Administrative FAQs

When does a patient need to arrive for an appointment?

Please arrive at the appointment location approximately 15 minutes before the scheduled time. Please bring a government-issued photo ID and insurance card(s). We recommend that patients complete their information on the patient portal prior to their visit to assist in a quicker check-in process.

What are your office location, days, and hours?
  • Ashburn: 44095 Pipeline Plaza, Suite 370 Ashburn, VA 20147
  • Centerville: 6201 Centreville Road, Suite 600 Centreville, VA 20121
  • Fairfax: 11166 Fairfax Blvd (US 50 West) Suite 400 Fairfax, VA 22030 (Physical Therapy is in Suite 105)
  • Reston: 1860 Town Center Drive, Suite 300 Reston, VA 20190

Orthopedic Clinic Hours
Monday 8 AM–5 PM
Tuesday 8 AM–5 PM
Wednesday 8 AM–5 PM
Thursday 8 AM–5 PM
Friday 8 AM–4 PM
Saturday/Sunday CLOSED

What should I bring with me to my appointment?
  1. Please complete the necessary medical information forms.
  2. A government-issued photo ID and insurance card(s).
  3. Any relevant imaging studies (MRI, CT, X-rays, etc.) and their corresponding reports.
  4. If another physician has performed surgery on the body part to be evaluated, it is helpful to bring the Operative Report(s). This can be obtained from the medical records department at the hospital where the surgery was performed or from the operative surgeon’s office.
  5. A list of patient questions wished to be answered.
  6. It is often a good idea to bring a friend or family member to help remember what was discussed.
  7. If English is not a patient’s primary language, a patient may wish to bring someone to help translate for us.
What is your cancellation policy?

To cancel or change an appointment or surgery date or time, call as soon as possible so that other patients may have an opportunity to schedule an appointment or surgery during that time.

How does a patient make an appointment?

Please click this link to request an appointment.

How can a patient schedule surgery?

All patients should request an appointment for all instances, whether you haven’t discussed surgery in detail, would like to discuss surgery further, or have previously discussed the surgery.

Can patient paperwork be filled out online before a visit?
  • It is strongly recommended that a patient fills out patient paperwork online ahead of time. Doing so will expedite the check-in process. The patient paperwork forms are to be completed on the Patient Portal. This is accessible by clicking on the link or visiting our website and clicking on the patient portal link at the top of the page. When an appointment is scheduled, an email will be sent with an access code for the portal, which a patient will use along with their birthday to enter the portal. A patient will also receive a reminder phone call, where the access code will be provided again.
  • For first-time patients, there are several documents that need to be completed: Demographics, Medical and Social History, Health Review, and a form detailing the history of the problem wished to be evaluated (Visit Reason). For the Visit Reason form, the patient will select the “Initial Visit” form.
  • Returning patients should review the information on the Demographics, Medical and Social History, and Health Review pages and make any necessary changes or updates. They should also complete the appropriate Visit Reason form: Initial Visit (for a new problem), Follow-up Visit, or Post-op Visit.
  • To view all patient forms and access the patient portal, follow this link here.
How do medicine prescriptions get refilled?
  1. Patients must ask their pharmacist to fax a refill request to our office at 703-662-4506.
  2. Prescriptions will not be filled over the weekend or after hours. Patients must ensure that their request is sent Monday through Friday during business hours.
How do patients get another appointment for additional physical therapy?

Patients should ask their therapist to fax their most recent progress report with a request for continuation of treatment to 703-483-4665.

How do patients get forms completed?

Requests for completion of forms for disability, FMLA, return to work, etc. should be faxed to 703-662-4506.

Patients must complete their portion of the forms prior to providing them to TCO. This will assist in earlier completion. Please allow 7-10 business days for form completion. Some form completions do require a $30 payment. If there are any additional paperwork questions, a patient should visit the Locations page to find the correct phone number for the office they are trying to contact.

Whom can I speak with about my bill?

A patient should visit the Locations page to find the correct phone number for the office they are trying to contact regarding billing information.

Whom can a patient speak to about insurance-related issues?

Contact the main number at (571) 307-4985 and ask to speak with the billing department.

How do patients get copies of their medical history? X-rays? Arthroscopy Pictures?

Patients must contact the main number at (571) 307-4985 and select the option for Medical Records or email Shelsey Bustillo at sbustillo@towncenterortho.com.

Can patients return “Durable Medical Equipment (DME)” (i.e., Brace, splint, etc.) obtained from the office?

Due to OSHA regulations, DME is not returnable. If a patient believes they were provided DME that was faulty or of the wrong size and are requesting a refund, a patient should visit the Locations page to find the correct number for the office they are trying to reach and ask to speak with someone in the billing department.

What hospitals are TCO affiliated with?

TCO is affiliated with:

  • Reston Hospital Center
  • Inova Fair Oaks Hospital
  • StoneSprings Hospital
What should a patient do if they need medical assistance after business hours or on weekends?
  1. If a patient believes their issue is an emergency, they should first call 911. When able, please call the office at (571) 307-4985 and inform the on-call doctor of the situation.
  2. For all other issues or questions, a patient can visit the Locations page to find the direct phone line to the office they are trying to contact.

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TCO provides patients with orthopedic problems the trusted resources and patient-centered advice they need to “Feel Better. Move Better. Be Better.”