FAQ

At Shafa Medical Clinic, your health and well-being are our top priorities. We provide personalized, compassionate care tailored to meet your unique needs. Our dedicated team is committed to delivering comprehensive medical services in a supportive and welcoming environment. Whether you’re managing chronic conditions, seeking preventative care, or need a same-day appointment for an acute issue, we’re here to guide you on your journey to better health.

We understand that choosing the right clinic for your healthcare needs is an important decision. That’s why we encourage you to explore our Frequently Asked Questions to learn more about the services we provide, how we work with patients, and what to expect during your visit.

At Shafa Medical Clinic, we understand that every patient is unique. That’s why our first appointment is designed to gain a thorough understanding of your health history, current concerns, and future goals. This personalized approach allows us to create customized care plans that address your specific needs while ensuring the best outcomes possible. If you have any uncertainties about your care, our Frequently Asked Questions page is a great place to start for quick and helpful answers.

1. Appointments, Scheduling, Cancellations & No-Shows

Q: What are your regular office hours?
A: Shafa Medical Clinic is open Monday through Friday from 9:00 AM to 5:00 PM. The office is closed on designated holidays.

Q: How can I make an appointment?
A: Patients may schedule by calling our main office number, booking online through the Shafa Medical Clinic website, requesting an appointment through the secure patient portal, or, on occasion, coming into the office to schedule.

Q: Can I book an appointment online?
A: Yes. Patients may visit Shafa Medical Clinic to request or self-schedule available appointments.

Q: How soon can I get a routine appointment?
A: Routine appointments are generally available within one week, and earlier or same-day appointments are often available depending on the physician’s schedule.

Q: Are same-day appointments available?
A: Yes. Same-day appointments are often available. Urgent appointments can generally be accommodated within 24 hours, depending on the nature of the concern and schedule availability.

Q: What is your cancellation policy?
A: We appreciate at least 24 hours’ notice when you need to cancel or reschedule an appointment. Advance notice allows us to offer the appointment to another patient who may need care.

Q: Is there a no-show fee?
A: Yes. A fee may apply for missed appointments without appropriate notice.

Q: What happens if I frequently miss appointments?
A: Frequent no-shows interfere with continuity of care and prevent other patients from using those appointment times. Repeated no-shows may result in dismissal from the practice.

Q: What should I do if I am running late?
A: Please contact the office as soon as possible. We will try to accommodate you based on the physician’s schedule. Depending on the circumstances, your appointment may need to be adjusted or rescheduled.

Q: Why might the office ask me to schedule separate appointments for different concerns?
A: Each medical concern deserves adequate time for a thorough evaluation. Some conditions require a detailed history, physical examination, diagnostic testing, medication review, and treatment planning. Scheduling appropriately also helps us keep appointments on time for other patients.

2. New Patient Visits

Q: Is Shafa Medical Clinic accepting new patients?
A: Yes. The practice accepts new adult patients age 18 and older.

Q: How soon can a new patient be seen?
A: New-patient appointments are generally available within one week. Earlier appointments may sometimes be available.

Q: Can a new patient self-schedule online?
A: Yes. New patients may be able to self-schedule an in-office establishing appointment through the Shafa Medical Clinic website.

Q: How long is the first appointment?
A: A new-patient visit generally takes approximately 60–90 minutes, depending on the complexity of the patient’s medical history and healthcare needs.

Q: Why is the first appointment so long?
A: Dr. Modesta-Keyhani is very thorough during the initial assessment. The visit provides time to obtain and review the patient’s complete medical history, understand current concerns, review available records, get to know the patient, and develop an individualized treatment plan.

Q: What should I bring to my first appointment?
A: Please bring:

• Your current insurance card.
• Valid photo identification.
• Relevant previous medical records, if available.
• Information about your medical history and medications.
• Your applicable copay, deductible, or other amount due at the time of service.

Q: Should I bring previous medical records?
A: Yes. If you have records related to your medical history, bringing them can help streamline the visit and allow the physician to review important information immediately.

Q: What if I don’t have my previous medical records?
A: You can still establish care. You may sign a medical-record release so we can request records from your previous providers. However, having records available at the first visit can help streamline your evaluation.

Q: Can I complete my medical history before coming to the office?
A: Yes. We encourage patients to enter their past medical history and other requested information into the secure portal before the appointment.

Q: How early should a new patient arrive?
A: Please arrive approximately 15–20 minutes early, particularly if you have forms or questionnaires to complete.

