Our Policies
Conduct
Sick Policy: To protect our patients and staff, we ask that you reschedule if you are experiencing symptoms of a contagious illness such as fever or chills, sore throat, diarrhea, sudden fatigue or systemic body aches or a new rash. We offer telehealth and mail order services in the event you need care but are too ill to come in.
Right to Refuse Service: To ensure the well-being of our staff and patients, we reserve the right to refuse or discontinue care at our discretion. This includes cases where boundaries are not respected, communication becomes disruptive, or treatment is no longer a good fit.
Respect: We offer you an exceptional standard of care at Flow Wellness. We have zero tolerance for sexual impropriety, inappropriate comments, or boundary violations. Any such behavior will result in immediate termination of care and may be reported.
Communications: Please feel free to contact Flow Wellness by phone at 248-832-3940 or email at flowchinesemedicine@gmail.com or admin@flowchinesemedicine.com and we will respond within the next business day. We ask that you refrain from contacting our staff about your care via their personal cell phones or email addresses. Any messages sent to personal phones will be forwarded to Flow Wellness communications and addressed during business hours.
Your HIPAA Rights: We follow HIPAA (Health Insurance Portability and Accountability Act) guidelines to protect your personal health information. Your records are kept confidential and are only shared with your permission or when required by law. We value and respect your privacy. For more information about HIPAA, visit www.hhs.gov/hipaa.
Cell Phones: Please silence or power down your cell phones upon arrival to our office. If you need to make a call, there is a lobby at both entrances of the building where you will not disturb other patients. We feel strongly that cell phone distractions disrupt not just your care, but the time, care and peace of our staff and patients. You have limited and valuable time with your practitioner. Texting and/or taking calls in treatment rooms is inappropriate. We ask that you allow yourself and the staff to stay fully focused on your healing when you’re in our facility.
Scheduling
Late Cancellation: We require at least 24 hours’ notice to cancel or reschedule an appointment. Appointments canceled with less than 24 hours’ notice will be charged a $150 service fee. This fee applies regardless of the reason for cancellation, including illness and emergency. By booking an appointment, you agree to this policy. All patients are required to have a valid credit card on file and it will be automatically charged in the event of a late cancellation. This fee cannot be paid using package credits, as credits are bought at a discounted rate. A valid credit card on file OR prepayment of all services is required to make and keep appointments with Flow Wellness.
Online Scheduling: Please use our online scheduling system responsibly by only reserving appointment times you reasonably plan to attend. Please respect our time commitment to you by scheduling appointments you are confident you can keep. We do our very best to accommodate all of our patients. If you have specific scheduling needs, we are here to help!
Double-Booking: Patients who schedule more visits than they plan to use with the intention of pruning the dates they don’t want later risk losing access to online scheduling. Any double booked appointments will be canceled at the staff’s discretion. Double-booking limits our staff’s ability to provide appointments for all of our patients and is exponentially costly to our practice. For patients who require scheduling flexibility, we offer a waitlist, and our Patient Care Coordinator is available to work with you to accommodate your needs.
Financial Policies
Payments: We accept cash, credit cards, checks, gift cards from Flow Wellness, HSA and Flex Spending Cards. We require a valid credit card to hold your appointments. All payments are due at the time of service. Any outstanding balances will result in a hold on your ability to make new appointments.
Packages: Packages expire after 1 year of purchase date. If you buy a package and circumstances prevent you from using it, you can request a prorated refund. Expired packages are non-refundable and invalid for use. Late cancellation fees can NOT be paid for with package credits.
Insurance: We do not accept insurance of any kind for services. However, we do accept HSA and Flex Spending Cards, and we are happy to provide you with a Superbill of your care to submit to your insurance company so you can request reimbursement. We encourage you to call your insurance provider before service if you need it reimbursed to confirm you’ll be successful.
Product Returns: We will fully refund unopened/unused products within 30 days of their purchase. No questions asked. We never want our patients to feel pressured to make a purchase with us. Return eligibility is void after 30 days of purchase.