Policies

We have regular hours of operation.

We are open Monday through Friday 9am to 5pm and on weekends by appointment only. We are closed on the following holidays: New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and the day after, Christmas Eve, Christmas Day, and New Year’s Eve. 

We are available after hours when you need us.

We understand that kids get sick at night, on weekends, and on holidays! We are available when the office is closed for urgent medical concerns. We also have a symptom checker and dose calculator available to all our patients on our website that we encourage you to use. 

We require you sign up for and use the Patient Portal.

We REQUIRE that each family sign up for and use the patient portal as the MAIN MODE OF COMMUNICATION, especially for completing pre-visit paperwork and screenings, and refill requests. The Portal gives us secure access to charts, labs, and your messages after hours and when we are not in the office. Considering this, we will use the portal for:

1. All routine communications, including SCHEDULING ROUTINE VISITS

2. Updates for the doctors

3. All refill requests, form requests, and school note requests

4. It is how you will access your child's entire medical record including LAB RESULTS

5. It is how you will receive all BILLS when a balance is due. If you do not check your portal and your account becomes overdue, we will be forced to follow our Financial Policy procedures.

By signing, you authorize Complete Care For Kids to deliver or cause to be delivered the following types of messages by text messaging and/or email using an automatic notification system: Appointment reminders, Visit recalls, situational/seasonal service suggestions (such as flu shot clinics), requests for feedback, or balance due reminders.

We require that each family sign up for CC4K Autopay

Our CC4K AutoPay service makes your office visits easier, your check-ins and check-outs faster and paperless, and your bill-paying a whole lot easier. You do not have to write your credit card number down nor do we save it anywhere. We enter your card number once into the secure CARDPOINTE gateway, and that’s it. Your card number is scrambled and encrypted and stored safely by CARDPOINTE not us. We will not charge your card without prior authorization from you.

Preventive care is a priority and required of our patients.

We do not only want to see you when your child is sick! Well child visits are vital to maintaining the health of children. At well visits we are looking at weight, height, conducting vision, hearing, and developmental screenings, which are necessary to ensure proper growth. Well child visits are required at the following ages: newborn, 2 weeks, 2 months, 4 months, 6 months, 9 months, 12 months, 15 months, 18 months, 2 years, 2 ½ years, 3 years, and once a year thereafter. Failure to maintain regular well child exams will result in dismissal from the practice. 

We offer same day sick appointments.

We understand that when your child is sick, you’d like for them to be seen in a timely manner. We are not a walk-in clinic, but we offer same day sick appointments during our regular office hours. Please call us to schedule a same day appointment. 

We prescribe antibiotics only when needed.

Antibiotics treat bacterial infections, but not all illnesses are caused by bacteria. In fact, most illnesses in children are caused by viruses. Our promise to you is that we will use our pediatric diagnostic and exam skills to determine if your child needs an antibiotic, and if they do, we will prescribe the correct one and the correct dose. We do not routinely prescribe antibiotics over the phone. 

We refer to specialists when necessary.

Most pediatric concerns can be diagnosed and managed in our office. However, if your child needs specialized care, we will discuss this with you and coordinate the referral for you. We require a visit with our practice before any referrals are made.

We strive to be on time.

We know that life is busy and that all of us have many obligations every day. We understand the need to stay on time, and we strive to do so. On occasion there are unexpected issues that arise which cause us to be behind. Usually these are related to patient care- for example, a patient prior to your visit needed more time for a complex issue or needed to be seen urgently because they had breathing difficulties. We will do our best to communicate with you if we are significantly behind so that you are never left wondering. We ask that you communicate with us if you are going to be late or need to cancel an appointment. Arriving more than 15 minutes late may result in the need to reschedule your visit. 

Cancellation/No-Show Policy

Appointments are in high demand, and your early cancellation will give another person the possibility to have access to timely medical care. To cancel appointments, please call (804) 223-5437. If you do not reach the receptionist, you may leave a detailed message on the voice mail.

A “no show” is someone who misses an appointment without canceling it 24 business hours in advance of your scheduled appointment. No-shows inconvenience those individuals who need access to medical care in a timely manner. A failure to present at the time of a scheduled appointment will be recorded in the chart as a “no show”. If there is a second “no show” for your family, a fee of $50.00 will be billed to your account and sent to your home. This fee covers administrative tasks associated with your appointment. This fee will need to be paid in full before scheduling any further appointments. Three follow-up “no shows” for a family in a 12-month period will result in discharge from the practice. With few exceptions, we will not reschedule patients who miss their first appointment with our practice without notifying us. 

