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General Office Policies

General Office Policies

General Office Policies 

Policies are subject to change, please contact our office or check this website,, for the most updated policy. This policy is valid for NeuroScience and TMS Treatment Center. 

Payment for initial appointment is expected at the time of application; this payment reserves the appointment and ensures that the clinician is paid if the patient does not show for the appointment or cancels less than 72 hours prior to the appointment. If we are in-network with your insurance and you come to your appointment, you will only be responsible for deductible, co-payments, co-insurance. If you do not show up for your new patient visit, you will be responsible for the entire charge. 

Hours: Regular office hours are by appointment only. 

Cancellation Policy:  We have a 72-hour (three business-day) cancellation policy for all appointments. If you do not show or do not cancel within the notice period, you will be obligated to pay the full fee of the service. Notification must be received by 4:00pm to be counted on that business day. The Cancellation fee is NOT billable to insurance. 

Telephone Calls: NS-TMS office staff employees typically answer telephones 9am to 4pm, Monday thru Friday. If we are assisting other patients OR if you are calling are after hours, your call will go directly to voicemail. We check and respond to voicemails regularly during office hours. If you need to speak with a clinician urgently or emergently during or after office hours, you will be billed accordingly. If considered medically appropriate by the clinician, calls can be scheduled with clinicians and will be billed at their pro-rated hourly rate. If you need administrative assistance with regards to billing, then contact the billing staff directly.

Use of Video Chat for Clinical Communication: In rare cases our providers may communicate via a video chat format like Skype or Google Voice/Chat. A patient, who uses this form of communication, agrees and understands that this form of communication has substantial and inherent security risks and hereby allows such communication. These video chat calls will be billed at the clinicians prorated hourly rate. If a patient does not approve of this form of communication, then the patient must refuse such forms of communication and give us notification as such in writing. Face-to-face visits, and direct phone calls offer the only, more secure alternative. Phone calls cannot not be billed to insurance and are NON-COVERED charges. 

Emergency Calls: We provide an on-call service for our current patients. Calls after hours will be managed and charged by a clinician on-call. Note: our clinicians rotate call, so your primary clinician may not be the provider on-call. 

Use of Email: If you provide us your email or originate an email to us, then you agree with the use of email with our office. Please note that your email system may be insecure and with continued emails, you are accepting the inherent privacy risks. 

EMAIL IS NOT FOR MEDICAL EMERGENCIES OR URGENT QUESTIONS. Please do not use email for urgent or complicated issues that should be properly addressed via a consultation or at minimum a phone call to the office staff and provider. We use email for administrative purposes, like billing, receipts, scheduling, and patient feedback. We only use email from the domain name or or or

Please Do NOT accept any emails from other domains regarding care from our clinic. Patients, family members and clients understand that using email has some inherent security risks. If you do not want us to use email to communicate, then give our office notification in writing and do not supply your email to us. If a patient originates an email to us, then they therefore give us permission to communicate with them via email. Clinicians responding to email may charge for their time, at a prorated hourly rate. Email communication with a clinician is a NON-COVERED charge which cannot be billed to insurance. 

Prescription & Refills: We prefer face-to-face appointments, and generally do not prescribe medication outside office visits. Medication refills will only be handled during office hours, during scheduled appointments, and only if as a Patient are CURRENTLY under our care. If a Patient is prescribed medication, a Patient will be given enough medication to last until a Patient’s next scheduled appointment. If a Patient’s appointment is rescheduled because of unforeseen circumstances, contact the office staff to arrange for medication refills. The best way to get a refill, if it is approved, is to contact the office directly. Allow at least Three business days (72 hours) for refills. Please Do NOT wait until you are out of medicine to request a refill. Prescription Refills Outside of an office visit, if allowed, cost $30. This fee is a non-covered charge and is NOT billable to Patient’s insurance. 

