GEM Neurology – No-Show & Cancellation Policy
At GEM Neurology, we aim to provide timely access to care for all patients. Missed appointments without notice prevent others from receiving needed care. Please read this policy carefully.
Cancellation Policy
We require at least 24 hours’ notice to cancel or reschedule an appointment.
You may cancel or reschedule by:
• Calling our office
• Sending a secure message through the patient portal
• Emailing us at info@gemneurology.com
• Messaging us through the online portal
Important: If you cancel, postpone, or reschedule your appointment, you will be placed on a waiting list that may be over 6 months long for new patients due to high demand.
GEM Neurology provides specialized neurological care and does not practice general neurology. Because our services are highly specialized, the waiting list is often several months to over a year. Every appointment slot is valuable—missed visits without notice delay care for other patients who urgently need evaluation and treatment.
If you miss your first new patient appointment without giving proper notice, you will be required to pay a $125 rescheduling fee at the time the visit is rescheduled. This fee is not covered by insurance and must be paid out-of-pocket.
If you miss a second new patient appointment, you will not be rescheduled at GEM Neurology.
This policy will be clearly communicated to you at the time your first visit is scheduled (after your referral or evaluation request has been approved).
Exceptions will only be made if you provide documentation of a legitimate emergency, such as:
Emergency room or hospital discharge papers
Accident or incident report
Death in the family (obituary required)
For Established Patients
What Counts as a No-Show
Any appointment missed without 24 hours’ notice, unless due to a documented emergency.
Accepted Emergency Documentation
• Emergency room or hospital discharge papers
• Official accident or incident reports
• Documentation of a death in the family
• Physician’s note verifying a medical emergency
2. What Happens If I Am Late to My Appointment?
At GEM Neurology, we value every patient’s time and strive to maintain a smooth and efficient schedule.
Established Patients: If you are 10 minutes or more late, your appointment may need to be rescheduled.
New Patients: If you are 25 minutes or more late, your appointment may need to be rescheduled. Additional time is reserved for new patient visits to allow for a thorough evaluation.
If you are late without a legitimate reason, it will be considered a no-show and subject to the same policy as above.
We understand that unavoidable delays can happen. If you know you will be late, please notify us as soon as possible by phone at 865-666-4411 or email at info@gemneurology.com. We will do our best to accommodate you, but rescheduling may be necessary depending on the day’s schedule.
If your late arrival is due to a legitimate emergency or unavoidable circumstances, please inform our office immediately. We review each situation individually to ensure fairness and flexibility.
Please request medication refills directly through our office or through the patient portal for non-urgent requests. In many cases, your prescription is written with enough refills to last until your next appointment, so please check your medication bottle first.
Please allow at least 48 business hours for routine prescription refill requests. Refill requests are processed during regular business hours only and are not guaranteed after hours, on weekends, or on holidays. Controlled substance refill requests require closer monitoring and should be requested at least 3 business days in advance. Additional review or an appointment may be required depending on the medication and clinical situation.
To request your medical records from GEM Neurology, please submit a written request to our office. For your privacy and protection, we may ask you to verify your identity before records are released. Patients may also be able to print available records directly through the patient portal. If you want your records sent to another person, physician, or facility, a signed authorization may be required.
Cost: Paper copies requested by the patient are $0.25 per page, plus actual postage if mailed. Records available through the patient portal may be accessed or printed there by the patient. All fees for patient-requested records are subject to applicable Tennessee and federal law.
At GEM Neurology, a referral is required for all new patients, even if your insurance does not mandate one. This ensures we have the necessary information to determine if we are the right fit for your care. Self-pay patients do not require a referral.
Steps to Schedule an Appointment:
Obtain a Referral – Your referring physician’s office must complete and submit the referral form, which can be found in the upper right corner of our homepage (next to our office phone number).
Submit Required Documents – Along with the referral form, your provider must include:
We strongly recommend contacting your insurance provider to verify your coverage before scheduling.
YES. A referral is required to schedule an appointment at GEM Neurology unless self-paid.
10. Do you charge for disability or FMLA paperwork?
Yes. GEM Neurology charges a $25 flat fee per set of disability or administrative forms. Insurance does not reimburse for this service, so it is the patient’s responsibility.
An appointment is not required if the necessary medical information is already documented in your chart.
The fee must be paid before completion, and please allow at least three (3) business days for processing.
Completion of forms does not guarantee approval of disability benefits, as final decisions are made by the employer or insurance carrier.
11. What methods of payment do you accept?
At GEM Neurology, we accept credit cards, debit cards, cash, personal checks, and bank checks. We do not accept money orders or MoneyGram.