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Policies

Evergreen Adult Medicine Policies, Procedures and Expectations

 

Patient Code of Conduct

It is our priority to provide a safe and healthy environment for our staff, providers, patients, and accompanying family members.  Evergreen Adult Medicine will not tolerate the following behavior:       

  • Inappropriate language or verbal assault, such as screaming at staff through phone call, voicemail, email or any other messaging system (including digital media).

  • Threats of violence of any type.

  • Physical assault or threat to cause bodily harm.

  • Threats to destroy or physically destroy equipment or property.

  • Menacing or derogatory gestures.

Our staff will not engage in such behaviors, and violators will be discharged from the practice immediately.  It is our goal to put a stop to such behavior and allow Evergreen Adult Medicine to provide great quality care to the community.

After Hours/On Call Services and Portal Messages

We strongly encourage after hours/on call services to be used for EMERGENT concerns that cannot wait for normal business hours. 

Medication refills and prior-authorization messages WILL NOT be handled during non-business hours and are not appropriate for after-hours/on call provider services.

Portal messages should not be used for emergent concerns, as they will not be addressed during non-business hours.

 

If you choose to reach out to your provider during non-business hours, or anytime via your patient portal, your insurance may be billed as deemed appropriate by provider for utilizing these services.  Copays, coinsurance, and deductibles may apply.  If the patient is self-pay, the patient may be billed directly. 

 

Patients should never contact our providers directly on their personal home or cell phone, email or social media platforms.

 

Medication Refills

 

We understand medication refills, medication shortages, and pharmacy communication have all been very frustrating for patients over the past several years.  This is not a simple task to maneuver.  As a result, prescription refills may take 2-3 business days to complete a request for medication refills, and 7-10 business day if prior authorization is required by your insurance.

Plan ahead!  If you need a refill, please call and leave a detailed message on our nurse line, or request the refill through your patient portal, during normal business hours.  Please be aware that refill requests can take up to three (3) business days to complete, therefore it is the patient’s responsibility to plan accordingly.  Refill requests will not be handled after hours.

Check your bottle first!  Often, patients already have refills on file with the pharmacy.  Please call the pharmacy first if refills remain on medication bottle.  If there are no refills remaining, please call and leave a detailed message on our nurse line or request a refill via your patient portal.  Again, note that refill requests can take up to three (3) business days to complete, and will not be handled after hours.

Prior Authorization

 

If your medication requires prior authorization, your pharmacist must send our office the rejection notice from your insurance company.  This will ensure we have the proper information to complete authorization.  Prior authorization can take up to 7-10 business days to complete.  We will only do one prior authorization per medication category per calendar year.  We will contact the pharmacy with approval. Patients themselves will be notified with medication denials.

Form Fees

There is a form fee for all medical forms including medical leave:  $15 for three or less pages, $25 for four pages or more.  Please allow 7-10 business days for form completion.  Most FMLA and disability paperwork requires extensive documentation, therefore an appointment will also be required.  All paperwork must be picked up at our office upon completion.  It is the patient’s responsibility to deliver the paperwork to their employer.   

 

Payments

 

Payment is expected at the time of services rendered.  We accept cash, check, Mastercard, Visa, and American Express.  Payment plan options are available for balances over $50.00

 

Referrals

 

An office visit is required for a patient to be referred to a specialist.  If insurance requires a referral for any other reason, the patient is responsible to notify Evergreen Adult Medicine regarding the appointment requiring referral.  Please allow three to five (3-5) business days for referral completion.

 

Late Arrivals

We reserve the right to reschedule appointments if a patient arrives more than ten minutes late for a scheduled office visit.  This is at the discretion of the scheduled provider.  This policy is in place so as not to disrespect the appointment times of other patients.  We will do our best to accommodate you based on the provider’s schedule that day.  To avoid rescheduling, please plan to arrive 15 minutes prior to your scheduled arrival time.

Cancellation or No Show

Evergreen Adult Medicine requires a 24-hour notice of cancellation prior to any appointment. 

Exceptions will be made only on a case-by-case basis for extenuating circumstances.

If you do not give proper notification (24 hours) prior to cancellation, this is considered as a ‘No Show’.  Patients will be given a verbal warned after the first ‘No Show’. 

A second ‘No Show’ will be accompanied by another verbal notification, in addition to a $50 charge.  A third ‘No Show’ in one consecutive year will result in a dismissal from our practice. 

 

A third ‘No Show’ is not guaranteed to be a verbal notification, but rather receipt of a letter in the mail within 3-5 business days with notification of termination.  After a third ‘No Show’, a patient will receive thirty (30) days of emergency care by the practice, during which time we advise you to search for active care from another practice. 

Frequency of Visits

 

Most patients are required to see the physician at least every six months for chronic conditions.  Frequency of visits are determined by the provider based on multiple factors.  Lab work and routine screenings are often required to monitor daily medications for patient safety.  Therefore, it is important to comply with routine visits and suggested testing as scheduled.  Failure to do so will be considered noncompliance and may result in practice discharge.  Sick visits in between chronic care visits do not count as an acceptable visit for medication refills.

Discharge

 

Evergreen Adult Medicine reserves the right to discharge a patient at any time for noncompliance or inappropriate behavior.

 

Transfer of Records

 

Evergreen Adult Medicine requires two weeks’ notice to prepare medical records for transfer.  A fee may be charged for this service.

 

We at Evergreen Adult Medicine consider your healthcare a partnership.  We are committed to guiding you to living a happy healthy lifestyle, striving to provide a pleasing personal experience in your health care journey.  Thank you for partnering with us on this journey!

Resources

Physical and mental health community resources available to you.

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