Care Programs Terms and conditions
1. When does my program start?
Program commences the day payment is processed by RHMC Staff Member.
2. What if I change my mind?
All programs are non-refundable and non-cancellable from the time of purchase, but any pre-paid services do not expire.
3. What’s not included in a Regenerate Health program?
⁃ The cost of laboratory tests.
⁃ Many lab tests are covered fully or partially by your health insurance plan, however depending on your insurance some may not be covered at all, or may require a co-pay.
⁃ Healthcare services other than those specified above, whether provided by Regenerate Health or others. Administration Services, Services provided other than by Regenerate Health, such as emergency and specialist care, will be billed to you or your insurance plan by those providers.
⁃ Services recommended by Regenerate Health but provided by others, such as acupuncture or lymphatic therapy for example.
⁃ Medications whether prescribed or over-the-counter.
– Administrational functions such as medical letters, medical records preparation for insurance and/or other providers, etc.
4. More on what it means to be in a Program:
Please note that purchasing a program does not mean that you are an investor in or owner of Regenerate Health. It simply means that you have purchased the set of services that come with a particular program and discounts for a specified time.
Services within the Program may not be substituted for other RHMC services.
5. Restrictions for wellness consultation clients:
If you are not in AZ or CA for Dr. ACE or CA for another Regenerate Health doctor we cannot write you a prescription for a drug or medication other than natural supplements. Otherwise we treat you as we treat all other Regenerate Health program participants.
6. What If I feel I need more visits with the doctor than my program includes?
If you wish to purchase additional visits outside of your program, you may purchase those visits a la carte. The cost per visit will depend on the amount of time spent on your care and will be billed in fifteen (15) minute increments at the Doctor’s hourly rate for your entire coordination of care. This does not apply to the Concierge Care Program.
7. What Doctor visits are included in my Program?
Well Kids Program: Up to 45 min appointments are included in your care program.Vitality Program: Up to 60 min appointments are included in your care program.If a program visit extends past the 45/60min for the entire coordination of your care, additional time will be charged a la carte based on 15min increments to cover the duration of your visit. Alternatively you may choose to use a second program visit.Concierge Care Program: no time restrictions, but each appointment will be scheduled based on your needs and the availability in the Doctors schedule for that day.
Simple medical questions can be handled via the patient portal and non-medical questions can be addressed by Regenerate Health staff. Please note, some questions may seem simple but may turn out to be more complex and may require a visit to be booked with the doctor. to appropriately address the concern.Concierge Care Program Participants, please direct administrative questions to staff, otherwise, you may message the Doctor directly for your medical care needs.
8. Messaging etiquette
Any correspondence pertaining to a program participant’s medical treatment, must be done via the online patient portal (i.e. Charm or the then current EHR system). If a question or request is deemed by the Doctor or one of Regenerate Health’s staff to be too complicated or involved for us to respond via the message portal, or they determine that your condition requires an in person exam or evaluation, you may be required to schedule a telemedicine or in person visit instead of responding via the portal.
9. Scheduling and canceling appointments
⁃ Appointments must be scheduled in advance during normal Regenerate Health business hours and, although we will make every effort to accommodate your preferences, scheduling visits will be on a first-come, first-serve basis and will be subject to our team members individual availability.Concierge Care Program has priority scheduling.
⁃ There is a 2 Business Day (not 48 hours) cancellation policy for all appointments. Canceling within 2 business days will result in charge of a 50% of the cost of the visit, charged to the credit card on file (non-participants or program participants with no further visits available on their account) or a forfeit of one of your program visits remaining on your account (participants only). This does not apply to Concierge Program due to unlimited visits.
⁃ No-shows: If you do not show up to a phone/ video telemedicine or in person appointment without appropriate cancellation notice, you will be charged 50% of the cost of the visit to the card on file (non-participants or participants with no further visits available on their account) or a forfeit of one of your program visits remaining on your account (vitality and well kids participants only).
⁃ We guarantee that we will have sufficient availability for you to schedule your doctor visits on a monthly basis. However, should your scheduling preferences not match our availability we are under no obligation to refund or extend your program. To increase the chance that RHMC can meet your scheduling preference, please pre book your appointment at the end of each preceding visit.
– Concierge Care Program participants: While your visits with the Doctor do not have a limit, please be aware that the Doctor is making time for you to review your case and give you the best care possible. We respectfully request that when you make your appointments that you make every effort to keep them. Please also note that our cancellation policy, as notated above, still applies for all other services beyond your time with the Doctor.
