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3385 Naaman School Rd., Garland, TX 75040
1208 Village Creek Dr. #104, Plano, TX 75093
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Office Policies


Reyna Hernandez OD

3385 Naaman School Rd

Garland, TX 75040

Office Policies

We want to make your experience at The Vision Source a positive one. In order to accomplish this, we must work together as a team to provide a quality care in a supportive environment. We want and need you to be a part of the team as well. This allows you to receive the best and most immediate services. Below is a summary of our office policies, which we hope will allow you access to the information you need in making important health care decisions. We would like to apologize in advance if you are inconvenienced by the wait time in our office. Please understand that each patient is valuable to us and our Practice. Each patient is given as much time to their exam procedures as needed to ask questions. We ask that you be patient and understand the value in everyone here at our office.

OFFICE HOURS: Our office hours are as follows: Monday – Thursday from 9:00am to 6:00 pm and Friday 10:00am to 5:00pm

APPOINTMENTS: Office visits are made by appointments only. We strive to see our patients as close to their appointment time as possible. As you know, emergencies do arise and can cause an increase in wait time. Patients who arrive late for an appointment may be asked to reschedule. Patients that fail to show to their appointment or fail to call to cancel their appointment 24 hours prior will be assessed an administrative fee of $25.00. Minors will not be seen without a parent or legal guardian present.

TELEPHONE CALLS: We ask that you make all non-emergency calls and prescription refills during our regular office hours when your patient chart is readily available. We will return your call as quickly as possible. Prescription refills will not be completed after normal office hours. Calls made after 5pm might not be retuned until the next business morning. Patients that call after office hours can leave a message for a return call the next business morning.

PATIENT/INSURANCE PAYMENTS: Payment is expected at the time services are rendered. Payment will be accepted in the form of cash, check, and credit card. We require that you present accurate insurance information and that you complete a registration form on the initial appointment and update when your insurance coverage changes. Our goal is to help you utilize your insurance benefits in every way. If you have insurance coverage with a vision plan that our office participates with, we will collect the portion you are responsible for and file the claim. While this office will attempt to negotiate disputed claims with the insurance carrier the ultimate obligation for services rest with the patient. Please be aware that most insurance plans do not cover 100% of the services provided. After the insurance company has paid your claims if you still have a balance (even though you paid your co-pay at the time of service), you will receive a statement from our office. We ask that you pay the balance upon receipt of this statement. Please do not hesitate to contact our billing office to assist you with an insurance or account questions. All medical records requested, requires written release of information. The Texas State Board of Optometry allows processing fee for all medical records. These fees must be paid prior to the records being copied and mailed. The processing fee of $25.00 includes copies, supplies, and postage.

CONTACT LENSE EXAM: Contact Lens exams are different than comprehensive exams, different testing are required; therefore an additional fee will apply. These are what we call Fitting Fees and vary on ones prescription. Patients will have 2 months from their initial date of exam to decide whether they want contacts without getting charged an office visit charge.

FOLLOW UPS: All patients who wear contacts and glasses will have a period of 2 months for free follow-ups. This period will be for the corrections of any vision problems, after this period there will be an office visit charge.

HIPAA: I acknowledge that I have been given, and read over the HIPAA policy, and I am aware that signing this office policy will acknowledge that I have agreed to the HIPAA policy.

PICTURE RELEASE: I authorize Vision Source to use my photos for medical research, social media and marketing through Facebook and our personal website: . I understand that my personal information will not be displayed unless requested.

RETURNED CHECKS: All returned checks will have a charge of $30.00

REFUNDS: There are NO REFUNDS; Store credit only.

STORE CREDIT: Is only valid for one year from the date the credit was issued. Applicable to hardware only.Not applicable to services.

EMERGENCIES: All after hour calls made to the doctor through the emergency line will have a $25.00 fee. For after hour ocular emergencies please call the office and follow the instructions on the recording. If you are having a life threatening situation please call 911.

GLASSES ORDERS: In an effort to provide timely and accurate services your prescription orders are immediately forwarded to our lab for processing. As such, once your prescription has been ground into the lenses, these orders cannot be cancelled.

Office Policies

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Office hours are subject to change due to the ongoing situation. Please call 972-496-2020 for more information.

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