Is there a new prescription?

We notify you of new prescriptions within 1 business day of receiving it. If you haven’t gotten it, it most likely means we don’t have it. Have the patient talk to their doctor or adjuster and have them send it to us.

We can’t call the doctor every time a patient thinks they should have a new prescription. They’re often wrong and if we’re asking all the time, we would sour our relationship with our referring doctors. It is however, totally appropriate for a patient to call and find out what’s going on.

Here is what happens: a patient goes in for their monthly checkup and tells the patient they are ordering a new massage plan. The patient thinks its a done deal but it isn’t. It might take their office 3-4 days to make the plan and send it off to the adjuster. Then the adjuster can take from 1 day to 2 months to approve it. Our work doesn’t start until we get the approved plan. If the patient think its taking too long for approval they can call their adjuster but in most cases it is NOT appropriate for us to do that. The main time we contact the doctor is if the doctor explicitly told the patient they faxed an APPROVED plan to us and we didn’t get it for some reason.

If the client wants to come to an appointment before we receive their approved plan, they can pay you out of pocket and we can refund them if/when a plan valid for that service date is received. Usually when there is a delay in approving a plan, the coverage is retroactive to the original start date specified on the plan.