AFM Healthcare Clinical Protocols and Office Policies

1. Patient Rights and Responsibilities

A copy of the Patient Rights and Responsibilities is included with this packet and is also accessible via our website at www.afmhealthcare.com. We strongly encourage you to review this document, as it outlines both your entitlement as a patient and your obligations when receiving services at AFM Healthcare.

2. Communication

2.1 Telephone Communication

AFM Healthcare is committed to ensuring prompt and effective communication. To facilitate timely responses, we request that all telephone messages include the following:

  • Full name
  • A current telephone number where you can be reached
  • A concise reason for your call
  • Your preferred time for a callback

Please note: Our team aims to return all phone calls the same day or within 24 business hours.

2.2 Patient Portal – Healow

For secure and expedited communication, we utilize the Healow Patient Portal. Through this platform, patients may:

  • Send secure messages to clinical and administrative staff
  • Request prescription refills
  • Confirm or view upcoming appointments
  • Access visit summaries and progress notes

We encourage all patients to enroll in this service. Please speak with a member of our front office team for assistance with registration.

3. Emergency Situations

During Office Hours

If a medical emergency arises during normal business hours, please contact our office immediately. Our staff will coordinate the appropriate medical response.

Office Hours:
Monday, Wednesday, Friday: 8:45 AM – 5:00 PM
Tuesday & Thursday: 8:45 AM – 7:00 PM

After Hours

For urgent concerns outside of office hours, please call our main number and follow the prompts. Calls will be forwarded to our after-hours answering service. For matters requiring immediate attention, the on-call provider will be contacted. All other inquiries will be addressed on the next business day.

Life-Threatening Emergencies

If you are experiencing a life-threatening condition, call 911 or proceed to the nearest emergency department.

4. Appointment Scheduling and Cancellations

We contact patients five (5) days prior to scheduled appointments and send automated reminders three (3) days prior via text, call, or the Healow portal.

If you need to cancel or reschedule, we require at least 48 hours’ notice.

  • Late cancellation fee: $50.00
  • No-show fee: $50.00

Repeated no-shows or cancellations without proper notice may result in dismissal from the practice.

5. Prescription Refill Policy

For routine medication refills, please contact the office at least one week before running out. Allow 24–48 business hours for processing.

  • Do not visit the pharmacy until your refill is confirmed.
  • Antibiotics and controlled substances will not be refilled via phone without evaluation.
  • All opioid medication refills require an in-office visit. No exceptions will be made.

AFM Healthcare does not manage chronic pain with narcotics or opioids. Patients requiring long-term use of controlled substances will be referred to a pain management specialist, in accordance with best practices from the Federation of State Medical Boards.

6. Insurance, Copayments, and Financial Responsibility

Patients must provide updated insurance information on every visit. Failure to do so may result in claims denial, for which the patient will be financially responsible.

  • Copayments, coinsurance, and outstanding balances are due prior to your scheduled appointment.
  • Accepted forms of payment include cash, credit/debit cards, and checks. A $35.00 service charge will apply to returned checks.
  • If AFM Healthcare is not contracted with your insurance provider, you may proceed as a self-pay patient.

Annual Wellness Visits:

Annual wellness and preventive visits are generally covered by insurance at no cost to the patient. However, any follow-up appointment scheduled to review lab results, address health concerns or make changes to your care plan is considered a separate medical visit and may be subject to copayments, coinsurance, or deductible obligations.

Non-Covered Services:

Some services or tests may be considered non-covered or not medically necessary by your insurance provider. In such cases, you are responsible for the full cost of these services. You may request a cost estimate before receiving such services.

7. Annual Administrative Fee (Non-Medicare Patients Only)

An annual administrative fee of $100 will be applied to all non-Medicare patients. This fee supports administrative functions essential to maintaining quality patient care and office operations. The fee is not billable to insurance and is collected once per calendar year or upon establishing care for new patients.

8. Confidentiality

AFM Healthcare complies with all applicable privacy laws and regulations. Your health records will not be released without your written authorization, except under specific legal and safety-related circumstances (e.g., court order, threat of harm, or abuse reporting). For questions, please contact our Patient Care Coordinator.

9. Referrals

Should you require care from a medical specialist, your primary care provider will determine if a referral is clinically appropriate.

  • Patients enrolled in managed care plans or HMOs must adhere to their plan’s referral requirements.
  • Please allow a minimum of five (5) business days for processing.
  • Referrals are coordinated through our Referral Department.

10. Forms and Medical Record Requests

Fees for administrative requests are as follows:

  • FMLA, Short-Term Disability, Employment Accommodation, Emotional Support Animal Letters: $35.00 per form.
  • Medical Records: $25.00 retrieval fee, plus $1.00 per page for the first 25 pages, and $0.25 per page thereafter.

11. Laboratory Testing

Laboratory tests are ordered based on your clinical encounter and medical needs.

  • While many preventive tests are covered by insurance, you are responsible for any portion not covered.
  • We recommend contacting your insurance provider for detailed coverage information.
  • If you wish to decline any lab tests, please inform your provider or medical assistant at the time of your visit.

12. In-Office Procedures

AFM Healthcare offers various diagnostic and therapeutic procedures, including:

  • Joint Injections
  • Vision Screening
  • Ankle-Brachial Index (ABI)
  • Spirometry
  • Electrocardiograms (EKG)
  • Laboratory Draws
  • Urine and Pregnancy Testing
  • Influenza and Strep Testing
  • Skin Biopsies
  • PAP Smears
  • Vaccine Administration

These procedures are billed to your insurance plan. You are responsible for any portion not covered. If you do not wish to proceed with the procedure, please notify your provider or medical assistant.

13. Patient Code of Conduct

To maintain a respectful and safe environment for all patients and staff, AFM Healthcare always expects courteous behavior. Verbal abuse, harassment, or disruptive conduct may result in dismissal from the practice.

14. Telehealth Appointments

AFM Healthcare offers secure telehealth visits when clinically appropriate.

  • Telehealth appointments are conducted via a HIPAA-compliant platform.
  • Please ensure access to a quiet, private space and stable internet connection.
  • Telehealth visits are billed in accordance with your insurance plan and may be subject to copayments, coinsurance, or deductibles.

15. Late Arrival Policy

Patients arriving more than 15 minutes late for their appointment without notice may be asked to reschedule. Consistent tardiness may affect your ability to remain in the practice.

16. Contact Information

  • Main Office Line: (407) 657-2111
  • Office Email: Info@afmhealthcare.com
  • After Hours: Call the main number and follow prompts to be connected to the on-call provider.

17. Video and Audio Recording Policy

AFM Healthcare is committed to maintaining a safe, respectful, and confidential clinical environment for both patients and staff. Therefore, any form of video or audio recording is strictly prohibited in examination rooms, treatment areas, and during medical visits, unless explicitly authorized by AFM Healthcare in advance.

This includes, but is not limited to:

  • Mobile phone recordings
  • Smartwatch or wearable device recordings
  • Portable audio or video devices
  • Hidden or covert recording equipment

Exceptions may be granted on a case-by-case basis at the discretion of the provider and must be documented in the patient’s medical record.

Unauthorized recording of medical visits, staff, or other patients may result in:

  • Immediate termination of the appointment
  • Dismissal from the practice
  • Notification to legal authorities if a HIPAA violation or privacy breach occurs

This policy ensures compliance with federal and state privacy laws, including HIPAA, and protects the integrity of the clinical relationship.

AFM Healthcare

Phone Number: (407) 657-2111
Fax Number: (866)725-4812
Address: 7221 Aloma Ave, Suite 200., Winter Park, FL32792