1.1 Scope of Services

Sanova Urgent Care provides walk-in and telehealth urgent care services for non-life-threatening illnesses and injuries. Our services include, but are not limited to:

• Treatment of minor illnesses (cold, flu, infections, allergies)
• Minor injury care (cuts, sprains, minor fractures)
• On-site digital X-ray imaging
• Laboratory testing and diagnostics
• IV hydration therapy and wellness treatments
• Telehealth consultations via secure video platform

1.2 Emergency Care Disclaimer

IMPORTANT: This is NOT an emergency roomFor life-threatening emergencies including chest pain, difficulty breathing, severe bleeding, stroke symptoms, loss of consciousness, or serious injuries, immediately call 911 or go to the nearest emergency room. Sanova Urgent Care is not equipped to handle life-threatening emergencies.

1.3 Service Availability

We operate on a walk-in basis during posted business hours. While we make every effort to see all patients promptly, wait times may vary based on patient volume and acuity. Pre-registration may reduce but does not eliminate wait times.

We reserve the right to modify operating hours for holidays, emergencies, or unforeseen circumstances. Updates will be posted on our website and social media channels.

1.4 Telehealth Services

Telehealth visits are conducted via secure, HIPAA-compliant video platform. By participating in a telehealth visit, you acknowledge:

• You are responsible for ensuring a stable internet connection
• You are located in the state of Arizona during the consultation
• Telehealth has limitations compared to in-person visits
• The provider may require an in-person visit if clinically necessary
• You consent to the use of video and audio technology for your care

As a patient, you agree to:

• Provide Accurate Information: Supply complete and accurate medical history, current medications, allergies, and insurance information
• Valid Identification: Present valid government-issued photo ID and current insurance card at each visit
• Follow Medical Advice: Comply with treatment recommendations and follow-up instructions provided by our medical staff
• Medication Adherence: Take prescribed medications as directed and report any adverse reactions immediately
• Respectful Behavior: Treat all staff, providers, and other patients with courtesy and respect
• Timely Payment: Pay all applicable co-pays, deductibles, and outstanding balances when services are rendered
• Update Information: Notify us of any changes to contact information, insurance coverage, or medical conditions

• Appointment Compliance: Arrive on time for scheduled follow-up appointments and notify us if you cannot attend

2.1 Prohibited Conduct

The following behaviors are strictly prohibited and may result in termination of services:

• Abusive, threatening, or violent behavior toward staff or patients
• Drug-seeking behavior or prescription fraud
• Providing false information or fraudulent insurance claims
• Recording staff or other patients without explicit written consent
• Smoking, vaping, or use of controlled substances on clinic premises

3.1 Walk-In Services

Sanova operates primarily on a walk-in basis. No appointment is required for urgent care visits. Patients are seen in order of arrival and medical acuity, as determined by our triage protocols.

3.2 Pre-Registration

Online pre-registration is offered for patient convenience to expedite the check-in process. Pre-registration does not guarantee:

• A specific appointment time or slot
• Immediate service upon arrival
• Priority over walk-in patients with higher medical acuity

Pre-registered patients must still check in upon arrival and may experience wait times based on current patient volume.

3.3 Telehealth Appointments

Telehealth consultations may be scheduled or conducted on a walk-in basis through our secure video platform. If you cannot attend a scheduled telehealth appointment:

• Cancellations should be made at least 2 hours in advance when possible
• No-shows may be subject to a $50 administrative fee
• Repeated no-shows may result in restrictions on future telehealth scheduling

3.4 Follow-Up Appointments

If a follow-up appointment is scheduled after your visit, please arrive on time. Late arrivals (more than 15 minutes) may need to be rescheduled based on provider availability.

4.1 Payment Responsibility

You are financially responsible for all services rendered, regardless of insurance coverage. Payment is expected at the time of service unless other arrangements have been made in advance.

4.2 Insurance Coverage

We accept most major insurance plans. However:

• Insurance coverage verification is the patient’s responsibility
• You must provide current, valid insurance information at each visit
• Co-pays, deductibles, and co-insurance are due at time of service
• We will bill your insurance as a courtesy, but you remain ultimately responsible for all charges
• If insurance denies payment, you will be billed for the full amount

4.3 Self-Pay Patients

Patients without insurance or choosing not to use insurance must pay in full at the time of service. We accept:

• Cash, credit cards (Visa, MasterCard, Discover, American Express)
• Debit cards and HSA/FSA cards
• CareCredit and other healthcare financing options

4.4 Outstanding Balances

Unpaid balances are subject to the following:

• Payment is due within 30 days of billing statement
• Late fees may apply to overdue accounts
• Accounts over 90 days past due may be sent to collections
• Collection agency fees and legal costs may be added to your balance
• Unpaid balances may result in suspension of non-emergency services

4.5 Billing Disputes

If you dispute a charge, please contact our billing department at 520-232-2525 within 30 days of receiving your statement. We will work with you to resolve any billing concerns.

5.1 Operating Hours

Our standard operating hours are posted on our website and at our facility entrance. Hours are subject to change for holidays and emergencies. We recommend calling ahead or checking our website for current hours.

5.2 Patient Privacy & HIPAA

We are committed to protecting your privacy in accordance with HIPAA regulations. For complete information about how we use and protect your health information, please review our Privacy Policy.

5.3 Medical Records

You have the right to access and receive copies of your medical records. Requests should be made in writing and may be subject to a reasonable copying fee. Please allow 30 days for processing.

5.4 Prescription Policy

• We do not prescribe controlled substances for chronic pain management
• All prescriptions are subject to clinical judgment and state regulations
• We may require consultation with your primary care physician before prescribing certain medications
• Prescription refills should be obtained through your primary care provider

5.5 Minors

Patients under 18 must be accompanied by a parent or legal guardian. The guardian must present identification and provide consent for treatment. Exceptions may be made for emancipated minors with proper documentation.

6.1 Standard of Care

Sanova Urgent Care provides medical services in accordance with accepted standards of urgent care medicine. However, we cannot guarantee specific outcomes or results from any treatment provided.

6.2 Diagnostic Limitations

While we utilize advanced diagnostic tools including digital X-ray and laboratory testing, not all conditions can be definitively diagnosed in an urgent care setting. You may be referred to specialists or emergency departments for further evaluation when clinically appropriate.

6.3 Follow-Up Care

It is your responsibility to schedule and attend recommended follow-up appointments with Sanova or with your primary care physician. Failure to seek appropriate follow-up care may result in worsening of your condition.

6.4 Limitation of Liability

To the fullest extent permitted by law, Sanova Urgent Care’s liability for any claim related to services provided shall be limited to the amount paid for those services. We are not liable for:

• Delays in treatment due to patient volume or emergencies
• Adverse outcomes resulting from failure to follow medical advice
• Complications arising from pre-existing conditions
• Loss or theft of personal property on clinic premises