Office Policies & Procedures SoVous Med Spa NYC

OFFICE HOURS

Our office is available Monday, Tuesday, Wednesday & Friday 9:00am to 5:00pm and Thursday’s 10:00am to 6:00pm, and may be reached at (212) 575-1457. Our Clinicians are available after hours for emergencies only by calling our phone number and leaving a message. Your call will be returned by the person responsible for call that day. If you need an appointment, prescription refill or test results, please call during regular business hours.

---

APPOINTMENTS

SoVous is committed to providing quality care to our patients. To ensure timely continued care, we encourage patients to schedule appointments in advance of follow-up due dates. When calling for an appointment, please provide your name, telephone number, chief complaint/reason for visit, as well as any updated contact information.

While we strive to schedule appointments appropriately, emergencies and delays can and do occur. We strive to give all of our patients the time that they require. For this reason, we kindly request your patience and understanding should a delay or rescheduling become necessary on your appointment date. To ensure quality care, SoVous, does not treat patients we have not seen (i.e., we will not call in prescriptions or offer medical advice for patients prior to their initial visit). Follow up may be required to be scheduled after treatment has been completed so that results may be reviewed together and an effective and appropriate plan for your care can be determined.

---

CANCELATION POLICY

In order to be respectful of the needs of our patients please be courteous and call SoVous promptly if you are unable to attend an appointment. This time will be reallocated to someone who is in need of treatment. This is how we can best serve the needs of our patients.

If it is necessary to cancel your scheduled appointment we require that you call one (2) working days in advance. Appointments are in high demand, and your early cancellation will give another person the ability to have access to an appointment.

---

"NO SHOW" POLICY

A “no show” is someone who misses an appointment without canceling it within two (2) business days of their 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 your medical chart as a “no show.” An administrative fee of $200.00 will be billed to your account.

You will be sent a letter alerting you to the fact that you failed to show for a scheduled appointment and did not cancel the appointment within two (2) business days in advance along with the bill for the administrative fee. A copy of the letter will be placed in your medical record. Three (3) “no-shows” within one (1) calendar year will result in a temporary suspension of services.

In order to reinstate services, you will be required to meet with your Primary Care Physician within 30 days of the third no show letter to evaluate your situation. In the event you do not respond and/or schedule an appointment within 30 days, we will consider your patient status as terminated.

**Please note that No-Show charges are patient responsibility and will not be billed to your insurance company.

---

INSURANCE

SoVous Aesthetics offers cosmetic procedures that are not covered under insurance. Most flex spending accounts can be used. Please check with your provider. Occasionally, a procedure will be performed that can be submitted under your insurance. SoVous is happy to provide you with accurate information for you to self-submit for reimbursement. SoVous is not responsible for failed reimbursement claims. If you have specific questions regarding your insurance, please contact our billing department at (212) 575-1457.

---

PAYMENT

SoVous Aesthetics accepts cash, personal checks, MasterCard, Discover, Visa and American Express. It is the policy of SoVous Aesthetics to make all reasonable attempts to collect outstanding balances’ should they accrue, including, convenient payment arrangements. Following these attempts, accounts in poor standing will be outsourced to a third party for the purpose of collection.

---

SKIN CARE RETURNS & EXCHANGES

If you wish to return a retail item for a refund or exchange you may do so within 1 week of purchase. Items must be unopened, unused and in original packaging. We reserve the right to deny any return/exchange if item(s) do not meet these criteria. Sale items and gift cards are non-returnable and considered final sale. We do not refund or reimburse return shipping costs or deposits.

---

FORMS & LETTERS

We understand that at times, various forms or letters may be required to assist you with your healthcare needs. The staff at SoVous Aesthetics will be happy to complete forms and write medical letters as necessary upon your request. However, because this can be time consuming, please allow 7-10 days for completion of requested forms/letters.

---

MEDICAL RECORD

Per HIPAA guidelines, copies of medical records must be requested in writing. To ensure your privacy, a form for release of medical information must be completed prior to receipt of these materials. All patients can request a copy of their medical records one time, free of charge. Additional copies may be requested at a cost of $0.75 per page. The law allows Medical Offices 30 days to complete requests for records. However, our medical records department puts forth every effort to respond to these requests in a timely manner.

---

PRESCRIPTION REFILLS & PHARMACY INFORMATION

Please inform SoVous Aesthetics of which Pharmacy you use and update us if this should change. Please allow one to two business days for refill requests. We encourage our patients to review their medications prior to their office appointments and to request refills at that time, if needed. Please note that we do not fill Narcotic Medications or order Antibiotics over the phone. Our Practice does not routinely order Narcotic Pain Medicine, therefore you may be required to obtain these medications through Pain Management.