Frequently Asked Questions
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Scheduling & Appointments
There are several ways for new patients to join the Shine Pediatrics Family.
To become a new patient, please register online with our 2 step email process.
PLEASE USE A COMPUTER TO REGISTER:
- At the bottom of our homepage, click on the link: New Patients Click Here to Register Online
- Once you have completed the request, you will receive an email with a link embedded to complete an online HIPPA compliant registration process through Health Fusion.
DO NOT HESITATE TO CALL 469-333-1543 IF YOU RUN INTO ANY ISSUES.
We host a Meet and Greet on the first Wednesday of each month at 6:30pm @ 3600 Shire Blvd Suite 110 Richardson. TX 75082. We strongly encourage new families to attend this event to obtain a face-to-face interaction with our providers. Please register here.
If you are seeking more personalized responses to your child’s condition, please call 469-333-1543 to set up a 15 minute meet and greet during business hours. Prices as follows: $50 for 15 minutes and $100 for 30 minutes.
Currently, the demand is very high. We are making every attempt to keep up with this growing demand.
Our Shine Pediatrics Providers crafted the Integrative Medical Questionnaire to gather a comprehensive look at your child’s medical conditions. We admit it’s lengthy, but promise it’s worth your time!
If choose to become an Integrative patient, please complete the Integrative Questionnaire below:Integrative Questionnaire
We accept a wide variety of health insurances. Please see the list here: https://www.shinepediatrics.com/wp-content/uploads/insuranceaccepted.pdf
We will continue to care for your child until they are removed from the parent/guardian’s insurance plan. We no longer see young adults who have become self-employed, graduated college, or become a parent themselves.
Nurse Practitioners are Advanced Practice Providers. We love our Nurse Practitioners! All Nurse Practitioners must complete a master’s or doctoral degree program and have advanced clinical training beyond their initial professional registered nurse (RN) preparation. Didactic and clinical courses prepare nurses with specialized knowledge and clinical competency to practice. NPs undergo rigorous national certification, periodic peer review, clinical outcome evaluations and adhere to a code for ethical practices.
Nurse practitioners are advanced practice registered nurses who provide care to patients throughout the lifespan, from premature newborns to the elderly. They perform comprehensive and focused physical examinations, diagnose and treat common acute illnesses and injuries, provide immunizations, manage high blood pressure, diabetes, depression, and other chronic health problems, order and interpret diagnostic tests such as X-rays and EKGs, as well as laboratory tests, prescribe medications and therapies, perform procedures, and educate and counsel patients and their families regarding healthy lifestyles and health care options.
Our supervising physicians, Dr. Randy Naidoo and Dr. Rahima Afroza, are available for further guidance if the case exceeds the NP’s expertise. Please specify with the Front Office if you would like an appointment with an NP or MD.
We do not accept walk-in appointments, but we do offer same day appointments! Call us at 469.333.1543 to schedule.
Fever is a sign that your body is dealing with some type of infectious process whether it is mild or severe. Height of the fever DOES NOT determine the severity of the infection. Appropriate observations to make/questions to ask: Does your child have breathing issues? Poor liquid intake? Unusual rashes or red polka dots on the skin? Changes to urine appearance or smell? Overall personality/demeanor changes? In addition, our providers in the office should assess a fever lasting >5 days, even if there are no other symptoms and your child looks great.
Peppermint Essential Oil (2-3 diluted* drops on the soles of the feet and the spine) is an option. *It is recommended to dilute the oil with Extra Virgin Olive Oil or Coconut Oil when applying to children. Peppermint Essential Oil can have a tingling sensation on a child that they can’t explain and may cause some fussiness or crying. NOTE: It is highly recommended to wash your hands after each application, as the Peppermint Essential Oil can burn the eyes if accidental contact occurs. Please call our office or the provider on call before applying Peppermint Essential Oil on your child.*
Cool baths may also bring down fever along with ice packs on pressure points. These interventions may be harder to carry out on younger children.
