Office Policies
This is the business aspect of medicine--without it we simply can't operate. Successful patient-doctor relationships are based on mutual respect. Please understand that we work hard to accommodate your needs, but these policies must be adhered.
Office Hours
Our practice is accepting new patients of all ages. Appointments between 8:00-4:30 are available Monday through Friday. Prior to your appointment you must to go to Registration to complete simple online forms prior to your visit. This process includes returning patients who registered with paper forms previously.
Appointments
Please anticipate that traffic is a major factor in your commute so plan to arrive at least 15 minutes early. Personal and medical information may require updating if a year has elapsed since your last visit. If you are waiting and the next patient is running late, you may be seen first. Patients arriving more than 15 minutes late will be at the discretion of the provider whether they can still see you that day if it does not affect other scheduled patients. 30 minutes or over will be asked to reschedule with few exceptions.
We make all efforts to remind you of your appointment thrice (seven days, four days and one day in advance by text message, email, or by telephone call), but should you need to cancel or reschedule, please do so with 24 hours of notice. This allows another patient on the priority list the opportunity to take your place. One day, if you are having an urgent matter, you would appreciate these last-minute openings.
Cancellations / Missed Appointments
Please cancel or reschedule appointments within one full business day prior to your appointment so that we are able to fill this appointment from our waiting list. This means 24 hours if an appointment is scheduled for a Tuesday - Friday and by 1:00 PM the preceding Friday if an appointment is scheduled for a Monday (Tuesday, if Monday happens to be a major holiday). We call and/or text (if you've provided us a mobile number) to confirm at least two business days prior to appointments to ensure that patients have adequate time to reschedule, so please make sure you have provided us accurate contact information. Appointments not cancelled with adequate notice, or failure to keep an appointment without notifying our office with adequate notice will result in an administrative fee. Repeat short-notice cancellations and no-shows will result in suspended accounts.
- Missed office visit or cancellation without adequate notice - $25
- Missed surgery appointment or cancellation without adequate notice - $50
- Missed elective or cosmetic procedure or cancellation without adequate notice - 1/2 the cost of the scheduled procedure
New Patients
New patients are likewise reminded but must respond to the appointment confirmations or will share the appointment time with another person from the wait list. We will not extend a second appointment to new patients who simply do not show.
Urgent Appointments
Our office staff is trained to meet your needs as best as possible with triaging by experienced medical personnel. We maintain a running list of patients with urgent needs which can significantly decrease the wait time, often within a few days at the most. Being flexible also helps in getting you in sooner. Your primary care physician may also expedite this process by seeing you first and consulting directly with Dr. Ha. If you are willing to see the PA sooner, Dr. Ha may also be available in the office for a consultation if necessary.
Refill requests
We write most prescriptions with additional refills. Should you need a refill of your medication, please request one from your pharmacist first. Your pharmacy will keep track of your remaining refills. Requests are usually addressed within 48 hours. If your medications require prior authorization from your insurance company, more time must be allowed. Please do not wait until the last minute to request a refill.
If you are overdue for a follow-up or a year has elapsed since your last appointment, you will need to schedule an appointment for an examination. This allows the providers to make adjustments to your medications or perhaps switch to something better. Some medications have specific safety guidelines for follow-up and will not be renewed without the patient being examined. Prescriptions over a year old will not be renewed without the patient being seen. Pain medications will not be called to the pharmacy. These are Virginia and Federal laws. Additionally, our PAs do not prescribe any Schedule I - V, controlled drugs such as opiates or benzodiazepines.
Email / Portal Messages
Our email address is only for administrative purposes and are not regularly checked. Due to HIPAA privacy laws, please do not email us with urgent problems or medical concerns as we cannot guarantee your confidentiality. The best method of communication is through messages on the patient portal or leaving a voicemail or phone message with our staff.
Minor Patients
We welcome patients of all ages, but please remember that this is a medical practice and that patients under 18 must be accompanied by a responsible adult or guardian. Returning teens may come for follow-up appointments, unaccompanied, but must have signed permissions from a parent or guardian. A reliable form of communication with an adult is still necessary during the visit in case we need to discuss medical matters that day. Payment for copays and outstanding balances are still expected at the time of the appointment. The minor can bring any form of payment that day. If we have to send the patient home for failing to meet these requirements, cancellation fees will apply.
Copay
Collecting a copay (if listed on your insurance card) is required at the time of service and is separate from any co-insurance, deductible, or prior balance that you may owe. We are contractually required by your insurance to collect this payment. The copay may be paid by cash / check / credit card and may be completed online through the secure payment link on this website. If you choose to send your child to an appointment without an adult, please send them with a credit card, cash or check or we will have to call you for payment over the phone. Any required copay not collected by the end of business day will be assessed a $5 daily surcharge. You may click here to make an online payment.
Social Media / Reviews / Civility
If you write a positive review / post / referral, "Thank you!" We won't forget it. If you write a negative review, we won't forget it. Be prepared that if your post is blatantly wrong, libelous, or malicious, we are allowed to respond either by correspondence or reply directly online, clarifying policies and procedures without disclosing protected health information. Any profanity or abusive language in person, online or over the phone results in immediate discharge. We will always treat our patients with respect and civility, and hope that in the rare instance of disagreement we can reach an amicable resolution. Remember the Golden Rule.
Cosmetic / Elective Procedures
Cosmetic / Elective procedures are performed with our best effort to attain favorable results. Ask all questions well in advance of your procedure appointment date. Because everyone does not respond in exactly the same way to the same procedure, results will vary. For this reason, there can be no guarantees regarding the outcome. However, should the treatment not meet expectations, we can evaluate it for the nominal charge of a follow up office visit. If the treatment needs a minor touch up, the treatment may be complimentary within two weeks, within reason. Beyond two weeks, additional treatments are charged at the customary, quoted rates.
Privacy
The contact information you provide us during patient registration is considered private between you and the practice. No consumer information is shared or sold to third parties for marketing purposes. We will obtain verbal consent to send you text messages for the purposes of appointment confirmation and reminders only. Should you wish to opt out of further messages, reply with "STOP." Additionally, we are a HIPAA compliant office. If you feel that your privacy may have been compromised, please do not hesitate to contact us. Download our HIPAA policy in the following PDF. A records release form is also provided should you need to request outside medical records to be transferred to us:
| hipaa_notice.pdf |
| pwd_records_release.pdf |
