Our Mission Statement
Alton MultiSpecialists is dedicated to providing the highest quality health care services to its patients both directly through its physicians, nurses, and health care providers and indirectly through its management of utilization and quality. Alton MultiSpecialists is further dedicated to providing services which are cost effective; which incorporate the latest advances in medicine and health care delivery, and which respond to community need, not only within the local area, but also to the larger metropolitan area.
AMS SERVICES AVAILABLE
Alton MultiSpecialists employs Board-certified and Board-eligible physicians and makes referrals to over 75 other doctors in the greater St. Louis area.
For preventive health services and treatment of most illnesses, care is provided by one of our Primary Care doctors.
Specialty care within Alton MultiSpecialists is offered by our specialist physicians.
Nurse Practitioners and Physician Assistants are utilized, as well. More information on our doctors is available by visiting our website at www.altondoctors.com.
Other services available to Alton MultiSpecialists patients include a fully accredited Diagnostic Imaging Center located on the Lower Level. The Diagnostic Imaging Department performs routine x-rays, ultrasounds, bone densitometry, and mammograms. We also have Lab draw services located on the lower level so patients can have their blood drawn at AMS and then sent to an outside reference lab for processing.
Other diagnostic tests performed at the Alton MultiSpecialists building are EKGs and pulmonary function tests. If a diagnostic test is required which is not available at our building, it is scheduled elsewhere. Minor surgery is performed in our outpatient surgery room.
Major surgery and medical problems requiring inpatient care are managed by our physicians at Alton Memorial Hospital and OSF St. Anthonys Health Center. Dr. Kliefoth also cares for patients at Christian Hospital NE and Gateway Regional Medical Center.
REFERRAL FOR SPECIALTY CARE
Most medical problems are best managed by your AMS Primary Care doctor, however sometimes the expertise of a specialist is required. Referrals for specialty care can be initiated by your Primary Care doctor.
ACCESS TO CARE/SCHEDULING
AMS doctors offices are all located at One Professional Drive in Alton (corner of College Avenue and Homer Adams Parkway).
All offices are available to answer your phone calls regarding medical care Monday through Friday from 8:00 a.m. to 4:30 p.m., except on major holidays.
To become an established patient with Alton MultiSpecialists, please make an appointment for a physical exam with one of our primary care physicians.
All care is by appointment only. Please call at least 24 hours in advance if you cannot keep an appointment.
AFTER HOURS AND EMERGENCY CARE
Please make phone calls for routine medical questions and prescription refills during office hours. If you are concerned about a possible medical issue outside of usual office hours, call your doctors office to obtain the after-hours phone number. The answering service will contact the physician on call to return your phone message. Pediatric calls are referred to a St. Louis Children’s Hospital nurse who is experienced and trained to give sound advice. If needed, the nurse will contact the covering pediatrician for further instructions.
Please note there will be a charge applied to your account for an after hours phone call. This charge will not be billed to your insurance.
Always call 911 or go directly to the emergency room for life threatening situations.
IF YOU LEAVE THE AREA
If you go out of town we do not advise your medical care be handled through contacting us long distance. Most of our physicians are not licensed in states other than Illinois and/or Missouri. Please be sure your routine prescription medications are filled before leaving the area. For urgent medical situations, seek care from the nearest Emergency Medical Service.
Parents of pediatric patients should know that if you are unable or unavailable to bring your child in for care, medical consent forms for treatment of minors can be obtained in physicians offices.
PRENATAL HEALTH PLAN
If pregnancy is confirmed by a positive blood or urine test, we encourage you to call our obstetrics department at 463-1181. At your first prenatal visit, the Prenatal Health Program will be introduced. To become acquainted with your new baby’s pediatrician, please schedule a complimentary prenatal visit with one of our pediatricians a few months prior to delivery.
We want you to be absolutely delighted with your health care. Because patient satisfaction is such a priority at Alton MultiSpecialists, we welcome patient feedback. Your input is important to us. It is regarded carefully and used to improve services. Our philosophy on what our patients should expect from us and what we expect from our patients is summarized in the following Alton MultiSpecialists Bill of Rights.
