Healthcare for the whole family.
APPOINTMENTS
If you fail to come in for your appointment and do not cancel 24 hours in advance or fail to come in for a same day appointment, you will be charged a $50 no show/cancellation fee. Three (3) missed appointments can result in being dismissed from the practice. New patients who arrive late or fail to show for their appointment may not be allowed to reschedule/establish with our office. We will try to accommodate you on the dates and times you request. We understand your time is valuable. In order to minimize your wait-time, you must arrive on time and cancel with appropriate notice. We ask that all cell phones be turned off during your visit. You must obtain prior approval before presenting to appointments relating to auto accidents or worker’s compensation cases. All providers usually have daily work-ins or same day appointments if you call by 10am. In order to continue to be an active patient of the practice, all patients must be seen at least annually. All patients must agree to have their annual wellness visit conducted by PMA.
TELEPHONE CALLS
Phones are answered from 7am to 4:30pm Monday thru Thursday and 7am to 12:30pm on Friday. The fastest way to get a response from our office is through your patient portal, not telephones. If you have not signed up for the portal, please ask the front desk staff to sign you up. Due to the number of calls handled per day, all messages are prioritized by the designated provider’s medical staff. Some calls may have to be returned the next working day. Please allow ample time for medical staff to return your call. We ask that you do not leave multiple messages. Your questions and concerns are important to us. For EMERGENCIES after hours, call (334) 393-3686 to be transferred to our answering service. Messages will be forwarded to the on-call provider as needed.
PRESCRIPTION REFILLS
Please bring all medications you take in their original bottle at each appointment. We encourage refills to be done at the time of visit. In the event that you may need to contact us for refills during normal business hours, we have a voicemail set up for you to leave a message or you can send us a patient portal message. Please note some refills may require an office visit. Please allow 2 business days for your refill to get to your pharmacy. Please note that the on call physician does not routinely refill medications (routine maintenance or pain). Those requests should be handled during normal business hours. Our providers require regular routine visits for refills.
LAB & TEST RESULTS
We provide full lab, x-ray, DEXA, and ultrasound services. All test results will be discussed at a follow up appointment or may be communicated via the patient portal. It is your responsibility to follow up on all test results. You may be required to come in for a follow up to discuss the results. Outside lab services may be performed by a 3rd party laboratory company.
PAYMENT POLICY
All patients are responsible for payment of any monies due (copays, deductibles, and/or co-insurance) at the time services are rendered at check-in. If your insurance processes your claim and states that you owe more money than was collected at the time of service, prompt payment is expected. Accounts over 90 days old could be placed with an outside collection agency and charged 33% collection fee. If your account is placed in collections, you will be required to pay the collection amount in full prior to scheduling another appointment or being seen. If you make payment with a check and it is returned to us by the bank after their return check process, you will also incur a return check fee of $30 per check. The return check fee can be paid with cash, money order, or credit card but not with a check. Additional fees will be charged accordingly and legal action could be pursued thru the District Attorney’s office.
BEHAVIOUR
Patient and employee safety is a priority of PMA. Disrespectful (Including sexually inappropriate) language and/or behaviors towards staff and/or other patients (in person and/or online) will be case for immediate termination from the practice.
COMMUNICATION
PMA may contact you at any phone numbers, email addresses, or physical addresses you provide for the purpose of treatment, payment, or healthcare operations. This includes courtesy appointment reminders. PMA may utilize pre-recorded/artificial voice messages and/or use of automatic dialing devices. Any charges by your phone carrier related to text messaging, email, cellular data or minutes, etc. are your financial responsibility. All communication should happen through the office phone or patient portal system to ensure that the appropriate person is contacted in a timely manner. Please do not contact our staff or physicians on their personal phones or social media for patient related needs.
PRIMARY CARE & PREVENTATIVE SERVICES
We are a primary care office. In order to provide quality comprehensive care, we must work with any specialist involved in your care. You must notify is in a timely manner of any and all physicians you are seeing and medications that you are currently using or have. Failure to do so places you at risk and is cause for termination from the practice. Every patient will need an annual wellness visit to discus preventative and wellness measures. PMA Prioritizes the importance of preventative care and follows the preventive health guidelines as published by the US Preventive Services Task Force as well as other specialty organizations. Patients should work with the physician at PMA to complete all recommended preventative services to the best of their ability. PMA is part of an Accountable Care Organization and is monitored and graded based on patient compliance with preventative health measures and examinations which effects your preferred provider status on your insurance.
NURSING HOME PATIENTS
Our doctors admit to Valerie Sherrer, DO at Enterprise Health and Rehab. Any problems or concerns of a nursing home patient should be directed to nursing home staff. Dr. Sherrer and her team are in constant contact with them. In the event your concerns are not taken care of by the facility, please contact the Practice Manager at our office to assist.
FORMS AND NONCOVERED SERVICES
Our doctors may require an office visit and/or fee to complete forms. We request 7 business days for form completion. An expedition fee may apply if the form is required in less than 7 business days. The following services are considered non-covered outside of an office visit and must be prepaid:
(1) Forms — $15 per page
(2) Expedition fees — $50 by end of business day tomorrow, $100 by end of business today (excluding Fridays)
VIRTUAL VISITS / PATIENT PORTAL
If you are unable to come to the office for an appointment, we offer virtual visits. Some insurance carriers cover virtual visits at our office. Virtual visits can be scheduled by calling our office. If patient portal messages require complex medical decision making, your insurance company may be billed. Patients are responsible for all non-covered costs.
MEDICAL RECORDS
Copies of your medical records are provided to mutual physicians at no charge to the patient. If you request a personal copy of your medical records, there is a charge for copying records. We have 30 days to comply with your records request. You can download medical information via the patient portal. Please see our Medical Records page under Departments for more information.
SERVICE ANIMALS
In accordance with federal and state regulations, our medical clinic permits only certified service animals that are individually trained to perform tasks for individuals with disabilities. Emotional support animals, therapy animals, and pets are not permitted inside the clinic. We understand the importance of animals in the lives of many of our patients; however, for the health, safety, and comfort of all patients and staff, only service animals as defined by the Americans with Disabilities Act (ADA) will be allowed in our facilities.
Do you have a question about our policies? Call (334) 393-3686.