Office Policies
Our policies help ensure fair scheduling and consistent care, so families, providers, and staff can work together effectively.
Vaccination Policy
Peak Pediatric Care follows established immunization standards and requires vaccines for all patients.
Vaccinations are required to be a patient at Peak Pediatric Care.
We follow the immunization schedule recommended by the American Academy of Pediatrics (AAP) and the Massachusetts School Immunization Requirements, and have done so since opening. We do not offer delayed, selective, or alternative vaccine schedules.
We believe it is important for families to choose a pediatric practice that aligns with their values and approach to care. Families seeking a delayed or alternative vaccination schedule may find that another practice is a better fit for their needs.
Appointments & Scheduling
We are a busy office with a full schedule most days. Arriving on time helps us provide timely care to all patients. Missed appointments may result in fees, scheduling restrictions, or dismissal from the practice.
Monday–Friday
Staff is available starting at 8:30 am
Appointments are scheduled from 9:00 am–5:00 pm
Saturday
We offer same-day sick appointments only
Staff is available starting at 8:30 am
Appointments are scheduled from 9:00 am–12:00 pm
Sunday
The office is closed
Holiday Hours
Our office is closed on the following holidays:
July 4
Thanksgiving Day
Christmas Day
New Year’s Day
We offer same-day sick visits only until noon on the following holidays:
Memorial Day
Labor Day
Columbus Day
Presidents Day
On Christmas Eve, the office closes early. Specific closing times will be communicated in advance.
Please arrive on time for your scheduled appointment.
If you arrive 15 minutes or more late, we may not be able to see you as scheduled.
When possible, we will try to place you in the next available appointment slot that day.
If no same-day appointments are available, the visit will need to be rescheduled.
Appointments that must be rescheduled due to late arrival will be recorded as a missed appointment and subject to the missed appointment fee.
Missed appointments reduce availability for other families who need care.
Appointments that are not attended or canceled on the day of the appointment will be considered a missed appointment.
A $35 missed appointment fee will be added to the account for missed appointments.
Missed appointments are tracked per family, not per child.
Three missed appointments within a 12-month period will result in dismissal from the practice.
If you need to cancel or reschedule an appointment, please notify our office as soon as possible.
Appointments that are canceled on the day of the appointment will be considered a missed appointment and may be subject to the missed appointment fee.
Same-day sick visits that are booked and then canceled will also be considered a missed appointment.
To help families avoid missed appointments, appointment reminders are sent by text in advance, and upcoming appointments can always be viewed in the patient portal.
As a courtesy to families with multiple children, we offer the option of scheduling double appointments, allowing up to two children to be seen during the same visit block.
If a double appointment is missed or canceled on the day of the appointment, it will be recorded as two missed appointments, and the missed appointment fee will apply to each appointment slot.
Because missed double appointments result in a large block of visit time going unused, families who miss a double appointment may no longer be able to schedule double appointments in the future.
Financial Policy & Billing
We understand that financial matters can sometimes be difficult to discuss. Clear expectations help ensure transparency and allow families, providers, and staff to work together smoothly.
Health insurance plans vary widely, and it is important for families to understand their own coverage.
While Peak Pediatric Care submits claims to insurance as a courtesy, insurance coverage and payment decisions are determined by your insurance plan, not by our office.
Families are responsible for ensuring that their insurance coverage is active, accepted by our practice, and up to date.
It is also the family’s responsibility to know their child’s assigned primary care provider (PCP), coverage details, and whether referrals or prior authorizations are required.
Peak Pediatric Care does not determine insurance reimbursement rates or patient responsibility amounts. Any balance not paid by insurance is the responsibility of the family.
Claims denied due to incorrect PCP selection, inactive coverage, coordination of benefits issues, or plan limitationsare the responsibility of the family.
Patient responsibility amounts are determined by your insurance plan, even when a visit is covered. It is the family’s responsibility to understand their plan and coverage details.
- A copay is a fixed amount your insurance requires you to pay at the time of the visit.
- A deductible is the amount you must pay out of pocket before your insurance begins covering certain services.
- Coinsurance is a percentage of the visit cost that you are responsible for after your deductible has been met.
Copays, deductibles, and coinsurance are set by your insurance plan, not by Peak Pediatric Care, and we are required by our insurance contracts to collect these amounts from families.
Once your insurance has processed a claim and assigned a patient balance, that balance is due and subject to our late fee and past-due balance policies if not paid on time.
When there is an outstanding balance on your account, a billing statement will be sent.
Statements are sent to the billing contact listed on the account.
Account balances can be viewed and paid through the patient portal at any time.
Balances are expected to be paid promptly after a statement is received.
If a balance remains unpaid, additional statements and notifications will be sent as the balance ages.
