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QUALITY CARE IN THE COMFORT OF YOUR OWN HOME.
Our doctors come to you!
Frequently Asked Questions About House Call Care
GENERAL QUESTIONS
A: GreenWell Health is a mobile doctor’s office aka a “House Call Medicine Practice”. Our doctors and practitioners come to the patient’s assisted living community, adult group home, residential care community, memory care community and other types of homes, to provide primary care services and urgent care services. Our providers fully examine every patient and assess, diagnose, treat, and order whatever therapy is necessary to help the patient. In many instances, our providers are just helping keep patients stable by providing maintenance exams, medication refills, lab work, and referrals for diagnostic imaging or specialists. Our providers coordinate with the care staff at each community to help provide the best continuum of care for each individual patient. Our goal is to help keep patients as healthy as possible at home, thereby avoiding unnecessary trips to the hospital or urgent care. We recognize that for homebound patients it is a challenge to get to the doctor’s office, so we alleviate that burden by coming to the patient in the comfort of their own home.
A: Provided the enrollment form and required documents have been filled out completely and signed it generally takes 24-48 hrs. We have an online enrollment form for your convenience, which can speed up the process. Once a patient is fully enrolled, they will be placed on the “New Opens” list and a provider will see them within 1-2 business days either in-person or by telehealth. For questions about the enrollment process please contact our enrollment department at (480) 847-CARE (2273) ext. 103.
If a patient has an “URGENT” need to be seen, please indicate that at the top of the enrollment form. Criteria for needing an urgent visit would include problems that can’t wait longer than 24-48 hours but are not life threatening. If the problem is life threatening, meaning the patient needs immediate emergency care, call 911. If an urgent visit is needed, one of our caring providers will plan to see the patient either in-person or virtually via telehealth as soon as possible.
*Required documents: (Durable Power of Attorney document, a list or copy of the medication record & copies of insurance cards)
A: GreenWell Health accepts most major insurances such as Medicare, United Healthcare, Aetna, Blue Cross Blue Shield, Cigna, Humana, AARP, Tricare/TriWest and some Medicaid extension plans. If you do not see your insurance listed here, please contact our enrollment department at (480) 847-CARE (2273) ext. 105 to find out if we accept your insurance.
A: GreenWell Health providers give referrals and collaborate with specialists of all kinds such as cardiologists, endocrinologists, general surgeons, gastroenterologists, neurologists, and others. We partner with specialists to help coordinate the best continuum of care possible for each patient. However, we also understand that as patients age, they often prefer not to see specialists any longer or much less frequently. Many patients desire to have the best quality of life they can without leaving home for appointments. Our providers completely understand and support the patient’s choice to not leave the home for medical appointments. For this reason, our providers will work hard to provide great care that meets as much of the patient’s needs as possible, while remaining at home.
GreenWell Health also works closely with and gives referrals for Home Healthcare, Hospice Care and Palliative Care services to ensure your loved one receives the specific type of care they need during each stage of their life. We co-manage patients with these specialty services in effort to fill gaps in care and provide best practices that increase positive patient outcomes.
A: Our office team tries to answer all calls in “real time”. However, we do have very heavy call volumes, so if you are having a hard time reaching someone, please leave us a detailed message stating the patient’s name, the patient’s date of birth, the concern, and the name of the community from which you are calling, our office team checks voicemail all day long and will return your call within a timely fashion. If you prefer a more direct method, you can enroll in the patient-portal on our website and send messages directly to your care team there. When you send a message in the patient-portal please make sure to include the patient’s name, patient’s date of birth, the concern, and the name of the community where the patient lives.
At GreenWell Health your call is very important to us, and we try hard to intercept all calls, but at certain times of the day call volumes are higher, so please bear with us, we will get back to you. Thanks for your patience!
A: During the business week fax responses are turned around in a 24-hour period. If you send a fax over the weekend, it can take 24-48 hours as our office team does not work on the weekend. However, if you have an urgent care problem and need to reach a provider after hours, we have an urgent care hotline that is used for urgent concerns. To reach the afterhours urgent care line please dial (480) 847-CARE (2273) ext. 101
A: After each visit, the provider will input orders for the patients they have seen. Once the orders have been entered, the office team will send them to the community where the patient lives. Generally, we send them by fax and you can expect to receive them the morning after the patient is seen. We are exploring some alternative methods for electronically sending orders in a more expedited fashion and will continue to update your community as changes occur.