Patients rights are supported by all AMS personnel and are an integral part of the healing process. These patient rights are:
1. Medical care: The right to quality care and treatment in a timely manner consistent with general accepted standards.
2. Patient Complaints: The right to be informed about the mechanism for the initiation, review, and resolution of patient complaints and grievances about AMS or care provided. (See Patient Grievances below.)
3. Services offered: The right to know what services are provided by AMS.
4. Identity: The right to know the identity, professional status, and professional credentials of health care personnel, as well as the name of the health care provider primarily responsible for their care.
5. General Operations: The right to know about access to services, charges, and scheduling; the right to be informed of the no smoking rule and to expect compliance with this rule from others.
6. Explanation of Care: The right to an explanation concerning diagnosis, treatment, procedures, and prognosis of illness in terms the patient and/or legal guardian can understand.
7. Informed Consent: The right to be advised in non-clinical terms of information needed in order to make knowledgeable decisions on consent or refusal for treatments. Such information should include significant complications, risks, benefits and alternative treatments available.
8. Respectful Treatment: The right to considerate and respectful care, with recognition of personal privacy.
9. Privacy and Confidentiality: The right within the law to privacy and confidentiality concerning medical care.
10. Safe Environment: The right to care and treatment in a safe environment.
Providing quality care is a complex task that requires close cooperation between patients and health care personnel. Patients must take responsibility for helping the medical team give them the best possible care. These patient responsibilities are:
1. Providing Information: The responsibility to provide, to the best of ones knowledge, accurate and complete information about complaints, past illness, hospitalizations, medications, and other matters relating to their health. A patient has a responsibility to let his health provider know whether diagnosis and treatment are understood.
2. Respect and Consideration: The responsibility to be considerate and respectful of the rights of others. The patient is responsible for being respectful of the property of other persons and of the AMS facility.
3. Compliance with Medical Care: The responsibility to comply with the medical treatment plan, including follow-up care, recommended by health care providers. This includes keeping appointments on time and notifying doctors offices when appointments cannot be kept.
4. Safe Environment: The responsibility to behave in a safe, responsible manner in the AMS facility. This includes obeying the no smoking rule. Please supervise children carefully to prevent accidents.
5. Reporting Patient Complaints: The responsibility to help AMS provide the best possible care by directing recommendations, questions, or complaints to an AMS supervisor.
6. Payment: The responsibility to assure that the financial obligations of health care are fulfilled as promptly as possible. Patients should have medical insurance information with them at every visit.
7. Patients are responsible to provide accurate insurance coverage information for All services provided by AMS.
Failure of a patient to follow the responsibilities as outlined above may result in dismissal from Alton MultiSpecialists practice.
If you feel one of your patient rights has been violated, please let us know. Talk to the pertinent office supervisor. If you are not satisfied with the attention given your complaint, please put your concerns in writing and address it to the Alton MultiSpecialists Quality Nurse. The Quality Nurse will notify you regarding your concern via a phone call and/or letter. If you feel the Quality Nurse’s management of your complaint is unsatisfactory, you have the right to request your complaint to be reviewed by a committee appointed by the Executive Director. The committee will notify you regarding your concern via letter.
If your insurance is through a Health Management Organization and you have a complaint about the referral process, contact HMO member services. Each HMO has a specific grievance process including the opportunity for patient appeals.
PATIENT FINANCIAL POLICY
The physicians at Alton MultiSpecialists are dedicated to providing the highest quality medical care, and diagnostic imaging services to you, our patient. These services are provided to you in good faith and on credit.
Our physicians are participating providers for many health insurance plans and Medicare. As our patient, you are required to check with your insurance company to be sure that we are in-network providers with your health plan.
You must have photo identification with you when you register. This is in compliance with the FTC “Red Flag Rule” to prevent identity theft. If your insurance plan requires a co-payment for each visit, payment is expected at the time of your visit. We require you to present your insurance card when registering for each appointment to ensure that we have the correct, up to date information and that your medical claims are filed properly.
