Patient Policy & Practice Guidelines

EFFECTIVE DATE: JANUARY 1, 2026 · ACKNOWLEDGMENT REQUIRED AT REGISTRATION

1. Practice Philosophy & Patient-Centered Care

At Norman Family Medicine P.C., we are committed to providing comprehensive, compassionate, and personalized primary care to our patients and their families. We believe in a collaborative approach to health, where patients are active participants in their care.

Our hybrid model — combining Telehealth, Direct Primary Care, cash-pay, and (pending) insurance services — is designed to maximize accessibility and remove traditional barriers to primary care.

We treat every patient with dignity and respect, regardless of race, ethnicity, gender identity, sexual orientation, disability, national origin, age, religion, payment method, or any other protected characteristic. Discrimination in the provision of care is inconsistent with our values and contrary to applicable law.

2. Overview

We operate as a hybrid practice offering:

·       Telehealth (currently active) in NJ, PA, DE, GA

·       Future in-person care in New Jersey

·       Direct Primary Care (DPC)

·       Cash-pay visits

·       Insurance (pending credentialing)

·       Eligibility: 12yrs or older, reside in NJ, PA, DE, GA

3. Establishing Care & New Patient Intake

To establish care with Norman Family Medicine P.C., new patients must complete the following prior to their first visit:

  • Complete and submit the New Patient Registration Form via our secure patient portal

  • Submit a valid government-issued photo ID and, if applicable, current insurance card(s)

  • Complete all required health history, consent, and acknowledgment forms

  • Select a payment model (DPC membership, cash-pay, or insurance once available) and complete applicable enrollment steps

  • Provide valid credit card or payment information on file as required for your care model

  • Complete any pre-visit telehealth intake forms if your first appointment is virtual

Acceptance of new patients is at the discretion of the Practice and subject to panel capacity. Completing registration forms does not guarantee an appointment or establish a formal patient-provider relationship. That relationship is established upon completion of the first clinical encounter.

Transferring Records

We encourage new patients to arrange transfer of prior medical records from previous providers. We will assist in requesting records with a signed release, but we are not responsible for delays caused by prior providers. Patients are also welcome to bring their own copies of relevant records to the first visit.

4. Appointment & Scheduling Policies

Scheduling

Appointments may be scheduled via our online patient portal, by phone, or through secure messaging (for established patients). DPC members receive enhanced access including same-day and next-day appointment availability and direct provider communication, consistent with their membership tier.

Visit Types

  • Annual Wellness / Preventive Visits: Scheduled in advance; comprehensive health review, preventive screening, and health maintenance.

  • Acute Sick Visits: For urgent but non-emergency health concerns.

  • Chronic Disease Management Visits: Ongoing management of chronic conditions such as diabetes, hypertension, thyroid disorders, etc.

  • Telehealth Visits: Available for appropriate conditions and established patients; new patient telehealth visits may be available depending on state regulations at the time of service.

  • Medication Management Visits: Prescription refills require an active patient relationship. No controlled substances (e.g. opioids, benzodiazepines) prescribed via telehealth.

Visit Length & Scope

Visit times are allocated based on the appointment type selected. Patients are asked to arrive (or log in for telehealth) on time. If you have multiple concerns to address, please mention this at scheduling so adequate time may be allotted. We may need to schedule a follow-up appointment if all concerns cannot be addressed within a single visit.

5. Medicare/Medicaid Compliance Policy (CRITICAL)

  • We do NOT accept Medicare or Medicaid patients for cash services

  • Patients must attest they are not enrolled

  • If discovered after booking:

    • Appointment will be canceled

6. Telehealth Visit Policies

Patient must be physically located in NJ, DE, PA, GA at time of visit.

Before Your Visit

  • Complete any pre-visit forms in the patient portal at least 24 hours before your appointment.

  • Test your device camera, microphone, and internet connection in advance.

  • Be in a private, quiet, well-lit location with a stable internet connection at the time of your visit.

  • Have a list of your current medications and any relevant health information available.

  • Have your pharmacy name, address, and phone number ready in case a prescription is needed.

During Your Visit

  • Log in to the telehealth platform no more than 5 minutes early. If you join more than 10 minutes late, your appointment may need to be rescheduled, and a late cancellation fee may apply.

  • Do not drive, operate machinery, or perform any activity requiring full attention during your telehealth visit.

  • You may be asked to perform certain self-examination steps (e.g., check for swollen lymph nodes, examine a skin lesion with your camera) as directed by the provider.

  • Recording of telehealth visits is prohibited without prior written consent from the provider.

