New Office Policies
Effective January 1, 2020

Annual Administrative Fee (AAF)

At FHP we strive to provide the best health care to your children and meet your needs as their parents.  We are all aware of the many changes that have occurred in the healthcare industry in recent years.  Unfortunately, it has tended to mean that your coverage is not as extensive and yet more expensive.  It also means that our reimbursement for routine and sick care has decreased.  Services once covered in full are now partially covered with lower payment, or not covered at all.  Our practice has been hit harder than most because of the way we practice medicine.  When practices don’t follow all of the insurance companies’ “rules”, the insurance company typically responds by cutting reimbursement on all services.  We think the decisions about health care should be between the patient (and their parents) and the health care provider… not the insurer.  We are not willing to compromise great health care in order to meet their requirements.  
Many practices have compensated by adding fees for services that were once offered for free— physical forms, medical leave forms, school forms, referrals, after-hours calls, etc.  Instead of that, we are instituting a yearly administrative fee (or AFF) to help offset the costs associated with those services and continue to offer your family excellent care and benefits.   The AAF will be due by the first of every year, beginning in January 2020.  The fee is $25 per child annually.
Payments will be collected through a HIPPA Compliant and secure third party called Hint Health.
You will signed up before your appointment, and your card will be charged at that time if you have not signed up and paid until that point.

Well Check Policy:

The best health care is prevention and education.  We believe that well-child check-ups give us an opportunity to both know your child and his/her particular needs and help them thrive.  Well baby checks are about way more than “shots”.  We want to be sure your child is growing and developing optimally.  And, if there are challenges we want to address them before they become more difficult.  We will never try to coerce you into treatments with which you are not comfortable.  But in order to care for your child, we need to know them.  And the best way to do that is through regular well-check visits.  (Our patients are the healthiest we have ever seen, if we wait until your child is sick… you may go years without being seen.)  

Therefore, as of January 1st, 2020 well-child checkups will be required. 

The usual schedule is 1, 2, 4, 6, 9, 12, 15, 18, 24, and 30 months.  From 3 years forward well checks are due at each birthday.  You will be asked to schedule your next check-up before leaving the office.  If you do not make an appointment we will make one for you and notify you via text/email of the date and time.  It is your responsibility to update contact information as needed.
If you miss a well-check, you will be offered a follow-up appointment.  If you choose not to do well checks, we will be happy to provide you with your records so that you can seek care elsewhere.  
Most insurers cover preventive (well care) visits themselves without cost to you.  Other costs may arise that are not covered by your insurance.  That is dependent upon your plan.  We do not have access to those particular details.  
Well-checks will focus on growth, development, anticipatory guidance, basic screenings (such as hemoglobin, lead, urine, hearing & vision screens), and vaccinations (as desired by the parent after full informed consent).  But preventive care visits do not by definition include EVERYTHING you might want to discuss.  If concerns arise that go beyond those covered, you may be asked to schedule an additional visit or you may be billed for a “sick” visit in addition to the well check.  

Phone Calls:

We want to provide you with the best care possible.  Our staff is well-trained to answer basic care questions and to advise you on whether or not your child needs to be seen for a sick visit.  However, if you require prolonged or repeated conversations, you will need to make an appointment to be seen.  Similarly, our providers can briefly answer questions over the phone during office hours.  But again, if it is going to be a lengthy conversation, you will need to be seen for a visit in order to accommodate your needs. 

After hours our providers are available for emergency calls or questions that CANNOT wait until normal business hours.  Routine questions are best answered during office hours or by scheduling an appointment.  We will not call out prescriptions or refills after hours because that is detrimental to consistent care.  If we feel you need to be seen before our office opens, we will advise you to go to a children’s emergency facility. 

We understand that being a parent can be… terrifying.  And, we know questions can arise at inconvenient times.  But, please keep in mind that after hours we answer calls from home, while we are caring for our own families.  This relationship will work best for all of us with mutual respect and thoughtfulness.

If you have questions about appointments, billing, or to cancel appointments, please call back during office hours.  Messages left on the answering machine will not be reviewed.    

Cancellation and No-Show Policy:

In order to meet the needs of our patients for timely well-child appointments and sick visits, our office requires a minimum of 24 hours to cancel/change an appointment.  If you cancel/reschedule without 24 hours’ notice, or do not keep an appointment, a $25 fee will be charged to your account.  We reserve time for your child with each appointment.  If you don’t keep that slot, we can’t meet your needs or those of the other children in our practice.  If you fail to keep multiple appointments you will be asked to find another provider for your child.  

Late Arrivals:

If you arrive for your appointment late, we may need to reschedule for another day.  We set aside time for each appointment.  When a patient arrives late, it can affect the rest of the patients on the schedule.  If you are delayed, please let us know.  We understand that emergencies and unavoidable traffic delays can occur.
If you are 10-15 minutes late, you will likely be asked to reschedule.
If you are 20+ minutes late, you will be charged a no-show fee and rescheduled.  

Payment due at time of service:

As deductibles have continued to increase, patient responsibility for services has also increased.  We reserve the right to charge patient balances to a credit card on file after 3 billing cycles.  If unable to do so, your account will be turned over to collections for resolution.  As always, co-pays are required at time of service.