Practice Policies & Terms of Service

1. Appointment Scheduling & Cancellation Policy

All appointments at WellLife Integrative Health are scheduled in advance through our online booking portal, by phone at (503) 555-0247, or via the patient portal. We allocate extended appointment blocks — 90 minutes for initial consultations, 45 to 60 minutes for follow-up visits, and 60 to 75 minutes for acupuncture sessions — to ensure each patient receives thorough, unhurried care.

Cancellation Notice: We require a minimum of 24 hours advance notice for all appointment cancellations and rescheduling requests. Due to the length of our appointments and limited daily scheduling capacity, a missed appointment represents a significant time block that cannot be readily offered to another patient in need.

Late Cancellation Fee: Appointments cancelled with fewer than 24 hours notice, or missed without any communication (no-show), are subject to a $75.00 late cancellation fee. This fee is the patient's direct responsibility and is not billable to insurance, HSA, or FSA accounts.

Repeated Cancellations: Three or more late cancellations or no-show events within a 12-month period may result in a required prepayment deposit for future appointments, or, at the practice's discretion, discharge from the practice with referral to another provider.

2. Late Arrival Policy

We understand that traffic, weather, and unforeseen circumstances can cause delays. A 15-minute grace period is provided for all appointment types. If you arrive within 15 minutes of your scheduled start time, we will make every effort to accommodate you for the remaining appointment duration, though the session may be shortened accordingly.

Arrivals beyond the 15-minute grace period may require rescheduling at our discretion, as extending into the next patient’s reserved time is not clinically or ethically appropriate. A late arrival that results in a rescheduled appointment is subject to the standard $75 late cancellation fee. We respectfully ask that all patients plan to arrive at least 10 minutes before their scheduled appointment to complete check-in procedures.

3. Payment & Billing Policies

Payment at Time of Service: Full payment is due at the conclusion of each visit. We accept major credit cards (Visa, Mastercard, American Express, Discover), debit cards, HSA/FSA cards, personal checks, and cash. A receipt with appropriate medical billing codes (CPT and ICD-10) is provided for insurance reimbursement purposes.

Out-of-Network Billing: WellLife operates as an out-of-network provider. We provide detailed superbills (CMS-1500 format) upon request, which you may submit to your insurance carrier for out-of-network reimbursement. We do not submit claims on behalf of patients or guarantee any level of insurance reimbursement. Patients are encouraged to contact their insurance company in advance to understand their out-of-network benefits for integrative medicine, acupuncture, and preventive health services.

HSA & FSA Eligibility: All physician-provided clinical services, acupuncture treatments, IV nutrient therapy sessions, and prescribed supplements are eligible for Health Savings Account (HSA) and Flexible Spending Account (FSA) reimbursement. We provide itemized statements with appropriate medical necessity documentation upon request.

Outstanding Balances: Balances remaining unpaid for more than 60 days will incur a $15 monthly administrative fee. Accounts unpaid beyond 120 days may be referred to a collections agency at the practice's discretion, with 30 days written notice provided to the patient before any such referral.

4. Laboratory Testing & Third-Party Billing

Functional laboratory testing is a cornerstone of our clinical approach. Standard blood panels ordered through Quest Diagnostics or LabCorp are billed directly by those laboratories to your insurance carrier or to you if uninsured. WellLife does not control or set pricing for standard laboratory testing.

Specialty functional labs — including DUTCH Complete hormone panels (Precision Analytical), GI-MAP stool analysis (Diagnostic Solutions), Organic Acids Test (Great Plains/Mosaic Diagnostics), and micronutrient panels (Genova/Spectracell) — are billed directly to the patient at our negotiated practitioner wholesale cost, which typically ranges from $150 to $450 per panel. These specialty tests are generally not covered by insurance. All lab fees are communicated and consented to before orders are placed. Lab kits are provided at no additional charge.

5. Patient Records & Confidentiality

All patient health information is maintained in strict accordance with the Health Insurance Portability and Accountability Act (HIPAA) and Oregon state medical records statutes (ORS 192.553–192.581). Your medical records, lab results, clinical notes, and treatment plans are stored in an encrypted, HIPAA-compliant electronic health record (EHR) system with audit logging and role-based access controls.

Records are never shared with third parties without your explicit written authorization, except as required by law (e.g., mandatory public health reporting). You have the right to request copies of your complete medical records at any time. Records requests are fulfilled within 30 days. There is no charge for electronic record delivery; paper copies are provided at a cost of $0.25 per page to cover printing and handling. For detailed privacy protections, see our full Privacy Policy.

6. Scope of Practice Disclaimer

WellLife Integrative Health provides integrative and functional medical services within the scope of practice authorized by the Oregon Medical Board and the National Certification Commission for Acupuncture and Oriental Medicine (NCCAOM). Our services are intended to complement, not replace, conventional medical care.

We do not provide emergency medical services, perform surgical procedures, prescribe controlled substances (Schedule II–V), or manage acute psychiatric crises. Patients presenting with conditions outside our clinical scope will be promptly referred to appropriate specialists or emergency services. Integrative therapies such as acupuncture, nutritional supplementation, and botanical medicine carry inherent risks and limitations that are disclosed and discussed during the informed consent process prior to treatment initiation.

7. Communication Policy

Patient Portal Messaging: Our HIPAA-compliant patient portal is the preferred channel for non-urgent clinical questions, prescription refill requests, lab result inquiries, and appointment scheduling. Portal messages are reviewed by clinical staff during business hours and are typically responded to within one to two business days.

Phone Inquiries: Our front desk is staffed Monday through Thursday from 8:00 AM to 5:30 PM and Friday from 8:00 AM to 3:00 PM. Voicemails left after hours are returned the following business day by noon. For urgent clinical concerns, please select option 2 for the clinical triage line.

Email: General inquiries to info@welllifehealth.org are for administrative purposes only and are not HIPAA-compliant. Please do not transmit protected health information (PHI) via standard email. Use the patient portal for all clinical correspondence.

8. Informed Consent Overview

Before initiating any treatment at WellLife Integrative Health, patients are required to review and sign procedure-specific informed consent documents. These documents detail the nature of the proposed treatment, expected benefits, potential risks and side effects, alternative treatment options, and the patient’s right to refuse or discontinue treatment at any time without penalty.

Separate consent forms are provided for acupuncture and Traditional Chinese Medicine, IV nutrient therapy, clinical nutrition programs involving elimination diets, and any therapeutic interventions involving off-label supplement or botanical use. Informed consent is an ongoing conversation, not a one-time document; we encourage patients to ask questions at any stage of their treatment.

For questions about any of these policies, please contact our practice manager at (503) 555-0247 or email info@welllifehealth.org.