Clinic Policies

 

Moore-Smith Comprehensive Care, LLC

Our clinic policies are designed to support high-quality care, respect everyone’s time, and ensure a smooth experience for all patients. Please review the information below prior to your visit.

Appointments & Scheduling

  • Patients are expected to arrive on time for scheduled appointments.

  • Patients arriving more than 15 minutes late may be asked to reschedule.

  • Same-day appointments are subject to availability.

  • For medical emergencies, please call 911.

  • For urgent concerns after hours, follow the after-hours instructions provided by the clinic.

Cancellation & No-Show Policy

  • We ask that cancellations be made at least 24 hours in advance.

  • Repeated no-shows or late cancellations may result in fees, limited scheduling options, or dismissal from the practice.

Communication & Patient Portal

  • The patient portal should be used for routine questions, medication refill requests, lab inquiries, and non-urgent messages.

  • Portal messages are typically answered within 1–2 business days.

  • Phone triage is available during normal business hours.

Medication Refills

  • Please request medication refills at least 7 business days before running out.

  • Controlled substances require an appointment and cannot be refilled early.

  • Lost or stolen controlled substance prescriptions cannot be replaced.

Lab Results & Follow-Up

  • Routine lab results are communicated through the patient portal after provider review.

  • Some results may require a follow-up appointment.

  • Urgent or significantly abnormal results will be communicated directly by phone.

Forms, Paperwork & Letters

  • Please allow 7–10 business days for completion of forms, including FMLA paperwork, work or school letters, and sports forms.

  • A $25 administrative fee applies to most forms.

  • Extensive or complex paperwork may require a scheduled appointment.

Financial Policies

  • Copayments, deductibles, and outstanding balances are due at the time of service.

  • Patients must provide current insurance information and pharmacy benefit cards at each visit.

  • If an insurance claim is denied, the remaining balance becomes the patient’s responsibility.

Specialist Referrals & Imaging

  • Referrals depend on accurate and current insurance information.

  • Some referrals require 3–5 business days to process.

  • Patients are responsible for confirming that referred providers are in-network.

After-Hours Care

  • After-hours messages are reviewed on the next business day.

  • Nurse triage may be available through the answering service.

  • For emergencies, call 911 or visit the nearest emergency department.

Behavior & Conduct

  • Respectful communication with staff and clinicians is expected at all times.

  • Abusive, aggressive, or inappropriate behavior may result in dismissal from the practice.

Medical Records

  • Requests for medical records must be submitted in writing.

  • Processing typically requires 7–10 business days.

  • Fees may apply as permitted by Alabama law.

Dismissal from the Practice

Patients may be dismissed from the practice for reasons including, but not limited to:

  • Repeated no-shows or late cancellations

  • Failure to follow agreed-upon treatment plans

  • Abusive or inappropriate behavior

  • Non-payment of outstanding balances

  • Violations of controlled substance policies

Acknowledgment

By receiving care at Moore-Smith Comprehensive Care, patients acknowledge that they have reviewed and understand the clinic policies outlined above.