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Patient Information

Call Us 623.537.6000
  • Mon, Wed, Fri: 8am-5pm
  • Tue, Thu: 9am-6pm

What to Expect Your First Visit

Check in at the front desk 15 minutes early so we can process the necessary paperwork. We accept many insurance plans.

Once you’ve checked in, someone from our professional team of students and faculty will get to know you and your vision needs. We will help you understand our thorough examination process — most importantly, that your supervising doctor will oversee and approve everything.

We carefully examine and explain everything so there is a common understanding, which is why your assessment may take longer than normal. When we are done, you will have a final prescription.

What To Bring to Your Appointment

If you are a new patient, please arrive 15 minutes before your appointment time to complete new patient paperwork. If you are an existing patient, please arrive 10 minutes prior to your appointment to allow enough time to complete necessary registration procedures and/or update insurance information. Please bring photo identification such as a valid driver’s license or personal identification card, a form of payment (we accept cash, personal checks with valid identification, Visa, MasterCard, Discover, and American Express), your medical insurance card(s), and a list of your current medications.

Appointments should be cancelled only when it is absolutely necessary and made at least 48 hours prior to the appointment time.

Payments for Service & Payment Plans

Payment for office services, co pays, and deductibles are due at the time of service. Payments for optical orders (frames, lenses, contacts, rehabilitative devices) are due in full prior to placement of the order. If you are unable to pay for your services on the date of your appointment, we will be happy to reschedule your appointment. For your convenience, we accept cash, personal checks with valid identification, Visa, MasterCard, Discover, and American Express. There is an additional $30.00 charge for returned checks. Patients will not receive treatment until all fees and outstanding charges are paid in full. For your convenience, payments can be made online at www.mwuclinic.com/pay.

For your convenience, we offer a financing option through Care Credit. Apply online at www.carecredit.com or by calling (800) 365-8295 prior to your appointment.

Patient Financial Assistance Program

We are here to serve the community, and offer a program to assist the public. Please contact the Assistant Manager of Patient Accounts at 623-537-6000 regarding the sliding fee scale.

Vision Insurance

If you have vision insurance, please bring your insurance information with you to your first appointment. This should include a valid insurance card, an address for submitting claims, and the name, date of birth, and social security number of the subscriber. We will file your insurance claim for you as a courtesy if you are covered by one of the plans with which our practitioners participate.

If the Eye Institute does not participate in your plan, or you do not have insurance coverage, your payment for services and products will be due, in full, upon check-out from the clinic. It is ultimately the patient’s responsibility to review their insurance policies regarding any limitations, exclusions, alternative benefits, deductibles, co-payments, annual maximums, and pre-authorizations prior to treatment.

Non-Payment

The Eye Institute will attempt to make payment arrangements when necessary. However, if a payment plan has been established and no payment activity has occurred on the patient account, this may result in dismissal from the Eye Institute and other Midwestern University Clinics, and the account being sent to a collection agency.

Medical Records

Medical records are the property of the Eye Institute. As the patient, you have a right to view them and have reasonable access. Copies of your records will be provided to you or forwarded to another provider upon your signed written request. There is a nominal fee charged for attorney- requested medical records.

Patient Inquiries

If you have any questions about your treatment, fees, or rights, you should first contact your practitioner.

Resolution of non-financial patient problems and/or complaints should be attempted to be resolved while the patient is in the Eye Institute with the eyecare practitioner. In the event that this effort is unsuccessful, the patient should consult with the Clinic Manager.

Problems of a financial nature should be directed to the Patient Accounts Office. All patients, students, faculty and staff will be alerted to potential conflicts and will try to identify them early and resolve them as soon as possible.

Patient Bill of Rights

The Midwestern University Clinics are committed to providing quality care and service for our patients. As a health sciences university, we also provide training for future healthcare professionals who are supervised by our faculty. As a partner in this educational process, you have the right to:

