Frequently Asked Questions
Answers to the questions our patients ask most. If you do not see what you need, call us at 248-847-0626 and we will be glad to help.
New Patients
Are you accepting new patients?
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Yes, we are welcoming new patients of all ages in Troy and the surrounding communities. You can book online or call us at 248-847-0626.
Are your doctors general practitioners?
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In everyday terms, yes. Phase Medical Group is a family medicine practice, and family medicine physicians are the doctors people mean when they search for a general practitioner, or GP, someone who takes care of the whole family. Technically, the training goes a step further: a board-certified family medicine physician has completed a full residency and passed board exams specifically in caring for patients of all ages, from kids to seniors. So whether you are looking for a GP, a family doctor, or a primary care physician, you are in the right place. We would love to have you as a patient. Book a visit whenever it is convenient for you.
How does new patient registration work?
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After you book online, you will get a confirmation email, followed by appointment reminders by text, email, and phone. You will also receive a secure link by text and email to complete your new patient registration online before your visit, so there is nothing to fill out at the door. If we need anything else from you, our team will call you.
What should I bring to my first visit?
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Please bring a photo ID, your insurance card, and a payment method for any copay or deductible due at your visit.
How early should I arrive for my first appointment?
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Please plan to arrive at least 15 minutes early. New patient check-in can take 10 to 15 minutes, and arriving right on time rather than early can delay your visit and the patients scheduled after you.
It has been a few years since my last visit. Do I need to register again?
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If it has been more than three years since your last visit, we will schedule you as a new patient and re-verify your information and insurance, just like a first-time visit.
Services & Care
What services does Phase Medical Group offer?
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We provide full-range family medicine for all ages, including annual physicals and preventive care, pediatric and adolescent care, same-day sick visits, chronic disease management, medical weight loss, women's and men's health, hormone therapy, minor in-office procedures, sexual health, and in-office diagnostic testing. See our services page for the full list.
Do you see children?
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Yes! As a family medicine practice, we care for patients of every age, from newborns and children to adults and seniors, so your whole family can be seen in one place.
What is the difference between a Medicare Annual Wellness Visit and a physical?
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A Medicare Annual Wellness Visit is a yearly Medicare benefit focused on prevention and planning: we review your health risks, screenings, and vaccines, and update your care plan. It is different from a routine physical exam. Many Medicare Advantage plans cover both, and when yours does, we can usually do them in the same visit. Original Medicare covers the Annual Wellness Visit but not a routine physical.
Can I get my vaccines at your office?
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We do not give vaccines in the office just yet. At your visits we review which vaccines you are due for and point you to a nearby pharmacy or health department that can give them. Let us know once you have had it so we can keep your record up to date.
Can you complete FMLA, disability, or work and school forms?
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Yes. We can complete FMLA, disability, and work or school forms. For most forms, we will ask you to schedule a visit so we can review your current condition before completing them.
Appointments & Scheduling
How do I schedule, reschedule, or cancel an appointment?
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The easiest way to schedule is to book online. You can also call us at 248-847-0626. To reschedule or cancel an existing appointment, please give us a call so we can find you a new time.
Can I be seen the same day if I am sick?
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Yes. We hold same-day appointments for acute concerns. Call us at 248-847-0626 as early in the day as you can and we will get you in. If every same-day appointment is taken, we will get you the next available visit.
Do you offer telehealth or virtual visits?
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Yes, we offer telehealth visits for appropriate concerns. Please confirm with your insurance that telehealth is covered, and have a phone, tablet, or computer with a camera ready. We will send a video link and instructions before your visit.
What should I do if I have an urgent concern after hours?
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We are reachable 24 hours a day. After hours, call 248-847-0626 and press 1 for any urgent concern. If it is a life-threatening emergency, call 911. Not sure where to go? See Where Should I Go for Care?
What should I do in a medical emergency?
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If it is a life-threatening emergency, call 911 or go to the nearest emergency room right away. This includes chest pain or pressure, trouble breathing, signs of a stroke such as sudden numbness or trouble speaking, a severe allergic reaction, uncontrolled bleeding, loss of consciousness, or a seizure. We are reachable 24 hours a day. After hours, call 248-847-0626 and press 1 for any urgent concern. Not sure where to go? See Where Should I Go for Care?
What if I go to urgent care or the ER?
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Let us know as soon as you can. Call the office or send a portal message, and ask them to send us a report. We will follow up with you and get you in for a visit if you need one.
I called and got voicemail. What should I do?
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Please leave a message with your full name, date of birth, phone number, and the reason for your call. We return calls during office hours as soon as we can. For non-urgent questions you can also send a message through the healow patient portal. For an urgent concern after hours, call 248-847-0626 and press 1. If it is a life-threatening emergency, call 911.
Patient Portal & Messaging
What is the patient portal, and how do I sign up?
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Our patient portal is healow, from eClinicalWorks. After you register as a patient, you receive an invitation by text or email to set up your account. You can use it on the healow patient portal website or in the healow app, and the easiest way to log in is with your name and date of birth. If you did not get an invitation or it has expired, call us at 248-847-0626 and we will send a new one.
