===== PRACTICE OVERVIEW =====
Family Medical Centre provides primary care and family medicine services for adults, seniors, and children in South Florida. We focus on preventive care, chronic condition management, and long-term health.
We are not an urgent care or emergency facility. For urgent or severe issues, go to the nearest emergency room or call 911.
Spanish-speaking care is available at all three locations.

===== WHAT WE TREAT =====
Common questions: What do you treat? What can I come in for? What do you help with? What services do you offer? Que tratan ustedes? Para que sirven las visitas?
We provide primary care services, including:

Annual checkups and physicals
Preventive care and screenings
Chronic condition management (diabetes, hypertension, cholesterol, thyroid, etc.)
General health concerns
Lab work and testing
X-rays and EKG
Bone density testing
Vaccinations
Women’s and men’s health
Weight loss program (Pembroke Pines location)

For specific medical questions, call the office to schedule an appointment. The chatbot cannot diagnose or provide medical advice.

===== PEDIATRIC CARE =====
Common questions: Do you see children? Do you see kids? What ages do you treat? Atienden ninos?
We provide care for children. [CONFIRM: minimum age still needs verification.] Call your preferred location to schedule a pediatric visit.

===== APPOINTMENTS — HOW TO SCHEDULE =====
Common questions: How do I make an appointment? How do I schedule? Can I book online? How do I schedule online? I need an appointment. Como hago una cita? Como agendar? Cita por telefono?
Appointments are scheduled by phone only. We do not offer online scheduling.
Call the location most convenient to you:

Hialeah / Miami Lakes: (305) 558-3571
Pembroke Pines: (954) 436-1927
Doral: (305) 398-1991

Please arrive 15 minutes before your scheduled appointment. We recommend scheduling in advance.

===== WALK-INS =====
Common questions: Do you accept walk-ins? Can I come in without an appointment? Walk-in?
If you arrive sick or injured without an appointment, we will try to accommodate you if our schedule allows. Walk-ins are not guaranteed. Call ahead to check availability.

===== RETURNING PATIENTS =====
Common questions: I’m a returning patient. How do I schedule as an existing patient? Soy paciente actual.
Returning patients schedule the same way — by phone. Call your usual office:

Hialeah: (305) 558-3571
Pembroke Pines: (954) 436-1927
Doral: (305) 398-1991

===== NEW PATIENTS =====
Common questions: Are you accepting new patients? First visit? What do I bring? What do I need for my first appointment? Nuevos pacientes?
We are currently accepting new patients (adults and children).
What to bring to your first visit:

Valid photo ID
Insurance card
Medication list or bottles
Relevant medical records

Save time by completing the New Patient Registration Form in advance:
https://familymedicalcentre.com/wp-content/uploads/2023/05/New-Patient-Packet.pdf
Call your preferred location to schedule:

Hialeah: (305) 558-3571
Pembroke Pines: (954) 436-1927
Doral: (305) 398-1991

===== LOCATION: HIALEAH / MIAMI LAKES =====
Common questions: Hialeah hours? Miami Lakes hours? Hialeah phone? Hialeah address? Direccion Hialeah?

Address: 3410 West 84th Street, Building F, Suite 110, Hialeah, FL 33018
Phone: (305) 558-3571
Fax: (305) 558-3682
Hours:

Monday: 7:30 AM to 5:00 PM
Tuesday: 7:30 AM to 4:00 PM
Wednesday: 7:30 AM to 7:00 PM
Thursday: 7:30 AM to 4:00 PM
Friday: 7:30 AM to 4:00 PM
Saturday and Sunday: Closed

Hours may vary. For the most accurate hours, call the office directly.

===== LOCATION: PEMBROKE PINES =====
Common questions: Pembroke Pines hours? Pembroke phone? Pembroke address? Direccion Pembroke?

Address: 17933 NW 7th Street, Suite 102, Pembroke Pines, FL 33029
Phone: (954) 436-1927
Fax: (954) 436-0463
Hours:

Monday: 7:30 AM to 7:00 PM
Tuesday: 7:30 AM to 5:00 PM
Wednesday: 7:30 AM to 5:00 PM
Thursday: 7:30 AM to 7:00 PM
Friday: 7:30 AM to 4:00 PM
Saturday and Sunday: Closed

Hours may vary. For the most accurate hours, call the office directly.

===== LOCATION: DORAL =====
Common questions: Doral hours? Doral phone? Doral address? Direccion Doral?

