FAQ

Do you perform therapeutic massages?

No.

Do you administer Botox?

No.

Are treatments covered by SIMNSA?

Yes, as long as they are referred by a specialist physician.

If I don’t have insurance, can I be treated as a private patient?

Yes.

Do you provide medical passes?

Yes, provided you have received a service at our clinic.

Can I come with a companion?

No, family members must wait in the waiting area.

If I want to undergo a PRP facial, do I get any special discount for having SIMNSA insurance?

Yes, a preferential price is offered for patients with SIMNSA insurance.

Do you attend to patients without insurance?

Yes.

What treatment is best for my condition?

Before offering any treatment, we provide a specialized medical consultation. The doctor will evaluate and recommend the best treatment based on your diagnosis.

Why do I need to see the internist before seeing the specialist?

The internist will request the necessary studies to direct you to the corresponding specialty.

What does my insurance cover?

The insurance covers all medically necessary procedures. For detailed information about your coverage and limitations, you can review the policy on our website: www.simnsa.com

Can you send the results of the studies via email?

No.

Can the doctor provide study results over the phone?

No.

Can a companion (spouse) accompany the patient to a gynecology consultation if requested by the patient or the spouse themselves?

No, unless expressly authorized or requested by the doctor.

Can any family member attend the consultation?

No, unless they have a physical condition requiring assistance.

What treatments does SIMNSA insurance cover?

SIMNSA insurance covers only therapeutic massage with a $10 USD copay when referred by a SIMNSA doctor. However, as a SIMNSA member, you receive preferential pricing on all Dermalife treatments.

How long is the Therapeutic Massage?

1 hour, 45 minutes of massage.

Do promotional treatments have an expiration date?

Yes, promotional treatments are valid for 4 months. If no sessions are taken within this period, they will be canceled.

What are the operating hours at Dermalife?

Monday to Friday: 8:00 am to 7:00 pm

Saturdays: 8:00 am to 2:00 pm

Closed on Sundays

Do you have a Dermatologist service?

Yes, we have a Dermatologist who provides personalized support for treatments offered at Dermalife.

What are the service areas at Dermalife?

Cosmetology

Massage Therapy

Dermatology Services

Botox Application and Facial Fillers

How far in advance should I schedule my appointment?

For therapeutic massage, preferably 2 weeks in advance. For other treatments, 1 week in advance.

How can I cancel or reschedule my appointment at Dermalife?

By contacting us through our provided contact numbers.

What treatment is best for my skin type?

It’s necessary to visit Dermalife in person for the Cosmetologist to assess your skin type and advise you on the best treatment based on your needs.

Is the staff certified?

Yes, all our staff members are certified and undergo continuous training to provide the best service.

What is the price for a private consultation at the Cardiovascular and Pulmonary Clinic?

The cost is $50 USD.

How much tolerance time is there for my appointment?

A 10-minute tolerance window is provided.

What types of studies are conducted at the Cardiovascular and Pulmonary Clinic?

We conduct a wide range of studies including Holter monitoring, MAPA, echocardiograms, EKGs, Polysomnography, Spirometry, and Stress tests.

What is the copayment for consultations?

The copayment depends on the member’s group within SIMNSA.

What are the clinic’s hours of operation?

Monday to Friday: 7:30 am – 8:00 pm

Saturdays: 7:30 am – 5:00 pm

Sundays: Closed

How long is my interconsultation with a specialist valid?

The interconsultation remains valid for 3 months unless your doctor provides an earlier discharge.

How long does it take to authorize requested studies by the doctor?

The authorization process usually takes 3 to 5 business days. You can call to check the authorization status.

What specialties are treated in our area?

We attend specialties including Cardiology, Pediatric Cardiology, Angiology, Pulmonology, and Inhalation Therapy (Spirometry).

How long is the medical pass valid for?

48 hours from the time of issuance.

Can a family member pick up my prescription?

They can obtain a copy if there’s a pending refill or prescription renewal.

How long does it take to provide me with a medical record?

With surgery, 7 to 10 days; without surgery, 5 to 7 business days.

If I can’t pick up my medication, can a family member do it?

Yes, by presenting the prescription and paying the respective copayment.

Can my family member attend the appointment on my behalf?

Only under specific circumstances, such as migratory issues, existing medical history, post-operative/discharge from the hospital, or a positive COVID diagnosis. They must provide documents justifying the situation.

Can I get a medical pass if I consulted with an external doctor within SIMNSA’s network?

Yes, with documentation proving the consultation.

Can strips and lancets be provided without a prescription?

No, a valid prescription specifically requesting these products is required.

How long does it take to authorize surgery? Can it take up to 1 month for authorization?

The time for authorizing surgery varies. It can take up to one month once requested.

