Appointment Scheduling & Late Cancellation Policy

To provide timely care for all patients and make the best use of our providers’ schedules, we ask that patients provide at least 24 hours’ notice if they need to cancel or reschedule an appointment.

Appointments canceled with less than 24 hours’ notice, including same-day cancellations, are considered late cancellations. Last-minute cancellations often prevent us from offering those appointment times to other patients in need of care.

When multiple reserved appointments are canceled on the same day with less than 24 hours’ notice, future appointments may not be eligible for advance scheduling. In these situations, patients

may be placed on walk-in status only for future visits. Walk-in visits are accommodated based on provider availability and are not guaranteed.

This policy helps us provide fair and timely access to care for all of our patients.

Missed Appointment (No-Show) Policy

At Hill Country Eye Care, we value your time and strive to provide timely care for all of our patients. When a patient misses a scheduled appointment without notifying our office, it prevents us from offering that appointment time to another patient in need.

Patients who miss a scheduled appointment without prior notice may have future appointments changed to walk-in only at the discretion of our office. Repeated missed appointments may also

result in limitations on advance scheduling.

If you are unable to keep your appointment, please contact our office as soon as possible so we can offer the appointment time to another patient.

Late Arrival Policy

At Hill Country Eye Care, we strive to provide quality care while respecting the scheduled appointment times of all our patients. To help us stay on schedule and minimize wait times,

we ask that patients arrive on time for their appointments. Patients are encouraged to arrive at least 10–15 minutes before their scheduled appointment time to complete any necessary

paperwork and verify insurance information.

A 10-minute grace period is provided for all scheduled appointments.

Patients who arrive more than 10 minutes late may be asked to:

● Reschedule their appointment to another available date and time, or

● Be seen as a walk-in, depending on the provider’s schedule and availability

Late arrival does not guarantee that you will be seen at your scheduled time. Patients who arrive after the grace period may experience longer wait times if accommodated as a walk-in.

Repeated late arrivals may result in future appointments being changed to walk-in only.

Walk-In Policy

Hill Country Eye Care welcomes walk-in patients whenever our schedule permits. Walk-in appointments are accepted based on provider availability and are not guaranteed. Walk-in patients are seen in the order they check in and may experience extended wait times depending on:

● The number of scheduled appointments

● The complexity of patient visits

● Provider availability

● Emergency or urgent medical cases

Patients who arrive late for a scheduled appointment and choose to remain as a walk-in will be placed into the walk-in queue and seen as time allows.

To reduce wait times and help ensure timely care, we strongly encourage patients to keep their scheduled appointment or notify our office in advance if they are unable to arrive on time.

Insurance and Financial Policy

At Hill Country Eye Care, we are committed to helping patients understand and utilize their insurance benefits. Insurance coverage can be complex, and policies vary by plan. We verify

benefits as a courtesy; however, patients are ultimately responsible for understanding their individual coverage and any charges not paid by their insurance company.

Vision Insurance vs. Medical Insurance Eye care services may be billed to either vision insurance or

medical insurance depending on the reason for the visit.

Vision insurance is generally used for:

● Routine eye examinations

● Glasses prescriptions

● Contact lens evaluations (when covered)

Medical insurance is used when the visit involves:

● Eye diseases or medical conditions

● Diabetes, hypertension, or other systemic conditions affecting the eyes

● Dry eye, infections, allergies, redness, pain, flashes, floaters, or vision changes

● Follow-up care for medical eye conditions

The doctor determines which insurance is appropriate based on the patient’s diagnosis, and services provided during the visit. Patients cannot choose which insurance is billed if medical guidelines require a specific insurance to be used.

Insurance Verification

Our office verifies insurance benefits as a courtesy prior to your appointment whenever possible. Verification does not guarantee payment, coverage, eligibility, or benefit amounts. Final

determination of benefits is made by your insurance company after claims are processed.

Patients are responsible for:

● Providing current and accurate insurance information

● Presenting insurance cards at each visit

● Informing the office of any changes in coverage before the appointment

Failure to provide updated insurance information may result in the patient being responsible for all charges.

Patient Financial Responsibility

Copayments, deductibles, coinsurance amounts, and charges for non-covered services are due at the time of service.

Patients are financially responsible for:

● Services not covered by insurance

● Deductibles and copayments

● Non-covered procedures or materials

● Charges denied by the insurance company due to eligibility, benefit limitations, or policy exclusions

Any outstanding balance may be billed to the patient.

Referrals and Authorizations

Certain insurance plans require referrals or prior authorizations before services can be provided. It is the patient’s responsibility to obtain any required referrals or authorizations prior to the

appointment. Failure to obtain required approvals may result in personal financial responsibility.

Insurance Participation

Insurance plans accepted by our office may change periodically. Patients are encouraged to contact our office prior to their appointment to verify participation and coverage.

By receiving services at Hill Country Eye Care, patients acknowledge that they understand and accept this Insurance and Financial Policy.

Respectful Conduct Policy

At Hill Country Eye Care, we are committed to providing a safe, welcoming, and respectful environment for our patients, visitors, and staff. We believe that mutual respect is essential to

delivering quality patient care and ask that everyone who enters our office treat others with courtesy and professionalism.

Patient Expectations

Patients and visitors are expected to:

● Treat all staff members, providers, and other patients with kindness and respect.

● Use appropriate language and maintain respectful communication at all times.

● Follow office policies and staff instructions regarding appointments, check-in procedures, and office operations.

● Respect the privacy and comfort of other patients within the office.

Unacceptable Behavior

The following behaviors will not be tolerated:

● Verbal abuse, yelling, or the use of offensive or discriminatory language.

● Threats, intimidation, harassment, or aggressive behavior toward staff, providers, or other patients.

● Physical violence or any actions that create an unsafe environment.

● Damage to office property or equipment.

● Refusal to follow reasonable office policies or repeated

disruptive behavior.

● Recording or photographing staff or other patients without permission.

Right to Refuse Service

Hill Country Eye Care reserves the right to refuse or discontinue non-emergency services to any patient whose behavior is abusive, threatening, disruptive, or creates an unsafe

environment for others.

Depending on the situation, the office may:

● Ask the individual to leave the premises.

● Require future visits to be on a walk-in basis or decline future scheduling privileges.

● Contact Walmart management or local law enforcement if necessary to ensure the safety of patients and staff.

Our Commitment

Our team is dedicated to treating every patient with dignity, compassion, and respect. We ask that the same courtesy be extended to our staff so we can continue providing a positive

experience for everyone.

Thank you for helping us maintain a safe, respectful, and welcoming environment for all.