A: GreenWell Health also gives referrals for durable medical equipment (DME) that requires a provider’s prescription or order. There are many DME companies with whom we work. We try to complete all the requirements necessary to fulfill a patient’s DME order within 24-48 hours of seeing the patient, to ensure rapid turnaround on equipment. Once the DME company receives all necessary documentation pertaining to the equipment that is being ordered, it can take 1-3 weeks for the equipment to arrive. If you have questions about medical equipment that was ordered, please contact GreenWell Health at (480) 847-CARE (2273)
Primary care services include regular check-ups, preventive screenings, chronic disease management, immunizations, health education, and referrals to specialists when needed.
Choosing the right primary care provider depends on factors like your health needs, personal preferences, and provider availability.
Your primary care provider is your main point of contact for managing overall health. They monitor your health, manage chronic conditions, provide preventive care, and help coordinate specialist care when necessary.
Yes, primary care services are typically covered by most insurance plans. We recommend checking with your insurance provider for specific coverage details, or you can contact our office, and our team will assist you with verifying your benefits.
You can reach your primary care provider through our office phone, patient portal, or by scheduling a follow-up appointment. We aim to make communication as easy and convenient as possible to address any ongoing health concerns.
Primary Care FAQs
PRIMARY CARE QUESTIONS
A: Our primary care providers operate on a cyclical schedule where they visit each community on their caseload roughly once per month. At each visit, the provider will distribute an appointment card with the date and time of the next visit. Our providers will give a block-time for when they will arrive, much like the cable guy does. There are two blocks, morning block from 8am-Noon and afternoon block from 1pm-5pm. Your provider will come during one of those blocks-times. If you need a more precise appointment time, make sure to mention that to your provider so they can schedule you for as close to that time as possible.
We recognize that patients often have urgent care needs that arise in between the time they are scheduled to see their primary care provider and for those times our urgent care provider is available to see patients.
A: We recommend that each patient who enrolls with GreenWell Health delegate their primary care needs directly to GreenWell Health. The reason we require this is because having two primary care providers creates a lot of duplicative work. Primary care providers all do relatively the same type of work, and it can cause problems when more than one is managing the patient. For this reason, we do ask that when a patient signs up with GreenWell Health they refrain from seeing their previous primary care provider. We know this can be difficult when patients have existing bond with their previous provider. However, most patients find they really like working with the providers at GreenWell Health due to their caring nature as well as the convenience and quick response times. Our GreenWell Health providers can manage many different problems and are quite versatile.
A: Most of the time providers choose to see patients at each visit, typically every 4-6 weeks. The reason for this is two-fold:
1. Homebound patients in this demographic generally have many chronic conditions to manage, with various monitoring steps to perform each month. Chipping away at these important tasks each visit helps us more seamlessly manage patient care, instead of rushing through the steps to fit a visit into controlled timeframes. The routine follow-up schedule GreenWell Health has created not only helps us more closely manage each patient, but also provides the best overall continuum of care for patients. Providers will determine if a patient needs to be seen more or less frequently, based on their individual needs.
2. In our experience, the “sweet spot” for seeing patients is every 4-5 weeks. When primary care providers fail to regularly see patients with chronic conditions on a consistent basis, the incidence of needing an urgent care or ER visit in between scheduled visits increases significantly. Performing routine, consistent check-ups for this demographic prevents potential hospitalizations by catching problems early that may go unnoticed by untrained care staff. In our experience, the best outcomes occur when we closely and routinely follow-up with patients, thereby helping them avoid unwanted and unnecessary trips to the hospital.
A: If you need to request a chart note, you can either contact our office and speak with your provider’s medical assistant or you can send a message by fax or electronically through the patient portal. Please indicate patient’s name, Date of birth, date of the chart notes you’re requesting, and where and who you want it sent to.
(Example: Margaret Green-Well, 8-11-1934, chart note from visit done on 7-28-23, please fax to 555-867-5309 attention Mike.)
