Dr. Quan & Associates, Optometrists
FAQ office policies:
RX prescription reprints: Our Doctors will always give you your prescription and receipt at the completion of your eye exams. However, if later you lose or misplaced your RX, and you want another copy,
in accordance with Alberta health privacy and information act, we need
to ensure your ID and record your request, to ensure that your personal health
information is not being delivered or released to the wrong person.
In order to verify your ID, we need:
a. Complete name, first and last, as spelled in the medical chart previously
b. DOB date of birth (as we can have many different patients with the same name)
c. Approximate date and location of your last eye exam
d. And the fax number where you want it to be faxed at, with the area code.
e. Your Phone number or contact in case we need to verify or confirm information provided (if it differ from the medical chart file)
f. And if the request come from someone else than the patient directly (example another optical, another doctor), we usually need the signed release consent form, signed by the patient.
Please allow us time to complete your request as the Doctor usually have to verify the medical chart before re-issuing the RX.
RECEIPT reprints: Due to accounting requirements and insurance fraud prevention requirements, we can only issue one original copy of the receipt, it is done at the completion of your eye exam. If at later date, you require another copy displaying duplicate, there may be extra fees. (we need the usual ID information)
EMAILS requests: IF you prefer to have your RX copy or receipt emailed to you, or if you have any other health questions or request via email, we have to ensure that your email is valid and belong to you, and that there is no error in the email address, AND we need your CLEAR AUTHORIZATION that you want the RX (or health information) to be EMAILED to YOU. In order to process the request by email, please email to us FIRST (at firstname.lastname@example.org) an email displaying the following information:
a. Complete name as spelled in the medical file
b. DOB date of birth
c. Date and location of your last eye exam
d. AND YOUR CLEAR EXPRESS AUTHORIZATION that you want us to email (unsecured) your medical data back to you (example that you authorized dr quan company to email your rx by email back to you)
only then we can reply to your email with the requested information and can send your private health information by email.
PHONE and RECORD system: as we are required by alberta health information act and as the standard of care of optometry, to properly record every request made by the patient, to ensure proper protection of your ID and personal health information, and to ensure proper and timely process of your request, we need to have a copy of your request on file.
How? either written (by email, fax), or you can efficiently leave us a recorded voice message in our phone system. Every message that we received, are properly recorded and archived. It is to ensure that no errors are made, and that we have the proper consent to do actions on your behalf. (for example, you request us to fax to specific fax number, or ask us to release information to a different provider, or ask us to change referral to a different doctor, make or cancel or change appointments with doctors or specialists, etc..)
INSURANCE requests: From time to time, your insurance company may conduct random audit and verify your claims. As insurance companies are not health care providers and are not health information custodians, we cannot release any information or confirm questions about services provided without a proper signed release consent form signed by the patient. Please ensure that your insurance company follow the proper procedures for claims verifications.
INSURANCE claims and verification: After your eye exam, the doctors will give you a unique numbered standard receipt and RX that will have ALL the information required by the COLLEGE of optometrists and the accounting requirements. The doctors are required to sign, and provide to patients rx and receipt all information that are compliant to all regulations. Our receipt is a standard receipt that is widely accepted by all insurance companies.
Because each insurance company may have different claims protocols or different requirements, we cannot make or reissue receipts again for a small specific insurance company.
Unfortunately, some insurances companies started recently to make it difficult for patients to claim, and started to ask patient different questions, and demand further clarifications even if ALL the information is already in the receipts or RX that the doctor gave you.
below are some of the different and unique ways that some insurance may ask:
1. Qualifications, credentials, titles, occupation = Optometry, optometrist, eye doctor
2. license, registration, or ID number of doctor = it is the same 3 or 4 digits number that the doctor have already written down on your bottom RIGHT of your receipt and RX.
3. Office Address, phone = same location as where you saw the doctor, it is also on top of the receipt. please also see the LOCATIONS links on this website
4. Doctors personal phone numbers: Due to privacy, we cannot give out doctors personal phone numbers to insurance companies. Our office phone numbers is on the receipt = 18883812677
5. Doctors full names: it is displayed on the online appointment booking site when you booked your appointment.
Dr Shelina MULJI, Dr Alison HARAPIAK, Dr Aarti NAYAR, Dr Kobie LEE, Dr Ho TZE, Dr Anne ENG, Dr Bonita OBRIEN, Dr Paulina CHOW, Dr Sheila POON, Dr Angie POON, Dr Sanya ONG, Dr Jared STEBLIN
Dr Oesa ENG, Dr Ilyaliz ARRIAGA, Dr Hue TU, Dr Daniel OSMAN, Dr Amol PATIL, Dr Jasleen MAHIL, Dr Noreen SHIVJI, Dr Fatima DHARSHI, Dr Mandeep CHEEMA, Dr Stef DeFILIPPO, Dr Amrita MAHAL, Dr Nguyen QUAN
we thank you for your understanding and cooperation.