Frequently Asked Questions

• Where is Dr. Gray's office located?
  

  
  For a map and directions click here   (Google Maps)

  
  
• What is a "Concierge" or "Retainer Fee" medical practice?
  

  
  A "Concierge" or "Retainer Fee" medical practice is a relatively new type of medical service. Designed to treat a few hundred patients, as opposed to a few thousand, this type of practice allows the patient and the doctor and unique quality of timely, highly personal, and comprehensive primary care. Paying one fee per year, with no required co-payments, the patient can have access to Dr. Gray as often as needed throughout the year.

  
  
• What are my options for paying the retainer?
  

  
  We have several payment options to meet your needs. Please see our Retainer Payment Options page for a complete description of options available.

  
  
• What services are provided?
  

  
  Services include accessible, competent and comprehensive medical care in a friendly and professional environment with an emphasis on patient-oriented service, and a focus on primary prevention and health maintenance.
  
  

  • The enhanced ability to contact your physician 24 hours a day, 7 days a week.
  • Guaranteed same or next day office visits based on your schedule.
  • Personalized research conducted by your physician on your medical concerns.
  • House calls (as medically necessary and appropriate)
  • Personalized preventative care and "get well" plans designed to lead you to improved overall health and quality of life
  • Direct involvement of your physician should you be hospitalized or have an emergency
  • Enhanced comprehensive annual health exams
  • No to minimal waiting time for in-office appointments so your time isn't wasted.
  • Unlimited e-mail, FAX, and phone consultations with your physician to answer your questions.
  • Personal consultations with your physician to assist in interpreting the conflicting health information reported by the media.
  • Extensive documentation on health issues
  • Secure and private records
  • Unhurried, extended office visits so that your physician can spend more personal and quality time with you.
  • Diagnosis and management of acute and complex medical problems.
  • Superior prescription management, including FAXing your pharmacy, and active renewal of existing prescriptions.

  
  
• I am healthy and only need to go to the doctor once a year for my physical. Is this a necessary luxury for me?
  

  
  The "annual physical", although beneficial, may not be sufficient to provide for a patient's unpredictable medical care needs. If you should become ill, the availability of a personal physician in our community is limited. Rather than just a once a year "snapshot" of your health status, this practice offers immediate access to quality year-round care whenever you need it. Because this practice cares for only 500 patients, we can offer a level of personal attention unavailable in a conventional primary care practice. Patients joining this practice will receive something of value in return: confidence in their physician; peace of mind that they will receive an immediate response if they have medical trouble or questions; assurance that the hassles, headaches and delays that they now encounter while negotiating the medical system will be minimized for them.

  
  
• Is this practice only for adults, or can I sign up my children?
  

  
  Dr. Andy Gray's office is unique in that he cares for adult, adolescent, and pediatric patients. Our pricing is structured to encourage family units.

  
  
• Can you bill private insurance carriers or secondary insurance for your services? Is the "retainer fee" tax deductible?
  

  
  As a courtesy to our patients who carry private insurance, our office will be happy to file claims for you. Any reimbursement from your insurance company will go directly to the policy holder. Reimbursement from your carrier will be determined by the provisions of your health care policy. For many clients, your fee may be either reimbursable from a Health Care Reimbursement Accounts (HCRA), Health Savings Account (HSA), or be tax deductible. Please consult your tax advisor for specific details regarding your situation.

  
  
• Does joining this practice take the place of insurance?
  

  
  

  Dr. Andy Gray's retainer fee practice is not a substitute for your health care insurance. However, by participating in our program, your health insurance needs may change and you may reap financial advantage by changing your current policy and/or tax strategy accordingly. Major medical insurance would be helpful to you.

  *Note: Your health insurance costs may go down as you will no longer need primary care insurance coverage.

  Dr. Gray will provide you with unparalleled primary care access and service, but will not cover hospital, emergency department, specialty services, or most laboratory and/or imaging services.

  Three suggestions are listed below. Of course, your situation and subsequent decisions should be discussed with your financial or tax advisor.

  1. Increasing your health insurance deductible

     Many healthy families have a PPO health plan, with a relatively low ($500 - $1,000) deductible. The premiums for such a service can be quite high.

     As a patient of Dr. Gray's, most of your primary care medical expenses will be covered, so having a higher insurance deductible may be to your advantage. Exceptions are specialty visits, hospitalization, laboratory services, and x-ray fees. Remember, you may visit Dr. Gray as often as you like, and you will never be charged a co-payment!

     By increasing your deductible, monthly premiums from your PPO health plan may be reduced significantly for you and your family.

  2. Using a Health Care Reimbusement Account (HCRA) to pay for Dr. Gray's services

     As an employee, you may have access to a Health Care Reimbursement Account (HCRA) as part of your benefits package. Such a program lets you set aside a pre-determined amount which is pre-taxed for qualified medical expenses. Individuals may generally direct a maximum of $5,000 per year to such an account, but if your spouse is also an employed (with such benefits offered), then together you both may contribute $10,000 total for the year.