Tylenol (or acetaminophen) is not a common recommendation for our practice. We will use it as a last resort in infants less than 6 months old and in children depending on their response to other interventions. Acetaminophen Dosing: 15 mg per kilogram of child’s weight every 6-8 hours by mouth (example: 15lb child=6.8kg; 15mg X 6.8kg=102mg of acetaminophen; would give 100mg as the dose. Please note that most of the acetaminophen strengths should be the same (160mg/5mL), however there are some older versions with a different concentration. Please double check the bottle before administering to your child.
Motrin, Advil or ibuprofen are also other common recommendations after 6 months of age. It is more common to see an allergy to ibuprofen than to acetaminophen, so we want to caution parents when using ibuprofen for the first time. Ibuprofen Dosing: 10 mg per kilogram of child’s weight every 6-8 hours by mouth (example: 22lb child=10 kg; 10mg X 10kg=100mg of ibuprofen). Please note the strength of ibuprofen you are using; the Infant and Children’s brand have different concentrations.
Please click on the following link for details: TYLENOL AND MOTRIN DOSING
IF YOU ARE UNSURE OF DOSING, CONTACT OUR OFFICE OR THE PROVIDER ON CALL. DOSING IS IN KILOGRAMS, not pounds.
Two things to consider:
- Is this an acute problem (i.e. yesterday the stool was normal and today it looks like diarrhea)? Many times acute issues are linked with fever, vomiting, blood in the stool, and/or dehydration. If your acute issues are linked with the above issues, then make an appointment and have your child evaluated.
- Is this chronic (i.e. going on for several days to weeks)? If your acute concerns are not associated with the above, leave a message on our Health Support Line 469-333-1543 ext 211.
If your child has diarrhea for > 2 weeks, please make an appointment with your provider.
Nasal saline and suctioning your child’s or infant’s nose can be very helpful in clearing nasal secretions. If symptoms are ongoing or you have any concerns, please make an appointment and have your child evaluated. This is one of the most common complaints in the toddler and infant period. Tonsils/adenoids removal or having tubes put in become less necessary as we use our integrative model to support the immune system. If your child is having ANY breathing difficulties, take him/her to the ER or urgent care immediately.
We will only give recommendations about supplements, herbals, or homeopathics that we have researched and understand the safety and efficacy profile. During your visit, we will discuss natural approaches and equip you to treat naturally. (It is at your own risk when you use natural medicines or other OTC remedies that are not our specific recommendations.)
After much research our office feels that, in the appropriate situations, essential oils may have a much higher benefit to supporting the body’s ability to heal than the use of some OTC medications. Most medications, whether by prescription or OTC, contain many synthetic or inert ingredients that have no value to the body. These inert or synthetic ingredients can have negative effects on child whose genetic makeup does not allow their bodies to rid medications easily. In these instances, the essential oils can provide non-synthetic, natural agents that actually provide fuel and energy to support healing and wellness. Just as with medications, in some instances, a patient may exhibit a contact irritation with the skin. Use of the essential oils in the manner that we recommend typically does not cause any unwarranted side effects. (If you decide to use the essential oils in a manner in which we have not recommended, side effects or other problems could occur.)
Over the counter options:
- Homeopathic teething tablets that dissolve in mouth
- Amber teething necklaces
- Motrin (ibuprofen) as needed over the age of 6 months
- Cold teething rings
- Clove essential oil (diluted and please discuss brands with us before using)
- If the constipation started within the last week, without vomiting, please call our nurse line 469.333.1543 ext 211 to receive recommendations.
- If constipation is chronic and has lasted > 2 weeks, please make an appointment to discuss with your provider.
We feel that breastfeeding is one of the most critical aspects of your child’s first year of life. We will do everything we can to motivate and assist our mothers to be successful at nursing. We will assess the child’s weight and hydration status before making recommendations about donor milk or formula supplementation. We have two IBCLC certified Lactation Consultants on site ready to assist. Please complete the following form to make an appointment with them.Lactaction Intake Form
It is understandable that in certain situations, formula is necessary. We want your child to thrive, and we will assist you in choosing the best formula for your infant. We also have homemade formula options, which have been approved by our practice and an independent nutritionist, to ensure that we are providing the infant with the proper nutrition. If you have questions about formula, please make an appointment with your provider.
