We are pleased you have chosen Diablo Valley Oncology / Hematology Medical Group for your medical care. Our expertly trained physicians and professional staff strive to provide outstanding medical care to our patients by utilizing innovative technology and treatment in an atmosphere of respect, compassion and support. We are always available to assist you with questions regarding all aspects of your care. This section describes our practice and our policies and procedures to help us serve you better.
Reception
CHECK-IN
Our receptionists, like everyone who works at Diablo Valley Oncology / Hematology Medical Group, share the same vision, to provide compassionate and comprehensive care to our patients. They are friendly and professional and do everything they can to make patients feel welcome, comfortable, and supported. We recognize that first impressions are important which is why we have hired individuals who are the cream-of-the-crop! Our receptions give the very best individual care and recognition to each and every patient.
When you visit us, whether for the first time or for follow-up visits, you will be greeted warmly and respectfully. Our reception area is designed with a consultation style, one-on-one seated arrangement so that patients can have a confidential conversation with our receptionists.
Please bring you insurance card with you for each visit and inform us immediately if you have any changes to your insurance. If you are receiving chemotherapy you may bring a family member. Space is limited in the Infusion Center and it is best to have only one family member per patient.
PHONE CALLS
You may call our office with any questions, concerns, or to schedule an appointment with one of our physicians at 925-677-5041. We are available to assist you Monday through Friday, 9am to 5pm.
All medical/treatment questions are handled by our trained triage specialists who attempt to answer each call as it comes in. Occasionally, you may need to leave a message. The triage specialist consults with your physician or nurse practitioner regarding your medical question. Every effort is taken to call you back by the end of the day with answers, specific instructions, and/or an appropriate course of action.
If you are having a life threatening medical emergency CALL 911 or go to the nearest emergency room. When checking in at the hospital emergency room, ask them to notify us immediately. If you are experiencing a medical emergency after hours, please call our office at 925-677-5041 and the answering service will page the on-call physician. The on-call physician is available only for medical emergencies. For non-urgent issues, please call during regular business hours.
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Appointments
NEW PATIENT APPOINTMENTS
As a new patient to our practice you will be scheduled for a one-hour appointment with the physician for a complete history and physical examination. This appointment will give you the opportunity to connect with your physician and to begin the process of relationship building so necessary to successful medical care. Feel free to ask questions and communicate any concerns at this time. We see patients on a referral basis as well as for a ‘second opinion’. We make every effort to schedule your appointment in a timely manner and to accommodate your individual needs.
Please click here to download our Patient Registration form, then complete and bring with you to your first appointment.
FOLLOW-UP APPOINTMENTS
Your follow-up appointments will be scheduled with your physician or nurse practitioner after each appointment. Our receptionists are highly skilled with scheduling follow-up appointments that accommodate your individual needs. If you have not been seen in our office for more than one year, you will be scheduled for a one-hour appointment for a complete and comprehensive visit with your physician.
SECOND OPINIONS
If you have already received an initial diagnosis, you may feel the need for a second opinion. After all, this is one of the situations in life when you need to be as well informed as possible. It is not unusual to request a second opinion and your primary physician can provide this referral for you. Or if you prefer, you can contact our office and we will arrange this appointment for you.
Please click here to download our Patient Registration form, then complete and bring with you to your first appointment.
CANCELLATION/NO SHOW POLICY
Please call our Pleasant Hill office at 925-677-5041 if you need to cancel or reschedule your appointment at any of our locations. We request a minimum of 24 hours notice for appointment cancellations. Missing scheduled appointments and/or repeated failure to cancel appointments in advance could result in administrative charges which will be your responsibility and cannot be billed to your insurance company.
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Medical Care and Treatment
PRESCRIPTION REFILLS
If you are on medications prescribed by our office and you need a refill, it is best to ask your physician or nurse practitioner for a new prescription at the time of your appointment. However, if you need a refill between appointments, have your pharmacy fax the request to our office at 925-677-5027. Please allow sufficient time for us to handle your prescription refill needs. We can normally process your request within 48 hours. (Please note that opiate prescriptions can only be refilled with a written prescription.) Please call us ahead and make arrangements to pick these up at our office.
INFUSION THERAPY
If you require treatment with chemotherapy, biologic or immunotherapy, antibiotics or a combination, you will first be scheduled for counseling with a nurse practitioner. This is usually a 30-minute appointment during which the nurse practitioner will go over the treatment regimen your physician has ordered for you. The nurse practitioner will explain each of the medications, the potential side effects and how to manage them and the scheduling and usual course of events. You will be provided with a consent form, educational materials and information on outside community resources. You may which to come to this appointment with a prepared list of questions, and you should bring a family member, caregiver or friend with you. We will make every attempt to answer all your questions and make sure that you understand the treatment regimen that you and your physician have agreed upon.
