General Information For Patients and Visitors
We’re here when you need us. Facey’s offices throughout the San Fernando, Santa Clarita, and Simi valleys give you access to care all over the North Los Angeles region. Two of our locations also offer immediate care for medical issues that need urgent attention, even on weekends, evenings and holidays. All of our primary care clinics are open late on Mondays and after-hours pediatric care is available one night a week in most locations.
Please browse the topics below to get quick answers to our patients' most common questions.
General QuestionsIs Facey Medical Group a hospital?
Facey is a physician-owned medical group with offices in the San Fernando, Santa Clarita, Simi and San Gabriel Valleys. We are known as a multi specialty medical group, meaning we employ over 180 health care providers offering a broad range of specialties including primary care, OB/GYN and medical and surgical specialties. We are affiliated with Providence, a Catholic non-profit health system that serves seven states in the Western United States. Facey operates two Immediate Care Centers (Santa Clarita & Mission Hills) that provide urgently needed medical services, lab and radiology seven days a week, 365 days a year. We have affiliations with several hospitals in our service areas including Providence Holy Cross Medical Center, Providence Tarzana Medical Center, Providence St. Joseph Medical Center, Henry Mayo Newhall Hospital, and Adventist Health Simi Valley.Is Facey Medical Group an HMO, PPO or insurance plan?
In short, no. We are physicians who treat members of various insurance plans. Facey contracts with most of the major health insurance plans. We see HMO, PPO, Medicare, MediCal and cash pay patients. For those who are Medicare eligible, Facey not only takes Medicare but we contract with many of the Medicare Advantage Prescription Drug Plans (MAPD – HMO) as well as Medicare Supplement or MediGap Plans. See a list of our contracted insurance plans or call 855-359-6323 to verify that Facey accepts your insurance.Do I need to "join" or become a "member" of Facey Medical Group in order to get treatment?
Yes and No. If you belong to an HMO insurance plan, you have to choose Facey as your medical group or primary care provider (PCP) before you can see a member of our care team. HMO plan members are usually allowed to change their medical group/PCP on a monthly basis. Just phone your HMO insurance plan (the number is on your ID card), and tell them you would like to change to Facey Medical Group. They may ask who you would like to select as your PCP. Use our Find a Doctor tool and choose one of Facey's internal or family medicine physicians who is currently accepting new patients for adult care and one of our pediatricians for any children in your family. If you have traditional Medicare, PPO or other non – HMO insurance, you may schedule an appointment online or call for an appointment at any time after you've confirmed that we accept your health plan.My doctor says that I need to see a specialist; does Facey Medical Group have specialists practicing in that field?
Chances are good that we have the specialist you need! Our physicians and health care providers practice in more than 25 medical and surgical specialties. Your insurance company may require you to see a primary care physician prior to seeing one of our specialists. You can easily find information about our specialists by going to our Find a Doctor tool on our website and searching for the specialty you need.Does Facey have specialists in all locations?
For the most part, yes. Use our Find a Doctor tool to check for the specialty you need.I have HMO insurance. How are medical decisions reached when I need a referral to a specialist or a medical test?
Rest assured that only Facey clinical staff review referrals or requests for medical care. At Facey our mission is to be a premier health care team dedicated to providing innovative medical services in a caring and professional atmosphere. Many service referrals are automatically approved, but some cases can take up to 10 business days for an approval decision of a standard referral. Urgent referrals requested by your physician are reviewed within three business days. Each of us is committed to service, innovation and quality care, while serving the needs of the community. Our providers receive no incentives for denying coverage or care.
Our doctors collaborate with you to identify the best options for your medical care. The Facey care team relies on industry-established medical criteria such as medical necessity, health benefits, availability, safety and effectiveness to reach decisions regarding your health care. Our Managed Care Referrals Department considers factors such as appropriateness of care and service, as well as your benefits as outlined by your insurance plan.How can I contact my doctor after office hours (evenings, weekends, etc.)?
If you call any of our offices when they are closed, you’ll automatically be connected to our 24-hour answering service. They will put you in touch with the Facey physician on call. The physician on call should be able to assist you with medical advice and/or guide you to the Urgent Care or Emergency Room if there is a need.Does Facey Medical Group have a toll-free number for long-distance callers?
Yes. Our local and toll-free primary switchboard numbers are listed on the Contact Us page.I have a complaint. How can I share it with the right person at Facey Medical Group?
We take pride in providing outstanding health care in a compassionate and caring environment. If you have experienced a problem with any Facey Medical Group service, we want to fix it. We encourage you to contact your doctor's office directly and speak with a member of the administrative team there. You may also call our Customer Service team toll-free at 855-359-6323 for additional assistance. Formal complaints may be submitted confidentially by emailing us with details about your issue.
