Frequently Asked Questions

General Etiquette
New clients/patients should plan to arrive 20 minutes early to complete forms. Intake forms are also available on our website.

We require 24-hour notice for cancellations or rescheduling. Less than 24-hour notice, or failure to call to cancel may result in a charged cancellation fee equal to the full service fee.

Your consideration for clients & patients scheduled after you is appreciated. Time may be deducted from your treatment if you arrive late, and is at the discretion of the provider. You will be charged the full service fee, even if your treatment time is shortened due to late arrival.

Payment Methods Accepted
Payment is expected at the time of visit. We accept cash, checks, credit cards, and Spa Finder Gift Cards. Please note, returned checks will result in a $15 fee in addition to any fees your bank may charge.

Insurance Coverage
Coverage for specific services vary by policy. You are responsible for contacting your insurance company to verify coverage & co-pay amounts and for obtaining prior authorization if required. Mineral Bath & Spa Amenities are SELF PAY.

  • Acupuncture:
    We accept BCBS, MVP, POMCO, Lifetime Benefit Solutions, CIGNA, and VA Patient Choice. Medicare & Medicaid do NOT cover acupuncture. Insurance coverage is limited to specific diagnoses. Call your insurance carrier for details and copay or coinsurance amounts. Worker’s Compensation Injuries require referral from your physician. Patients do not need a referral for treatment for motor vehicle accidents.
  • Massage:
    Standard medical insurance does not cover massage therapy. We accept VA Patient Choice program referrals, and can provide injury care for Worker’s Compensation and motor vehicle accidents with referral from a physician.
  • Chiropractic:
    O’Connor accepts BCBS & Lifetime Benefits Solutions, and cares for injuries as a result of motor vehicle accidents. Please note, Dr. O’Connor only accepts CASH & CHECKS.


*Notice to chiropractic patients with MEDICARE: Medicare does NOT pay for a CHIROPRACTIC EXAMINATION. Coverage is only provided for a spinal adjustment as a result of injury. Maintenance care is not covered. Before a chiropractic adjustment can be rendered, a chiropractic examination MUST be performed at the initial visit.
  Treatment fees for patients with Medicare include non-covered services. A special consent form is provided before your initial appointment explaining any non-covered treatments.

Can I use FSA or HSA funds?
If you participate with the Flexible Benefits plan, you may be able to use your contributions towards some services. For massage therapy coverage, you will need a prescription for massage from your doctor. Spa services are not covered, nor are vitamins, herbs, or mineral supplements unless deemed medically necessary.

How do you maintain my privacy?
As a department of Clifton Springs Hospital, we follow the same rules and regulations relating to confidentiality and privacy as all other departments. We will never sell your information to any third party, nor will we provide information to any other party unless required by law. You will be given the Rochester Regional Health Notice of Privacy Practices upon your first visit.

Do I need a referral?
In most cases, you do not need a referral for services. If you wish to use Flexible Spending benefits, you will need a prescription. Check with your carrier for details. We require a referral for all Worker’s Compensation injuries. Motor vehicle injuries require a referral for massage therapy.

Discount & Coupon Policies
Discounts & coupons may not be combined with other offers or promotions unless otherwise specified & are NOT applicable to insurance copays or coinsurance.

  • Seniors: 15% service discount (age 65+) M-F for appointments no later than 2:30pm.
  • Rochester Regional Health Staff: 10% service discount w/ ID.


Gift Cards
Gift cards are available for purchase from The Springs reception desk during normal business hours.  Cards are available in any dollar amount and do not expire.  Instant Certificates can be purchased online 24 hours a day, 7 days a week through our website!