Clinic Policies

1) Appointment Scheduling, Arrival Time, Cancellation, and No-Show Policy

Purpose: Protect access to care, keep the schedule fair, and reduce disruption to other patients and staff.

Scope: Applies to all appointments: chiropractic, muscle therapy, massage, functional consults, re-exams, telehealth, and add-ons.

A. Scheduling

• Appointments are reserved specifically for the patient and provider time.
• Certain visits may require a card on file or a deposit (see Financial Policy).

B. Arrival Time

• Patients are encouraged to arrive five minutes early.
• A grace period of five minutes after the scheduled start time may be accommodated.
• If a patient arrives more than five minutes late: the visit may be shortened to preserve the schedule, or the visit may need to be rescheduled.
• Late arrivals may still be charged in full if provider time cannot be reallocated.

C. Cancellation / Reschedule

• We require 48 hours notice to cancel or reschedule.
• Cancellations or reschedules within 48 hours may incur a fee equal to the appointment type that was booked.

D. No-Show

• A “no-show” includes not arriving, or arriving so late that care cannot be delivered.
• No-show fee: equal to the appointment type booked.
• Repeated late cancellations/no-shows may require a card on file and/or deposit to schedule.
• Repeated missed appointments may result in loss of care plan appointment slot access and/or discharge per clinic policy.

E. Same-Day Add-Ons / Multiple Appointments

• Same-day add-ons are not guaranteed and depend on provider availability, room availability, and visit length.
• If add-ons are requested, the patient agrees to the additional service fee(s) and any time adjustments.
• Multiple appointments in one day may be limited for clinical appropriateness and scheduling realities.

F. Exceptions

• True emergencies (ER visit, hospitalization, car accident, immediate family emergency) are reviewed case-by-case.
• Work conflicts and childcare issues are not automatic exceptions.

2) Financial Policy (Payment, Fee Changes, Insurance, Care Plans, Refunds)

Purpose: Set clear expectations so patients understand what they owe, when they owe it, and what happens if they stop care early.

A. Payment Due at Time of Service

• Payment is due at check-in or check-out on the day services are rendered (unless prohibited by payer rules).
• Accepted payments: cash, credit/debit, HSA/FSA (as applicable).
• Archetype Health reserves the right to charge a card on file for balances due for services and/or products after reasonable notice.

B. Card on File / Deposits

• A card on file may be required for longer appointments, care plan visits, re-exams, or patients with prior late cancellations/no-shows.
• Deposits may be required for new patient appointments and/or after a no-call/no-show.
• Deposits are applied to the scheduled visit.

C. Fee Changes

• Fees may change due to rising costs, expanded services, or market conditions.
• Fee changes may be communicated via in-office signage/handout, email/text (if opted in), and/or an updated fee schedule available on request.
• Patients are responsible for fees in effect on the date of service unless specifically authorized otherwise by Archetype Health.

D. Ways to Receive Care (Modes of Care)

• Single Visit using Insurance (e.g., Blue Cross Blue Shield)
• Single Visit using Cash Pay (no insurance)
• Care Plan (bundled consistent care at improved overall value)
• Insurance note: Insurance coverage is not a guarantee of payment. Patients remain responsible for deductible, copay, coinsurance, non-covered services, and any balance determined by the insurer consistent with payer rules and applicable law.

E. Care Plans

• A care plan is a non-binding professional recommendation based on examination findings, clinical judgment, and patient goals.
• Care plans may be modified at any time and do not guarantee results.
• Not all services are performed at every visit; treatment choices are based on clinical appropriateness that day.
• Extended or additional services outside a care plan’s defined scope are billed separately.
• Care plans are not paused. If a patient stops attending, it is treated as cancellation.
• Upon cancellation: the patient is responsible for all services already rendered; the account will be reconciled and any outstanding balance is due immediately.
• If needed, a payoff plan may be considered with administrative approval.

F. Refunds

• Services already rendered are non-refundable.
• Unused prepaid services (if applicable) may be refunded minus any discounts already applied and an administrative fee of 3%, or converted to clinic credit (per clinic policy).
• Supplements/products: unopened/unused items may be returned within 30 days; opened items are not returnable unless defective.
• Lab kits / lab fees: once processed, lab fees are non-refundable.

G. Returned Payments / Chargebacks

• Returned check/failed payment fee: $30.
• Chargebacks are treated as nonpayment and may result in collections and/or discharge.

3) HIPAA, Privacy, and Release of Records Policy

Purpose: Protect patient privacy, comply with HIPAA, and set clear rules for records requests.

A. Notice of Privacy Practices (NPP)

• Patients receive the NPP and acknowledge receipt.
• The clinic may use/disclose protected health information (PHI) for treatment, payment, and healthcare operations as allowed by law.

B. Communication Preferences

• Patients may opt in/out of text/email communication.
• Text/email may be used for scheduling and administrative communication.
• Sensitive clinical content is handled through secure channels when feasible.

C. Records Access / Release

• Requests for records require written authorization (when applicable), valid ID, and confirmation of where/whom records are sent to.
• Standard processing time: 5 business days when reasonably possible.
• Records are not released to third parties without patient authorization unless legally required.

D. Fees for Copies of Chiropractic Records (Alabama Rule)

• $1.00 per page for the first 25 pages
• $0.50 per page for each page after 25 pages
• Search fee of $5.00 may be charged
• If mailed, reasonable costs may include actual mailing costs
• Actual cost may be charged to reproduce X-rays and other special chiropractic records

E. Photos/Video

• Any photos/video used for clinical tracking or marketing require separate written consent.
• Marketing consent is optional and not required for care.

4) Patient Conduct, Boundaries, and Discharge Policy

Purpose: Maintain a safe, respectful environment for patients and staff.

• Patients agree to treat staff and other patients respectfully and follow clinic safety instructions.
• Patients will not attend appointments under the influence of alcohol or illicit drugs.
• Zero tolerance behavior may result in immediate discharge: threats, violence, harassment, discrimination, stalking, sexual comments/behavior, repeated abusive language, repeated boundary violations.
• The clinic may discontinue care for repeated missed appointments, repeated nonpayment, refusal to follow safety rules (including laser eyewear), or behavior that prevents safe treatment.

5) Card on File Authorization

• Patients may authorize Archetype Health to securely store a credit/debit card and charge it for balances due, including copays, deductibles, non-covered services, late cancellations, care plan reconciliation balances, same-day add-ons, and outstanding balances after reasonable notice.
• Revoking authorization may require payment at time of service and may limit scheduling privileges.