☞ Appointment Reminders
☞ Cancellations and No Shows
☞ Inclement Weather
☞ Late Arrivals
☞ Walk-In Patients
☞ Financial Policy
☞ Patient’s Bill of Rights and Responsibilities
☞ APPOINTMENT REMINDERS
We utilize an automated appointment reminder system to notify patients of upcoming appointments, including all appointments with provider. These appointment reminders are generated automatically and sent from mail servers through Practice Fusion®, our electronic health record (EHR) system. These messages are sent one week and one day before the scheduled appointment. This is a HIPAA-compliant system that will only identify the patient by name and date of birth. The appointment details will only indicate the name of the practice or provider and date and time of the appointment. No information will be provided to indicate the reason for the visit to protect patient privacy.
☞ CANCELLATIONS AND NO SHOWS
Scenic City Family Practice requires a 24-hour cancellation notice for all scheduled appointments as a courtesy to our staff and other patients needing medical attention. Please make sure to contact our office promptly if you need to cancel/reschedule your appointment. If we do not receive adequate notice, there is a $75 no-show fee. We understand that emergencies can occur and we will take that into account before applying any fees to your balance.
If you need to reschedule your appointment, please call our office. It is our policy that after three (3) missed appointments we reserve the right to discharge you from our practice.
☞ INCLEMENT WEATHER
In the case of inclement weather, power outages or medical emergencies, patients with scheduled appointments will be contacted via phone by our staff at their primary listed phone number. If you have not received a practice closure message and question whether the practice is open, please call us at (423)661-3600 prior to coming to your appointment. Please make every effort to arrive on time for your appointment if the practice is open during inclement weather. However, for patient safety, late arriving patients will be accommodated as best as possible. If the practice is closed, appointments will be automatically cancelled. Patients will be contacted to reschedule their appointments as soon as the practice re-opens. If you will be unable to make an appointment due to inclement weather, please call the practice at (423)661-3600 to cancel your appointment.
☞ LATE ARRIVALS
Patients are instructed to report for their appointment 15 minutes prior to their scheduled appointment time at the time the appointment is booked and when the appointment is confirmed. The 15-minute advance arrival is required in order to complete the check-in process and any administrative requirements and to be medically screened by a clinical staff member prior to being seen by the provider. Any patient arriving later than his/her actual scheduled appointment time will be considered late. For any late arrivals, the Primary Care Provider has the sole authority to determine if he/she will see the patient. If the provider is able to see the patient, he/she will be checked-in at that time and the visit will proceed as previously scheduled. If the provider is unable to see the patient at that time, the following options will be offered to the patient to assist with his/her medical needs. Patients with a same day appointment will be offered the option to be seen as time permits in the provider’s schedule on that day. The patient will be given an approximate wait time and will be seen by the end of the business day if he/she chooses to wait. The Provider and staff will make every effort to see patients that are late for a morning appointment prior to lunch and patients that are late for an afternoon appointment prior to the end of the business day. Patients with any appointment other than a same day appointment will be offered the option to reschedule the appointment for another date out of courtesy to other patients.
☞ WALK-IN PATIENTS
Patients are seen by scheduled appointment only. If a patient comes to the practice without an appointment, he/she will be triaged by the nurse and will either be seen if there is an urgent/emergent medical problem, referred to a local Emergency Room (ER), or scheduled for an appointment if it is not an urgent/emergent medical problem. The Provider will be consulted before the patient is scheduled for a same day appointment, referred to the ER, or scheduled for an appointment in the future. Patients may have an extended wait if scheduled for a same day appointment since scheduled patients will receive priority.
☞ INSURANCE VERIFICATION
At each visit, the patient must provide an active insurance card with current, correct information. Without proof of insurance, the patient may be rescheduled. Scenic City Family Practice makes it a priority to verify proof of a patient’s insurance, however, it is the patient’s responsibility to know his/her benefits for all medical services including wellness benefits prior to time of service. Any balance left unpaid by insurance remains the patient’s responsibility.
☞ INSURANCE PROCESSING
Please understand that payment of your bill is considered part of your services/treatment. The patient and/or guarantor are responsible for charges incurred. It is a courtesy for our office to file your insurance; however, you are responsible for your co-pay or deductible which the insurance company is not liable for on the day of your visit. Insurance companies require Scenic City Family Practice to collect co-pays, deductibles or co-insurance amounts at the time of service. A deposit equal to ⅓ of costly procedures or visits is required in advance for services not covered by the patient’s insurance.
Scenic City Family Practice contracts with most insurance companies for patient services. The patient remains financially responsible for all his or her care, but the remaining balance for services rendered to the patient will not be billed to the patient until payment is received from the insurance company(s), the insurance company denies the claim, or the insurance company unreasonably fails to pay in a timely manner. A statement will be sent to the patient or responsible party. The billed amount on the statement is due when the first statement is received.
