Practice Policy

Thank you for choosing Carson Medical Group. We are truly glad to be part of your care. We strive to promote the health and well-being of our patients and the community. This goal is best achieved when there is a clear understanding of our practice policies and expectations. Please
review our policies.

Office Hours Appointment hours vary by provider, but you can contact our office Monday - Friday 8:00 AM - 5:00 PM at 775-283-5050 to reach our staff. On-call physicians are available for
emergencies outside of these hours. We observe most major federal holidays (see website for list).

CMG+ Walk-In Clinic We are proud to offer walk-in appointments to our established patients for acute care needs at our CMG+ Walk-In Clinic located at 1946 Old Hot Springs Road. Monday-Friday 7:00 AM - 7:00 PM and Saturday & Sunday 8:00 AM - 2:00 PM.

Our Service Your care is guided by your provider’s medical expertise. While we encourage shared decision-making, the provider’s professional judgment determines what is medically appropriate. We cannot guarantee specific tests, prescriptions, or treatments.

Appointments We value your scheduled time. Please arrive on time and notify us at least 24 hours in advance if you need to cancel or reschedule. If you are more than 15 minutes late, we will try to accommodate you, but your visit may need to be rescheduled. Repeated missed, late, or canceled appointments could result in dismissal from our practice.

Standards of Conduct All patients and visitors are expected to treat staff and other patients with respect. Abusive, threatening, discriminatory, or disruptive behavior will not be tolerated and may result in permanent dismissal from our practice.

Patient Portal We strongly encourage use of the Patient Portal and/or corresponding Healow App. It allows secure communication directly with your care team, which is faster and more
efficient. The Portal also provides access to appointment details, billing statements and online bill pay, test results, and your medical records.

CURES Act By law, your test results are posted to the portal as soon as we receive them, which may be before your provider reviews them. Please allow time for your care team to review the
results. If you haven’t heard from us within 72 hours, contact our office.

Medication Refills Patients must request refills in advance, directly through their pharmacy.
Allow up to 3 business days for processing, or 14 days for mail-order pharmacies. Refills are only handled during office hours. We do not refill medications prescribed by providers outside Carson Medical Group. New prescriptions and antibiotics require an office visit and are not given over the phone. Keeping your appointments ensures timely refills.

Health Insurance Your health insurance is a contract between you and your plan. We make every effort to help facilitate that relationship, but please note the following responsibilities:

• Card(s) - Bring an updated insurance card to every visit. Failure to do so may result in non-
  payment, leaving you financially responsible.
• Network - It is difficult to tell by reviewing an insurance card whether or not we are in your specific network. It is the patient responsibility to ensure your providers are contracted with your plan.
• PCP Designation - If your plan requires a primary care provider (PCP), ensure it is assigned correctly before your visit to avoid financial responsibility.
• Out Of Network - If it is determined that Carson Medical Group is out-of-network with your plan, you have two options:
  • We can bill your insurance, but you will not receive a contractual discount and you will be billed the full cost of our charges less any payments made by your insurance.
  • We can treat you as self-pay, meaning we will not bill your insurance and you will receive our self-pay discount.

• Coordination of Benefits - If you have multiple insurance plans, you are responsible for disclosing all coverage and coordinating with each insurance company to confirm which is primary, secondary, or tertiary. Failure to do so may result in financial responsibility.
• Billing Permissions - By signing this agreement, you allow us to bill your insurance, accept payment, and contact you regarding any outstanding balances.

Third-Party Liability (Non-Work Related) We do not bill motor vehicle or other third-party
liability insurance, and we will not bill your health insurance for these injuries. You may be seen on a self-pay basis and can seek reimbursement from the third-party insurance. Reimbursement is not guaranteed.

Worker’s Compensation We do not treat Worker’s Compensation injuries. Please contact your employer for instructions on where to seek care. If we unknowingly treat a Worker’s Compensation injury, you will be financially responsible for the services.

Price Transparency We collect all patient balances fairly and in line with federal rules and
insurance contracts. To remain compliant, we do not waive or discount co-pays, co-insurance,
deductibles, or other patient responsibilities. Payment is required at the time of service for your
estimated portion. Additional services may result in a balance after insurance processes your claim.

• Estimates - Good Faith Estimates for future services are available upon request. Same-day
  estimates are not provided; we ask that you schedule a separate visit if you would like an
  advance estimate before receiving additional services.

Failure to Pay We aim to provide care to all patients, but as a private practice, we require
payment to continue services. If your account has an unpaid balance or you don’t follow through on an agreed upon payment plan, your account may be placed on hold. This will prevent
scheduling appointments or portal access, though you can still access your medical records. Please contact our office for assistance.

Medical Records You can request your medical records using our release form. Allow up to 10 business days for processing. A reasonable fee may apply for copies or mailing. Records can be provided electronically free of charge.

Lab Services As a convenience to our patients, we allow LabCorp to utilize space in most of our locations. However, it is important to note that we are not affiliated with them. We do not have oversight of their policies or procedures.

Court Orders & Legal Documents We comply with all court orders, powers of attorney, and
protective orders. It is your responsibility to provide current documents and notify us when forms expire or change.

Shared Custody Only one guarantor can be linked to an account. If there is a dispute, the
parent/guardian who holds the insurance will be assigned as the guarantor. We do not coordinate payment or billing between parents. The parent/guardian bringing the patient to the visit must pay at the time of service, and the guarantor will receive the bill for any additional services.

Forms A fee may apply for completing forms, including disability paperwork, extensive school or work forms, and other medical documentation.

Photography/Recording Prohibited To protect the privacy of our patients and staff, and to maintain a reasonable expectation of privacy within the healthcare environment, photography, video recording, and audio recording are prohibited.