Patient Portal

Updates to West Cary Psychiatry Policies and Procedures for 2025

We ask for your cooperation with these updates. Our goal is to minimize any disruption in care to our patients.
​Please contact us at [email protected] if you have any questions.

• Medication Refill Requests
  • All non-stimulant medication requests should be initiated through your pharmacy-this is the fastest way to get your refill
  • Stimulant medication (Adderall, Ritalin, etc) refills should be requested via patient portal or provider email. 
    • You can change the pharmacy to which the prescription is to be sent on the portal request screen
    • If your usual pharmacy is unable to fill your medication due to stocking issues, it is the responsibility of the patient to find a pharmacy that can fill the prescription and communicate this to WCP
  • If you are having an issue with your prescription, we ask that you communicate via patient portal or email unless you are unable to access these resources
  • The office policy is that patients allow 48 hours for their prescription refills. This provides time to address any issues with coverage (prior authorizations) or stocking (pharmacy unable to fill prescription), as well as any other issues that can arise.
• Contacting the Office
  • If you are unable to reach the office staff, please leave a voice mail.
  • All voice mail messages will be returned on the same business day
  • If no voice mail message is left, the office will not know that you called.
  • For non-emergent matters, you may also communicate via patient portal or email
  • For longer messages, it is ideal to communicate with your provider or staff via patient portal or email. This avoids any miscommunication of the information to the provider.
• Credit Card Convenience Fee
  • Starting January 1, 2025, 3.5% convenience fee will be added to any payments made via credit card
  • Fees assessed to WCP for use of HSA/FSA accounts for patients will be assessed to the patient's account
  • You are still able to pay your account balances via cash or check if you do not wish to accrue these fees
• Deductible Collection
  • Starting January 1, 2025, the amount of $150 will be collected at the time of service if your insurance plan shows that you are in the deductible period of your plan
  • Outside of the deductible period, the copay or co-insurance indicated by your insurance will be collected at the time of service
  • If you believe your deductible or copay/co-insurance to be incorrect, only you can dispute this with your insurer. 
  • West Cary Psychiatry is legally obligated to collect what your plan says you owe, as indicated on your insurer's online verification resource
  • These amounts are indicated on the Explanation of Benefits (EoB) sent to the insured by the insurance via mail for each date of service.
  • We will happily provide a pdf via email of the information on the insurance verification website upon request
• Telehealth
  • Starting January 1, 2025, any patient account that is more than two months in arrears will be ineligible for telehealth services until at least 1/2 of the existing balance is paid and a payment plan is set up, if needed
  • If the payment plan is unpaid, the patient will no longer eligible for telehealth services until the account is paid in full
  • To assist with being able to bring the account current, WCP offers payment plans, with the understanding that all future balances must be paid when due
  • To be eligible for telehealth services, each account must either pay via the patient portal prior to the appointment or have a credit card on file with WCP
  • The credit card on file form is available online on our website
• Other Billing Changes
  • If the account balance is more than $300, no payment plan is in place or the payment plan has been unpaid or WCP has been unable to reach the account holder by email, phone or mail for more than 3 attempts at contact, the account will be sent to collections and patient will be terminated from the practice.
  • Please make sure that the practice has the correct contact information for you to avoid any misunderstanding
  • Account statements are sent electronically and are posted to the patient portal. If a paper statement is requested, a fee of $2 will be assessed
  • Whenever you receive a new insurance card or change insurance, please update this information immediately with WCP
    • The patient portal has a function where the front and back of the insurance card can be uploaded by the patient
    • You can also email a copy of the front and back of your card to [email protected]
    • Keeping your insurance up to date will allow WCP to notify you of any issues with in-network services prior to the time of your next appointment

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Office Hours: Monday - Thursday 8 am to 5 pm and Friday 8 am to 3 pm
We are closed each day for lunch 12pm-1pm.