For Patients
Office Policies
At Wild Root Direct Care, we want your care to feel personal, clear, and easy to navigate. These policies help us protect appointment time and make sure you know what to expect. You’ll receive our full policies when you register.
Appointments
Request an appointment online, or call or text 901-499-8200. If you need an accommodation for your visit, please let us know when you schedule.
Please arrive 10 minutes early for your first in-clinic visit so we can finish your paperwork. If you are more than 15 minutes late, we may need to reschedule. Telehealth visits are scheduled appointments, just like visits in the clinic. DOT physicals are completed in the clinic only.
Cancellations and Missed Visits
Please call at least 24 hours before your appointment if you need to cancel or reschedule. A missed appointment or cancellation with less than 24 hours’ notice may result in a $50 fee for an office or telehealth visit, or a $100 fee for a home visit, IV appointment, or procedure. These fees are charged only when permitted by your insurance plan and applicable rules. TennCare members are not charged missed appointment fees.
Insurance and Payment
Please bring your photo ID and current insurance information to each visit, including telehealth and home visits. Copays and other amounts known to be your responsibility are due at the time of service. After your claim is processed, we’ll send a statement for any remaining amount you owe under your plan. If you are paying directly, payment is due at the time of your visit.
Insurance coverage varies by plan. We can help check your benefits, but we cannot guarantee payment before your insurance company processes a claim. If you have a question about a bill or need a payment arrangement, please call us.
Some services are self-pay (cash pay) only and are not billed to insurance, including hormone therapy, IV therapy, and wellness injections. Memberships do not cover IV therapy or wellness injections.
Memberships
Membership visits reset each month; unused visits do not carry over. Monthly memberships have a 3-month minimum commitment, and yearly memberships are non-refundable when you choose to cancel. See our membership terms for full details.
Prescription Refills
Please request refills through your pharmacy and allow up to two business days for us to review them. Some medications require a follow-up appointment or lab work before they can be refilled. We’re unable to guarantee same-day, after-hours, or weekend refills, so please request refills before you run out.
Labs and Results
Lab coverage and patient costs vary by insurance plan. Most results are available within three to five business days, though some tests take longer. We’ll contact you about results that need follow-up and let you know the next step.
Forms and Medical Records
Please allow five business days for forms such as FMLA or disability paperwork. A $35 form fee may apply when permitted by your insurance plan and applicable rules. TennCare members are not charged routine form completion fees. Please submit medical records requests in writing. We will respond within 30 days, as required by law.
Patient Portal
You can use the patient portal for non-urgent questions and messages. Please allow one to two business days for a reply. A concern that needs an evaluation or treatment decision may require an appointment. Do not use the portal for emergencies.
Children and Teens
We see children ages 5 and up. Wild Root Direct Care does not offer vaccines. Please arrange vaccinations through your child’s pediatrician, health department, or another vaccine provider.
A parent or legal guardian should accompany a patient under 18 unless the patient can consent to their own care under applicable law. Please contact us before the visit if you have questions about who needs to attend.
Weather, After-Hours Care, and Emergencies
If severe weather affects appointments, we’ll contact patients who need to be rescheduled. Mobile visits may be postponed when road conditions are unsafe.
For urgent needs when we are closed, please seek care at an urgent care clinic or emergency department. If you are experiencing a medical emergency, call 911.
A Respectful Place for Care
We treat every patient with dignity and ask that patients and visitors treat others with the same respect. Threatening, abusive, or disruptive behavior toward staff or other patients may result in dismissal from the practice.