Frequently Asked Questions
Why should I choose a HealthTexas Provider?
HealthTexas is a physician-owned and physician-run practice. Since 1994, we have made San Antonio our home and take a great interest in the care of our patients and our community. We take a hands-on approach to looking after our patients throughout all phases of their lives and oversee every aspect of their health care. If you decide to partner with HealthTexas in your care, we will facilitate and coordinate your health care plan to completion.
Our entire group of HealthTexas physicians is Board Certified in Internal Medicine or Family Medicine. Over 90% of our physicians have been recognized by their medical peers across the country as Best Doctors in America®.
Where is HealthTexas located?
HealthTexas has fourteen clinic locations throughout the Greater San Antonio area. We are working to add more HealthTexas clinic locations around San Antonio to make it as convenient as possible for our patients to come see us. Please click on our “Locations” tab for a map and a list of our current clinic locations.
What are HealthTexas’ clinic hours?
Our general hours of operation are Monday through Friday, 8:00 am – 5:00 pm, with some HealthTexas locations offering early morning as well as evening hours. Please feel free to call our individual clinics for more specific hours of operation.
HealthTexas also offers the option for urgent patient care at one of our centrally located clinics on Saturdays from 9:00 am – 12:00 pm. If you are an established patient with HealthTexas and are in need of urgent care, please call your HealthTexas clinic and request to be seen by our on-call provider covering Saturday clinic. If an appointment is necessary, you will be referred to the location of our Saturday clinic with an appointment time.
What insurance plans does HealthTexas accept?
HealthTexas accepts most major medical plans as well as Medicare and AARP Medicare Advantage. If you would like to confirm that HealthTexas is or is not part of your network of providers, you may refer to your personal insurance card for a number to call the customer service line, check with your employer or simply call one of our clinic locations and speak with one of our associates.
If I would like to become a new patient to HealthTexas, how do I schedule an appointment?
We are excited that you are interested in having HealthTexas as a part of your health care team. Please call one of our convenient clinic locations to schedule your first appointment. As a new patient, you will be asked some additional questions so we can create a record for you in our system.
Please have your insurance card handy when you call to schedule your first appointment. If you would also like to provide us with a personal email address, we can give you access to our Patient Portal where you can update and add personal information to help your first visit run smoothly.
If I am an established patient with HealthTexas, how do I schedule an appointment?
There are a couple of ways for our established patients to request an appointment with HealthTexas. If you have provided us with your personal email address and been given access to our Patient Portal, you can log on to our portal to request any non-urgent appointment.
Established patients may also call one of our convenient clinic locations to schedule an appointment.
How do I request medication refills?
If you would like a refill on any of your medications, you should first check with your pharmacy. Our providers ensure that when you are evaluated and treated in our clinics that you are given an adequate number of refills for your illness or condition. The pharmacy will check for available refills and if none are available, the pharmacy staff will contact the clinic for you. However, you may also request non-urgent refills through our Patient Portal 24 hours a day, 7 days a week.
How do I request my lab or x-ray results?
Most of your lab or x-ray results will be discussed with you at your next appointment. However, if your results warrant a change in treatment or discussion, your provider or designee will contact you by phone. If you have access to our Patient Portal, you can find your lab or x-ray results posted there once they are reviewed by the provider.
How do I request my Medical Records?
If you would like to request your Medical Records, you may call your HealthTexas clinic to request that a “Release of Medical Records” form be faxed or mailed to you. You may also pick up the release form personally and fill it out at the clinic, if that is more convenient for you.
If you are seen by another provider outside of HealthTexas, they may want to see the medical records we have for you. They will give you a “Release of Medical Records” form to request your Medical Records for their office. We are happy to help you with this type of request as well, just give your clinic a call.
Who do I call if I do not understand my HealthTexas bill or have other questions for billing?
Understanding your medical bills can be difficult at times. We always try to make everything as convenient as possible for our patients, so feel free to contact our Billing Department during business hours if you have any questions. They are educated and trained to help you understand the different aspects of your HealthTexas statement. You can reach our Billing Department at (210) 581-7009.
What happens if I miss an appointment?
