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07 Sep 2021
Nurse Line Update

nurse line update

 

You asked and we listened! We have made some updates to our nurse line to better help our patient families reach the appropriate nurse for their call. These changes will be effective at 8:00am on Wednesday, September 8, 2021. 

 

When you call our main line at 309-662-0504, you will still select option 1 to speak with a nurse. Once in the Nurse Line menu, please listen carefully to the 3 options available: 

 

  • For parents or patients calling with a medical concern about their child AND would like to schedule an ill visit appointment, please press 1.
  • For parents or patients calling for a medication refill or to have a health form completed, please press 2. You will be directed to a voicemail and asked to leave all pertinent details for the nurse to fulfill your request. Please do not leave medical concern questions on this voicemail.
    • Medications that may be sent directly to a pharmacy will be completed within 24 hours. Medications requiring a handwritten prescription will be available for pickup within 48 hours. Forms will also be ready for pickup within 48 hours. Please Note: any requests made after 4pm will not be addressed until the next business day (Monday-Friday).  
      • When you arrive to pick up prescriptions or forms - please remain in your vehicle and call us at 309-662-0504 and select option 3 for the scheduling desk. One of our receptionists will bring your document out to you. Please make sure the person picking up is authorized to pick up documents for the patient and has a valid photo ID to present.
  • For parents or patients calling to speak with a nurse for advice only, please press 3.

 

As a reminder, our phones are MOST busy first thing in the morning and over the lunch hour. We understand these are the times that parents are urgently trying to reach a nurse or simply have the time to make a phone call. We encourage parents or patients calling with non-urgent or routine matters to avoid calling during peak phone hours to avoid longer hold times.

 

You may also utilize your Patient Portal to send us routine requests for medication refills, or to schedule NON-ill visit appointments. If you already have a portal you may access the home page by clicking here. If you need to register for a portal or need help resetting a password, you may request that through the Contact Us form at the bottom of this web page.

 

We will continue to evaluate these changes, as well as other options for improving call wait times. Thank you for sticking with us through it all and for being patient and kind with our nurses. We are here for you and happy to care for your family!

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