Accounts with unpaid balances will move to past-due status and follow the timeline outlined below.
Balances are expected to be paid promptly. Accounts with unpaid balances will move through the following timeline.
90 days past due
- A $25 billing fee will be added to the account.
120 days past due
- An additional $25 billing fee will be added. At this time, account restrictions will be placed on the account, including the inability to schedule future appointments until the balance is addressed.
Accounts that remain unpaid beyond this point may result in:
• Cancellation of upcoming appointments
• Referral to a collections agency
• Dismissal from Peak Pediatric Care
Families experiencing difficulty paying their balance should contact our billing department to discuss payment options.
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) may be used to pay for eligible medical expenses.
FSA or HSA cards may be used for copays, deductibles, coinsurance, and other patient responsibility amounts.
Peak Pediatric Care does not determine FSA or HSA eligibility and cannot guarantee reimbursement or processing timelines.
If an FSA or HSA payment is delayed, denied, or pending, it is the family’s responsibility to follow up with their plan administrator.
Account balances are still due regardless of FSA or HSA processing status and remain subject to our late fee, past-due, and account restriction policies if not paid on time.
Families may choose to pay the balance directly. If an FSA or HSA payment is later received for the same charge, the account will be credited or refunded accordingly.
Questions about eligible expenses should be directed to your FSA or HSA administrator.
To help simplify billing and reduce paperwork, we offer the option to keep a credit card on file and to enroll in Peak Pay, our automatic payment program.
Credit Card on File
A credit card on file may be used to make check-in and checkout easier when a copay or balance is due.
Credit card information is stored securely on a third-party payment server. Peak Pediatric Care does not have access to full credit card numbers.
A card on file may be used to simplify the check-in process when a copay or balance is due.
You will always be asked for authorization before a card is charged.
We do not automatically charge balances unless you are enrolled in Peak Pay.
Peak Pay (Automatic Payments)
Peak Pay is our optional automatic payment program designed to make payments easier and help families avoid billing fees.
Enrollment in Peak Pay is not required, but is strongly encouraged.
With Peak Pay, balances of $200 or less will be automatically charged to the card on file.
For balances over $200, we will contact you for authorization before charging the card.
Receipts for all Peak Pay transactions will be emailed to the billing contact.
Credit card information used for Peak Pay is stored securely on a third-party server, and Peak Pediatric Care does not have direct access to card details.
Peak Pay allows families to stay current on balances, reduce paper statements, and avoid late fees and account restrictions.
Newborns must be added to your health insurance plan within the first 30 days after birth.
If a newborn is not added to the insurance plan within this timeframe, the insurance company may deny coverage for visits and services, and the family may be financially responsible for those charges.
Please contact your insurance provider as soon as possible after your child is born to ensure coverage is active and avoid unexpected charges.
When a child is brought to an appointment, the parent or guardian present at the visit is responsible for payment at that time.
Divorce decrees, custody agreements, or other arrangements between parents do not change financial responsibility to Peak Pediatric Care.
We are happy to provide receipts or documentation for any medical expenses paid so families can arrange reimbursement between parents if needed.
Care Between Visits
We are a busy office with a full schedule most days. Arriving on time helps us provide timely care to all patients. Missed appointments may result in fees, scheduling restrictions, or dismissal from the practice.
Medication refills are processed through a standardized clinical workflow to ensure safe and timely care.
- Refill requests may take up to 48 hours to process.
- For the fastest processing, all refill requests should be submitted through the patient portal, which includes the information our clinical team needs.
- Some medications require a recent office visit or medication check before a refill can be approved.
- If a required medication check appointment is missed, refill approval may be delayed until the visit is completed.
- Refill requests are processed during regular business hours only.
- Controlled medications and certain prescriptions may have additional requirements and may require an in-office visit before a refill can be provided.
Please plan ahead and request refills before medications run out.
We are happy to assist with routine forms such as school, camp, sports, daycare, and medication authorization forms.
To allow adequate time for review and completion, form requests may take 5–7 business days to process.
For the most efficient processing, form requests should be submitted through the patient portal.
Forms are completed using information already documented in the medical record. In some cases, an office visit may be required before a form can be completed.
Forms cannot be completed for patients who are not up to date with recommended visits.
Please plan ahead and submit form requests well in advance of any deadlines.
The patient portal is an important part of how we provide care and communicate with families.
We ask that all parents or guardians maintain an active patient portal account.
Patients age 12 and older should also have their own portal account to complete pre-visit questionnaires for well visits and to communicate directly with the clinical team.
Our staff uses the portal to send important messages, visit summaries, test results, and post-visit instructions.
- The portal can be used to:
- Request medication refills
Request referrals
View upcoming appointments
Complete forms and questionnaires
Pay balances and view billing statements
There is no cost to use the patient portal.