What can I do in the patient portal?
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You can send us a message, request prescription refills, see your test results, check upcoming appointments, and pay your bill. You also receive appointment reminders and notices from us by portal, email, and text.
Who reads my portal messages, and will I be billed for them?
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Messages are read by our team during office hours and routed to the right person. Although many insurance plans allow practices to bill for portal messages, we do not do so at this time. Depending on your question, we may ask you to come in for a visit so we can evaluate it properly.
What should I not use the portal for?
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Do not use the portal for emergencies or anything urgent. Messages are not monitored after hours. We are reachable 24 hours a day. After hours, call 248-847-0626 and press 1 for any urgent concern. If it is a life-threatening emergency, call 911. Not sure where to go? See Where Should I Go for Care?
I cannot log in or I forgot my password. What should I do?
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The easiest way to log in is with your name and date of birth on the healow patient portal login page, so you do not need to remember a username or password. If that does not work, call us at 248-847-0626 during office hours and we will help you get back in.
Can I access my child's or a family member's portal?
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Yes. We set up portal access for parents and guardians of minors, and for adult family members or caregivers with the patient's permission. Ask us at your visit or call 248-847-0626.
Insurance & Billing
Do you accept my insurance?
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We are in-network with most major Michigan insurance plans. For the full, searchable list of accepted plans and details such as primary care physician requirements, please visit our insurance page or call us at 248-847-0626.
Do you accept cash-pay or self-pay patients?
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Yes. If you do not have insurance or prefer to pay out of pocket, you are welcome as a self-pay patient. Please call us at 248-847-0626 for pricing before your visit.
How do I pay my bill?
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We offer multiple ways to pay:
Online through the healow patient portal.
At healowpay.com using the code on your statement.
By mailing a check to us, payable to "Phase Medical Group, PLLC".
By calling us at 248-847-0626 to pay by phone or set up a payment plan.
What if I cannot pay my bill?
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Please call us at 248-847-0626 before your bill is due. We can talk through your balance and set up a payment plan.
Prescriptions & Refills
How do I request a prescription refill, and how long does it take?
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The easiest way is to request a refill through the healow patient portal. You can also call us at 248-847-0626 and choose the prescription refill option; leave your full name, date of birth, phone number, and the medication you need. Please allow up to two business days for routine refills, so it helps to ask before you run out.
Can I get an early or after-hours refill for a controlled medication?
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No. For controlled medications, refills are provided only during regular office hours and according to your prescribed schedule. Early refills and after-hours, weekend, or holiday requests cannot be filled. Keeping your regular appointments is also required to continue these prescriptions.
Do you handle prior authorizations?
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Yes. When your insurance requires a prior authorization for a medication or test we order, we submit it for you. How long it takes depends on your insurance company, and approval is ultimately their decision. If your plan denies coverage, we will talk with you about your options, including covered alternatives.
What if my controlled medication is lost or stolen?
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Lost, stolen, or destroyed controlled medications are not replaced, and early refills are not provided. This is part of the controlled substance agreement every patient signs. Please keep your prescriptions and medications in a safe place.
Referrals, Labs & Test Results
How will I get my lab or test results?
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Results from tests done in our office are usually back within 1 to 2 days. You will get an email when they post to your healow patient portal, and we will contact you about anything that needs follow-up. Tests done at an outside lab or imaging center (such as Corewell, Henry Ford, Trinity, Labcorp, or Quest) can take longer to reach us, and sometimes they are not sent to us at all. If you have not heard from us within 5 business days of any test, please call us so we can track down your results.
Where do I get my blood drawn for lab work?
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Your blood can be drawn right here in our Troy office during your visit, so most patients do not need a separate lab stop. If it is more convenient, we can also provide a lab order to use at a partner laboratory's walk-in draw center nearby.
How does a referral to a specialist work?
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When we refer you to a specialist, we give you the specialist's name, the reason for the referral, how soon you should be seen, and who is booking the appointment. We send your records to the specialist and follow up to make sure we receive their report. If you see a specialist or get care anywhere else, ask them to send us a report.
If I need imaging like an MRI or CT scan, where is that done?
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Imaging such as X-rays, MRI, CT, ultrasound, and bone-density scans is not done in our office. We will refer you to an imaging center covered by your insurance and send the order for you.
Medical Records & Privacy
How do I transfer my records from a previous physician?
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Ask us for a records transfer authorization, or complete one at your first visit. Once you sign it, we request your records from your previous physician and have them sent to our office. You can still be seen before they arrive.
How do I get a copy of my records or send them to another office?
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Sign a records release authorization telling us who should receive your records. Requests generally take up to ten business days to process, and a small fee may apply for paper copies in line with Michigan law.
Can a family member or caregiver speak with my care team?
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Yes. Complete an authorization form naming the people you want us to share information with, and what they may receive. Please note that naming someone lets us talk with them, but it does not by itself give them the authority to make medical decisions for you.