Patient Policies
Important to all Patients

It may take up to 48 hours for us to respond to your question. If you have any of the following:

  • acute like symptoms
  • chest pain
  • shortness of breath
  • acute/severe headache
  • bleeding of any kind
  • fever
  • medication reaction
  • abdominal pain
  • bone injury
  • stroke like symptoms

With any of these you need to call the office at 910-323-0334 or call 911.

Prescription Refills

You can request refills via telephone during normal business hours at your convenience. If your refill requires a follow-up appointment, please request a follow-up appointment at time of refill request. Allow 72 hours for all refills to be processed. Prescription refills for lost prescription or changing pharmacies will incur a charge of $10.00 up to 3 refills and $20.00 for any additional refills. You must make sure you have enough refills on your medication between follow up office visits. Bring all your medications with yo to each office visit so you can get all medication prescriptions at that time. Medication refills will not replace regular- follow-up appointments. If you miss you schedule appointment then you must call and schedule another visit immediately so you will not be out of medication. Highland Family Practice's policy is to not refill medications at night or on the week-end unless it is an urgent situation. Please plan ahead so you will not run out of medication.

Please fill out the HFP Medication Chart prior to every office visit to ensure you get all your medication refills.


Late Appointment Arrival

If you are late for an appointment by 15 minutes or more, we may ask you to reschedule. We will make every effort to schedule you for the next available appointment. It may not be with your requested provider. If you are running late, plase call the office at 910-323-0334. If you are late for your scheduled appointment time, you may be asked to pay a $50.00 cancellation fee.


Same Day Appointment

We reserve same day appointments for established patients. We only accept same day appointments via telephone during normal business hours and or the day of the appointment. If you schedule a same day appointment and late cancel or fail to keep your appointment you will be charge $50.00 cancellation fee. We welcome new patients for same day acute care if appointment is available and with provider approval.


Cancellation/Missed Appointment Policy

Please provide 24 hours prior notice for all cancelled appointments. This allows us to see patients that otherwise would not have been able to schedule an appointment. You will be charged a cancellation fee of $50.00 if you do not provider 24 hours prior notice. The charge is increased to $100.00 if appointment was for a Ultra sound appointment because we have to pay the outside technician to travel to our office whether you keep your appointment or not. We hold that time for your appointment and if you do not give 24 hours prior notice or no show then we would no have ample time to bring in another patient. Patients who miss three appointments may be dismissed from the practice.

24 hours notification equates to 24 business hours, For example; notifying this office of a Monday cancellation on Friday noon through the weekend does not qualify as 24 hours notification.

Our answering service starts taking our calls at noon on Friday through Monday at 10am. The 24 hour answering service is for emergency only and can not be used to cancel appointments, prescription refills or any other business related issues. All such requests must be made during regular business hours.

Our staff will attempt to call the contact numbers we have on file for you the day before your schedule appointment. Please note that this is a courtesy call only. You are responsible to know when your appointment is and keep such whether you receive a call or not from our office. If we do not have a valid number for you on file, then you may not get a reminder. Again, it is the patient's responsible to communicate to our office any changes in your address, telephone contact numbers, e-mail address, insurance or any other information we need to have in your file.


Patient Forms

Because of the time and effort required to complete forms, there will be a charge applied for completed forms. The charge for completion of the form is based upon the amount of time and detail the form requires. Payment of completion of forms must be made before form is released to patient and or company requesting information.

We have numerous forms at all times for provider completion so please allow at least 14 days for your form to be completed. Remember the providers are seeing patients at hospital and in the office all day and they have to get to the forms when time allows.

Any information required by the patient on the form must be completed by the patient before leaving the form and signed by the patient. We cannot complete the form and forward to requested company if patient fails to complete his/her portion.


Insurance

Highland Family Practice will file your primary and secondary claims. You are responsible for co-pays and deductibles along with non-covered services on your carrier plan. We do not carry charge accounts and all balances and co-pays are due at time of service. We may reschedule your appointment if you do not have your patient responsibility to another time.

If we are not contracted with your insurance you will be expected to pay for your visit same as self pay. Your insurance carrier will reimburse you any monies paid on your claim. We will as a courtesy to you file all clams for you.

Should a credit accumulate on your account as a result of secondary payers we will use that credit toward future office visits unless you request a refund. Request for refunds have to be more than $20.00 in amount. Refunds checks are written at the end of each month.

We file all claims permitted electronically daily. Payers that do not allow electric filing are mailed daily using regular mail service.


Online Communication

Highland Family Practice is well aware of the busy schedules we keep today. This is why we offer additional services and means of communication with us through our new Concierge Care, Highland Medicine Direct and Highland Medicine Direct Plus. Through these Concierge Care additions (at an additional annual cost )you will be able to have direct access at all times to the provider and access to your medical information via internet.

If you are interested in either of these Concierge Care services, please call 910-323-0334 and ask to speak to a staff member regarding these services or you can e-mail becky.c@hfppa.us and someone will return your call and explain the services to you and answer any questions you may have.