Fees and Office Policies

Current Self-Pay Rates

These are the current published fees. Self-pay patients receive an individualized Good Faith Estimate when federal rules require one.

Laboratory, pharmacy, injection-administration, and outside-provider charges are not included unless expressly listed in your individualized estimate.

A limited income-based sliding scale is available on application for eligible self-pay patients. See the Insurance and Fees page for tiers, documentation, and how to apply.

Payment

• Self-pay payment and patient-responsibility amounts are due on the date of service unless another arrangement is approved in writing.
• A valid payment method through the practice's approved processor may be required where permitted. We do not store full card numbers in ordinary clinical records.
• Payment terms for each service are confirmed with the patient in writing before that service is provided.
• A limited number of income-based sliding-scale spots are available on application. Eligibility is tied to household income measured against the current federal poverty guidelines, requires documentation, is confirmed in writing before the first visit, and is reviewed once per calendar year. Approved patients pay 50 percent of the published fee at or below 200 percent of the federal poverty level, or 75 percent of the published fee from 201 to 400 percent of the federal poverty level. The sliding scale does not apply to medication for opioid use disorder or to missed-appointment fees. Full terms are on the Insurance and Fees page.
• Superbills are provided at no charge to patients who choose to pay directly and seek out-of-network reimbursement from their plan.
• There is no separate returned-payment fee.

Cancellations, Late Arrivals, and Missed Appointments

• Please cancel or reschedule at least 24 hours before your appointment.
• If you have not joined or responded within 15 minutes after the scheduled start, the visit may be marked as a no-show.
• Your first late cancellation or no-show in a rolling 12-month period is waived as a courtesy. After that, the fee is $90 per event unless law or your payer prohibits or changes the charge.
• A missed-appointment fee is never billed to a payer as though a clinical service occurred.
• We may waive the fee for hospitalization, a documented emergency, serious unexpected illness, practice-side technology failure, or another circumstance that made attendance unreasonable.
• After three late cancellations or no-shows in 12 months, we review barriers and treatment fit with you. This does not cause automatic discharge.

Medication Renewals

• Request a medication renewal at least three business days before you expect to run out.
• Use the BestNotes secure patient portal for routine noncontrolled-medication requests. If the portal is unavailable, call 508-978-6455.
• Most routine requests received during business hours are reviewed within three business days. This is a processing target, not a guarantee that a prescription will be issued.
• A request may require a visit, medication reconciliation, MassPAT review, laboratory work, vital signs, toxicology testing, records, or another safety step.
• Routine renewals are not processed after hours, on weekends, or on holidays. Medication changes and new or urgent problems require clinical evaluation.

Controlled Medications

• Controlled-medication renewals are normally addressed during scheduled visits. Schedule II prescriptions are new prescriptions, not refills.
• Lost, stolen, damaged, spilled, discarded, or prematurely depleted controlled medication is not routinely replaced. Each request receives an individualized safety review, and replacement is not guaranteed.
• Travel requests should be discussed as early as possible, preferably at least seven business days before travel. Pharmacy, payer, federal, and state rules may prevent an early fill.
• An unexpected toxicology result, return to use, or lost medication prompts reassessment rather than automatic discharge.

Communication and Business Hours

Routine messages are monitored Monday through Friday, 9:00 AM–5:00 PM Eastern Time, excluding federal holidays and announced closures.

• Messages received during business hours are usually answered by the next business day. This is an average target, not a promise of immediate or continuous monitoring.
• Messages received after 5:00 PM, on weekends, holidays, or during a closure are treated as received on the next business day.
• Use the BestNotes secure portal for clinical questions about an existing treatment plan. Use 508-978-6455 for scheduling, payment, or portal help.
• Use records@auraintegra.com for records workflows and info@auraintegra.com for general administrative email. Do not include sensitive clinical details in ordinary email or text.
• Portal, phone, text, and email are not emergency services. They are not used to diagnose a new problem, make complex medication changes, or conduct a full safety assessment.

Urgent and Emergency Needs

• Call 911 or go to the nearest emergency department for immediate danger, overdose, severe medication reaction, inability to stay safe, or another medical emergency.
• Call or text 988 for the Suicide and Crisis Lifeline.
• Call the Massachusetts Behavioral Health Help Line at 833-773-2445 for 24/7 support and connection to services.