     *Note: You must carefully track your health expenses as the IRS requires that you forfeit any unclaimed money in your HCRA account after the closing date of the plan year.

  3. Using a Health Saving Account (HSA) to pay for Dr. Gray's services

     New in 2004, and providing opportunity for the self-employed, the Health Savings Account (HSA) is a combination of a tax-favored savings account and a qualified high deductible health insurance policy. To qualify, you must have an approved plan with a $1,000 deductible for an individual or a $2,000 deductible for your family. Each year, you and/or your employer can contribute enough to cover 100% of your deductible (up to a maximum of $2,600 for an individual or $5,150 for a family). As with a Health Care Reimbursement Account (HCRA), the money goes in before taxes (or is tax deductible), but unlike a HCRA, a HSA accrues interest - tax free, rolls over to the next year, and is never taxed if used for qualified medical expenses!

  As always, your situation and subsequent decisions should be discussed with your financial or tax advisor.

  
  
• Do you take care of Medicare patients?
  

  
  YES. A significant number of our patients are enrolled in the Medicare program. Medicare will continue to cover all normally covered expenses including, laboratory, x-ray, CT, hospitalization, and specialists care. Dr. Gray's retainer fee and office services, however, are not reimbursable by Medicare.

  
  
• Are there additional fees or co-payments for each visit?
  

  
  You will never pay a "co-payment" at a visit. There is no charge for in-office lab-work (strep screens, urinalysis, urine pregnancy tests, ect.). For services such as out-of-office laboratory fees, radiology, services provided by specialists, and hospitalization, those services will be billed to the patients' insurance or forwarded to the patient at a much reduced rate.

  
  
• What about specialists?
  

  
  There are times that a patient may require a specialist's care. Dr. Gray will act as an aggressive advocate when you need a specialist, by expediting and ensuring that you receive the best available appointment. If necessary, he can be available to accompany you to your appointment.

  
  
• Can I still see my gynecologist?
  

  
  Yes. Many women prefer seeing their gynecologist, and there are occasions when specialty care is more appropriate. We will support and facilitate your choice. However, Dr. Gray is trained and experienced in routine out-patient gynecological care. For more information about services for women, please see our Women’s Health page.

  
  
• What if I have an emergency?
  

  
  An emergency situation should always be handled by calling 911. Dr. Gray is well connected with the local emergency medicine system, and will want to be called/notified after you have arrived at the emergency room.

  
  
• What hospital/emergency room should I go to?
  

  
  

  Dr. Gray has hospital privileges at:

  • Covenant Hospital
  • Covenant Children's Hospital
  • Highland Hospital
  • Lubbock Heart Hospital
  • University Medical Center

  
  If you need to be hospitalized, Dr. Gray will continue to coordinate your care. Hospitalists and Specialists may also be involved in your care. Dr. Gray will still be your primary physician, making hospital rounds on you at least once a day. (This service by Dr. Gray will not be billed to you, and is still considered part of your retainer fee payment.)

  
  
• What if I get sick away from home? While traveling?
  

  
  Many of the families in our community are national or world travelers for business and/or pleasure. Most are not fully aware of the potential pitfalls of injury or illness overseas, and most primary care providers are unfamiliar with the issues of travel medicine. Our office will research the area you are to travel to, minimizing your risks through updated immunizations, precautions for health risks in the regions, and specific advice on International SOS assistance. Should you forget to pack your medications, or should you get sick while away from home, call Dr. Gray. Our electronic record system will allow rapid access to your medical information and prescriptions. He can then order medications that you need for the time period that you are away, order antibiotics for you, or advise you on the appropriate action to take.

  
  
• What about the cost of prescription medicines?
  

  
  Oftentimes, we can start a patient's treatment with samples. We have a discount card available for our patients at a local pharmacy.

  
  
• What happens if I move out of the area after I enroll?
  

  
  If you must transfer your care from Dr.Gray, your medical records will be promptly sent to your new physician upon receipt of your signed Medical Release Form. The balance of your retainer fee will be pro-rated and refunded to you.

  
  
• Won't you get too busy and wind up difficult to reach like my regular doctor?
  

  
  No. Our primary goal in limiting our practice size (500 patients) is to be able to offer an enhanced availability to our patients

  
  
• How can Dr. Gray provide access 24-7-365?
  

  
  Dr. Gray will be available to his patients 365 days a year, an unprecedented professional commitment made possible only by the restricted number of patients under his care. Outside of office hours, your calls will always come directly to him (via pager or answering service), and he will respond ASAP to your call. For minor or routine problems, treatment can often be performed over the phone. Only when he must travel out-of-town, and not physically be able to attend your needs, another excellent physician will provide for your hands-on care.

  
  
• What period will my enrollment cover?
  

  
  Patient membership expires one year from the date of enrollment, at which time you will be reminded to renew for another year.

  
  
• Who can I contact if I have any other questions?
  

  
  For any further information, please contact the office during regular office hours at (806) 785-0600. Any of the staff will be more than happy to answer your questions.