Frequently Asked Questions

Click on a question to be taken to the answer.

Appointment/Scheduling

  1. When I call for an appointment and I’m told my doctor’s schedule is full, what can I do?
  2. What should I do if I can’t make it to a scheduled appointment?
  3. What is the difference between the day-time and after-hours clinics?
  4. Why do I need a referral to see a certain specialist?

Billing/Fees/Accounts

  1. How does my doctor decide how much to charge me for my visit?
  2. I don’t have insurance, can I expect a discount?
  3. I am currently unable to pay my debt to the clinic, what should I do?
  4. Why did my first visit to the Tanner Clinic cost so much?
  5. Why don’t you accept my insurance?
  6. Will the Tanner Clinic continue to care for me if I have filed for bankruptcy or have had my account turned over to collections?
  7. Can I view my Tanner Clinic statements online?

Complaints/Compliments/Suggestions

  1. How can I lodge a complaint, pay a compliment or make a suggestion about my Tanner Clinic experience?

Contacting My Doctor

  1. I need to ask my doctor a quick question. What is the best way to contact him/her?
  2. How do I get my test results?
  3. Why wouldn’t the on-call doctor refill my medications or call in pain pills for me?

Medical Records

  1. How can I get a copy of my medical records?

Appointment/Scheduling

Q1: When I call for an appointment and am told my doctor’s schedule is full, what can I do?
A1: We try our best to work in patients when problems require immediate attention. If your problem is not an emergency or could wait for 24-48 hours, you may be best off requesting the first available appointment with your doctor. You will always get the best care from a doctor that knows your history, so it is usually worth the wait. However, if you happen to be seeing one of our doctors whose schedules are filled weeks in advance, waiting for a first available appointment may not be safe. In this case you’re welcome to come in to Tanner Clinic’s Walk-in Urgent Care clinics, which are held at all four clinic locations. Urgent Care can take care of many issues you might otherwise attend an emergency for, such as lacerations, dog bites or you may need to ask for the first available appointment with a partner. If your problem is an emergency, you should always let us know. If we can’t work you in with someone in a timely fashion, you may need to go to the emergency room.

Q2: What should I do if I can’t make it to a scheduled appointment?
A2: As appointment times are often limited, each is important in assuring we are able to care for all of our patient’s needs. If you find you are not going to make it to your appointment, please contact the clinic as soon as possible so they may free up the appointment slot for someone else. If you call less than 1 hour before your scheduled appointment, it is unlikely that the appointment will be available for use by anyone else. If you establish a pattern of “no-shows,” you may be prohibited from scheduling with your doctor in the future.

Q3: What is the difference between the day-time and after-hours clinics?
A3: Regular clinic hours are for routine and acute medical concerns.

Our After Hours Clinic is for emergencies that require attention before the clinic next opens. This service is limited to established Tanner Clinic patients and their families. It is a less expensive alternative to the emergency room but does incur additional charges. Appropriate acute care visits in this clinic would include injuries, acute pain issues such as ear infections, and other urgent problems.

Follow-up appointments, physicals, medication refills, and chronic conditions should be cared for during regular clinic hours.

REGULAR CLINIC HOURS:
Layton: M-F 8 AM – 5 PM
Kaysville: M-F 8 AM – 5 PM
Roy: M-F 8 AM – 5 PM
Syracuse: M-F 8 AM – 5 PM

URGENT CARE:
Layton: M-F 9 AM – 9 PM; Sat – 9 AM – 9 PM Sun – on call
Kaysville: M-F 9 AM – 8 PM; SAT 9 AM – 3 PM; Sun – on call
Roy: M-F 8 AM – 5 PM; evenings, Sat and Sun – on call
Syracuse: M-F 5 PM – 8 PM; SAT 9 AM – 1 PM; Sun – on call

Q4: Why do I need a referral to see a certain specialist?
A4: This is more an insurance requirement. The reasoning behind this requirement is to assure the most appropriate and efficient patient flow. Many specialists prefer to have you see your primary care doctor first to make sure you are being referred to a specialist appropriately. A good primary care provider can diagnose and treat the great majority of your medical concerns without the need for referring you to a specialist. The best approach is to ask your primary care provider if they treat a specific condition. If they don’t, they are always willing to refer you to the most appropriate provider that can address you needs.

Q1: How does my doctor decide how much to charge me for my visit?
A1: Medical charges are standardized by a complex system of coding which bases actual charges on the diagnosis, the complexity of the visit, the severity of your problems, the amount of time spent with the patient, and any procedures that are performed. The codes were developed by the government and insurance companies. Stringent guidelines have been established wherein certain criteria must be met for a physician to charge at a certain level. Insurance companies frequently review physician billing practices to assure compliance with these standards.

