Patient Policies

Telephone Calls and eMessages

Our telephone policy is designed to allow us to care for patients with a minimum amount of interruptions. Depending on the urgency of the message, please allow us 24-48 hours to return your call. Less urgent calls may be returned later than others when patients are not being seen. Patients also have the option to send us an eMessage through the Patient Portal.



Office visits are by appointment only. However, in the event that you or one of your family members develop a sudden illness and need to be seen the same day, we will do our best to accommodate you. Do understand that you may be seen by a different provider for that particular visit to be able to care for you in a timely manner, we do our utmost best to work you in with your preferred provider depending on availability.

Please inform our reception staff beforehand about the nature of your problem so that sufficient time will be allotted for your visit.


Cancellation Policy

In the event you need to cancel or reschedule an appointment, a 24 hour notice is required prior to your appointed time or a no show fee will be charged to your account. If you are more than 10 minutes late for your appointment, you will be considered a walk-in.


$25 no show fee = Acute Visits, Chronic Visits, Preventive Wellness Exams, New Patient Visits
$75 no show fee = Procedures (i.e. BP Monitor, Ultrasound)


Regretfully, we had to implement this policy in order to give other patients the opportunity to be cared for in a timely manner. This will also ensure that our providers’ times are efficiently utilized. We therefore request that you call 24-hours prior to your appointed time either to cancel and/or reschedule your appointment.


After Hours

If you need to reach our office after hours for an emergency, please call 407-352-9717 and the answering service will contact our on call provider immediately. Please take note that this service is for medical advice to assist you in urgent situations that require decision making. Prescriptions, refill requests, referral requests and test results will not be entertained after hours. However, if you have a MEDICAL EMERGENCY please call 911 instead of our office.

Surgical Clearance

If you are an established patient scheduling an appointment for surgical clearance the following information is required before we can set up your appointment:

  • Surgeon’s name
  • Surgeon’s office phone and fax number
  • Type of procedure or surgery
  • Date of surgery
  • Surgical clearance form

Hospital Admissions

If you are admitted to the Emergency Room and/or the hospital, please make sure to inform hospital admission staff that we are your Primary Care Provider (PCP) so that we can follow up your care after your hospitalization. Studies show that follow-up with your PCP within 3 days after hospitalization minimizes re-admissions and complications.

Preventive Care

Complete / Annual Physical Exams (CPE/APE) and Well Woman Exams (WWE) are considered wellness visits. Complete physical exams are preventative visits that screen patients for common health conditions and include a head to toe assessment.

Complete/Annual Physical Exams include the following:

  • A baseline reading of your blood pressure, temperature, pulse and respirations, weight, height, vision, hearing and other vital functions depending on your age, gender and level of activity.
  • Recommendations for wellness services and healthy lifestyle changes are done during this visit.
  • This annual physical will help us help you identify and reduce potential and future health risks.

Your insurance may cover an annual physical exam once every 12 months. Please inquire from your insurance company regarding coverage.

Once again, please be reminded that CPE/APE cannot be scheduled on the same visit as consults, sick visits or other requested appointments. This is to ensure that we can focus on prevention and well visit discussions or counseling.

Referral/Authorization for Specialists and/or Pharmacies

For referrals/authorizations to specialists, allow our referral coordinators 48-72 hours to process the referral. For authorizations for procedures and/or pharmacies, approval is contingent on how your insurance processes the request.


For any documents that needs to be completed by a medical provider, we encourage that you schedule an appointment specifically for the completion of this document. This is to ensure that the document is completed accurately and appropriately. These documents include:

  • Physical Examination Forms
  • FMLA
  • Attending Physician Statements
  • Short Term Disability Forms
  • Parking Permit forms

If you are not able to schedule an appointment, there is a $50-75 charge, depending on the extent of the document. Allow us seven (7) business days to get this completed for you. Also note, that not all documents can be completed in our office. Please inquire with our staff before scheduling an appointment or dropping off the document.


Prescription Refill Requests

  • For local pharmacy refills – Please call your pharmacy directly when requesting a refill and ask them to fax your request to our office.
  • Mail order pharmacy refills – Please call our office with the fax number of the mail order pharmacy along with your request.

Prescription refill request may take up to 72 hours to be approved. Therefore, we ask that you call our office at least one week before your prescription runs out.

We do not prescribe antibiotics without an office visit. We do not prescribe controlled substances on the first visit.
Our office has a strict policy on controlled substance medications and tranquilizers. Due to increasing regulations, you may be referred to a pain management provider or a psychiatrist to manage these medications.

Workman’s Compensation

We may be asked to care for patients who have been injured at work but unfortunately we do not treat patients who have been injured in the course of their employment, some of these injuries are “employment-specific” and you may get a specific doctor designated by your employer to provide you with the care you need.  In general, the worker’s compensation is a “no-fault” system that is designed to benefit both employer and employee having its own workers’ compensation system, with its own rules and processes.

The benefit for employees is that they do not have to prove negligence to have a claim; it is sufficient that the injury occurred at work.  Most employers require employees to file workers’ compensation claims for any work injury and please understand that regular health insurance typically will not cover work-related injuries. While the injured worker is involved in a legal process, it is directed at the employer/insurer, not at the physician. 

We believe that employees who are injured on the job deserves good medical care, rehabilitation, and compensation.  Caring for an injured worker poses special challenges, that is why we recommend if you were injured at work to get a better understanding of the workers’ compensation system with your Human Resources Manager and its operation. We hope this may help alleviate some of your concerns. 


Motor Vehicle Accidents

If you are injured in a motor vehicle accident, you should seek medical attention immediately. Unfortunately we do not treat patients who have been injured in a motor vehicle accident, we recommend our patients to go to a hospital emergency room. Whether or not you have an injury you should be examined by a doctor and obtain proper care for your own peace of mind. Frequently, an automobile accident injury will not appear immediately. Always seek immediate emergency care after a motor vehicle accident.  This is critical in proving that a particular injury arose from the accident.


You are obligated by contract to comply with the terms of your auto insurance policy. Failure to cooperate with your auto insurance company could result in your carrier voiding your coverage.  Many health insurance contracts provide that you must exhaust the medical pay coverage with your auto insurance before your regular health insurance will make payments. This means that your automobile insurance carrier is the responsible party for the accident related injuries.  Bring to the hospital emergency room your auto policy with all of the accompanying documents to make sure that you receive all the benefits to which you are entitled.