Terms of service.

Working With Deep Well Collective: Functional Nutrition, Integrative Health, & Somatic Coaching

Deep Well Collective is dedicated to providing a first-class patient experience with the highest functional and integrative medical care level. We view our relationship with you as collaborative and want you to play an active role in your healing process. We value your experience and opinions and invite you to share them with us during your care. We will also make every effort to educate you about your treatment and the specific recommendations we are making at each step.

Please read the material below to familiarize yourself with our policies and procedures and sign where indicated. If you have any questions, please don't hesitate to contact us at info@deepwellcollective.love or submit a message through the patient portal: Practice Better. We want to make this process as painless and stress-free as possible for you.

DISCOVERY CALL

Includes:

  • 20-minute phone appointment

During this 20-minute phone appointment, our patient coordinator will ask about your primary health concerns, explore your primary reasons for seeking our services and help answer any questions you may have about our clinic. This call is provided to prospective patients interested to learn more about our clinic and to new patients prior to their first visit in order to help familiarize you with our clinic and prepare you for the first appointment.

SCHEDULING AND COMMUNICATION

Scheduling Appointments

You can request appointments with our team of practitioners by clicking on the "Request a Session" button at the top of the Patient Portal (preferred), messaging a practitioner or via the practice phone number.

Messaging and Practice Communication

Patients are encouraged to use the Better messenger within the Patient Portal to communicate with our team. This can be achieved either by accessing your Patient Portal via the web-based (computer) practice site or by the Patient Portal and messenger with the phone based Better app. 

Patient Portal: https://deepwellcollective.practicebetter.io/#/p/home

Downloadable Phone App: https://practicebetter.io/features/mobile-app/

We pride ourselves on being accessible, supporting you between your face to face visits. We seek to respond to your messaging inquires within 48 business hours and typically respond the same day when contacted during normal clinic hours. Given the growing volume of our clinic, however, our team of clinicians is currently only able to provide direct to clinician messaging to patients actively completing their new intake package/series of visits and to patients enrolled in an on-going care package. This system and policy ensures our practitioners have adequate time to research and address the growing volume of patient messages we receive in between patient visits.

Scope of Questions Typically Answered by our Practitioners Via the Messenger

  • Questions about a supplement, or diagnostic test recommended by a practitioner

  • Possible side effects of treatment

  • Responses to questions from a practitioner

  • Responses to urgent health updates or information for a practitioner

If your questions or questions are beyond the scope described above or require a more dedicated discussion with your practitioner, you will be asked to make a follow-up appointment to discuss these with the clinician team.

Current Business Hours

Friday 

9:00 AM - 2:30 PM EST

Note: Applies to in-person and virtual communication

LABORATORY TESTING RESULTS

For new patients, all initial lab testing results will be shared electronically by Deep Well Collective at their initial follow-up visit with Dr. Hall. For established patients, all test results will be shared through the patient portal at the time of their next follow-up visit unless otherwise discussed. 

BILLING POLICIES

PAYMENT POLICY

Payment is due when services are rendered. Those choosing to enroll in payment plans agree to fulfill the financial obligations associated upon enrollment. Your payment and billing information will be accessible through our electronic health record platform for your review at any time. A credit card must be stored via the patient portal at all times in order to receive care from Deep Well Collective and enroll in a payment plan for any service.

Patients are billed directly for laboratory testing services and are responsible for the full cost of these services. We do not bill insurance for lab testing.

Billing for direct patient encounters will occur via our patient portal and electronic health record, Practice Better, which is synced with Square in order to process payments. Billing for labs and supplements will also occur via Practice Better. We will apply Square processing fees to all invoices for those choosing to pay with debit or credit cards. Square processing fees will not be applied to invoices for patients choosing to pay via check.

CANCELLATION/REFUND POLICY

Given the nature of our services and the length and effort put into the visits with the Deep Well Collective, we have established the following policies regarding cancellation and rescheduling of visits. These policies exist in order to protect the time of your clinician team as well as the other patients of Deep Well Collective.

We require patients booking their Initial Consultation Visit(s) to provide a deposit.

Patients who desire to cancel their Initial Consultation Visit(s) will be refunded their deposit if they notify the team via phone, email or messenger at least 2 weeks prior to the scheduled visit(s).

Patients who desire to reschedule their Initial Consultation Visit(s) within the 2 week window of their first visit(s) can do so once without the requirement of an additional investment. Patients who need to reschedule their Initial Consultation Visit(s) a second time will be required to make an investment totaling half of the cost of the respective Intake package.

If you cancel or reschedule less than 24 hours prior to your appointment, or you miss your appointment without providing notice, you will be charged for the cost of the visit.

Note: The right to waive or modify these policies is at the discretion of the clinicians of Deep Well Collective.

DECLINATION OF CREDIT CARDS AND CHECKS

We will add a $25.00 charge for any returned check. For declined credit cards, patients will be given 14 days to update their credit card information and make the respective payment at no extra charge. Should the patient not update or modify their credit card within 14 days, a $10 late fee will be added to the invoice for each additional week without payment on a cumulative basis.

NATURE OF SERVICES PROVIDED

At Deep Well Collective we are able to answer phone calls and return voicemail messages during specific hours each day, your Patient Portal in Practice Better is the primary means for timely and confidential communication with members of our team and we encourage you to use this over phone communication.

Deep Well Collective does not function like a traditional doctor's office. It is best to consider us as a team of consultants that provide specific clinical services, rather than as traditional primary care providers. Because of this, patients are asked to maintain a relationship with a primary care provider and/or consider utilizing urgent care facilities for acute care needs that do not necessitate an emergency room visit.

If you experience an emergency in connection with your treatment at Deep Well Collective, please call 911 or visit the nearest emergency room.

INSURANCE RESPONSIBILITY AND CLAIMS MANAGEMENT

Deep Well Collective: Integrative Mental Health & Functional Medicine is a cash-based office and does not currently accept any form of commercial insurance. 

As such, the patient is responsible for all charges and fees incurred for treatment or services rendered, regardless of any insurance coverage.

We encourage patients to participate in healthcare cost-sharing organizations or maintain traditional health insurance to cover emergency or catastrophic healthcare expenses.

For those with commercial health insurance, out-of-network insurance payments or patient reimbursements vary significantly depending on the healthcare services provided. Deep Well Collective makes no representations as to what services may or may not be reimbursed under any insurance or health plan or by any government payer, such as Medicare or Medicaid.