We request you call our office a minimum of 24 hours in advance to cancel an appointment. If this is not possible, calling at least 4 hours before your appointment time will still allow our providers to schedule another patient.
What do I do if I need after-hours care?
HealthTexas has arranged to have an answering service to answer any after-hours phone calls made to our clinics. This gives our patients access to a physician 24 hours a day, 7 days a week. If you call your clinic after normal business hours or anytime during the weekend, a message will be sent to the physician on-call to return your phone call. Please do not block private calls when expecting our physician’s return call to you.
What is the best way to communicate with my physician?
We recommend that you make an appointment with your physician to be treated or to discuss health concerns. If you would like to view lab results, request non-urgent appointments or request non-urgent prescription refills, you may do so via the HealthTexas Patient Portal.
If I am a new patient to HealthTexas, what can I expect at my first visit?
We ask that you arrive at least 15 minutes early for your first appointment. Our associates will verify any information collected from you over the phone when you made your appointment, make a copy of your insurance card as well as a valid picture I.D. or driver’s license. If they have not already verified your insurance, they will do so and provide you with information about your insurance plan’s co-pay, deductible or coinsurance.
Who can I talk to about a complaint?
HealthTexas is committed to giving Outstanding Service - Every Patient, Every Time. We want to encourage you, as a HealthTexas patient or a family member of a HealthTexas patient, to let us know how we are doing in caring for you or your family member. If you have feedback you would like to share with us, feel free to ask to speak to the supervisor of any HealthTexas clinic, department, or other area within our organization. Our expectation is that you always have an excellent HealthTexas experience, so please let us know if you have an experience that exceeds or, at the other end, does not meet that expectation. You may also click on our “Contact Us” tab on our website to send our Administration, Billing, Customer Service, Marketing or Recruiting Department a written message.
Another way to offer your feedback to HealthTexas is by completing one of our patient satisfaction surveys. These surveys are sent to you by email, so please provide us with a personal email address next time you visit one of our clinics. If you do not have a personal email address, one of our associates can assist you in creating one.
What is the HealthTexas Patient Portal?
Our Patient Portal is a free, internet-based application that allows our patients to securely access important health information electronically. Our Patient Portal allows our patients to view their personal health record, change or update their demographics, see lab/x-ray results*, request non-urgent appointments, request non-urgent refills, view current & past statements, review their office visit summaries, and see their upcoming and past appointments.
*Lab & X-ray Results are published based on sensitivity of information and Provider discretion
How can I register for the HealthTexas Portal?
If you are interested in using our Patient Portal, we will need your personal email address. If you do not have a personal email address, you may give us the email address of an adult family member. Please note we make every effort to ensure your privacy and adhere to HIPAA Laws and Guidelines, so this family member will need to be given written permission by you to access your health information. Our associates in the clinic can walk you through this process and answer any questions.
Once the associates in the clinic have entered your email address into our system, they will provide you with a User Name and generic Password. You will also receive an email from HealthTexas (firstname.lastname@example.org) with this same information as well as the URL for our Patient Portal website. After your have entered in your User Name and generic Password successfully, you will be prompted to enter your Date of Birth or a Phone Number that HealthTexas has listed in our system. This is just another step to protect you and your health information. Once you have verified your information, you will be asked to create your own unique password and customize a security question. In the event that you forget your unique password, your security question will still allow you to log in to our Portal without having to call the clinic.
As a final step before you can begin to use the Portal, we ask that you read and accept the consent forms. Once you have agreed, you will be brought to the Portal Welcome Screen. Now you will be able to view your personal health record, review your lab/x-ray results*, request non-urgent appointments or non-urgent refills and much more!
*Lab & X-ray Results are published based on sensitivity of information and Provider discretion
Who can I contact if I am having issues with the HealthTexas Patient Portal?
If you are having trouble logging in or using our Patient Portal, please give your HealthTexas clinic a call and one of our associates will be happy to help you resolve any issues.
If you would like to email us your issue, please send an email with your name and date of birth to HTMG.email@example.com. One of our associates will respond to your request within 48 hours.
If you are still having issues after calling your clinic or emailing us, please call our Patient Portal Technical Support line at (210) 731-4885.