Using the patient portal helps ensure timely communication and allows our team to provide consistent, efficient care.
Spruce is a secure, HIPAA-compliant messaging app that we use to make it easier for families to contact our office without relying on phone calls.
Spruce messages can be sent at any time, including after hours, but messages are reviewed and responded to during regular office hours only.
Messages are triaged by our nursing team and returned based on urgency.
In many cases, medical questions submitted through Spruce may result in a phone call from a nurse once they are available.
- Spruce can be used for:
- Scheduling or rescheduling appointments
Asking general office questions
Non-urgent medical questions
Spruce should not be used for urgent or emergency concerns.
Spruce is available to our patients at no cost. We offer it as a convenience to reduce phone wait times and help make caring for your child a little easier.
We offer access to an after-hours nursing team for urgent medical questions that cannot wait until our office reopens.
The after-hours nursing team is a third-party service, not staffed by Peak Pediatric Care, but follows the same clinical protocols used by our nursing team.
This service is provided to our patients at no cost.
Because Peak covers the cost of each call, we ask that after-hours calls be limited to urgent medical concerns that truly cannot wait until the office is open.
The after-hours nursing team supports multiple pediatric offices, and during busier periods, return call times may be extended. Calls are returned based on urgency.
The after-hours nursing team is available for medical guidance only.
- Providers are not available after hours, and the after-hours team cannot:
- Submit medication refill requests
Schedule or change appointments
For non-urgent concerns:
Our website includes a dosing guide and symptom checker for common illnesses.
You may leave a voicemail or send a portal or Spruce message, which our staff will review when the office reopens.
For emergencies or life-threatening concerns, call 911 or go to the nearest emergency room.
Fee Summary
This section provides a quick reference to common fees outlined throughout our policies so families know what to expect.
| Fee | Amount | When This Fee Applies |
|---|---|---|
| Missed Appointment | $35 | Applied when an appointment is not attended or canceled on the day of the appointment. |
| Missed Copay | $10 | Applied when a required copay is not paid at the time of the visit, as required by your insurance plan. |
| Past-Due Account Balances | $25 | Applied when an account reaches 90 days past due. An additional fee will be applied at 120 days past due, along with scheduling restrictions. |
| Full Medical Record Copy | $25 | Applied when a complete personal copy of the medical record is requested. Records sent directly to another medical provider are provided at no charge. |
Fees are subject to change and are not typically covered by insurance.
HIPPA Privacy Policy
We safeguard your child’s personal medical information with utmost care, following all HIPAA regulations and practices. We use this information for treatment, billing, and to improve our services, or when we are legally required to share it. You may give us permission to make specific, additional disclosures, and may rescind that permission in writing at any time. You always have the right to obtain copies of your child’s medical record and personally distribute the information.
Read our full Privacy Policy for comprehensive information about your rights, your choices, and under what circumstances the information may be disclosed.
Peak Pediatric Care, PLLC
652 E Washington St, Unit 2
North Attleboro, MA 02760
(508) 576-5010
Your Information. Your Rights. Our Responsibilities.
This notice describes how medical information about you may be used and disclosed and how you can get access to this information. Please review it carefully.
Your Rights
You have the right to:
- Get a copy of your paper or electronic medical record
- Correct your paper or electronic medical record
- Request confidential communication
- Ask us to limit the information we share
- Get a list of those with whom we’ve shared your information
- Get a copy of this privacy notice
- Choose someone to act for you
- File a complaint if you believe your privacy rights have been violated
Your Choices
You have some choices in the way that we use and share information as we:
- Tell family and friends about your condition
- Provide disaster relief
- Include you in a hospital directory
- Provide mental health care
- Market our services and sell your information
- Raise funds
Our Uses and Disclosures
We may use and share your information as we:
- Treat you
- Run our organization
- Bill for your services
- Help with public health and safety issues
- Do research
- Comply with the law
- Respond to organ and tissue donation requests
- Work with a medical examiner or funeral director
- Address workers’ compensation, law enforcement, and other government requests
- Respond to lawsuits and legal actions
Your Rights
When it comes to your health information, you have certain rights. This section explains your rights and some of our responsibilities to help you.
Get an electronic or paper copy of your medical record
- You can ask to see or get an electronic or paper copy of your medical record and other health information we have about you. Ask us how to do this.
- We will provide a copy or a summary of your health information, usually within 30 days of your request. We may charge a reasonable, cost-based fee.
Ask us to correct your medical record
- You can ask us not to use or share certain health information for treatment, payment, or our operations. We are not required to agree to your request, and we may say “no” if it would affect your care.
- If you pay for a service or health care item out-of-pocket in full, you can ask us not to share that information for the purpose of payment or our operations with your health insurer. We will say “yes” unless a law requires us to share that information.
