TPMG Patient FAQ’s

How do I reach a Patient Resource Representative?

What is a Patient Resource Representative?

TPMG’s Patient Resource Representatives are not advocates like in the hospital settings, but rather mediators who collect information regarding issues or concerns from patients, and ensure that these matters are brought to the attention of the Office Manager and/or Regional Operations Manager in hopes of a resolution.

Before contacting a Patient Resource Representative, please reach out to the office manager at the respective office location or via the Patient Portal. To find the office manager’s contact information, visit the location page at mytpmg.com/find-a-location

If you require the assistance of a Patient Resource Representative, please complete our Patient Resource Representative Form here. Your feedback will be reviewed and the Patient Resource Representative will address the matter with the corresponding Office Manager, Regional Operations Manager, or Administrator, who will contact you within 24 business hours.

Please ensure all necessary details are included, such as the office name, the physician’s name, a complete description of the issue/concerns, and the patient’s contact information, to facilitate a swift resolution.

For feedback regarding a specific provider experience, please submit all provider inquiries in writing, detailing your experience (dates, office location, etc.), and include the provider’s name.

*All concerns regarding office matters will be relayed back to the office manager, provider, and other relevant parties. Prescription requests must be relayed directly to the office, and not through Patient Resource Representative. Please contact your provider’s office for refill requests or assistance with retrieval issues.  

**Our Patient Resource Representatives operate during standard business hours. Requests made late in the day or during weekends may require longer than the usual 1 to 2 business days for follow-up. 

How do I access my records and test results, schedule or change an appointment, request medication refills, or receive messages from my provider?

By signing up or logging into the TPMG patient portal, you now have secure access to all of your medical information as well as appointment scheduling/cancellations.

What is the TPMG Patient Portal?

The Patient Portal is an intuitive, online portal that enables TPMG patients and providers to securely access and manage health information. Overall, the patient portal improves communication, patient care, and the full patient experience.

How do I enroll in the TPMG Patient Portal?

Step 1: Go to our website at www.mytpmg.com

Step 2: At the top right side or at the footer of our homepage, click the Patient Portal button.

Step 3: In the top right corner, click Log In or Enroll.

Step 4: Under Need an account, click Let’s Get Started.

Step 5: Enter your email address and create a strong password. Your provider should have provided you a PIN via email. Agree to the Terms and Conditions.

Step 6: Click Create My Account. You are now enrolled in the Patient Portal.

If you have trouble logging in or finding your test results within a week, please contact your provider for assistance.

How do I access my notes and results in the TPMG Patient Portal?

Step 1: Log into the Patient Portal.

Step 2: Click on the My Chart tab at the top of the screen.

Step 3: Click on the Documents tab.

Your visit notes will be in the Clinical Document section. Your scanned documents and reports will be located in the Encounter Notes section.

How do I transfer my medical records?

To transfer or receive your medical records, visit https://mytpmg.com/patient-info/release-of-information/

How do I transfer my medical images taken from a non-TPMG medical office and/or physician to a TPMG office/physician?

TPMG makes it easy to share non-TPMG medical images electronically to PowerShare™, as a service to our patients. Once a PowerShare™ account is set up, patients can:

  • Upload and share non-TPMG image studies with TPMG.
  • Share patient images with doctors and specialists as needed.
  • Upload past exams from personal CDs to patients’ accounts.

Use our new convenient and secure portal to upload your medical images online.

How do I pay my bill?

Bill payment is due within 30 days of your appointment. For your convenience, you can pay your TPMG bills online, by mail, over the phone, or at one of our locations. Visit https://mytpmg.com/pay-my-bill/ to pay your bill or view your billing options.

How do I contact the billing department?

Please contact the TPMG Central Billing Office at (757) 232-8777 or (877) 271-3810 for further assistance.

Where can I access the forms I need to fill out for my appointment?

At the bottom of each location page, you will find the patient forms that you will need to complete.

Do I need to wear a mask for my visit?

Effective July 2024:

Most TPMG facilities do not require masks; however, in some of our locations, they are still required. If you see a sign on a door that states “Mask Required” (see example), that office requires a mask to be worn in that office.

If you do not have a mask, one will be provided for you.

 

 

 

 

 

 

 

 

For more information, click here. 

What should I bring to my appointment?

For a full list of items to bring to your appointment, visit https://mytpmg.com/patient-info/appointment-info/

How do I cancel or reschedule my appointment?

If you are unable to attend your appointment, please visit https://mytpmg.com/cancellations-rescheduling-missed-appointments/ to learn the proceeding steps for cancelling or scheduling an appointment.

Which insurances does TPMG accept?