  1. Impartial access to treatment without regard to race, national origin, religion, gender, sexual orientation, age, disability, marital status, or diagnosis.
  2. Receive care in a safe setting, be treated with dignity, respect and consideration, and receive treatment that supports and respects the patient’s individuality, choices, strengths, and abilities.
  3. Receive privacy in treatment and care for personal needs, including the right to request to have another person present during certain parts of a physical examination, treatment or procedure performed by a health professional of the opposite sex.
  4. Review, upon written request, the patient’s own medical record as set forth in A.R.S. §§ 12-2293, 12-2294, and 12-2294.01, and ask that your doctor amend your record if it is not accurate, relevant or complete.
  5. Receive a referral to another health care institution if Midwestern University Clinics are not authorized or not able to provide physical health or behavioral health services needed by the patient.
  6. Participate or have the patient’s representative participate in the development of, or decisions concerning treatment, including an explanation of the prescribed treatment, treatment alternative, the option to refuse or withdraw consent for treatment before treatment is initiated (except in an emergency), the risk of no treatment, and expected outcomes of these treatments, and to be told, in language you can understand, the advantages and disadvantages of each.
  7. Participate or refuse to participate in research or experimental treatment.
  8. Receive assistance from a family member, the patient’s representative, or other individual in understanding, protecting or exercising the patient’s rights.
  9. Receive accurate and easily understood information about your healthcare professionals and healthcare facilities.
  10. Ask for and receive an itemized bill and receive an explanation of your bills.
  11. Consent to photographs before a patient is photographed.
  12. Receive continuing care by your healthcare provider, under certain circumstances, when your health plan changes and your healthcare provider is not included in the new plan or your healthcare provider terminates his or her relationship with the health care plan.
  13. A prompt and reasonable response to any complaint you have against your healthcare provider. This includes complaints about waiting times, operation hours, the actions of healthcare personnel, and the adequacy of healthcare facilities.

Responsibilities as the Patient or Guardian of the Patient

  1. You have the responsibility to provide accurate and complete information about your or your dependents’ medical history.
  2. You have the responsibility to question treatment or instructions you do not understand.
  3. You have the responsibility to keep scheduled appointments and provide at least 48 hours of notice if you need to cancel an appointment.
  4. You have the responsibility to provide information about payment for services by the Eye Institute to ensure that financial obligations are met.

Patient Expectations

  1. No patient will be denied treatment based on race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, or public assistance status.
  2. The patient shall be treated in a courteous manner, with dignity and respect for the patient’s right to confidentiality.
  3. Patients scheduled during the posted hours of operation will be seen for services as quickly as possible, with assignment, initial treatment where indicated, and follow-up appointments scheduled as soon after the appointment as is practical.
  4. The patient shall have access to emergency, incremental, and comprehensive care as appropriate for the patient’s presenting condition (s).
  5. The patient or parent/legal guardian shall receive an explanation of the results of the examination, alternative treatment options, sequence, costs of service, and the option to pursue care elsewhere if dissatisfied with the planned treatment.
  6. The patient shall be advised of the risks of the planned services, including risks of individual procedures and the consequences of not seeking care.
  7. The patient shall receive continuity of care and completion of care.
  8. The patient shall receive care at the Eye Institute during posted clinic hours, or shall receive emergency consultation by phone, or if deemed necessary, treatment at a designated alternative location after regular clinic hours.
  9. The patient shall be seen as close as possible to the previously agreed to appointment time and have on-going treatment rendered in a timely manner.
  10. Every patient will receive a copy of the Patient Bill of Rights at the time of service.
  11. The patient shall have access to a patient advocate should there be any questions or concerns related to the patient’s treatment.
  12. Patients whose care is discontinued will be notified in writing. Alternate treatment options may be suggested.
  13. At the time of admission as a patient, an individual patient record will be established. This record will contain diagnostic and therapeutic information related to the patient’s care and will be updated at every appointment according to the guidelines of the Midwestern University Eye Institute Patient Record Protocol

Patient Responsibilities

As a patient or guardian of a patient of the Midwestern University Eye Institute, I understand the following:

  1. I will provide, to the best of my knowledge, accurate and complete information about current medical complaints, past illnesses, hospitalizations, medicines and other issues relevant to my care.
  2. I will inform my provider promptly if I do not understand information relating to my care and treatment or if I receive instructions that I cannot comply with.
  3. I will keep appointments, or call providing at least 48 hours of notice of appointment cancellation, or in the event of illness, when I am aware I will not be able to honor my appointment time.
  4. I will observe Midwestern University’s no smoking policy.
  5. I will follow Midwestern University’s rules and regulations.
  6. I will provide information regarding changes in my medical insurance, address, or phone number.
  7. I will accept responsibility for my decisions, if I refuse treatment or do not follow my provider’s instructions.
  8. I will be considerate of other patients and Midwestern University’s property.
  9. I will show courtesy and respect to Midwestern University’s personnel.
  10. I will behave reasonably and appropriately, showing respect for the professional atmosphere of Midwestern University.
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