Patient Policies

1. Patient-Practice Partnership

Healthcare works best when patients and the practice share clear expectations. Patients are expected to keep scheduled appointments, cancel on time when they cannot attend, meet financial responsibilities promptly, provide accurate and current information, and treat providers, staff, and other patients with courtesy and respect.

Patients are also expected to participate actively in their care by following agreed-upon treatment recommendations, completing required follow-up, using the patient portal appropriately, and raising concerns directly with their healthcare provider when questions arise.

2. Appointment Scheduling, Cancellations, No-Shows, and Late Arrivals

Appointments are reserved clinical time. Patients are expected to attend scheduled appointments or provide timely notice when an appointment must be canceled or rescheduled. Appointments require at least forty-eight (48) hours' notice to cancel or reschedule.

Appointments canceled with less than forty-eight (48) hours' notice are considered late cancellations and are subject to a seventy-five dollar ($75) late cancellation fee. Patients who fail to arrive for a scheduled appointment without notice are subject to a seventy-five dollar ($75) no-show fee. Requests to waive late cancellation or no-show fees will not be approved except where the practice determines that applicable law requires otherwise.

Late cancellations and missed appointments prevent the practice from offering those appointment times to other patients who may have been waiting for care. After three (3) no-shows and/or late cancellations, a patient may be dismissed from the practice, consistent with applicable law.

A valid credit card must remain securely on file where required by the practice. Applicable no-show or late cancellation fees may be charged automatically to the card on file. Removing, canceling, blocking, or otherwise interfering with the payment method to avoid applicable fees may be considered non-payment and may result in dismissal from the practice.

Patients arriving more than fifteen (15) minutes late may have their visit shortened, rescheduled, or otherwise handled according to office policy. New patients should arrive fifteen (15) minutes before the scheduled appointment time to complete registration. Walk-in appointments are not accepted. Same-day appointments are rare and are reserved for urgent gynecologic concerns when scheduling permits.

3. Telehealth Policy

Telehealth appointments are available only for established patients and only when clinically appropriate. New patient appointments must be completed in person unless the practice expressly determines otherwise in accordance with applicable law and clinical standards.

Patients must be physically located within the State of Nevada during a telehealth visit. By accepting or participating in a telehealth appointment, the patient attests that the patient is physically present in Nevada at the time of the visit.

Telehealth is not appropriate for services that require a physical examination, in-office testing, imaging, a procedure, urgent evaluation, or emergency care. If the provider determines that an in-person visit is required, the telehealth visit may be discontinued, converted, or rescheduled as clinically appropriate.

If technical problems occur, the practice may attempt to complete the visit by telephone when clinically appropriate. Patients should answer calls that may appear as Unknown Caller or No Caller ID. Telehealth copayments and outstanding balances must be paid by 12:00 PM (noon) on the day of the appointment. Failure to pay required amounts by that time may result in cancellation, rescheduling, and assessment of the applicable no-show fee.

4. Minor Patients

Galleria Women's Health provides gynecologic care for adolescents and teens, generally beginning at approximately age ten (10), when medically appropriate. Minor patients should continue receiving routine medical care from their pediatrician or primary care provider. The practice provides care for gynecologic and reproductive health concerns within the scope of the practice.

Patients under eighteen (18) years of age generally must be accompanied by a parent or legal guardian unless otherwise permitted or required by Nevada or federal law. New patient visits for minors must be completed in person. The minor patient must always be present during the visit. The practice cannot evaluate, diagnose, or provide medical advice about a child or minor who is not present.

Confidentiality, consent, parental access, and communications involving minors will be handled according to applicable law and clinical judgment.

5. Insurance and Financial Responsibility

As a courtesy, Galleria Women's Health may verify insurance benefits whenever possible. Insurance verification is not a guarantee of payment, coverage, eligibility, or benefits. Insurance companies may provide incomplete or inaccurate benefit information, and many plans contain exclusions or benefit structures that cannot be determined until claims are processed.

