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Clinic Appointment Information
Purpose/Scope:
Provide information to patients regarding medical clinic hours of operation,
scheduling/appointment policies and after-hour contacts.
Policy/Procedure:
1. The clinic should develop a patient handout (see below) that outlines the critical patient
appointment and scheduling policies and information. Each patient is given this handout
when they register at the clinic front desk.
2. The clinic phone system provides after-hours messages to direct patients to the
appropriate service. The scripts for these messages are as follows:
a. Emergency: “The clinic is closed. If you have an emergency, please hang up and
call 911.
b. Crisis: “For the Crisis Center, please hang up and call XXX-XXX-XXXX.”
c. Provider Coverage: “If you need assistance outside of our normal clinic hours,
please call our answering service at XXX-XXX-XXXX.”
d. Hours: “Our clinic hours are from 8:30 AM to 5:00 PM Monday through Friday,
with extended hours Tuesday through Thursday until 7:00 PM. Saturday hours are
from 8:30 AM until noon.”
e. Cancellation: “If you have a scheduled appointment, press X to leave a
cancellation message
f. RX Refill: “Press X to reach our prescription refill line.”
3. The clinic front desk or call center is staffed Monday through Friday from 8:00 AM until
4:30 PM. The group consists of bi-lingual staff that all speak English with at least 2
people who also speak either Spanish or Hmong. This group schedules appointments for
the medical clinic, dental clinic, and the behavioral health clinic.
4. There is an on-call medical provider assigned every day who can be reached by the
answering service. The schedule is published monthly.
Clinic Appointment Information
Fail (No Show) Policy
Please show up for your scheduled appointments.
Not showing up for your scheduled appointment is considered
a Failed appointment.
Patients who have failed an appointment two (2) times or
more within the last 3 months will be restricted from
scheduling an appointment for three (3) months and will only
be served on a walk-in/standby basis.
Cancellation Policy
Please call to cancel your appointments.
Any patient needing to cancel an appointment MUST call
nnn-nnn-nnnn at least twenty-four (24) hours in advance.
Please follow the prompts and use the cancellation process or
voice mail box to leave a message after hours.
Patients who do not cancel their appointment without
notifying the clinic 24 hours in advance will be considered a
Failed appointment.
Late Policy
Please arrive on time for your appointments.
Patients are expected to arrive at least 10 minutes before their
appointment. Patients who arrive late for their appointment
(any time past the scheduled appointment time) will be
considered a Failed appointment and another patient may be
placed in their appointment time slot.
Late patients will be asked if they wish to be entered into the
waiting/standby pool. There is no guarantee you will be seen
that day.
Medical Clinic Hours of Operation
Monday, Tuesday, Thursday, Friday, 8:00 AM – 5:00 PM
Wednesday, 8:00 AM – 7:00 PM
Tuesday and Thursday, Express Care, 5:00 PM – 7:00 PM
(walk-in appointments only)
Saturday, 8:00 AM – 12:00 PM
Insurance/payment counselors are available Monday – Friday
from 8:30 AM – 4:45 PM
Medical Clinic Appointments
Please call: xxx-xxx-xxxx (Press 1 when prompted)
Address: 1234 Main Avenue North, Minneapolis, MN 55411
Medical Clinic Walk-in Appointments
Walk-in appointments are available on a daily basis. There is
no guarantee you will be seen, but we will make an effort to
get you in. Physicals are not provided during walk-in
appointments. Walk-in hours are:
Monday thru Friday, 8:00 AM – 11:00 AM,
and 1:00 PM – 3:30 PM
Tuesday and Thursday, 4:45 PM – 6:30 PM
Prescription Refills
Please call your pharmacy to request a prescription refill. Do
not call the clinic to request a refill.
You should call your pharmacy at least 3 days in advance of
needing your prescription refilled.
The clinic pharmacy phone number is: xxx-xxx-xxxx.