Frequently Asked Questions

General Etiquette
New clients should arrive 20 minutes early to complete forms. Intake forms are also available on our website. Please arrive 30 min early for additional paperwork if you are referred for a Worker’s Compensation or Motor Vehicle injury.

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

Your consideration for clients 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. Returned checks will result in a $25 fee in addition to any fees your bank may charge.

Insurance Coverage
Coverage for specific services varies by policy. You are responsible for contacting your insurance company to verify coverage and co-pay amounts, and for obtaining prior authorization, if required.

Acupuncture
We accept BCBS, MVP, POMCO, Lifetime Benefit Solutions, CIGNA, Worker’s Compensation, Motor Vehicle Accident, and VA referrals. Medicare & Medicaid do NOT cover acupuncture. Insurance coverage is limited to specific diagnoses. Call your insurance carrier for policy limits and copay or coinsurance amounts.

Massage
Standard medical insurance does not cover massage therapy. We accept VA, Worker’s Compensation, & Motor Vehicle Accident referrals from a physician.

Can I use FSA or HSA funds?
You may be able to use your contributions for acupuncture or massage. For massage therapy coverage, you will need a prescription from your doctor.

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.

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.
  • Lipson Cancer Center Patients: 15% service discount M-F for appointments no later than 2:30pm with referral from physician.
  • Rochester Regional Health Staff: 10% service discount w/ ID.

Gift Cards
Gift cards are available for purchase 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!