Patient and Visitor Information

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 180 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 Providence Holy Cross Medical Center, Providence St. Joseph Medical Center, Henry Mayo Newhall Medical Center, Northridge Medical Center, Simi Valley Medical Center and San Gabriel Medical Center.

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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 call us at 855-359-6323 to verify that Facey accepts your insurance.

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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 before you can see Facey providers. HMO plan 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 tell them you would like to change to Facey Medical Group. They may ask who you would like to select as 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.

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My doctor says that I need to see a specialist; does Facey Medical Group have specialists practicing in that field?

Chances are good that we have the specialist you need! Our physicians and health care providers practice in more than 25 medical and surgical specialties. 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 tool on our website and searching for the specialty you need.

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Does Facey have specialists in all locations?

For the most part, yes. Here's a list of specialists by location. For the exact address or information on the physicians go to our locations page.

SAN FERNANDO VALLEY
Burbank	Mission Hills	Mission Hills Annex
Dermatology Patient Education Primary Care Rheumatology Sports Medicine Facey uses contracted providers for additional specialty services  in Burbank.	Behavioral Health Endocrinology Gastroenterology Infectious Diseases Nephrology Neurology Ob/Gyn (Women's Health)  Oncology/Hematology Ophthalmology Optometry Otolaryngology (ENT) Physical Therapy Podiatry Primary Care Pulmonology Rheumatology Surgery	Chronic Disease Management Patient Education
Northridge	Porter Ranch	Tarzana
Primary Care Patient Education	Dermatology Orthopedic Surgery Podiatry Primary Care Urology	Ob/Gyn (Women's Health) Primary Care Rheumatology
SANTA CLARITA VALLEY
Canyon Country	Copper Hill
Infectious Diseases Ophthalmology Optometry Patient Education Primary Care	Primary Care
Valencia I	Valencia Specialty & Women's Center
Behavioral Health Oncology/Hematology Primary Care	Dermatology Endocrinology Gastroenterology Neurology Ob/Gyn (Wom. Health) Orthopedic Surgery Otolaryngology Physical Medicine & Rehabilitation (a division of Pain Management)	Podiatry Pulmonology Rheumatology Skin Diseases Sports Medicine Surgery Urology
SIMI VALLEY
Simi Valley
Primary Care only - Facey uses  contracted providers for  specialty services.

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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.

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How do I get my prescriptions refilled?

To request a refill, please contact your preferred retail pharmacy. If your medication requires your physician's approval, your pharmacy will contact us to initiate a refill request. Please allow your care team at least 72 hours to process the refill request. If you require a follow-up visit with your provider before your prescription can be filled, your pharmacy will notify you directly.

Please be sure to call your pharmacy for refills before your supply runs out to avoid an emergency situation. If you need your prescription on the same day, make sure to tell your pharmacy so that they can try to accommodate your needs. Never assume that they will do the refill on the same day.

Get more information on prescription refills.

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How can I contact my doctor after office hours (evenings, weekends, etc.)?

If you call any of our offices when they are closed, you’ll automatically be connected to our 24-hour answering service. They will put you in touch with the Facey physician on call. 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. 

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Does Facey Medical Group have a toll-free number for long-distance callers?

Yes. Our local and toll-free primary switchboard numbers are listed on the Contact Us page. Direct-dial numbers and office hours for departments can be found under each site from our Locations page. Click on the name of the site you want for more detail.

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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.

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. If you have a minor concern, we encourage you to contact your doctor's office directly and speak with a member of the administrative team there. If you're still having trouble, please call our Customer Service team toll-free at 855-359-6323 for additional assistance. Formal complaints and grievances may be submitted confidentially by emailing us with details about your issue.

Which Facey Medical Group location is nearest to me?

With 10 office locations and two immediate care centers in the San Fernando, Santa Clarita and Simi Valleys, you can find Facey Medical Group care wherever is most convenient for you. Whether at home or work, we probably have an office close by.

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What are Facey Medical Group's hours of operation?

Our hours of operation vary between individual offices. Most offer extended hours on select days for adult primary care and pediatric services. To see the hours of operation for a particular office, click on a location's name within our locations directory.

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Can you give me driving directions to this Facey Medical Group location?

Yes. It's easy to view maps and get driving directions to the Facey clinic of your choice. Visit our locations page page and choose the location you wish to visit, then click the "Maps & Directions" link in the Office Information section of the page.

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 and ongoing care for most medical conditions.  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. 

Some insurance plans require a written referral from a primary care physician before you can seek 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:

• Family Medicine
• Internal Medicine
• Pediatrics

In addition to primary care, our clinics also provide specialty care in a wide range of medical fields.

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What do nurse practitioners do?  Can they serve as my PCP?

