Willow Pediatric Wellness Practice Policy Statement

At Willow Pediatric Wellness, LLC, we are dedicated to providing comprehensive, personalized, and accessible pediatric care through our direct primary care (DPC) model. Our policies are designed to ensure that all patients receive the highest quality of care in a supportive and respectful environment. Please review the following policies to understand our commitments and your responsibilities as a member of our practice.

Membership and Fees

  • Membership Enrollment: Enrollment in our DPC practice requires the completion of a membership agreement and payment of the initial membership fee. Memberships are offered on a monthly or annual basis, with specific terms outlined in the membership agreement.

  • Payment of Fees: Membership fees must be paid in full and on time as per the agreed-upon schedule. We accept various payment methods, including credit/debit cards and electronic transfers. Failure to pay membership fees may result in suspension or termination of services.

  • Non-Refundable Fees: Membership fees are non-refundable, even if services are not utilized during the membership period.

Appointment Policies

  • Scheduling Appointments: Appointments can be scheduled via phone, email, or our online patient portal. We strive to offer flexible scheduling options to accommodate your needs.

  • Cancellations and No-Shows: If you need to cancel or reschedule an appointment, please provide at least 24 hours' notice. No shows and failure to cancel or reschedule within 24 hours in advance of appointment may result in a $50 missed appointment fee. Repeated no-shows or cancellations without notice may result in a review of your membership status.

  • Timeliness: Please arrive on time for your scheduled appointments. If you are late, we may need to reschedule to ensure that other patients receive timely care.

Communication

  • Member Only Line: Members have access to a dedicated phone line for urgent concerns and questions. This line is for the exclusive use of members and should not be shared with non-members.

  • Response Time: We strive to respond to all non-urgent communications within 2 hours during operating hours or within one business day if after-hours. For urgent matters, please use the member-only line or visit the nearest emergency facility if immediate attention is required.

  • Privacy and Confidentiality: All communications and medical records are kept confidential in accordance with HIPAA regulations.Your privacy is of utmost importance to us.​ If you agree to communication via e-mail and/or SMS, you accept that these are not confidential methods of communication and may be insecure.​ You also understand there is a risk that email and standard SMS messaging regarding your child's or children's medical care might be intercepted and read by a third party. ​

Code of Conduct

  • Respectful Interactions: We expect all members to interact respectfully with our staff and other patients. Disrespectful or abusive behavior will not be tolerated and may result in termination of membership.

  • Philosophical Alignment: Our practice follows evidence-based medical guidelines. While we respect individual beliefs, significant philosophical differences that hinder effective care may lead to a discussion about the suitability of continued membership.

Medical Records

  • Access to Records: Members have the right to access their medical records. Requests for records can be made through our office, and we will provide the records within a reasonable timeframe.

  • Transfer of Records: If you decide to terminate your membership, we will facilitate the transfer of your medical records to your new healthcare provider upon receiving a signed authorization form.

Termination of Membership

  • Voluntary Termination: Members may terminate their membership at any time by providing a 30 day written notice. Membership benefits will continue until the end of the 30 day notice period.

  • Involuntary Termination: We reserve the right to terminate memberships for reasons including, but not limited to, non-payment, philosophical differences, repeated no-shows, sharing of the member-only line, and disrespectful behavior. In such cases, we will provide written notice and continue to offer urgent care for a period of 30 days.

Contact Information

For any questions or concerns regarding these policies or your membership, please contact our office at 205-964-9575 or info@willowpediatrics.com.

Thank you for choosing Willow Pediatric Wellness. We look forward to partnering with you in your child's health and well-being.

Sincerely,

Laura Mitchell, MD, FAAP
Pediatrician & Founder
Willow Pediatric Wellness, LLC