Are eyeglasses covered?

They are only authorized for minors in specific groups (P5-15 and P10-15).

What cards are accepted?

American Express, Visa, or MasterCard.

Do you offer courtesy parking (Easy Park)? From what time does the timing start?

Yes, two hours of courtesy parking are offered, and the timing starts upon receiving the ticket at the parking entrance.

Can medical records or consultation notes be accessed through email or online?

No, but you can request a printout at the customer service area.

Where and with whom should one go for surgery authorization?

The surgery authorization process involves two reviews: first with the surgery coordinator and then the signature of the Medical Director. This process may take approximately 15 business days. In urgent cases, it’s expedited and authorized immediately. To check the status of a surgery, one can contact Medical Direction for assistance from the area’s assistants.

Where to address medical complaints and ensure they are addressed?

Medical complaints can be directed to Customer Service or the complaints department, which are forwarded to Medical Direction for follow-up with the affected person and the treating physician. Resolutions are determined in the ethics committee, considering the provider’s and affected person’s responses, ranging from a warning to more severe measures if the complaint is recurrent.

Are you familiar with incapacity processes and who can provide guidance?

The incapacity program is a U.S. government benefit, and Medical Direction does not provide information about it. The doctor in charge of the incapacity fills out the necessary documents requested by the worker. More information can be found at the link: https://edd.ca.gov/Disability/

Why should one go through Internal Medicine before seeing specialists?

Three subspecialties (endocrinology, gastroenterology, and rheumatology) go through Internal Medicine before their subspecialty appointment. This streamlines the request for studies and treatment, as these are branches of Internal Medicine, facilitating the start of the process with previous exams to optimize appointments due to the high demand for these subspecialties.

Why can’t General Medicine provide treatment for diabetes, hypertension, or other control medications?

General Medicine can offer basic management, but long-term treatment of chronic diseases is handled at the Metabolic Clinic. This area manages a multidisciplinary approach for comprehensive control with nutritional and psychological support to prevent chronic complications in degenerative chronic diseases.

Do I need to be fasting for any test?

Yes, a minimum fasting period of 8 hours is required, not exceeding 12 hours for most tests. Specific information should be requested before presenting for the tests.

How long does it take to get the results?

For routine tests, if samples are taken Monday to Friday in the morning, results will be available after 6:00 PM (Monday to Friday) or the following Monday after 5:00 PM (if taken on Saturday or Sunday). For special tests, the overseeing chemist will inform about the waiting time.

What are the instructions for getting tests done?

It depends on the case; you should contact the laboratory with the request in hand to get specific instructions.

What are the hours ?

For fasting sample collection: Monday to Saturday from 7:00 AM to 12:00 PM, and Sunday from 7:00 AM to 11:00 AM.

Can I drink water?

For most tests, it’s allowed, but it’s advisable to inquire before undergoing them.

Can I make an appointment?

The laboratory does not manage appointments, only operating hours.

Can I undergo tests during my menstrual period?

Some blood tests can be done, but urine, stool samples, and some blood tests cannot be taken during this period.

After visiting the laboratory, how can I obtain the results?

The results are sent to the electronic record, and an appointment with the doctor is required to receive them. They can also be checked on the simnsa.com platform or collected as a printed copy at the customer service (only for SIMNSA patients; private patients and Mexsalud patients can receive results by mail).

Can I consume alcohol the day before the test?

No, it’s recommended to wait at least 3 days after consuming alcoholic beverages.

If I don’t have SIMNSA, can I get tests done?

Yes, all patients are welcome to undergo tests at the laboratory.

Do you administer COVID vaccines?

No, COVID vaccines are not administered at the clinic.

Do you administer vaccines from the American basic immunization schedule?

Yes, we administer vaccines from the American basic immunization schedule.

Do you provide Vaccination Cards?

No, Vaccination Cards are obtained at a Health Center.

Can you provide cell phone numbers for the Pediatric doctors?

We do not provide personal information about doctors. You can call the pediatric clinic to request necessary information directly from the doctor.

Can you send information by mail about medical notes, COVID test results, or administered vaccines?

We cannot send personal patient information. You need to request medical records from the Customer Service area. Vaccine records are requested directly from pediatrics, but all information is provided in person.

Do the Pediatricians attend to patients between appointments?

Yes, if you don’t have an appointment and need to be seen by a specific pediatric doctor, you can arrive within the consultation hours.

Do you accept credit or debit card payments?

Yes, we accept credit or debit card payments.

Can I make payments via bank transfer?

No, we only accept cash or card payments.

Can I schedule Dental appointments in Pediatrics?

No, dental appointments can be made within the pediatrics area, through the Call Center, or in the appointments module.

Are interconsultations required in the Health and Wellness area?