Q: Could laboratory or diagnostic testing be ordered during my first visit?
A: Yes. Depending on your medical history, chronic conditions, symptoms, and consultation with the physician, laboratory tests or diagnostic studies may be ordered. Certain testing, such as EKG, glucose testing, or urine testing, may be performed in the office when medically appropriate.

Q: Can I have a Pap smear during my first new-patient visit?
A: We generally recommend scheduling a Pap or well-woman examination separately. This allows adequate time for both the comprehensive initial evaluation and the preventive examination.

3. Telehealth & After-Hours Care

Q: Does Shafa Medical Clinic offer telehealth?
A: Yes. Telehealth appointments are available to established patients when the medical concern is appropriate for virtual care.

Q: Can a new patient establish care through telehealth?
A: No. New patients should first establish care through an in-person visit so the physician can thoroughly review their medical history, evaluate their health needs, and develop an appropriate treatment plan.

Q: How soon can an established patient get a telehealth appointment?
A: Same-day telehealth appointments are often available, depending on the physician’s schedule and whether the condition is appropriate for telehealth.

Q: Can every medical condition be handled through telehealth?
A: No. Certain conditions require an in-person physical examination, vital signs, testing, or other evaluation for patient safety and appropriate medical management.

Q: Can a musculoskeletal injury be treated through telehealth?
A: Some concerns may initially be discussed virtually, but injuries or musculoskeletal conditions requiring a physical examination should be evaluated in person.

Q: Can I have my annual physical through telehealth?
A: No. An annual physical requires an in-person appointment.

Q: If I primarily use telehealth, should I still come into the office?
A: Yes. We recommend at least one in-person visit each year for blood pressure, vital signs, an appropriate physical examination, review of health changes, and discussion of new concerns.

Q: Can I contact the doctor after hours?
A: For urgent concerns after normal office hours, call the office and follow the instructions on the answering-service recording to contact the on-call physician.

Q: Are after-hours physician services always free?
A: No. Charges may apply when professional medical services are provided after hours, depending on the service and insurance coverage.

Q: What should I do in an emergency?
A: For a medical emergency or potentially life-threatening condition, call 911 or go to the nearest emergency room. Do not wait for a portal response or routine office appointment.

4. Secure Patient Portal & Communication

Q: What can I do through the secure patient portal?
A: Patients can use the portal to:

• Request appointments.
• Request prescription refills.
• View laboratory and test results.
• Send secure messages.
• Ask medical questions.
• Upload documents, forms, and records.
• View billing statements.
• Make payments and partial payments.

Q: Can I request laboratory orders through the portal?
A: Yes. Established patients may submit requests. The physician will determine whether the testing is medically appropriate or whether an appointment is required first.

Q: Can I ask the physician a medical question through the portal?
A: Yes. Depending on the nature and complexity of the question, the physician may recommend an office or telehealth appointment.

Q: Can portal services result in a charge?
A: Yes. Charges may apply when portal communication requires physician evaluation, medical decision-making, record or result review, treatment recommendations, or other professional medical services.

Q: Should I use the portal for an emergency?
A: No. The portal is not an emergency communication service. For an emergency, call 911 or go to the nearest emergency room.

5. Prescriptions, Refills & Medication Management

Q: How should I request a prescription refill?
A: Established patients may request refills through the secure portal, contact the office directly, or ask their pharmacy to submit a refill request.

Q: How early should I request a refill?
A: Please request routine prescription refills approximately 7 days before you run out of medication.

Q: Does requesting a refill guarantee it will be approved?
A: No. Prescription requests require physician review. Depending on the medication and medical condition, an appointment, laboratory testing, or monitoring may be required.

Q: Can antibiotics simply be requested through the portal or telehealth?
A: Antibiotics are not prescribed without an appropriate physician evaluation. Depending on the condition, an in-person examination or diagnostic testing may be required.

Q: What about controlled medications?
A: Controlled medications—including narcotic pain medications, certain anxiety medications, and medications used for attention-deficit disorders—require physician consultation, an established treatment plan, and regular monitoring. An in-office visit may be required.

6. Preventive Care, Annual Exams & Women’s Preventive Care

Q: What is a preventive visit?
A: A preventive visit focuses on preventive healthcare, health-risk assessment, appropriate screenings, and measures designed to maintain health and identify potential problems.

