Our policies, clearly explained.

Each time a patient misses an appointment without proper notice, another patient is prevented from receiving care. We ask that you give at least 24 hours' notice if you need to cancel or reschedule.

• Appointments not cancelled at least 24 hours in advance are considered a "no-show."
• A $25.00 fee is charged for each missed appointment.
• No-show fees are billed to the patient, are not covered by insurance, and must be paid before your next appointment.
• Multiple no-shows within a 12-month period may result in dismissal from the practice.

Please arrive 15 minutes before your scheduled time (30 minutes for new patients) to complete check-in. If you arrive more than 15 minutes late, we may need to reschedule your visit so that other patients are seen on time. Late arrivals that require rescheduling may be treated as a missed appointment.

Please plan ahead. Request refills during your visit or through your pharmacy, allowing 3–5 business days for processing.

• Refills are processed during regular business hours only, not on evenings, weekends or holidays.
• Patients must be seen at regular intervals (usually every 3–6 months) to continue receiving refills.
• Prescriptions are sent electronically to your preferred pharmacy (e-prescribing).

Patients prescribed controlled medications must sign our Controlled Substance Agreement (included in the patient packet).

• Controlled medications are prescribed by one provider and filled at one pharmacy.
• Lost, stolen or destroyed prescriptions will not be replaced.
• Early refills are not given. Refill requests require 3–5 business days and are not handled after hours.
• Random urine drug screens and pill counts may be required.
• The Texas Prescription Monitoring Program is reviewed routinely.
• This practice does not provide long-term pain management. Referral to a pain specialist may be made when appropriate.
• Violation of the agreement may result in discontinuation of the medication or dismissal from the practice.

You have the right to obtain copies of your medical records. Complete the Authorization for Release of Health Information form included in our packet and return it to the front desk.

• Records may be released on paper, USB/CD, or electronically.
• Please allow up to 15 business days for processing.
• Reasonable copying fees may apply as allowed under Texas law and HIPAA.
• Records will only be released to you or your authorized representative with signed consent.

Our secure patient portal lets you view parts of your health record, lab results and messages. An e-mail address is required to create an account.

• The portal is for non-emergency communication only. Never use it for urgent symptoms.
• Messages are answered within 2 business days.
• You are responsible for keeping your login information private.
• With your permission, we may leave appointment reminders and general messages by phone, mail or e-mail.

Please bring your current insurance card and photo ID to every visit. You are responsible for knowing your insurance benefits.

• Copays, deductibles and co-insurance are due at the time of service.
• We accept cash, checks, and major credit and debit cards.
• Charges not paid by insurance become the patient's or guarantor's responsibility.
• Accounts left unpaid may be referred to a collection agency.
• Self-pay patients are welcome. Ask our front desk about self-pay pricing.

We are happy to coordinate referrals to specialists. Some insurance plans require a referral or prior authorization before you are seen.

• Allow 5–7 business days for referrals and prior authorizations to be processed.
• Specialist offices will usually contact you directly to schedule.
• If you do not keep a referral appointment, please let us know.

Disability forms, FMLA paperwork, letters and other non-clinical documents take time to complete accurately.

• Allow 7–10 business days for completion.
• Some forms may require an office visit.
• A modest administrative fee may apply. Ask our staff for current pricing.

Epic Internal Medicine provides care only for adults ages 18 and older. We do not see patients under 18.

We are committed to a safe, respectful environment for patients and staff. The practice may discharge a patient for:

• Abusive, threatening or disruptive behavior toward staff or other patients
• Repeated missed appointments
• Violation of the Controlled Substance Agreement
• Persistent non-payment of balances
• Ongoing failure to follow the agreed treatment plan

Discharged patients will receive written notice and emergency care for 30 days while they establish care elsewhere.

If you are experiencing a medical emergency, call 911 or go to the nearest emergency room. For non-urgent after-hours concerns, please call our main number and follow the instructions, or contact the office on the next business day.

Your health information is private and protected. We use and disclose it only for treatment, payment and healthcare operations, or as permitted or required by law.

• You may request a copy of our full Notice of Privacy Practices at any time.
• You may ask us to restrict certain disclosures or to contact you in a specific way.
• You may request amendments to your record and an accounting of disclosures.
• With your consent, photographs may be taken for identification and kept in your medical record.

As our patient, you have the right to:

• Be treated with dignity, respect and without discrimination
• Receive clear information about your diagnosis and treatment options
• Participate in decisions about your care and refuse treatment
• Privacy and confidentiality of your health information

You are responsible for:

• Providing accurate and complete health information
• Following the treatment plan you and your doctor agree on
• Keeping appointments or cancelling at least 24 hours in advance
• Meeting your financial obligations