Terms + Policies

REBOOT Functional Health Care

Welcome to REBOOT Functional Health Care. This document contains important information about our professional services and business policies. Please read it carefully. When you schedule + complete a visit with us, it will represent an agreement between you and your provider(s). 

Primary Care, Functional Medicine, Women’s Health, IV Nutrition Therapy, Acupuncture, Naturopathic Doctor Consults

Services vary depending on the care approach of your provider and the challenges and goals you hope to address. There are many different methods your provider may use to address challenges and goals. Our services call for a very active effort on your part. For our work together to be most successful, we recommend you follow your particular Care Plan closely and follow-up with your provider/s often. 

Office Visits

Generally, new and annual visits take place in a series of two visits. Visit 1 is an initial visit to include a comprehensive medical history, review of symptoms, goal setting, and review of lab testing available. During this visit, you and your provider will discuss lab testing to be completed; this draw will take place at an off-site draw site. Visit 2 is an in-depth lab review to explain findings and discuss your Care Plan.

We allow a 10-minute grace period for late arrivals. Following that time, you will be offered an alternate appointment time at the discretion of your provider while also being subject to our no-show policy and charge a $50 no-show fee.

Our services involve a large commitment of time, money, and energy to help you restore your health. If you have questions about our procedures, you should discuss them whenever they arise. If your doubts persist, your provider will be happy to help you set up a meeting with another provider for a second opinion. 

Check-In

For your first appointment please arrive 15 minutes prior to your scheduled appointment time to allow time to check-in with the front desk and complete any necessary paperwork. Prior to your first visit, this paperwork will have been sent to you directly through our patient portal system, Athena; this paperwork is required to be completed to be seen. Please check in at the front desk for any follow-up appointments to settle co-pay, deductibles, balances or to schedule further appointments. To ease the check-in process, you may begin self check-in directly from your Athena portal prior to your visit.

Professional Fees 

Each provider’s fees vary and are due at the time services are rendered. All payments for services rendered are final. If you meet with your provider more than the allotted time, you will be charged accordingly. In addition to office visits, your provider charges their hourly rate for other professional services you may need, though these will be prorated for periods of less than one hour. Other professional services may include report writing, telephone conversations lasting longer than 5 minutes, attendance at meetings with other professionals you have authorized, preparation of treatment summaries, and the time spent performing any other service you may request of your provider. We charge a flat rate of $35 for all forms completion, examples including FMLA, EFMP, sports physicals. If you become involved in legal proceedings that require our participation, you will be expected to pay for any professional time spent on your legal matter, even if the request comes from another party. We charge $600 per hour for professional services in relation to any legal matters.

Billing, Payments, and Cancellations 

You will be expected to pay for services at the time of your visit. All payments for services rendered are final. Prior to your first visit, a Credit Card Authorization Form must be completed and signed, allowing your provider to automatically bill for their sessions on the scheduled date. This Authorization also allows your provider to bill (up to) their hourly rate for any missed appointments or appointments that are not cancelled within 24-hours of your scheduled visit. Visits will not be honored without this signed authorization in place.

We understand that life happens and are willing to be flexible in rescheduling appointments within the same week. Please also understand that our providers earn their living only when working directly with clients. Respect each other’s time and provide advanced notice if you need to reschedule.

Discharge

We have a policy of releasing patients from our care after repeated instances of late cancellations or no shows. For patients covered by any kind of Medicaid plan, the patient may be released after 2 instances of late cancellation or no show. For all other patients, a patient may be release after 3 instances of late cancellation or no show. Additionally, in the event any patient has acted inappropriately or violated terms of service in a way that compromised the clinical relationship, they will be released from care.

Insurance Reimbursement 

If you have a health insurance policy, it will usually provide some coverage for our Primary Care treatment options. We will complete forms and provide you with whatever assistance we can in helping you receive the benefits to which you are entitled; however, YOU (not your insurance company) are responsible for full payment of our fees. It is very important that you find out exactly what services your insurance policy covers. If your Preventative Medicine Exam (Well Child, Well Women) includes investigation of acute or chronic concerns, this may result in additional fees to your health insurance, up to the allowable amount, for which you may be responsible. You are responsible for verifying your insurance coverage prior to your first visit if you plan to utilize it. 

You should also be aware that most insurance companies require a clinical diagnosis. Sometimes we have to provide additional clinical information, such as treatment plans, progress notes or summaries. You understand that, by using your insurance, you authorize us to release such information to your insurance company. 

