Patient Guide
Our most important goal at Wallace is to assist you on finding the best road to good health. Together we can accomplish great things, but it requires a partnership built on communication! We invite you to communicate openly and honestly with our staff related to any concerns or special needs you may have. Below you can find step-by-step information on what to expect as a patient at Wallace. If you have additional questions, please ask!
Appointments
How do I make an appointment?
- Name, Address, Phone Number
- Birthdate
- Do you have insurance?
- What would you like to be seen for? Have you been to our clinic before?
What can I expect at my first appointment
Your first appointment will likely be a longer appointment. We ask you questions, and you can ask us questions!
Some questions will be asked by the receptionist, some filled out on a piece of paper, and, of course, many questions will be shared between you and your medical team.
If you’re driving to your appointment, use this Parking Map (PDF) to help find a place to park at our clinic.
What do I need to bring to my first appointment?
- Your insurance information, if you have any
- Proof of income
- Emergency contact information
- List of medications/pill bottles
What are my payment options?
Wallace is happy to assist you in finding out what financial assistance is available to keep you on the road to good health. We are interested in helping you stay healthy all of the time and access regular appointments without worrying about how much cash you have in your pocket!
Options for Paying for My Visit:
- If you have health insurance, we can bill your insurance (Click here to find out what insurances we accept).
- If you don’t have health insurance, but you qualify for it, we can help you apply for insurance and bill your insurance (click here to go to health insurance enrollment assistance).
- Wallace serves all patients regardless of the ability to pay. We offer discounts on services through our Sliding Fee Discount Program. Eligibility for this program is based on family size and income. For more information, please see a member of our reception staff.
Can I bring my pet?
Unfortunately, the building our clinic is in does not allow pets. Thank you for your understanding and cooperation.
Rights & Responsibilities
Your Rights
Access. You will have access to care, regardless of your ability to pay.
Respect. You will be treated with dignity and respect, no matter who you are or how you identify. Wallace does not tolerate harassment for any reason.
Timely treatment. You will receive timely attention to your health care needs, including a response to non-urgent medical questions within 48-72 business hours.
Privacy. Your health information will be kept private and confidential.
Clarity. We will clearly explain your health conditions, services we provide, treatment options, risks and benefits of those options, expected outcomes, and the expected cost of your care. If you need a translator, we will provide one at no cost.
Wallace does not discriminate against any employee, volunteer or client on the basis of race, color, cultural heritage, national origin, religious or spiritual beliefs, age, gender or gender identity, sexual orientation, marital status, physical or mental disability, political affiliation, source of income, veteran status or any other status protected under local, state, or federal law. This policy extends to all personnel decisions, terms and conditions of employment, vendor contracts and provision of services. Wallace does not tolerate harassment for any reason. Respect for the dignity of others shall be the guiding principle for our relations with each other.
Your Responsibilities
- Arrive to your appointments on time. Call ahead at least 24 hours if you need to cancel or change an appointment. If you miss an appointment three times in one year without giving at least 24 hours’ notice, your ability to schedule appointments at our clinic will be limited for a time. Download our Patient Attendance Policy (PDF)
- Ask questions about anything you do not understand. Being engaged in your health care is the best way to make sure your primary care provider and health care team provide the best care possible. They want you to speak up!
- Tell us if you have concerns about your care. You can submit a grievance in writing, by phone, or in person. Our goal is to address and resolve concerns quickly, fairly, and respectfully.
- Pay for the services you receive. You may qualify for a sliding fee discount.
- Notify us of any changes related to your contact information, insurance, and health history.
- Always confirm co-pays or out-of-pocket costs with your personal insurance plan
