Policies

Evergreen Adult Medicine – Patient Policies, Procedures, and Expectations

At Evergreen Adult Medicine (Evergreen Medicine), we view healthcare as a partnership. Our goal is to guide you toward a healthy, fulfilling lifestyle while providing a positive patient experience. Please contact us with any questions about these policies or how we can serve you.

Patient Code of Conduct

To ensure a safe and respectful environment, the following behaviors are strictly prohibited:

• Inappropriate language or verbal assaults via phone, email, voicemail, or digital messaging
• Threats of violence or physical harm
• Physical assault or threats against staff or patients
• Threats to damage equipment or property
• Menacing or derogatory gestures

Violations may result in immediate discharge from the practice. Our staff will model professional behavior at all times.

After-Hours/On-Call Services and Portal Use

• After-hours services are for emergent concerns only. Non-emergency issues, such as medication refills or prior authorizations, will not be addressed outside normal business hours.
• Portal messages are not monitored for emergencies after hours.
• Patients should never contact providers directly via personal phones, email, or social media.
• Use of after-hours services may result in billing by your insurance or direct charges if self-pay.

Medication Refills

• Refills may take 2–3 business days, and prior authorizations may take 7–10 business days.
• Patients are responsible for planning ahead and submitting requests during regular business hours via the nurse line or portal.
• Check your pharmacy bottle first; if refills remain, contact the pharmacy directly.

Prior Authorization

• The pharmacy must provide the insurance rejection notice to initiate prior authorization.
• Only one prior authorization per medication category per calendar year will be processed.
• Patients will be notified of denials; approvals are sent to the pharmacy.

Form Fees

• Medical forms: $15 for ≤3 pages, $25 for ≥4 pages.
• Completion may require 7–10 business days.
• FMLA/disability forms may require an appointment and must be picked up by the patient for delivery to employers.

Payments

• Payment is required at the time of service.
• Accepted: cash, check, Mastercard, Visa, American Express.
• Payment plans available for balances over $50.

Referrals

• An office visit is required for specialist referrals.
• Insurance-mandated referrals must be communicated by the patient.
• Allow 3–5 business days for referral processing.

Late Arrivals

• Arriving >10 minutes late may result in rescheduling.
• Plan to arrive 15 minutes early to avoid delays.

Cancellations and No-Shows

• 24-hour notice is required for cancellations.
• First no-show: verbal warning
• Second no-show: verbal warning + $50 fee
• Third no-show within one year: dismissal from the practice (30 days of emergency care provided during transition).

Frequency of Visits

• Patients with chronic conditions are generally required to be seen at least every six months.
• Routine labs and screenings are essential for patient safety.
• Noncompliance with scheduled visits may result in discharge.
• Sick visits do not substitute for chronic care appointments for refill purposes.

Discharge

• Evergreen Medicine reserves the right to discharge patients for noncompliance or inappropriate behavior.

Transfer of Records

• Two weeks’ notice is required to prepare records for transfer.
• A fee may apply.