Get a list of those with whom we’ve shared information
- You can ask for a list (accounting) of the times we’ve shared your health information for six years prior to the date you ask, who we shared it with, and why.
- We will include all the disclosures except for those about treatment, payment, and health care operations, and certain other disclosures (such as any you asked us to make). We’ll provide one accounting a year for free but will charge a reasonable, cost-based fee if you ask for another one within 12 months.
Get a copy of this privacy notice
You can ask for a paper copy of this notice at any time, even if you have agreed to receive the notice electronically. We will provide you with a paper copy promptly.
Choose someone to act for you
- If you have given someone medical power of attorney or if someone is your legal guardian, that person can exercise your rights and make choices about your health information.
- We will make sure the person has this authority and can act for you before we take any action.
File a complaint if you feel your rights are violated
- You can complain if you feel we have violated your rights by contacting us using the information on page 1.
- You can complain if you feel we have violated your rights by contacting us using the information on page 1.
• You can file a complaint with the U.S. Department of Health and Human Services Office for Civil Rights by sending a letter to 200 Independence Avenue, S.W., Washington, D.C. 20201, calling 1-877-696-6775, or visiting hhs.gov/ocr/privacy/hipaa/complaints. - We will not retaliate against you for filing a complaint.
Your Choices
For certain health information, you can tell us your choices about what we share. If you have a clear preference for how we share your information in the situations described below, talk to us. Tell us what you want us to do, and we will follow your instructions.
In these cases, you have both the right and choice to tell us to:
- Share information with your family, close friends, or others involved in your care
- Share information in a disaster relief situation
- Include your information in a hospital directory
If you are not able to tell us your preference, for example if you are unconscious, we may go ahead and share your information if we believe it is in your best interest. We may also share your information when needed to lessen a serious and imminent threat to health or safety.
In these cases we never share your information unless you give us written permission:
- Marketing purposes
- Sale of your information
- Most sharing of psychotherapy notes
In the case of fundraising:
We may contact you for fundraising efforts, but you can tell us not to contact you again.
Our Uses and Disclosures
How do we typically use or share your health information?
We typically use or share your health information in the following ways.
Treat you
We can use your health information and share it with other professionals who are treating you.
Example: A doctor treating you for an injury asks another doctor about your overall health condition.
Run our organization
We can use and share your health information to run our practice, improve your care, and contact you when necessary.
Example: We use health information about you to manage your treatment and services.
Bill for your services
We can use and share your health information to bill and get payment from health plans or other entities.
Example: We give information about you to your health insurance plan so it will pay for your services.
How else can we use or share your health information?
We are allowed or required to share your information in other ways – usually in ways that contribute to the public good, such as public health and research. We have to meet many conditions in the law before we can share your information for these purposes. For more information see: hhs.gov/ocr/privacy/hipaa/understanding/consumers/index.html.
Help with public health and safety issues
We can share health information about you for certain situations such as:
- Preventing disease
- Helping with product recalls
- Reporting adverse reactions to medications
- Reporting suspected abuse, neglect, or domestic violence
- Preventing or reducing a serious threat to anyone’s health or safety
Do research
We can use or share your information for health research.
Comply with the law
We will share information about you if state or federal laws require it, including with the Department of Health and Human Services if it wants to see that we’re complying with federal privacy law.
Respond to organ and tissue donation requests
We can share health information about you with organ procurement organizations.
Work with a medical examiner or funeral director
We can share health information with a coroner, medical examiner, or funeral director when an individual dies.
Address workers’ compensation, law enforcement, and other government requests
We can use or share health information about you:
- For workers’ compensation claims
- For law enforcement purposes or with a law enforcement official
- With health oversight agencies for activities authorized by law
- For special government functions such as military, national security, and presidential protective services
Respond to lawsuits and legal actions
We can share health information about you in response to a court or administrative order, or in response to a subpoena.
Our Responsibilities
- We are required by law to maintain the privacy and security of your protected health information.
- We will let you know promptly if a breach occurs that may have compromised the privacy or security of your information.
- We must follow the duties and privacy practices described in this notice and give you a copy of it.
- We will not use or share your information other than as described here unless you tell us we can in writing. If you tell us we can, you may change your mind at any time. Let us know in writing if you change your mind.
For more information see: www.hhs.gov/ocr/privacy/hipaa/understanding/consumers/noticepp.html.
Changes to the Terms of this Notice
We can change the terms of this notice, and the changes will apply to all information we have about you. The new notice will be available upon request, in our office, and on our website.
Effective February 15, 2022
Peak Pediatric Care, PLLC
652 E Washington St, Unit 2
North Attleboro, MA 02760
(508) 576-5010