While TPMG contracts with several insurance carriers, please note that not all TPMG physicians actively participate in TPMG’s listed carrier plans. Please contact your physician’s office to verify participation with your insurance plan. For a full list of TPMG insurance carriers, visit https://mytpmg.com/insurance/.

I (or my loved one) will require an interpreter for my upcoming appointment, as I do not speak English/need an ASL (American Sign Language) interpreter. How far in advance will I need to let the office know in preparation of my visit?

TPMG offices have access to a 3rd party vendor who can typically provide a qualified interpreter for non-English speaking patients, or those that require an ASL (American Sign Language) interpreter. Please contact the office to discuss your specific needs and if necessary, your request for an interpreter at least one week ahead of your scheduled appointment.

What is the firearm policy?

In order to ensure a safe environment for employees, patients, and visitors, TPMG prohibits the wearing, concealing, transporting, storage, or presence of firearms or other dangerous weapons in our facilities. Any employee in possession of a firearm or other dangerous weapon while on our facilities or while otherwise fulfilling job responsibilities may face disciplinary action including termination. A patient or visitor who violates this policy may be removed from the facility and reported to police authorities.  There are a few exceptions to the policy:

  • ​Any law enforcement personnel engaged in official duties. If off duty, the law enforcement personnel must show their badge when carrying a firearm/weapon.
  • Any security personnel engaged in official duties.
  • Any person engaged in military activities sponsored by the federal or state government, while engaged in official duties.

What is the smoking policy?

To ensure the health and safety of our patients and employees, smoking and tobacco use are prohibited on TPMG property.

What is the zero tolerance policy?

TPMG offices understand coming to the doctor’s office is stressful enough. To help keep the experience from being stressful, our offices have adopted a zero-tolerance policy. This policy helps to protect our patients and staff from exposure to any behaviors that may cause discomfort and/or harm during appointments. These behaviors include:

  • Abusive or offensive language
  • Threatening or aggressive behavior
  • Unwanted touching
  • Refusal to follow a staff member’s instructions

May I bring my Service Animal to my appointment with me?

Service Animals (a dog trained to do work or perform tasks – the specifically trained action needed to assist- for the benefit of an individual with a disability) will be permitted in Tidewater Physician Multispecialty Group’s facilities unless the animal’s presence would fundamentally alter the nature of the service provided, when a particular animal is not within its handler’s (the person responsible for controlling and providing care for an animal) control, or when the animal poses a direct threat (significant risk to the health and/or safety of others that cannot be eliminated or mitigated by a modification of practices or procedures, or by the provision of auxiliary aids or services) to the health and safety of others or otherwise jeopardizes the safe operation of the facility.

 “Are there locations my service animal is not allowed?”

Service animals are NOT permitted in the MRI, CT, Procedure Suites, or Strive facilities at any time. In addition, there may be circumstances based on the nature of the services provided the patient may be required to have another person present to tend to and maintain control of the animal if by the nature of the services the patient is unable to do so.

“Can I bring my emotional support, therapy, comfort or companion animal to my appointments?”

Other animals, such as Emotional Support Animals (animals that provide a therapeutic benefit or comfort through devotion, affections, and campanionship, but doesn’t have specialized training, socialization, or formal evaluatios to perform specific tasks for the person’s disability/diagnosis) or Therapy Animals (a wider group of species that are a part of an animal-assisted, goal-directed intervention; utilized for activities such as therapeutic riding programs, physical or occupational therapy, or counseling and psychotherapy) will NOT be permitted into TPMG facilities under any circumstances. Emotional Support or Therapy Animals are NOT considered to be Service Animals under the Americans with Disabilities Act or under Virgina Law. 

“What are the guidlines for my service animal during my visit?”

Dress Code for Service Animals – Upon entrance into ANY TPMG facility with a service animal, TPMG requires the following:

  • A service dog must be under control at all times with the aid of a harness, tether or leash. If the person is unable to use these devices, then the service animal must be under full control by using voice, hand or other means of command;
  • A service animal or hearing dog must wear a vest or patch identifying it to patients and staff of our facilities as a service animal. However, a vest on its own doesn’t make an animal a service animal.

Access – A Service Animal shall be permitted in any area of the facility that is unrestricted to patients, or visitors provided that the Service Animal does not pose a Direct threat and its presence would not require a fundamental alteration in the facilities polices, practices, or procedures

Removal of the Service Animal – A service animal handler will be asked to remove the service animal or make arrangement for the service animal to be removed from the facility in the event of the following:

  • The service animal is not responding to its handler’s attempts to control the service animal and has been determined by TPMG’s staff to be out of control.
  • The service animal is not housebroken or is incontinent
  • The service animal otherwise poses a direct threat to the health and safety of others.

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