By Kasey Phillips, Operations Manager
If you want to find a naturopathic doctor in Palo Alto, CA, you may have questions before you ever sit down with one of the doctors at Peninsula Integrative Medicine: Which provider should I see? What happens after I request an appointment? Do I need a complimentary consultation first? What paperwork do I need to complete? Should I send my medical records? What should I bring to my first appointment?
We understand that finding a new healthcare provider and figuring out how a new practice works can feel like a lot. One of the things our Patient Care Coordinator team does every day is help patients navigate those questions.
Whether you already know which PIM provider you want to see or you’re not sure where to start, you don’t have to figure everything out on your own. Here’s what you can expect from your first contact with PIM through your first appointment and beyond.
1. You Reach Out to PIM
There are several ways to get started. You might:
- Request a new patient appointment online
- Submit a contact form through the PIM website
- Contact one of our providers through their individual website
- Request a complimentary consultation
- Call our office directly
Regardless of how you reach us, your inquiry ultimately comes to our Patient Care Coordinator team.
If you already know which provider you want to work with, we can start there. If you’re not sure which provider is the best fit, that’s okay, too. Our providers have different areas of focus, schedules, appointment formats, and approaches. We can talk with you about your health concerns and what you’re looking for, then help you identify providers you may want to consider.
You always make the final decision about which provider you’d like to see. Our role is to give you information and help make the process easier.
2. A Patient Care Coordinator Connects With You
If you request an appointment or contact us with questions, a Patient Care Coordinator will typically connect with you by phone or through the method you’ve used to contact us.
This is an opportunity to talk through what you’re looking for and ask questions about working with PIM. We’ll review important practical information, including:
- Whether the provider is in-network or out-of-network
- The provider’s fee schedule
- PIM’s cancellation policy
- What to expect from the new patient process
- Required intake paperwork
- Whether a complimentary consultation may be helpful before scheduling a new patient appointment
We want you to understand how care at PIM works before you commit to an appointment.
Not sure which provider is right for you?
You don’t need to have the answer before you contact us.
We’ll ask about your health concerns and what you’re looking for in a provider. Depending on your needs and preferences, we may ask whether you prefer a male or female provider, in-person versus virtual care, or particular days of the week.
We can then recommend several providers for you to explore. You can review their bios, ask us questions, and decide who feels like the best fit.
3. You Decide Whether to Schedule a Complimentary Consultation or a New Patient Appointment
Sometimes you know you’re ready to schedule your first appointment. Other times, you may have questions you want to ask a provider before making that commitment. That’s where a complimentary consultation can be helpful.
A complimentary consultation gives you an opportunity to speak with a provider about whether their experience and approach may be a good fit for your concerns.
It is important to understand what a complimentary consultation is and what it isn’t. A complimentary consultation is not a medical appointment. The provider will not provide medical or treatment advice, review your laboratory results or medical records, or develop a treatment plan during the call.
If you already know you want to work with a particular provider, you can also skip the complimentary consultation and proceed directly to a new patient appointment.
There isn’t one “right” way to begin. We help you choose the next step that makes the most sense for you.
4. Once Your New Patient Appointment Is Confirmed, You’ll Receive Your Intake Paperwork
Once your new patient appointment is officially scheduled, you’ll receive information about completing your new patient intake through the PIM patient portal. Your intake paperwork includes information such as:
- Consent to treatment
- Fee schedule
- Credit card authorization
- Insurance information
- Health history questionnaire
- Information about PIM packages and programs
Depending on your situation, you may also receive forms related to obtaining medical records or authorizing another person to have access to your healthcare information.
Why is the paperwork due before your appointment?
Your health history questionnaire is designed to give your provider a much more complete picture of your health before you meet.
We ask that all required intake forms be completed, signed, and submitted at least four business days before your appointment, so your doctor has time to review everything before you meet with them. You’ll receive reminders leading up to the deadline.
Our PCC team also checks to make sure your paperwork has been submitted. If something is still missing, we’ll reach out rather than simply assuming you aren’t coming.
If you are having trouble completing the forms or need additional time, please communicate with us. Our goal is to help you get prepared for your appointment, not to make the process unnecessarily difficult.
5. Your Doctor May Want to Review Medical Records Before Your Appointment
Not every new patient needs outside medical records. Records are generally requested when they are relevant to your care and either your doctor requests them or you ask PIM to obtain them.
If records are needed, we’ll send you a release of records form to complete. Once you return the completed form, our team can request the records from the other healthcare provider or facility. Medical records can take 2–6 weeks to arrive, so the sooner you start this process, the better.
You can also upload records yourself through the Documents section of your PIM patient portal. This can be particularly helpful when you already have copies of recent laboratory results, imaging reports, specialist notes, or other records you think your provider should see.
Your health history questionnaire is also fairly comprehensive, so don’t worry if you don’t have a large collection of records to send. The important thing is to provide relevant information as early as possible when records are needed. Your doctor reviews relevant records before the new patient appointment, allowing that time to be incorporated into the initial visit.
6. You’ll Receive Appointment Reminders
As your appointment approaches, PIM sends appointment reminders by text, email, and voice. You’ll also receive reminders about completing your intake paperwork.
If you are scheduled for a virtual appointment, you’ll access the appointment through your PIM patient portal. We recommend logging into the portal ahead of time so you’re familiar with where to find your appointment.
