Clinic Policies
At Lighthouse Family Medicine & Wellness, our goal is to provide attentive, comprehensive care while maintaining an efficient, respectful, and safe clinical environment. The following policies help support timely access to care, appropriate medical judgment, and clear communication between our Physicians, Team and Patients.
CANCELLATIONS & MISSED APPOINTMENTS Efficient scheduling allows us to care for our patients in a timely manner. If you are unable to keep your appointment, please notify the office as soon as possible so that another patient may be seen. Missed or cancelled appointments less than 24hrs to the appointment; are subject to administrative no show fees. Repeated missed appointments may lead to dismissal from the practice.
LATE ARRIVALSPatients who arrive more than 10 minutes late to a 30-minute appointment, or more than 5 minutes late to a 15-minute appointment, may be asked to reschedule in order to maintain clinic flow and minimize disruption to other patients’ care.
AFTER-HOURS TRIAGE & COMMUNICATION
Our after-hours service is reserved for urgent medical concerns that cannot safely wait until the next business day. Administrative concerns—including appointment requests, medication refills, prior authorizations, paperwork, and billing questions—must be handled during business hours. Emergencies should be directed to 911 or the nearest emergency department.
TELEMEDICINE Telemedicine visits may be offered when clinically appropriate. Some diagnoses and ongoing management require in-person evaluation.
MEDICATION REFILLS
Medication safety and continuity of care are our priority. Please allow up to 5 business days for prescription refills. Pharmacies may fax refill requests; however, patients are responsible for monitoring their supply and scheduling appointments as needed. Refill requests will not be processed after hours, on weekends. Chronic medication refills generally require appointments every 6 months.
APPOINTMENTS
Appointments are required at least every 6 months for all chronic medication refills, and every 3 months for all controlled substance refills. All new medication requests, medication changes, and new orders including referrals require an appointment.
We do not perform an adult wellness exam or Medicare annual wellness exam at the first appointment.
CONTROLLED SUBSTANCES & OPIOID STEWARDSHIPControlled substances require a signed agreement, compliance with monitoring (including urine drug screening if indicated), and the use of a single pharmacy. Appointments are required every 3 months. A refill at the appointment, and a max of 2 refills in between, till the next appointment. Sharing, altering, or obtaining prescriptions from multiple physicians may lead to discontinuation and possible dismissal. Our approach follows evidence-based guidelines to protect patient safety and align with state and federal regulations.
INSURANCE & OUT-OF-NETWORK RESPONSIBILITY All individuals are required to contact the insurance directly and verify and confirm that we are in network, prior to establishing care. Patients are expected to present current insurance information at each visit. Insurance benefits vary, and Lighthouse Family Medicine & Wellness cannot guarantee coverage. Understanding your benefits helps prevent unexpected charges. Non-covered services, deductibles, co-insurance, and out-of-network costs are the responsibility of the patient and due at the time of check - in for the visit.
INSURANCE & OUT-OF-NETWORK RESPONSIBILITY GOOD FAITH ESTIMATE (NO SURPRISES ACT) Uninsured and self-pay patients have the right to receive a Good Faith Estimate of expected medical charges before receiving care. Estimates may vary depending on services provided and clinical needs. Written estimates are available upon request.
FINANCIAL POLICIES & PAYMENT
Co-pays and non-covered charges are due at the time of check in for your visit. if there is an overdue balance, this needs to be settled prior to making another appointment. Account balances that are overdue, unless payment arrangements are made in advance, will incur administrative fees. returned check fees, and finance charges may apply. Accounts sent to small claims court may incur additional fees and legal costs.
SCHOOL FORMS, DISABILITY, FMLA & SPECIAL FORMS
All Forms require a processing time of 5 business days. To maintain clinical flow, same-day form completion may not be available. Please allow adequate time for submission and completion.
MINORS & CONSENT TO TREAT
A parent or legal guardian that is not present, must provide consent for the treatment of minors and is responsible for associated medical and financial obligations.
MEDICAL RECORDS & TRANSFERS
There is a fee for transfer of medical records. However, it is free for patients to access this directly through the portal.
COMMUNICATION AND PORTAL MESSAGING
We do not communicate with patients via email. Clinical staff is not monitoring email, and it will not be responded to. All communication is via the portal or clinic phone only. The portal is intended for non-urgent communication and brief clarifications. Lab results are annotated and published to the portal. Any further clarification can be discussed thoroughly at an appointment.
WELLNESS & PHYSICAL EXAMINATIONS
Routine physicals may require deposits and may be billed separately according to insurance benefits. Patients should confirm coverage with their insurer to avoid unexpected charges. We do not perform an adult wellness exam or Medicare annual wellness exam at the first appointment.
EMERGENCY ROOM & URGENT CARE COORDINATION
To support continuity of care, patients are encouraged to notify our office following an ER or urgent care visit. Medication reconciliation and follow-up may be required. Controlled medications will not be refilled based solely on ER or urgent care encounters without proper evaluation.
CLINIC ENVIRONMENT & BEHAVIOR
We strive to maintain a respectful, supportive environment for patients and staff. We have a zero-tolerance policy for verbal or physical aggression, harassment, or disruptive behavior; and this may result in dismissal from the practice and/or notification of appropriate authorities.
NO FOOD OR DRINK
To protect patients with allergies and maintain a clean clinical environment, no food or beverages are permitted anywhere inside the clinic. This applies to all patient care areas, waiting areas, and common spaces.