Please remember that insurance is considered a method of reimbursing you, the patient, for fees paid to the physician, but is usually not designed to pay the entire fee. Because insurance companies vary in the amount they will pay for various services, it is ultimately your responsibility to pay the portion of the bill not paid by your insurance company (unless otherwise restricted by law or agreement we might have with the insurer).
If you have a second insurance we will be glad to file that for you as a courtesy. We do need the information to be able to provide that service. And if your second insurance does not cover co-pays or any other expenses, those will be billed to you and must be paid promptly. We reserve the right not to bill secondary to Medicaid, or Medicaid as a secondary coverage.
If the correct insurance information is not furnished at the time of the visit or is not obtained shortly thereafter, you (the patient) will be responsible for all charges for claims not filed within a timely manner. Your cooperation will help us help you get your medical fees paid. Always give the staff any changes in insurance or demographics of any nature.
If you do not bring your current insurance card, we will reschedule your appointment or consider you a self-pay patient, and you will be asked to make a partial payment at each visit.
In order to help control the cost of billing, we require payment be made for all charges that are the patient’s responsibility at the time of your visit, unless other arrangements have been made prior to services being rendered.
Statements are sent on a monthly basis to patients who have an outstanding balance. Payment of this amount is your responsibility within 30 days of receiving the statement. If you are unable to pay the outstanding balance in full, our Patient Accounts staff will assist you in setting up acceptable payment arrangements to resolve your account. If you would like to pay your account by credit card, we accept Master Card, Visa, Discover, and American Express. Payment may be made on-line at www.altondoctors.com, by phone, or via check by mail.
OB patients will be given a payment plan at their first OB visit at AMS. The OB Payment Plan is designed to collect your portion of the fees for OB care (copayment, deductible, coinsurance, etc.) in monthly installments during your prenatal care and leading up to the delivery of your baby. The first payment will be due at your first visit. AMS staff will notify you of the amount due at your first visit when you make your appointment. You will be reimbursed for any overpayment that may occur after your insurance has paid. Any remaining balance due after insurance pays will be due from you within 30 days after receiving your statement from AMS.
Alton MultiSpecialists charges for appointments that have not been cancelled 24 hours prior to the scheduled appointment time. You will be charged a flat fee for missed appointments. This charge will not be billed to your insurance.
Alton MultiSpecialists will arrange for a licensed interpreter to assist hearing impaired patients with appointments with AMS physicians and staff at the AMS building. The choice of interpreting service and interpreter is entirely at AMS discretion. AMS will pay for the interpreting services, provided that you do not make any last-minute scheduling changes and you show up to your scheduled appointment. If you reschedule your appointment with less than 1 business days-notice (24 hours notice*), or if you do not show up to your scheduled appointment for any reason, it will be your responsibility to reimburse AMS for the entire interpreting fee. *This includes cancelling a Monday appointment on the Friday before.
Alton MultiSpecialists uses outside collection agencies for the management of delinquent accounts. The collection agencies that we use do report to various credit bureaus. Patients who have delinquent accounts that have been reported to an agency receive a letter advising them that the physicians at AMS can no longer provide medical care. Thirty days are given to find a new physician.
If you have any questions regarding our financial policy, please contact our Patient Accounts staff Monday-Friday, 8:00 a.m. to 4:30 p.m. at 463-8600. If you are in the building and have a question about your account, notify one of the registrars and they will have someone meet with you in the Registration office (Suite 160).
SERVICE CHANGES OR TERMINATION OF SERVICES
Any changes in Alton MultiSpecialists that could impact patient care will be communicated directly to patients by letter, or by notice in The Telegraph.
Failure to comply with Alton MultiSpecialists Patient Responsibilities Policy may be considered grounds for patient dismissal from the Alton MultiSpecialists health care organization. If a patient is dismissed, he/she will be sent a letter, and will be given 30 days advance notice to give time to make arrangements to find a new physician.
We hope you find this handbook helpful, any questions you may have can be answered by calling individual doctors offices. Those phone numbers are on the Departments page of this website. Alton MultiSpecialists is HIPAA compliant and a copy of AMS Privacy Policies is available in all departments.