AV Community Clinic
Helping Enhance the Well-Being of the Antelope Valley Community

Frequently Asked Questions

Is AVCC a free clinic?

We are a Federally Qualified Health Center, not a free clinic. Therefore, service charges are based on ability to pay. We accept Medicare, Medi-Cal, Medi-Cal HMO and most other commercial plans. For those without insurance, fees are based on your income. No one can be refused service because of their inability to pay.

What are my financial responsibilities as a patient?

You are responsible to pay for co-payments, deductibles and non-covered benefits. Cash patients are charged on ability to pay sliding scale based on family income. Payment is collected at the time of service. If you are unable to pay, a Charity Application is available for you to fill out and a determination will be made if you qualify.

My child can’t get into school and needs a physical today; can my child be seen today?

No, we do not take walk-in physicals. We suggest that you schedule school physicals prior to the start of the school year.

If I do not like my doctor, can I request to see someone else on the same day?

You cannot switch to another provider at the same visit. However, we can schedule you with another provider for your next visit.You can also speak to a supervisor if you would like to discuss your concerns.

How long does it take for my lab results to be in?

Results vary depending on what specific lab test is ordered. Ask your provider at the time of your appointment when you should schedule a follow-up appointment to review lab results.

I have a really bad toothache and my face and/or mouth is swollen, can I get treated today?

Contact our dental office immediately, we will try and accommodate you for a same-day appointment. The dentist may prescribe antibiotics to treat the infection first before we can begin any dental work.

How much do you charge for dental work?

You will be given an estimate of cost before any dental work will begin. Click here for the Dental Sliding Fee Scale for billing guidelines.

Is my medication going to be sent to the pharmacy or is the doctor going to give me a prescription?

Depending on your insurance, we may send prescriptions electronically through the computer so the patient just needs to go to the pharmacy for medication pick up. We also have a voucher that some patients need so the provider will hand them the voucher to take to the pharmacy. Finally, we have an actual prescription that is required for some medications that the patient would need to take to the pharmacy directly.

Why can’t I come to the Urgent Care / Walk-in Clinic to get a refill on my medications?

The Urgent Care / Walk-in Clinic does not do primary care. It is always best to schedule routine appointments with your provider so your medications can be filled on a timely manner.

I need a disability form filled out. Can I get it same day?

No. Forms need to be dropped off at the clinic. Please allow 48-72 hours to process your request. You will be notified once it is ready for pick up or if further information is needed.

What should I do if I have a change in insurance plan?

Be sure to inform us of the changes and present your new insurance information at the time of your next visit. We will need to make a photocopy your new insurance card so please remember to bring all materials during your visit.

What is a deductible? Co-payment or co-insurance?

A deductible is the amount you pay each year before your plan begins paying benefits. This amount is usually a set dollar amount. A co-payment is a cost sharing agreement in which you pay a flat-dollar fee for a specific service. An example would be where the insurance plan charges a $50 co-payment for all emergency room visits. Co-insurance is the portion of your health care expenses that you are responsible for. If your co-insurance is 20%, then you would pay 20% of the expense after your deductible is met and your insurance company would pay the remaining 80%.

Why are you asking for my deductible or copayment at the time of my visit?

Not all services are covered in all insurance contracts and it is our policy to collect your portion during your office visit. If you are unable to pay at time of service, an invoice will be sent to your home. You can make payments online or you can mail us your payment.

Can I pay my bill in person and can I pay my bill in cash?

You can pay your bill via check, cash or charge (Visa or Mastercard) in person at any of our locations. Payments are accepted from 8am to 5pm.The option to make online payments will be available in the coming weeks.


Antelope Valley Community Clinic

Health & Wellness Center

45104 10th Street West

Lancaster, Ca. 93534


Antelope Valley Community Clinic

2151 East Palmdale Blvd.

Palmdale, Ca. 93550

What should I do if I have questions about my bill?

Because of the large number of calls we receive daily and to avoid long wait time, we encourage you to contact us via email at billing@avclinic.org. One of our billing representatives will be happy to discuss your questions and concerns.

How do I request my medical records?

You will need you to come in and fill out a Release of Information form stating that you are giving us authorization to release your protected health information. You can access the form here on our website so you can pre-fill the form; however, you are still required to come into the clinic to present it along with a pictured ID or driver’s license.

Can I obtain my medical records if I am out of the area?

If you are out of the area and cannot come in to fill out the medical records release form, please visit your new Primary Care Provider in your area and have them send us a request to release the records. The request can be faxed at (661)341-3873 along with a copy of a pictured government-issued identification card or driver’s license.

How long will it take for me to receive the records?

In most cases, we can complete your request within two to five business days.

Is there a fee to request my records?

No, we do not charge a fee for this request.

What if I have more questions regarding medical records?

If you have any further questions regarding medical records, please email us at mr@avclinic.org. Someone from the medical records department will be happy to contact you and discuss your concerns.

Why is there such a long wait to receive my referral?

Referrals are submitted based on Urgency; STAT 1-2 days, Urgent up to 72 hours, and Routine referrals can be between 7-10 business days. Once your Primary Care Provider submits a request for specialist care, the Referral Department at AVCC submits this request to your insurance company for review and approval.

What if I want to go to a specific specialist?

If you are asking for a specific Specialist please provide this information to the Provider that you are seeing that day. Keep in mind that the Specialist must be an In-Network provider with your insurance company.

What happens if my referral is denied?

If you are denied the requested services there is an appeal process. Contact the AVCC referral department at referrals@avclinic.org for questions on how to obtain an appeal form.

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