Office Policy

1. Access to Care: Your health is our top priority. We are dedicated to providing you with timely appointments whenever you need care. Our providers work collaboratively with Mid-Level Practitioners and physician partners to achieve this goal. At Visalia Family Practice, we employ Nurse Practitioners and Physician Assistants who closely collaborate with our providers. Our Nurse Practitioners and Physician Assistants regularly communicate with our Primary Care Physicians and consult with them as needed. Our Physicians are confident in delivering the medical care you require.

2. Share of Cost: All copayments, deductibles, and past-due balances must be paid at check-in time. We accept cash, checks, debit cards, and most major credit cards. Please note that we cannot waive copayments or any amounts you owe; your insurance company determines these amounts based on the services provided during your visit. An appointment cannot be scheduled if your account has an outstanding balance. If you need to make a payment, please contact our billing department. We may be able to arrange a feasible payment plan at the discretion of our practice leadership. Unpaid balances will be sent to collections if an agreement is not reached.

3. Insurance: Insurance is a contract between you and your insurance company. We will submit medical claims on your behalf, but you must promptly provide current insurance information and your latest insurance card. The claim may become your responsibility if you do not provide complete and accurate information. Any coverage issues or questions about your insurance are also your responsibility.

4. Form Fees: All forms completed by the provider are subject to a minimum fee of $25.00. Excluding School Physical forms. Some of the forms requiring processing fees are forms related to EDD, FMLA, IHSS and the DMV. If a form requires extensive clinical research and considerable time from the provider, an additional fee may be added at the provider's discretion. Payment must be received before the form is considered complete.

5. Missed appointments: Please note the following policy regarding missed appointments: 

- There is a $50.00 fee for each missed appointment. 

- If you miss an annual Wellness visit on a Saturday, the charge will be $100.00. 

If you encounter an unexpected situation, please call at least 24 hours in advance to reschedule. You can call up to 2 hours before for same-day appointments without a fee.

6. Late appointments: At the provider's discretion, you may need to reschedule your appointment if you arrive late. Additionally, there may be a fee for missed appointments. Please remember that not attending your appointment could mean another patient misses out on the opportunity to be seen.

7. Schedule Delays: We are dedicated to providing quality patient care. Sometimes, patients may need immediate attention for complex medical issues during their visits, which can lead to schedule delays. We kindly ask that you allow extra time to accommodate these potential delays. If there are complex issues that do not require immediate attention, you may be asked to schedule a separate visit to address them. Thank you for your understanding.

8. Prescription refills: Please contact your pharmacy directly to expedite your refills. You may also message our medical staff; however, please allow us 24 to 48 business hours to process these requests. We recommend calling them again if you do not hear back from your pharmacy within that time. Regular follow-ups are essential for us to continue prescribing safely. If you have not attended your follow-up appointment, you may need to visit us before we process your refill request.

9. Controlled Substances: Controlled medications must follow strict guidelines. Please adhere to our policies regarding controlled substances and ensure regular follow-ups to avoid delays in your refills.

10. Test Results: Please do not call for your test results unless instructed. Test results and any questions about them require an appointment. You may also request a copy of your results at the front desk

11. Telemedicine: Requests for Results, Patient Portal Questions, and Email requests for provider communication resulting in provider analysis and advice longer than 5 minutes are billable visits. We reserve the right to bill telemedicine visits when appropriate. Please note: We will not substitute telehealth for office visits if the provider has directed a follow-up visit is required. 

10. Referrals: Most referrals are typically authorized and processed within one week from our office. However, processing times may vary by specialty office. To check the status of your referral, please contact the office to which you were referred. We recommend waiting 7 to 10 business days before calling for an update on your referral status.

11. Courtesy: We have a strict no-tolerance policy regarding rudeness, profanity, and harassment. This includes arguing with our front office staff and refusing to comply with our standard policies. We ask that you treat all staff members and patients respectfully and courteously. Any actions that violate this policy may result in dismissal from our practice.

12. Please be advised: If you have not visited the practice in three years or more, you are considered a new patient. You must schedule an annual wellness or physical exam to maintain patient care and active status.