Question 1

What should I do if I have a medical emergency?

Accepted Answer

Clear and Direct Care is not an emergency medical provider. If you experience chest pain, difficulty breathing, signs of stroke, severe bleeding, loss of consciousness, suicidal thoughts with immediate intent, or any other medical emergency, call 911 or proceed to the nearest emergency department immediately. Do not rely on electronic messaging or telehealth services during an emergency.

Question 2

What are your office hours?

Accepted Answer

Our Concierge Team is available Monday through Friday from 9:00 a.m. to 4:00 p.m. (excluding recognized holidays) to assist with membership questions, scheduling requests, general inquiries, care coordination, and communication with our providers.As a concierge practice with multiple independent healthcare providers and specialty services, members may contact us through our concierge email or the online inquiry form available on our website. These communication channels are monitored during normal business hours.We strive to respond to all emails and online inquiries within 12 business hours. If your inquiry requires further discussion or cannot be adequately addressed by email, a member of our Concierge Team will contact you using the telephone number you provided, generally within one (1) business day.Provider appointment availability may vary based on each provider's schedule. Some appointments, including telehealth services or appointments outside of traditional business hours, may be available by advance appointment and at the discretion of your provider.For urgent concerns outside normal business hours, please follow the after-hours instructions provided in your Membership Agreement and welcome materials. Concierge communications are not monitored continuously and should never be used for medical emergencies. If you are experiencing a medical emergency, call 911 or proceed to the nearest Emergency Department. If you are experiencing a mental health crisis or suicidal thoughts, call or text 988 immediately.

Question 3

What if I arrive late for my appointment?

Accepted Answer

We understand that unexpected delays occur. If you anticipate arriving late, please notify us as soon as possible. Depending on the amount of time remaining, your provider may still be able to see you, your appointment may need to be shortened, or it may require rescheduling to ensure adequate time for your care and to avoid delays for other patients.

Question 4

Can I request copies of my medical records?

Accepted Answer

Yes. Patients have the right to request access to their medical records in accordance with applicable federal and state laws. Requests should be submitted through the EHR or via email info@clearanddirectcare.com. We will get this to you within 72 hours at the latest.

Question 5

Can another provider obtain my medical records?

Accepted Answer

Yes, with your permission. Upon receiving your written authorization, or when otherwise permitted by law, we can securely share relevant medical records with other healthcare providers involved in your care to help ensure continuity and coordination of treatment.

Question 6

What if I have a concern or complaint about my care?

Accepted Answer

We value patient feedback and are committed to providing high-quality healthcare. If you have a concern regarding your experience, we encourage you to contact us promptly by emailing us at info@clearanddirectcare.com  Our leadership team will review your concern, investigate when appropriate, and work with you toward a timely and respectful resolution in accordance with our patient grievance process.

Question 7

Can Clear and Direct Care terminate my membership?

Accepted Answer

In limited circumstances, Clear and Direct Care reserves the right to suspend or terminate membership consistent with applicable laws and professional obligations. Reasons may include non-payment, fraudulent activity, abusive or threatening behavior, repeated violation of policies, misuse of services, or situations in which the provider-patient relationship can no longer be maintained safely or effectively. Whenever appropriate, reasonable notice and assistance with continuity of care will be provided. Clear and Direct Care will notify you of this decision and reason.

Question 8

How will I know if your policies change?

Accepted Answer

From time to time, Clear and Direct Care may update its policies, membership terms, privacy practices, or website content to reflect changes in healthcare regulations, technology, or practice operations. Updated policies will be posted on our website, EHR and significant changes may also be communicated through the patient portal, email, or other approved communication methods.

Question 9

How can I contact Clear and Direct Care?

Accepted Answer

Members may contact our office by email: info@clearanddirectcare.com , via our secure patient portal, email (when appropriate), or through the contact information provided on our website. Administrative staff are available during normal business hours to assist with scheduling, billing questions, membership inquiries, referrals, and general support.

Question 10

Why choose Clear and Direct Care?

Accepted Answer

Our mission is to make healthcare more personal, accessible, and proactive. Through a membership-based model, we are able to spend more time with our patients, emphasize prevention, coordinate care across multiple healthcare disciplines, and develop meaningful relationships that support lifelong wellness. We believe healthcare should be transparent, compassionate, collaborative, and centered around the unique goals of every individual and family we serve. Whether you need preventive care, chronic disease management, mental health support, nutrition guidance, or coordinated care across multiple providers, our team is committed to helping you achieve your best possible health.

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