Antelope Valley patient guide · Lancaster and Palmdale
Navigate High Desert Medical Group Without Calling the Wrong Office or Choosing the Wrong Level of Care
High Desert Medical Group has served the Antelope Valley since 1981. Its network connects patients with primary care, specialists, daily urgent care, a 24-hour nurse line, senior-focused services and care-coordination support.
This guide brings the useful rules into one place: how to select a doctor, schedule correctly, use the NextGen portal, verify insurance, check a referral, handle a bill, transfer records and decide between primary care, urgent care and emergency care.
FIND PCP
PORTAL
NURSE LINE
URGENT CARE
Confirm the organization: This article covers High Desert Medical Group and Heritage Health Care in California’s Antelope Valley. It does not cover Providence St. Mary High Desert Medical Group, High Desert Regional Health Center or similarly named practices.
Medical emergency: Call 911 for severe chest pain, possible stroke, major breathing difficulty, uncontrolled bleeding, loss of consciousness, a severe allergic reaction or another life-threatening or organ-threatening emergency.
Established
Serving the Antelope Valley since 1981.
Urgent care
Daily from 8 a.m. to 8 p.m.
Start with the correct care level
Which High Desert Medical Group service should you use?
PRIMARY CARE
Routine, preventive or ongoing medical care
Contact your primary care physician during regular office hours for checkups, chronic-condition care, immunizations, routine procedures, medication follow-up and referrals.
Best for: annual care, diabetes, blood pressure, stable symptoms, preventive screening and routine prescription management.
NURSE LINE OR URGENT CARE
Prompt help for a non-life-threatening concern
Call the free nurse line when you are unsure where to go. Use Lancaster urgent care for an illness or injury that needs timely evaluation but is not an emergency.
Best for: minor injuries, fever, sore throat, urinary symptoms, vomiting, diarrhea, mild-to-moderate asthma and cuts that may need stitches.
911 OR EMERGENCY DEPARTMENT
Symptoms that could threaten life or organ function
Do not wait for a portal reply, office callback or urgent-care appointment when immediate emergency treatment may be needed.
Use emergency care for: possible heart attack, stroke, severe breathing trouble, uncontrolled bleeding, serious trauma or loss of consciousness.
Practical sequence: Contact the primary care office during business hours, use the nurse advice line when you are uncertain, choose urgent care for appropriate same-day problems and call 911 for an emergency.
Antelope Valley network
What High Desert Medical Group includes
High Desert Medical Group was established in 1981 as a multispecialty medical group. Heritage Health Care was added as its Palmdale satellite in 1986.
Primary care network
Patients can search family medicine, internal medicine, pediatric and general medical providers.
Specialist network
The medical group coordinates referrals to participating specialists and medical facilities when required.
Managed-care support
Member Services helps with PCP selection, insurance eligibility, referral questions, transportation and billing concerns.
Important distinction: The medical group manages and coordinates care, but an individual physician office, specialist, laboratory, imaging center or hospital may have a different address, phone number, schedule and billing process.
Two primary service locations
High Desert Medical Group Lancaster and Palmdale locations
High Desert Medical Group — Lancaster
43839 15th Street West
Lancaster, CA 93534
Main phone: 661-945-5984
Regular clinic hours: Monday-Friday, 8 a.m.-5 p.m.
Heritage Health Care — Palmdale
38209 47th Street East, Suite C
Palmdale, CA 93552
Main phone: 661-951-3100
Regular clinic hours: Monday-Friday, 8 a.m.-5 p.m.
Do not use the main building address automatically. Confirm the provider name, department, suite and entrance shown in your appointment information. The Lancaster campus contains several services with different suite numbers.
Antelope Valley travel tip: Allow extra time for Highway 14 traffic, school-hour congestion, strong winds and large parking areas. In hot weather, do not leave insulin or other temperature-sensitive medication inside a parked vehicle.
Provider-selection workflow
How to find the right High Desert Medical Group doctor
Choose the type of primary care
Search family medicine for broad family care, internal medicine for adult care or pediatrics for children and adolescents.
Search by location
Use Lancaster, Palmdale or another nearby Antelope Valley location to reduce unnecessary travel.
Read the acceptance status
Provider profiles may show accepting new patients, accepting existing patients only or not accepting new patients.