Q2: I don’t have insurance, can I expect a discount?
A2: Tanner Clinic’s policy is to charge each patient the same whether insured or uninsured. Usually an insurance company will negotiate with a doctor’s office to treat their subscribers at a pre-determined amount per service code. Where there is no insurance coverage, this discount is not available. If there are financial difficulties on your part, you may work with our Patient Accounts Department to establish a payment path within our guidelines that will work best in your situation.

Q3: I am currently unable to pay my debt to the clinic, what should I do?
A3: As early and often as possible, visit with our Patient Accounts Department. The clinic is always willing to review accounts in special circumstances. It is in our mutual best interest to communicate openly about these circumstances.

Q4: Why did my first visit to the Tanner Clinic cost so much?
A4: The standardized billing codes allow an additional fee to be assessed to new clinic patients to cover the cost of establishing care and doing an extensive medical history review. Besides your first visit, this charge may also be assessed each time you are seeing a specialist for the first time.

Q5: Why don’t you accept my insurance?
A5: This is a two-way street. Some insurance plans may exclude Tanner Clinic from their plan in preference to another medical group or their own physicians. On the other hand, Tanner Clinic may exclude insurance plans due to difficulty negotiating fair contracts or over philosophical differences on how a certain plan may require medical care to be given to a patient. Currently, Tanner Clinic participates with nearly all area insurance plans.

Q6: Will the Tanner Clinic continue to care for me if I have filed for bankruptcy or have had my account turned over to collections?
A6: It is Tanner Clinic policy to invite patients with bankruptcy or collection status to seek future medical care elsewhere. When the required bankruptcy period has passed or when the collection amount has been paid, these patients are welcome to return to the clinic.

Q7: Can I view my Tanner Clinic statements online?
A7: Yes, you can view all your statements and invoices online. To create an account, visit Make a Payment on this website, or call Patient Accounts at (801)-773-4840; they’d be happy to set up your online account for you.

Complaints/Compliments/Suggestions

Q1: How can I lodge a complaint, pay a compliment or make a suggestion about my Tanner Clinic experience?
A1: We do all we can to be sure we hear from you. You may speak directly to our Patient Liaison Representative at (801) 773-4840 (ext 3452) or visit with her on-site in Layton. We also have Patient Accounts Representatives in our other facilities. You may also fill out a “comment card” found in any of our reception areas. We would also invite you to leave feedback or fill out our patient satisfaction survey by clicking here. When you feel good we feel good.

Contacting My Doctor

Q1: I need to ask my doctor a quick question. What is the best way to contact him/her?
A1: While in the clinic, most doctors are busy seeing patients and trying to stay on schedule. The best way to communicate with your doctor is to leave a message with the nurse and she can speak to the doctor when he/she is between patients. If they have not returned your call within a couple of hours, you are welcome to call again to make sure your desires are known. Also, you can sign up for NextMD at your next visit to Tanner Clinic; just ask at any reception desk. NextMD offers email access to your physician; you can also request prescription refills and receive test results.

Q2: How do I get my test results?
A2: Each doctor has a little different approach to this. Your doctor is obligated to contact you with information which is of a critical nature. However, if your doctor were to make a phone call for every normal lab and test result obtained each day, it would take a significant amount of time away from seeing patients. If your provider has not made clear to you what his/her preference is on follow-up, give the office a call several days after the tests were done to check on results. DO NOT CALL THE LAB OR X-RAY DEPARTMENT FOR RESULTS BECAUSE THEY ARE NOT ALLOWED TO GIVE OUT THIS INFORMATION.

Also, you can sign up for NextMD Patient Portal at your next visit to Tanner Clinic; just ask at any reception desk. NextMD allows you to receive your test results as soon as they’re posted; Next MD also offers email access to your physician and the ability to request prescription refills.

Q3: Why wouldn’t the on-call doctor refill my medications or call in pain pills for me?
A3: Refills should be obtained from your regular doctor during the regular clinic hours. It is also Tanner Clinic policy that pain medications will not be called in by the doctor on call. This is a medical legal decision which protects us from prescribing controlled medications to individuals with whom we may not be familiar. If the on-call doctor feels the need is urgent, he may call your regular doctor for input on the medication refill. Individuals with drug addiction often use telephone consults with unfamiliar doctors to obtain narcotics inappropriately. If it is discovered that a patient has obtained narcotics or other controlled substances through false pretenses, that patient will be invited to seek future care elsewhere and may be reported to legal authorities for prosecution.

Medical Records

Q1: How can I get a copy of my medical records?
A1: Your medical records are a legal document owned by Tanner Clinic. To release all or portions of your record to many third parties, including yourself, you must complete and sign an Authorization for Release of Protected Health Information, which is available at each reception desk. Records sent directly to another physician are done at no charge. Any other release may bear a processing fee payable before records are picked up or mailed.

Form for releasing records may be accessed on-line in PDF format as follows:

Authorization to Release Protected Health Information from Tanner Clinic
Authorization to Release Radiology Imaging from Tanner Clinic
Authorization for Release of Protected Health Information from Outside Entity