FREQUENTLY ASKED QUESTIONS
(FAQ'S)

Where are we located?
Upper Valley Urgent Care Center is located at 121 East Redd Rd, Exit 9 off Interstate 10 on the west
side of El Paso Texas. Our modern facility was opened in 2006 and is located in a friendly non-
threatening area of town adjacent to neighborhoods. The facility is clean, modern, and spacious while
the parking lot is well lit with plenty of room. Bus services are immediately available. The owner-
physician is double board-certified with over 21 years medical experience with 17 years in emergency
medicine. We have an on site rapid lab testing, and x-ray facility which means you don't have to wait for
the results of most diagnostic tests.

What is Urgent Care?
Upper Valley Urgent Care Center is a convenient alternative when your regular clinic is closed or you
can't see your doctor as soon as you would like. Upper Valley Urgent Care Center is for non-
emergency problems such as sore throats, ear infections, minor burns, or cuts and bruises. If possible,
you should call your own doctor before seeking treatment.
Your doctor knows your medical history and can guide you to the most appropriate place for care and
can provide follow-up care after an urgent care visit.

When are We Open?
Upper Valley Urgent Care Center is open days, nights and weekends. No appointment is necessary.
Just walk in and receive care when you need it most. Hours are 9AM-9PM Everyday. Additionally, we
are open most holidays. Call for exact hours. During the last half hour of any day, patients arriving may
be referred to the hospital if insufficient time is left to complete their care.

What’s the difference between an Urgent Care Center and a hospital “Fast Track” or
hospital-based urgent care facility?
As stated by a Humana director, “Don’t Let the Urgent Care Sign Fool You!” All urgent care centers are
not created equal, and the difference can affect your wallet. Whenever possible, choose a freestanding
urgent care center that isn’t co-located with or part of a hospital: prices will nearly always be
considerably less.

Who will care for me when I go there?
The physician-owner at Upper Valley Urgent Care Center is an experienced double-board certified
physician and there are other physicians with decades of medical experience to include physician
assistants and nurse practitioners. It is equipped with a small laboratory and diagnostic X-ray services.

Do you see children? Yes.

Do You Accept Medicaid? Sorry, the Upper Valley Urgent Care Center does not accept Medicaid.

If I am Paying with Cash, can I make payments?
When an individual can pay 75% of the bill on the date of treatment, then arrangements can be made to
pay the remainder within 30 days, but these discussions must take place
before care begins.

Do you do blood work?
We perform a limited amount of blood work here onsite. We do not do “send out” blood work.

Can I just come in and get an xray or test such as a drug screen and not see the doctor?
No, patients requiring xrays and laboratories must also be seen by the physician or other healthcare
provider.

Can I just come in and get a tetanus shot and not pay to see the doctor?
No, again as above, if you want a tetanus shot after an injury, then you must also sign in to be seen by
the care-provider. If you just want a tetanus update and you have no injury (cut or break in the skin),
then the answer is “Yes” you can receive a routine tetanus shot if no injury has occurred.

Can I just talk with the doctor or nurse without a charge?
You are free to speak to our staff that will relay questions to the nurse or physician for advice and
action when necessary. Under most circumstances, the physician becomes liable for advice or
information given and a record of involvement  needs to be made which must be accompanied by a
physical exam. Therefore,  talking with the doctor generally constitutes a visit for which there will be a
charge.

What Insurance Plans do you accept?
Medicare, Blue Cross Blue Shield except HMO, Cigna, Aetna, Healthsmart, Mailhandlers, United
Healthcare, Foresight TPA (Formerly Access), First Health, Independent Medical Systems, Assured
Benefits, Medical Care Referral Group, all commercial plans. Additionally, we will bill other insurance
companies “out of network” with which we don’t have contracts and some will honor the charge and
others only partially, and a few will not pay in which case you will need to pay for the visit out-of-pocket.

