PATIENT GUIDE

Practice Policies

Phoenix's Leading Experts in Allergy & Holistic Primary Care

At Pineapple Health, we are dedicated to providing you and your family with exceptional, holistic care. As a trusted primary care physician in Phoenix and Ahwatukee, we believe in creating a positive, effective healthcare experience for all our patients. To ensure we maintain the highest standards and deliver the best possible care, we ask for your cooperation with our clinic's practice policies. Please take a moment to review the following important information, and feel free to contact us if you have any questions.

Office Hours

• Monday to Thursday: 8:00 AM - 5:00 PM
• Friday: 8:00 AM - 4:00 PM
• Our office is closed for lunch from 12:00 PM - 1:00 PM, but we remain open for scheduled patients.
• We observe major holidays and will be closed on those days.

New Patients

For your first visit, we ask that you arrive early to complete any necessary paperwork. Please bring the following:

• Recent medical records, test results, and a list of your current medications.
• We ask that you maintain custody of your previous healthcare records. If additional review is needed, we will ask for your records during a follow-up visit.

We value continuity of care and aim to ensure we have the most accurate and up-to-date information to serve you better.

Courtesy & Respect

At Pineapple Health, we are committed to delivering personalized, high-quality care to every patient. We strive to run on time, but we appreciate your understanding that medical care can sometimes require additional time. We kindly ask that you refrain from using foul language or treating our staff disrespectfully, as this will result in dismissal from our practice. We are here to serve you with the utmost respect and professionalism.

Supervision of Children & Minors

For safety reasons, we ask that parents or legal guardians supervise their children at all times. Children under 10 years of age should never be left unattended. If your minor child (ages 16-17) requires medical attention without a parent present, a signed consent form is required.

Changes in Contact Information

To ensure smooth communication, please notify us in writing if your address, phone number, or insurance information changes. It is important that we have your most current information on file.

Insurance Policies & Coverage

As your primary care physician in Phoenix, we want to provide you with the best possible care. However, it is important to understand your insurance benefits:

• Insurance Claims: We will submit claims to insurance carriers we are contracted with. However, please note that services like comprehensive physicals, certain laboratory tests, and herbal supplements may not be covered by your insurance.
• Prior Authorization: Some services may require prior authorization. It’s essential to verify coverage before services are rendered.
• Proof of Insurance: Please present your insurance cards at each visit. We also request a copy of your primary and secondary insurance details. If you have a new policy, a copy of your enrollment form will be needed.
• Non-contracted Insurance: If we are not contracted with your insurance, you will be required to pay for services at the time of your visit.
  

Payment & Fees

Payment is due at the time of service, unless we are billing your insurance. We accept VISA, MasterCard, cashier’s checks, and cash. Personal checks are not accepted.

• Co-pays and deductibles are due at the time of service. If not paid, your appointment may need to be rescheduled.
• Outstanding balances over 120 days may be sent to collections with a $50 fee. A $25 fee will be charged for returned checks due to insufficient funds.
• We offer payment plans for patients needing assistance. Contact our office manager for options.
  

Appointments & No Show Policy

• Appointment Cancellations: Please let us know as soon as possible if you need to cancel or reschedule. A $25 fee will apply for missed appointments (No Shows), and after three missed appointments, you may be asked to seek care elsewhere.

• Late Arrivals: If you are running late, please call us. Significant delays may require you to reschedule.

• Combining Visits: We recommend not combining a physical exam with a problem visit in one appointment, as insurance may not cover both. For multiple health concerns, please notify our staff to schedule extra time for your visit.

• Family Appointments: If you’re bringing more than one family member, please schedule separate appointments for each. We can accommodate up to two family members at the same time with prior scheduling.
  

Medical Forms & Records

• Requesting Medical Records: All medical record requests must be submitted on a HIPAA-approved form, properly completed and signed. Please allow 5 business days for processing.
• Fees for Records: Records sent to a new provider or specialist are free. However, a copying fee applies for records requested by patients, insurance companies, or law firms.
  

After Hours & Emergencies

• For emergencies after hours, please call our office at (480) 961-2366. You will be directed to our on-call service. This service is for emergencies only. We do not refill prescriptions or call in antibiotics after hours.
• Life-threatening Emergencies: In an emergency, please call 911 immediately.
  

Privacy Practices

We have made our privacy practices available for easy download. Please take a moment to review them. If you have any questions, don't hesitate to reach out to us, and we will be happy to assist you.

At Pineapple Health, we are here to provide you with comprehensive primary care in Phoenix and Ahwatukee, including preventive exams, holistic treatments, and ongoing support for your health. Your experience is important to us, and we are dedicated to making your visits as smooth and enjoyable as possible. If you have any questions about our policies or need assistance, don't hesitate to reach out to our friendly staff.