Address: 3470 NW 82nd Avenue, Suite 118, Doral, FL 33122
Phone: (305) 398-1991
Fax: (305) 398-1994
Hours:

Monday: 7:30 AM to 5:00 PM
Tuesday: 7:30 AM to 7:00 PM
Wednesday: 7:30 AM to 5:00 PM
Thursday: 7:30 AM to 7:00 PM
Friday: 7:30 AM to 4:00 PM
Saturday and Sunday: Closed

Hours may vary. For the most accurate hours, call the office directly.

===== HOLIDAY CLOSURES =====
Common questions: Are you open on holidays? Holiday hours? Are you closed for Christmas? Open Thanksgiving?
Offices are closed on Christmas Day. Most other federal holidays, offices are typically open, though hours may be reduced or vary by location.
Because holiday hours can change year to year, always call your office before visiting on or around a holiday:

Hialeah: (305) 558-3571
Pembroke Pines: (954) 436-1927
Doral: (305) 398-1991

===== FAX NUMBERS =====
Common questions: Fax number? What’s your fax? Fax for [location]?

Hialeah / Miami Lakes fax: (305) 558-3682
Pembroke Pines fax: (954) 436-0463
Doral fax: (305) 398-1994

Fax is commonly used for referrals, medical records, and prior authorizations.

===== PHONE: BEST TIMES TO CALL =====
Common questions: When’s a good time to call? I can’t get through. Phones are busy. Nobody answered.
If you cannot reach the office by phone, try again in 15 to 30 minutes. Phones are typically busiest in the mornings, especially Monday mornings. Call volumes are usually lighter in the afternoon.
For urgent medical concerns, call 911 or go to the nearest emergency room. The chatbot cannot leave messages or forward calls.

===== COMMUNICATION — EMAIL, TEXT, PORTAL =====
Common questions: What’s your email? Can I email you? Do you text? How do I contact you in writing? Correo electronico?
The fastest way to reach us is by phone. Email is available for non-urgent general inquiries and is not used for sharing protected health information.
Email addresses by location:

Hialeah: hialeah@familymedicalcentre.com
Pembroke Pines: pines@familymedicalcentre.com
Doral: doral@familymedicalcentre.com

Billing questions:

billing@familymedicalcentre.com

For medical questions, appointments, refills, and anything involving your health information, please call the office.
Existing patients can view limited information through the Patient Fusion portal at https://www.patientfusion.com/.

===== PROVIDERS — OVERVIEW =====
Common questions: Who are the doctors? Who are the providers? Do you have Spanish-speaking providers? Quienes son los medicos?
Our team includes physicians, physician assistants, and nurse practitioners. Many providers speak English and Spanish. Provider availability varies by location.
The chatbot cannot recommend a specific provider or determine which provider is right for a medical concern. Call your preferred location to schedule.
Physicians:

Dr. Wayne Case, MD — Family Medicine
Dr. Cheryl Case-Diaz, MD — Internal Medicine
Dr. Olga Perez, MD — Family Medicine

Advanced Practice Providers:

Michael Paritzky, PA — Physician Assistant
Yenma Vidal Carmona, ARNP — Nurse Practitioner
Lianet Suarez, ARNP — Nurse Practitioner
Yanet Gonzalez Casanova, FNP-BC, ACNP-BC — Nurse Practitioner
Shon Samuel, APRN — Nurse Practitioner
Siukei Cordero, APRN — Nurse Practitioner

Providers rotate between locations, so we don’t publish a fixed schedule. To see a specific provider, call your preferred location for their current availability.

===== INSURANCE — ACCEPTED PLANS =====
Common questions: What insurance do you accept? Do you take my insurance? Do you accept Medicare? Do you take Aetna? Do you take BlueCross? Do you take Cigna? Do you take Humana? Do you take United Healthcare? Do you take Oscar? Do you take Tricare? Do you take Medicare Advantage? Que seguros aceptan?
Important: Insurance acceptance changes over time. Even if a plan is listed below, coverage depends on your specific plan. Always call the office to verify your exact plan before your visit.
We currently accept the following plans (partial list — call to confirm):
Medicare and Medicare Advantage:

Medicare Part B
Medicare Max
Railroad Medicare
AARP Medicare Complete
Aetna Medicare HMO (capitated)
Blue Medicare Advantage HMO (capitated)
Careplus Medicare HMO (capitated)
Medica Medicare HMO (capitated)
Preferred Care Partners Medicare HMO (capitated)
Oscar Healthcare Medicare
Advantage 65

Aetna:

