FAQ
General
Why doesn’t anyone answer phone or call back
We apologize for the inconvenience, but due to the high volume of calls we receive and our front desk or clinical staff assisting patients in the facility, we may not be able to answer the phone right away. However, we promise to return your call within 24 to 48 hours. For quicker communication, feel free to send us a text at 912-206-8921.
What is your cancellation policy?
- Office Visits: While our office does not currently charge a fee for appointment no-shows or late cancellations (less than 24hours), excessive patient no-showing and late cancellations may result in dismissal from our practice.
- Procedures:
- Cancellations less than 72 hours prior to your procedure date will result in a $150 fee.
- No-showing to your procedure will result in a $150 fee.
- If a procedure must be repeated/rescheduled due to poor patient prep, this may result in multiple insurance claims and additional co-pays/deductibles from your insurance therefore your responsibility for payment.
Which location is my appointment?
If you're having trouble recalling the location of your doctor's appointment or procedure, you can easily sign into our patient portal to find the information. Alternatively, feel free to text us at 912-206-8921. You can also reach our office by calling 912-354-9447. Please keep in mind that due to high call volumes, our response may not be immediate; therefore, the quickest way to get assistance is by sending a message through the patient portal or by texting us.
How do I enroll in patient portal?
To access the patient portal, follow these steps:
- Visit our website and click on the Patient Portal link located under Patient Resources. Or, ask anyone from our care team to email you the link.
- Ensure you have an email address, as an invitation will be sent to you with your pin number to enroll in the portal.
- Within the demographics section, locate the portal access button.
- Check the box labeled “Portal” and then select the box indicating “Portal access instructions provided,” before clicking send.
Note: You cannot use the same email address for two different portals.
Do I need a referral to see a GI physician?
- Office Visits: Some insurance companies may require a referral so it is your responsibility to be aware of your specific plan(s) coverage and benefits for an office visit. If you self-refer you may have a higher copay than with a referral.
- Screening Colonoscopies: You do not need a referral to schedule a screening colonoscopy.
Can I get a copy of my records
All your medical records, lab results, test outcomes, appointments, and more should be accessible through the patient portal. You can create your account for the patient portal by clicking here. If you can't find what you're looking for, feel free to text our office at 912-206-8921.
What are our lab hours?
The lab hours at the Stephenson location are Monday to Friday from 8:00 AM to 4:00 PM, with a daily lunch break from 12:30 PM to 1:30 PM. Additionally, you can have your lab work completed at other facilities such as LabCorp, St. Joseph's/Candler, and more, depending on your insurance coverage.
May I switch physicians
Yes, if, for any reason, you would like to change your physician within our practice, simply inform the scheduling coordinator, and we will arrange an appointment with another provider.
Procedure Preparation
Why do I need to have IV access?
A nurse will need to initiate an IV, as this is the main method through which you will receive anesthesia.
What does anesthesia entail?
We exclusively use Propofol, a fast-acting, intravenous (IV) drug designed to induce and maintain general anesthesia sedation during the procedure. Propofol allows you to breathe independently, meaning you are not intubated during the procedure. A nasal canula to supply supplemental oxygen. Propofol will make you fall asleep quickly and wake up right after the procedure.
Why can’t I eat or drink anything within two hours of my procedure arrival time?
- Please follow your physician’s instructions on when to stop eating/drinking prior to your specific procedure.
- For all procedures other than colonoscopies: It is essential that you refrain from consuming anything by mouth for at least 2 hours prior to your procedure to ensure your safety. You should avoid eating or drinking (typically for 2–8 hours, depending on the type of food or drink) before receiving anesthesia. This precaution is primarily taken to prevent pulmonary aspiration, a serious complication where stomach contents may enter the lungs. Anesthesia relaxes your body and suppresses reflexes such as swallowing and coughing, increasing the risk of stomach contents entering the airway, which can potentially lead to severe pneumonia or respiratory failure. Also, ensuring that your stomach is empty reduces the risk of vomiting during the procedure.
- For colonoscopies: Please refrain from eating the day prior to your colonoscopy, while you are undergoing your procedure prep and only clear liquids the day before and no liquids at least two hours prior to your colonoscopy.
Why can’t I drink the prep all at once? Why do I have to get up in the middle of the night and drink prep?
- The prep works more effectively when divided:
- The first dose cleans the center of the colon.
- The second dose cleans the colon walls.
