FAQ

We know you have questions. Below are some of the most common questions we hear from patients. If you don't find answers to your concerns below, reach out and we will figure it out together.

How do I contact my doctor? What if it’s after business hours?


We offer three options for our patients. You can contact us 24/7through our portal access, call us during business hours at 970-259-3110, and we offer on call access outside of normal business hours. While our doctors are on the move seeing patients, a knowledgeable staff member often has just the answer you’re looking for. When they don’t, we’ll work to communicate with the docs themselves as soon as they can spare a moment between patients.




Can I schedule a consultation?


Absolutely. We’re always happy to see new faces, and welcome the opportunity to learn about your health history, goals, and needs. As we get to know you better, we get to provide better and more customized care. New patients, please call our office at 970-259-3110. Current patients can schedule a consultation through the online patient portal.




Do you accept my insurance?


We accept most insurance carriers including Medicare and Medicaid. Check with your insurance provider or online tools to verify that we are in network. The LPFM team will confirm your insurance as part of the registration process. Be sure to bring along a copy of your insurance card to your appointment. Uncovered balances and copays are due on the day of service.




How do I get prescriptions refilled?


Submit a request through your patient portal or give us a call, allowing up to 72 hours processing time. You can also call your pharmacy to request refills and they will initiate a refill apprpoval with your doctor.




How do I request my medical records?


We're serious about protecting the confidentiality of your health information, which means several steps are involved before we hand over medical records. Submit the records release form to our office. Most requests are fulfilled within 2 weeks funless clarifying information is needed.




What if I can't make my appointment?


Everyday life is busy and things come up! If you need to cancel or reschedule your appointment for any reason please call in advance. By giving notice, you might be giving another patient the opportunity to use that appointment time. We do employ a small fee to appointments missed without any notice given. We hope you understand this helps our practice continue to run smoothly and efficiently.




What if my bill doesn’t look right?


If anything on your bill looks amiss, call 970-375-3637. While we do our very best to minimize mistakes in the first place, our billing team members are pros at righting wrongs. They’ll walk through your bill, identify errors, and make corrections ASAP.




I was seen by a doctor at this practice a few years ago – Why am I considered a “new patient?"


If you have not seen one of our doctors in the past three years you will be considered “new” to our practice. All we would need out of the ordinary is your patient intake forms filled out again.




What if my diagnosis requires specialized care?


Medicine is not one-size-fits-all. In some instances, to give you the best outcome possible, we call on the help of specialists. Together we’ll find the right expert for you and partner with them in seeing your treatment all the way through.




How do I provide feedback about my office visit and care?


We take your feedback seriously. You will get a link for a survey associated with your visit. Please take time to fill this out and it will be reviewed and actions taken as necessary. To submit annonymous feedback, you can fill out "secret patient form" which will be reviewed by the Patient and Familiy Advisory Comittee team. You may submit your form by mail or by dropping it off at the office with ATTN: Quality Team.




How can I get involved / help / influence change at LPFM?


Consider membership to the PFAC team (Patient and Familiy Advisory Comittee). This team meets at least quarterly, works on ways to improve La Plata Family Medicine, and acts as the "voice" of the customer.




Is your practice affiliated with another organization?


No. We are an independent primary care practice, providing quality care for our community.




Are there resources available to help coordinate my care? Do you have anyone available to help me manage my conditions?


Yes. We have a full team available to provide extra help in between visits with your doctors to coordinate referrals and orders, to coach diet, exercise, and track health related data.




When can I expect a call back after leaving a voicemail?


We strive to answer your call live, however, during high call times we might not always be able to get to you right away. We are committed to return 100% of voicemails within 4 hours or by the end of the day, whichever is sooner.




Is 316 Sawyer Drive, Durango, CO your only location?


Yes. We have been located in Durango, CO at 316 Sawyer Drive since 2014. This is our only location.




Can I send a message directly to my provider?


Yes. Please use our patient portal for any questions you have. Your question will be answered by the most appropriate person in our office, including your provider.




If I see a different provider within the practice, can they see my health history and current treatment plans?


Yes. You can count on continuity between providers in our office even if you aren't seeing your usual provider at our office.




Can I be seen today?


Yes. Call us first! We reserve appointment slots to ensure we are able to get patients in the same-day for acute issues. For ongoing conditions or wellness visits we strive to get you in as soon as possible.