Choosing a ProviderWhat is the difference between "primary care" and "specialty care?"
A primary care physician, or PCP, is a physician who provides the first contact for a person with an undiagnosed health concern and ongoing care for most medical conditions. A specialty in medicine is a branch of medical science. After completing medical school, physicians or surgeons usually further their medical education in a specific specialty of medicine by completing a multiple year residency.
Some insurance plans require a written referral from a primary care physician before you can seek treatment from a specialty care provider, so it is important to check with your insurance plan about their specific requirements, if any. Primary care physicians are available at most of our clinics. Our primary care fields include:
- Family Medicine
- Internal Medicine
In addition to primary care, our clinics also provide specialty care in a wide range of medical fields.What do nurse practitioners do? Can they serve as my PCP?
Nurse practitioners are registered nurses with advanced training who provide patient care, including the diagnosis and treatment of illnesses. Many nurse practitioners have undergone graduate education and have master's or doctorate degrees. They practice under the rules and regulations of the state in which they are licensed and they may be nationally certified in their specialty area. Besides providing clinical care, nurse practitioners might focus on health promotion, disease prevention, health education and counseling. A few HMO insurance plans, specifically Blue Shield of California and SCAN, do not allow nurse practitioners as a PCP (primary care provider). Facey has several nurse practitioners that work alongside primary care providers and take care of patients as a team. We have other nurse practitioners who work as part of a care team with our OB/GYNs.I am an HMO patient and have a primary care doctor who is contracted with another medical group who is not part of Facey. Can she or he refer me to Facey Medical Group for treatment?
If your primary care physician is with another medical group, it's not likely they would refer you to Facey for treatment. It's best to check with your group or physician to see if they have a contract with Facey and will refer you to us.I do not yet have a primary care physician (PCP). Do I need one? How do I choose a Facey Medical Group primary care physician?
If you have an HMO insurance plan, you're required to choose a PCP before you can seek treatment from any doctor. We suggest that you use our Find a Doctor tool.
Even if you do not have HMO insurance, Facey prefers that patients choose a PCP. This both ensures that your health care is being coordinated by one doctor and allows you to build a relationship with a physician you trust. That doctor and your entire care team at Facey are then familiar with you and your health care needs.
Remember, you are always able to change your PCP within Facey Medical Group at any time, if you wish.What is the difference between internal medicine and family practice?
Internal medicine is the medical specialty dealing with the prevention, diagnosis and treatment of adult diseases (age 18 and over). Physicians who specialize in internal medicine are called internists. They are especially skilled in the management of patients who have undifferentiated or multi-system disease processes.
Family medicine is a medical specialty devoted to comprehensive health care to people of all ages. It is a form of primary care that provides continuing, comprehensive health care for the individual and family across all ages, sexes, diseases and parts of the body.
Both Internal Medicine and Family Medicine physicians use knowledge of the patient in the context of the family and the community, emphasizing disease prevention and health promotion.
AppointmentsHow can I make an appointment with a Facey Medical Group provider?
For internal medicine, family medicine, OB/Gyn, and pediatrics, you may schedule an appointment online or by phone using our provider directory, or through MyChart. (A printable phone book PDF is also available.) If you are in need of specialty care, please be aware that the process may be a bit different. Currently all specialist appointments except for OB/Gyn can only be scheduled over the phone. The specialist's office will ask what type of insurance you have and advise of any guidelines or referral processes you may need to complete.
For all appointments, you will receive an automated reminder call 2 business days prior to your scheduled visit.What form of ID do I need to need for check-in at my appointment?
Federal law protects your financial and health-related information. For your security, you will need to present a photo ID when checking in for an appointment. If you are paying by credit card or check, we will need to confirm that your name matches the name on the credit card or check you are using.
The photo ID must include both thepatient's name and picture to be accepted. Some common examples include driver's license, passport, state-issued ID, military ID, school ID, nursing home ID, club/gym/store membership cards, etc. If you are unsure whether your photo ID will be accepted, please check with a member of our clinic staff when scheduling your appointment.My parent or a caregiver often brings my child to their appointments. What do they need to bring with them?
The parent(s) will need to complete a 3rd party consent form in person at our office prior to the visit. "In person" is very important because for your child’s safety, we must verify the parent's photo ID and the form must be signed in front of a witness. Consent forms are valid for 1 year.What do I need to bring to my first appointment?
Please arrive 20 minutes early to your first appointment in order to have adequate time to register and to complete all paperwork. You may also download and complete patient forms in advance. Be sure to bring your health insurance card, photo ID and billing information with you. Depending on your health insurance, you may be required to make a deposit payment towards the cost of your first visit. Please also bring along a list of medications that you are currently taking and any other pertinent medical history that you wish to discuss with your new doctor.Do you need my medical records from my previous physician?