CHEMOTHERAPY ADMINISTRATION
We are fully staffed with chemotherapy certified oncology nurses. We use standardized protocols and have a strict quality assurance program. Chemotherapy and other treatments are administered in our Infusion Center unless your insurance company dictates otherwise. Some insurance companies require preauthorization prior to treatment. Appointments for treatments will be scheduled with our staff in the Infusion Center. When you are having treatment, you may bring a family member with you. Space is limited so it is best to have only one family member per patient. For safety reasons, children are not allowed in the Infusion Center. Treatments lasting longer than 4 hours will be scheduled to start by 10:00am. Shorter treatments may be given in the afternoon. Shots are given Monday through Friday between the hours of 2:00 and 4:00 pm and on weekends at 10:00am. We will do our best to accommodate you in scheduling your appointments.
CLINICAL TRIALS
In an effort to provide our patients with access to the latest drugs and cutting-edge treatments we participate in a variety of clinical research trials, administrated by the Bay Area Cancer Research Group or by the clinical trials office at John Muir Medical Center. Your physician or nurse practitioner may discuss a research protocol with you. You may also ask us whether there are any research trials appropriate for you.
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Tests
LABORATORY
For your convenience we perform a variety of laboratory tests in our office. Your insurance may require you to have laboratory work done elsewhere. Your physician or nurse practitioner will inform you if your laboratory studies need to be drawn prior to your appointment day or if they can be drawn at our lab on the day of your appointment. Your physician or nurse practitioner may order tests from outside laboratories that are a necessary part of your diagnostic evaluation and ongoing medical care. Unfortunately, your insurance company may not pay for some tests. We do not assume financial responsibility for costs not covered. We will provide your insurance company with the documentation and rationale for the medical necessity of the testing, but payment for those tests is your responsibility.
DIAGNOSTIC IMAGING
If your physician or nurse practitioner orders diagnostic imaging studies (such as CT, PET or MRI scans), you must schedule these tests at facilities authorized by your insurance company. In our facility, we offer PET/CT and diagnostic imaging. Testing should be scheduled so that results are available before your next scheduled appointment with us.
TEST RESULTS
Your physician or nurse practitioner will discuss your test results with you at a scheduled appointment. Our staff cannot give test results directly to patients unless the physician has authorized release of specific information. However, the staff will make a follow-up appointment for you if you do not already have on.
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Insurance, Records, Forms
MEDICAL RECORDS
If you require copies of your medical records you will need to contact our Medical Records Department. Our staff will process your request within 10 business days. A signed release of information is required in order for us to provide your records to anyone other than you. There is a charge for copying medical records. Payment for these records must be received at the time they are picked up.
DISABILITY FORMS
If you need disability forms completed, you should bring or mail them to our Pleasant Hill office (Attention: Back Office M.A.). Forms take 7 to 10 business days to process and are completed in the order in which they are received. There is a charge for all disability form requests and other types of administrative reports.
ACCEPTED INSURANCES
We accept Medicare and most insurance plans. We also participate in several HMO networks, including John Muir Medical Group. You must bring your insurance card with you for each visit and inform us immediately if you have any changes to your insurance.
CO-PAYS, DEDUCTIBLES, AND CO-INSURANCE COLLECTION POLICY
We require all co-pays, deductibles, and co-insurance to be paid at the time of service by cash, check, or credit card. If you have deductible or a co-insurance we will inform you of what your payment will be in advance of your visit. We are required by law to collect co-pays at the time of each visit to our office for service of any kind.
INSURANCE BENEFITS REVIEW/BILLING POLICY
We will develop an insurance benefits summary and review it with you prior to your treatment. This summary will explain the cost of your treatment, what your insurance will cover, and the portion you will be responsible to pay (deductible or co-insurance amounts). We are happy to bill up to two insurance companies on your behalf. If you prefer, you can submit the bill(s) to your insurance company. Our trained billing staff is available to provide individual review of your insurance explanation of benefits (EOBs) and to assist you with all financial aspects of your medical care.
PATIENT ASSISTANCE PROGRAMS
We will research any and all Patient Assistance Programs available through pharmaceutical companies and foundations that may apply to your medical and/or financial situation. If you qualify, we can assist you with the application and guide you through the process.
FORMS
The following forms are available for download in adobe pdf format. Acrobat Reader is necessary to view these forms and is available free.
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Resources
American Cancer Society
Association of Cancer Online Resources
National Cancer Institute's Cancer Trials Support Unit
Cancer411.org
Cancer Care, Inc.
Cancer Hope Network
Cancer.Net
Cancer News on the Net
Cancer Research & Prevention Foundation
National Cancer Institute's Cancer.gov
Center Watch Clinical Trials
FORCE: Facing Our Risk of Cancer Empowered
Lance Armstrong Foundation
National Coalition for Cancer Survivorship
Patient Access Network Foundation
Patient Advocate Foundation
The Ulman Cancer Fund for Young Adults
Vital Options International
Young Survival Coalition
The Wellness Community
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PHYSICIANS 
