Office Policies
New Patients
As of September 6, 2023, we are not accepting new patients at this time.
Please note, however, there may be periods of time when our physicians are able to take new patients. In that case, please check back with us in the future if you continue to require a primary care physician. Please refer to the payment, billing and insurance section below for more information.
For new patients, at your first visit we will have registration paperwork to complete - see link below to download and complete registration forms prior to your visit.
Appointments and Scheduling
We are available only by scheduled appointments Monday-Friday, from 7:30 a.m. through 4:00 p.m. Please call to schedule an appointment with your doctor, at your convenience. Our schedule is very busy, so we will kindly request that you book any future required appointments for routine care as well as annual check-ups well in advance. We will try to remind you at check-out to book your next appointments.
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Same-day sick appointments will be available on a first-come, first-serve basis, available only by calling promptly at 7:30 a.m. Monday-Friday. We will do our best to accommodate your acute care needs, however, if appointments aren't available we may request you seek urgent care/E.R. when appropriate.
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Telemedicine (Audio/Video) visits are available for patients within the state of Virginia, Maryland, and District of Columbia. Insurance coverage for telehealth visits varies by plan - we reserve the right to obtain payment for telehealth services up front before engaging in a call with you. In general, most plans require a video-based visit (not telephone only) to qualify for charges under telemedicine policies. For patients who request a telephone-only consultation, we will review the fees for such services outside of insurance coverage. Medicare updates service availability for telemedicine on an annual basis, subject to changes over time.
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Updates to our office policies will be made from time to time, and patients are expected to complete these forms on a not less than annual basis. We will prompt at check-in or by phone when updated forms are due, and they can be completed electronically or on paper (in-office only) upon request.
Medical Records
We strive to maintain the most complete and current medical record through our Electronic Health Record (EHR). All documentation and handling of protected patient information will be compliant with the Health Information Portability and Accountability Act (HIPAA). You are invited to establish secure electronic access to our office, by establishing a patient portal account. Unfortunately, we are unable to receive nor send emails regarding any HIPAA protected information. When possible, your records and results will be available through the portal system. Click the link to login to Elation Passport:
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Transfer of medical records: When establishing care with us or another doctor's office, a transfer of medical records may be necessary. Please click on the following link to download the transfer of records form and transmit to us. Please refer to fee schedule below on this page, regarding applicable charges allowable in Virginia for copies of medical records.
Payment, Fees, Billing and Insurance
Payment for services rendered is expected at the time of service. We will make a reasonable effort to file claims on your behalf with in-network insurance plans we accept. It is a patient responsibility to keep current insurance information on file with us. For charges under deductible or otherwise not covered by insurance, or should your insurance coverage lapse, you will be financially responsible for services rendered in our office. Co-payments and deductibles are due at the time of service. We request that you be prepared to pay your medical charges at the time of your visit. Checks may be made payable to Marshall Family Medicine. We accept cash, as well as credit card processing. We will regularly send out statements for unpaid balances, which will be expected paid-in-full within 30 days of receipt.
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Self-pay or fee-based (outside of insurance) services will require payment at the time of the visit. We offer a discount of 35% off charges to self-pay patients making a full payment at the time of service.
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We accept health plans from most of the major insurance providers. Please call the number on your insurance card to confirm in-network versus out-of-network benefits and coverages. Don’t see your plan on our coverage list? Call Marshall Family Medicine today and we will do our best to accommodate your situation or provide coverage answers.
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On-Call and After-Hours Services
For a true life-threatening emergency, please call 911 to seek immediate medical attention and advice.
After-hours (on-call) services to communicate with a medical professional may be available for emergency needs only, outside of our normal business hours (7:30 a.m. - 4:30 p.m. Monday-Friday). For non-emergency issues including general medical questions, refills, billing questions, cancellation or booking of appointments, please leave a message on the office answering service (540-364-8199) and it will be addressed within 24 hours on the next regular business day. For acute medical needs (e.g. acute illness, follow-up to chronic medical issues), if you feel you are not able to wait until the next available regular business day to be evaluated by a doctor, urgent care/emergency rooms of your choice are recommended when appropriate. If our doctor provides non-emergency after-hours services at your request, you may be billed fees according to our policies (see Fees page for further information).
Patient Rights and Responsibilities
We have a reasonable expectation for our patients to be treated at all times with respect and dignity. We strive to address every patient concern and answer questions to the best of our ability. We intend to make no distinction with regard to patient's age, racial, ethnic, sexual identity, religion or socioeconomic background.
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We have a reasonable expectation for our patients to treat our staff with respect and dignity. We understand that concerns regarding billing, scheduling, insurance/fees/coverages and other topics at times may be frustrating. Please trust, we will reasonably do what we can to ensure your concerns are addressed. At no time will verbal nor physical harassment of our doctors and staff members be tolerated. Patients in violation of this policy may be terminated as patients from the office, to include their dependent family members, in order to create a safe and respectful environment for our staff and other patients seeking care in our facility.
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