Aetna Health Plans (except Aetna CVS)

Blue Cross Blue Shield (BCBS):

Preferred Patient Care
Network Blue (NOT My Blue)
Traditional PPS Plan
Blue Cross Select
Blue Select HMO
Health Options – Simply Blue HMO (NOT Blue Medicare HMO My Time Plus, NOT 2018 Blue Medicare Premier, NOT My Blue)

Cigna:

Cigna Connect
Cigna Health Care
Connecticut General

Humana:

Humana Health Plans (NOT Humana Medicare Plans)
Includes Commercial Freedom, HMO POS, EPO, PPO, ASO, and Indemnity Plans

United Healthcare:

UMR / United Health
United American Insurance Co
United Healthcare / Neighborhood Health Plans
UHC Dual Complete Plan
UHC Compass 4000 Plan
Oxford United Healthcare
United Integrated
Golden Rule Insurance

JMH:

JMH Health Plan (NOT JMH Medicare Plans)
JMH Select Par
JMH First non-par
JMH Standard par

Tricare and Federal Employee Plans:

Tricare / Champus
GEHA
APWU
Mail Handlers Benefit Plan
NALC (National Association of Letter Carriers)

Other accepted plans:

Assurant Health
AvMed (including AvMed Entrust)
Bankers Life / Fidelity Life Insurance
Christian Healthcare Ministries
Coresource
Coventry Healthcare (NOT ObamaCare link)
Evolutions Healthcare
First Health Networks
Great West Insurance
Integra BMS
Memorial Managed Care
Meritain Health
Mid-West National Insurance
Monumental Life Insurance
Multiplan
Pan American Life Insurance
PHCS Network
Select Benefit Administrators (capitated)
Student Resources

Notes:

Plans marked “capitated” are capitated Medicare plans.
Some plans are marketplace/ACA (“Obama Care”) plans, which we accept.

Call your preferred location to verify your specific plan before scheduling:

Hialeah: (305) 558-3571
Pembroke Pines: (954) 436-1927
Doral: (305) 398-1991

===== INSURANCE — PLANS NOT ACCEPTED =====
Common questions: Do you take Ambetter? Do you take Molina? Do you take Simply Healthcare?
We do not accept:

Ambetter
Molina Healthcare
Simply Healthcare

===== SELF-PAY AND PRICING =====
Common questions: How much is a visit without insurance? What do you charge self-pay? Cash price? Cuanto cuesta sin seguro?
Self-pay rates are available for patients without insurance. [CONFIRM: Approximate self-pay rates for new patient visit, established patient visit, and common services? Even a range like “$X to $Y” is better than deflection.]
Payment is due at the time of service. We accept:

Cash
Check
Visa
Mastercard
American Express

Returned checks incur a $10 fee.

===== REFERRALS =====
Common questions: How do I get a referral? Do I need a referral? Referral to a specialist?
If your insurance plan requires a referral, notify us at least 7 days in advance. Call your office location to request a referral:

Hialeah: (305) 558-3571
Pembroke Pines: (954) 436-1927
Doral: (305) 398-1991

If you haven’t heard back after the 7-day window, call the office to check on the referral’s status.

===== MEDICAL RECORDS REQUESTS =====
Common questions: How do I request medical records? I’m from an attorney’s office. Can I get a copy of my chart? How do I transfer records to a new doctor? How do I get my records released?
Patients and authorized third parties (attorneys, other providers, family members with proper authorization) may request medical records.
Process:

Complete and sign the Authorization for Release of Medical Records form. The form is included in the New Patient Packet (https://familymedicalcentre.com/wp-content/uploads/2023/05/New-Patient-Packet.pdf) and is also available at the office.
Submit the signed form to the office where the patient was seen, by fax or in person.
Records are processed within 10 to 14 business days.

Fees: Copying fees may apply.
Fax signed release forms to:

Hialeah: (305) 558-3682
Pembroke Pines: (954) 436-0463
Doral: (305) 398-1994

For questions about records requests, call the office where the patient was seen.

===== LAB RESULTS =====
Common questions: How do I get my lab results? How long do lab results take? When will I hear back? Blood work results? Resultados de laboratorio?
Results are typically available in 1 to 2 weeks. You will be notified when they are ready.
If you have not been contacted after two weeks, call your office. Some results may also be available through the Patient Fusion portal.
The chatbot cannot access, view, or release lab results.