What will my copay be for my visit here?
Copays for different insurance companies vary and even vary sometimes within the same company
depending upon the plan you choose. Sometimes your insurance card will specify what the copay is but
sometimes it doesn’t. If there is copay that needs to be paid, then you will need to pay it, so the
question is best directed by you to your insurance company. Some insurance companies view urgent
cares as a “good thing” in that they keep patients from going to the hospital emergency department
where a simple visit can go into the thousands of dollars quickly. However, some insurance companies
try to penalize you for going to an urgent care center by forcing you to pay unreasonably high copay
such as $100. If your company is one of these, then call and complain to them and consider finding
another plan as some companies charge as little as $10 for copay to an urgent care center.

If my insurance is accepted here, then why didn’t it cover my last visit?
The most common reason for this is that you have a deductible that needs to be met and your
insurance company is letting your visit here apply towards that deductible.

How long will I have to wait?
Upper Valley Urgent Care Centers’ patients are generally treated on a first-come, first-served basis.
Every effort is made to see all patients upon arrival; however, during peak rush periods there can
occasionally be short waits that will be shorter than any place else in the city.

What happens after I leave?
You will be advised about all follow-up procedures and notified about any abnormal lab work or X-rays.
You will be advised to follow-up to your regular physician to advise of your visit and the care you
received.

Can I list the Upper Valley Urgent Care Center as my Primary Physician?
The Upper Valley Urgent Care Center does not serve as a Primary Physician, however, patients can be
seen here as much as they choose but must also identify a separate primary physician. If you do not
have a primary physician, we will be happy to provide you the names of physicians with whom we work in
the local vicinity.

When should I go to the emergency room?
Upper Valley Urgent Care Center is not a substitute for emergency care. You should use a hospital's
emergency department for serious or possibly serious or life-threatening problems. If you are
experiencing any of the following symptoms, don't wait! Call 911 or get to your nearest hospital
emergency room:

  • Chest pain
  • Severe abdominal pain
  • Difficulty breathing or shortness of breath
  • Sudden dizziness, weakness or loss of coordination or balance
  • Sudden blurred vision
  • Numbness in the face, arm or leg
  • Sudden, severe headache
  • Deep cuts or bleeding that won't stop
  • Pregnancy-related Issues
  • Coughing up or vomiting blood
  • Severe burns
  • Seizures

If I want to contact you to discuss a matter, how do I?
To contact us, you have a few options including calling us at 915.584.8882, writing us at UVUCC, 121
E. Redd Rd, El Paso, TX 79932-1981, or sending us an email at: admin@uvucc.com by selecting the
link below entitled "Contact Us."

What is a Patient Termination? When a patient seeks medical attention from a medical provider who
agrees to try and offer that medical attention, a patient-provider relationship begins. For a primary care
physician, the relationship is enduring and will last as long as the patient or physician want. For
providers who offer episodic care, as in that of an urgent care facility, the patient-provider relationship is
for the duration of the individual episode of illness, much like the relationship of a patient with a Cruise
Ship physician, it doesn't go on after your trip ends. However, when a physician believes that aspects of
the relationship have become undesirable, then it is within the rights of a physician to terminate the
relationship. The causes of termination may include but are not restricted to: non-compliance to medical
management (such a not complying with medical advice or refusing to cooperate with testing or care as
recommended by the provider.) Other causes may be patient behavior which is  physically or legally
threatening either directly or implied to the provider and/or staff. Outbursts of temper or loud or
boisterous behavior are equally undesirable. Argumentative or demanding demeanor will not be
tolerated such as patients who may be demanding that a specific drug be prescribed, particularly when
it is narcotic in nature. Individuals who exhibit signs of a surly behavior or signs of alcohol or drug
intoxication will be referred elsewhere as this is not an acceptable way in which to seek routine or
urgent care medical services. In the end, a provider is within his or her rights to terminate a patient
relationship without having to explicitly state why. Advisement of this is usually made by registered or
certified mail but sometimes it can be made at the time of the visit. A patient and complicit family
members who have been terminated are no longer eligible for care at this facility.  
Upper Valley Urgent Care Center
121 E. Redd Road
El Paso, Texas 79932
(915) 584-8882
Upper Valley Urgent Care Center
121 E. Redd Road
El Paso, Texas 79932
(915) 584-8882
UPPER VALLEY
URGENT CARE CENTER
Call 915-584-8882
FAX: 915-584-8884