Verify the exact insurance product
Confirm that the doctor participates in the patient’s specific commercial, senior, Medi-Cal, exchange or dual-eligible plan.
Check PCP assignment rules
HMO and managed-care patients may need to select the physician through the health plan before care is covered.
Ask about accessibility and language
Request a qualified interpreter, accessible communication or another accommodation when scheduling.
Confirm the direct office number
Save the physician office number for results, medication requests and appointment changes.
Check specialist requirements separately
A specialist may require a referral, authorization and recent medical records before scheduling.
New-doctor call script
“I need a [family medicine/internal medicine/pediatric] provider near [city or ZIP code]. My insurance is [full plan and network name]. Which providers are accepting new patients, and do I need to select the doctor through my health plan before making the first appointment?”
Scheduling without delays
How to make a High Desert Medical Group appointment
Current online-scheduling status: High Desert Medical Group links to a scheduling directory, but the current Lancaster and Palmdale location results direct patients to call because online scheduling is not presently offered at those two locations.
State whether you are new or established
New-patient appointments may require more time, health-plan assignment and records from a previous physician.
Describe the visit correctly
Specify annual examination, new symptom, chronic-condition follow-up, hospital follow-up, medication visit or another appointment type.
Give the complete insurance information
Read the insurer, product, network, member number and medical-group assignment from the card.
Ask whether records are needed first
A new PCP or specialist may need previous notes, laboratory results, imaging reports or hospital records.
Confirm the complete destination
Record the provider, building, street address, suite, arrival time, parking instructions and office number.
Appointment call script
“I am a [new/existing] patient and need a [type of appointment] with [provider or specialty]. My plan is [exact product]. Can you confirm the location, suite, provider availability, referral requirements, records needed and amount expected at check-in?”
Visit-preparation checklist
What to bring to a High Desert Medical Group appointment
Government-issued photo identification
Current primary and secondary insurance cards
Referral or authorization details
Medication list with dose and frequency
Medication and food allergies
Previous physician and specialist records
Recent laboratory and imaging reports
Hospital discharge instructions
Preferred pharmacy information
Copay or expected patient payment
Medical power-of-attorney or guardian documents
Written questions in priority order
For medication review
Rx
Bring every medicine
Include prescriptions, over-the-counter products, vitamins, supplements, inhalers, creams and injections.
P
Use current pharmacy details
Provide the correct pharmacy location and phone number, not only the pharmacy-chain name.
R
Report reactions
Explain medicines that caused rash, swelling, stomach problems, breathing difficulty or another serious reaction.
Desert-weather tip: Bring water unless the office told you to fast or restrict fluids. Protect medication from extreme heat and direct sunlight during the trip.
Secure online access
What the High Desert Medical Group NextGen portal can do
High Desert Medical Group uses the NextGen Patient Portal. The organization describes it as a secure, confidential service that provides 24-hour access to medical information.
M
Communicate with the office
Send routine, non-emergency messages through the options provided by the physician practice.
A
Request appointments
Submit an appointment request when the provider enables that function.
Rx
Request refills
Send routine prescription-refill requests before the medication runs out.
R
Access medical information
View records and information released to the patient’s portal account.
24
Use it at any time
The portal is available around the clock, although staff replies occur according to office workflows.
S
Protect privacy
Use a private device, strong password and the official portal linked from hdmg.net.
The portal is not emergency care. Do not send severe symptoms and wait for a reply. Call the office for time-sensitive routine concerns, the nurse line for care guidance or 911 for an emergency.
Portal problem solver
What to do when the HDMG patient portal does not work
Your identity is not recognized
Ask the physician office to verify the legal name, birth date, address, mobile number and email recorded in the chart.
You opened a different NextGen portal
NextGen hosts portals for many organizations. Reopen the portal from the official High Desert Medical Group website.
An appointment request is unanswered
A portal request is not automatically a confirmed appointment. Call the physician office when a response does not arrive.
A refill is time-sensitive
Submit the request early. Call the treating office when the medication may run out before routine processing.
Older information is missing
Portal content may not include every historical record. Submit a formal medical-record request for a complete copy.
You need access for another person
Ask about proxy or authorized-representative access. Do not share another patient’s password.
You received a suspicious portal message
Do not enter credentials through the message link. Open the portal from hdmg.net or call the office.
