Messaging your provider and possible billing implications
At FLOW, we’re committed to providing thoughtful, timely, and personalized care — including through our secure messaging system. As more patients connect with us digitally, we’ve seen a rise in the time our team spends responding to medical questions outside of appointments.
To continue offering high-quality care in this way, some messages that require clinical decision-making may be billed to you, similar to a virtual visit.
Messages that may be billed:
A new issue or symptom you're experiencing
A request to adjust supplement dosage or change supplements
Questions that require review of your medical record
Interpretation of lab results with medical advice
Discussions about chronic disease management
Messages that are NOT billed:
Refill requests
Questions about existing treatments if no changes are needed
Requests for medical records
Messages that should be sent to administrative staff and not the doctor such as tech support or appointment scheduling or rescheduling.
If a message is eligible for billing, we will let you know upfront — and you’ll always have the choice to schedule an appointment instead.
Your trust means everything to us, and we’re here to answer any questions. 💚