Frequently Asked Questions

Here are some answers to the questions we receive the most about our services. If we missed anything, please do not hesitate to contact us. We’ll be happy to help.

Appointments:

How do I make an appointment?

To make an appointment at any of our locations, call 844-599-3700.

What is the best time to call?

Our phone operators begin taking calls at 7:00 a.m. and receive hundreds of calls each day. In order to reduce your wait time on the phone, we encourage you to call during non-peak hours, if possible. Although not always predictable, a person calling between 10:00 am and 5:00 PM can expect lesser wait times, although the lunchtime period is also very busy. Please remember, if you are experiencing a medical emergency, call 911.

Can an adult, other than parents/legal guardian of a child, bring the child in for their medical visit?

The parent or legal guardian must be present at the first visit to authorize treatment. However, at subsequent visits, an adult who is not a parent or legal guardian can bring the child in for a medical visit IF and ONLY IF they have a note signed by the parent/legal guardian authorizing them to bring the child for medical treatment. Our staff will verify that the signature on the note belongs to a parent/legal guardian before the child can be seen by a provider.

Can I make an appointment for someone else?

Yes, you can make an appointment for anyone. However, you can only get information on an appointment for yourself, unless you are a parent getting information on your child’s appointment.

Can I make an appointment today?

Yes, if you do not have an appointment and need to see a provider, you have a few options. First, if you are a current patient you may call for a same-day appointment. The call center opens at 7:00 a.m. ready to assist you. Each day, there are several appointments dedicated to same-day appointments. A second option is to walk-in to any of our locations and be seen by the first available doctor. A walk-in patient is seen when someone does not show up for her/his scheduled appointment. If you choose this option, we will do everything possible to see you as soon as possible and before the Health Center closes. However, it is possible that you may not be able to see the doctor today. Due to heavy schedule, we cannot predict or guarantee how long your wait will be.

What is your walk-in policy?

Greater Family Health’s walk-in policy is that all walk-ins will be seen on a first come first served basis, with the exception of sick children who have priority. If you are a walk-in patient (you do not have a scheduled appointment), you have three options when you visit our Health Center: 1. If you have chest pain, acute pain, are bleeding or otherwise have a health emergency, you should proceed to the Emergency Room. 2. Schedule an appointment with the receptionist. We will offer you the next available appointment with the doctor. 3. Wait for the next available appointment slot that becomes available. If you choose this option, we will do everything possible to see you as soon as possible and before the Health Center closes. However, it is possible that you may not be able to see the Doctor today, even if you chose to wait.

How long will I have to wait for an appointment slot as a walk-in?

How long you wait depends on two factors: 1. The number of patients on the walk-in list ahead of you; and 2. The number of providers providing care at that time. We cannot promise you will get an appointment slot. We do our best to see all walk-ins, however, there may be more walk-in patients than there are available appointment slots. We recommend you arrive as early as possible to ensure you get an appointment slot.

Do you offer evening or weekend appointments?

Yes, Greater Family Health offers evening and weekend appointments.

If I’m under 18, can I come in alone for my medical appointment?

No, we are required to get permission from your parent or legal guardian to provide medical services. Your legal guardian must be present at your initial visit.

What is the appointment policy?

As of 9/18/2017, we ask that you arrive at least 15 minutes if you are an ESTABLISHED PATIENT and 30 minutes if you are a NEW PATIENT before your appointment time. There are many forms that need to be completed during registration and arriving early to your appointment will help us move everyone along, ensuring you will see your provider on time.

Additionally, we have the following policy that patients should be aware of:

NEW PATIENTS need to be CHECKED-IN with the receptionist at least 10 MINUTES BEFORE their appointment time or they will not be seen at their scheduled time and can choose to wait and be seen as a walk-in patient.
ESTABLISHED patients need to be CHECKED-IN with the receptionist 5 MINUTES BEFORE their appointment time or they will not be seen at their scheduled time and can choose to wait and be seen as a walk-in patient.

Please help us ensure everyone’s appointments run smoothly by arriving early.

Fees:

How much will it cost for my visit?