Nurse practitioners are registered nurses with advanced training who 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 of California and SCAN, do not allow nurse practitioners as a PCP (primary care provider). Facey has several nurse practitioners that work alongside primary care providers and take care of patients as a team. We have other nurse practitioners who work as part of a care team with our OB/GYNs.

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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.

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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 insurance plan, you're required to choose a PCP before you can seek treatment from any doctor. We suggest that you visit our locations page to find your preferred Facey office and review the credentials of our PCPs who practice there.

Even if you do not have HMO insurance, Facey prefers that patients choose a PCP. This both ensures that your health care is being coordinated by one doctor and allows you to build a relationship with a physician you trust. That doctor and your entire care team at Facey are then familiar with you and your health care needs.

Remember, you are always able to change your PCP within Facey Medical Group at any time, if you wish.

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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 who specialize 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, OB/Gyn, and pediatrics, you may schedule an appointment online using our provider directory, MyChart, or by calling the physician's office. If you need to find the phone number, visit our locations directory for the office in question or download a copy of our phone book. If you are in need of specialty care, please be aware that the process may be a bit different. Currently specialist appointments can only be scheduled over the phone. The specialist's office will ask what type of insurance you have and advise of any guidelines or referral processes you may need to complete.

 For all appointments, you will receive an automated reminder call 2 business days prior to your scheduled visit.

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What form of ID do I need to need for check-in at my appointment?

Federal law protects your financial and health-related information. For your security, 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, please check with a member of our clinic staff when scheduling your appointment.

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My parent or a caregiver often brings my child to their appointments. What do they need to bring with them?

The parent(s) will need to complete a 3rd party consent form in person at our office prior to the visit. "In person" is very important because for your child’s safety, we must verify the parent's photo ID and the form must be signed in front of a witness. Consent forms are valid for 1 year.

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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 here. 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 payment towards the cost of your first visit. 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.

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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 as much of your medical history as possible available for your care team at Facey Medical Group. Talk with your Facey provider if you aren’t sure that obtaining your previous records is necessary. If you wish to have your medical records forwarded to us, contact our health information management (HIM) team at 818-837-5668. They will provide you with a Medical Records Release form. You can also download it here. 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.

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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, immediate/urgent care and optometry (be sure to check with your vision plan to verify that Facey is contracted with them).

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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 providers (PCP). Occasionally, the number of patients they regularly see can become too large. Facey will temporarily close them to new patients 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 PCP.

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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 physicians, we are often able to schedule you with another provider on the same care team to address your immediate condition. We ask that you always call your regular physician first to see if they might be available or what direction you should follow. Facey also has two immediate care centers available in Mission Hills and Valencia. Your physician may refer you there for faster assistance

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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 us promptly to reschedule or cancel at your earliest convenience. You also have the option of canceling when you receive your automated reminder call from us 1 or 2 days prior to your appointment.

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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, 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. This flyer is 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. Immediate or urgent care is for conditions that would normally be treated by your physician– sprains, bronchitis, stomach issues, fractures, cuts, etc. Facey's immediate 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.)

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Since I’m a Facey patient can I just go to Urgent Care instead of seeing my physician?

Not for an ordinary concern.  Urgent Care is designed for those who suffer a sudden unexpected illness, minor injury or need to see a doctor immediately. Patients are seen on a walk-in basis according to the medical reason for their visit (patients with severe problems are seen first).  For an ordinary concern, we request that you schedule a visit with your regular physician.

As a reminder, you should always call 9-1-1 if you have a life threatening medical emergency.

Use Urgent Care for:

• Non life-threatening illness or accidents
• After hours care or when your doctor is unavailable
• When directed to do so by the Facey physician on-call

Do not Use Urgent Care for:

• Life threatening medical emergencies
• Routine physician appointments
• Vaccinations or flu shots
• Annual physical exams
• Prescription refills

Find a Facey Urgent Care Location

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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. Patients with 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.  The typical wait time is 30 – 90 minutes, but wait times vary depending on:

• Day– Mondays are very busy
• Time– usually before 10 AM and after 4 PM are busy 
• Season– expect longer wait times during flu season.  During these times the wait could be 2 hours.

How do I read my bill?

We've worked hard to make sure that your billing statements are easy to understand. Click here for a guide that explains what’s in your bill and how to contact us with questions.

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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.

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Will Facey bill my insurance for services rendered?

Yes, Facey will bill your insurance company. For your own peace of mind, it’s important to always bring your insurance card(s) to your appointment and ask the receptionist to make any needed updates or changes. This is the key step that allows us to bill your insurance on your behalf and reduce billing errors or delays.

PRIMARY INSURANCE:

Facey Medical Foundation (Facey) will bill your primary insurance carrier. Please review and update your insurance information when you come to see your provider. You can also review the back of your statement and submit any corrections or changes on the coupon provided. Want to save a stamp? You may also call our Patient Accounts team toll-free at 877-322-3963 to make these changes.