We utilize outside laboratory partners. Any costs incurred as a result of diagnostic and laboratory testing are not the responsibility of REBOOT or your providers. Patients are encouraged to investigate their own coverage and fees prior to any testing.

If you wish to avoid any problems associated with insurance providers (some listed above), you may pay your provider directly. If you request to self-pay and not bill your insurance provider an insurance opt-out form must be signed. If your insurance coverage is through Medicaid, you may not opt-out of coverage. 

Contacting Your Provider 

We are often not immediately available by telephone, therefore all communication including medication refill requests must be submitted directly via your patient portal account in Athena. We require 72-business hours for refill requests. We typically follow-up on patient portal communication within two business days.

Medical and Safety Concerns 

If you are experiencing a medical concern or emergency, please present to the nearest emergency department for evaluation. NOTE: We do not provide after-hours care or communication.  

For any medical or safety concerns while on REBOOT grounds, our providers will contact 911 and emergency providers for guidance and referral. If any of our clients or providers feel their safety is in jeopardy while on our grounds, police will be notified.

We require our patients to treat our staff with respect at all times. If at any point your behavior escalates to the point of yelling, demanding, threatening, squatting, or belligerence on our grounds, you will be asked to leave immediately. If this behavior continues, the police will be contacted. We provide our patients with one opportunity to correct this behavior; following one warning, patients will be discharged from care.

Medication Refills

We require 72-business hours’ notice for all medication refills. If your pharmacy has changed, YOU are responsible for communicating this change to us at the time of the request. Incorrect information provided to us will result in further delay of your request.

Please be aware that some medications may not be covered by your insurance. In the event of a denial or prior authorization, we may require additional time to fulfill your refill requests.

Supplementation + Nutraceuticals

The Functional Health Care team may prescribe or recommend the use of supplements, detoxification agents, and/or nutraceuticals in lieu of and/or in addition to medications protocols to enhance your health outcomes. We recommend products from several trusted dispensary sites. These sites and products have been vetted by our team for ingredients, potency, and efficacy. Patients may choose to purchase products from these sites or secure similar products elsewhere. Please note that, if you choose to purchase products via our dispensaries, you will receive a small discount and our clinic will receive a small commission.

Confidentiality 

In general, the privacy of all communications between a patient and their provider is protected by law beginning at the age of 18, and we can only release information about your progress to others with your written permission. But there are a few exceptions. 

In most legal proceedings, you have the right to prevent us from providing any information about your treatment. In some legal proceedings, a judge may order our testimony if he/she determines that the issues demand it, and we must comply with that court order. 

There are some situations in which we are legally obligated to take action to protect others from harm, even if we have to reveal some information about a patient’s treatment. For example, if we believe that a child, elderly person, or disabled person is being abused or has been abused, we must make a report to the appropriate state agency. 

If we believe that a patient is threatening serious bodily harm to another, we are required to take protective actions. These actions may include notifying the potential victim, contacting the police, or seeking hospitalization for the patient. If the client threatens to harm himself/herself, we are obligated to seek hospitalization for him/her or to contact family members or others who can help provide protection. If a similar situation occurs in the course of work with your provider, we will attempt to fully discuss it with you before taking any action. 

Although this written summary of exceptions to confidentiality is intended to inform you about potential issues that could arise, it is important that you discuss any questions or concerns that you may have at your next visit. We will be happy to discuss these issues with you and provide clarification when possible. However, if you need specific clarification or advice, we are unable to provide, formal legal advice may be needed, as the laws governing confidentiality are quite complex and we are not attorneys. 

Benefits and Risks of Online Services 

Telehealth refers to providing treatments and support services remotely using telecommunications technologies, such as video conferencing or telephone. One of the benefits of Telehealth is that the patient and provider can engage in services without being in the same physical location. Telehealth, however, requires technical competence from both you and your provider to be helpful. Although there are benefits of Telehealth, there are some differences from services provided directly (in-person), as well as some risks. For example: 

Risks to confidentiality. Because Telehealth sessions take place outside of a private office, there is potential for other people to overhear sessions if you are not in a private place during the session.

Issues related to technology. There are many ways that technology issues might impact Telehealth. For example, technology may stop working during a session, or other people might be able to get access to your private conversation and stored data.

Crisis management and intervention. Usually, we will not engage in Telehealth with clients who are currently in a crisis situation requiring high levels of support and intervention. 

Efficacy. Most research shows that Telehealth is as effective as direct (in-person) services. However, some providers believe that something is lost by not being in the same room. For example, there is debate about a provider’s ability to fully understand non-verbal information when working remotely.