Late/Missed Appointments and Rescheduling/Payment Policy
In order to provide the highest level of care, we do not double book appointments. This allows you to enjoy more one-on-one time with your provider and requires us to follow the appointment policies below.
If you have not filled out your appointment paperwork in advance, please arrive 20 minutes early for a new patient establish care visit or 10 minutes early for established care continuity/urgent visits. If your paperwork is complete ahead of time, we ask that you still arrive 5-10 minutes in advance. You can download the paperwork here or pick it up from our office during normal business hours.
Appointments for which the patient is running 10/+ minutes late will need to be rescheduled. These will be considered missed appointments.
We require a 24 hour notification for cancellations. Otherwise the missed appointment will be billed at $20 for urgent/continuity visits, $275 for annual visits, and $270 for establish care visits (with the $80 enrollment fee retained).
You will receive email and text appointment reminders sent to your email/cell phone number on file.
We will not be able to schedule another appointment until any balance from a missed appointment has been paid.
Controlled Substance Policy
At Integrative Family Medicine of Asheville our goal is to explore natural and holistic methods for treating medical problems prior to prescribing controlled substances. We will not prescribe controlled substances for patients on their first visit, and we will only prescribe them for established patients after the third visit. If necessary, we will prescribe controlled substances only as part of a holistic treatment plan.
We require a controlled substance agreement that outlines how we prescribe these medications and establishes an understanding that you may only receive controlled substances from one provider or clinic. If a patient is found to be non-compliant with this agreement, we hold the right to refuse any future care at Integrative Family Medicine.
- We will not refill controlled substances from other physicians under any circumstances.
- We will not refill medications that have been lost or stolen until you are due for your next refill.
- We require that you use one pharmacy to obtain all of your controlled substances.
- We reserve the right to require random drug tests if we have concerns about controlled substance use.
- We may discontinue treatment if you are found to use illegal drugs such as heroin, cocaine, or amphetamines.
If you have a condition that will require chronic narcotic prescriptions we recommend that you establish care with a pain management center; we would be happy to coordinate our services with such a center. We also recommend a variety of therapies such as counseling, acupuncture, yoga, qigong, meditation, nutrition, and massage that work well for chronic conditions. We may be able to help you decrease or eliminate your need for pain medications.
We do not have any narcotic medication on the premises of Integrative Family Medicine.
Phone Calls and Secure Emails
We call or email with lab results as part of our routine service for Integrative Life and Employee Health Plan Members. In these communications, we will discuss the laboratory findings in relation to your previous visit. If you have questions beyond that visit or in relation to other topics, we ask that you schedule an appointment to discuss them in person. If you have a brief question for one of our providers, we encourage members to use our secure Passport patient portal messaging system.
Emergency/After Hours Calls
For after hours questions or concerns, we provide 24-hour phone support through our nurse triage service. The service does not have access to your medical records and cannot prescribe; however, they can advise you whether your concern can wait until the next business day or warrants more immediate care. Please call 911 for any emergencies after hours.
Clinical Forms and Paperwork from Other Offices
If you have forms outside of routine care during your visit or require us to complete in-depth paperwork from other offices, we will charge based on the time required for completion at a rate of $45 per ten minute increment.
Pap Smear and Biopsy Policy
Pap smear and biopsy prices include two charges, one from Integrative Family Medicine and one from a pathologist who works for our third party laboratory, Labcorp. Our members typically pay just $25 for a Pap exam—this is the charge passed on to us by Labcorp—though it may occasionally be more. Additional details are found below.
We have negotiated prices for pap exams and biopsies with Labcorp to give our members the best chance at getting the lowest possible price. Sometimes when the specimen has abnormalities the pathologist has to perform extra tests, based on what she is seeing with the specimen before her.
In this scenario, Labcorp bills our clinic for the additional testing at our wholesale rates. We will then bill the patient for any additional charges at the rate Labcorp bills our office, with no surcharges. By undergoing the procedure, you agree to pay any additional fees incurred by the required supplemental testing.
If you prefer, we can have Labcorp bill you directly for their charges, but this usually results in higher overall costs since they will give you their standard retail pricing. If you have any questions regarding this policy, please inquire with our staff prior to the procedure.
Collaborating Provider Policy
We understand that many of our patients see a variety of providers. We support our patients in being proactive in their well-being and are happy to collaborate with other providers to achieve this goal.
If you have lab work from another provider that you would like for us to review, please schedule an appointment to address this in person. If needed, we can provide this service over the phone for $20, given that we have a legible copy of the lab reports.
At times, collaborating providers have requested that their patients obtain lab work through us to support their work up. We will perform such lab work if it is part of our routine panel of labs and deemed reasonable in terms of interval and necessity. Please understand that we are liable to follow through for any abnormal lab results processed through our clinic and cannot have work ups processed without knowing the context.
We will not process labs for other providers that are not part of our routine work up. We have negotiated pricing with Labcorp for a select number of labs, and we offer these labs to our members, either for free or at our cost. Labs outside of our negotiated panel will not be any less expensive when ordered through our clinic, and it will better for your outside provider to order directly through Labcorp themselves. Such results would be sent directly to you or the provider and reduce the opportunity for error.
Insurance Reimbursement Submissions: Member Responsibility
As a Direct Primary Care (DPC) practice, Integrative Family Medicine of Asheville consciously does not bill insurance for lab work or office visits. If you would like to file any lab work costs with insurance, you may request a copy of your paperwork to submit to your insurance provider for reimbursement. We can make no guarantees concerning rates of reimbursement as they are dependent upon each patient’s insurance provider and plan.
We will only bill Medicare for lab work that is $60 and up per test (panels excluded). Panels are comprised of individual tests and therefore not included as billable; only the cost of a qualifying individual test may be submitted. *Excludes specialty and hormone testing; we do not bill Medicare for these labs.
*Studies done outside our clinic such as X-rays, MRIs, and CT scans can be billed directly to insurance through the organization performing the study. You may have copays or deductibles depending on your plan.
Patient Conduct Policy
Integrative Family Medicine of Asheville, in order to provide a safe and supportive workplace, has a zero tolerance policy toward verbal/physical abuse toward staff/providers. Such behavior, including but not limited to the following, is prohibited and considered grounds for patient dismissal:
- Using vulgar, profane, or threatening language
- Screaming and/or making demands
- Physically assaulting someone at the practice
Notice of Privacy Policies
Integrative Family Medicine of Asheville’s Notice of Privacy Practices (version effective September 2019) may be viewed at this link. Patients may request a printed copy of this policy at any time by requesting one from our front desk staff.