It is not required to have your previous medical records. However, it is in your best interests to have as much of your medical history as possible available for your care team at Facey Medical Group. Talk with your Facey provider if you aren’t sure that obtaining your previous records is necessary. If you wish to have your medical records forwarded to us, contact our health information management (HIM) team at 818-837-5668. They will provide you with a Medical Records Release form. After you submit the completed form, they will request your records. The HIM representatives are available Monday-Friday, 8:30 a.m. - 5:30 p.m. and will be happy to assist you.If I am an HMO patient enrolled with Facey, which providers/departments can I see without a referral?
Most insurance companies allow their members to "self-refer" to the following medical departments: family medicine, internal medicine, pediatrics, obstetrics/gynecology, immediate/urgent care and optometry (be sure to check with your vision plan to verify that Facey is contracted with them).What is a "closed" practice? Can I still see my doctor if his or her practice has been closed?
This usually only applies to Facey primary care providers (PCP). Occasionally, the number of patients they regularly see can become too large. Facey will temporarily close them to new patients until the number of patients becomes more manageable. However, existing patients may continue to see this physician – we just don't allow new patients to choose this physician as their PCP.My primary doctor's schedule is booked for months in advance. What do I do?
Although there are occasional scheduling delays with a few of our busiest physicians, we are often able to schedule you with another provider on the same care team to address your immediate condition. We ask that you always call your regular physician first to see if they might be available or what direction you should follow. Facey also has two immediate care centers available in Mission Hills and Valencia. Your physician may refer you there for faster assistance.I am unable to keep my appointment. What do I do?
We understand that personal circumstances sometimes make it difficult to keep an appointment. However, canceling late denies other patients the opportunity to be seen during the time slot we've held for you. Please be sure to call us promptly to reschedule or cancel at your earliest convenience. You also have the option of canceling when you receive your automated reminder call from us one or two days prior to your appointment.What is the difference between a normal office visit and a "health maintenance" or "preventive care" appointment?
While normal office visits usually have a co-payment or share of cost, health care reform legislation requires insurance companies to cover preventive care services. So why do these preventive visits sometimes come with a bill? The answer depends on what you talk about with your provider during the appointment.
Urgent CareWhat is the difference between "urgent or immediate care" and "emergency room care?"
Emergency room care is for sudden, life threatening conditions, such as chest pain, extreme dizziness or loss of consciousness. Emergency rooms are usually in a hospital setting and services are available 24 hours. Immediate or urgent care is for conditions that would normally be treated by your physician – sprains, bronchitis, stomach issues, fractures, cuts, etc. Facey's immediate care centers are open daily and have extended hours.Since I’m a Facey patient can I just go to Immediate/Urgent Care instead of seeing my physician?
Not for an ordinary concern. Immediate/urgent care is designed for those who suffer a sudden unexpected illness, minor injury or need to see a doctor immediately. Patients are seen on a walk-in basis according to the medical reason for their visit (patients with severe problems are seen first). For an ordinary concern, we request that you schedule a visit with your regular physician.
Always call 9-1-1 if you have a life threatening medical emergency.Use Immediate/Urgent Care for:
Do not use Immediate/Urgent Care for:
- For non life-threatening illness or accidents
- For after hours care or when your doctor is unavailable
- When directed to do so by the Facey physician on-call
Can I expect immediate treatment at Immediate/Urgent Care? How long is the typical wait?
- Life-threatening medical emergencies
- Routine physician appointments
- Vaccinations or flu shots
- Annual physical exams
- Prescription refills
The order of treatment is not only based on the patient's arrival time, but also on the condition of the patient. Patients with a very serious injury or illness will be treated first. Fortunately, most patients who come to urgent care are not seriously ill and are seen in order of arrival. The typical wait time is 30 - 90 minutes, but wait times vary depending on:
- Day; Mondays are very busy
- Time; usually before 10 a.m. and after 4 p.m. are busy
- Season; expect longer wait times during flu season – up to two hours
Most of your refill needs can be addressed though your retail pharmacy. You can also request prescription refills online through MyChart. If you're having trouble, feel free to contact Facey's Prescription Refill Department at 661-222-2622. Our hours are Monday-Friday from 8 a.m. to 5 p.m. and Saturday from 8 a.m. to 4 p.m.
