Patient information
Frequently Asked Questions
Helpful information about appointments, office policies, and telehealth care
Office policies
No Show Policy FAQ
We appreciate your efforts to remember appointments and arrive on time. These policies help keep missed-visit fees as low as possible while keeping the practice accessible to patients who need care.
Give 48 hours’ notice
Cancellations must reach us at least 48 hours before your appointment time.
Cancel by email only
Email NakamuraMD@gmail.com. A phone call or text does not count as a cancellation.
The fee is $70
This applies inside 48 hours. On the third event, or a no-show without notice, the fee increases to the full cost of treatment.
Cancellations and rescheduling
By what time do I need to cancel?
Your cancellation must reach us at least 48 hours before your appointment time. For example, a Wednesday appointment at 10:00 a.m. must be cancelled by Monday at 10:00 a.m.
How do I cancel?
Email your cancellation to NakamuraMD@gmail.com. A phone call or text does not count as a cancellation. Even if a staff member takes your cancellation by phone, you are responsible for also sending the email. Do not reply to an automated reminder because those messages cannot accept replies. The cancellation time is the time your email is sent, so keep the message in your sent folder until your next visit.
Can I adjust my appointment time?
If an earlier appointment is available on the same day as your original appointment, you may move to that time without a fee. We will try to find an alternate time, but availability is not guaranteed.
How do I get a new appointment time?
After giving notice by email, call the office at 650-863-9000 to reschedule, or email us with times that work for you.
Reminders and arriving on time
Will I receive appointment reminders?
A courtesy email reminder may be sent four days before your appointment, and a text reminder may be sent 24 hours before your appointment. Both are conveniences and neither is guaranteed.
Is there a charge if I did not receive a reminder?
Yes. Reminders do not replace your own scheduling system. Check your email spam folder and the “unknown sender” section of your text inbox. If reminders still do not arrive, email NakamuraMD@gmail.com with your current phone number and email address so we can investigate.
What if I am late?
Arriving 10 minutes after the scheduled start time counts as a missed visit. The provider may choose to see you after that point, but this is not guaranteed.
Video appointments
What if I cannot join the video conference?
Immediately email us and call 650-863-9000 so we can troubleshoot. If we cannot reach you by phone, or no email arrives within five minutes after the appointment start time, the appointment counts as a missed visit.
Why should I log in five minutes early?
Logging in early gives you time to resolve technical difficulties before your appointment begins.
What if I am outside California during my appointment?
We cannot hold the video appointment if you are outside California, and it counts as a missed visit. Please check your appointment schedule before leaving the state.
Missed-visit fees
What is the cancellation or missed-visit fee?
The fee is $70 if you cancel or reschedule less than 48 hours before the appointment. On the third event, or for a no-show without notice, the fee increases to the full cost of treatment.
How do I pay the fee?
Missed-visit fees are sent automatically to our biller and will appear on your next mailed statement.
Does insurance cover missed-visit fees?
No. Insurance does not pay or reimburse missed-visit fees.
Can I dispute a charge?
If severe and extenuating circumstances prevented you from attending, email NakamuraMD@gmail.com with what happened so it can be reviewed. Please do not discuss fee disputes with the front desk or other staff.
Need to cancel?
Email us at least 48 hours before your appointment and keep the sent message until your next visit.