- A double (or split-dose) preparation for a colonoscopy is essential for ensuring a thorough cleanout. Even while fasting, the body continues to produce waste, mucus, and bile. By taking half of the prep the night before and the remaining half of the morning of the procedure, you achieve:
- Maximum clarity
- Higher polyp detection rates
- A better and safer examination
What exactly are clear liquids?
- Before a colonoscopy, it's essential to consume only clear liquids. This ensures that your colon is entirely empty, providing the doctor with a clear, unobstructed view of the intestinal lining to identify any polyps or diseases. These liquids leave no solid residue, prevent staining, and help keep you hydrated while allowing your digestive system to rest.
- Clear Liquids List
Do I have to take all my jewelry off?
On the day of your procedure, you don’t need to remove all your jewelry; however, we strongly recommend that you do so and leave it at home for safekeeping. Please note that we cannot be held responsible for any damage or loss that may occur to your jewelry during the procedure.
Do I have to remove my full/partial plates?
- Colonoscopies: If you do not sleep with your full or partial mouth plates/dentures, there is no need to remove them before the procedure. However, if you typically do NOT sleep in them, you must remove them prior to your colonoscopy.
- Upper Endoscopy: All partial/full plates and dentures must be removed prior to the procedure.
What do I do if the colonoscopy prep doesn't work?
- On the day of the procedure, the ideal bowel output should be a clear, bright yellow (similar in appearance to urine). On the day of your procedure, if there are any particulates, semi-formed, or solid stools, it is important to call or text us right away. Additionally, you should be able to see the bottom of the toilet after you have a bowel movement on the day of your procedure.
- If you think the prep isn’t working, then text our office immediately at 912-206-8921.
What medication can I take the day of the procedure?
- The following medications are acceptable to take with a small sip of water at a minimum of two hours prior to your procedure:
- Blood pressure medications
- Seizure medications
- Anxiety medications
- Chronic pain medications
- For any diabetes medication, please refer to the instruction packet that was emailed or texted to you.
Why can’t I resume normal activities right away, like driving myself to and from the procedure?
- After receiving any form of anesthesia, you are considered legally intoxicated for 12 hours, even if you feel perfectly fine. It's crucial that you do not jump back into your regular activities immediately, as your body requires time to process the drugs, heal from the surgical stress, and regain cognitive function.
- Be aware that lingering effects—such as dizziness, fatigue, nausea, and impaired judgment—can persist for hours or even days. Therefore, engaging in activities like driving, operating machinery, or making significant decisions during this time is unsafe.
When can I restart medications? (blood thinners, Diabetes meds, weight loss meds etc.)
In most instances, you can resume your medications after your procedure on the same day. However, we may request that you refrain from taking any blood thinners for an additional day. Your care team will give further instructions on the day of your procedure.
Clinical
Expected turnaround time for a patient to receive a call about their referral to our practice?
After we receive the referral from your primary care physician or another specialist, we usually make every effort to contact you within 7 to 10 days to arrange your appointment or procedure. If you haven't heard from us within that period, or if you need to schedule sooner, please feel free to text us at 912-206-8921.
Why am I still having the same issues after normal results are given?
Based on your symptoms, the doctor will perform a series of preliminary tests to uncover the underlying cause. If the results are normal yet you still face issues, further testing may be required, which could involve an endoscopy to closely inspect your intestines. Since gastrointestinal problems can arise from multiple factors, a variety of tests may be necessary to accurately identify the cause and establish an appropriate treatment plan.
Do I have to come in for my follow-up appointment?
If your physician informs you that a follow-up visit is unnecessary due to improved or resolved symptoms, and your procedural test results are normal, you may cancel your appointment at least 48 hours in advance. However, please remember that a yearly visit is required to obtain refills for any prescription medications. Should your results be abnormal, it is essential to attend your follow-up appointment to discuss the next steps with your physician.
How long will it take to get my test results, imaging scheduled, or referrals sent to other specialists?
Times can vary for each of these but typically within 5-7 business days.
Is my colonoscopy preventative, diagnostic or surveillance?
- Your doctor will explain to you what type of colonoscopy you are having and why.
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- Preventative (average risk) Screening Colonoscopy: The patient, over the age of 45, will be asymptomatic (no symptoms either past or present), without a personal or family history of gastrointestinal disease, colon polyps or cancer. The patient has not undergone a colonoscopy within the last 10 years. If the presence of a polyp(s) is found, then removal of polyps could cause the screening to turn diagnostic.
