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I have a medical emergency. How can I get treated?

You can contact Dr. Arroyo directly at 5569078798.

If you are unable to reach her, please proceed to the Emergency Room at ABC Medical Center (whichever campus you prefer) and provide her name upon registration. The hospital staff will contact her or a member of her team so you can be attended to.

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How do I schedule an appointment?

To schedule an appointment, you can call our office at 5513137023.

If you prefer to book online, you can do so at www.orto-manoymicro.com/book-online. We will contact you one day prior to your consultation to confirm the appointment.

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I need to change or cancel my appointment. How do I do that?

Please contact us at +52 5513137023 at least three hours before your scheduled time.

Please note that if you do not show up and fail to notify us, the consultation fee will still be charged, and pre-payment will be required to reschedule a new appointment.

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What can I expect during my first visit to the office?

On your first visit, we will provide you with a medical questionnaire to learn about your history. We will also ask you to fill out a questionnaire to evaluate the function of your hands. We will collect your contact and billing information and provide you with our privacy notice. As this paperwork can take some time, we kindly ask that you arrive at least 15 minutes early.

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I usually have to wait a long time at doctor’s offices. Will I have to wait long here?

Your time is valuable to us. We have a strong commitment to punctuality and always strive to stick to the scheduled times. We kindly ask that you arrive at least 10 minutes before your appointment. When one person arrives late, it delays the schedule for everyone else.

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If you arrive past a certain grace period, we may ask you to reschedule to avoid making other patients wait. If you have an unforeseen issue and need to cancel or change your appointment, please let us know at least two hours in advance.

Note: Medical emergencies do happen. If Dr. Arroyo has an unforeseen event (such as a delay due to emergency surgery), we will do our best to notify you in advance so you do not have to wait in the office.

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How do I get to the office?

We are located across from the ABC Medical Center Santa Fe. The tower is called Centro Infinito—it is a circular grey building with green windows. It is located next to the Hyatt Hotel building, which connects to the hospital via a bridge. The building has its own parking.

Tip: We suggest searching for "Dra. Claudia Arroyo" on Google Maps, as Waze often directs drivers to the wrong location.

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Treatment & Medical Questions

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What can I expect during my first consultation?

During the first consultation, we will evaluate the progression of your condition and how it affects you, along with reviewing any previous studies or treatments you may have. A comprehensive physical examination will be performed to determine the diagnosis and evaluate your limitations. Based on this, we will determine if new or complementary studies are needed. You will receive a clear explanation of the findings, the possible diagnosis, and treatment options.

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Will I receive treatment during the first consultation?

After completing the interview and examination, and depending on your specific needs and expectations, we will propose treatment options that can help resolve your problem immediately or plan for future procedures.

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Can I decide on the type of treatment I receive and when I receive it?

It is very important to us that you understand your diagnosis and are involved in the treatment decisions. We will explain the available options, including the advantages and disadvantages of each, so you can make an informed decision. We will also explain the pros and cons of performing a specific treatment at a specific time. Many treatments can be planned to fit the right moment in your life.​

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I already have previous studies (X-rays, MRI, etc.). Do I need to get them done again?

This depends on how much time has passed and when the studies were taken. Imaging studies (X-rays, CT scans, ultrasounds, and MRIs) are like photographs of your body at a specific moment in time. They often help us understand what has happened, so please bring them to your consultation. However, it may be necessary to repeat them to have a current image.

Note: Sometimes, major medical insurance policies require the interpretation of a recent imaging study to approve coverage. Even if we don't need a new study for medical reasons, it might be required for administrative purposes.

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I don't want surgery. Can I solve my problem without it?

We will never perform a procedure you do not want. It is vital that you are involved in the decision-making process. In many cases, conservative (non-surgical) treatment can improve your pain and function or resolve the problem entirely. However, there are times when surgery is the most recommended option. If surgery is the best option but you prefer not to proceed, we will explain the risks and what you can expect regarding the progression of your condition.

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Will surgery solve my problem?

The type of treatment you need depends on your diagnosis, the duration of the condition, and your needs. Before any procedure, we will thoroughly explain the advantages, disadvantages, risks, and expected recovery.

Important: The result of surgery depends heavily on your adherence to post-operative instructions and physical therapy.

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I need surgery, but my insurance does not cover ABC Medical Center. Are there alternatives?

Yes, we have alternatives for you. While most of Dr. Arroyo’s practice is at ABC Medical Center, she and her team are credentialed at various other hospitals to offer you options that meet adequate quality and safety standards.

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Do you have agreements with medical insurance companies?

Currently, we do not have direct billing agreements (convenios) with major medical insurance companies. However, we will help you by filling out the necessary medical reports and providing you with invoices (facturas) so you can request reimbursement directly from your insurance provider.​

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Can I record the consultation for a family member?

For privacy and security reasons, and respect for the patient, recording audio or video of the medical consultation is not permitted.If you insist on recording, the consultation will be terminated.​ However, we may allow you to take a photo of your wound, or the application/removal of a cast if you wish. We know many people like to share important moments with loved ones—we just ask that you request permission first.

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What payment methods do you accept?

We accept cash, credit cards, debit cards, and CODI. If you wish to prepay, we accept bank transfers (please note that the final cost may vary if special materials are used for immobilization or dressing during the visit). We do not accept checks.

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How much does the consultation cost?

You can check the price of the consultation by phone when booking or confirming your appointment. It is also listed in the online booking section. Please note that the cost may vary if procedures are performed or materials are used during the visit.