YOUR CHILD MUST BE SEEN IMMEDIATELY in the office or at an urgent care/or emergency room, if they have any of the following concerns:
- Persistent breathing problems over a 5-10 minute period of time
- Sudden onset of loud or noisy breathing (i.e. concern with swallowing an object, grunting, or fast breathing without fevers)
- Red polka dot rashes
- Confused or disoriented state (at times when your child is normally awake or alert),
- Concerned that you cannot easily awake them from sleep
- Any concerns for hydration due to vomiting and diarrhea occurring at the same time, or solely dry heaving due to repetitive vomiting
After Hours, Consultations & Referrals
Our general philosophy encompasses an understanding that there are many steps that can be taken before a traditional specialist is needed. We evaluate other treatment modalities and offer other possible interventions before a referral to a specialist. These specialty tests will guide your Shine Provider as the direct your child’s plan of care.
We need your specialist’s full name as it appears on your insurance plan along with their address, phone number and fax number.
If you require a referral for Speech, Occupational or Physical Therapy, most therapists will send us an order form requesting a signature from our provider and other necessary medical information. Please do not call or leave a message regarding needing a referral if the request has already been done by your therapist.
For referrals to specialists, if our providers have not seen your child for this condition or you have been asked by a provider to be seen for the referral to be made, call our office and make an appointment and specifically mention your need for a referral appointment. If it is a condition we have seen your child for and the condition is not improving or you are looking for another opinion, we will gladly put in a referral for you.
Please allow up to 72 hours for referrals to be completed.
Please note that you always have the ability to contact a SHINE medical provider after hours for medical advice. Phone calls related to ongoing medical care regarding that day’s care of your child in the office or by phone will not be assessed a charge. Phone calls after office hours will have a $60 charge.
Urgent medical matters can be handled by one of the several urgent care centers in the metroplex. Should you have concerns about the medical advice given or the assessment, please contact a provider through 469-333-1KID to address those concerns.
List of Urgent Care Centers:
Hospital Care & Newborn Privileges
Dr. Naidoo will see newborns at Texas Health Resources Plano (formerly known as Plano Presbyterian) and Baylor Medical Center of Frisco.
Dr. Naidoo will occasionally admit older pediatric patients to THR Plano because they also have an inpatient pediatric unit.
We encourage families to utilize Children’s Medical Center Dallas and Plano campuses along with Medical City Dallas. These facilities specialize in children and the complexities of their healthcare needs. Dr. Naidoo does not have privileges at these locations, but the hospitals do keep us up to date on the plan of care and do communicate with Dr. Naidoo.
Call 911. They will take your child to the nearest ER to stabilize the patient and then will likely transfer your child to a pediatric specialty hospital.
Please Note: The responses to these frequently asked questions are only general recommendations and are intended solely for patients of Shine Pediatrics and Wellness Center, P.A. They should not be used as a substitute for consulting your own medical physician.
Billing & Insurance
If there are any questions, we first ask if you have insurance to match up your EOB (Explanation of Benefits) to our invoice that we have generated for you. Once you have your EOB, it will help to better understand what your insurance has taken care of, what deductibles or expenses are your responsibility along with what fees may be written off by your particular insurance plan, and what are covered and non-covered benefits. For non-covered benefits, our office will do our best to alert you to trends that we have seen with insurance plans, but our office is NOT RESPONSIBLE for notifying you of what benefits are covered by your insurance plan. If you feel there is a test or procedure that we are recommending for your child that you would like to inquire more about from your insurance, please feel free to do so. We will notify you if we feel that a test or procedure is required and is IMMEDIATE AND MANDATORY.
If there are any discrepancies from your Explanation of Benefits and your outstanding balance with Shine, you may contact us at 469-333-1543 and select “Billing” or message us on Klara and select “Billing” as the reason.
WE ARE NOT CONTRACTED WITH CHIP, MEDICAID, OR AMERIGROUP.
