For Patients

Need information? We’re here to help

Thank you for putting your trust in Group Health. This patient guide is designed to answer questions about Group Health, assist with insurance and billing, provide access to often-used forms and help you manage your care.

First, see our Frequently Asked Questions below. If you have additional questions, please contact us or call 513.246.7000.

What do I need to know if I am a new Group Health patient?
To help serve you better, Group Health asks that you:

  • Arrive 15-20 minutes early for your first appointment.
  • Bring a current copy of your medical insurance card.
  • If possible, bring the Involvement Of Care Form (PDF).
  • Bring a list of all medications that you are currently taking, including strength and dosage.
  • For children, bring a current record of immunizations.

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How do I find out about insurance, co-payments and benefits?
Group Health serves patients with many types of insurance including HMOs, PPOs, Medicare and other insurance plans. If you are not sure if Group Health is on your plan, check with your insurance carrier. See our insurance page for more information.

Click here for a list of participating plans.

A co-payment (co-pay) is the amount a patient is required to pay at the time certain services are rendered. Any co-pays required by your insurance are due at the time of your visit. Refer to your insurance benefit summary for the co-pays that apply to you.

Patients are asked to bring their insurance cards to each visit so that insurance coverage can be confirmed. Patients not covered by insurance will be asked to pay at the time medical services are rendered. Insurance benefits vary from plan to plan, so please contact your insurance carrier or employer regarding your policy's benefits.

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Do I need to choose a Primary Care Physician (PCP)?
Group Health recommends that you choose a primary care physician. We believe that a primary care physician is essential for the most effective and efficient delivery of care. This physician plays a key role in coordinating your care with specialty physicians and other members of your care team. With Group Health's electronic medical record system, Group Health doctors can share information about your care to help prevent duplicate and unnecessary tests and treatments.

Some insurance plans require that you designate a primary care physician. Please check with your insurance carrier. The insurance carrier’s customer service number usually can be found on the back of your insurance card. If you are looking for a primary care physician, use our searchable provider directory to learn more about our doctors.

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What about retrieval or transfer of my medical records?
If you have not already made arrangements to have your medical records forwarded to Group Health, we will request that your records be sent to us.

To protect patient confidentiality, Group Health is required to obtain a Medical Records Release form – signed and dated by the patient – for the release of medical records, including X-rays and immunization records.

If you move, we will transfer your records to your new physician. Please allow seven to 10 business days for this transfer to occur.

There is no charge for medical records sent directly to another physician. However, there is a fee (based on the number of pages and accessibility) for records requested for personal use, by an attorney or by an insurance company.

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Do I need an appointment to see a Group Health physician or provider?
All appointments are scheduled in advance by calling 513.246.7000. A scheduling associate will provide you with the earliest available appointment that is convenient for you. If your physician isn’t available, you’ll be offered an appointment with an alternate physician. If you are unable to keep an appointment, 24-hour notice of cancellation is required. Failure to keep appointments may compromise your medical care and prevent other patients from being seen.

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I need to see a primary care doctor, but I'm confused. What's the difference between Pediatrics, Family Practice and Internal Medicine?
Pediatricians provide and coordinate healthcare for infants, adolescents and teens through the age of 18.

Family Practice physicians provide continuing and comprehensive healthcare for the entire family, including children and adults.

Internal Medicine physicians (internists) provide healthcare for adults 18 and older, and they coordinate all aspects of patient healthcare.

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What are Physician Assistants (PAs) and Nurse Practitioners (NPs)?
Physician assistants (PAs) are medical professionals who have trained at accredited colleges and completed clinical rotations in several healthcare areas and specialties.

Advanced practice nurses, or nurse practitioners (NPs), are licensed registered nurses who have earned a master’s degree in science or have advanced education, training and skills in a healthcare specialty such as family practice, pediatrics and women's health.

Both PAs and NPs perform patient medical interviews and physical exams to identify, evaluate and treat problems and prescribe medications. They advise patients on health-risk behaviors and facilitate access to appropriate medical resources. They perform minor procedures in the office and collaborate with physicians on a daily basis in all aspects of a patient's care.

At Group Health, the patient, physician, NPs and PAs collaborate as a team in meeting a patient's medical needs. Group Health NPs practice in internal medicine, pediatrics and obstetrics/gynecology. They help provide a patient's gynecological care, prenatal care and contraceptive counseling, as well as episodic problem evaluation and treatment.

Group Health PAs specialize in internal medicine, dermatology, and rehabilitative medicine.

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Who can I call if I get sick after office hours?
Contact our after-hours answering service at 513.246.7023 for medical advice.

Depending on your specific symptoms and situation, the answering service staff will advise you to call 9-1-1, go to a hospital emergency room, go to an urgent care facility, or schedule an appointment with your Group Health physician the next business day.

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What do I do in case of an emergency?
In a life-threatening situation, call 9-1-1, and the paramedics will take you to the nearest hospital emergency room.

For urgent medical needs other than emergencies, call your regular Group Health physician. If after office hours, call our after-hours answering service at 513.246.7023.

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How do I get a referral to a specialist?
Your primary care physician will coordinate your care and make appropriate referrals to specialists. Specialist referral procedures vary greatly by insurance plan. Please check with your insurance company to verify its specific specialty referral process.

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Can I use a Group Health pharmacy to get my prescriptions?
Our pharmacies accept most major insurance plans. If you are not sure if our pharmacy accepts your plan, check with your insurance carrier. Group Health also offers a $4 generic prescription savings plan. Click here for details. In most cases, your physician can send your prescription directly to our pharmacy and it will be ready to pick up when you leave the office. We also offer online pharmacy refills.

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How do I get my prescription refilled?
There are three ways you can get your prescription refilled:

  • Use the automated pharmacy refill number at each Group Health center.
  • Use the online Group Health prescription refill request.
  • Contact the Group Health pharmacy directly.

To refill your prescription you will need the Rx number from the container.

Try to avoid waiting until your supply runs out. Not all requests can be processed in the same day. If your prescription has no more refills, allow 48 hours for processing.

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I have a question about a bill I received. Where do I call?
You may contact our Patient Accounts representatives at 513.246.7800 with any questions regarding Group Health bills.

If you have a question regarding a statement you received from your insurance company, contact your insurance company's customer service department. In most cases, the phone number can be found on the back of your insurance card.

For more information about billing, please see the Insurance and Billing section in the Patient Guide.

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I have a hearing impairment. How can I reach a provider?
You can contact the Ohio Relay Service via TTY or voice. Call 800.750.0750 to communicate with Group Health (513.246.7000). In Kentucky, the number for voice callers is 800.648.6057, and the number for TTY callers is 800.648.6056.

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Does Group Health provide any support for hearing impaired patients?
Group Health provides hearing impaired patients with live interpretation services each time the patient meets with one of our health care providers. To provide this service as efficiently as possible, we request that any rescheduling or cancellation of appointments be completed at least 48 hours in advance. This enables us to release the interpreters we have reserved for you, making it possible for them to help other patients and help us avoid unnecessary costs.

Note: You can cancel an appointment by calling 513.246.7000. Please be sure to inform the scheduler that the interpreter needs to be cancelled as well as the appointment.

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May I bring my pet to my appointment?
Other than seeing-eye dogs and service pets, we ask that you leave any animals at home.

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