Patient Policies & Rights

Patient Rights

As a patient of Catamount Health Community Wellness Center, you have the right to receive care that is respectful, compassionate, and free from discrimination. In accordance with federal and state regulations, including Title VI of the Civil Rights Act of 1964, Section 1557 of the Affordable Care Act, the Americans with Disabilities Act (ADA), and the Vermont Fair Housing and Public Accommodations Act, we affirm the following rights for all patients:

• The right to receive treatment without discrimination based on race, color, national origin, age, disability, sex, sexual orientation, gender identity, religion, or ability to pay.
• The right to receive information about your diagnosis, treatment options, prognosis, and the risks and benefits of proposed procedures in language you understand.
• The right to participate in all decisions regarding your care and to refuse or discontinue treatment at any time.
• The right to confidentiality of your protected health information in accordance with the Health Insurance Portability and Accountability Act (HIPAA) and Vermont health privacy laws.
• The right to access and obtain copies of your medical records within 30 days of a written request.
• The right to request amendments to your medical records if you believe information is inaccurate or incomplete.
• The right to receive an itemized bill and explanation of charges for services rendered.
• The right to file a grievance or complaint without fear of retaliation or negative impact on your care.
• The right to receive language interpretation and translation services at no cost if your primary language is not English.
• The right to designate a healthcare proxy or surrogate decision-maker in accordance with Vermont advance directive laws.

Patient Responsibilities

To ensure the highest quality of care and a respectful environment for all patients and staff, we ask that patients and their families uphold the following responsibilities:

• Provide complete and accurate information about your health history, medications, allergies, and current symptoms to the best of your ability.
• Arrive on time for scheduled appointments and notify our office at least 24 hours in advance if you need to cancel or reschedule.
• Treat all staff, providers, and fellow patients with courtesy and respect.
• Follow your agreed-upon treatment plan and communicate promptly if you have concerns or are unable to comply with recommendations.
• Provide accurate insurance and financial information and fulfill your financial obligations for services rendered.
• Inform us promptly of any changes in your contact information, insurance coverage, or family size for sliding-scale verification purposes.

Appointment & Cancellation Policy

Appointment availability is critical for all members of our community. When patients miss or cancel appointments without adequate notice, it prevents other individuals from receiving timely care. To ensure equitable access, the following scheduling policies are in effect:

• Advance Notice: We require a minimum of 24 hours advance notice for all appointment cancellations and reschedules. You may cancel by calling (802) 555-0147 ext. 1, or through the patient portal.
• Late Cancellation Fee: Cancellations made with fewer than 24 hours notice may result in a $35 late cancellation fee. This fee is not billable to insurance and is the patient's direct responsibility.
• No-Show Policy: Failure to appear for a scheduled appointment without any prior notice constitutes a no-show. A $50 no-show fee may apply. Three no-show occurrences within a 12-month period may result in a review of your patient status and may require a care coordination meeting prior to future scheduling.
• Late Arrival Grace Period: We understand that unforeseen circumstances arise. A 15-minute grace period is provided for all appointments. If you arrive more than 15 minutes past your scheduled time, your appointment may need to be rescheduled to maintain the schedule for other patients. Please call our front desk immediately if you anticipate a delay.
• Same-Day Appointments: Limited same-day appointment slots are available for acute concerns on a first-come, first-served basis. Please call by 9:00 AM for the best availability.

Billing & Payment Policy

Catamount Health is committed to financial transparency and accessible care for all members of our community. Our billing policies are designed to be fair, understandable, and supportive of patients across all income levels.

• Insurance: We accept Medicare, Medicaid, DVHA Green Mountain Care, Blue Cross Blue Shield of Vermont, MVP Health Care, Cigna, and most commercial health insurance plans. Please present your insurance card at every visit. It is the patient's responsibility to verify coverage and benefits with their insurer.
• Copayments & Deductibles: Copayments are due at the time of service. We accept cash, check, Visa, Mastercard, and HSA/FSA cards. Patients are responsible for any deductible, coinsurance, or non-covered charges as determined by their insurance plan.
• Sliding-Scale Fees: Patients without insurance or with limited income may qualify for reduced fees through our sliding-scale program. Eligibility is determined by household income and family size, verified by documentation submitted at intake. Sliding-scale fees must be renewed annually. For details, please see our Pricing & Fee Schedule page.
• Payment Plans: For balances exceeding $200, interest-free payment plans of up to 12 months may be arranged through our billing department. Please contact (802) 555-0147 ext. 3 to discuss options.
• Outstanding Balances: Accounts with balances exceeding 90 days past due will receive written notification. Catamount Health makes every effort to work with patients before referring accounts to an external collections agency.

Telehealth Services

Catamount Health offers telehealth appointments for select services including behavioral health counseling, nutrition consultations, chronic disease management follow-ups, and general wellness check-ins. By participating in a telehealth visit, you acknowledge and consent to the following:

• Telehealth consultations are conducted via HIPAA-compliant video conferencing platforms. You will receive a secure link prior to your appointment.
• A stable internet connection, a device with a camera and microphone, and a private, well-lit location are required for telehealth visits.
• Telehealth is not appropriate for all clinical situations. Your provider may recommend an in-person visit if the clinical assessment requires a physical examination or diagnostic testing.
• The same cancellation and no-show policies apply to telehealth appointments as to in-person visits.
• Insurance coverage for telehealth services may vary. Please verify your plan's telehealth benefits with your insurer prior to your appointment.

Medical Records & Continuity of Care

Patients may request copies of their medical records by submitting a signed Authorization for Release of Health Information form, available at our front desk or through the patient portal. Records requests are processed within 30 days in accordance with HIPAA regulations. A reasonable fee for copying and mailing may apply for paper records. Electronic records may be transmitted securely via our patient portal at no charge. When transferring care to another provider, we will coordinate the secure transfer of relevant medical records to ensure continuity of care, provided a valid authorization is on file.

Grievance & Complaint Resolution

Catamount Health takes all patient concerns seriously and is committed to prompt, fair resolution. If you have a complaint or grievance regarding your care, billing, or any aspect of your experience with our organization, we encourage you to follow these steps:

1. Informal Resolution: Speak directly with your provider or our front desk staff. Many concerns can be resolved at the point of care.
2. Formal Written Complaint: Submit a written complaint to our Patient Advocate at [email protected] or by mail to our office address. Written complaints are acknowledged within 5 business days and investigated within 30 business days.
3. External Review: If you are not satisfied with our internal resolution, you may file a complaint with the Vermont Department of Health, Health Facility Licensing and Certification at (802) 863-7250, or the Office for Civil Rights (OCR) at the U.S. Department of Health and Human Services.

Filing a grievance will never result in retaliation or negative consequences for your ongoing care at Catamount Health. We view every complaint as an opportunity to improve our services and uphold our commitment to patient-centered excellence.