We have provided some tips to help you prepare for your visits with Sun Life’s providers. Before you call or visit, please be sure to write down any question(s) you have regarding your health.
Bring the following with you to all appointments:
- Driver’s License & most current Health Insurance Card(s). Without proper identification from you, the insurance may deny the claim, and you may be responsible for the charges.
- Medical records (if transferring from another provider)
- All the medications you are currently taking. Remember to include any over the counter medications (aspirin, antacids, vitamins and herbals). Our staff will update your medications in your Sun Life medical record.
- Immunization Records to include originals and copies from previous health care providers.
- If your insurance requires a referral, please have your approved referral at the time of your visit.
I am sick today, and don’t have an appointment. What can I do?
In order to provide you prompt service with the physician of your choice, it is best to call to make an appointment. If you need to be seen immediately, and do not have an appointment, you may be seen as a same day patient with your provider’s physician assistant (based on availability). You can simply walk-in or call ahead if you want to decrease your wait time.
I’m on Sun Life’s Medical Discount program, I received a bill in the mail saying I owe money, but I paid my $25 when I saw the doctor. Why do I owe more?
Sun Life’s discounts allow patients to pay variable rates for services, depending on household size and income. Each program (medical, dental, maternity) is different, and does require financial responsibility from you. Please be sure to know your discount program, and the specifics regarding balances. If you have any questions regarding your discount program, please contact our Outreach & Enrollment office, 520-381-0319.
If you have any concerns or questions about your bill, please contact one of our Patient Account Specialists, 520-381-0317.
I received a bill in the mail saying I owe money. I have insurance, and paid my co-pay at my doctor’s visit. Why do I owe more?
Sometimes a patient might receive a bill if the patient has exceeded the maximum benefit that year for services, for non-covered services, or if the co-pay was more than what the insurance quoted us at the time of verifying benefits. Sun Life is contracted with most insurance plans; your contracted co-payment is expected at the time of service. It is your responsibility to understand your insurance coverage (what is and what is not a covered service). We accept cash, check, Visa, Master Card and Discover. We also accept Care Credit for Dental Services. If your check is returned for non-sufficient funds, we will charge a $25.00 fee to your account. Account balances should be paid within 30 days from the date of your statement. Outstanding Balances over 120 days will be transferred to a collection agency unless payment arrangements have been made with our patient account specialists. If you have any concerns or questions about your bill, please contact one of our Patient Account Specialists, 520-381-0317.
What is an Advance Directive, and where can I get paperwork?
Advance health care directives or advance directives are instructions given by individuals specifying what actions should be taken for their health in the event that they are no longer able to make decisions due to illness or incapacity. A living will is one form of advance directive, leaving instructions for treatment. Another form authorizes a specific type of power of attorney or health care proxy, where someone is appointed by the individual to make decisions on their behalf when they are incapacitated. People may also have a combination of both. It is often encouraged that people complete both documents to provide the most comprehensive guidance regarding their care. If you would like to exercise your right to document your health care directives, and have not yet done so, ask our registration staff for a Health Care Decisions packet.
What if I have questions regarding my Medications?
It is important to tell your medical provider about any drug allergies you have. Read the label when you get your medicine, including all warnings.
Our pharmacists are happy to help you with any concerns you have with your medications. Make sure your medicine is what the health care provider ordered and know how to use it. Make sure to ask the pharmacist about a medication refill that appears different in color, shape or size than the medication you are used to. Ask about side effects and what to avoid while taking any medicine prescribed for you.
I have an appointment, but something came up. Can I just skip my appointment?
If you cannot keep your scheduled appointment, it is very important that you call us as soon as possible to cancel/reschedule. This will give us an opportunity to offer your appointment time to another patient. Additionally, with your cancellation noted, our records will reflect that you do not have a history of missed appointments.
The fire alarm went off when I was waiting to be seen, should I be worried?
Sun Life periodically holds emergency drills. These drills are to ensure that all staff is aware of and follows the appropriate procedures in the event of an actual emergency. During an actual event, our staff’s first priority is your safety.
When do I hear about my Lab Results?
Most lab results are available within seven (7) working days. Patients with abnormal results are notified by their provider's office. Patients with results within normal limits are not routinely notified. Per Sun Life Family Health Center protocol, lab personnel are not authorized to give out lab results. If you would like your lab results, please call your Sun Life location.
I think I left one of my personal belongings in the exam room, what do I do?
If you need to report a lost item, please contact the staff in your provider’s lobby. All lost items are taken to the front (registration) desk.
Can I use my mobile phones while waiting for my doctor?
Use of cellular phones is not permitted in patient care areas. If you must use your mobile phone to make or receive a call, please do so in the patient lobby.
Where do I Park?
Ample patient parking is available at all of our offices, including handicap accessible parking. Please do not park in areas designated for staff parking.
Does Sun Life have a rule on smoking?
As a provider of health care and promoter for the physical well-being of the community, it is Sun Life’s policy to maintain a smoke-free environment. Per Arizona Revised Statute, smoking is prohibited in health care institutions. In addition, smoking is prohibited within twenty-five (25) feet of any entrance into Sun Life buildings.
Can I bring my pet in with me?
Only service animals are permitted inside Sun Life facilities. Service animals are defined as any animal individually trained and certified to provide assistance to an individual with a disability. A service animal is not a pet.