Healthcare for the whole family.

APPOINTMENTS

If you fail to come in for your appointment and do not cancel 24 hours in advance or fail to come in for a same day appointment, you will be charged a $25 no show/cancellation fee. Three (3) missed appointments can result in being dismissed from the practice. New patients who arrive late or fail to show for their appointment may not be allowed to reschedule/establish with our office. We will try to accommodate you on the dates and times you request. We understand your time is valuable. In order to minimize your wait-time, you must arrive on time and cancel with appropriate notice. We ask that all cell phones be turned off during your visit. You must obtain prior approval before presenting to appointments relating to auto accidents or worker’s compensation cases. All providers usually have daily work-ins or same day appointments if you call by 10am. In order to continue to be an active patient of the practice, all patients must be seen at least annually. All patients must agree to have their annual wellness visit conducted by PMA.

TELEPHONE CALLS

Phones are answered from 7am to 4:30pm Monday thru Thursday and 7am to 12:30pm on Friday. The fastest way to get a response from our office is through your patient portal, not telephones. If you have not signed up for the portal, please ask the front desk staff to sign you up. Due to the number of calls handled per day, all messages are prioritized by the designated provider’s medical staff. Some calls may have to be returned the next working day. Please allow ample time for medical staff to return your call. We ask that you do not leave multiple messages. Your questions and concerns are important to us. For EMERGENCIES after hours, call (334) 393-3686 and press 8 to be transferred to our answering service. Messages will be forwarded to the on-call provider as needed.

PRESCRIPTION REFILLS

We encourage refills to be done at the time of visit. For your safety and convenience, our office is now using an electronic prescription system. Please call your pharmacy directly to process your medication refill requests. In the event that you may need to contact us for refills during normal business hours, we have a voicemail set up for you to leave a message. Please allow 48 hours for your refill to get to your pharmacy. Please note that the on call provider will not refill any routine medications or pain medications. Those requests should be handled during normal business hours Monday thru Thursday, when possible. Our providers require regular routine visits for refills.

NURSING HOME PATIENTS

Our doctors admit to Enterprise Health and Rehab. Any problems or concerns of a nursing home patient should be directed to nursing home staff. Our physicians and/or Midlevels (Nurse Practitioner and Physician Assistant) are in constant contact with them. In the event your concerns are not taken care of by the nursing home, please let us know.

PAYMENT POLICY

All patients are responsible for payment of any monies due (copays, deductibles, and/or co-insurance) at the time services are rendered at check-in. If your insurance processes your claim and states that you owe more money than was collected at the time of service, prompt payment is expected. Accounts over 90 days old could be placed with an outside collection agency and charged 33% collection fee. If your account is placed in collections, you will be required to pay the collection amount in full prior to scheduling another appointment or being seen. If you make payment with a check and it is returned to us by the bank after their return check process, you will also incur a return check fee of $30 per check. The return check fee can be paid with cash, money order, or credit card but not with a check. Additional fees will be charged accordingly.

BEHAVIOUR

We understand that things do not always go as we would like them to and we are happy to work with you to help solve any problems that arise. However, under no circumstances will we tolerate yelling, cursing, or threatening/abusive language and/or behavior towards or providers or staff in person or over the phone. This will result in immediate dismissal from our practice.

Do you have a question about our policies? Call (334) 393-3686.