Appointments/Charges: Clinicians in the office make efforts to see a patient at their scheduled time for their scheduled time. Situations do arise where additional time is medically needed to address a specific need.  If the appointment goes beyond the original booked time, the Provider will bill for the additional time in session; additional time may not be billable to your insurance company and would be considered a non-covered charge.  We ask for you to keep a credit card on file with our office and to sign a billing agreement in the office to permit collection of outstanding balances incurred from refills, phone calls, non-covered charges, copays, coinsurance, etc.  Please refer to the separate payment policy.  

Administrative Fees: Phone calls, letters, review of medical records, form completion, etc. will be billed based on the complexity of the job. Please be prepared to pay before your request. The basic fee schedule is noted in this Patient Pack and discussed in the Non-Covered Services/Charges section of Policies on Insurance & Payment. 

Confidentiality & Privacy: Patient confidentiality will be respected at all levels of communication and is protected by the Federal and State Laws. There are, however, situations in which confidentiality may be compromised and the provider’s professional and legal duty to protect may override the dictates of confidentiality. Briefly, these situations may include a strong indication of imminent danger to self or others or indication of abuse or neglect of another. Patients under the age of 18 require consent from parent or legal guardian to receive medical service. Please discuss your concerns about the limits of confidentiality with your clinician and read the Privacy (HIPAA) statement on our website, or on file at the office. 

Release of Information: Following the execution of a valid Patient Authorization Form (Release of Information), patient records, or a treatment summary will be forwarded to licensed professionals at no charge as a professional courtesy. Requests to obtain a personal copy of your medical chart and requests to release records to any other entity (including attorneys, underwriting companies, etc.) will be billed at the actual cost of supplying the records, to include cost of copying, mailing, and professional time to process the packet. Any request for release of records must allow at least three weeks preparation time as a Summary of Care will be prepared by the treating clinician. Because medical records may include jargon and abbreviations are common in medical documentation, and because patients may misinterpret what is written by a clinician in their record, it is the policy of our clinic, not to release records directly to patient without reviewing the records together with the patient during an office visit. 

Billing Dispute: If a patient receives a charge they believe to be invalid, our office will accept a written notice concerning the disputed charge. We will review the dispute with supporting evidence and respond in a timely manner. 

Labs: When we partner with select Laboratories that provide testing and testing results, the lab will bill patient;s insurance directly. Some labs we use may not work with Medicare, Medicaid, or TennCare. If we collect the specimen for the laboratory test, our office may charge a collection fee which is payable at your next session or in a monthly statement, whichever comes first. This collection fee may not be covered by your insurance. 

For Labs- What You Might See on Your Insurance EOB: You may see lab/laboratory analysis with fees to a patient. In most cases, the lab will bill you directly for the costs of the tests minus the amounts contracted or paid for by your insurance. Although we cannot guarantee this process, we believe this means that the amount your insurance pays will be the amount collected by the lab for your test. 

Special Tests or Procedures, Results (Labs or Genetic Tests): Most lab results will be reviewed with the patient at the next scheduled visit, (unless there is a more pressing need prior to the visit). A small clinical charge may be charged to review the laboratory values when the results arrive in our office. In most cases, clinicians will attempt to wait and review information during your appointment. In some cases, staff may decide to handwrite a note on the laboratory results and send the copy to you to convey the message before your next appointment. 

Minors:  With all minors, or wards, we must legally have at least one (1) parent/guardian present in the office during the first appointment, and subsequent appointments unless otherwise discussed with clinician. The interview will include the parent for a portion of the time, but we will also take some time to see the patient alone. If parents are divorced, both can attend if they choose. It is expected that parents will maintain calm conversation focused on the patient. If it is a volatile situation between parents, it is better for one (1) parent to attend and the other to write a letter describing their observations and concerns for the child. If divorced parents do not communicate well, we alternatively suggest that the non-attending parent schedule a meeting with providers either in-person or by phone after the initial evaluation is complete. This encounter will be billed as either a consultation with a family member, or as a regular session depending on the length of time required and whether it is in-person or by phone. It is acceptable for the child to attend that meeting, or not. The results of any neuropsychiatric testing (ADHD, learning disorder, IQ...) should be brought to the session or provided prior to the session for review. We can request results if they are not available. If there is an Independent Educational Plan (IEP) in place at school, we would like a copy of that document.