HonorHealth Complete Care FAQs

A: An emergency room treats conditions that are serious, or could cause death or permanent injury, if not treated quickly. These conditions include chest pain, abdominal pain, dehydration, complex fractures and others.

An urgent care typically treats non-life-threatening conditions, some of which include common colds, flu, strep throat, lacerations and more. Urgent care visits are also less expensive than emergency room ones.

Selecting the right facility can make a big difference. If you choose an emergency room for treatment when you don’t require one, you will unnecessarily end up paying a lot more for your visit. If you choose an urgent care and require an emergency room, you will not only add unnecessary cost to your visit, but you will also lose valuable time while being transferred to an emergency room.

HonorHealth Complete Care provides full-service emergency and urgent care under one roof. Our facility is equipped to handle conditions that require urgent care or emergency room visits. This means you will not have to worry about which type of location you or your loved ones should go to. Board-certified physicians and advanced practitioners will determine the level of care you need.

Please note: Emergency services are available 24 hours a day, seven days a week. Urgent Care billing is only available 7 a.m. - 9 p.m., seven days a week.

A: Urgent care services and billing are available from 7 a.m. to 9 p.m., seven days a week. No appointments are required. Walk-ins only.

Our full-service emergency room is open 24 hours a day, seven days a week.

A: Yes, our facility is fully in-network with most Medicare and Medicaid insurance plans. Visit our insurance plans accepted page for more information.

A: Healthcare insurance, including Medicare, sets a distinction for first visits in an office or urgent care setting. The new patient charge is typically reimbursed at slightly higher rates than all following visits to the same location, due to the additional work required to set up new accounts and obtaining all the necessary details to make this happen.

Established patients are ones seen at the office or urgent care in the past three years, and the charge for this visit is typically less than the new patient charge.

A: When you arrive at an HonorHealth Complete Care location, your care team will assess your needs to determine the right level of care for you. Urgent Care services and billing are only available between 7 a.m. to 9 p.m., seven days a week. We'll bill your insurance based on the services you received. If you get services after 9 p.m., please note that your insurance will be charged as an emergency room visit.

Your insurance company negotiates rates on your behalf with providers, such as HonorHealth Complete Care, and agrees upon rates which they feel are reflective of the value provided to their members. Factors that determine what rates your insurance carrier agrees to include quality of providers, accessibility and patient experience. Visit our insurance plans accepted page for more information.

A: Your insurance company will send you an EOB, which explains what is allowed by their policies, and what the associated charges are for these allowances. It is not a bill, but rather a communication from your insurance company to you, the patient. If you have any questions or concerns regarding your bill, please call 623-300-9044.

A: For urgent care services at HonorHealth Complete Care:

In-network means we have a contract with your insurance company and have agreed on what the cost is for any service provided to you.

Out-of-network means we do not have a contract with your insurance company for setting the rates. As a result, you may be billed at a different rate as determined by your insurance company and benefit plan.

For emergency care at HonorHealth Complete Care, state law says all patients must be treated regardless of their insurance plan or ability to pay. This means your insurance company should consider you in-network. We will bill you the amount defined by your insurance plan. If you have any questions or concerns regarding your bill, please contact us:

• HonorHealthComplete Care – Surprise: 623-300-9110
• HonorHealth Complete Care – Paradise Valley: 480-534-4530

A: HonorHealth Complete Care locations are considered departments of our hospitals. Your billing statement or insurance claim will reflect the associated hospital, which may vary.

A: A: HonorHealth Complete Care services occur in outpatient departments of our hospitals. If you are seen as an urgent care patient, you will receive a clinic fee charge and a separate charge for the physician’s services. The clinic fee covers the overhead for the facility. The physician’s services cover treatments or procedures. For more information, please read our Hospital Outpatient Clinic-Based Locations disclosure.

A: If you have any questions or problems with your invoice, we are happy to help. Sometimes this requires us to file appeals, or have you call your insurance company, however, we will walk you through this while assisting you every step of the way. If you have any questions about your bill, your EOB or health coverage, please contact us:

• HonorHealthComplete Care – Surprise: 623-300-9110
• HonorHealth Complete Care – Paradise Valley: 480-534-4530