Frequently Asked Questions

Note - Some services, including visiting hours and facility tours have been modified due to COVID-19. Please visit for the latest information.

General FAQ

Here are questions that patients and families commonly ask. If you cannot find the answer to your question, please call us at (808) 531-3511 for more information.

Q: What are the visiting hours? 

A: Visiting hours and other information can be found at

Q: I'd like to see what your facility has to offer me/my family member as a patient. Could I take a tour?

A: Yes, we conduct tours of the facilities weekly on Thursdays from 10:00 am - 12:00 pm. To schedule a tour, please contact the Community Relations Department by calling (808) 566-3741 or emailing

Q: What will I need for my stay?

A: In addition to toiletries, we encourage our patients to bring at least two weeks worth of home medications and clothing. It is an important part of therapy to get you into your own clothes and function as you would at home or in your community. 

Q: What happens in my therapy sessions?

A: You will take an active part in therapy in 30-to-45-minute sessions throughout the day at least five days a week. Daily progress needs to be demonstrated, and participation in therapy is a requirement. 

Q: How often will I see my REHAB Doctor?

A: The difference between REHAB and other facilities is the close relationship and the level of interaction with your physician. Our doctors see patients at least 3-5 times a week.

Q: What is a community pass? How do I get one? 

A: Community passes give you the permission to leave the hospital campus for a designated time frame. You must speak with your doctor. Not all doctors will allow patients community passes. 

Q: How do I participate in the Art Program? 

A: Speak to your recreational therapist for more information. Priority is given to individuals with newly acquired, long term neurological conditions as a result of spinal cord, traumatic brain injury and stroke. 

Q: How will my regular doctors know what happens at REHAB? 

A: Your REHAB Physician will dictate a discharge summary that will be sent to your primary doctors. 

Q: What is the discharge process? 

A: Normally, the day before you leave arrangements will be finalized for; medication for one month, follow-ups with Primary Care Physicians (PCP), Medical Specialists and Outpatient Therapies. Please ask your clinical care coordinator for additional questions you have about the discharge procedures and care after REHAB. 

Q: How do I get my medicine after I leave REHAB? 

A: Prescriptions will be written by your attending physician. You will take that prescription to your local pharmacy.

Q: How do I request a copy of my health information? 

A: REHAB is pleased to offer secure online access to your health information via our new HealtheLife patient portal for patient visits on and/or after October 16, 2023. If you require assistance, please call (808)-566-3888 or email Please use the instructions below if you require health information from prior to October 16, 2023. 

Health information requests may be made in writing to the Health Information Management (HIM) Department by completing the Authorization to Disclose Protected Health Information form.

The authorization form must be signed by the patient, legal representative or legal guardian. If a legal representative or guardian are requesting information, they should attach a copy of the court appointment documents.

MAIL Request to:
HIM Department - ROI
REHAB Hospital of the Pacific
226 N. Kuakini Street
Honolulu, HI 96817


FAX Request to: 808-535-2007


EMAIL Request to:

Duplication costs may apply. Fees, including postage, must be paid in advance. We will produce records by mail or email with proper authorization.

If you have any questions please email

Q: What do I do if I have a concern or complaint? 

A: Find out more about Resolving Concerns about Patient Safety and Quality of Care.  

Physicians Clinic FAQ

REHAB's Physicians Clinic: A Hospital-Based Outpatient Clinic

Rehabilitation Hospital of the Pacific's (REHAB) Physicians Clinic is a hospital-based outpatient clinic.  The Physicians Clinic is clinically integrated into the hospital, which allows REHAB to provide the highest quality of seamlessly coordinated care to its patients upon discharge and for life. Please note that if you are covered by Medicare or a Medicare Advantage plan, or if you do not have insurance, your out-of-pocket costs for seeing a physician and receiving services in a hospital-based outpatient clinic may be slightly higher, compared to the out-of-pocket cost for the same services in a private physician office. However, you eliminate the need to travel to multiple locations for your appointments and different treatment services. 

Programs Available in the REHAB Physicians Clinic

Download Referral Form

Why Choose REHAB's Physicians Clinic?