Clinical Limitations of Telehealth

Telehealth does not replace a physical examination. The provider may determine during a visit that an in-person evaluation is necessary and may refer you accordingly.

7. Communication Policies

Secure Messaging

Our preferred method of non-urgent communication is through the secure messaging feature in our patient portal. Secure messages are typically reviewed and responded to within 1–2 business days. Secure messaging is not appropriate for urgent or emergency concerns.

Telephone

Our phone line is monitored during business hours. We will do our best to answer each phone call as it comes into the office. After-hours calls will be triaged by an answering service and directed to on-call resources for urgent matters. Non-urgent calls will be returned the next business day.

DPC Members — Direct Communication

DPC members may have access to direct provider communication (e.g., text or direct messaging) as outlined in their specific membership agreement. This enhanced access is limited to non-emergency clinical questions and is not a substitute for a scheduled visit for new, complex, or acute concerns.

Email Policy

Unencrypted personal email is not used for PHI transmission unless the patient has explicitly acknowledged the risks and consented in writing. General inquiries may be sent to our administrative email; clinical information will be directed to the secure portal.

8. Prescription & Medication Management

Refills

Prescription refills require an active patient-provider relationship and, in many cases, a recent visit. Refills for chronic medications are generally processed for patients who are current on recommended follow-up visits. Allow 48–72 business hours for refill requests. Refills will not be issued for patients with overdue balances or inactive accounts.

ADHD Management & Controlled Substance Policy

 ADHD Diagnosis & Management

Our practice diagnoses and manages Attention-Deficit/Hyperactivity Disorder (ADHD) in accordance with current clinical guidelines. All diagnosis and treatment decisions — including prescribing — are made only after a comprehensive clinical evaluation, formal establishment of care, and verification of the patient's identity and medical history.

Prescription Drug Monitoring Program (PDMP)

This practice adheres strictly to all PDMP requirements. Prescribers are required to check the PDMP prior to prescribing any Schedule II–IV controlled substances, in compliance with applicable state and federal regulations.

 Telehealth Visits — Controlled Substances Not Prescribed

Controlled substances — including opioids and benzodiazepines — are not prescribed via telehealth. This policy applies to all telehealth visits regardless of diagnosis or clinical circumstance.

 In-Person NJ Location — Controlled Substance Prescribing

Once in-person services begin at our New Jersey location, controlled substances will be prescribed only when clinically appropriate and in full compliance with all applicable state and federal laws. The practice reserves the right to decline prescribing controlled substances when doing so is not in the patient's best clinical interest or is otherwise inconsistent with applicable law.

Patient Compliance Requirements

Patients receiving controlled substance prescriptions must comply with any monitoring agreements requested by their provider. This may include urine drug screening, pill counts, follow-up appointments, or other measures deemed clinically necessary to ensure safe and appropriate use

Medication Requests

The provider has sole clinical discretion to prescribe, modify, or decline prescribing any medication. Patients may not dictate specific medications or dosages. Disagreements about treatment plans should be discussed directly with the provider; if unresolved, a second opinion is encouraged.

9. Referral Policy

When a referral to a specialist or ancillary service is clinically indicated, the Practice will facilitate the referral to the best of our ability. Patients should be aware that:

  • Referral to a specialist does not guarantee acceptance by that specialist or that the specialist is in-network with your insurance.

  • Specialist care is billed separately by the specialist and is not covered by your DPC membership or Practice fees.

  • For insurance patients, certain insurers may require pre-authorization for specialist visits; the Practice will assist in obtaining pre-authorization for services it orders but is not responsible for denials by your insurer.

  • Referral information and records will be sent to the specialist with your authorization as part of your care coordination.

10. Financial Policies by Care Model

All Patients

  • A valid payment method on file is required for all patients at all times.

  • Balances not paid within 60 days may be subject to a late fee and/or referral to a collection’s agency.

  • Financial hardship arrangements may be considered on a case-by-case basis. Please speak with our billing team.

DPC Members

  • Monthly membership fee will be charged automatically on the same date each month.

  • Monthly membership fee is due on the billing date regardless of visit frequency.

  • Additional fees apply for services outside the membership scope (e.g., in-office procedures).

  • Membership does not cover labs, imaging, specialist visits, hospitalizations, or medications (unless otherwise specified in your membership agreement).

  • Payment methods accepted: credit card, debit card, HSA card, check, or bank transfer.

  • A one-time enrollment fee of $99 is due at time of sign-up.

