AFM Healthcare OFFICE POLICY

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. 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.

8. 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.

9. 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.

10. 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.

11. 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, Covid 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.

12. Patient Code of Conduct

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

13. 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.

14. 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.

15. Contact Information

  • Main Office Line: [Insert phone number]
  • Office Email (non-urgent matters only): [Insert email]
  • After Hours: Call the main number and follow prompts to be connected to the on-call provider.

16. 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.

Website Privacy Policy 

AFM Healthcare (“we,” “our,” or “us”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, and safeguard your personal information when you visit our website located at www.afmhealthcare.com (“Website”). By accessing or using the Website, you agree to the terms outlined in this Privacy Policy.

  1. Information We Collect

We collect the following personal information when you interact with our website:

  • Personal Identifiable Information (PII):
    • Full Name
    • Email Address
    • Phone Number
  • Payment Information: Payments for services and products are processed through third-party services such as Healow (for medical services) and Fullscript (for vitamins). These third parties handle all payment transactions securely.

We do not collect any health information, financial data, or sensitive personal information directly through the Website. If you need access to health-related information, you will be redirected to Healow.com, which is responsible for managing your medical records.

  1. How We Use Your Information

We use the information we collect for the following purposes:

  • Service Delivery: To provide our medical and healthcare services.
  • Marketing Communications: To send you newsletters, promotions, offers, and information about our products and services (you can opt-out of receiving marketing communications at any time).
  • Lead Generation: To engage with potential patients or customers using third-party tools such as ManyChat and ManyChimps for lead collection and marketing purposes.
  1. Data Security

We employ a variety of technical and organizational measures to protect your personal information from unauthorized access, alteration, and disclosure. This includes using secure servers and encryption protocols to safeguard your data.

  1. Health Information and Third-Party Services
  • Health Information: We do not handle or store Protected Health Information (PHI) through our Website. If you need to access your health information, you will be directed to Healow.com, a third-party service that manages your medical records.
  • Third-Party Services: We use third-party services, including Healow and Fullscript, to process payments and manage health data. These third parties are responsible for their own privacy practices, and we encourage you to review their respective privacy policies.
  1. User Rights and Choices

You have the following rights regarding your personal information:

  • Access and Correction: You can access, correct, or update your personal information at any time by contacting us.
  • Opting Out of Marketing Communications: You can opt-out of receiving promotional emails or marketing communications at any time by following the unsubscribe instructions in those communications.

If you have any concerns or questions about your personal information, please contact us using the information provided below.

  1. Children’s Privacy

Our Website is not intended for children under the age of 13, and we do not knowingly collect personal information from children. If we become aware that we have inadvertently collected information from a child under the age of 13, we will take steps to delete such information.

  1. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When we make material changes to this Privacy Policy, we will notify you by email or through a notice on the Website. The updated Privacy Policy will include an effective date and version number.

  1. Third-Party Links

Our Website may contain links to third-party websites, including Fullscript.com and Healow.com. These websites have their own privacy policies, which we do not control. We encourage you to review their privacy policies before submitting any personal information.

  1. Contact Information

If you have any questions, concerns, or requests regarding this Privacy Policy or your personal information, please contact us at: (407) 657-2111.