Office Policies

At Thryve, we're committed to providing a seamless and respectful experience for every patient. The following policies help us stay responsive, organized, and focused on giving you the best care possible.

Communication & Response Times

Our office operates very differently from traditional healthcare settings—and that's intentional. Our model is designed to provide better quality care through longer visit times and direct patient-to-provider communication. Because of this structure, your provider does not have office staff managing their medical inbox or handling patient concerns on their behalf. We believe in keeping communication personal and direct.

That said, our providers are often with patients throughout the day and may not always be able to respond immediately. They review messages between visits and will respond promptly—typically by the end of the same business day.

•Texts and Phone Calls: This is the fastest and preferred way to reach our office. We aim to respond within 24 hours, and usually by the end of the same business day (Monday–Friday).
•Emails: Email is not preferred for medical needs, symptoms, or clinical questions. Email should be used only for membership-related requests, such as billing, enrollment changes, or administrative documents. Email responses may take 24–48 hours.
•After hours, weekends, or holidays: Messages will be addressed on the next business day.

If you have an urgent need, please refer to our Urgent or After-Hours Communication policy.

Urgent or After-Hours Communication

We understand that urgent issues can arise unexpectedly.

•Our urgent/after-hours line is for time-sensitive medical needs only—not for refills, appointments, lab results, or routine questions.
•Urgent messages will be addressed as quickly as possible the same day.
•Non-urgent messages received after hours will be addressed the next business day.

This ensures that our providers are available when truly needed while keeping care consistent and safe for all patients.

Appointments & Late Arrivals

Your appointment time is reserved specifically for you. Each visit is allotted a set duration (e.g., 30 minutes, 1 hour).

•If you arrive 10 minutes late, that time will be deducted from your visit, and your provider will meet with you for the remaining time.
•This policy allows us to provide every patient the same level of care and courtesy—without impacting the next patient's appointment.
•If you're unable to make your appointment, please provide us notice so we can offer the spot to another patient.

We understand life happens—there are no fees or penalties for missed appointments.

Who to Contact

To ensure your message reaches the right person quickly, please use the following contact methods:

General Inquiries

Appointments, membership questions, or general inquiries

Main Line: 719-900-5988

Text: 719-223-4935

Medical Questions

Refills or care-related concerns

Reach out directly to your provider

Raegan: 719-249-7854

(call or text)

Pharmacy Requests

•
Prescription Transfers or Pharmacy Changes:
If you need a prescription sent to a different pharmacy than the one originally used, please contact your pharmacy first. Pharmacies can usually complete transfers on your behalf and will reach out to us if anything additional is needed.
•
Refills for Prescriptions Sent to an Outside Pharmacy:
For refills on medications we have already prescribed to an outside pharmacy, please request the refill directly through your pharmacy. They will send us an electronic refill request if approval is required. This is the fastest and most reliable process.
•
Medications Dispensed Directly by Thryve:
If your medication was given or dispensed in-office by Thryve, please call or text us directly for questions or refills, as pharmacies will not have these medications on file.

Additional Notes

To help us maintain smooth and efficient care:

•Please allow up to 2 business days for prescription refills, especially for medications that require provider approval.
•Lab results will be reviewed by your provider before being released or discussed.
•If you have new symptoms or changes in your condition, please contact your provider promptly rather than waiting for your next visit.