Patient Information

Our goal is to be your partner in healthcare by serving as your medical home. We are committed to make a personal primary care provider available to you who provides for your healthcare needs and helps to coordinate your care across all settings, including the hospital, clinics, testing facilities, and other places where you receive healthcare.

This information is for approved Lackey Clinic patients.
Click for specific information on the topics below.

General Patient Information

PATIENT POLICIES

  • What to bring to appointments

    • All Medication Bottles for medications you are currently taking, including over-the-counter medications and supplements.
    • Diabetics bring blood sugar log.
    • New Patients bring all health information and records you have to your first appointment.

  • Medical No-Show Policy

    • There is a $10.00 no show fee for all missed appointments or late cancellations.
    • Cancellations must be made by 4:30p.m. the day before the appointment.
    • If you are late or do not cancel an appointment, it is considered a NO-SHOW. Three NO-SHOWS, including late cancellations, may result in dismissal from the clinic.

  • Behavior

    In the event that a patient feels he/she has any grief or complaint against the clinic, the patient is to resolve the issue with management. Patient may lose their eligibility status if any type of hostile or threatening behavior is observed at any site where patient goes as a Lackey patient.

  • Language Barrier

    Patients who do not speak English MUST bring an interpreter to all visits within the clinic in order to be seen.

  • Medical Questions

    You may call the clinic at 757-886-0608 during the office hours below for medical questions. For after hours, refer to the Emergency Department Policies below.

    Monday-Wednesday: 8:30a.m.-5:00p.m.
    Thursday: 8:30a.m.-7:30p.m.
    Friday: 8:30a.m.-12 Noon

Pharmacy Policies

  • Refills

    • Call the clinic at 757-886-0608 option 5 and follow recorded instructions.
    • Call ONE WEEK prior to running out of medication.
    • Allow 3 days for refills to be ready for pick-up.

  • Medication Pickup Times

    Monday: 9:00a.m.-4:30p.m.
    Tuesday: 9:00a.m.-11:30a.m.
    Wednesday: 9:00a.m.-4:30p.m.
    Thursday: 11:00a.m.-7:30p.m.

  • The Pharmacy Connection (TPC)

    • This program helps our patients receive medications free from pharmaceutical companies’ Patient Assistance Programs.
    • Allow 6 weeks for new prescriptions and 3 weeks for refills.
    • Please notify the clinic if you receive correspondence from any pharmaceutical company. For questions call 757-866-0608 x247.
    • Medical and financial information may be shared with other healthcare providers, pharmaceutical companies and their designees, as needed for audit and medical treatment purposes.

Other

  • Referral Policies

    • Only Lackey Clinic can refer you to Specialty Care appointments.
    • You must call to make the appointment within 30 days of receiving a referral or you will lose your referral opportunity.
    • You are responsible for any FEES for services not referred by Lackey Clinic.
    • If you are unable to make a Specialty Care appointment and do not cancel within the specified time period, you will be billed $150 by the provider.

  • Emergency Department

    • ALL HOSPITAL ED VISITS ARE MONITORED.
    • If you have a life-threatening emergency go directly to the closest Emergency Department or call 911.
    • If you feel you need to visit the Emergency Department during clinic hours for non-life-threatening reasons, call the clinic to speak with a nurse before going to the hospital.
    • If you feel you need to visit the Emergency Department after clinic hours for non-life-threatening reasons, please call ASK-A-NURSE at 757-595-6363 first.
    • You may be required to pay portions of your Emergency Department bill if seen or receive services by a provider who does not participate in the Project Care network.
    • If the ED is OVERUSED or INAPPROPRIATELY used, Lackey Clinic will not be responsible for those fees and you may be dismissed from the clinic.

  • Dental Policies

    • All dental patients must have a medical appointment at Lackey Clinic prior to their first dental visit.
    • There is a $10 recommended donation per dental appointment.
    • Available services include cleanings, fillings, and extractions.
    • Specialized services such as dentures, root canals, bridges, crowns and oral surgery are NOT available.
    • An Emergency Walk-In Dental Clinic is available for PAIN ONLY most 3rd Thursdays of the month on a first come/first served basis at 8:30a.m.
    • Cancellations must be made two days prior to the appointment. Two NO-SHOWS will result in dismissal from the dental program.

  • Eligibility Policies

    • Patients must have a current Lackey card in order to receive care or medication. It is the patients’ responsibility to have their card renewed by the expiration date.
    • Please check screening times and dates, as well as the list of documents needed, before coming to eligibility screening.
    • Requirements and dates can be found on our website: lackeyclinic.org/patient-eligibility
    • There is a $5.00 recommended donation for all cards, new or replacement.
    • If your income changes or you become insured (including Medicaid and Medicare) you MUST notify the clinic of these changes immediately.
    • Any falsification or withholding of information regarding income or insurance status will result in suspension or dismissal from the clinic.
    • Any falsification or withholding of information regarding income or insurance status will result in suspension or dismissal from the clinic.
    • Patients that receive care at Lackey Clinic can have no other Primary Care Provider or ongoing treatment from another facility unless approved or provided by Lackey Clinic. Patients may be dismissed if alternate care is provided without the knowledge of Lackey Clinic.

  • Recommended Donations and Fees

    • Medical Walk-In Clinic: $5.00
    • Medical Appointments : $10.00
    • Dental Appointments: $10.00
    • TPC/RXP Medications: $3.00 per 30 day supply prescription
    • Lackey cards (new and replacement): $5.00
    • There is a $4.00 fee per 30 day supply($20.00 maximum)
      There is a $10.00 fee per 90 day supply prescription($50.00 maximum)

  • Services NOT Available

    • Chronic Pain Management.
    • Testing for STDs, Disability physicals, Workmen’s Compensation physicals, or DOT (Dept. of Transportation) physicals.
    • The following medications are NOT provided: Narcotics, birth control, sleeping pills or anti-anxiety medications.

  • Social Media Policy

    In the event that a patient feels he/she has any grief or complaint against the clinic, the patient is to resolve the issue with management. Any derogatory or inflammatory comments posted to Lackey Clinic’s social media sites are grounds for immediate dismissal.