We do not tolerate verbal or physical aggression towards our staff.

All our staff is committed to providing the best possible care to your children. Any family/parent/representative/caregiver, etc.. who yells, becomes verbally or physically aggressive, makes threats to our staff, or uses profanity will be dismissed from the practice without exception. We want our office to be a safe place for patients and employees alike.

• We believe in the effectiveness of vaccines to prevent serious illness, to promote health and wellness, and to save lives.
• We believe in the safety of vaccines.
• We believe that children and young adults should receive all of the recommended vaccines according to the schedule published by the Centers for Disease Control and Prevention and the American Academy of Pediatrics.
• We believe, based on all available data, scientific literature, current studies, and evidence-based medicine, that vaccines do not cause autism or other developmental disabilities.
• We believe that thimerosal, a preservative that has been in vaccines for decades, and that remains in a only a few vaccines today, does not cause autism or other developmental disabilities.
• We believe that vaccinating children and young adults is the single most important health-promoting intervention we perform as health care providers, and that you perform as parents/caregivers.
• We know, and want you to know, that the recommended vaccines and their schedule are the results of years and years of scientific study and research, with data gathered on millions of children, by thousands of our brightest scientists and physicians.
• We understand that there has always been, and will likely always be, discussion surrounding vaccination. But that discussion does not change the facts, or the science, or the evidence about vaccines.

We write this statement not to scare you or coerce you, but to make you aware of the facts, and to emphasize the importance of vaccinating your child. We recognize that the choice may be emotional for some parents. So we will do everything we can to support you, and to help you understand that vaccinating according to the schedule is the right thing to do.

Please understand, however, that delaying or “breaking up” the vaccines to give one or two at a time over two or more visits goes against expert recommendations, and can put your child at risk for serious illness or even death. Doing these things goes against both our medical advice and our core principles at Complete Care For Kids. Should you choose these options, you will be required to sign a “Refusal to Vaccinate” acknowledgement in the event of lengthy delays.

As medical professionals, we know that vaccinating children on schedule with currently available vaccines is absolutely the right thing to do for all children and young adults. We will, however, work with you on an alternative schedule as long as your child will be fully vaccinated with all CDC/ACIP/AAP recommended vaccines (excluding Influenza and COVID) by the age of 2 years and all of the vaccines for school aged children that are required to attend public schools in the state of Virginia.

If you refuse to vaccinate your child despite all our efforts and recommendations, we will ask you to find another health care provider who shares your views.

We’re always happy to answer any questions, or to discuss any concerns, you may have about vaccines.

Dr. Lee & Dr. Blakey

Financial Agreement and Guarantee

I accept full and complete financial responsibility for all medical services rendered to the registered patient(s) and agree to all insurance co-payments, deductibles, and coinsurance that may be required under the terms of my medical insurance policies, as well as pay for any medical care that is considered a “non-covered” service under the terms of my medical insurance plan. This includes any fees incurred for medical record paper or memory device copies and after-hours phone calls. I further acknowledge, understand and agree, that in the event that I fail to make such payments in accordance with the payment policies of Complete Care For Kids, or in the event of default of my financial obligation to pay for services rendered, Complete Care For Kids may terminate the “doctor-patient” relationship with the registered patient(s) in accordance with the Code of Virginia. Furthermore, in the event of my default of my financial obligation, should my account be turned over to an external collection agency for non-payment, I agree to pay any associated collection costs.

I understand that Complete Care For Kids may not take my insurance and that it is my responsibility to confirm that Complete Care For Kids or its physicians are participating providers in my insurance network. I agree to pay any and all fees associated with services rendered at the time of the visit unless I’ve made prior arrangements with Complete Care For Kids.

In the event the patient(s) are not covered by a medical insurance plan, I will be required to pay any and all fees associated with services rendered at the time of the visit unless I’ve made prior arrangements with Complete Care For Kids. I understand that this balance must be paid in full at or before the next visit.

We will notify you of any balance due on the family account by sending a BILL via the Portal. It is your responsibility to open and read all Portal messages. We will make 3 attempts to inform you by sending a portal message and text. If the balance is not paid within 90 days nor payment arrangements made, we will be forced to engage a Collections Agency.