Q: Can I combine my preventive visit with a sick visit?
A: Preventive visits are generally scheduled separately from sick visits. A new or existing medical concern requiring additional evaluation may require a separate appointment.

Q: Can medications be reviewed and refilled during my preventive visit?
A: Medication review and refill visits are generally scheduled separately from preventive visits so adequate time can be devoted to medication management and the patient’s underlying conditions.

Q: What if I have several problems I want to discuss?
A: Please tell the office when scheduling. Depending on the number and complexity of the concerns, separate appointments may be recommended.

Q: Does Shafa Medical Clinic provide Pap smears and well-woman examinations?
A: Yes. Appropriate adult well-woman and Pap examinations are available.

Q: Does the practice provide pregnancy or obstetric care?
A: No. The practice does not provide pregnancy or obstetric care.

Q: Can the physician order mammograms, bone-density studies, and other appropriate preventive screening?
A: Yes. Appropriate screening can be discussed and ordered based on the patient’s age, medical history, risk factors, and healthcare needs.

Q: Does the office provide vaccinations?
A: Seasonal influenza vaccine may be available in the office when offered. Many adult vaccines are now conveniently available through pharmacies. The physician can also review which vaccines may be appropriate for you.

7. Laboratory & In-Office Diagnostic Services

Q: Is there an in-office laboratory?
A: Yes. Sonora Quest provides in-office phlebotomy services on designated days.

Q: What are the in-office phlebotomy hours?
A: The Sonora Quest phlebotomist is available Tuesdays and Thursdays from 8:30 AM to 4:30 PM.

Q: Do I need to fast for my laboratory tests?
A: Many laboratory tests may require fasting. Requirements depend on the tests ordered, so please ask for specific instructions.

Q: How quickly will my results be available?
A: Turnaround depends on the type of test. Some routine tests return relatively quickly, while specialized testing may take longer.

Q: How will I receive my results?
A: Results are made available through the secure patient portal after they are received and reviewed. Patients who do not use the portal may be contacted by phone according to office procedures.

Q: What if I haven’t heard about my results?
A: If you have not received information about expected results, please contact the office so we can verify their status.

Q: Should I schedule an appointment after laboratory testing?
A: Yes. We generally recommend a follow-up approximately two weeks after laboratory testing so the physician can thoroughly review and interpret the results, answer questions, and discuss an appropriate treatment plan.

Q: Can my laboratory follow-up be by telehealth?
A: Yes, for established patients when medically appropriate.

Q: Can laboratory tests require prior authorization?
A: Yes. Certain laboratory studies may require insurance authorization or have specific coverage requirements.

Q: Can I bring another doctor’s laboratory order to your in-office lab?
A: The in-office laboratory does not accept orders from outside physicians. Please bring or upload the outside recommendations for Dr. Modesta-Keyhani to review. An appointment may be necessary before appropriate orders can be issued.

Q: What diagnostic tests are available in the office?
A: Depending on medical need, available testing may include EKG, spirometry, peak-flow measurement, bioimpedance, blood glucose, urine dipstick testing, pregnancy testing, rapid strep testing, and other appropriate testing. Nasopharyngeal testing for illnesses such as influenza, COVID-19, or RSV may also be available when appropriate.

8. Referrals, Imaging & Prior Authorizations

Q: How do I get a specialist referral?
A: We recommend an appointment so the physician can evaluate your condition and tailor the referral to your specific medical needs.

Q: How quickly can a referral be initiated?
A: Once the physician evaluates the patient and determines that a referral is appropriate, it can generally be initiated promptly after the appointment.

Q: Which imaging centers are commonly used?
A: Common imaging providers include SimonMed, SMIL, Arizona Diagnostic Radiology, Banner Imaging, and Dignity Health. The appropriate facility may depend on the test, insurance network, location, and patient needs.

Q: Do imaging tests sometimes require prior authorization?
A: Yes. Certain imaging studies and other services may require insurance prior authorization.

Q: Who obtains imaging authorization?
A: This varies by facility and insurance plan. SimonMed, for example, commonly handles authorization for imaging performed at its facilities.

Q: How long can prior authorization take?
A: Prior authorization can sometimes take up to approximately two weeks, depending on the insurance company’s response and processing delays.

Q: Does authorization guarantee that insurance will pay?
A: No. Authorization does not guarantee full insurance payment. Deductibles, copays, coinsurance, network requirements, and other benefit limitations may still apply.

