We're available when you need us
FOR TRUE EMERGENCIES, PLEASE CALL 911
You can notify us afterwards, but please do not delay emergency care to call us.
(Examples: someone is not breathing, needs CPR, or is unconscious)
FOR POISONINGS OR INGESTIONS, PLEASE CALL 1-800-222-1222
Again, notify us after-the-fact so we can help you with follow-up, but please call Poison Control FIRST.
(Examples: intentional medication overdose, child swallowed cleaning product)
The office is open from Monday – Friday: 7:30am – 5:30pm
During scheduled business hours we have a team of nurses and medical assistants who are dedicated to your phone calls and questions. Your call will be returned within 2 to 4 hours.
AFTER HOURS PHYSICIAN
We realize that illness may happen when the office is closed, so there is always a physician from our group available and on-call 24 hours a day, 7 days a week by phone for our established patients who may require emergency assistance or after hours advice. If you need a provider after regular office hours, weekends or holidays, please call 919-378-1492 and follow the prompts to speak to the on-call provider. The on-call physician will return your call within 30 minutes; if you do not receive a prompt callback, please call again, as a poor cell phone connection sometimes garbles phone numbers. When leaving a message, give the patient's name, date of birth, phone number to return your call, and a brief summary of the problem. If you think you may need an emergency prescription, please be prepared with the name and telephone number of your pharmacy. Remember to leave your ringer turned ON.
When calling our On-Call After Hours Service, please be aware that the doctor may return your call using a "blocked" telephone number. In most cases the physician is calling you from their personal home or cell number and for privacy reasons they have blocked it. So if you have called our on-call after hours service and you are now waiting for a return call from Western Wake Wellness, that blocked number calling you could be them, please pick up.
Non-urgent after-hours calls are returned within 24-72 business hours.As a courtesy, we ask that all routine prescription refills and appointment scheduling be handled during regular business hours.
AFTER HOURS SERVICE FEE
Beginning June 1st 2017, all after-hours calls are subject to $20 fee that will be added to your account and it is your responsibility to pay. The fee is intended to cover our costs, but not discourage you from calling if you are concerned about an illness. We welcome and expect your call if you are concerned.
During regular office hours, our skilled nursing staff will continue to be available to answer all your medical questions at no charge. You may also want to visit www.familydoctor.org to utilize this resource to answer many of your medical questions.
WHY THE POLICY CHANGE?
We average over 100 after-hours calls per month. We review a copy of all the calls made and find that many of the calls made after-hours are not of an urgent nature. These calls can and should be made during clinic hours where a nurse has access to your medical record and is much more likely to know you.
You can help control the cost by doing the following:
- Please do not hesitate to call if you have an urgent concern.
- Limit the after-hours calls to those of an urgent nature - illnesses that require medical attention before regular office hours.
- Please make calls during business hours whenever possible.
- Please do not use the after hours consultation service for routine questions.
- Utilize our website or www.familydoctor.org for commonly asked questions such as nonprescription medication dosages and the management of common self-limiting illnesses.
Our providers and their families thank you for your understanding!
When do I call?
It is most important to answer this question for yourself. What might seem minor to a physician can feel very much like an emergency to a patient. We certainly understand this. If you are very concerned about your illness, or will not be able to rest comfortably without getting some additional advice, we expect you to call. Here are some guidelines that might help you decide if you need to call after-hours or if you can wait until morning.
Please call us after-hours if:
- You feel uncomfortable with your condition and do not feel it can wait until the next day
- Your infant (< 3months of age) has a fever greater than 100.4 (rectally). This is considered a life-threatening emergency and you will need to be seen in the hospital
- There has been a serious accident or emergency
- Severe breathing difficulties (working hard to breathe, severe chest pain, persistent wheezing, pale skin)
- Sharp abdominal pain lasting more than 2 hours
- Bleeding that you cannot stop
- Vomiting that seems persistent or if there are signs of dehydration (decreased urine output, listlessness, intolerance to sips of clear fluid
- You think you or your child needs to be seen in an Emergency Room or Urgent Care, but aren’t sure what the best choice would be. We would be very happy to help you make that decision. Please note: for all infants under 6 months of age, or any child who will need to be admitted overnight to the hospital, we will refer you to WakeMed Raleigh Hospital or UNC-Chapel Hill Hospital, both of which have pediatric Emergency Departments.