Office Policies

Office Policies
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APPOINTMENTS: Services are by appointment only. This time slot has been reserved just for you. In an emergency, every effort will be made to work you into the schedule. It is recommended you arrive early and anticipate possible delays such as traffic. If you run late, you will not be given additional time as this may interfere with another patient’s reserved time. If an appointment is missed, you will be automatically charged the full fee of $175 for follow ups or $350 for new patient evaluations.CANCELLATIONS/LATE ARRIVALS: Cancellations must be made 24 hours in advance. Cancellations made less than 24 hours in advance or appointment arrival past 10-minute window will be charged a $100 fee. If you have incurred this fee, it will be taken automatically from a credit card on file and all patients are expected to keep a zero balance. Refills on medication will also not be given if you miss an appointment or if there is a balance on your account. If you need to cancel an appointment on Monday, cancellation must be done on Friday to avoid being charged.MINORS: If an appointment is for a person under the age of 18, a parent or legal guardian must accompany the patient to every appointment. If a minor patient arrives without a parent, the appointment will be charged at the full rate and will need to be rescheduled as we are unable to see minors without parent/legal guardian present. A phone call is not a substitution for the adult being present in the office.REQUESTS FOR RECORDS: If you have an appointment with another provider or request medical information for any reason, you must notify Carolina Complete Psychiatry, PLLC in writing at least five days before the record is needed. This will allow your provider sufficient time to prepare documentation for you. In the event that you need records sooner, a fee may be charged.BILLING: Carolina Complete Psychiatry, PLLC is not contracted with any insurance companies and we do not file claims for the services you receive; this makes us an out-of-network provider. You will be provided with a receipt/superbill containing a diagnosis code that you may submit to your insurance carrier to potentially receive reimbursement. It is your responsibility to know what your insurance carrier will or will not reimburse. Any reimbursement must be sent directly to you. In the event that any insurance reimbursement is sent to the office, it will be returned to sender as we will not be responsible for handling any insurance reimbursements.PAYMENT POLICY: Carolina Complete Psychiatry, PLLC requires payment in full at the time of service. If you are unable to pay for your appointment, please cancel more than 24 hours in advance or you will incur a $100 fee for late cancellation to reschedule. Payment may be made in the form of cash, check (to Carolina Complete Psychiatry), or credit card. If you have any questions regarding payment and services, please voice them to our administrator. All patients should maintain a zero balance, and your card on file may be charged at any time to collect one. You must keep a credit card on file with this office in case of a no-show appointment/late cancellation. Your initials provide consent for this payment. This is not optional.CONFIDENTIALITY: What is shared between you and your provider will be held in strict confidence. Please see the Patient Privacy Notice for more specific details about your Private Health Information. Information will only be shared with others outside of our office if the patient has signed a release of information. This release of information is also required for parents of patients over the age of 18. Please be aware that the following circumstances are exceptions to confidentiality: a) Patient is a physical danger to self. b) Patient is a physical danger to others. c) Child or elder abuse/neglect is suspected.MESSAGES: All messages will be returned as promptly as possible. No messages (voice or email) will be checked on weekends or standard holidays. If you need urgent assistance, you may call the provider on-call at 704-750-8083. You may incur a cost for phone conversations over 10 minutes in length. In an emergency, call 911 or go to the nearest emergency department for treatment. Please be aware that providers of Carolina Complete Psychiatry do not provide inpatient treatment for patients.REFILLS: Refills will typically be handled during your office visit. No routine prescriptions will be refilled after 5PM during the week, on weekends, or holidays. Check your medications regularly to be sure that you have enough. We are closed on Fridays. Please allow 72 hours (about 3 business days) for prescription refill requests to be processed. If you have any medication questions, please contact the office. If you miss an appointment and need a refill, you will need to be seen prior to a refill being sent to your pharmacy. You are strongly encouraged to bring your pill bottles with you to each appointment to ensure that you have enough medication.CONTROLLED SUBSTANCES: Please keep in mind that controlled substances will only be prescribed during appointment times. Patients prescribed controlled substances must sign the controlled substances agreement and are subjected to random urine drug screens in office for $30 at your provider's discretion. If you are unsure if you are taking a controlled substance, please ask your provider.COURTESY: Please put your mobile device on silent when you visit Carolina Complete Psychiatry, PLLC. If you must be on your phone, we ask that you step outside of the suite to avoid disturbing others within the area. Rude or disruptive behavior by the patient or those accompanying the patient directed towards any provider, staff or other people within the suite could result in termination of the provider-patient relationship.TERMINATION: At times, termination between a patient and provider is necessary. Termination of treatment may occur at any time and may be initiated by either the patient or the provider. Reasons for termination by the provider are generally due to non-compliance with treatment, missed appointments, or violation of office policies/agreements. If you have any questions about this, please discuss it with the provider. If your care needs to be transferred to another psychiatric provider, Carolina Complete Psychiatry, PLLC will aid as able.MEDICAID/MEDICARE: For patients who have Medicaid/Medicare, our office is not in-network. You may not submit superbills or attempt to receive any type of reimbursement for your visits. You may or may not be able to fill prescriptions written by the providers at this office. There is no way to make any type of coverage guarantees for patients that have Medicaid/Medicare.FEES: Fee structures are subject to change based on the severity of presenting concerns, appointment length, and services provided. The providers at Carolina Complete Psychiatry have your best interest in mind and alter their scheduling to accommodate meeting your needs. Fees may be added to your account for both direct and indirect patient care for the following purposes as listed below. We value you as a patient of the practice and should you have any questions or concerns, please feel free to discuss any pricing or financial issues with the practice administrator or owner. For transparency, our fees are also listed on our website.Carolina Complete Psychiatry will complete applicable forms or paperwork for any patient that has been seen within the last 12 weeks. There is a $35 fee for paperwork to be completed outside of your scheduled office visit. We will make every attempt to complete forms during your office visit if time allows for this, but may not always guarantee this can be completed. In the event these forms require more time and resources, additional fees may occur; however, you will be notified prior to being charged. In the event that you need a form completed with less than 72 hours notice, you may be charged an additional fee. No forms for medical leave or school withdrawal will be completed at a new patient appointment.We value our time with our patients and want to make sure that you are able to discuss what you need to during your appointment. Your initial evaluation is generally 60 minutes long. Your follow-ups are typically 20-30 minutes. In the event that you need additional time, there is an $85 extended service fee for each 15 minutes past your appointment end time.A provider is available to you by phone for urgent matters when the office is closed. Please note that any issues that require longer than a 10-minute phone call will be charged at a rate of $50 per ten-minute intervals.
Please feel free to request a copy of this document for your own records if needed. Thank you. The undersigned acknowledges reading and understanding the policies for Carolina Complete Psychiatry, PLLC.
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