Interconsultation is only required for psychiatry, for both adults and minors. This should be updated within the last three months or if the patient frequently visits the area.

Are couple and family therapies scheduled as first-time appointments?

No, these therapies are not scheduled initially. Patients must first undergo individual therapy. Based on the consultation results, the psychologist will determine the need for couple or individual therapy. A separate appointment must be scheduled for each patient, even if attending together.

Are language therapies provided in the Health and Wellness area?

Yes, they are conducted in Health and Wellness. They are authorized beforehand by Health and Wellness Coordination. Sessions are authorized in blocks of 10, with a $10 USD copayment.

Who performs psychology tests in the Health and Wellness clinic?

These tests are conducted by a medically trained expert in test application. Prior authorization is required, and once authorized, the clinic must be called to schedule the appointment.

Are there bilingual psychologists?

Yes, there are bilingual doctors available, including psychologists and psychiatrists.

Are infants attended to in the Health and Wellness area?

Pediatric care is provided in the Cardiology area, 4th floor building C (temporarily), with specialized doctors in infant health and wellness.

Are medical records or notes provided for psychology or psychiatry?

No, only a medical summary is provided in a letter previously requested and authorized solely by the patient through customer service.

What is the grace period?

It’s only 10 minutes. In some cases, the doctor may attend to the patient but will use only the remaining time for the consultation to avoid delaying other patients. In psychiatry, if a patient only comes for medication, only the prescription will be provided.

What option do patients without appointments have if they’ll run out of medication?

They’re offered the option of telemedicine if they have prior follow-up with the psychiatrist and adhere to their medical protocol.

Are there crisis intervention calls?

Yes, calls received outside clinic hours are attended by locating the available doctor for intervention. During consultation hours, calls are transferred to the clinic for quick intervention by an available psychologist.

Are talks given on various mental health topics?

Yes, a different talk is conducted each week, usually on Wednesdays at 4:00 pm in the clinic’s waiting area, led by one of the clinic’s doctors.

What is the process to schedule an appointment with an External Doctor?

1. 1. You must be referred by a doctor within the SIMNSA network present at our facilities.
   2. Bring your printed Interconsultation to the Medical Management area for authorization. Confirmation of the external office’s phone number and address will be provided there.
   3. Once authorized, the patient makes a call to schedule their appointment at the specified location.

What is the process to schedule an appointment for an External Study outside SIMNSA facilities?

1. 1. 1. You must be referred by a doctor within the SIMNSA network at our facilities.
      2. The reference for the special study is printed and authorized by Medical Management within a maximum period of 15 business days. The Medical Management area contacts the patient to deliver the printed request along with the address and phone numbers of the location to visit.
      3. The patient makes a call to schedule their appointment at the specified location and must present their authorized request.

Are interconsultations required in the Health and Wellness area?

Interconsultation is only required for psychiatry, for both adults and minors. This should be updated within the last three months or if the patient frequently visits the area.

Are couple and family therapies scheduled as first-time appointments?

No, these therapies are not scheduled initially. Patients must first undergo individual therapy. Based on the consultation results, the psychologist will determine the need for couple or individual therapy. A separate appointment must be scheduled for each patient, even if attending together.

Are language therapies provided in the Health and Wellness area?

Yes, they are conducted in Health and Wellness. They are authorized beforehand by Health and Wellness Coordination. Sessions are authorized in blocks of 10, with a $10 USD copayment.

Who performs psychology tests in the Health and Wellness clinic?

These tests are conducted by a medically trained expert in test application. Prior authorization is required, and once authorized, the clinic must be called to schedule the appointment.

Are there bilingual psychologists?

Yes, there are bilingual doctors available, including psychologists and psychiatrists.

Are infants attended to in the Health and Wellness area?

Pediatric care is provided in the Cardiology area, 4th floor building C (temporarily), with specialized doctors in infant health and wellness.

Are medical records or notes provided for psychology or psychiatry?

No, only a medical summary is provided in a letter previously requested and authorized solely by the patient through customer service.

What is the grace period?

It’s only 10 minutes. In some cases, the doctor may attend to the patient but will use only the remaining time for the consultation to avoid delaying other patients. In psychiatry, if a patient only comes for medication, only the prescription will be provided.

What option do patients without appointments have if they’ll run out of medication?

They’re offered the option of telemedicine if they have prior follow-up with the psychiatrist and adhere to their medical protocol.

Are there crisis intervention calls?

Yes, calls received outside clinic hours are attended by locating the available doctor for intervention. During consultation hours, calls are transferred to the clinic for quick intervention by an available psychologist.

Are talks given on various mental health topics?

Yes, a different talk is conducted each week, usually on Wednesdays at 4:00 pm in the clinic’s waiting area, led by one of the clinic’s doctors.