Question 1

How do I schedule an appointment?

Accepted Answer

You can schedule an appointment by calling our office at (630) 429-9000 or booking online through our patient portal at https://livewell.aah.org. We offer same-day appointments for urgent needs.

Question 2

What should I bring to my first appointment?

Accepted Answer

Please bring a valid photo ID, your insurance card, a list of current medications, any relevant medical records from previous providers, and your copayment. New patients should arrive 15 minutes early to complete paperwork.

Question 3

Do you offer same-day appointments?

Accepted Answer

Yes! We strive to accommodate same-day appointments for urgent medical needs. Please call our office as early in the day as possible to check availability.

Question 4

What is your cancellation policy?

Accepted Answer

We require 24-hour notice for appointment cancellations. This allows us to offer the time slot to other patients who need care. Late cancellations or no-shows may result in a fee.

Question 5

What insurance plans do you accept?

Accepted Answer

We accept most major insurance plans including Blue Cross Blue Shield, Aetna, UnitedHealthcare, Cigna, Humana, Medicare, and Medicaid. Please call our office to verify your specific plan is accepted.

Question 6

When is payment due?

Accepted Answer

Copayments are due at the time of service. If you have a deductible, you may be responsible for payment until your deductible is met. We accept cash, checks, and all major credit cards.

Question 7

Do you offer payment plans?

Accepted Answer

Yes, we offer payment plans for qualifying patients. Please speak with our billing department to discuss your options and set up a payment arrangement.

Question 8

How do I request an itemized bill?

Accepted Answer

You can request an itemized bill by calling our billing department at (630) 429-9000 or sending a secure message through the patient portal.

Question 9

How do I access the patient portal?

Accepted Answer

Visit https://livewell.aah.org and click “Login”. If you have not registered yet, contact our office at (630) 429-9000 for an activation code.

Question 10

What can I do in the patient portal?

Accepted Answer

Through the patient portal, you can view appointments, review lab results, request prescription refills, send secure messages to your care team, update personal information, and access your medical history 24/7.

Question 11

I forgot my patient portal password. What should I do?

Accepted Answer

Click “Forgot Password” on the login page to reset your password. If you continue to have issues, please call our office and we can help you regain access.

Question 12

How do I request a prescription refill?

Accepted Answer

You can request refills through the patient portal, by calling our office, or by having your pharmacy contact us directly. Please allow 24-48 hours for refill requests to be processed.

Question 13

Can I get a prescription without an office visit?

Accepted Answer

Routine medication refills for established patients can often be handled without an office visit. However, controlled substances and certain medications require an in-person evaluation.

Question 14

What if I need a medication urgently?

Accepted Answer

For urgent medication needs, please call our office. We can often provide emergency refills to get you through until your next appointment or until your refill can be processed.

Question 15

How do I request copies of my medical records?

Accepted Answer

You can access most of your medical records through the patient portal. For complete records or records to transfer to another provider, please submit a written request to our office. There may be a fee for extensive record copies.

Question 16

How long does it take to receive medical records?

Accepted Answer

Standard requests are processed within 30 days as required by law. Rush requests may be available for an additional fee. Records can be picked up, mailed, or sent electronically to another healthcare provider.

Question 17

Can family members access my medical records?

Accepted Answer

With your written authorization, we can release your medical records to family members or other designated individuals. You can complete a HIPAA authorization form at our office or download it from our website.

Question 18

What are your office hours?

Accepted Answer

Lombard hours are Monday through Friday 9:00 AM to 5:00 PM, with Saturday 9:00 AM to 1:00 PM. Glendale Heights is open Tuesday and Thursday 11:00 AM to 5:00 PM.

Question 19

Do you accept new patients?

Accepted Answer

Yes, we are currently accepting new patients. Call (630) 429-9000 to schedule your first appointment. We look forward to partnering with you in your healthcare.

Question 20

What should I do in a medical emergency?

Accepted Answer

For medical emergencies, call 911 or go to the nearest emergency room. Our office cannot handle medical emergencies after hours. For urgent but non-emergency issues, you may call our office during business hours.

Question 21

Do you offer telehealth visits?

Accepted Answer

Please contact our office to ask whether your appointment type may be appropriate for a virtual or telephone follow-up.

Question 22

Are your locations wheelchair accessible?

Accepted Answer

Yes, both our Lombard and Glendale Heights locations are fully wheelchair accessible with elevators, handicap-accessible parking, and accessible exam rooms.

Frequently Asked Questions

Appointments

Insurance & Billing

Patient Portal

Prescriptions & Refills

Medical Records

General Questions

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