Ashe Family Healthcare (AFH) is owned, operated, and managed by Derek McClure and individuals under his employment or supervision unless otherwise indicated.

Care or medical services rendered by AFH will be rendered or supervised by a Nurse Practitioner (NP) or Physician Assistant (PA), NOT a physician (MD or DO) unless otherwise stated as such at the time of your visit. Though NP and PA providers may hold doctorate level education and professionally may be addressed as “Doctor,” NP and PA providers are not physicians.

AFH providers are holistic, or all-encompassing, in their approach to care of the patient. This is not to be confused with herbal, natural, alternative, allopathic, osteopathic, or other philosophies of care. Our providers may or may not include similar approaches as other philosophies in the care they choose to provide.

Our business operates on principles of equality and honesty with the influences of professionalism, faith, hope, and compassion. We expect our patients to treat our staff with these same levels of respect and patience. Dishonest, malicious, or malingering behaviors are not tolerated. Belligerent, disruptive, or abusive conduct, or threats of any kind toward the practice or its employees will be grounds for immediate discharge from our practice and possible legal recourse.

Currently, AFH is not directly associated with any hospital agency or healthcare management group.

Diagnostic testing may be performed in a variety of hospital settings at local and/or non-local facilities.

In order to maximize our skills and to provide excellent outpatient care, AFH has opted to utilize hospitalist services provided by area medical centers and hospitals in the event in-patient medical care is required.

Medically emergent concerns will be directed to the nearest available emergency service provider, activating emergency services / calling 9-1-1 should patients be on the AFH premises.

It is the policy of some hospital facilities for patients to be first evaluated by the emergency department prior to being considered for admission to the hospital.

All patients are subject to random drug and alcohol testing. Patients who receive controlled substance prescriptions from our practice are automatically engaging into a binding contract with high levels of restrictions and compliance monitoring. Please note this office participates in an initiative to help law enforcement control the growing concern with methamphetamine (METH) and/or illegal trafficking of controlled substances.

Patients who receive controlled substance medication(s) from our practice understand and agree that legal action, including reporting suspected diversion, misuse, or trafficking, may be reported to appropriate legal authorities as well as notification to all/any prescribing providers identified may occur should the patient be suspected for or found in violation of our policies and/or controlled substance contract agreement.

Due to the nature of a healthcare environment where the ill and infirm are treated, food and liquids can easily harbor bacteria and other dangerous organisms. No food or drink is allowed in any part of the office or clinical areas beyond the waiting room.

NO SMOKING or VAPING is permitted within 50 feet of any entry of the property!

Cigarette butts are considered litter, please dispose of properly. Fines associated with littering will be enforced.

After hour or on-call services are available. Please be respectful of personal and professional boundaries. Providers and staff do not work 24/7. They need personal time with their families and the opportunity to rest or recharge between workdays to better serve our community.

Appropriate communication methods (main phone line or fax line) during normal office hours are a must.

The on-call line, 828-772-6888, is for urgent matters only that occur outside of normal hours of operation. Voicemails to be screened require that patients leave a detailed message with your name and callback number. Vague or inaudible messages to the on-call line will not be returned. Text messages to this number are also permitted so long as the messages contain adequate information for the on-call team member to process.

DO NOT CONTACT THE PROVIDERS OR STAFF AT HOME OR ON THEIR PERSONAL MOBILE DEVICE OR VIA SOCIAL MEDIA FOR ISSUES THAT PERTAIN TO A HEALTH OR MEDICAL CONCERN.

The on-call service is not to be utilized as a refill request line, appointment line, or to discuss lab results or visit experiences. When calling the on-call line, caller ID that appears as "PRIVATE" may go unanswered and vague messages, such as "call me," will not be returned. On-call voicemail or text messages are screened prior to responding.

The on-call line is for URGENT MATTERS THAT ARISE OUTSIDE OF NORMAL OFFICE HOURS ONLY: For emergencies, please report to your local emergency department or call 9-1-1.

Depending on the context of the communication, provider time, resource utilization or nature of the concern warranting utilization of the on-call service, AFH may generate a billable encounter, possibly resulting in fees with the patient/patient's insurance being filed accordingly. Any expenses generated and not covered by the patient's insurance are the financial responsibility of the patient.

Calls received on the on-call line during normal office hours will be deleted automatically.

Please silence all cell phones when leaving our waiting area.

Should a provider enter an exam room whereby you or a person in the exam room with you is using a mobile phone to text or talk, the provider reserves the right to step back out of the room and change the otherwise scheduled appointment into a work-in slot, thereby potentially increasing wait time within the office.

Routine laboratory testing is typically completed prior to a scheduled visit with the AFH provider, permitting in-person review of results and fostering a discussion between the provider and the patient to ensure better understanding of results.

For testing not ordered prior to your visit, please permit up to two weeks for a return phone call with your results from our staff. If results are needed more promptly, please arrange a follow up appointment to discuss accordingly. Tests ordered by outside providers but collected at Ashe Family Healthcare will be forwarded to the ordering provider upon receipt of results without review from this office and such results will need to be obtained/discussed with the ordering provider.

You may receive a bill from any laboratory company used for the purpose of test collection.

Please bring all of your medication bottles to each appointment, including any products taken over-the-counter (herbs, vitamins, etc.) as well as any medications prescribed by non-Ashe Family Healthcare providers.

Effective 1/1/2021, refills will only be honored at the time of the office visit or electronic pharmacy-initiated request only. Phoned-in and faxed-in requests will not be accepted.

Electronic refill requests (initiated by your pharmacy) will be approved within seven (7) business days if the request is

a) deemed medically appropriate

b) received within a reasonable time frame since your last scheduled appointment

c) made while your account is in good financial standing

d) made based on our last reported medication list review (completed at each and every appointment with an AFH provider)

It is the patient's responsibility to verify and update his/her medication list with AFH

Requests for medication refills need to be submitted to your pharmacy who will in-turn will notify us electronically of your request for refills. Again, please allow up to seven (7) business days for a response for a refill request. Our office will not contact you after a request has been made or fulfilled unless questions about the request should arise. Check for refill verification at the pharmacy rather than contacting our office. Controlled substance medications due to be refilled require more frequent office visits and this is non-negotiable.

Call-in requests for treatment without an office visit are evaluated case-by-case, but anticipate if it has been over 90 days since your last appointment, you will be asked to present to the office in order to be evaluated. Virtual visits are available and may be encouraged. Phone in requests for pain management or mental health will not be authorized and will require an appointment for evaluation of the concern.

Messages or patient specific requests will be addressed within seven (7) business days of receipt.

Form completion requests may require an in-person visit or be subject to additional fees not covered by your insurance.

Patients may request a copy of his or her records at any time. A fee of $5.00 plus $0.25 per page can be assessed. All record releases require a patient or legal guardian (proof of legal guardianship is required) and witness to have signed the request.

Patients may also choose to view their patient portal (note: information in the portal is not comprehensive), which is free for the patient and requires a valid email to enroll for portal access.

Records requested by another provider or medical facility are consider continuity of care communication and are not subject to fees or patient expense.

Records may be released without signed request as required by law, public health requirements or for appropriate collaborative medical efforts.