Policies

Appointment Policy

All clinic visits are by appointment only.

An appointment reserves a time slot in our schedule to address the specific need(s) you stated as the reason for the visit. We ask that you respect other patients’ time by arriving 10 minutes ahead of your appointment time to ensure you are checked in and ready to begin your appointment at the reserved time. If you are late to your appointment, you forfeit the appointment time missed; if your tardiness is more than 50% of the allotted appointment time, you must reschedule the appointment, and we reserve our right to assess a “no-show” fee.

Sick or Office Visits

We will make every attempt to accommodate acute sick visit requests on the same day; non-urgent patients will be triaged by a nurse—our goal is to only bring in those patients that really need to be seen. If you are unable to keep your sick visit appointment, we ask that you call to reschedule or cancel the appointment no later than 2 hours prior to the appointment time, otherwise we reserve our right to assess a “no-show” fee.

Preventive or Well Visits

Our preventive visit schedule for newborns is 2–3 days after hospital discharge, at 2 weeks, 1 month, 2 months, 4 months, 6 months, 9 months, 12 months, 15 months and 18 months; patients 24 months and older should be seen annually. Please keep in mind when scheduling a preventive visit that all third-party payers have very strict rules governing the frequency of preventive visits and what services are covered as “preventive.” If you are unable to keep your preventive visit appointment, we ask that you call to reschedule or cancel the appointment no later than 48 hours prior to the appointment time, otherwise we reserve our right to assess a “no-show” fee. Due to the non-urgent nature of preventive visits, we cannot accommodate same day appointment requests.

No Shows Without Notification

We reserve the right to charge a “no show” fee for any missed appointment that is not canceled or rescheduled 72 hours prior for an office consult, 48 hours prior for a preventive visit or 2 hours prior for an acute sick visit.

Call Return Policy

Every effort will be made to return calls within an hour. Priority will be given to urgent calls for sick patients; less urgent calls will be answered by the end of the day. After hours, you may leave a non-urgent message that will be addressed the following business day, or—for an urgent need—you may page the on-call provider. After hour pages will be returned within an hour.

Discharge Policy

We strive everyday to make our clinic a warm and welcoming place for all of our patients and their families. A sick child stresses not only himself, but the entire family—so we understand that people are not always at their best when they visit. However, grace and patience do have their limits. And, we acknowledge that we cannot be all things to all patients, thus there will always be that family we can never make happy—regardless of how hard we try. Therefore, we reserve our right to discharge a patient from our clinic for any of the following:

  • Irreconcilable personality conflicts,
  • Habitual verbalization of dissatisfaction with our polices or conduct,
  • Abusive language or behavior directed toward staff,
  • Disruptive behavior that upsets or terrorizes other patients in the clinic,
  • Destructive behavior that damages clinic property,
  • Use of profanity,
  • Habitual missing of appointments without notification,
  • Habitual “under” scheduling of needs to obtain an earlier appointment slot,
  • Blatant disregard of an advised plan of care,
  • Misuse—or the suspicion of misuse—of prescription medications,
  • Request to commit insurance fraud,
  • Forging of clinic documents, e.g. school notes, and
  • Non-payment of an account balance.

Payment Policy

Our full payment policy will be provided for your review and signature of compliance during a visit to our clinic annually or following any significant change in policy.

In general, our payment policy is not unlike that of any other business—we expect to be paid for all services rendered. As the patient or the patient’s parent or legal guardian, you will be held financially responsible for all charges incurred in our clinic. If you opt to use a third-party payer to pay your charges, you remain financially responsible for all charges not paid in full by your payer.

We accept payment in cash, check, or credit or debit card (Visa, MasterCard or Discover). We can take a credit or debit card payment over-the-phone at our “billing” extension or via a patient’s portal account (). We will access a $30 fee for any returned check; after two returned checks, all future payments must be made with either cash or a credit or debit card.

Prescription Refill Policy

The preferred method for requesting a prescription refill is through the patient’s portal account (). If you are unable to use the patient portal, a refill request message can be left on our “prescription refill” extension. Refill requests—especially those for controlled substances—require 48 hours to be processed. Please do not page the on-call provider for a prescription refill request.