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Office Policies

Susquehanna Wellness Clinic – Plan Participation:

Susquehanna Wellness Clinic participates with most major insurance providers. See the full list of plans we accept here. Not all providers may be enrolled in all insurances. Patients should be aware of their insurance coverage, policy provisions, authorizations requirements and network providers. It is our patients’ responsibility to inform us of any changes in their insurance coverage. This includes identification number, insurance company or group number changes. 


Susquehanna Wellness Clinic – Appointment Policy:

Please Give 24 hours Notice if you need to cancel your appointment:

Susquehanna Wellness Clinic is committed to high quality patient-centered care and providing availability to appointments to all of our patients and their healthcare needs. In order to help maintain this access and availability, our clinic strives to remind patients of their appointment 24 hours prior to their appointment.

We understand situations arise in which you may need to reschedule your appointment. It is requested that if you must cancel and reschedule your appointment you provide more than 24 hours’ notice to the clinic.  This allows the clinic to be able to assist another patient with their health care needs and allows us to schedule a patient who may be waiting for an appointment. If it is less than 24 hours before your scheduled appointment and you are unable to keep your appointment, please give our office a courtesy call.  Cancelling/Rescheduling an appointment with less than 24 hours noticed is still considered a “No-show” appointment, but we appreciate the opportunity to reschedule your appointment to help meet your health care needs.

Definition of a No Show appointment:

o Is any scheduled appointment in which the patient either:

o Does not arrive to the appointment without a 24 hours prior notice.

o Cancels with less than a 24 hours’ notice to the office.

o Arrives more than 15 minutes late for their scheduled appointment


How to avoid becoming a No Show appointment:

o Confirm your appointment

o Arrive 15 minutes early to your scheduled appointment.

o Give more than 24 hours’ notice to cancel your scheduled appointment.


Consequences of an established patient No Show appointment:

o If you cancel with less than 24 hours notice three times or have 3 “no show” appointments in a 12 months period, you may be dismissed from the practice.

o Patient dismissal is at the discretion of your medical provider and/or clinic supervisor.

o If you are dismissed from the clinic, the remainder of your scheduled appointments will be cancelled.

o Any established patient who fails to show or cancel/reschedule an appointment and has not contacted the office with more than 24 hours’ notice will be considered a      “No Show” and may be charged a $20.00 fee.

o This fee is charged to the patient, not the insurance company, and is due prior to rescheduling the patient.

o This fee may be waived for certain situations on a case by case basis as seen fit by the clinic office manager.


Consequences of a No Show new patient appointment:

o If you are a new patient whom misses their new patient appointment, you may be dismissed from the clinic.


Late Arrival Policy:

o Patients should arrive 15 minutes prior to their scheduled appointment time.  New patients are requested to arrive 30 minutes prior to their scheduled appointment time. This allows enough time for the registration process to be completed.

o Our Providers do their best to keep appointments on schedule.  Out of respect for other patients who have arrived on time for their appointments, you may be asked to reschedule if you do not arrive on time for your appointment.

Susquehanna Wellness Clinic provides medical services by appointment. Patients cannot walk into the office and expect to be seen by a provider. When we see patients without appointments, we create situations that are unfair to other patients. True emergency treatment needs should always go to the hospital emergency room. 

Patients in need of same day care can call our office to see if appointment blocks are available. This means if we have a timeslot unclaimed, it can be filled by patients in need of same day care.

Our phone lines are open 8:30 a.m. to 3:30 p.m. Monday through Friday. Established patients may use the online patient portal to communicate with the office for administrative (appointments, billings, non-urgent questions) matters. 


In an attempt to minimize everyone’s time in the waiting room, we must advise that if patients are more than 15 minutes late for an appointment they may need to reschedule their appointment.


As a courtesy, we remind our patients of their upcoming appointments by phone. Lack of an answering machine, busy signals, and unlisted/changed/non-working phone numbers mean that we cannot always accomplish the reminder. Please keep your appointment on your calendar.


Patients who walk in and demand to see a provider are disruptive and this jeopardizes the doctor-patient relationship. It is our policy to see patients by appointment only and we will not be able to accommodate any walk-in requests.

HIPPA and Privacy:

Please Review this Carefully:

This Notice of Privacy Practices is NOT authorization. This Notice of Privacy Practices describes how we, Susquehanna Wellness Clinic, may use and disclose your protected health information (PHI) to carry out treatment, payment or health care operations (TPO) and for other purposes permitted or required by law. It also describes your rights to access and control your protected health information. “Protected Health Information” is information about you, including demographic information that may identify you and that relates to your past, present or future physical or mental health conditions and related health care services. 


Our Legal Duty:

Susquehanna Wellness Clinic is required by applicable federal and state law to maintain the privacy of your health information. We understand your medical information is personal and we are committed to protecting it. We create a record of care and services that you receive to ensure we are providing quality care and are complying with legal requirements. This Notice applies to all your health information that we maintain, whether created by our staff or others, and tells you about the ways in which we may use or disclose your protected health information. 


We reserve the right to change our privacy practices and the terms of this Notice at any time, provided such changes are permitted by applicable law. We reserve the right to make the changes in our privacy practices and the new terms of our Notice effective for all health information we maintain, including health information we created or received before we made changes. Susquehanna Wellness Clinic Policy of Privacy Practices are available upon request and on the Susquehanna Wellness Clinic website.




How We May Use & Disclose Your Protected Health Information

Susquehanna Wellness Clinic may use and disclose your health records for treatment, payment, and health care operations, and as required by law. Other disclosures will be made only with your authorization. Below are examples of how we use or disclose your protected health information.

Treatment - means providing, coordinating of managed care and related services by one or more health care providers. To promote quality care, Susquehanna Wellness Clinic operates an electronic health record called the "OnPatient." The privacy obligations of your health information rights set forth in this Notice also apply to information stored in the EHR and on paper. We participate in one or more Health Information Exchanges. Your healthcare providers can use this electronic network to securely provide access to your health records for a better picture of your health needs. We and other healthcare providers, may allow access to your health information through the Health Information Exchange for treatment, payment or other healthcare operations. This is a voluntary agreement. You may opt-out at any time by notifying the front office staff. 

Research - We may use your PHI for research purposes or disclose your PHI to researchers when the research has been approved by an institutional review board that has reviewed the research proposal and established protocols to ensure the privacy of your health information.

Payment - means such activities as planning reimbursement for services, confirming coverage, billing or collection activities, and utilization review. An example of this would be sending a bill for your visit to your insurance company for payment.

Health Care Operations - include the business aspects of running our practice, such as conducting quality assessment and improvement activities, auditing functions, or management analysis, and customer service. An example would be internal quality assessment review.

Public Health Activities - The Privacy Rule permits Public Health Information (PHI) to be shared for specified public health purposes such as preventing or controlling disease, injury or disability and when required by law.

Government Activities - PHI may be released to government agencies for the purpose of enforcement of the Privacy Rule by the Department of Health and Human Services and the Office of Civil Rights to investigate a complaint and ensure compliance.

Law Enforcement Purposes - PHI may be released to the police or other law enforcement officials as required or permitted by law, or in compliance with a court order or subpoena.

Fundraising - We may use health information to contact you about fundraising efforts for Susquehanna Wellness Clinic; you may elect to opt out of receiving fundraising communications.

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