You have a medical question after hours
Call the free nurse advice line at
800-424-2273.
Free member guidance 24/7
How the High Desert Medical Group nurse advice line works
Nurse Advice Line: 800-424-2273
Available 24 hours a day, seven days a week and 365 days a year for HDMG and Heritage Health Care members.
Health questions
A licensed nurse can discuss symptoms, medications and conditions such as diabetes or asthma.
Care-level guidance
The nurse can help determine whether to contact a doctor, use HDMG Urgent Care or seek emergency treatment.
Live-person support
The official page says callers reach a live person and are not asked to leave voicemail.
Have this ready before calling
Patient’s full legal name
Health-plan identification number
Callback number in case the call disconnects
Current symptoms and when they started
Temperature or other home measurements
Medication and allergy information
Nurse-line opening script
“I am an HDMG member. The patient is [age] and has had [symptom] since [time]. The symptom is [improving/worsening/stable]. Current temperature or measurement is [number]. Medicines already tried are [list]. I need help deciding where to receive care.”
Do not delay emergency care while waiting on the phone. Call 911 immediately when symptoms appear life-threatening.
Daily non-emergency care
High Desert Medical Group Urgent Care hours, phone and services
HDMG Urgent Care
43839 15th Street West
Lancaster, CA 93534
Phone: 661-949-3512
Regular hours
8 a.m.-8 p.m. daily, 365 days a year.
Holiday hours
The official page lists 8 a.m.-5 p.m. on Thanksgiving and Christmas Day.
Visit options
Walk-ins and virtual appointments are accepted. Call to confirm the appropriate option.
Conditions the official urgent-care page lists
Accidents and falls
Sprains and possible broken bones
Back problems
Cuts that may require stitches
High fever
Vomiting, diarrhea or dehydration
Sore throat and upper-respiratory symptoms
Mild-to-moderate asthma
Bladder or urinary-tract symptoms
Other non-life-threatening illness or injury
Use caution with severe symptoms: The official urgent-care page also mentions breathing difficulty and severe abdominal pain. Those symptoms can sometimes signal an emergency. Call 911 for severe breathing trouble, collapse, chest pain, confusion, uncontrolled bleeding or rapidly worsening symptoms.
Peak-season tip: HDMG says wait times may increase during annual flu season. Call
661-949-3512 before traveling when the center may be busy.
Older-adult same-day support
Geriatric Emergent Care Center for senior patients
Published location:
43839 15th Street West, Suite 101
Lancaster, CA 93534
High Desert Medical Group’s current FAQ describes a Geriatric Emergent Care Center for senior patients, open Monday through Friday from 8:30 a.m. to 5 p.m.
Call before traveling. Senior-program eligibility, same-day capacity and hours may change. A geriatric care center is not a replacement for 911 or an emergency department during a life-threatening emergency.
Bring the health-plan card
Bring an updated medication list
Bring recent hospital-discharge papers
Report falls, dizziness and confusion
Bring mobility and caregiver information
Confirm transportation before the visit
Commercial, senior and government plans
Insurance accepted by High Desert Medical Group
The official health-plan page organizes participation into five categories: Commercial, Senior, Exchange, Medi-Cal and Medi-Medi.
A brand logo is not a coverage guarantee. Participation depends on the exact insurance product, network, medical-group assignment, physician, specialist and service.
Health-plan brands and categories displayed by HDMG
| Health-plan brand |
Categories shown on official page |
Important verification step |
| Aetna |
Commercial, Senior and Medi-Medi |
Confirm the precise product and PCP assignment. |
| Anthem |
Commercial, Senior and Medi-Medi |
Check the specific network printed on the card. |
| Alignment Health |
Senior and Medi-Medi |
Confirm that HDMG is the assigned medical group. |
| Astiva Health |
Senior |
Check physician and service participation. |
| Blue Shield of California |
The page displays commercial and senior participation, with a related listing also showing Medi-Medi |
Give Member Services the complete Blue Shield product name. |
| Cigna |
Commercial |
Confirm HMO, PPO or other product details. |
| Health Net |
Commercial, Senior, Exchange, Medi-Cal and Medi-Medi |
Check the exact network and benefit category. |
| Humana |
Senior and Medi-Medi |
Confirm PCP and medical-group assignment. |
| Molina |
Senior, Exchange, Medi-Cal and Medi-Medi |
Check county, product and provider assignment. |
| SCAN |
Senior and Medi-Medi |
Confirm the selected physician and referral rules. |
| UnitedHealthcare |
Commercial and Senior |
Check the complete UnitedHealthcare product name. |
| Wellcare |
Senior and Medi-Medi |
Confirm the current network and assigned medical group. |
Read the full insurance card
Write down the product, network, member number and medical-group name.