We see several families in our practice without insurance coverage or who have Medicaid but have ability to self-pay. We do not deny care to anyone. Please remember, if your insurance plan is not in our network or you are a self-pay or cash-pay patient, we have a fee schedule that is reasonably priced and affordable for most families. Most self-pay patients will have an average bill in the $95-$180 range. This price does not include any specialized testing done with laboratories such as Genova, Great Plains, Cyrex or other specialty labs and also for labs such as Quest, CPL, or LabCorp.
For any specialty labs, we will ensure you are aware of the pricing before we draw any blood or have you submit any specimens.
We accept a wide variety of health insurances. Please see the list here: https://www.shinepediatrics.com/wp-content/uploads/insuranceaccepted.pdf
Request online or by calling our office. Here is a video on the use of your patient portal to download important labs, radiology studies, clinical notes, immunizations given in our office along with vaccine records you have provided us from different offices. and several other aspects to the medical record.
If you would like our office to download a physical copy of your medical records, there will be a fee of $25 per patient.
To register as a new patient, you will need to register each child separately in the family. They will have their own individual patient portal account, which can later be merged under one login.
After registration, patient portal services are available online and include: encrypted (HIPPA compliant) lab information at your fingertips, the ability to change demographic information and insurance information online, upload/update medication information, access vaccine records, email correspondence, provide current health history before the appointment, and access pertinent medical documents.
Electronic Communication via email THROUGH THE PATIENT PORTAL:
The patient portal provided allows you to communicate with our staff to quickly determine your needs and respond appropriately.
- DO NOT USE email request for urgent appointments.
- DO NOT USE email for URGENT matters needing a same day response.
*USE email ONLY for:
- Non-urgent matters
- Administrative issues
- Recent clinic visits that you may have a question about plan of care
- Lab result requests or to have your child’s results attached to the patient portal
- Copies of vaccine records or school notes
- Billing questions or concerns
- For your information: the patient portal is NOT ABLE TO ATTACH DOCUMENTS through the patient portal.
PLEASE BE COURTEOUS
We appreciate and expect that you will treat our staff and healthcare providers with courtesy and respect. We reserve the right to dismiss you from the practice for non-compliance of this policy.
We are a busy practice with complex patients and complex medical histories. We expect you to be prepared at the time of your visit. Any documents that require the healthcare provider’s signature, we ask that you either submit those PRIOR to your visit or bring them with you at the time of your visit.
PLEASE NOTE: If your child has seen a specialist, has been prescribed medications for chronic conditions, required surgeries, is being seen in our office due to a chronic or ongoing medical issue for the first time or our front desk asks you to complete the questionnaire, please complete this questionnaire PRIOR to your visit. This will allow your first visit to be high quality, efficient, and rewarding.
We accept most major insurance plans; however, this does come with certain limitations. For example, we must physically see your child in order to prescribe medications or make diagnoses. Please be sure to bring your insurance card with you and to alert the practice of any changes in your insurance status or mailing address. Please note, high deductible insurance or limited coverage policies means the financial guarantor of the patient is responsible for any balance not covered by insurance. Some full coverage policies will not cover all lab costs or office visits. This will be the responsibility of the financial guarantor.
It is the responsibility of the patient/parent to ensure that Randy Naidoo M.D. is a participating provider for their insurance plan. If Randy Naidoo M.D. or Rahima Afroza M.D. at 3600 Shire Blvd., Suite 110, Richardson, TX 75082 is not a participating provider for your particular plan, you may still select our office for your medical care, but “out of network” benefits will apply. In that case, patients will be responsible for the full cost of their visit on the day of service and can submit a receipt for reimbursement to their insurance plan. It is not Shine’s responsibility to know or advise you on your insurance benefits. Patients/parents with questions about their coverage should contact their particular insurance carrier’s customer service representatives. Dr. Naidoo has practiced or practices at other locations that are not affiliated with Shine Pediatrics and Wellness Center, PA. Therefore, providing the address to the insurance company will ensure no mistakes in proper coverage for your visit. Additionally, we do accept cash pay clients into the practice.
