice has been closed?
This usually applies to Facey Primary Care Physicians. At times their panel size
(number of patients) will become too large. Facey will temporarily close their panel until the size becomes more manageable. However, existing patients may continue to see this physician – we just don't allow new patients to choose this physician as their Primary Care provider.
I would like to see my doctor, but his or her schedule is booked for months in advance. What do I do?
Although there are occasional scheduling delays with a few of our busiest providers, we are often able to schedule you with another provider to address your immediate condition. Facey asks that you always phone your regular physician to see if they might be available or what direction you should follow. Facey also has two urgent care centers available – Mission Hills and Valencia and your physician may refer you to Facey's urgent care.
I am unable to keep my appointment. What do I do?
We understand that personal circumstances sometimes make it difficult to keep an appointment. However, canceling late denies other patients the opportunity to be seen during the time slot we've held for you. Please be sure to call your provider's office promptly to reschedule or cancel at your earliest convenience. You also have the option of canceling your appointment when you receive the Facey reminder call 1 or 2 days prior.
What is the difference between a normal office visit and a "health maintenance" or "preventive care" appointment?
While normal office visits usually have a co-payment or share of cost, the new health care reform legislation requires insurance companies to cover preventive care services. So why do these preventive visits sometimes come with a bill? The answer depends on what you talk about with your provider during the appointment.
Click here for more information and examples. Also available in Spanish.
What is the difference between "urgent care" and "emergency room care?"
Emergency room care is for sudden, life threatening conditions, such as chest pain, extreme dizziness or loss of consciousness. Emergency rooms are usually in a hospital setting and services are available 24 hours. Urgent care is for conditions which would normally be treated by your Physician – sprains, bronchitis, stomach issues, fractures, cuts, etc. Facey's urgent care centers are open daily and have extended hours. (Some examples of "urgent" vs. "emergency" conditions are listed on the Urgent Care department's page.)
Since I’m a Facey patient can I just go to Urgent Care instead of seeing my physician?
It's very important to remember that if you consider your condition to be life threatening, you should phone 911 immediately.
During normal office hours we ask that you phone your physician first. They may be able to see you that day, or perhaps a fellow physician at their office is able to see you.
If your condition presents on the weekend, holiday or after normal business hours then you should go directly to one of Facey's urgent care locations.
|West San Fernando Valley
Facey - Mission Hills
11333 N. Sepulveda Blvd.
Mission Hills, CA 91345
Mon-Fri, 8:am - 9:pm
Sat, Sun & Holidays,
8:00am - 7:00pm
|East San Fernando Valley
Facey - Burbank
3413 Pacific Avenue, Ste 102
Burbank, CA 91505
Mon-Fri, 5:30am - 8:00pm
Sat, 10:00am - 4:pm
|Santa Clarita Valley
Facey - Valencia
26357 McBean Pkwy
Valencia, CA 91355
Mon-Fri, 8:am - 9:pm
Sat, Sun & Holidays,
8:00am - 6:00 pm
Med Center Medical Center
1980 Sequoia Avenue
Simi Valley, CA 93063
Mon-Fri, 5:30pm - 8:00pm
Sat, Sun & Holidays,
9:00am - 5:00pm
* Co-pays at non-Facey locations may vary depending upon your insurance plan.
Can I expect immediate treatment at Urgent Care? How long is the typical wait?
The order of treatment is not only based on the patient's arrival time but also on the condition of the patient. Those patients who have a very serious injury or illness will be treated first. Fortunately, most patients who come to urgent care are not seriously ill and are seen in order of arrival. Wait times vary depending on day, Mondays are very busy; time – usually before 9 AM and after 4 PM are busy and also – expect longer wait times during flu season. During these times the wait could be 2 hours. Typical wait time is 30 – 90 minutes.
|Business Office - (Insurance, Billing, and Accounts)|
How do I read my bill?
We've made some big improvements to your Facey billing statement. We listened to your comments about our billing statements and are pleased to announce a redesigned patient statement.
We hope that you will find the new statement easier to understand.
Click here for a guide to our new Patient Statement.
Why do "preventive care" visits sometimes come with a bill?
The answer depends on what you talk about with your provider during the appointment. Health maintenance and physical exams are covered by your health insurance as long as only preventive health topics are discussed and recommended screening tests are performed.
Click here for more information and examples. Also available in Spanish.
Will Facey bill my insurance for services rendered?
Yes, Facey will bill your insurance company. It is very important to always bring your insurance card(s) to your appointment and ask the Receptionist to update any needed changes. This is the key step for Facey to bill your insurance on your behalf.
Facey Medical Foundation (Facey) will bill your primary insurance carrier. Please review and update your insurance information when you come to see your provider or review the back of your statement and submit any corrections or changes on the coupon provided. You may also call Patient Accounts at (877) 322-3963 to make these changes.