The cost of your visit depends on what occurs during your visit and any tests the doctor may order. Our fee schedule is comparable to other medical fees in the area. Additionally, we offer a sliding fee discount for eligible patients. Click here for more information.

What are poverty levels?

Poverty levels are set by the federal government and are updated annually. Poverty levels are based on household income and the number of members in your family.

Do I have to pay today?

Yes, payment is expected at the time of service. If you cannot pay for all your fees, you can pay a portion today and make payment arrangements with the cashier. It is our policy that no one will be turned away for an inability to pay.

I have insurance, can I still be seen?

Yes! Please visit our Paying for Your Visit page for a list of public and private insurance plans that are accepted at our Health Centers.

Providers:

I’m pregnant and need an appointment for prenatal care. Do you have OB providers?

Yes, we have OB providers. We also offer delivery by a certified nurse midwife or a certified women’s health nurse practitioner. You will start your prenatal care with a qualified family practice provider and transfer to an OB as your pregnancy progresses.

Does my parent have to authorize a visit for birth control?

No, the law allows minors between the ages of 12 and 18 to authorize treatment for family planning matters. Family planning matters include: Pregnancy testing, STD testing, and birth control.

How can I reach a medical or dental provider when the Health Centers are closed?

When our Health Centers are closed, registered patients may reach a medical or dental provider by calling 844-599-3700. You will receive instructions on how to access the provider on call.

Why is my pap smear appointment with a family practice provider?

Pap smears and family planning are part of the routine medical care that is offered by family practice providers. You will be referred to one of our gynecologists if your condition requires a specialist.

Are your providers board certified?

Yes. Our practitioners are fully credentialed and licensed by the State of Illinois. All providers are board certified or board eligible in their specialty.

Do your practitioners have malpractice insurance?

Yes. Greater Family Health receives HHS funding and has federal Public Health Service (PHS) deemed status with respect to certain health or health-related claims, including medical malpractice claims, for itself and its covered individuals. For more information, visit the Health Resources and Services Administration website. All Greater Family Health medical, dental and behavioral health practitioners are privileged and credentialed by our Board of Directors. Additionally, Greater Family Health is a Federal Tort Claims Act (FTCA) Deemed entity/facility. Greater Family Health is a Health Center Program grantee under 42 U.S.C. 254b, and a deemed Public Health Service employee under 42 U.S.C. 233(g)-(n).

Other:

I am working, can I receive care?

Yes. You can use our medical, dental, or behavioral health services regardless of whether or not you are employed. Many people who are uninsured and employed still qualify for our Discount Program. Please visit our Fees page to learn more about our sliding fee scale and the Discount Program.

How do I get a copy of my medical or dental record?

Patients, parents, or guardians may request medical records. Patients will need to come into the Health Center and a receptionist will provide a medical records release form to be filled out. Patients will indicate to whom the records will be released (patient or another medical facility/doctor’s office). Typically, medical records are released in 5-7 business days but will be sent not later than 30 days after the request. Patients may indicate if a release is urgent to expedite the process.

If I call, can you tell me if my child has been seen by a provider?

No, we cannot release this type of information unless we have a signed release of information form.

What is the Joint Commission?

An independent, not-for-profit organization, The Joint Commission is the nation’s oldest and largest standards-setting and accrediting body in health care. To earn and maintain The Joint Commission’s Gold Seal of Approval™, an organization must undergo an on-site survey by a Joint Commission survey team at least every three years.

Greater Family Health is proud to have The Joint Commission’s Gold Seal of Approval™! When you see this seal, you can be sure that our organization is dedicated to your quality, safe care. Learn more about The Joint Commission.

What happens if I have a concern that has not been resolved?

If you, as a patient of Greater Family Health, have a concern about patient care or safety that has not been addressed, please ask to speak with a manager in order to resolve the issue.

What hospitals do you work with?

Advocate Sherman Hospital, AMITA Health Alexian Brothers Medical Center, AMITA Health St. Alexius Medical Center, AMITA Health St. Joseph Hospital – Elgin, Northwest Community Hospital, Northwestern Medicine Kishwaukee Hospital, Northwestern Medicine McHenry Hospital, Northwestern Medicine Huntley Hospital