Confirm eligibility with HDMG
Member Services can help check insurance eligibility and physician assignment.
Call the health plan
Ask whether the exact provider and service are covered through High Desert Medical Group.
Check referral requirements
Specialist, imaging, equipment and therapy services may need approval before treatment.
Record the answer
Save the representative’s name, date and reference number.
Insurance-verification script
“My plan is [complete product and network]. Is High Desert Medical Group my assigned medical group? Is [provider or service] covered at [location]? Do I need a PCP referral or prior authorization, and what copay, deductible or coinsurance applies?”
Managed-care workflow
How High Desert Medical Group referrals and authorizations work
Start with the primary care physician
The PCP evaluates the condition and decides whether a specialist, test, therapy or other service is medically appropriate.
Confirm that the request was submitted
Ask what service was requested, when it was submitted and which specialist or facility was named.
Check insurance and clinical review
Managed-care approval depends on medical appropriateness and available coverage.
Check referral status through Member Services
Call
800-266-4364 when the expected update has not arrived.
Do not schedule the wrong location
Confirm the authorized physician, facility, date range and number of visits before receiving care.
Bring the authorization details
Save or print the approval number and take it to the specialist or service location.
Utilization-management rule: HDMG states that coverage decisions are based on appropriateness of care and the existence of coverage. It says decision-makers are not rewarded for issuing denials or encouraging underuse.
Referral-status script
“My PCP requested [specialist, test or service] on [date]. Can you confirm whether the request was received, its current status, the approved provider and location, the valid date range and whether I need to take any action?”
Statement and payment questions
What to do when a High Desert Medical Group bill looks wrong
Member Services says it can help patients with questions about bills. The toll-free number is 800-266-4364.
You do not recognize the charge
Compare the provider, service date, location and description with appointment records before paying.
The insurance did not pay
Check eligibility, medical-group assignment, referral approval and whether the correct plan was billed.
The insurer’s explanation differs from the bill
Ask for an explanation of the charge, allowed amount, insurer payment, contractual adjustment and patient responsibility.
You received a separate specialist or facility bill
Confirm whether another organization provided part of the care and whether it was authorized.
The copay appears incorrect
Compare it with the benefit information for the exact service type, not only a general office-visit benefit.
The bill followed suspicious portal activity
Call Member Services through an official number instead of replying to the message or using its payment link.
Billing-question script
“I am calling about a bill for service date [date] from [provider or facility]. My insurance explanation shows [amount or status]. Please explain the original charge, adjustment, insurance payment, denial reason and amount assigned to me.”
Ride-coordination support
How to ask High Desert Medical Group for transportation help
HDMG’s urgent-care and Member Services information says members may call 800-266-4364 for transportation coordination.
Call before the appointment day
Have the member ID ready
Provide the exact pickup address
Provide the complete medical destination
Report wheelchair or mobility needs
Ask whether a caregiver may travel
Confirm the pickup window
Ask how the return ride is activated
Local planning tip: Lancaster and Palmdale medical trips may involve long distances and limited same-day transportation availability. Schedule the ride as early as the health plan permits.
Do not request routine transportation during an emergency. Call 911 when emergency medical transportation is needed.
Transfer and copy requests
How to request High Desert Medical Group medical records
Choose portal access or a formal copy
Use the portal for information already available online. Use a formal request when you need a complete record, transfer or specific historical documents.
Obtain the release form
The official FAQ says the form may be obtained from High Desert Medical Group or the previous physician’s office.
Identify the patient completely
Provide the legal name, date of birth, address, phone number and other requested identifying information.
Use a specific date range
State the beginning and ending dates instead of requesting every record when only one period is needed.
Name the records needed
Specify office notes, laboratory results, imaging reports, medication information, referrals, hospital follow-up or the complete available record.
