Frequently Asked Questions


GENERAL INFORMATION



WE ARE EXPECTING A CHILD OR WE RECENTLY MOVED HERE WITH OUR CHILDREN. CAN WE MEET YOU?

We are happy to meet with prospective patients and encourage you to do so before you need us. We schedule meetings at the end of the day. Please call our office to schedule an appointment. There is no charge for this meeting.


HOW LONG DOES IT TAKE TO GET A WELL CHECK APPOINTMENT? HOW FAR AHEAD CAN I BOOK IT?

We schedule well checks up to 1 year in advance. The earlier you contact us the better able we are to accommodate your requests.


DO YOU ACCEPT WALK INS?

We provide same day appointments but if those are all filled or you have an urgent need we will accommodate you the best we can. Depending on medical need, you may have to wait until the scheduled appointments are seen and be worked in as well as we can. Well care, because more time is allotted, cannot be done on a walk in basis.


HOW DO I TALK TO A DOCTOR OR NURSE ON THE PHONE?

If you call during office hours and need help with a medical issue, please leave a message and our receptionist will record the message and direct it to the appropriate person. We always call back the same day but be sure to leave us several phone numbers. If you call after hours, listen to the recording. After 5:00PM, please press 0 and leave a message with the answering service.  If you are a patient with IeHP insurance, please call the 24/7 nurse advice hotline at (888) 244-4347.
Unless your child has a true emergency of the 911 type, we would prefer that you call us. Sometimes the emergency room is not the most efficient for minor problems and you may have to wait a long time. We might refer you to a pediatric urgent care or be able to get your child through the night without being seen. If it is late at night and it is appropriate, we may tell you to go to the emergency room.


CAN I ASK QUESTIONS BY E-MAIL?

For questions regarding non-emergent patient care, please use the email, admin@apexpediatrics.net. Please remember that if it is an emergency, utilize any of our phone numbers to speak with a doctor or after hours staff.


HOW CAN I GET A REFILL ON MY CHILD’S PRESCRIPTION?

​The simplest way to obtain a medication refill is to use have the pharmacy send us a refill request form.

​Call the pharmacy where your prescription was last filled and request the pharmacist contact us for authorization.  If you are unable to use the portal or your pharmacy is unable contact us, please call during weekday office hours and leave a message on our refill line. This allows us to review your child’s chart.  Please have the name of the medication, dosage, and your pharmacy information available.

Please allow 48 to 72 business hours for us to refill your prescription requests.  Please contact your pharmacy first to see if the prescription is ready to be picked up. (Since we want to give you the most consistent help, we may hold a request if the physician that last filled it has the day off.)

As a general rule, we do not refill prescriptions for antibiotics unless the need to do so is documented in your child’s medical record as part of ongoing medical treatment. Otherwise, antibiotics can be prescribed only after an exam.

For ADD/ADHD medications - These medications cannot be refilled by contacting your pharmacy nor handled via email. Please call during weekday office hours and leave a message with our receptionist. Have the name of the medication, dosage, and your pharmacy information available. We will call you when your prescription is ready to be picked up.


WHY DO YOU NOT ALLOW ME TO BRING IN MORE THAN 2 CHILDREN AT A TIME FOR CHECKUPS?

In order for our doctors to give the attention and concentration necessary for a complete physical, they have requested that they see no more than 2 children in a family in the room at a time. If 2 adults come in with 3 or four children, they can be split up into 2 separate appointments either sequentially or with different doctors. This rule, of course, is waived for triplets.


CAN WE SEE THE SAME DOCTOR EVERY TIME?

​If you book your checkups well in advance chances are great that you can see the doctor you prefer. For sick or emergency visits your child will be seen but none of the doctors is here every day and sometimes the one you prefer has a full schedule of physicals. Most people like all of our doctors.


UP TO WHAT AGE CAN MY CHILDREN CONTINUE TO COME HERE?

Until they turn 20.


PROCEDURES


WHY DOES THE FRONT DESK VERIFY MY INFORMATION EVERY SINGLE TIME I COME IN?

Sometimes people move and forget to tell us, change their phone numbers, have a new insurance policy, have a different emergency contact, etc. In order to contact you for lab results or other medical matters, send a reminder for your next physical and bill your insurance, we have to have current information. We know it may be annoying but it is for your child’s welfare.


WHY DO I HAVE TO CHECK OUT IF I DON’T NEED TO PAY?

Checking out is not necessarily for payment but for the receptionist to mark that your child is leaving and to make any future appointment that you doctor may have requested.


WHAT HOSPITALS DO YOU USE?

We see newborns at St. Bernardine Medical Center, which also has an excellent emergency room which is certified to care for children. Both of those departments are excellent. However, at this time there is no pediatric unit. If your child needs to be hospitalized we usually use Community Hospital of San Bernardino. For more complex issues we might send a child to Loma Linda University Medical Center or another specialized unit.


HOW DO I SEND MY RECORDS TO ANOTHER DOCTOR IF I MOVE?

You can request your records through the form on this website (record request form). There is a small fee for this service and it will take 7-10 business days. If you know ahead of time when you are moving, the most efficient is for you to pick them up yourself.


BILLING


DO YOU KEEP A CREDIT/DEBIT CARD ON FILE FOR PATIENTS?

No. Unfortunately, we do not accept credit cards for copays in our office.


WHAT TYPE OF PAYMENTS DO YOU ACCEPT?

Cash, or checks.


​WHY DO YOU CHARGE FOR FILLING OUT FORMS OR UPDATING A VACCINE CARD?

We do not charge if this is done in the course of your child’s visit. If you need a form for camp, school, sports, etc., at another time, the doctor must review the chart to see if there has been a checkup within the appropriate time, fill out the form, print relevant information, scan it into the chart and give it to a staff member. The staff member then calls you or mails the form. 

This takes time for both the doctors and staff and employee time equals cost.


WHY DO WE HAVE TO PAY ANOTHER COPAY IF THE DOCTOR TOLD US TO COME BACK?

Your insurance company requires a co pay every time you see a doctor.  We cannot legally waive this. Also, your insurance company requires that you pay your deductible at every visit until it is met.

pediatric clinic