** Please note that it can take 1-2 weeks to receive a chart note. If after 14 days you still have not received the chart note, please send a follow-up message or phone call.
Yes—same-day appointments are often available for urgent health concerns. We recommend calling our office as early as possible to secure a same-day slot.
Absolutely. Our primary care team offers comprehensive annual exams, preventive screenings, and personalized wellness plans to help you stay healthy year-round.
Please bring your insurance card, a photo ID, a list of current medications, and any relevant medical records. This helps us provide the best possible care.
Yes—our team is experienced in diagnosing, monitoring, and managing chronic conditions. We work with you to create a treatment plan that fits your lifestyle and goals.
You can request prescription refills by calling our office or using the patient portal. Please allow up to 48 hours for processing refill requests.
We coordinate closely with specialists and healthcare providers to ensure seamless care and integrated treatment plans for optimal results.
We monitor, manage, and adjust prescriptions as needed, working with pharmacies to deliver medications directly to your home for convenience.
Yes, we specialize in geriatric psychiatry and collaborate with geriatric psychiatrists to address the unique mental health needs of older adults.
We use remote monitoring to track health metrics like blood pressure and blood sugar, allowing us to adjust care plans as needed to prevent complications.
We provide tailored pain management solutions, including medications, physical therapy, and lifestyle changes, to improve quality of life for older adults.
Urgent Care FAQs
URGENT CARE QUESTIONS
A: GreenWell Health has three approaches to address our patients’ urgent care needs:
• After-hours Urgent Care Hotline: GreenWell Health offers patients and caregivers an after-hours and weekend on-call hotline, essentially providing 24/7 access to the patient’s care team. To utilize this service call (480) 847-CARE (2273) ext. 101. Calls will be triaged (assessed and prioritized) by a nurse who will determine the acuity of the concern and direct the patient to the most appropriate medical service to address the problem.
Please note: The after-hours call line is reserved for urgent healthcare problems only. Non-urgent administrative concerns will be directed to the appropriate office team member who will address the issue during the business week (Monday-Friday 8-5pm).
• Virtual Urgent Care: GreenWell Health has a team of experienced urgent care providers standing by to conduct urgent telehealth visits when needed. Calls or faxed requests for urgent care concerns are triaged (assessed and prioritized) by a nurse; patients that are determined to need urgent care will have a telehealth visit scheduled within 24 hours of receiving a request.
GreenWell Health can see a myriad of different ailments via telehealth (click HERE for a non-inclusive list). Urgent Care Providers assess, diagnose, treat, evaluate and follow-up on patients whom they see via telehealth. The Urgent Care Provider will collaborate with that patient’s Primary Care Provider as necessary. Prescriptions and other treatments will be sent to the patient’s home pharmacy or company that carries the product. A copy of the treatment plan will also be sent to the patient’s community of residence. If lab work or diagnostic imaging is necessary, the Urgent Care Provider will also order that and will communicate the treatment plan to the patient’s caregiver.
• In-Person Urgent Care Visit: Our Urgent Care Providers often feel it’s necessary to see a patient in-person, depending on the acuity of the problem. Calls or faxed requests for urgent care concerns are triaged (assessed and prioritized) by a nurse; patients that are determined to need in-person urgent care will have a visit scheduled within 24 hours of receiving a request. If the problem is life-threatening, please call 911.
To use the GreenWell Health Urgent Care please call (480) 847-CARE (2273) ext. 101
A: Urgent Care visits are billed the same way as primary care visits and are generally covered by insurance. If your insurance currently covers your primary care visits, then they should cover an urgent care visit with GreenWell Health. If you have further questions about whether your insurance covers urgent care visits, please contact our enrollment department at (480) 847-2273 ext. 105.
Telehealth FAQs
TRANSITIONAL CARE QUESTIONS
No, you'd follow the same enrollment process.
Our team will try to reach out to you within 24-48 hours after discharge from the Hospital, Skilled Nursing Facility or other health setting to get you set up for your first appointment. We like to get all of our TCM patients seen within that first week after discharge to ensure nothing gets overlooked or not ordered in a timely fashion.
Telehealth FAQs
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