The final determination of coverage is made by the insurance company after the claim has been processed, which may take up to ninety (90) days or longer. Patients are strongly encouraged to verify their own benefits before their appointment.

Patients are responsible for all deductibles, copayments, coinsurance, non-covered services, denied claims, self-pay services, elective services, deposits, fees, and any remaining balances. Payment is required before or at the time of the appointment unless the practice has provided a different written instruction. The practice does not offer payment plans.

Patients with outstanding balances may be required to satisfy those balances before future appointments can be scheduled. Galleria Women's Health does not guarantee that any appointment, service, laboratory test, imaging study, procedure, medication, supplement, program, device, or treatment will be covered by insurance.

6. Self-Pay, Deposits, and Refund Policy

Self-pay patients are responsible for payment in full at the time of service. Refunds are issued only after an overpayment has been confirmed. Credit card payments are refunded to the original card. Cash payments are refunded by check.

Consultation fees are not refundable once services have been provided. Deposits collected for specific services that are not covered by insurance are non-refundable if the appointment is canceled with less than forty-eight (48) hours' notice or if the patient does not attend the appointment. Refunds, credits, and account balances are handled according to practice policy, payer rules, and applicable law.

7. Prescription Refill and Medication Policy

Patients should allow four to five (4-5) business days for prescription refill requests. Prescription requests should be submitted through the patient portal unless the practice instructs otherwise. Refill requests are subject to provider review and are not guaranteed.

If the healthcare provider has instructed the patient to schedule a follow-up appointment before additional refills can be authorized, an appointment is required. The practice does not routinely provide repeated short-term refills because safe prescribing requires ongoing evaluation.

Missing, canceling, postponing, or failing to complete required follow-up appointments may delay or prevent prescription renewals. Patients prescribed controlled medications are generally required to be seen every three (3) months. Controlled medications will not be refilled early, after hours, because appointments were missed, or without the required follow-up visit.

Hormone prescriptions, compounded medications, controlled medications, and other medications may require monitoring, laboratory review, in-person evaluation, or scheduled follow-up as determined by the provider.

8. Laboratory Results, Imaging, and Medical Records

Routine laboratory and imaging results are generally communicated through the Charm Patient Portal or during a follow-up visit. Patients should activate their portal account and use the Charm Personal Health Record (PHR) app when appropriate. Urgent or critical results may also be communicated by telephone.

Patients are responsible for keeping their telephone number, email address, mailing address, and portal access current. Outside facilities do not always send test results, imaging reports, or records to the practice automatically. If a patient has completed testing or imaging and has not heard from the practice within a reasonable period, the patient should contact the practice through the patient portal. Patients should not assume that “no news means normal.”

Medical record requests require a signed authorization and will be processed in accordance with HIPAA, Nevada law, and applicable practice procedures. Applicable copying, transmission, postage, or administrative fees may be charged where allowed by law.

9. Patient Communications

The patient portal is the preferred method of communication for non-urgent matters. Patients should allow twenty-four to forty-eight (24-48) business hours for responses to portal messages and voicemail. If a message requires prompt attention, patients should include URGENT in the subject line; however, urgent subject lines do not make the portal appropriate for emergencies.

The practice receives a large volume of messages and appreciates patient cooperation and patience. Galleria Women's Health does not communicate medical information through regular email. Documents should be uploaded securely through the patient portal when appropriate.

Website contact forms are intended only for administrative questions and appointment requests. Patients should never use the website, patient portal, voicemail, email, text message, or social media for emergencies. For medical emergencies, patients must call 911 or proceed to the nearest emergency department.

10. Ultrasound Appointment Policy

Ultrasound appointments follow the same office policies regarding cancellations, late arrivals, no-shows, credit card on file requirements, and applicable fees. Some ultrasounds require special preparation. Failure to follow preparation instructions may require rescheduling.

Ultrasound results are reviewed by the healthcare provider and communicated through the patient portal or during a follow-up visit, as clinically appropriate.