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Is the consultation fee always charged?

To offer the high-quality care that characterizes us, we require specialized instruments, materials, time, and continuous high-specialty medical education.

• Surgery Follow-up: If you have had surgery, the first follow-up consultation is complimentary (costs for immobilization materials may apply).

• ER Follow-up: Follow-up consultations for emergency care are charged, including check-ups and suture removal.​

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Do you provide tax invoices (Facturas)?

Yes, we issue invoices for every service provided. On your first visit, we will ask you to fill out a form with your tax details and the "Uso de CFDI." You will receive your invoice via email 3-4 business days after the consultation. (Check your spam folder if you don't see it). For accounting reasons, please request your invoice or any modifications within the month of service.

Reminder: To issue a tax invoice, we need your full RFC including the homoclave. If you need the invoice for tax deductions, payment must be made via card or bank transfer.

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I was treated in the Emergency Room and need my invoice. How do I request it?

Please email us the following information, and we will gladly send your invoice. We use the 4.0 billing format, which requires:

1. Your tax information (Name/Company Name, RFC, Postal Code)

2. Form of payment

3. Use of CFDI

4. Fiscal Regime (Régimen fiscal)

5. Patient's full name

6. Photo of the receipt from the doctors' cashier stamped by the hospital.​

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I need my medical report to request reimbursement for emergency treatment.

Our medical team offers "out-of-network" services. This means we are not part of an insurer's network and do not adjust to their internal policies.

• Process: Email us your insurance company's Medical Report form in PDF format. We will return it filled out with an electronic signature. If you require a physical signature, you may pick it up at the office. This takes approximately 4-5 business days.

• Privacy: We send all documentation to you (the patient). We do not send information directly to insurers or agents for data privacy reasons.​

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I also need the interpretations of my imaging studies. Do you send them?

Imaging studies are interpreted by a radiologist at the facility where the study was taken. You must request the interpretation directly from the lab/hospital where you had the study done and attach it to the documents you send to your insurance. You must also send a copy of your laboratory results.

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My insurance requested a copy of the operative note or medical record. How can I get it?

Operative notes and the full medical record are safeguarded by the hospital and cannot be removed by us. Often, insurance companies can review your file while you are hospitalized. If they did not, we can provide a medical summary explaining your diagnosis and treatment (this is usually included in the Medical Report form we provide). If you require the specific hospital notes, you must go to the hospital archives to request them personally.

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 Remote and International patients
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Can I have an online consultation?

We offer online assessments only for patients who do not live in Mexico or subsequent patients who have difficulty coming to the office.

• Limitations: Since we cannot physically examine you, we will not have all the information we normally would, which can impact diagnostic accuracy. We cannot prescribe medications during an online assessment. However, we can guide you on the next steps to establish a diagnosis or continue treatment.

• Booking: Email us for instructions. These sessions must be pre-paid via PayPal or wire transfer and are non-refundable (though dates can be modified).

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I am a foreigner. Can I get an assessment?

Absolutely. If you can travel to Mexico, schedule an appointment whenever it suits you. If you prefer an online assessment, you can book it in the "Book Online" section and pre-pay via PayPal. Please do not select first time consultation for an online assessment. 

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I am a foreigner and don’t speak Spanish. Can I still get a consult? 

Sure! Dr Arroyo can conduct a consultation or remote assessment in English. If you are visiting from another country and wish to have surgery here, we can offer you various options. You can get in touch via email or through our contact form, and we’ll get back to you.​​​

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I am temporarily in Mexico, need urgent care, but I will be going back home soon. Can you assist me?

We definitely can. If you are here temporarily and need emergent hand or orthopedic assistance, we can help. We will evaluate the best treatment option for you, considering the severity of your injury, the duration of your stay in Mexico, and your travel needs. We can also coordinate with your preferred orthopedist or hand surgeon in your home country to assist with your follow-up and recovery.

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I was diagnosed in another country but wish to get a second opinion. Can you help me? 

Yes, we can. We offer online assessments to determine what else is needed or to discuss treatment options.

Note: If you need surgery, we will need to physically examine you and review your studies before scheduling any procedure. While we respect your previous physicians, we always perform our own examination before committing to a treatment plan. We may also need to repeat imaging tests.

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I will travel to Mexico for surgery. Can I fly back the day after a procedure?

Unless it is minor emergent care, we usually ask you to stay for at least 15 days so we can follow up on wounds and remove stitches.

 

There is a hotel linked to the ABC Medical Center where you can stay for the duration of your time in Mexico. It is located next to our office for easy access. If you must travel back sooner, we will require you to have a hand or orthopedic surgeon back home whom we can communicate with to oversee your recovery.

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Can my insurance pay directly? 

We do not have agreements with foreign insurance companies. You will be required to cover the payment for your treatment yourself, and then follow up with your insurance company for reimbursement. We will provide a valid invoice under Mexican legislation to assist with your claim.​

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What safety measures do you take regarding COVID-19 and respiratory illnesses?

We take your health seriously.

• Please come alone or with only one companion to avoid crowding.

• We ask for punctuality to minimize the number of people in the waiting room.

• Please wear a face mask.

• Hand sanitizer is available at reception and in the office.

• We clean furniture and instruments after every patient.

• Windows will be open for ventilation (it may be a bit cool).

• If you have symptoms (headache, fever, flu symptoms, cough, etc.), please do not come—contact us to reschedule.​​

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