Here are answers to some common questions:
The fastest way to renew a prescription with no refills remaining is usually online via MyChart. Alternately, you can contact your retail pharmacy (this method is usually faster if you still have refills left on your prescription). If your medication requires your physician's approval, your retail pharmacy will contact Facey to initiate a refill request. Please allow your care team at least 72 hours to process the refill request. If your prescription requires a follow-up visit with your provider before it can be filled, your retail pharmacy will notify you directly.
Please be sure to call your retail pharmacy for refills before your supply runs out to avoid an emergency situation. If you need your prescription on the same day, be sure to tell your pharmacy so that they can try to accommodate your needs. Don’t assume that they will do the refill on the same day - be sure to advise them of this need.
Some narcotic medications (e.g., Norco, Vicodin, Oxycontin, Adderall) require a secure prescription from your doctor’s office. In some instances, these can be transmitted electronically but you may be required to pick it up from the office. To request a secure prescription please call your doctor’s office and speak to a receptionist. They'll pass on your request to the doctor and a member of the care team will contact you once your secure prescription is ready. You may need a follow-up visit with your provider before approval of your secure prescription.
Your retail pharmacy can ask for a prior authorization or request an alternative medication that is covered by your insurance. Please have your pharmacy contact the Prescription Refill Department at 661-222-2622 (Monday-Friday from 8 a.m. to 5 p.m. and Saturday from 8 a.m. to 4 p.m.).
One week before you will need more medication is usually the earliest time allowed by insurance plans for refill requests.
In most cases, just the prescription number located on the label of your medication bottle. The most common details they ask for are:
Allow two business days for your refill to be ready, not including the weekend. If you have unused refills on your prescription, it may be ready sooner.
Check directly with your pharmacy. Some pharmacies may offer services where you can receive a phone call or a text message when your prescription is ready for pick up. The pharmacist will only contact Facey if there is a delay in processing.
If the prescription has already been sent, you'll need to ask the pharmacy where you wish to transfer the prescription to contact the pharmacy the prescription was originally issued to. Unfortunately, our team cannot assist with this process. For any new prescriptions, we can send them to the pharmacy of your choosing.
Procedures and Criteria are Disseminated to Members Upon Request.
For questions or concerns that are related to a referral that your provider has submitted, patients can telephone our main Utilization Management number, 818-837-5660. Hearing or speech-impaired members (TTY users) can call 711 relay services. Collect calls are accepted for patient referral matters, and Spanish speaking staff members are available.
The materials provided to you are guidelines used by the medical group to authorize, modify or deny care for persons with similar illnesses or conditions. Specific care and treatment may vary depending on individual need and benefits covered under your health plan's contract. Those are guidelines and do not constitute the standard of care.
- Facey Medical Group will disclose a list of network providers to members, upon request.
- Utilization Management medical clinical guidelines will be disclosed to members and practitioners, upon request.
- All Utilization Management decisions are based on appropriateness of care and service
- Facey Medical Group and Providence Facey Medical Foundation do not compensate practitioners for individual denials.
- Facey Medical Group and Providence Facey Medical Foundation do not offer incentives to encourage denials.
- Facey Medical Group and Providence Facey Medical Foundation do not have the financial incentives that would encourage decisions that would impact under/over-utilization of care, service or available member benefits.
If a patient wishes to file a grievance, please contact our customer service team toll-free at 855-359-6323.
Again, collect calls are accepted by the Utilization Management Department only for patient questions about referrals. The general number is: 818-837-5660.
Facey Medical Group will cooperate and comply with all contracted health plans in the health plan's obligation to provide language assistance services to limited English proficient (LEP) commercial HMO and PPO members in accordance with Title 28, California Code of Regulations, 1300.67.04 and applicable revisions to the Knox Keene Act.
- Limited English Proficient or LEP Enrollee is a person who has an inability or a limited ability to speak, read, write, or understand the English language at a level that permits that individual to interact effectively with health care providers or plan employees.
- When requested by a member who meets the above criteria, Facey Medical Group will assist the member's access to the contracted health plan's interpreter services in a timely manner.
- This applies to scheduled or unscheduled visits at provider offices, including physicians, ancillary providers (e.g., physical therapy, occupational therapy, speech therapy, nutrition consults, etc.), and specialty service providers (e.g.,DME, home health visits, alternative medicine providers, etc.), diagnostic testing facilities (e.g., laboratory or radiology offices) and urgent care facilities.
- We will forward requests for translation to the contracted health plan in a timely manner when the following non-standardized vital documents are administered in English to LEP members by Facey Medical Group:
- UM denial, modification or delay in service letters
- UM delay letters
- Claims denial letters (e.g., member liability letters or those that require a response from the member)
- PCP and Specialist termination letters
- We will forward non-standardized vital documents to the contracted health plan for translation when requested by an LEP member in a timely manner.