Office Policies

Office Hours

• Monday & Wednesday 9:00 AM to 5:00 PM, Tuesday & Thursday 8:30 AM to 3:00 PM. 
• We are closed on Fridays an all National Holidays.
• When we are out of the office for vacation, conferences or personal reasons, there is always a doctor on call, almost always Dr. LaFace. She also shares some weekend calls with Cayuga Family Medicine
• Please call the office to reach the on call doctor for urgent matters. For non-urgent matters, leave a voicemail or send us a portal message and we will respond within two business days.
• Reaching us during and after hours: 
• For non-urgent matters, use the patient portal rather than calling us if possible. 
• If you call during office hours and we are unable to answer, please leave a message and we will respond as soon as possible.
• Please call after hours only for urgent concerns that can not wait until the office reopens. Do not call after hours for medication refills, scheduling appointments or to discuss a non-urgent matter.
• If you are experiencing a medical emergency, please call 911 or proceed to the nearest emergency room.

Portal Policy Guidelines for Safe and Effective Electronic Communication

• We encourage the majority of communication through messaging on our patient portal. This allows us to receive and respond to your message in the safest and most efficient manner.
• We require all patients to sign up for and use the portal prior to their first appointment (we do make rare exceptions to this policy).
• New medical concerns require an office visit in person or via telehealth.
• We will respond to your portal messages within 2 business days.
• Do not send us messages about urgent matters on the portal. Please call the office if you have a medical concern that requires prompt attention, or make an appointment to be seen. If you are having an emergency, call 911.

Online Registration

• We require online patient portal registration and completion of your online health history form at least 2 days prior to your first appointment.  
• Patients who do not complete the form at least 2 days prior to the appointment will be subject to cancellation and may reschedule once the health history is completed.

Online registration tips:

• Completion of your health history on the portal must be completed on a computer or tablet, not on a cell phone.
• Use Safari or Chrome. Do not use Firefox.
• The email link only works one time. Be prepared to spend up to 60 minutes to complete it in one sitting (shorter duration for simple medical histories).
• Before completing your health history on Athena’s portal, have all medical information available including allergies, medications, medical problems, surgical history, family history, menstrual history, etc
• On-line registration can be done 10 days prior to the appointment. You will receive an email reminder 5 days before your appointment to complete the registration.
• Please contact us if you have any difficulty with online registration.

Mask Policy

• Masks are required for all patients when the level of respiratory infections in Tompkins County exceeds a safe level. When the level is low, masks are optional.
• As part of Cayuga Health Partners (CHP) our office will follow the guidance of both CHP and Tompkins County Department of Health.
• We require patients with respiratory illnesses to wear a mask in the office.

Well Visits / Annual Exams

• Yearly well visits are an important part of maintaining your health and wellness. We encourage all patients to schedule an annual exam to review preventative care and recommended screenings.
• If new health problems arise at your annual exam we may need to prioritize these concerns and reschedule the annual exam. If an annual exam and problem visit occur simultaneously we may file a separate additional claim for this portion of the appointment, which can result in a co-payment. 

Chronic Conditions

• Conditions that require medication typically need routine monitoring with regular visits every 3 to 6 months.

Medication Policy

• Please submit refill requests through the patient portal or by calling your pharmacy several days prior to running out of your prescription. 
• Allow 72 business hours for refills to be processed. 
• We may contact you to schedule a visit to review and discuss your health and medications.
• New medications require an appointment. 
• Antibiotics and controlled substances (such as narcotics) will not be prescribed without a visit.
• Regular use of controlled substances will require a signed agreement between the patient and the doctor.

Tips for an Effective Office Visit

• Make a list of concerns, but prioritize. We want your health needs to receive the attention they deserve. Our office gives patients longer visits than in a traditional primary care office, but time is not unlimited. 
• Bring all medications and supplements you are taking to the appointment.
• Understand your prescription plan. Your insurance company and pharmacy can help you obtain information about preferred medications. 
• Find out if you are eligible for a 30 or 90 day supply of your medications from your local pharmacy or a mail order pharmacy so that prescriptions can be written as cost effectively as possible.