1. What Happens If I Miss My Appointment at GEM Neurology?
At GEM Neurology, we understand that unexpected situations can arise. However, we kindly ask all patients to provide at least 24 hours’ notice if they need to cancel or reschedule an appointment.
If you miss an appointment without notifying us at least 24 hours in advance:
- You will be allowed to reschedule the missed visit.
- If a second appointment is missed without notice, we will no longer schedule future appointments unless the missed visit was due to a credible or legitimate emergency.
This policy applies to both new and established patients, with a maximum of two no-shows allowed per patient. We sincerely appreciate your understanding, as adhering to this policy allows us to offer timely care to all our patients.
To review the full No-Show and Late Arrival Policy for insurance patients, please click here.
2. What Happens If I Am Late to My Appointment?
At GEM Neurology, we value every patient’s time and strive to maintain a smooth and efficient schedule. If you arrive late to your appointment:
- Established Patients: If you are 10 minutes or more late, you may need to reschedule your appointment. This ensures we can respect the scheduled time of other patients.
- New Patients: If you are 25 minutes or more late, your appointment may need to be rescheduled. Additional time is reserved for new patient visits to allow for a thorough evaluation.
We understand that unavoidable delays can happen. If you know you will be late, please notify us as soon as possible by phone at 865-666-4411 or email at info@gemneurology.com. We will do our best to accommodate you, but rescheduling may be necessary depending on the day’s schedule.
Exceptions for Emergencies
If your late arrival is due to a legitimate emergency or unavoidable circumstances, please inform our office as soon as possible. We review each situation individually to ensure fairness and flexibility.
To review the full No-Show and Late Arrival Policy for insurance patients, please click here.
3. How do I request medication refills?
For medication refills, please start by checking with your pharmacy. In most cases, our providers make sure you have enough refills to last until your next appointment, except for controlled substances, which require closer monitoring. If there are no refills remaining, your pharmacy can contact our clinic directly on your behalf.
For non-urgent refills, you may also use our
Patient Portal, available 24/7 for your convenience. If you prefer, calling our office is always an option for any questions or immediate concerns regarding your refill needs.
4. How do I request my medical records?
To request your medical records from GEM Neurology, you have several convenient options:
Tebra Patient Portal:
Patients can print their medical records directly from the
Tebra Patient Portal. Simply log in, go to the "Medical Records" section, and select the print option for easy access.
Release of Medical Records Form:
You can call our office to have a “Release of Medical Records” form mailed or faxed to you. Alternatively, you’re welcome to pick up and complete the form in person at our clinic.
Fees
Paper Copies: $0.05 per page (invoice will accompany the records; payment is accepted online or in person).
CD Copies: $6.50 for a complete record.
We strive to make accessing your health information as seamless as possible.
5. What is the main difference between getting botulinum toxin injections (Botox, Xeomin, Myobloc) at GEM Neurology and a hospital-affiliated center clinic?
The key difference is cost.
At hospital-affiliated academic center clinics, there are often additional facility fees for the use of hospital resources. These fees can significantly increase the total cost of treatment, including your out-of-pocket expenses.
At GEM Neurology, a private clinic, there are no facility fees, ensuring that your treatment is more affordable. By choosing GEM Neurology, you not only receive expert care from Dr. Luis Zayas, but you also avoid the financial burdens often associated with hospital-based treatments.
6. What is a Medical Emergency?
A medical emergency is a serious health condition that requires immediate attention to prevent serious harm or potential risk to life.
Here are examples of medical emergencies:
Severe Chest Pain
Especially if accompanied by shortness of breath, sweating, or nausea, as it may indicate a heart attack.
Difficulty Breathing
Includes severe asthma attacks, fluid in the lung, or allergic reactions.
Sudden Weakness or Numbness
Particularly on one side of the body, which may be a sign of a stroke.
Sudden Speech Disturbances
Difficulty speaking or understanding language may also indicate a stroke.
New, Severe sudden onset of Headache
A sudden, intense headache, especially if accompanied by vision changes, confusion, or nausea.
Falls with Head Trauma
Falls resulting in head injury with loss of consciousness, headache, or altered mental status.
Uncontrolled Bleeding
Bleeding that does not stop with pressure may need immediate care.
Loss of Consciousness (New Onset)
Any unexpected loss of consciousness should be treated as an emergency.
Acute or Sudden Altered Mental Status
Sudden confusion or disorientation may indicate a serious condition requiring urgent evaluation.
