Office Policies

Appointments

We are open for appointments every day of the week.
You can call 585- 471-3407 for appointment requests, questions or other needs. Please note that calls will be returned as soon as possible. You can also send messages through the Charm patient portal. We are not able to send or receive text messages.
You can call 585- 471-3407 for appointment requests, prescription refills or other needs. Please note that calls will be returned as soon as possible within one business day. You can also send messages through the Charm patient portal.

Medications

Please contact your pharmacy or send a message through the Charm patient portal for prescription
refills. Please allow at least 72 hours for refill requests to be processed. If you are taking a medication that is not in stock at the pharmacy, it is your responsibility to call other pharmacies to locate where it may be in stock. We will send it to an alternative pharmacy once you let us know where you found it.

Emergencies

If you are having an urgent crisis please contact mobile crisis at (585) 529- 3721 or 911.

Cancelling/Missed appointments:

You are responsible for remembering your appointment. Appointment reminders will be emailed as well as texted to you. If you need to reschedule your appointment it is your responsibility to contact us via phone. If you leave us a voicemail for any reason we will make two attempts to return your call. If we are still unable to reach you it will be your responsibility to contact us again.

Cancellations/Missed Appointments

If you cancel an appointment with less than 24 hours BUSINESS notice (cancellations for Monday will need to be done on Friday as messages are not checked over the weekend) there will be a fee of $50. This will be charged to your credit card on file. If you do not have a credit card on file then you will not be able reschedule until this fee is paid. Repeated cancellations with less than 24 hours notice may result in your dismissal from the practice. Video appointments are available in the event of illness.

We take no shows very seriously. If you miss your new patient appointment you may not be eligible to reschedule. No shows may result in a $50 missed appointment fee. Repeated no shows will result in your dismissal from the practice.

If you are more than 10 minutes late for your appointment you may need to reschedule. The same day cancellation fee will apply.

Appointment costs:

We are currently in network with Excellus, Aetna, Medicare, Medicaid, Fidelis, Cigna and United Health Care. We are not in network with MVP.
Payment is expected at the time of visit if you have a copay. If you have a deductible or coinsurance, you will be billed once the insurance processes the claim.

Private pay appointment fees:

New evaluation – $300

New substance use evaluation – $300

New medical marijuana intake- $200

Followup medication management- $150

Medical marijuana renewals – $75

Credit Cards:

Patients are required to keep a credit card on file in the Charm patient portal. If you are unable to provide a credit card please discuss your options with us.
Your card will be charged in the following situations:
Late cancel or no show fees.
You have a balance greater than 60 days old.
We will also charge your credit card for any owed copays, deductibles and coinsurances with your consent. Returned checks are subject to a $30 fee.

Record requests/letters:

We will send your records to another healthcare provider free of charge. If you need your records released for the purpose of a legal or disability issue the fee will be 10 cents per page.
Letters for disability, lawyers, or emotional support animals will be a $25 charge. Please allow up to a week for this to be completed.