Office Policies

We strive to offer you the highest level of service–both medically and administratively—to achieve the best health outcome possible. Please review the policies below, and do not hesitate to contact us with any questions. Note, many of our policies are mandatory due to regulations governing medical practices or contractual obligations.

Appointments, Information and Forms Needed

APPOINTMENTS & ROUTINE MEDICAL QUESTIONS – Please call between 8am-5pm Monday – Friday. It is best to call when a problem starts rather than waiting. Some medical problems need to be dealt with in person, and we will schedule you in a timely manner. If a situation arises where you cannot make an appointment, please notify our office 24 hours prior to your appointment time or you may be charged a “no show” fee, ranging from $15-$50 depending on the length of time scheduled and/or type of appointment. If you arrive late to your appointment, you may be assessed a “cancellation” fee and asked to reschedule.

PREVENTATIVE CARE and IMMUNIZATIONS are vital to both young and old. Please provide us with a shot record and schedule appropriate exams. Healthy men, women and children should have a physical/well woman exam/well child exam annually. While most insurance policies cover annual preventative exams, it is important to confirm your benefits prior to scheduling.

MEDICATIONS – Please bring a list of all medications, vitamins and supplements that you are taking, including any herbal supplements, to all appointments. Include the name and dose for each. We are happy to assist you with this task if you prefer to bring the medication containers.

“WALK-IN” APPOINTMENTS are provided because we realize urgent problems occur unexpectedly. If you need medicine refills, physicals or follow-ups, you will need to schedule an appointment. As a courtesy to our scheduled patients, walk-in appointments will be limited to ONE acute or urgent problem. The first available MaxHealth provider will see you as soon as possible. As scheduled patients have priority, you may see other patients taken back that may have signed in after you. The receptionist may give you a time estimate, though it may not always be accurate depending on emergencies and scheduled appointments.

YOUR PRIVACY is very important to us. Please be sure your HIPAA forms on file are up-to-date and accurate. They detail to whom we can release your private health information, who can pick up things for you, and with whom we can discuss your healthcare. See a receptionist if you have not filled out these forms or if you need to make changes.

FORMS YOU NEED COMPLETED, such as FMLA or disability paperwork, need to be dropped off or faxed to 817.283.0400 at least 5 business days (Monday-Friday) in advance of the day you need them. Be sure that the patient’s name and birthdate are clearly written on the form. There is a $25 fee for this service; if required in less than five business days, a $25 expediting fee will also be charged. When the forms are completed, a staff member will notify you.

MINORS need to be accompanied by a parent or guardian so they are involved in the decision-making process. In the rare event that a parent/guardian cannot attend, signed permission is required. You can access the forms on our Patient Forms page.

WORK-RELATED INJURIES – We are not licensed to treat workers compensation injuries or process the paperwork. Please contact your employer for a clinic or physician you can visit. Also note that in most cases, your medical insurance will not pay for claims related to an injury suffered at work.

Insurance and Payment

VERIFICATION of COVERAGE and BENEFITS by our office staff and your insurance carrier is not a guarantee of coverage or that we are in-network providers. Your insurance company will determine the actual coverage once the claim is received and processed. Each patient is responsible for knowing his or her plan benefits.

INSURANCE FILING is done on your behalf as a service to you and requires the presentation of your current insurance card and driver’s license at each visit. It is vital that you notify us ASAP of any changes (insurance, job, address, phone, etc.), or you may be required to pay-in-full and file your insurance yourself.

PAYMENT may be made with cash, money order, check or credit cards (VISA, MC, AMEX and Discover). We do not accept post-dated or temporary checks. Payment is expected at the time of service.

Test Results, Referrals and Prescription Refills

LABWORK and RESULTS – For our patients’ convenience, we have a Clinical Pathology Laboratories technician in our office during business hours. Your specimen will be sent to the lab to be tested. We receive most results within 3-7 days, and they will be available to you through our patient portal. If you would like a copy of your results, please contact our office to arrange for pick up.

To access your results:  Log into the portal > click the aqua blue square labeled “Review Medical Record”. In the right hand column, click  “Orders” to see your list of labs.  Click “Results” to see the full report.  At the top of this report is a box labeled “Message from your provider”; this is where your provider’s comments and recommendations will be after they have reviewed your report. Note, your results may be available prior to your provider reviewing them.  Please allow 3-5 business days after results are available for your provider’s comments to be posted.

REFERRALS are required by most managed care, HMO and POS insurance companies.  You will need to see a MaxHealth provider in order to obtain one.  Should you have a specific specialist you would like to see, please inform your provider.  After the provider orders the referral, your insurance carrier will be contacted to get authorization.  The response time varies by insurance carrier.  Once we receive approval, the information will be faxed to the requested specialist.  You will either receive a phone call from us or a copy of the referral by mail (depending on your insurance).  It can take up to seven (7) business days to complete the referral process.  You may call and make an appointment with the approved specialist once you receive notice from our office.  Do not go to your appointment without an approval, or you may be turned away or billed personally for services.  Should you need to make a change to a referral or get one extended, please call our office; these changes can take one week to process.

Note, some insurance plans (e.g., PPOs) do not require a referral for specialist visits. OB/GYN and mammograms do not always require one either. Contact your insurance company if you are unsure.

REFILLS of regular medicines take 48-72 hours to process. Please don’t wait until your prescription runs out. Contact your pharmacy to begin the refill process at least 3-4 days prior to your last dose. Even if your prescription says 0 refills, your pharmacy will submit a refill request to MaxHealth. Refill requests should be e-scribed whenever possible. Please note that you must keep your follow-up appointments or your medicines will not be refilled.

Emergencies and After Hours Care

EMERGENCIES –For any life- or limb-threatening emergency, you should CALL 911 and be taken to the nearest emergency room, or if possible, Baylor Regional Medical Center in Grapevine or Texas Health Harris Methodist in Bedford. Please be familiar with your insurance carrier’s ER policy.

AFTER HOURS CARE –For urgent medical problems, call our main line 817.355.8000, and follow the prompts to reach the on-call provider. Please have your pharmacy number, your current medications, and their doses on hand. If you do not receive a response within 15 minutes, please call back and verify your phone number. Note, you may be assessed a $15 fee for this service.

NO CONTROLLED DRUGS (narcotics) are prescribed outside of regular office hours. This is a strict policy; no exceptions are made.