9. Insurance, Medicare, Copays & Deductibles

Q: What insurance does Shafa Medical Clinic accept?
A: The practice accepts Medicare, Medicaid/AHCCCS (Access in Arizona), most Medicare Advantage plans, most commercial PPO plans, and selected Marketplace plans. Because individual plans vary, please contact the office or your insurer to verify coverage.

Q: Does the office verify my insurance?
A: We electronically verify eligibility. However, eligibility verification does not guarantee that the physician is in network or that every service will be covered.

Q: Who is responsible for confirming that the doctor is in network?
A: Patients are encouraged to confirm network participation and individual benefits directly with their insurance company before receiving services.

Q: What if I have an HMO?
A: Dr. Modesta-Keyhani participates with a limited number of HMO plans. HMO patients should verify that Amanda R. Modesta-Keyhani, MD is listed as their assigned primary care physician when their plan requires PCP assignment.

Q: When are copays and deductibles due?
A: Applicable copays and estimated deductible amounts are due at the time of service.

Q: I have Medicare. Why do I owe a deductible?
A: Medicare patients may still have an annual deductible, coinsurance, or other patient responsibility depending on the services received and whether the applicable deductible has been met.

Q: I have Medicare and secondary insurance. Will you bill both?
A: Yes. When accurate insurance information is available, Medicare is generally billed first and the secondary insurance is billed in the appropriate sequence.

Q: Can you tell me exactly what I will owe before the appointment?
A: We can provide an estimate based on available insurance information, but the final patient responsibility is determined after the insurance company processes the claim.

Q: What if I overpay?
A: Once insurance completes adjudication and a credit is confirmed, the credit may be applied to the patient’s account or an appropriate refund may be requested.

10. Billing, Payments, Statements & Collections

Q: How long does insurance usually take to process a claim?
A: Insurance processing commonly takes up to approximately 30 days, but delays can occur. In some circumstances, a patient may receive a bill more than 90 days after services were provided.

Q: Why did I receive a bill even though I have insurance?
A: Insurance may not pay the entire cost. The remaining amount may represent a deductible, copay, coinsurance, non-covered service, out-of-network benefit, or another patient responsibility. Your Explanation of Benefits (EOB) can help explain how the claim was processed.

Q: What payment methods do you accept?
A: We accept Visa, Mastercard, American Express, PayPal, Apple Pay, cash, and checks. Credit-card payments may also be made by phone.

Q: Can I make payments through the portal?
A: Yes. Patients can make payments, including partial payments, through the secure portal.

Q: Are payment plans available?
A: For larger balances, payment arrangements may be considered individually. Please contact the office to discuss available options.

Q: Do you keep a credit card on file?
A: A credit card may be kept securely on file for convenience in settling balances and processing applicable payments.

Q: What if my insurance sends payment directly to me?
A: If insurance pays the patient directly for services provided by the practice, the balance owed to the practice remains the patient’s responsibility.

Q: How will I receive billing statements?
A: Statements may be sent by mail or electronically through the portal, depending on the patient’s selected preferences.

Q: What if I believe my bill is incorrect?
A: Please contact us as soon as possible. Early communication gives us the best opportunity to investigate and correct a billing or insurance problem before filing deadlines expire.

Q: What happens after three unpaid statements?
A: Under office policy, an unresolved balance may be referred to collections after three unpaid statements.

Q: Can I request an itemized statement?
A: Yes. Itemized statements are available upon request.

Q: Who is ultimately responsible for the balance?
A: Patients are ultimately responsible for balances assigned to them after insurance processing and for services not covered by their insurance.

11. Insurance Changes, Denials & Billing Corrections

Q: What should I do if my insurance changes?
A: Please provide your new insurance information immediately. The sooner we receive the correct information, the sooner we can submit or correct claims and reduce the possibility of denials.

Q: What if my old insurance was billed?
A: Contact us as soon as you discover the problem and provide your current insurance information. We can investigate and, when appropriate, correct and resubmit the claim.

Q: Why is it important to correct insurance information quickly?
A: Insurance companies have deadlines for claim submission, corrections, and appeals. Waiting can make a claim more difficult or sometimes impossible to correct after the insurer’s timely filing limit has passed.

Q: What should I do if insurance denies my claim?
A: Contact your insurance company to determine the reason for the denial and review your EOB. When appropriate, our office may be able to provide additional information or resubmit the claim.

