Office Policies
URGENT ISSUES: If the issue is an urgent clinical issue and you need to speak to me right away, call 203-551-4173. Please note this phone number is an office phone number and not a cell phone so please do not text. If we do not pick up, please leave a voice message indicating that it is an urgent issue and we will call you back. If no voice message is left then we will not call back and if the message does not indicate that the issue is urgent we will call back during office hours. Please note that refill requests, requests that forms be completed, canceling and rescheduling appointments, insurance issues are not considered urgent and will be addressed during office hours only.
APPOINTMENT/MEETING REQUESTS: Please call the office at 203-551-4173 during office hours and my staff can assist you in scheduling. Any requests received outside of our office hours will be addressed during business hours. Please note this phone number is an office phone number and not a cell phone so please do not text.
MEDICATION ISSUES: Medication refill requests, insurance issues, and issues with your pharmacy should also be addressed by calling the office during office hours at 203-551-4173. Refill requests will be addressed during office hours only and any request received outside of office hours will be addressed when the office reopens. Please note this phone number is an office phone number and not a cell phone so please do not text.
If you have not been seen for some time, have not shown up to the previous appointment or are requesting refills of controlled substances outside of appointments, the refill request may be denied.
INSURANCE ISSUES: Insurance issues should be addressed by calling the office during office hours at 203-551-4173. Any request received outside of office hours will be addressed when the office reopens. Please note this phone number is an office phone number and not a cell phone so please do not text.
FORMS: We require at least 3 business days (longer forms will require more time) to complete forms. Forms will only be completed during office hours. Any requests placed outside of our business hours (nights, weekends, holidays, etc) will be addressed during business hours only and I cannot complete last minute requests during those times. We may require you to come in for an appointment depending on what the form requires. Disability and FMLA paperwork will be done by appointment only.
EMAIL: Email is intended non-urgent for quick messaging and communication. Please be aware that the time and thought that when emailing regarding new symptoms, requests for referrals or imaging, requests for lab work, issues with chronic conditions, requests for new prescriptions, or for medical counseling can equal or exceed an office visit and we may bill your insurance company as a result. You may be responsible for any co-pays, deductibles or non coverage if your insurance company does not reimburse for this communication medium. Furthermore, for communication that requires multiple emails it is more appropriate that we discuss the issue in an appointment, and if the issue requires this, I ask that you call the office and schedule an appointment. Please note I do not make medication adjustments of psychiatric medications by email and this should be discussed in an appointment.
TEXT MESSAGING: Text messaging is provided for appointment reminders and to provide a link to video visits only. I do not give out my cell phone number and do not text outside of the previously mentioned reasons due to privacy and regulatory reasons. If you need to reach me, please call the office 203-551-4173. Please note this phone number is an office phone number and not a cell phone so it should not be texted as you will not receive a response.
​
CONTROLLED MEDICATIONS: Effective 4/17/23, I have made the decision that due to the risk inherent with these medications and potential for interactions, that I will not be prescribing controlled medications (including Xanax, Klonopin, Ativan, Adderall, Vyvanse, Concerta) for patients who are new to the practice. This includes if patients were initiated on these medications by another provider and are transferring practices. Controlled medications will not be refilled outside of office hours. If the medication is lost of stolen, it will not be refilled until your next appointment and a copy of a police report is needed or I will not be able to refill it. Controlled medications will not be refilled if patients no show to or cancelled their last appointment.
MEDICAL EMERGENCIES: Medical emergencies should be handled by calling 911 or 988 (for psychiatric crises). My office does not have the capacity to provide emergency care offsite and calls indicating a medical or psychiatric emergency will be directed to these numbers. Email is not an appropriate medium to communicate medical emergencies.