10. We are not an insurance plan, do not take the place of a health insurance plan and are not contracted with any insurance plans
We advise all program participants to maintain a separate health insurance plan of their choosing. You should also note that while the Affordable Care Act does not require you to have health insurance on a federal level, some states, such as California, do still have state-level requirements. Please check your state for these requirements, and note that this plan does not satisfy them.
11. We are not your primary care physician
At Regenerate Health we offer functional naturopathic medicine and while we may offer many services that are similar to those provided by a primary care physician, we do not fulfill an insurance company’s requirement that you select a primary care physician in your network, as we do not participate with any insurance carriers.
12. We are not specialists
If you need to be see an OBGYN, a surgeon, or a cardiologist for example, you will be referred appropriately. The costs associated with the services provided by specialists or any other health care providers outside of Regenerate Health are not covered by your Regenerate Health program.
13. We are not an emergency or urgent care center and we are not available 24-hours per day
Our availability is during normal working hours and your ability to reach us or access our services at any given time may be limited. If you or your child require urgent care you should immediately call 911 or contact an emergency care provider such as a local hospital, emergency room or urgent care. The costs associated with emergency care services are not covered by your Regenerate Health program.
14. We do not bill insurance companies
⁃ The cost of any services provided by Regenerate Health which are not included in the program fee will be required at the time of service.
⁃ Non-Regenerate Health medical expenses such as lab tests and prescription medications may be covered by a program participants health insurance plan per that plan’s rules.
⁃ Regenerate Health will not submit a medical claim to insurance on your behalf. We cannot assist you with claim resolution for our services beyond providing a superbill upon your request. We will provide you with the detailed billing summary that you may submit to your insurance for reimbursement. There may be procedures or lab tests that are not covered depending on your plan’s rules.
15. About Lab Tests
– Any lab coordination fees required to coordinate successful lab results payable to RHMC will be due at time of service. This fees are included in the Concierge Care Program for unlimited labs.
⁃ Many lab tests ordered by a Regenerate Health doctor will be billed directly to your insurance by the lab.
⁃ Many lab tests we offer as part of our functional naturopathic medicine testing program may not be covered by insurance and in these cases you will be charged a fee for a particular test by the lab or through Regenerate Health.
⁃ We will make every effort to make you fully aware of any additional lab fees that may be incurred and to give you the opportunity to choose which lab tests you feel comfortable paying for.
⁃ You are under no obligation to purchase any specialty testing.
⁃ As a Concierge Care Program participant (for all other program participants, these collections are not included in your program fee) you are not charged to have your lab specimen collected by our staff at the Regenerate Health office(s). You may also elect to have your specimen collected at a local collection center of your choice such as a Quest lab facility, in which case we will provide you with the documentation you need via the patient portal, but additional fees may be incurred.
⁃ If your particular insurance company only pays for bloodwork done at a particular lab facility like Pacific Diagnostic Labs, you must inform us of this in advance of having bloodwork done. Most insurance plans cover labs done by major national labs. However, specialty labs with cutting-edge diagnostics may not be covered.
16. Your Regenerate Health program is personal to you or your child
…and may not be shared, assigned or transferred to anyone else even if you are not using it. Regenerate Health DOES offer employers the opportunity to provide Regenerate Health’s services to their employees on a discounted group basis. For more information on this, please contact us directly at [email protected].
17. Where we are
Regenerate Health’s services are available at our Santa Barbara office, located at 1933 Cliff Dr. #27B Santa Barbara, CA 93109, and, of course, remotely via phone, video (telemedicine), the web and email as noted above.
18. Before your first visit
Prior to your first scheduled visit with Regenerate Health you will be required to provide medical and health background information and sign certain releases/authorizations and other documents regarding the care to be provided by Regenerate Health and your personal information via our electronic patient portal. You will not be able to access our medical care services until these electronic forms are completed as required. Instructions for completion will be provided separately.
To officially become a participant of your Care Program with Regenerate Health please indicate your agreement with the terms described above by signing below.
This action will create a contract between you (“Care Program Participant” aka “Participant”) and Regenerate Health (“RHMC”) which may only be amended or supplemented in writing signed by Participant and RHMC. You will become a Participant when you receive written notification from our office following our receipt of your electronically signed and/or paper signed copy or both, of this agreement, your care program investment payment and any additional information we may request.
Please note that this is a non-cancellable 12 month contract that will continue on subsequent successive like terms, unless not less than 30 days prior to the end of any non-cancellable 12 month term, Participant or RHMC provides notice in writing of their desire to not renew. A separate payment agreement will be signed to acknowledge the payment terms.
