📩 Non-Urgent & Urgent Messages

  • For urgent questions or concerns, please allow 15–20 minutes for us to return your call.
  • If we are unable to reach you, we will send a text and/or voicemail notifying you that we attempted contact.
  • If we return your call and you do not answer, we will advise you via text or voicemail to call us back or go to the Emergency Room if necessary.

💊 Medication Refills

To request a refill:

  1. Go to the “Become a Patient” tab
  2. Click on “Request a Refill”
  3. Refills are processed within 24–48 hours during regular business hours.
  4. Requests submitted after hours, weekends, or holidays will be handled on the next business day.
  5. Controlled substances and medication changes cannot be handled after hours

🧪 Lab Results

Lab results are reviewed by your provider

You will be contacted only if follow-up is required

Please allow 3–5 business days for routine results unless otherwise instructed

📅 Appointment Scheduling

You may request or reschedule appointments through your patient portal.

Same-day telehealth urgent care visits are often available for minor issues.

📝 Forms & Documentation

Please allow 3–7 business days for completion of:

  • School notes
  • Work notes

  • FMLA paperwork

  • Prior authorizations

Complex forms may require an appointment.

💡 Non-Urgent Concerns (After Hours)

Examples of issues appropriate for after-hours portal messages:

  • Questions about an upcoming appointment
  • Non-urgent medical questions
  • Requesting referrals
  • Clarifying instructions from your visit

🚫 What We Cannot Handle After Hours

  • Emergencies such as bleeding that does not stop (go to the ER immediately)
  • Severe symptoms
  • Prescription changes
  • Controlled substance refill requests
  • New medication requests

✅ What We Can Handle After Hours (Primary Care Clinic)

  • Non-urgent medical questions via portal
  • Clarifying instructions from your visit
  • Questions about upcoming appointments
  • Requesting referrals
  • Routine medication refills for non-controlled medications submitted via portal
  • Telehealth support for minor urgent issues

Emergency situations: If you send a text, leave a voicemail, or use your patient portal, we will call you back within 15–20 minutes. If we cannot reach you, we will send a text and/or voicemail stating that we could not reach you. In the event we call you back and you do not answer, we will advise you via text or voicemail to either call us back or go to the ER.

Urgent Contact Policy:

If you text, leave a voicemail, or use the patient portal, we will return your call within 15–20 minutes.

If we cannot reach you, we will notify you by text and/or voicemail and advise you to call back or go to the ER if needed.

🚨 Emergencies – Go to the ER Immediately

Seek emergency care for:

  • Severe or uncontrolled bleeding (not stopping after 10–15 minutes of pressure)
  • Chest pain or pressure (possible heart attack)
  • Shortness of breath or difficulty breathing
  • Severe abdominal pain
  • Sudden weakness, numbness, or difficulty speaking (possible stroke)
  • Severe head injury or loss of consciousness
  • Severe allergic reactions (swelling of face/lips, difficulty breathing)
  • Seizures that are prolonged or repeated
  • High fever in infants or severe fever in adults
  • Major trauma (car accidents, falls, severe cuts)
  • Suicidal thoughts or self-harm risk
  • Severe burns
  • Broken bones with deformity, exposed bone, or inability to move the limb
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