If you are utilizing Shine Pediatrics and Wellness Center, PA for your child’s preventative care and you also have another provider that your child sees, you will need to ensure that your visit with Shine Pediatrics and Wellness Center, PA is a covered benefit prior to your visit.
Shine Pediatrics and Wellness Center, PA can accept cash, checks or credit card payments (Visa, MasterCard, Discover and American Express) for your convenience. Patients are required to pay the full amount of their co-pay, co-insurance, or deductible fees for their visit at the time of the visit. It is understood, and agreed, that if an outstanding balance is not paid by your insurance company, the financial guarantor is personally responsible for the payment of all charges due.
Checks can be written to Shine Pediatrics and Wellness Center, PA at the time of the visit. In the event of a returned check, there will be a $35 dollar non-refundable fee in addition to the amount originally owed.
Medical Records are available on the patient portal for free, but requests for a hard copy will be charged a $25 fee.
AFTER HOURS PHONE CALLS
Please note that you always have the ability to contact a SHINE medical professional after hours for medical advice regarding non-critical care. Phone calls after office hours will have a $25 charge from 5pm-10pm and a $60 charge from 10pm-9am. Phone calls related to ongoing medical care regarding that day’s care of your child in the office or by phone will not be assessed a charge.
Additionally, there will be a $25 charge for any phone calls during the day that require a nurse practitioner or physician to review the patient’s chart before replying back to a request from the parent through our nurse’s triage line. This also involves any rashes where pictures are required for the provider to review and phone calls that require a nurse practitioner or physician to spend extensive time reviewing the chart or making detailed recommendations.
Please call if you are running late to your scheduled appointment. If you are more than 15 minutes late for your appointment, we may ask you to reschedule for another time.
NO SHOW/CANCELLATION POLICY
Your appointment time is reserved especially for your child. A missed appointment leaves an empty slot that could have been used by a patient in need of medical care. Not cancelling an appointment in a timely fashion is unfair to other patients. Therefore, we request that patients who are unable to keep their scheduled appointments notify us at least 24 hours in advance, so the time might be made available for another patient.
For established patients, a missed appointment will be rescheduled upon request. A second missed appointment within 12 months will result in a $35 no show fee, which is not covered by insurance. Three missed appointments for each respective child in a family within 12 months may result in dismissal of that individual from our practice.
MULTIPLE CONCERNS AT A PREVENTATIVE VISIT
If your child’s visit to Shine Pediatrics and Wellness Center, PA is scheduled as a Well Check-up visit, that visit needs to be focused on child development, readiness or performance in school, screening measures for hearing and vision if appropriate, as well as various other tools and measures depending on your child’s age. If your child is sick, dealing with chronic medical conditions, requesting blood work or further workup for a chronic disease (i.e. autism, neurosensory issues, allergies, asthma, eczema, ADHD, nutritional concerns, significant concerns with development regarding unintended weight loss or gain, endocrine dysfunction, etc.), it is at the provider’s DISCRETION if your child can be seen for that additional complaint in the allotted time for a Well Check-up visit. If your child is seen for these other complaints, your insurance may be billed for TWO services at that preventative visit, which may cause lack of coverage and responsibility of payment by the financial guarantor. PLEASE BE AWARE OF THIS SITUATION, and if possible, schedule a subsequent visit to be respectful of the provider’s time and other patients who will be seen following your appointment. Thank you for your understanding in this matter.
PATIENT VISITS WHEN THE PATIENT IS NOT IN ATTENDANCE
Insurance coverage stipulates the patient must be in attendance for coverage to incur. When a parent would like to schedule a visit WITH A PROVIDER to review labs, discuss any health care concerns, vaccine discussions, or any other matter that does not require the patient to be in attendance, there will be a fee of $50 for 15 minutes and $100 for 30 minutes for the provider’s one-on-one time.