- Surveillance/High Risk Screening Colonoscopy: Patient is asymptomatic (no gastrointestinal symptoms either past or present), but has personal history of gastrointestinal disease, personal and/or family history of colon polyps, or cancer. Patients in this category are required to undergo colonoscopy surveillance at shortened intervals (e.g. every 2-5 years). Although your provider may say “screening” your insurance company may not recognize these conditions as preventative. Removal of polyps found during this procedure may not apply to your preventative benefits.
- Diagnostic/Therapeutic Colonoscopy: The colonoscopy is performed due to physical symptoms such as rectal bleeding or pain, change in bowel habits, diarrhea, constipation, anemia, etc., or known presence of polyps/lesions requiring treatment. These conditions are not considered a screening.
How do I get a refill on my prescription?
If you need a prescription refill, please ask your pharmacy to contact us. They will notify you if an annual check-up with the doctor is necessary to obtain your medication refill. If a check-up is required, please text our office at 912-206-8921 to schedule an appointment.
Do I need to make an appointment for any lab work needed?
Most lab offices, including LabCorp, St. Joseph’s/Candler, and our Stephenson location, typically do not require an appointment and welcome walk-ins. However, please be aware that wait times may vary based on the volume of walk-ins they receive.
Can I speak with a nurse or the doctor?
Feel free to call or text us at any time to request a nurse to return your call during regular business hours. If your message is addressed to a specific doctor, their medical assistant will consult with the physician and get back to you with a response, or the doctor may reach out to you directly, depending on the nature of your question. Please keep in mind that all messages will be returned within 24 hours during standard business hours.
Financial
Will my insurance cover the cost of a screening or diagnostic colonoscopy?
- Many insurance companies will pay for a preventative screening colonoscopy at 100% (with no charge to you), however this is completely dependent on your individual policy benefits.
- A diagnostic colonoscopy is not considered a screening, so you will incur any deductible copays and coinsurance balances that apply at the time of service.
- Please note, insurance does not cover the full cost of the medicine prep prior to the procedure.
- Surveillance/high risk screenings can either be processed by insurance companies as either preventative or screening, it’s dependent upon your insurance plan.
How do I know if a referral is required for an office visit or a procedure?
- Office Visits: Some insurance companies may require a referral, so it is your responsibility to be aware of your specific plan(s) coverage and benefits for an office visit.
- Preventative Screening Colonoscopies: Most insurances do not require a referral to schedule a preventative screening colonoscopy. It is completely dependent on your individual policy requirements.
How much will I owe for my upcoming procedure?
- With Insurance: Copays, coinsurances and deductibles are determined by your individual insurance carrier, and we are contractually obligated to collect these amounts. We cannot charge less or more than what the insurance has designated.
- Self-Pay: If you do not have insurance, you will be given an estimate for your procedure. Payment is expected in full at the time of service.
What payment methods do you take?
Our office accepts payments by cash, personal check, Visa, MasterCard, Discover and American Express. There is a $35 returned check fee for any returned checks.
What is your fee's collection policy?
We will contact you to collect any outstanding fees. However, if you do not make a payment and your balance exceeds 90 days, we will refer your account to an external collection agency unless prior arrangements have been made with our office.
Our Notice of Financial Responsibility
INSERT LINK TO FINANCIAL POLICY
Does your practice accept my insurance plan?
We do accept most insurance plans; however, it is your responsibility to check with your individual insurance to be aware if we are in or out of network and your specific coverage and benefits.
Why do I have multiple bills from my visit?
- Depending on the services provided, you may encounter other various medical businesses outside of Gastro Savannah, including labs, pathology, procedures, anesthesia, and more. As a result, you will receive invoices from these individual entities. After your claims have been processed, you might receive invoices from the following providers, based on your specific coverage:
- Office Visits & Physician Fee invoices will come from Gastro Savannah.
- Lab work conducted at our Stephenson location will be processed by LabCorp. If you have your labs taken at a different facility other than Gastro Savannah, you will receive an invoice from the laboratory that facility utilizes.
- The facility where any imaging, anesthesia, or procedures were conducted will issue separate invoices. This includes, but is not limited to, St. Joseph's/Candler, SouthCoast, Endoscopy Center of Coastal Georgia, Effingham Health System, and Anesthesia of Coastal GA.