Office Policies
We’re committed to providing you with top-quality care and service, both in your treatment and in our administrative support, to help you achieve the best possible health outcomes. Please review the policies below and reach out with any questions. Note: Many of these policies are required due to medical regulations and contractual obligations.
Appointments, Forms, and Information Needed
Appointments & Routine Medical Questions: We offer both in-person and telehealth appointments and encourage you to call as soon as an issue arises, rather than waiting. Certain medical concerns are best handled with an appointment, and we’ll work to get you scheduled promptly.
If you need to cancel, please notify our office at least 24 hours before your appointment to avoid a “no-show” fee, which ranges from $50 to $100 depending on the appointment length and type. Arriving late may also result in a “cancellation” fee and may require rescheduling. Thank you for helping us keep things running smoothly!
Preventative Care & Immunizations: Please provide us with your immunization record and schedule any necessary exams. Healthy adults and children should have a yearly physical, well-woman, or well-child exam. While most insurance plans cover these annual preventive exams, we recommend confirming your benefits before scheduling.
Medications: For each appointment, please bring a list of all medications, vitamins, and supplements you’re currently taking, including any herbal supplements. Be sure to include the name and dosage for each item. If it’s easier, feel free to bring the actual containers, and we’ll gladly assist with recording the information.
Walk-In Appointments: We realize urgent problems can occur unexpectedly. As a courtesy to our scheduled patients, walk-in appointments will be limited to ONE acute or urgent problem. The first available MaxHealth provider will see you as soon as possible. Since scheduled patients have priority, you may notice other patients being taken back who signed in after you. The receptionist may provide an estimated wait time, but please keep in mind that this estimate can vary based on emergencies and scheduled appointments. If you need medication refills, physicals, or follow-ups, you will need to schedule an appointment. Thank you for your understanding!
Minors: Minors need to be accompanied by a parent or guardian to ensure their involvement in the decision-making process. If a parent or guardian is unable to attend, written permission is required. You can find the necessary forms on our Patient Forms page.
Work-Related Injuries: We are not licensed to treat workers’ compensation injuries or handle the related paperwork. Please reach out to your employer for a recommended clinic or physician. Note: Please be aware that most medical insurance plans do not cover claims related to an injury suffered at work.
Insurance and Payment
Verification of Coverage & Benefits: Verification by our office staff and your insurance carrier does not guarantee coverage or confirm that we are an in-network provider.
Insurance Filing: This is done on your behalf as a service to you. To ensure smooth processing, please present your current insurance card and driver’s license at each visit. If you experience any changes to your insurance, job, address, phone number, or other details, please notify us as soon as possible. Otherwise, you may be required to pay in full and file your insurance claim on your own.
Payment: You can make payment with cash, credit card (Visa, MC, AMEX, and Discover), check, or money order. We do not accept post-dated or temporary checks. Payment is expected at the time of service.
Click here for a list of Insurance Providers accepted at MaxHealth.
Please call us at 817-355-8000 or text us at 817-663-8162 with any questions you have about your coverage. You may also contact our billing department directly at 682-382-0682.
Test Results, Referral and Prescription Refills
Lab Work and Results: For your convenience, we have a Clinical Pathology Laboratories technician on-site during business hours. Your specimen will be sent to the lab for testing, and we typically receive most results within 3-7 days. You can access your results through our patient portal. If you would like a physical copy, please contact our office to arrange for pickup.
To view your results:
Log into the portal
Click the aqua-blue square labeled “Review Medical Record”
In the right-hand column, select “Orders” to see your list of labs
Click “Results” to view the full report
At the top of the report, you will find a box labeled “Message from your provider,” where you can read their comments and recommendations after they review your report. Please note that your results may be available before your provider has had a chance to review them. Allow 3-5 business days for your provider's comments to be posted after the results are available.
Referrals: Referrals are required by most managed care, HMO, and POS insurance plans. To obtain a referral, you’ll need to see a provider at MaxHealth. If you have a specific specialist in mind, please let your provider know.
Once your provider orders the referral, we will contact your insurance carrier for authorization. Response times can vary by carrier, but we will keep you informed throughout the process. After we receive approval, we will forward the necessary authorization and your medical records to the specialist. You will receive an email from our referral department once the referral is completed, along with information about the specialist.
Please allow up to seven (7) business days for the entire referral process. After you receive notification from our office, you can schedule your appointment with the approved specialist. It’s important not to attend your appointment without prior approval, as you may be turned away or billed personally for the services.
If you need to change a referral or request an extension, please contact our office. Please note that these changes can take up to one week to process.
Note: Some insurance plans, such as PPOs, may not require a referral for specialist visits. Additionally, OB/GYN appointments and mammograms may not always need one. If you’re unsure about your specific plan, it’s best to check with your insurance company. To ensure continuity of care, MaxHealth will send your referral and medical records to the specialist’s office.
Refills: Refills of regular medications take 48-72 hours to process. Please do not wait until your prescription runs out to request a refill. Contact your pharmacy to begin the refill process at least 3-4 days prior to your last dose. Even if your prescription says 0 refills left, your pharmacy will submit a refill request to MaxHealth. Refill requests should be e-scribed whenever possible. Note: You must keep your follow-up appointments with your MaxHealth provider, or your medications will not be refilled.
Emergencies and After-Hours Care
Emergencies: In the event of a life- or limb-threatening emergency, please CALL 911 immediately to be taken to the nearest emergency room. If possible, consider going to Baylor Regional Medical Center in Grapevine or Texas Health Harris Methodist in Bedford. Be sure to familiarize yourself with your insurance carrier’s ER policy for coverage details.
After Hours Care: For urgent medical issues, please call our main line at 817-355-8000 and follow the prompts to reach the on-call provider. Have your pharmacy number, current medications, and their dosages ready for reference. If you do not receive a response within 15 minutes, kindly call back to verify your phone number. Please note that a $30 fee may apply for this service.
Important: Controlled drugs (narcotics) cannot be prescribed outside of regular office hours. This policy is strictly enforced with no exceptions.