Communication & Scheduling Policy

Hypermobility Hub is a specialty consultation practice focused on complex musculoskeletal and connective tissue conditions, including hypermobility spectrum disorders and Ehlers-Danlos syndromes. To provide thoughtful, prepared, and comprehensive care, we use a structured communication and scheduling process.

  • Appointment Requests

    • All new patient appointments must be requested through our website Appointment Request form. This allows for clinical review of your history to ensure appropriate fit prior to scheduling.

    • Services are provided by appointment only and may be delivered in person or via telehealth, as appropriate.

  • Structured Intake Requirement

    • Comprehensive intake forms must be completed at least 7 days prior to your scheduled visit. This allows time for review of medical records, imaging, laboratory results, and documentation in order to maximize the effectiveness of your consultation.

    • Failure to complete required intake documentation within the specified timeframe may result in rescheduling.

  • Phone Communication

    • Hypermobility Hub utilizes a structured call system to protect clinical focus time.

      • Phone calls are routed directly to voicemail

      • Calls are not answered live

      • Messages are reviewed within 1–2 business days

      • Calls are returned when clinically or administratively appropriate

    • Phone communication is not intended for urgent or emergency concerns.

  • Secure Messaging & Electronic Communication

    • Hypermobility Hub utilizes secure portal messaging through Spruce for patient communication.

    • Please note:

      • Messages are not monitored 24/7

      • Non-urgent messages are typically reviewed within 1–2 business days

      • Electronic communication should not be used for emergencies

      • Standard email may not be fully secure

    • For urgent or emergent concerns, patients should seek appropriate medical care rather than relying on electronic messaging.

  • SMS Text Messaging Policy

    • Hypermobility Hub may utilize SMS text messaging, through Spruce Health, for administrative and care-related communication, including appointment reminders, scheduling updates, and notifications HH Spruce Original SMS text and….

      • SMS messaging:

        • Requires separate, affirmative opt-in consent

        • Is not required as a condition of receiving care

        • May incur standard message and data rates

        • May vary in frequency

      • Patients may opt out at any time by replying STOP to (904) 674-8037.

      • For assistance, reply HELP or contact the office at (904) 674-8037

    • SMS communication is not monitored continuously and is not appropriate for urgent or emergency matters.

  • Insurance & Financial Communication

    • Hypermobility Hub is a self-pay specialty practice and does not bill insurance directly CW HH Elation Patient Agreement

      • Payment is due at the time of booking unless otherwise arranged

      • Superbills may be provided upon request

      • Insurance reimbursement is not guaranteed

    • Financial details and payment options are outlined on our Financial Access page.

  • Telehealth Communication

    • Telehealth visits are conducted using HIPAA-compliant platforms.

    • Patients must be physically located in a state where the provider is licensed at the time of service CW HH Elation Patient Agreement….

    • Telehealth services may be limited by technology and do not replace emergency care.

  • Emergency & Urgent Care Policy

    • Hypermobility Hub does not provide emergency or urgent care services CW HH Elation Patient Agreement….

    • If you are experiencing a medical emergency, please call 911 or go to the nearest emergency department.

    • Electronic messaging, voicemail, and SMS should not be used for time-sensitive or life-threatening concerns.

  • AI-Assisted Documentation Disclosure

    • Hypermobility Hub utilizes secure, HIPAA-compliant AI-assisted documentation software to support note accuracy and efficiency CW HH Elation Patient Agreement….

    • All documentation is reviewed and finalized by the provider. Patients may decline AI-assisted documentation without affecting their care.

  • Established Patients

    • Established patients may communicate through Spruce secure messaging for non-urgent matters.

    • Response times are typically within 1–2 business days.

    • Follow-up visits and structured check-ins are scheduled according to individualized care plans.