PRESCRIPTIONS AND TRIPLICATE REQUESTS
All prescription refills should be requested during regular office hours. Please have the pharmacy address and telephone number available when calling for the request. Any ADD/ADHD medications that require an in-office pick-up, require a 72-hour notice and will NOT be available for same day pick-up. Controlled Substance Requests for refills will be charged a $10 service fee for any changes that have to be made after the initial prescription has been written due to insurance coverage or other reasons for changes. Please make sure you are clear on your insurance coverage regarding type of medication coverage, 1-month vs. 3-month supply, and whether you are doing a mail-in-order program. Those concerns are not the responsibility of Shine Pediatrics and Wellness Center, PA.
Please call for refills a few days before your prescription runs out rather than waiting until the last moment. Routine prescription refills will generally be phoned in within 48 hours. The medical provider will not routinely prescribe antibiotics over the telephone without recent examination; this will ensure that your child receives the appropriate medication for his/her condition.
We try to do our best to establish total cost of lab testing in advance, however costs are an estimate and can vary depending on the type of testing completed and insurance coverage. Parents are responsible for all lab fees if insurance does not cover or does not apply the balance to the deductible. It is highly recommended that patients/parents check with their insurance to see if lab tests are a covered benefit. Most ROUTINE lab tests are covered, but some SPECIALTY labs are not covered and will require some out of pocket expense.
Lab results will need to be discussed in the office with the provider. The parent and child shall be present at the visit. In the event of NORMAL lab values, a follow-up visit is not required and the results will be available online via the patient portal.
We have specific charges for lab tests for self-pay patients. If you choose to have lab tests submitted through your insurance or use a different lab facility, your cost could be higher due to deductibles not being met or due to tests being a non-covered benefit under your plan.
Randy Naidoo M.D. and Rahima Afroza M.D. have hospital privileges at Baylor Medical Center at Frisco and Texas Health Presbyterian Hospital Plano for newborn infant care and non-complex, inpatient care. In the event that a patient requires admission to a hospital for a complex issue requiring continuous observation and care, patients will be admitted to a free-standing pediatric medical facility under the direction of pediatric hospitalists. Dr. Naidoo will work closely with these hospitals to coordinate your child’s care, but is not involved in the decision-making for your child’s day-to-day care.
In the event of a serious emergency, you should go immediately to the nearest hospital emergency room or call 911. Should your child have an urgent matter, we will do our best to respond to your issue promptly. In a less serious situation that needs to be addressed, you may call the office and you will be contacted as soon as possible. If you have any doubt about the seriousness of the emergency, it is best to go directly to the emergency room.
GROUNDS FOR TERMINATION
A physician may terminate a relationship with a patient at any time by giving 30 days’ notice during which the physician is responsible only for responding to urgent medical matters. Dr. Naidoo will reserve this action for patients who demonstrate a lack of respect for themselves and the practice by repeatedly missing appointments, failing to pay their bills, disregarding the stated policies of the practice, or acting in a way that is deceptive, dishonest or abusive.
We are all working to a common goal of caring for your family and encouraging them to be healthy…so they can SHINE!!!!
#1. Your provider has ordered specialty labs that are out of network with your insurance. Regardless of whether you have met your deductibles or not, you will have an amount to pay directly to the lab company, either Genova or Great Plains.
#2. These labs are dependent on what the patient is ingesting at the time of the test. Some providers will want you on supplements/meds with the collection process, or they may want you off of all supplements/medications. VERIFY WITH YOUR PROVIDER.
#3. The Urinary Peptide test will only be accurate if you are ingesting gluten and casein for at least 2 weeks leading up to the test. If you are gluten or casein free or both, the test should come back negative.
#4. The video link will have the details that you can watch and help answer your questions at home about collection issues and payment issues. It is very important you fill out the requisition form accurately. Incorrectly completed forms might cause recollection of specimen.
#5. WATCH THE VIDEO: https://youtu.be/F6wncBOhGX0
If you have been seen in the last year for your child’s Well Child Check and are needing a basic health form filled out, you may text us the document through Klara or email it to email@example.com, and we will get it back to you within 7-10 business days. If your child is due for their Well Child Check, please call the office to schedule and bring your forms with you to the appointment. If you need a form filled out with medical diagnosis or medication information and have been seen by a provider for these issues in the last 6 months, you may send a patient portal message to that provider. If more information is needed, you may be asked to schedule an appointment.