  • Flat Monthly Membership fees of $99

  • IF interested in household membership: 2-Persons (5% discount), 3-Persons (10% discount), 4+ (15% discount)

  • DPC membership doesn’t replace insurance, and patients are encouraged to maintain catastrophic insurance

  • All appointment conducted via Telehealth; in-person coming soon to NJ

Cash-Pay Patients

  • Payment is due at time of service. Accepted methods: credit/debit card, HSA card, cash, and check (where applicable).

  • Transparent pricing is provided

  • Comprehensive initial visit: $140, Follow-Up (establish patient): $110

  • Returned checks has a fee of $35 fee. Returned checks that are not resolved within 2 weeks will be turned over to our collection agency.

  • Our fee schedule is available upon request. Fees are subject to change with 30 days' notice.

  • All appointment conducted via telehealth; in-person coming soon to NJ

  • Link will be sent once appointment confirmed

Insurance Patients (Upon Credentialing)

  • Copays and deductibles are due at time of service.

  • You are responsible for understanding your benefit coverage; the Practice will verify eligibility but cannot guarantee coverage for specific services.

  • Please inform our office immediately if your insurance changes.

11. Refund Policy

  • Refunds are NOT provided for completed services

  • DPC membership fees are generally non-refunded

12. No-Show & Cancellation Policy

We ask that you notify us (856-538-2946) of any cancellation or rescheduling at least 24 hours in advance for regular appointments and 48 hours in advance for new patient visits. This allows us to offer appointment times to other patients in need of care.

  • Late Cancellation (less than 24 hours’ notice): A fee of up to $25 may be charged for late cancellations. DPC members may have this waived per their membership terms.

  • No-Show: After the second no-show appointment, a fee of $50 may be charged for missed appointments without cancellation. Repeated no-shows (3 or more in a 12-month period) may result in discharge from the Practice.

  • Telehealth Late Arrival: If you have not joined your telehealth session within 10 minutes of your scheduled start time and have not notified us, the appointment may be considered a no-show.

  • Fees for no-shows and late cancellations are the patient's responsibility and will not be billed to insurance.

13. Patient Conduct & Safe Environment Policy

Norman Family Medicine P.C. is committed to maintaining a safe, respectful, and professional environment for all patients, staff, and providers. The following conduct is prohibited and may result in immediate discharge from the Practice:

  • Verbal abuse, threats, intimidation, or harassment of any provider or staff member

  • Physical violence or threats of physical violence

  • Use of profane, racist, sexist, or discriminatory language toward any person

  • Attempting to obtain medications by deception, fraud, or misrepresentation

  • Providing false information regarding your identity, insurance, or medical history

  • Recording any clinical encounter without prior written consent

  • Inappropriate, sexual, or romantic communications directed at any provider or staff

  • Harassment of staff via phone, messaging, or social media

The Practice reserves the right, as a matter of safety, to terminate the patient-provider relationship immediately (with referral to emergency services if clinically indicated) in response to any of the above behaviors.

14. Medical Records & Information Release

Medical records are maintained in accordance with State law and HIPAA. Patients may request their records at any time via a signed Release of Information form available through the patient portal or by contacting our office. We will process record requests within the timeframe required by law (generally within 30 days, or 60 days with written notice of delay).

  • Records are provided electronically (via portal) or on paper at your request.

  • A reasonable, cost-based fee may apply for copying records; we will inform you of this fee in advance.

  • Records for deceased patients will be released to authorized personal representatives per applicable law.

15. Termination of the Patient-Provider Relationship

Either the patient or the Practice may terminate the patient-provider relationship. The Practice will generally provide 30 days' written notice of termination (except in cases of immediate safety concerns, patient misconduct, or fraud), during which we will continue to provide medically necessary care and assist in transition to another provider.

Grounds for Practice-initiated termination may include, but are not limited to: non-payment of fees, repeated no-shows, fraudulent conduct, violation of these Policies, disruptive or abusive behavior, or loss of the provider's license or ability to serve the patient under applicable law.

Upon termination, you will receive: a copy of your medical records upon written request, a summary of care, and a list of alternative providers or referral recommendations to ensure continuity of care.

16. Minor Patients

Patients under the age of 18 must have a parent or legal guardian consent to care, except where State law permits minors to consent to their own care. A parent or legal guardian of a minor patient may be required to be present for telehealth visits unless the minor is legally permitted to consent independently.

For divorced or separated parents, the parent presenting or scheduling the child for care warrants they have the authority to consent to medical treatment. Any custody-related restrictions must be brought to our attention in writing. We are not responsible for adjudicating custody disputes.

When a minor patient reaches adulthood (age 18), they become their own decision-maker and must provide separate authorization for any continued parental access to records.