Copayments and Deductibles:

Depending on your insurance policy, a co-payment and/or deductible or coinsurance may be required at the time of service. Payment may be made in cash, by check or by credit card. We also accept Health Savings Account (HSA) cards for payment. Please note that the co-payment is a contractual requirement from the insurance company and cannot be written off by the clinic. If you participate in a High Deductible Health Plan (HDHP) and have not yet paid your deductible in full, it is likely that any non-preventive services will require payment at the time those services are rendered. Coinsurance may apply even after meeting your deductible.

 

Why there may be a copayment due at the time of a Preventive Service Visit (Well Child Visit)

-The purpose of a Preventive visit is to review overall health, growth, and development and to identify risks and concerns that may get in the way of a child thriving. There are certain screenings we will do based on the recommendations of the American Academy of Pediatrics, discuss ways to promote development, answer questions regarding these subjects, and give any age-appropriate vaccines.

- The purpose of an Office visit is to discuss or get treated for a specific health concern or condition. You may have to pay for the visit as part of your deductible, copay and/or coinsurance, depending on your insurance plan.

Unfortunately, at this time, MOST insurance companies WILL NOT pay for an Office visit to occur at the same time that a Preventive visit is done. Therefore, if your child is found to be ill when they arrive for a Preventive visit, we will address the illness and re-schedule the Preventive visit. In addition, if your child is on any chronic medications, for ADHD, Depression, Anxiety, or Asthma for example, we require that they have a medication visit every 3 months, unless otherwise arranged with the physician. These visits need to occur separate from the annual Preventive visit. We will do our best to accommodate work and school schedules and utilize telemedicine when appropriate.

Financial Arrangements:

Because we realize that every person’s financial situation is different, we provide a variety of payment options. For your convenience, we accept all major credit cards and checks. (Returned checks will be subject to a $35 returned check fee). If the check is returned for any reason, you will have 7 days to contact our office and arrange another form of payment. We strongly encourage everyone to enroll in CC4K Autopay.

Authorization For Release Of Information:

I hereby authorize Complete Care For Kids to disclose all or any part or the contents of the medical record of the patients provided for and named in the Patient Registration to such insurance companies, organizations, or agencies that may be concerned with the payment of medical services rendered to the registered patient(s) consistent with the Health Insurance Portability and Accountability Act (HIPAA). This authorization is given with full knowledge and understanding that such disclosure may contain information which may result in a valid denial of insurance benefits, or which otherwise may not serve the interests of the registered patient(s) or myself.

Assignment of Benefits:

I hereby authorize release of information necessary to file a claim with my insurance company and assign payment of all medical benefits to Complete Care For Kids. In addition, I authorize the release of my child/dependent’s medical information by or between my treating physician and my insurer, HMO, health benefits payer, or any other entity (including but not limited to third party administrators, management companies, and provider networks) included in the administration of my child/dependent’s health benefits.

 

Patient/Parent/Guardian Responsibility:

I understand that whoever accompanies my child to their appointment has authorization to consent to medical care as needed, and is responsible for payment of medical services. I acknowledge my responsibility for payment of all services provided by Complete Care For Kids in accordance with the practice’s fees and terms. In the cases where a parenting plan exists, the parent that brings the child in for the appointment is considered the guarantor and is responsible for payment.

Late Fees:

Unless previous arrangements have been made, I understand that my account becomes delinquent if not paid within 30 days after billing and the unpaid balance becomes subject to a monthly finance charge of 1.5% (18% APR) or $35, whichever is greater. Any further delinquency will warrant the balance and any administrative fees being assigned to a collection agency.

Your Payments are Quick and Easy

When you are checking in from your car and have a co-pay, you don’t have to do a thing. We charge your account and email you a receipt. If, after we bill your insurance, you have a balance due, you don’t have to deal with the hassle of billing statements or making payments. We just charge your account and email you a receipt. It’s as easy and convenient as iTunes or Amazon, but we do the clicking for you! For any amount over $100, we’ll contact you directly before we charge your card. If you approve the amount and want to pay it all at once, we’ll process your AutoPay as usual. If you can’t or don’t want to pay it all at once, we’ll work with you to set up a payment plan. It will always be your choice..