11. MetaboLonge Program Policy

Participants in the MetaboLonge Program are subject to all standard practice policies, including appointment, cancellation, late arrival, payment, communication, refill, and conduct policies. Appointments require forty-eight (48) hours' notice for cancellation. Late cancellations and no-shows are subject to the same seventy-five dollar ($75) fee.

Prescriptions provided through the program are managed during scheduled follow-up visits. If the healthcare provider has instructed the patient to return before additional refills can be authorized, prescriptions will only be refilled during or after the required scheduled appointment, as clinically appropriate. If the patient misses, cancels, or reschedules the appointment, prescriptions may not be refilled until the patient is seen.

The success and safety of the MetaboLonge Program depend on continuity of care and compliance with program requirements. Repeated missed appointments, failure to complete follow-up, failure to comply with program requirements, or failure to meet financial responsibilities may result in discontinuation from the program. Participation in the program does not guarantee any specific medical, metabolic, weight, hormone, or wellness outcome.

12. Patient Responsibilities and Code of Conduct

Galleria Women's Health is committed to providing a safe, respectful, and professional environment for patients, providers, staff, and visitors. Patients are expected to conduct themselves in a respectful manner in person, by telephone, through the patient portal, by voicemail, and through any other communication channel.

Patient responsibilities include the following:

• Keeping scheduled appointments and canceling appointments on time when unable to attend.
• Meeting financial responsibilities promptly.
• Providing accurate, complete, and current personal, medical, insurance, and contact information.
• Treating providers, staff, and other patients with courtesy and respect.
• Participating actively in care by following agreed-upon treatment recommendations or discussing concerns directly with the provider.
• Using the patient portal and communication systems appropriately and not using them for emergencies.

The following conduct may result in dismissal from the practice:

• Abusive, threatening, harassing, discriminatory, sexist, racist, or offensive language or behavior.
• Yelling, disruptive behavior, physical intimidation, threats, or harassment.
• Repeated disrespect toward providers, staff, patients, or visitors.
• Repeated failure to comply with office policies, including appointment and payment policies.
• Misuse of communication systems or repeated inappropriate communications.

The practice reserves the right to terminate the healthcare provider-patient relationship, consistent with applicable law, when patient behavior interferes with the ability to provide safe, respectful, and effective medical care.

13. Website, Testimonials, Privacy, and Related Documents

Submitting an online inquiry or appointment request does not establish a healthcare provider-patient relationship. A healthcare provider-patient relationship begins only after the patient has been evaluated by one of the practice's healthcare providers and the provider agrees to provide care.

Patient testimonials are published only with written patient authorization. All website content is copyrighted and may not be reproduced without written permission.

Galleria Women's Health maintains a separate Privacy Policy and a separate Notice of Privacy Practices in accordance with HIPAA. The Privacy Policy addresses website-related privacy matters, and the Notice of Privacy Practices addresses protected health information and patient rights under HIPAA. These Patient Policies do not replace those separate documents.

14. Changes to These Policies

Galleria Women's Health may update these policies periodically to reflect changes in healthcare regulations, insurance requirements, operational needs, technology, clinical best practices, or practice procedures.

The most current version will be available through the practice and/or on the practice website. Continued scheduling, registration, participation in telehealth, program enrollment, or receipt of services after policies are updated constitutes acknowledgment of the updated policies, except where a separate written acknowledgment is required.

15. Contact Information

For administrative questions regarding these policies, appointment requests, billing matters, or practice communications, patients may contact Galleria Women's Health using the information below. This contact information must not be used for emergencies.

Galleria Women's Health — Deepali Kashyap MD PLLC
The District, 2225 Village Walk Drive, Suite 270, Henderson, Nevada 89052
Phone: +1 (702) 983-2010
Fax: +1 (702) 476-9202
Website: galleriawomenshealth.com

For medical emergencies, call 911 or proceed to the nearest emergency department.