Identify the recipient
Provide the new physician or organization name and its mailing address, secure fax or other approved delivery method.
Sign the authorization
A guardian, parent or power-of-attorney representative may need documentation showing authority to act.
Ask about timing and cost
The current privacy notice says a copy or summary is usually provided within 30 days and a reasonable cost-based fee may apply.
Records-request wording
“I am requesting my High Desert Medical Group records for dates [start] through [end]. Please include [record types]. Send them to [patient or receiving provider] by [approved method]. Please tell me which form, identification, representative documentation and fee are required.”
Changing doctors: Submit the release before the first visit with the new physician. Records may take time to locate, review and deliver.
Rights explained from the 2025 privacy notice
Your High Desert Medical Group medical-information rights
Patient right, official timing and practical request
| Patient right |
What the privacy notice says |
Practical action |
| Electronic or paper record copy |
A copy or summary is generally provided within 30 days. A reasonable cost-based fee may apply. |
Ask for the current access form and available delivery formats. |
| Correct inaccurate information |
HDMG may deny the request but says it will explain the reason in writing within 60 days. |
Identify the exact entry, date and requested correction. |
| Confidential communication |
Patients may ask to be contacted in a specific way or have mail sent to another address. |
Submit the request and give a safe alternative method. |
| Limit certain sharing |
Patients may ask HDMG to limit certain uses or disclosures, although HDMG is not always required to agree. |
Describe the information and restriction clearly. |
| Out-of-pocket restriction |
When a service is paid fully out of pocket, a patient may ask HDMG not to share it with the health insurer for payment or operations, unless law requires sharing. |
Make the request before information is submitted to insurance. |
| Accounting of disclosures |
Patients may request certain disclosures made during the previous six years. One accounting per year is free. |
Ask the privacy office for the accounting-request process. |
| Authorized representative |
A legal guardian or person with medical power of attorney may exercise rights after authority is verified. |
Include the legal documentation with the request. |
| File a privacy complaint |
HDMG states it will not retaliate against a patient who files a complaint. |
Contact the Privacy/Compliance Officer with the dates and details. |
Privacy/Compliance Officer
High Desert Medical Group / Heritage Health Care
43839 15th Street West
Lancaster, CA 93534
Phone:
661-726-3800
Free communication support
Interpreter, language and disability assistance
High Desert Medical Group states that it provides free language services and communication aids for eligible patients.
Language assistance
Qualified interpreters and information in other languages may be requested at no cost.
Disability communication aids
Available support may include sign-language interpreters, large print, audio and accessible electronic formats.
Accommodation request
“I need a free [language interpreter/sign-language interpreter/large-print or accessible-format service] for an appointment on [date]. Please document the request and confirm how the accommodation will be provided.”
Discrimination grievance contact: The published notice lists the Compliance/Privacy Officer at the Lancaster address, phone
661-945-5984, fax 661-206-4033 and email
iamcompliant@hdmg.net.
Older-adult wellness and prevention
High Desert Medical Group senior programs
Senior Wellness Exam
The official service page describes a complimentary preventive examination for eligible Medicare Advantage and Cal MediConnect patients.
Geriatric Emergent Care
A weekday center provides senior-focused care for appropriate non-emergency concerns.
Wellness and enrichment
HDMG history describes senior wellness, enrichment and fitness programs designed to support activity and independence.
What the published Senior Wellness Exam includes
Comprehensive preventive examination
Safety assessment
Evaluation for podiatry care
Review of current senior-health needs
Incentive verification: The current service page mentions a $25 gift card. Confirm current eligibility, plan requirements and incentive availability when scheduling because offers can change.
Local patient shortcuts
Practical Antelope Valley tips that can prevent delays
01
Confirm the suite
The Lancaster campus includes several services and suite numbers.
02
Call before walking into urgent care
Peak flu season and holiday schedules can affect wait times.
03
Save the nurse-line number
Keep 800-424-2273 in the patient’s phone for after-hours guidance.
04
Keep the plan ID ready
The nurse line and Member Services may need the health-plan identification number.
05
Check provider acceptance status
A directory profile may show new patients, existing patients only or closed status.
06
Do not trust online scheduling alone
The current Lancaster and Palmdale listings tell patients to call.