Your Information is Safe and Secure

We enter your card number once into the secure CARDPOINTE gateway, and that’s it. Your card number is scrambled and encrypted and stored safely by CARDPOINTE not us. It is just as safe as Apple Pay, iTunes or Amazon or any other reputable online retailer. Your information is protected by a payment gateway, kept off-site, and inaccessible to all CC4K employees, so it’s even safer than it is at hotels or restaurants or anywhere else you hand over your card or enter your credit card number to pay for bills. We DO NOT store your credit card information on our computers. We DO NOT store your credit card number in the medical record. In fact, once we enter the credit card number into the secure CARDPOINTE gateway and press submit, we only see the last 4 digits EVER.

Your Receipts are Instant and Electronic

No billing statements. No balances. No paper of any kind. When you use CC4K AutoPay, you never lose a receipt or forget to pay a balance. Your payments are processed automatically, you get an instant receipt in your email inbox, and you always have clean, up-to-date records from your account. If you have a question about a charge, just call us or email us back, and we’ll be happy to help. If you were charged too much, we’ll refund you immediately.

You Save Time and Money (and Trees)

With CC4K AutoPay, everything is easier, faster, and cheaper. In the office, check-in and check-outs are quicker and simpler, because you don’t have to worry about fees or co-pays. At home, you don’t have to wait for, or deal with, balances and billing statements. You help us use a whole lot less paper, which helps both our environment and our communities.

What if I don't have a credit card?

If you don't have a credit card, you can continue to pay for all services and co-pays in cash.

Does CC4K AutoPay work with Health Savings Account cards?

Absolutely! It works exactly the same way as it does with other credit cards.

We pride ourselves on providing only the highest quality care for your child and do this by following many of the American Academy of Pediatrics clinical guidelines and other trusted sources for evidenced-based clinical outcome information.

However, insurers rarely keep pace with guidelines, or want to cover services related to meeting these clinical recommendations. In fact, insurance company rules and policies change all the time. As prompt and appropriate treatment of your child is of primary importance to us, we ask that you sign a ‘waiver’ giving us permission to perform screenings, tests and non-covered services as we, your trusted providers of care, deem necessary. 

Following is a list of the most frequently provided services for which we request a signed waiver and that you can use to determine coverage with your insurer.

Vision Screening

• Snellen Testing. This is a simple screening performed with the use of a Snellen eye chart used to measure visual acuity in children 4-15 years old
• Visual Evoked Potential testing (or VEP). This is an important test for early detection of eye and vision problems in infants and young children. Amblyopia (or ‘lazy eye’) occurs when the brain does not receive proper images from the eye. If it is not diagnosed in early childhood, there may be a permanent loss of vision in the affected eye. (99174) As we consider these to be important tests for your child, and will routinely perform them at the 1, 2, and 3 year well visits and as needed if concerns arise, if your insurer does not cover the charge, we will significantly discount the amount. For Snellen tests we will not charge you at all, and for VEP tests the discounted price is $15.00.

Hearing Screening

• Not only do we believe that hearing screens should be performed every year, but testing is required for most preschools, public and private schools, and for sports. As we consider this to be an important test for your child, and will routinely perform it at annual well visits, if your insurer does not cover the charge, we will significantly discount the amount to $15.00 per test. (92551)

Developmental Testing

• Developmental and Behavioral Health screening (including standard pediatric developmental screening (96110) done at well-visits, depression, anxiety, and ADHD screenings (96127), Edinburgh post-partum depression screening,(996161) etc) are very important in the assessment of any development delays or potential problems. As we consider these to be important tests for your child, and will routinely perform them at annual well visits, if your insurer does not cover the charge, we will significantly discount the amount to $10.00 per test.

In-office Lab Test

Often, patients want to know as soon as possible if their child has the flu, strep, COVID, Mono, RSV etc. We can effectively and efficiently determine that by performing in-office testing. Many insurers do not pay for in-office testing because they have contracts with external labs to provide these services. However, sending tests out to external labs results in waiting days for results that we can provide to you much more quickly (in some cases, within minutes or overnight). We believe it is important to treat your child as quickly as possible, and therefore offer these services in-office.

Noticy of Privacy Practices

THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT YOU MAY BE USED AND DISCLOSED AND HOW YOU CAN GET ACCESS TO THIS INFORMATION.

Federal Regulations developed under the Health Insurance Portability and Accountability Act (HIPAA) requires that the practice provide you with this notice.

