Wild Heart Healthcare Office Policies

Our office policies are an important facet of the care we provide. They are part of how we care for our patients, ourselves, our community, and our business. It is our goal to be as transparent as possible about all aspects of our practice, including our office policies and how we enforce them. If you have questions about any of our policies or the rationales behind them, please feel free to ask at any time. 

Payment for Services

At this time, we are a cash only practice. Payment is expected at the time of service; please be prepared to pay the full cost when you arrive. If you are unable to provide a method of payment, your appointment will need to be rescheduled. We are happy to provide a superbill you can submit directly to your insurance provider for reimbursement. 

If you would like to keep a payment card on file, you may add it during the self check-in process or by going to the Billing & Payments section of the patient portal.  You will be asked to sign a card on file agreement at least once every year.  

We have put a lot of thought into our decision not to accept insurance. Currently, Wild Heart is made up of three clinicians with no additional administrative support. We simply do not have the time required to process insurance claims — a task that takes an estimated 20-30% of medical practices’ time — or the financial capacity to absorb the losses of insurance companies who refuse to reimburse fairly (if at all). 

We acknowledge that this model won’t work for everyone. There are no perfect answers in a profoundly broken system. You can find a clear list of pricing by service here: https://www.wildhearthealthcare.com/services#. As our practice grows, we hope to develop the administrative capacity to accept both MaineCare and private insurance. We are also committed to exploring additional ways of making our care as affordable and accessible as possible. We look forward to a time when health care is recognized as a human right and made affordable for everyone in the United States. 

Missed Appointments/No Shows 

We require a minimum of 24 hours’ notice for cancellations. Missed appointments or cancellations with less than 24 hours notice before a scheduled appointment time (unless for reasons specified in other policies) will result in a charge for the full cost of the visit. This charge must be paid prior to scheduling a new appointment. 

This policy is a way of supporting our practice’s sustainability and maintaining access to our care. We offer multiple options for appointment reminders via email, phone calls, and text messages. Please take the steps that work best for you to remember your appointments and arrive on time. 

Late Arrivals

The time of your appointment is meant to be the start of your time with your provider. Arriving late will cut into your appointment time. In order to maximize our time together, please plan to arrive at least 10 minutes early so you have time to settle in and complete any necessary administrative tasks. If you arrive more than 10 minutes late, you may be asked to reschedule your appointment. 

We strive to run on time because we know your time is valuable. Despite our best intentions, however, unexpectedly urgent and time consuming situations do arise in the medical setting and some delays are unavoidable. We will always do our best to keep you informed of any delays and we appreciate your patience if a situation arises. Our hope is that you feel as cared for, relaxed, and listened to as the patients before and after you.

Sick Patients

We ask that patients who are ill stay home for the protection of our community and our clinicians. If you have symptoms such as fever, chills, cough, vomiting and/or diarrhea, please alert our office so we can reschedule your appointment. Because we take the health of our patients seriously, visits cancelled for illness will be exempt from the late cancellation fee. We ask that you let us know about an illness with as much advanced notice as possible so we can offer your time to someone from our waitlist. 

Our clinicians also commit to caring for themselves and our patients by staying home when we are sick. We appreciate your understanding and will work to reschedule your appointment as soon as possible.

Minor Patients

We are pleased to offer most of our services to patients 13 years old and older. While sexual and reproductive health care services and education are available without parental consent in Maine and Vermont, we encourage the awareness and involvement of a parent or guardian in an adolescent’s care. We know that young people who have the support and guidance of a trusted adult in sexual and reproductive decision-making are more likely to make healthy choices.

All of our patients, regardless of their age, have the right to involve the people of their choice in their care and to expect privacy and confidentiality. All patients, including minors, must give their express consent to share information about their care. The practice may, however, notify the parent or guardian of a minor if (i) required by applicable law, or (ii) permitted by applicable law and if, in the judgment of the practitioner, failure to inform the parent or guardian would seriously jeopardize the health of the minor or would seriously limit the practitioner’s ability to provide treatment to the minor. 

All medical providers are considered mandated reporters. This means that we are required to make a report to state agencies should a minor patient or vulnerable adult disclose to us that they are experiencing abuse, neglect or coercion, or considering or engaging in self-harm or harm to others. 

Communication

  • IF YOU ARE EXPERIENCING A MEDICAL EMERGENCY, CALL 9-1-1. DO NOT CONTACT THE PRACTICE.

  • Please allow 24-48 business hours for refill requests to be completed. Prescription refills will not be sent after hours or over the weekend. 

  • Portal communications are for non-urgent medical questions, concerns and refill requests and are typically responded to within 2-3 business days.

  • Portal messaging is for quick questions, updates, and prescription refills. Anything requiring any level of medical decision making requires an appointment.

  • Providers will address test results within 5 business days of receiving them.