SECONDARY / SUPPLEMENTAL INSURANCE:
Facey bills secondary insurance carriers if you have provided us with both your primary and secondary insurance carrier information.
Which insurance companies have contracts with Facey?
Facey accepts most major insurance carriers. Please refer to the Participating Healthplans page for a listing of our contracted insurance carriers.
What does my insurance cover, what are my benefits?
For questions regarding your benefits/coverage, call your insurance company's member services department. The number is normally located on the back of your insurance card. It is the patient's responsibility to know the insurance benefits and coverage.
What am I responsible to pay and when?
DEDUCTIBLES / CO-INSURANCE:
Deductibles and co-insurance are due and payable upon receipt of your statement.
Co-payments are due at the time of service and may not be waived as per our health plan contracts. If co-payment is not made at the time of service it is due upon receipt of your statement.
Elective, cosmetic services are generally not covered by insurance plans. Facey's policy requires payment in full prior to the elective/cosmetic services being provided.
Does Facey accept credit cards?
Facey accepts most major credit cards. Patients may also pay with cash or check at the time of service. If you have received a statement from Facey you may use a credit card or check and mail your payment with the top portion of your statement. Or, phone our Patient Account's Office at (877) 322-3963 and give them your credit card. Facey's policy requires payment in full due upon receipt of your statement.
What if I forgot my insurance card?
If you do not have proof of insurance coverage it is Facey's policy to collect a deposit and apply this deposit to services rendered. When you locate your insurance card you may call Facey's Patient Accounts Department at (877) 322-3963 to provide your insurance information. We will then bill your insurance company and after payment is received we will refund your deposit.
What if I did not have sufficient funds when my check reached my bank?
Facey reserves the right to charge a fee for each returned check. This fee will be included in your next statement and is due upon receipt.
If I am a Facey patient and lose my insurance, what happens then?
Immediately contact the business office to inquire about our uninsured prompt pay discount or to discuss payment arrangements.
What if I do not agree with something on my bill?
Please contact the Business Office at (877) 322-3963 to discuss any Facey statement dispute.
How and Why do we obtain Personal Information?
Facey Medical Group uses personal information collected about you to provide you with the services you have come to expect from us. We use this information to provide you the highest level of health care services, to bill insurance companies and other payers for these services and to facilitate the day-to-day operations that support both tasks. Facey Medical Group may collect non-public personal information about you from any of the following sources:
How do we protect your Personal Information?
Facey Medical Group has always believed the protection of personal health information (PHI) to be what is right for our patients and a necessary business practice. We use information controls in keeping with industry standards and practices and we regularly adapt and review these procedures to respond to changing requirements and advances in technology. At Facey Medical Group, access to your PHI is restricted to our medical staff members and their support staff for the provision of your health care. Other staff members are restricted from access to your PHI unless they require access to provide you with additional services or to process claims for payment for care you receive.
As a Patient what Rights do I have?
As a patient,
How may I request a copy of my medical record?
We can fax, e-mail or mail you an authorization form for you to complete. You can also print one from this web site under forms as well as personally visit us at any Facey location.
Is there a charge for me to receive my medical records? What form of payment do you accept?
There is a charge of $15.00 which covers the first 60 pages of records. Anything beyond 60 is an additional $0.25 per page. There is no charge if the records are for continuing care, meaning we send your records to another medical provider. We accept check or money order. We also accept credit cards, but this form of payment must be made in person only.
May my spouse request and receive copies of my medical record?
Only if he/she is the executor or has power of attorney over your health-care matters. Otherwise, no they cannot.
What are the hours of operation for the Release of Information area?
Monday - Friday: 8:30 a.m. - 5:30 p.m.
Will you fax copies to my home or office?
We do not fax medical records to patients' homes. We will fax to your doctor's office or hospital if it is required for patient care.
Will you mail the records or will I have to pick them up?
We will mail the records, unless other arrangements are made in advance with a Release of Information staff member.
How long do you keep my medical records?
We follow California law for the retention of medical records. We destroy inactive medical records that are 7 years from the last date of service. For Pediatric patients we destroy 7 year from the last date of service until the patient reaches 19 years of age, whichever is greater.
How may I request copies of records from my last doctor visit?
Request them via a signed authorization form from us. If your visit was at the FMO, you may request them from the FMO's HIM office.
May I obtain a copy of my X-ray films from you?
Yes. please complete an Authorization of Release of Medical Information form.
When may I expect to receive a copy of my records?
We will provide a copy within 15 calendar days but we will make every effort to get them to you sooner.
Where is the Release of Information office located?
Our office is part of the Health Information Management department, located at 11333 N. Sepulveda Blvd., Mission Hills, California 91345.
What is the Release of Information mailing address?
Our Mailing address is:
Facey Medical Group
11333 N. Sepulveda Blvd.
Mission Hills, California 91345
Attention: Release of Information Department
What is the fax number for the Release of Information office?
Our Fax number is: 818-365-2890
Where do you mail copies of requested medical records?