Uses and Disclosures

• Treatment. Your health information may be used by staff members or disclosed to other health care professionals for the purpose of evaluating your health, diagnosing medical conditions, and providing treatment.
• Payment. Your health information may be used to seek payment from your health plan, from other sources of coverage such as an automobile insurer, workers compensation carrier or from credit card companies that you may use to pay for services, or consumer reporting agencies relating to collection of premiums or reimbursement.
• Health care operations. Your health information may be used as necessary to support the day-to-day activities and management of Complete Care For Kids. For example, information on the services you received may be used to support budgeting and financial reporting and activities to evaluate and promote quality.
• Law enforcement. Your health information may be disclosed to law enforcement agencies to support government audits and inspections, to facilitate law enforcement investigations and to comply with government mandated reporting.
• Coroners, Medical Examiners, Funeral Directors, Organ Donation. Your health information may be disclosed to coroners and/or medical examiners for purposes of identification, determining cause of death, or other duties as required by law. Funeral Directors may need your health information in the performance of carrying out their duties. Your health information may also be used and disclosed for the purpose of cadaveric organ, eye or tissue donation.
• Public health reporting. Your health information may be disclosed to public health agencies as required by law. For example, we are required to report certain communicable diseases to the state’s public health department.
• Other uses and disclosures require your authorization. Disclosure of your health information or its use for any purpose other than those listed above requires your specific written authorization. If you change your mind after authorizing a use or disclosure of your information you may submit a written revocation of the authorization. However, your decision to revoke the authorization will not affect or undo any use or disclosure of information that occurred before you notified us of your decision to revoke your authorization.

Additional Uses of Information

• Appointment reminders. Your health information will be used by our staff to send you appointment reminders.
• Information about treatments. Your health information may be used to send you information that you may find interesting on the treatment and management of your medical condition. We may also send you information describing other health-related products and services that we believe may interest you.
• Fund Raising. Under HIPAA guidelines, your health information may be used in fund-raising efforts unless you specifically request the information withheld. Complete Care For Kids will not use your information for any type of fund- raising endeavor.
• Research. Your protected health information will not be disclosed for research, unless written authorization is obtained.

Prohibited Uses and Disclosures for Protected Health Information

• Genetic information for underwriting, determination of eligibility and benefits, computation of premium or contribution amounts, application of any pre-existing condition, and other activities related to the creation, renewal, or replacement of a contract of health insurance or health benefits. Written authorization is necessary.
• The sale of protected health information by the health care provider or its business associates for a fee. A cost-based fee for preparation and transmittal purposes to an authorized provider or insurance company is permissible.

You have certain rights under the federal privacy standards. These include:

• The right to request restriction on the use and disclosure of your protected health information
• The right to receive confidential communications concerning your medical condition and treatment
• The right to inspect and copy your protected health information
• The right to amend or submit corrections to your protected health information
• The right to appoint someone your medical power of attorney or legal guardian, that person can exercise your rights and make choices about your health information
• The right to receive an accounting of how and to whom your protected health information has been disclosed
• The right to receive a printed copy of this notice

Complete Care For Kids Duties:

• We are required by law to maintain the privacy of your protected health information and to provide you with this notice of our privacy practices.
• We are required to notify you of a breach, no later than 60 days after the discovery, which results in the compromise of security or privacy of your protected health information.
• We are required to abide to the privacy policies and practices that are outlined in this notice.
• We are required to abide to the US Department of Health and Human Services, Office for Civil Rights, HIPAA Regulation Text, 45 CFR Parts 160, 162, and 164.

Right to Revise Privacy Practices.

As permitted by law, we reserve the right to amend or modify our privacy policies and practices. These changes in our policies and practices may be required by changes in federal and state laws and regulations. Upon request, we will provide you with the most recently revised notice on any office visit. The revised policies and practices will be applied to all protected health information we maintain.

Request to Inspect Protected Health Information.

You may generally inspect or copy the protected health information we maintain. As permitted by federal regulation, we require that requests to inspect or copy protected health information be submitted in writing. Due to time allotments, you will be contacted to schedule an appointment with our medical staff for this purpose.

Concerns.

If you would like to submit a comment or complaint about our privacy practices, you can do so by sending a letter outlining your concerns to:

Complete Care For Kids

Attn: Privacy Officer for HIPAA

13204 Hull Street Rd.

Midlothian, Va 23112

If you believe your privacy rights have been violated, you should call the matter to our attention by sending a letter describing the cause of your concern to the same address. You will not be penalized or otherwise retaliated against for filing a complaint.