In our Hospital-based Outpatient Clinic setting, we better serve our patients by:

  • Reducing your travel and appointment times. We are centrally located in a comprehensive care facility where patients can see their physician, therapists, and do their wellness activities all on the same campus!
  • Providing care in an integrated, collaborative environment
  • Giving patients greater access to their physicians 
  • Facilitating improved communication between our REHAB physician and a patient's Primary Care Physicians and Specialists
  • Meeting the specialized needs of our patient population

Physicians Clinic Q&A

Below are frequently asked questions (FAQs) related to hospital-based outpatient clinics:

Q: What does “Hospital-based Outpatient” mean?

A: Hospital-based outpatient clinics are considered part of the hospital; “private” physician offices are not (generally, these are smaller physician offices out in the community). Clinics located miles away from the main hospital campus may still be considered part of the hospital. Hospital-based outpatient clinics are subject to stricter government rules, making them more complex and more costly to operate. When you see a physician or receive services in a hospital-based outpatient clinic, you are being treated within the hospital rather than the physician’s office.

Q: What is different about a hospital-based outpatient clinic?

A: According to Medicare billing rules, when you see a physician in a private office setting, all services and expenses are bundled in a single charge. When you see a physician in a hospital-based outpatient clinic, physician and hospital charges are billed separately. For patients with insurance, physician services are processed under physician benefits which are generally subject to patient liabilities in the form of copayments while hospital services are processed under hospital benefits subject to deductibles and coinsurance amounts. Providing services in a hospital-based outpatient clinic costs more and depending on your insurance plan, may result in greater out-of-pocket expenses for you; particularly if you are covered by Medicare or a Medicare Advantage Plan, have insurance with companies with which REHAB does not have a contract (non-contracted private payers), or if you don’t have insurance.

Q: What should I ask my insurance carrier?

A: Making informed healthcare purchasing decisions is important. Ask your insurance company if your benefit plan covers facility charges in a hospital-based outpatient clinic and how much of the charge is covered or will be applied to your deductible or subject to coinsurance.

Q: Does this apply to patients with private insurance like HMSA, United Healthcare, UHA, or Aetna?

A: Many private insurance companies do not require that we follow the same billing rules required by Medicare and Medicaid. For patients with private insurance, the facility component of the physician office visit will be billed as part of the physician bill and will be processed by the insurance company under the patient’s physician benefits. Insurance benefits vary significantly by insurance company, but in general, physician services are processed under the benefit plan’s physician benefits and are subject to co-payment amounts from the patient. Laboratory and radiology services are provided by the hospital and are billed by the hospital regardless of the type of insurance. Hospital services are generally processed under the benefit plan’s hospital benefits and are subject to deductibles and coinsurance amounts.

Q: How does this affect a patient who has Medicare, Medicare Advantage or Medicaid?

A: In a hospital-based outpatient clinic, Medicare and Medicaid patients will receive two (2) separate bills for services provided in the clinic – one from the doctor and one from the hospital. Adult Medicaid patients will be required to pay two copayments for the clinic visit – one copayment for the physician visit and one copayment for the hospital visit. For patients covered by Medicare or Medicare Advantage plans, non-physician charges billed by the hospital will be subject to coinsurance.

Q: What if a Medicare patient has secondary insurance coverage?

A: Coinsurance and deductibles may be covered by a secondary insurance. Check your benefits or with your insurance company for details.

Q: Where can a patient call with financial questions or concerns?

A: REHAB has staff available through Patient Financial Services to assist with questions. If you have an upcoming appointment, please contact (808) 544-3340.

Q: Why does the Medicare Secondary Payer (MSP) questionnaire need to be completed?

A: As a participating Medicare provider, we are required to screen Medicare patients according to the MSP rules. At each visit, you will be asked the MSP questions. These questions help us confirm if Medicare or another payer should process your insurance claim as primary.

Q: What can patients do if they are having difficulty paying for healthcare services?

A: They can contact a Patient Financial Services representative at (808) 566-3878 to discuss available options.


For more information contact:
Physicians Clinic
Rehabilitation Hospital of the Pacific
226 North Kuakini Street
Honolulu, HI 96817
Tel: (808) 544-3325
Fax: (808) 535-2001