Appointment Cancellation Policy

Rooted Lactation has instituted an Appointment Cancellation Policy. A cancelation made with less than 24-hour notice significantly limits our ability to make the appointment available for another patient in need. To remain consistent in having the greatest availability for our patients, we have instituted the following policy:

  • Please provide us 24-hour notice in the event that you need to reschedule your appointment. This will allow us the opportunity to provide care to another patient. Any cancellation made within 24-hours of a scheduled appointment may be assessed a $25.00 fee. 

  • If you or a family member is feeling ill, we are happy to change your appointment to a virtual visit. If this will not work for you, the cancellation fee does apply.

  • This fee is not billable to your insurance and will automatically be charged to the credit card on file or via invoice due at the time of receipt.

  • As a courtesy, we make several reminders for appointments. Please note, if a reminder message is not received, the cancellation policy remains in effect. 

  • Repeated cancelled appointments may result in termination of the provider/patient relationship. 

If you have any questions regarding this policy, please let us know and we will be glad to clarify any questions you have. 

Communication Policy

Rooted Lactation is open by appointment only. However, we strive to provide adequate communications with our patients Monday - Friday from 9:00am to 5:00pm. This does not include holidays and other closures. If you are experiencing a medical emergency, please contact 911, or your primary care providers office as appropriate. Please read the following communication expectations for Rooted Lactation:

  • Phone calls and electronic messaging will be responded to within 1 business day. You will receive the quickest response via electronic forms of communication.

  • We provide each patient with a detailed Care Plan and overview of your visit. Expect these to be delivered via email and please allow up to 24-hours for delivery.

  • We MAY respond to messages outside of our communication hours; however, it is not guaranteed and should not be expected. Please reach out at any time of day but understand that you may not receive a response until the next business day.

  • We will attempt to contact patients 2 times for results, changes to care plans, follow-up questions, and other important medical information. Please respond in a reasonable time frame.

  • You may opt-out of any form of communication at any time by notifying us directly.

As a small business, we aim to provide quality care and communication to each and every patient we serve. We will be primarily relying upon electronic written communications between patients and the clinic. What this means is that primary contact between patient and clinic will be via email, secure messaging through the patient portal, a secure online appointment scheduling portal, and text messaging. In order to provide our patients with accessible and quality care, please note the following:

  • Communications via text messaging is convenient, however this is not a secure, encrypted, or confidential form of communication. Data rates are the responsibility of the patient. As a patient, you understand that text messaging is not confidential. Our clinic will use this form of communication unless you opt-out, which you can do at any point in time. The privacy and security of text messaging communication cannot be guaranteed, and patient is releasing Rooted Lactation from any responsibility of information shared via text.

  • Email is not technically a secure communication medium. If you choose to use this form of communication, please note that the privacy and security of email communication cannot be guaranteed and as the patient you are releasing Rooted Lactation from any responsibility of information shared via email.

  • Communication through our patient portal is the only private and HIPAA secure means of communication. Please sign up for an account and check messages often.

If you have any questions regarding this policy, please let us know and we will be glad to clarify any questions you have.

Illness Policy

To minimize risk of exposure and transmission of viruses, if you or a member of your household are experiencing any symptoms such as a fever, coughing, or shortness of breath you must cancel, reschedule, or change your appointment to a telehealth visit. If during your appointment we determine that anyone in your household is having symptoms your appointment will be ended and the cancellation fee will be applied. Thank you for your understanding. To protect yourself and your baby we clean and sanitize all of our equipment after every visit, wash our hands before and after touching you or your baby, wear a mask if/when indicated, and commit to rescheduling or converting your appointment to telehealth if we develop any symptoms.