☞ OUTSTANDING BALANCES
Patients will be asked to settle any outstanding balances with Scenic City Family Practice before their appointment. As a patient, you may pay any outstanding balances at any time in our office or over the phone with credit card. Patients with outstanding balances may be declined treatment or triaged for non-emergency until the balance is resolved. Patient balances which are not resolved in a timely manner will be sent to an outside collection agency. If the patient’s balance is transferred to an outside agency, the patient will be responsible for paying any additional collection fees associated with the collection of the patient balance. As of January 2015, all unpaid balances 30 days after insurance processing will incur a 19% Interest Rate. Please pay balances to avoid interest being added to your account.
Patient Accounts with outstanding balances and no payment activity will be forwarded to a collection agency at the patient’s expense. In addition to any outstanding balances, the Patient or the Patient’s representative who signs the Acknowledgement of Notice of Financial Policy agrees to pay addition collection processing fees of 30% of the original balance plus all costs associated with such collection activity, including interest incurred and reasonable attorney and court fees.
☞ 24-HOURS CANCELLATION POLICY
Scenic City Family Practice requires a 24-hours cancellation notice for all appointments as a courtesy to our staff and other patients needing medical attention. Please make sure to contact our office promptly if you need to cancel/reschedule your appointment. If we do not receive adequate notice, a $75 no-show fee will applied to your balance. This fee will not be billed to your insurance. We understand that emergencies can occur and we will take that into account before applying any fees to your balance. For more information, see our Cancellation Policy.
Scenic City Family Practice accepts cash, checks, Visa, AMEX, MasterCard, and Discover. There is a $30.00 fee for all returned checks.
Payment can be paid in person or mailed to:
Scenic City Family Practice
5720 Uptain Road
Building 6100, Suite 4600
Chattanooga, TN 37411-5640
PATIENT’S BILL OF RIGHTS AND RESPONSIBILITIES
Scenic City Family Practice is committed to providing quality health care. In accordance with this commitment, we believe that a patient is entitled to the following:
☞ PRIVACY AND RESPECTFUL CARE
Patients have the right to considerate and respectful care, including privacy, security and safety including freedom from all forms of abuse and harassment. The patient has the right to every consideration of his/her privacy, concerning his/her own medical care.
Consultation, examination, discussion, and treatment are confidential and should be conducted discreetly. Each patient has the right to know the identity and professional status of all staff members and practitioners providing services.
☞ CARE DECISIONS/INFORMED CONSENT
The patient has the right to be informed about and to participate in decisions related to his/her care. The patient has the right to obtain from the practitioner complete and current information concerning his/her diagnosis, treatment and prognosis in terms the patient can be reasonable expected to understand. When it is not medically advisable to give such information to the patient, the information should be made available to an appropriate person on his/her behalf.
The patient has the right to receive from his/her practitioner information necessary to give informed consent prior to the start of any procedure and/or treatment. Where medically significant alternatives for care or treatment exist, or when the patient request information concerning medical alternatives, the patient has the right to such information. The patient also has the right to know the name of the person responsible for the procedures and/or treatment.
☞ ADVANCE DIRECTIVES/ETHICAL LAWS
Advance directives for medical care such as Living Wills or the designation of a surrogate decision maker are respected to the extent provided by the law. Each patient can expect to be asked about his/her advance directives and/or given Information upon admission or request. Patient or their designated representatives have the right to participate In the consideration of ethical issues that arise in the care of patients.
☞ REFUSAL OF TREATMENT
The patient has the right to refuse treatment to the extent permitted by law, and to be informed of the medical consequences of this action.
☞ CONFIDENTIAL RECORDS AND INFORMATION
The patient has the right to expect that all communication and records pertaining to his/her can be treated confidentially, and that access to one’s records will be met within a reasonable period of time.
☞ FINANCIAL INFORMATION
The patient has the right to examine and receive an explanation of his/her bill regardless of source of payment. For more details, see our Financial Policy.
☞ REQUEST FOR SERVICES
The patient has the right to expect that within its capacity. Scenic City Family Practice, must make reasonable response to the request of a patient for service. Scenic City Family Practice must provide evaluation, service and referral as indicated by the urgency of the patient’s condition. When medically permissible a patient may be transferred to another facility only after he/she has received complete information and explanation concerning the needs for and alternatives for such a transfer. The institution to which the patient will be transferred must first have accepted the patient for transfer.
☞ PATIENT RESPONSIBILITY
Patient must observe the rules of Scenic City Family Practice and give accurate and complete information in order to assist In their diagnosis and treatment. They should report any changes in their condition which may affect their treatment or care. Patients are responsible for the payment to Scenic City Family Practice for incurred charges for medical care. Any balance left unpaid by such plans remains the patient’s responsibility. Each patient must consider the rights of other patients and of Scenic City Family Practice personnel. All share the responsibility for the use of Scenic City Family Practice Property.
☞ RESOLVING PATIENT CARE COMPLAINTS/CONFLICT
Scenic City Family Practice believes patients have the right to voice complaints regarding the care they receive and to have those complains reviewed and, when possible, resolved. Patient complaints should initially be heard and reviewed by the department providing the patient care. If the problem cannot be resolved at that level, the complaint should be referred to an appropriated manager or director for review.