07
Track referral details
Save the requested service, submission date and authorization number.
08
Protect medicine from heat
Do not leave insulin or temperature-sensitive medicine in a hot vehicle.
09
Plan transportation early
Call Member Services before the appointment day when possible.
10
Transfer records before changing PCPs
A signed release may be required before the previous office can send records.
11
Use the portal for routine needs
Do not use portal messages for urgent or emergency symptoms.
12
Request interpreters while scheduling
Advance notice helps the office prepare the correct free language service.
Verify your destination
High Desert Medical Group maps
Lancaster
43839 15th Street West
Lancaster, CA 93534
661-945-5984
Palmdale
38209 47th Street East, Suite C
Palmdale, CA 93552
661-951-3100
Check the appointment location, not only the medical-group name. A participating primary care physician or specialist may practice at another Antelope Valley office.
Patient questions answered
High Desert Medical Group frequently asked questions
What is High Desert Medical Group?
It is an Antelope Valley medical group established in 1981 and affiliated with Heritage Provider Network. Heritage Health Care is its Palmdale satellite.
Where is the main Lancaster facility?
It is at 43839 15th Street West, Lancaster, CA 93534. The main number is 661-945-5984.
Where is the Palmdale location?
Heritage Health Care is at 38209 47th Street East, Suite C, Palmdale, CA 93552. Call 661-951-3100.
What are regular clinic hours?
The published general clinic hours are Monday through Friday from 8 a.m. to 5 p.m. Individual offices and services may differ.
How do I find a primary care provider?
Use the official provider directory to search by name, location or family medicine, internal medicine and pediatrics. Review whether the provider is accepting new patients.
Can I schedule online?
The official scheduling directory is available, but its current Lancaster and Palmdale location results direct patients to call because online scheduling is not presently offered there.
What can I do in the NextGen portal?
Available functions may include secure communication, appointment requests, prescription-refill requests and access to medical information.
What is the nurse advice number?
Call 800-424-2273. It is free for HDMG and Heritage Health Care members and is available 24 hours a day, seven days a week.
What should I have ready when calling the nurse?
Have a callback number, the health-plan ID, symptoms, timing, medications and allergies ready.
Where is HDMG Urgent Care?
Urgent care is at 43839 15th Street West in Lancaster. Call 661-949-3512.
What are urgent-care hours?
Published hours are 8 a.m.-8 p.m. daily. Thanksgiving and Christmas Day are listed as 8 a.m.-5 p.m.
Does urgent care accept walk-ins?
Yes. HDMG says it accepts walk-ins and virtual appointments. Call before travel to confirm availability.
When should I call 911?
Call 911 for a life-threatening or organ-threatening emergency, including severe chest pain, stroke signs, major breathing difficulty, uncontrolled bleeding or loss of consciousness.
Which insurance plans are accepted?
The official table displays Aetna, Anthem, Alignment, Astiva, Blue Shield, Cigna, Health Net, Humana, Molina, SCAN, UnitedHealthcare and Wellcare across different plan categories. Verify the exact product.
Who can check a referral?
Call Member Services at 800-266-4364 with the requested service, submission date, PCP and insurance information.
Who can explain a bill?
Member Services says it can help with billing questions. Call 800-266-4364 during published weekday hours.
Does HDMG help with transportation?
Eligible members may call Member Services at 800-266-4364 for transportation coordination. Confirm eligibility and scheduling rules.
How do I transfer records from another doctor?
Complete a medical-record release form obtained from HDMG or the previous physician office, then authorize delivery to the new provider.
How long can a record-copy request take?
The February 2025 privacy notice says a copy or summary is usually provided within 30 days, and a reasonable cost-based fee may apply.
Can I correct inaccurate information?
Yes. HDMG may deny the amendment request but says it will explain the reason in writing within 60 days.
Are interpreters free?
HDMG publishes free language assistance and communication support. Call 800-266-4364. TTY users may call 800-735-2922.
What senior services are available?
Published services include a Senior Wellness Exam, Geriatric Emergent Care Center and wellness, enrichment and fitness programs. Confirm eligibility and schedules.
Final official actions
Complete your High Desert Medical Group patient task
The major patient rules are explained above. Use these official systems when you are ready to complete a live provider search, portal login, plan check or appointment call.