SECONDARY / SUPPLEMENTAL INSURANCE:

Facey will also bill secondary insurance carriers if you have provided us with both your primary and secondary insurance plan information.

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Which insurance companies have contracts with Facey?

Facey accepts most employer-sponsored insurance plans, plus a variety of individual and small-group plans. Want to see if we take yours? Check the participating healthplans page for a current listing of our contracted insurance carriers and accepted plans.

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What does my insurance cover, what are my benefits?

Everybody’s health insurance is a little different and it is your responsibility to know your insurance benefits and coverage before you seek care. For questions regarding your benefits and coverage, call your insurance company's member services department. The number is normally located on the back of your insurance card.

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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:
Co-payments are due at the time of service and are required by your health plan as part of their contract with us. If your co-payment is not made at the time of service it is due upon receipt of your billing statement.

COSMETIC SERVICES:
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.

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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. You may also call our Patient Accounts team toll-free at 877-322-3963 and provide your credit card information over the phone. As a reminder, Facey's policy requires payment in full upon receipt of your statement.

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What if I forgot my insurance card?

If you do not have proof of insurance coverage we will collect a deposit and apply this deposit towards the cost of services you are billed for.  When you locate your insurance card you may call our Patient Accounts team at 877-322-3963 to provide your insurance information. We will bill your insurance company and refund your deposit after payment is received.

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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.

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If I am a Facey patient and lose my insurance, what happens then?

Immediately contact the business office to inquire about our “prompt pay” discount for the uninsured or to discuss payment arrangements.

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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.

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What are the hours of operations for the Facey Business Office?

Our Business Office hours are:

Monday - Friday, 8:00 a.m. - 5:00 p.m.

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:

• From you or your representative on application forms (such as, name, address, social security number, date of birth, phone number)
• From claims activities (from insurance companies or other government providers and co-payers).
• From interactions with other health care providers (such as, physicians offering specialty services such as cardiology, oncology, imaging and laboratory services).
• For verification and consumer reporting services (such as, insurance and government payers and credit and collection agencies).
• From you or your representative regarding your preferences (such as, to make confirmation calls to your home or work number, to send clinical information to your home or another address).
• From other sources with your consent or the consent of your representative (such as, from your employer, legal counsel or another family member).

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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, 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, assistance, or to process claims for payment for care you receive.

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As a Patient what Rights do I have?

• As a patient,
  
  You have the right to inspect and copy the PHI in your medical and billing records.  To inspect and copy your medical records please complete and sign an Authorization for Release of Medical information by submitting your request to our Release of Information department. This form can be downloaded by clicking here. Our mailing address is:
  
  Facey Medical Group
  11333 N. Sepulveda Blvd.
  Mission Hills, California 91345
  Attention:  Release of Information Department
  
  If you request a copy of the information, we may charge a fee for the copying and mailing costs, and for any other costs associated with your request.

• You have the right to amend your medical information.  You may request in writing an amendment to your medical information.  You must submit an Authorization for Amendment along with a written statement. Requests should be made to our Release of Information Department (address above).  Requests need to be in writing.
• You have the right to receive an accounting of disclosures for purposes other than treatment, payment or health care operations.  The request needs to be in writing and addressed to the Release of Information Department (address above). The organization will not list disclosures made more than six years before your request.
  
  The list is free one time in any twelve-month period. There will be a $15.00 charge for additional lists in the same twelve-month period.
• You have the right to request restrictions.  You may ask us to restrict or limit your medical information, as it applies to treatment payment or health care operations.  Such restrictions can include family members and friends.  We are not required to agree to a restriction that you may request if your physician believes it is in your best interest to permit use and disclosure of your PHI.  To request a restriction, please complete a request for Restriction and send it to the Release of Information Department (address above).

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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 a copy of the form at home or personally visit us at any Facey location.

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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.

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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.

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What are the hours of operation for the Release of Information area?

Monday - Friday: 8:30 a.m. - 5:30 p.m.

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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.

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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.

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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.

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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.

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May I obtain a copy of my X-ray films from you?

Yes.  please complete an Authorization of Release of Medical Information form.

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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.

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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.

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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

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What is the fax number for the Release of Information office?

Our Fax number is:  818-743-5343

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Where do you mail copies of requested medical records?

• Records for continuing care may be mailed to a physician at no charge to the patient.
• Records may be mailed to an attorney and appropriate charges will be collected from the patient.
• Records may be mailed to Social Services/Disability at no charge to the patient. 
• Records may be mailed to insurance companies; if applicable, the insurance company will be billed.
• If records are mailed to you, advance payment is required. Records will be held for 180 days. If payment is not received by then, the copies will be destroyed.