===== X-RAY AND IMAGING RESULTS =====
Common questions: How do I get X-ray results? Imaging results?
X-ray results are typically available [CONFIRM: timeframe for X-ray results? Same 1-2 weeks or faster?]. You will be notified when results are ready.
If you have not heard back within the expected timeframe, call your office location.

===== PRESCRIPTION REFILLS =====
Common questions: How do I get a refill? Can I request refills by phone? Medication refill? Receta?
Request refills through your pharmacy first. The pharmacy will electronically send the request to us.
If your pharmacy cannot process the request, call the office and follow the refill prompts:

Hialeah: (305) 558-3571
Pembroke Pines: (954) 436-1927
Doral: (305) 398-1991

===== CANCELLATION POLICY =====
Common questions: What’s your cancellation policy? Fee for missed appointments? No-show fee? Cancelacion?
Please cancel at least 24 hours in advance. Missed or late-cancellation appointments may incur a $25 fee.

===== TELEMEDICINE =====
Common questions: Do you offer telemedicine? Can I do a virtual visit? Video visit? Telemedicina?
Telemedicine is available for certain visit types. Call your office to determine if telemedicine is an option for your visit.
The chatbot cannot determine if a specific visit qualifies for telemedicine.

===== WEIGHT LOSS PROGRAM =====
Common questions: Do you offer weight loss? Medical weight loss? How do I sign up for weight loss? Perdida de peso?
A medically supervised weight loss program is available at the Pembroke Pines location.
Call to learn more: (954) 436-1927.
The chatbot cannot determine eligibility or specific treatment details.

===== PATIENT PORTAL (PATIENT FUSION) =====
Common questions: What is Patient Fusion? Patient portal? How do I see my lab results online? How do I log in? Where do I update my info? Portal de pacientes?
We use Patient Fusion for limited purposes:

Viewing certain lab results
Updating demographic and contact information

Most appointments, refills, and medical questions are handled by phone.
Access the portal: https://www.patientfusion.com/
The chatbot cannot:

Access portal information
Reset passwords or help with login issues
Update your account

For portal login help, call your office location.

===== ACCESSIBILITY =====
Common questions: Is your office wheelchair accessible? Do you have handicap parking? Accessible? Accesibilidad?
All three locations are wheelchair accessible.

===== LANGUAGES =====
Common questions: Do you speak Spanish? Do you speak Creole? Hablan espanol?
Spanish-speaking care is available at all three locations. We do not officially offer care in other languages at this time.

===== EMERGENCIES AND URGENT CARE =====
Common questions: I have an emergency. Is this urgent care? What if I can’t wait?
Family Medical Centre is not an urgent care or emergency facility.

Life-threatening emergency: Call 911 or go to the nearest emergency room.
Urgent but not life-threatening: Go to the nearest urgent care center.
Non-urgent medical concern: Call the office to schedule an appointment.

===== WHAT THE CHATBOT CAN AND CANNOT DO =====
The chatbot can:

Share office locations, hours, phone numbers, and fax numbers
Explain services and general policies
Describe how to schedule, refill, or request referrals
Direct you to the right location or resource

The chatbot cannot:

Access patient records or results
Provide medical advice or diagnoses
Evaluate or interpret symptoms
Recommend a specific provider
Confirm whether a specific insurance plan is accepted
Quote exact pricing
Schedule, cancel, or change appointments
Reset Patient Fusion passwords

For anything it cannot do, please call your office.

===== EXAMPLE REFUSAL RESPONSES =====

“I can’t help with medical advice. Please call the office so a provider or staff member can help.”
“I’m not able to interpret lab results. Please check the Patient Fusion portal or call your office.”
“I can’t confirm whether your specific insurance plan is accepted. Please call the office to verify.”
“I can’t tell you which provider is the best fit. The front desk can help match you with a provider.”
“I can’t quote exact self-pay pricing. Please call the office for current rates.”
“I can’t schedule, change, or cancel appointments. Please call your preferred location.”
“For urgent symptoms, call 911 or go to the nearest emergency room.”

===== SAFETY NOTICE =====
This chatbot provides general office information only. It does not provide medical advice.

For medical concerns, call the office.
In an emergency, call 911 or go to the nearest emergency room.

===== COMMON TERMS AND SYNONYMS =====

appointment = schedule, book, visit, cita
lab results = blood work, tests, labs, resultados
insurance = coverage, plan, seguro
new patient = first visit, paciente nuevo
refill = medication refill, prescription, receta
provider = doctor, MD, PA, nurse practitioner, NP, ARNP, APRN, physician
records = chart, medical records, records release, expediente
referral = specialist referral, referencia