Q: Why is the 90-day period important?
A: Unresolved billing issues become increasingly difficult to correct with time. After approximately 90 days, an account may progress through the collection process, and applicable insurance filing or correction deadlines may have passed. Please contact us promptly whenever you identify a billing problem.

12. Medical Records, FMLA, Disability & Administrative Forms

Q: How can I request my medical records?
A: A signed medical-record release is required. The signed authorization may be provided through the secure portal, email, fax, or according to office instructions.

Q: Can I obtain records through the patient portal?
A: Records available through the portal may be accessed without a separate records fee.

Q: Is there a charge for archived records?
A: Archived records may require retrieval and administrative processing. Please contact the office regarding applicable fees.

Q: How long can a medical-record request take?
A: Requests are processed in the order received, with a target of completion within 30 days, although they are commonly completed sooner.

Q: Can my records be sent directly to another physician?
A: Yes. The patient or receiving provider may request the transfer with appropriate authorization. Providing the receiving physician’s name and fax number helps facilitate the process.

Q: Do I need an appointment for FMLA or disability forms?
A: Yes. An appointment is required so the physician can review the medical condition and appropriately document the information requested.

Q: How long does FMLA or disability paperwork take?
A: Turnaround is generally within five business days or sooner once the necessary evaluation and documentation are available.

Q: Is there a fee for forms?
A: Yes. Administrative forms and letters commonly range from approximately $45 to $110, depending on the complexity and time required. Please ask the office for an exact quote.

Q: Do you provide work notes, return-to-work letters, DMV forms, and travel letters?
A: Yes, when medically appropriate. Fees may apply depending on the documentation required.

Q: Can I upload forms through the portal?
A: Yes. Forms may be uploaded securely through the patient portal. Depending on the circumstances, they may also be brought to the office or sent by fax or email.

Q: What about forms requiring a formal legal disability assessment?
A: For specialized legal disability evaluations, the patient may be referred to an appropriate specialist who performs formal disability assessments.

13. Preoperative Evaluations & Special Medical Services

Q: Does Shafa Medical Clinic perform preoperative medical evaluations?
A: Yes.

Q: What should I provide before my preoperative appointment?
A: Please provide the information and requirements requested by your surgeon so the physician knows what evaluation and diagnostic testing are needed.

Q: When should I schedule my preoperative evaluation?
A: Schedule a dedicated preoperative appointment with sufficient time before surgery for necessary testing to be completed, results to become available, and the physician to review them.

Q: What testing might be needed?
A: Requirements vary depending on the surgery, surgeon, patient’s age, medical history, and health conditions. Testing may include laboratory studies, EKG, imaging, or other diagnostic evaluation when appropriate.

Q: Why does preoperative clearance require a dedicated appointment?
A: A preoperative evaluation requires adequate time to review medical history, current conditions, medications, examination findings, surgical requirements, and appropriate diagnostic results.

14. Practice Scope, Office Logistics & Patient Safety

Q: What age patients does Shafa Medical Clinic see?
A: The practice provides Internal Medicine and Primary Care services to adults age 18 and older.

Q: Does the clinic provide pediatric care?
A: No. Dr. Amanda R. Modesta-Keyhani is a board-certified Internal Medicine physician whose practice focuses on adult patients.

Q: Does the clinic manage chronic conditions?
A: Yes. As an Internal Medicine and Primary Care practice, Shafa Medical Clinic evaluates and manages a broad range of acute and chronic adult medical conditions, with specialist referral when appropriate.

Q: Where can patients park?
A: Free parking is available on the north side of the building.

Q: Is the office wheelchair accessible?
A: Yes. The office is located on the first floor and is wheelchair accessible.

Q: What if I need assistance when coming to the office?
A: Please call ahead and let us know what assistance you need so our staff can help appropriately.

Q: What happens on holidays?
A: The office is closed on designated holidays. For an urgent matter, call the office and follow the answering-service instructions for reaching the on-call physician. For an emergency, call 911 or go to the nearest emergency room.

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Note: For emergencies or potentially life-threatening symptoms, the patient should call 911 or go to the nearest emergency room rather than waiting for a portal message, telehealth appointment, or office response.

For insurance questions, we encourage patients to verify plan-specific benefits with their insurer when appropriate.

For medication requests, all prescriptions remain subject to physician evaluation and approval.

It is recommended to schedule an appointment when physician evaluation is needed.