Clear access. Thoughtful care. A relationship built to last.

The patient portal is the best place for routine communication because it keeps your message secure and connected to your medical record. Messages are reviewed during office hours and answered as clinical care allows.

• Routine medication refill requests
• Brief questions after a recent visit
• Updates requested by your provider
• Questions about instructions, referrals, or the next step in your plan
• Scheduling requests and nonurgent administrative needs

After hours access is for active members with a time sensitive concern that may not safely wait until the next clinic day. Use the secure member contact method provided by the clinic.

• A new or worsening symptom that feels urgent but does not appear life threatening
• A concerning reaction or unexpected change after a recent visit or medication
• A sudden change in a chronic condition when prompt guidance may prevent a delay in care
• Help deciding whether urgent care or the emergency department is the right next step

After hours contact does not guarantee treatment by message. You may be directed to urgent care, the emergency department, or the next available appointment based on safety and the information available.

Messaging cannot safely replace every visit. A new appointment gives your provider enough time to understand the concern, ask follow up questions, examine you when needed, and document a complete plan.

• A new problem that has not been evaluated
• Symptoms that persist, return, or worsen
• A request to start, stop, or significantly change medication
• Several unrelated concerns
• A condition that may require an examination, testing, or a detailed assessment
• Paperwork that requires a new clinical evaluation

Direct Primary Care is not an emergency service. Messages, calls, and portal requests may not be seen immediately.

Direct access works because it is built on trust, respect, and good judgment. Routine refills, scheduling, forms, longstanding symptoms, and nonurgent questions should wait for office hours. Please allow time for a thoughtful response and avoid sending the same request through several channels.

If after hours access is repeatedly used for routine needs, if recommended appointments are repeatedly bypassed, or if communication becomes unsafe or disrespectful, the clinic will first try to clarify expectations and create a written communication plan.

If the pattern continues, nonurgent concerns may be directed to scheduled visits. Membership may be ended according to the signed membership agreement and applicable continuity of care requirements. Patient safety, respectful communication, and appropriate notice will remain important throughout that process.