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Frequently Asked Questions

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We Are Here to Help

If your question is not answered here, please contact the medical center you usually visit.

Up to what age do you care for patients?

We generally provide pediatric care to infants, children, adolescents, and young adults up to the age of 21 years as long as they are dependents of their parents/legal guardians. That is: living at home or away at college and are not married or have children of their own.

Are you taking new patients?

In general, yes, we are accepting new patients if they are less than 17 years old. The reason for this age restriction is that we believe you will have better continuity of care if after your 17th birthday you start (and continue) with an internist or family doctor in the area rather than have us see you for a short period of time and then have to leave our practice as you become an independent adult.

Who is allowed to bring my child to the office?

With your written permission, any person is allowed to bring your child to the office. We strongly recommend a parent/legal guardian accompany your child to the office for any well child checkups, vaccinations, or procedures (or at least be available by telephone) so that you are available to answer any questions that may come up in the course of that visit. Your signature is also needed for any vaccines your child receives. Children 18 years old and up may sign for themselves.

How far in advance should I schedule my next well child checkup?

If you have a new baby you should call the office the day after your discharge from the hospital to schedule an appointment, usually 1-2 weeks after discharge. For other appointments certain providers have busier schedules than others do. Most schedules are made up several months in advance. It is best to set up your child's next well child checkup at least 2-3 months in advance.

What should I do if I forget about my appointment or need to cancel or change my appointment?

We view our relationship as a partnership. We will usually, but not always, call to confirm and remind you about an upcoming appointment. Your part of the partnership is to arrive on time or call and cancel or reschedule if you are unable to keep your appointment. If you are unable to keep your appointment please notify us at least 24 hours in advance or as soon as possible so other patients who may need to be seen can be accommodated.

Will my child always see the same doctor when they come to the office?

For well child visits and most sick visits each pediatrician, nurse practitioner, or physicians assistant will care for their own patients. However, it is possible that due to emergencies or absence from the office, one of the other pediatricians, nurse practitioners, or physician assistants may see your child. In the case of urgent visits the provider in the office or physician on call will see your child.

Can I switch my child to a different primary care provider in your office? Or to a different PPNP office?

Certainly. We recognize that patients' and families' needs and preferences can change with time and people move. With rare exceptions, all you need to do to switch primary care providers is to notify the front desk of your wish to switch from one provider to another.

How can I get a copy of my child's immunizations (or medical record)?

Simple. Call or stop by the office and request a copy of your child's immunizations which we can usually print right from our computer data bank.

How does your office handle school/sports/camp/daycare forms that need to be completed and signed?

If your child is up to date on their regular well child check-ups, we are happy to fill out forms for school, sports, daycare, or camps. Forms can be dropped off or faxed to our office. If you will be picking up the form, let us know and we will call you when it is completed. If you would prefer to have the formed mailed to a specified address, please include a written note with your permission to do so and stamped and addressed envelope to speed processing. Most forms are completed within a few business days. Please notify us if there is a deadline for the form to be completed and we will do our best to accommodate you.

How do I get a prescription refilled?

To refill a prescription please call the office and leave the following:

Your child’s name
His/her date of birth
The name of the medication
The telephone number of the pharmacy (if you want us to call it in to the pharmacy)
Your name along with a telephone number where you can be reached if there is a problem or question about your refill request.

Most requests will be taken care of by 4 p.m. the next regular business day after you call. Routine prescription refills are not processed after hours or weekends when the office is closed.

Please note: stimulant medications used to treat ADD or ADHD such as methylphenidate, Dexedrine, or Adderall cannot be called into the pharmacy.

I have a complaint. Who should I contact?

The Patient Advocacy Program at Cumberland Family Medical Center, Inc. is designed to assist patients in navigating the various services provided, and assures that patient’s health care needs are met.

The Patient Advocate provides the following services:

Connects patients with community resources available to them and their family
Assists with gathering information as needed
Is proactive in the patients favor
Works collaboratively with clinical staff to bridge the gap between the patient and the health care providers
Listens to the patients’ questions and concerns and seeks the answers to assure that they are satisfied with the services provided
Listens to the patients’ complaints and suggestions for improvement
The Patient Advocate will ensure that the patient experiences the best care in a compassionate and respectful way.

Your feedback is important to us! Please take our patient satisfaction survey by clicking here.

We strive to provide excellent care and value your thoughts about your experience with us. Please let us know about any concerns you have or if there's an employee who should be recognized for outstanding care. You may contact Wendy Bullock, Patient Advocate at 270-866-2889 or via email at wbullock@cumberlandfamilymedical.com.

Insurance & Payments

Our staff is available to help our patients determine eligibility for discounted medical services. Such options may include but not be limited to our own Sliding Fee Scale Discount, Prompt Pay, KCHIP, Medicaid, and other contractual services as covered by virtue of our FQHC status.

For patients who do not have private health insurance coverage or who may be unable to pay the full fee for services rendered at any of our clinics, we offer a Sliding Fee Discount. It is the responsibility of the patient to provide the evidence of eligibility to participate in this program. To do so, patients should bring at least one of the following to the health center:

Current year’s 1040 tax form
A pay check stub
An unemployment stub
A letter (on letterhead stationery) from your employer stating current salary/wages
A letter of reference from a 501(c)(3) non-profit organization on their letterhead may be accepted if none of the above are available.

Discounts are determined based on household size and income as illustrated in the Sliding Fee Scale Chart.

All of our clinics accept all health insurance plans as well as Medicaid, Medicare, and KCHIP.

All patients are eligible for services regardless of health coverage status. Most major credit/debit cards are also accepted. For more information on Sliding Fee Scale eligibility, other payment options, or for assistance in completing enrollment forms for KCHIP, call any of our locations.

We are pleased to offer assistance to those in our communities through the KyNector program. At no obligation to the patient, you may contact any of our clinics for assistance in learning more about the Affordable Care Act and the insurance options that may be available to you through this program.

Billing & Financial Assistance

Patients with questions regarding their bill, insurance, or other office charges may contact the following persons in our Billing Department between 8:00 AM and 4:30 PM, Monday through Friday:

Cheryl Green
Director of Business Administration
PO Box 2399
Russell Springs, KY 42642-4622
P: 270.858.6655
F: 270.858.4025
Email: cgreen@cumberlandfamilymedical.com

Shirley Elmore
Accounts Receivable Supervisor
PO Box 1080
Burkesville, KY 42717
P: 270.864.2889
F: 270.864.1693
Email: selmore@cumberlandfamilymedical.com