ACCEPTABLE BEHAVIOR: The practice is committed to a zero tolerance standard for violence, intimidation, harassment, and abusive behavior. Violent behavior of any kind or threats of violence, either implied or direct, is prohibited. Abusive behavior includes shouting at staff, swearing, derogatory remarks and name calling. Unacceptable behavior will result in discharge from treatment and, when appropriate, criminal prosecution.
Policies are subject to change over time.
​
​
CANCELLATION, LATE AND NO SHOW POLICY
​
Thank you for trusting your medical care to Emily Garber APRN PLLC. When you schedule an appointment with Emily Garber APRN PLLC we set aside enough time to provide you with the highest quality care.
It is necessary for us to make appointments in order to see our patients as efficiently as possible. No-shows and late-cancellations cause problems that go beyond a financial impact on our practice. When an appointment is made, it takes an available time slot away from another patient. No-shows and late-cancellations delay the delivery of healthcare to other patients, some who are quite ill.
Should you need to cancel or reschedule an appointment please contact our office as soon as possible, and no later than 24 hours prior to your scheduled appointment. This gives us time to schedule other patients who may be waiting for an appointment.
Please see our Appointment Cancellation/Late/ No Show Policy below:
​
• Any new patient who fails to show for their initial visit or provide at least 24 hours notice of cancellation will not be rescheduled or accepted as a new patient.
​
• Effective January 1, 2022 any established patient who fails to show or cancels/reschedules an appointment and has not contacted our office with at least 24 hours notice will be considered a No Show and charged a $50.00 fee.
​
• Any established patient who fails to show or cancels/reschedules an appointment with no 24 hour notice a second time will be charged a $50.00 fee.
​
• If a patient does not show for two consecutive appointments, they are considered discharged from the practice.
• If a third No Show or cancellation/reschedule with no 24 hour notice will again be charged a $50.00 fee and is discharged from the practice.
• The no show/late fee is charged to the patient, not the insurance company, and is due at the time of the patient’s next office visit.
​
• Patients who are more than five minutes late for a follow up or 15 minutes late for an initial appointment have missed their appointment and will be required to reschedule.
• As a courtesy, when time allows, we make reminder calls for appointments. If you do not receive a reminder call or message, the above policy will remain in effect.
​
We understand there may be times when an unforeseen emergency occurs and you may not be able to keep your scheduled appointment. If you should experience extenuating circumstances please contact our office manager, who may be able to waive the No Show fee. You may contact Emily Garber APRN PLLC at 203-551-4173. Should it be after regular business hours, you may leave a message.
​
Telemedicine visit expectations:
​
In order to preserve patient safety and privacy as well as abide by state and federal laws, it is expected that patients adhere to the following:
-Patients should not be operating an automobile or heavy machinery while conducting a video visit. This places you and others in the car at risk. It is acceptable to conduct a visit in a car that is not in operation (ie not being driven) if needed for privacy. The visit will be terminated immediately for safety reasons if a patient is driving during the video visit.
​
-Privacy is important to ensure confidentiality and a quality visit. Patients should not be in public spaces (i.e. malls, restaurants, parks, subways, buses, stores, etc) while conducting their visit as this inhibits communication and adequate care as well as the patient provider relationship. In the same way that visits in the office are not conducted in the waiting room and are done in a private room, it is expected that telemedicine (video) visits will be conducted in a similar manner. To ensure patient confidentiality, I will not be able to proceed in conducting a visit if it is being held in a public location.
​
-Visualization is an important part of the exam and can help in assessment and diagnosis. Therefore, I do require that the video be turned on when conducting a telemedicine visit and will not conduct phone only visits. We will need to terminate the visit and reschedule if video is unable to be used in a session. If a patient does not have access to video capability, we will need to schedule in person visits as telemedicine is not an appropriate medium in this case.
-Patients must be located in a state where their provider holds a license, otherwise that provider is considered to be practicing in the state the patient is located in without a license. If a patient is taking a video visit in a state where I am not licensed in or in another country, I will need to end the visit to abide by state and federal laws.
​
​