7. What to Expect on the Day of Your First Appointment
If you’re coming to the office
Peninsula Integrative Medicine is located at 3200 Middlefield Road, Suite D, Palo Alto, CA 94306. The cross streets are Middlefield and Loma Verde. There are two small parking lots, one in front and one in the rear of the office, and there is ample street parking. You don’t need to arrive extremely early. However, arriving a few minutes before your appointment is advised so you have a chance to use the restroom or take a moment to get settled.
When you arrive, one of our Patient Care Coordinators will check you in, let your doctor know you have arrived, and offer you water as well as a seat in our indoor or outdoor waiting area.
If your appointment is virtual
Log into your Charm patient portal and go to the Appointments section. From there, click the link to join your appointment.
What should you bring?
Come prepared with the things you want your doctor to know or discuss. Helpful things to have with you include:
- Your questions and concerns
- A current list of medications and supplements
- Recent labs, imaging, or other records that you haven’t already uploaded to the portal
- Anything else you want to review that wasn’t previously submitted through the patient portal
- Bringing your insurance card can also be helpful, although it isn’t required.
Most importantly, come with questions, concerns, and a willingness to participate in your healthcare. Think about what you want to understand, what you’ve been experiencing, and what your health goals are. The more clearly you can communicate what’s important to you, the more useful your time with your provider can be.
Running late?
Please call the office if you know you’re going to be late so we can let your doctor know.
We understand that things happen and do our best to give patients some grace. However, if you are very late, there may not be enough time remaining to complete the appointment as originally scheduled.
8. Your First Appointment Is About Understanding the Bigger Picture
Your first appointment isn’t simply about reviewing a list of symptoms. Your provider will typically spend time understanding your:
- Health history
- Current concerns and symptoms
- Health goals
- Medications and supplements
- Relevant medical records
- Previous testing and treatment
- Nutrition and lifestyle
- Other factors that may be important to your individual situation
Expect your doctor to ask a lot of questions. Depending on your concerns, they may spend significant time exploring particular areas of your health history. The goal is to develop a more complete understanding of you and your health so your provider can determine what makes sense to investigate or address next.
Related Reading: What to Expect at Your First Naturopathic Doctor Appointment by Briana Amaya-Adle (coming soon!)
9. Your Provider Will Develop an Initial Plan
Based on your history, concerns, goals, and the information available at your first appointment, your provider will determine what comes next. Depending on your individual situation, recommendations may include:
- Conventional laboratory testing
- Functional testing
- Nutrition or dietary recommendations
- Lifestyle recommendations
- Supplements
- Prescription medications
- Referrals or coordination with other healthcare providers
- Additional evaluation or follow-up
Not every patient needs every type of testing or treatment. Your provider will discuss what they recommend for you and review an appropriate follow-up timeline.
10. Your After-Visit Summary Will Be Available in the Patient Portal
After your appointment, your provider’s after-visit summary will generally be available in your patient portal within 24–48 hours. You’ll receive a notification when it is ready.
You can find the summary in the “Visit Summary” section of your portal. This is a useful place to revisit the information discussed during your appointment and review your recommendations and next steps.
11. Your Patient Care Coordinator Team Continues to Help After Your Visit
Your relationship with PIM isn’t limited to the time you spend with your doctor.
If additional testing, supplements, or other items need to be arranged, the PIM Front Desk team can help with the administrative side of getting those pieces in place. You can speak to one of our Patient Care Coordinators in-person or over the phone or you can message PIM Front Desk through the Charm patient portal.
Our Patient Care Coordinators can help with things such as:
- Scheduling or rescheduling appointments
- Helping with laboratory orders and test kits
- Questions about supplement orders
- Administrative prescription or pharmacy coordination, such as adding a preferred pharmacy
- Medical records requests
- Patient portal troubleshooting
- Superbill, billing, and payment questions
There are also some questions that are best directed elsewhere.
- Insurance coverage questions: Your insurance carrier is the best source for information about your individual benefits, coverage, reimbursement, and out-of-network benefits.
- Clinical questions: Send clinical questions directly to your doctor through a message in the Charm patient portal. This allows your clinical question to reach the appropriate provider rather than relying on the administrative team to interpret or answer medical questions.
The Goal: Make Naturopathic Healthcare Easier to Navigate
We know that seeking answers about your health can already feel overwhelming. You may have spent months or even years trying to understand symptoms, navigating different providers, or figuring out what to do next. Our job as the Front Desk team is to make the administrative side of that process as clear and manageable as possible.
You don’t need to know exactly which provider you need, which testing you should have, or what your treatment plan should look like before you contact us. That’s what the process is for.
We’ll help you understand your options, connect you with the appropriate provider, and guide you through the practical steps so you can focus on the part that matters most: working with your healthcare provider to understand your health and move toward your goals.
Ready to Get Started?
If you’re considering care at Peninsula Integrative Medicine, you have several ways to begin.
Already know which provider you’d like to see? Request a new patient appointment.
Not sure which provider is the right fit? Explore our provider bios, then contact our Patient Care Coordinator team. We’re happy to help you narrow down your options.
Have questions before you’re ready to schedule? Consider a complimentary consultation with a provider.
You can also call our office or send us a message. You don’t have to have everything figured out before you reach out; we’re here to help you take the next step!