Seizure Emergencies:
• Impending Status Epilepticus: A seizure lasting more than 5 minutes.
• Multiple Seizures Without Full Recovery: Two or more seizures without regaining baseline awareness between episodes.
Severe Allergic Reactions
Signs include swelling of the face or throat, difficulty breathing, or rash (anaphylaxis).
Serious Injuries
Such as broken bones, deep wounds, or injuries to the head, neck, or spine.
If you or someone else experiences any of these symptoms, CALL 911 immediately or go to the nearest emergency room for medical care.
What are the Common Signs and Symptoms of an Acute Stroke?
7. How Do I Schedule an Appointment as a New Patient at GEM Neurology?
If you would like to become a new patient at GEM Neurology, scheduling an appointment is easy:
For Headache Cases:
- A referral is required. Please have your referring physician send the necessary documents to our office before scheduling.
For All Other Cases:
- No referral is needed unless it is specifically required by your insurance plan.
Check Insurance Requirements:
We strongly recommend contacting your insurance provider before scheduling to confirm your coverage and understand any referral or pre-authorization requirements.
Contact Us to Schedule:
We are here to assist you with any questions during the scheduling process and look forward to providing you with excellent care at GEM Neurology!
8. How can I register for the GEM Neurology patient's Portal?
To register for GEM Neurology's patient portal, please follow these steps:
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Provide Your Email Address: During your visit, share your email address with our front desk staff.
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Receive an Invitation: We'll send you an email invitation to join the patient portal.
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Complete Registration: Click the link in the email and follow the instructions to set up your account.
If you haven't received the invitation or need assistance, contact us at 865-666-4411 or info@gemneurology.com.
Our patient portal allows you to:
- Access your health records
- View test results
- Request prescription refills
- Communicate securely with our team
9. What is the cost for a new or established patient visit if I don’t have medical insurance (Self-pay)?
For self-pay patients at GEM Neurology, the out-of-pocket costs are:
New Patient Visit: $199 (CPT 99205)
Established Patient Visit: $149 (CPT 99215)
Payment is required in advance when scheduling, whether the visit is in-person or via teleneurology.
Additional Information:
Financial Policy Agreement: The Financial Policy for Self-Pay Patients must be signed online or received in the office before scheduling an appointment. Click here to sign the Financial Policy Agreement.
No Referral Needed: Self-pay patients do not require a referral.
10. What to Expect During My First Visit to GEM Neurology?
During your first visit to GEM Neurology, we aim to make your experience as comfortable and informative as possible. Here’s what you can expect:
Arrival: Please arrive at least 15 minutes before your scheduled appointment to allow time for check-in and any final paperwork.
Check-In: Our staff will confirm your personal and insurance information. If you’re a self-pay patient, we will verify payment details.
Initial Assessment: Your provider will review your medical history, discuss your current symptoms, and ask about previous treatments or medications to understand your health background fully.
Comprehensive Evaluation: A thorough neurological examination will be conducted, which may include tests of reflexes, coordination, balance, memory, and muscle strength.
Diagnosis and Discussion: Your provider will go over initial findings, potential diagnoses, and recommend any additional tests. Treatment options for symptom management will be discussed.
Treatment Planning: You and your provider will work together to create a personalized treatment plan, which may include medications, lifestyle recommendations, and follow-up scheduling.
Patient Portal Access: You’ll receive access to our Patient Portal for easy record review, appointment requests, and communication with our team.
Duration: The first appointment typically lasts around 1 hour.
If you have questions or need assistance before your visit, please contact us. We’re here to ensure you feel prepared for your care journey at GEM Neurology.
11. Do you accept Medicaid (TennCare)?
GEM Neurology accepts Medicaid (TennCare) only as a secondary insurance when it complements Medicare.
12. Do I need a referral to schedule an appointment at GEM Neurology?
The need for a referral depends on the type of appointment and your insurance plan:
- For Most Neurology Services: A referral is not required to schedule an appointment with Dr. Luis Zayas at GEM Neurology.
- For Headache Cases: A referral is required.
- Medicare: Traditional Medicare does not require a referral for neurology services. However, some Medicare Advantage plans, especially HMO-based plans, may require a referral.
- Insurance Requirements: Many HMO or managed care plans require a referral to see a neurologist. PPO plans typically do not. If you’re unsure, the safest approach is to obtain a referral from your primary care physician (PCP) before scheduling.
At GEM Neurology, we recommend checking with your insurance provider to confirm whether a referral is needed for coverage. If you have additional questions, our office staff can assist you with the process.