CLINIC FAQs

There are a few different ways to book follow-up appointments.

1. You can book online here - we recommend this way because it is available to you 24/7 and you can see your doctor's availability 3 months out. Hover over or click on the top right button labeled Current Patient Links and select Schedule Follow-Up Appointment

2. You can email us at [email protected]

3. You can call us at 650-323-7345

4. You can text us at 650-668-0844

If you are looking to book a short-notice appointment or because of an acute health case, we recommend calling us to see what is the soonest available option, especially for any last minute cancellations that are not viewable to patients online.

We try to allow for the most time for lab results to come in before contacting patients to push out scheduled appointments. This is usually up until the day before the scheduled appointment.

This does not count as a late cancellation and we assist the patient to reschedule to a later time.

For more information about lab test turn-around times, see the section on Lab Work (below).

You have many options to choose from:

-Momentum Program: Follow-up program of up to 4 appointments at $1170 paid in full before scheduling.

*Payment plans are available for this program for an additional flat fee of $30. Plan options are 2 monthly payments of $600 or 4 monthly payments of $300. The first payment is made at the time of scheduling.

-Sustained Care Program: Follow-up program of up to 2 appointments at $625, paid in full before scheduling.

-Focused Care: 1 follow-up appointment at $350, due at the time of service.

Follow-up programs are valid for 1 year from the date of purchase or first payment (if on a payment plan). Programs are per patient and appointments are not interchangeable between family members.

Programs can be paid for online or over the phone.

There is no limit on the number of programs that can be purchased per year.

If you are unsure which program best suits you, book a Focused Care appointment and discuss at that appointment how often you need to be seen. This can help guide you to decide which program is most appropriate for you and we can bill you accordingly after that appointment.

Payment plans are only available for the Momentum Program for an additional flat fee of $30.

Plan options are 2 monthly payments of $600 or 4 monthly payments of $300. The first payment is made at the time of scheduling.

This can only be set up over the phone. Please call us at 650-323-7345.

Forty-eight (48) hours notice is required to cancel an appointment. Failure to follow this policy results in a full charge. An open appointment program means the use of one of the available appointments.

To cancel your appointment you can:

-log into the patient portal*

-email, call or text us (contact details at the top of this page)

*The portal is on Eastern Time, so if, for example, you are on Pacific Time and are trying to cancel your appointment right at the 48 mark, the portal may not allow you. If this is the case, please call, email or text us immediately. This notice to cancel will be valid.

An appointment is considered missed if the patient does not join the Zoom link or answer the phone within the first 15 minutes of the scheduled appointment.

Missed appointments are charged in full. An open appointment program means the use of one of the available appointments.

There are many ways to re-schedule.

-Login to the Patient Portal and cancel your current appointment and then select a new appointment date and time.

-Call, email or text us! 

The Zoom link is manually sent to you when you book your appointment with us over the phone or email or when we approve your appointment request made online.

It is automatically sent to you the day before your scheduled appointment as well.

Check your Spam folder for this email. It is currently titled "Appointment/session confirmation with telemedicine link"

Please verify you have this email well ahead of your scheduled appointment. Contacting us at the start of your scheduled appointment is not ideal as appointment time is often lost or we are unable to take your call or see your email/text as soon as it is sent.

If you need this link to be sent to you again, you can email, text or call us.

When patients receive the email confirmation for their appointment (which also contains the Zoom link), they have the option to add it to their e-calendar. It has come to our attention that the link, for some, shows the wrong time.

Patients must ensure the link matches the date and time in the body of the email, before adding it to their e-calendars. It is also recommended to ensure that their device (e.g. computer/phone/tablet) is set to their correct time zone to reduce the chances of saving their appointment for the wrong time.

Missing an appointment due to a wrong calendar time is not a valid excuse for a missed appointment.

**The date and time in the body of the email is always the correct date and time of the scheduled appointment and will always be shown in Pacific Time.

The full details of this will depend on what tests you've been asked to complete. But the main way labwork is done is through

1. Rupa Health for urine, stool, saliva, blood spot and some blood draw tests.

You should have received an email from Rupa Health alerting you to which tests you are requested to do, along with an invoice. Once payment is made, the kit(s) is/are sent to the address you provide. For more information about logistics and next steps, please visit the link provided above.

2. Quest Diagnostics for blood work and some urine tests.

This will require a requisition from us. Tests through Quest Diagnostics can be done through insurance (except Medicare) and as cash pay through us. It is not recommended patients pay Quest Diagnostics directly due to high costs.

If you prefer LabCorp, we are only able to provide LabCorp requisitions if being run through insurance.

To see what your next steps are, please refer to your most recent Treatment Plan for details. Your doctor will have included information about the test and the parameters of how to provide your sample.

Rupa Health will have sent you an email with personalized instructions on how to collect your samples, as well as how to organize for a blood draw.

Please visit this Rupa Health page for more information about finding a blood draw center to go to or for a mobile phlebotomist to come to you. 

Check your spam folder - the email with this information may have gone there.

To find your nearest Quest Diagnostics Patient Service Center and schedule a blood draw, please visit:

https://www.questdiagnostics.com/locations

-For "Tests Needed," select "All Other Tests."

-You will be prompted to Sign In to your account or Continue as a Guest. Either is fine but if the former, you will be able to access your test results as soon as they come in.

If a morning, fasting blood draw is required, the blood draw must be scheduled between 7-9am. These slots are the hardest to get and should be booked well ahead of time. It is not recommended to go for a morning, fasting blood draw without an appointment as you are likely to be turned away.

Please print the full requisition and bring it with you to the blood draw.

If going through insurance, it is recommended to bring your insurance card with you and verify with the Quest Diagnostics staff that this draw is being run through your insurance.

It depends what test you have done but most have a 3-4 week turn around time.

Exceptions are:
-Quest Diagnostics - it depends what and how many tests have been run but it can be anywhere from 1 day to 10 days. Sometimes longer because of the type of test and/or unforeseen delays.

-Functional Genetic Analysis test - anywhere from 4-8 weeks.

To view your lab results, log into the Patient Portal and click on the Documents tab.

We do not release labs to patients until the day before or the day of the appointment unless requested by the patient.

To request release of your lab results the best way is to email or text us!

**Please hold all questions about your lab results until your appointment.**

We use the online supplement platform Fullscript because it is a trusted source that offers a wide range of reputable supplement brands.

We send Fullscript recommendations via email with the supplements on your most recent treatment plan.

You do not have to purchase the supplements from Fullscript but this is how we provide all patients with a place to be get their supplements. Patients are more than welcome to price compare or purchase them from local health stores. If you do this, we encourage you to use the Recommendation as a template to find other supplements with the same strength and/or mix of ingredients.

We do not recommend purchasing supplements from Amazon because we cannot guarantee quality nor legitimacy. If you choose to purchase from Amazon, please ensure the seller is a certified reseller of that supplement brand.

Fullscript can only ship supplements to anywhere in the USA because the clinic's dispensary is USA based.

To learn more about Fullscript, please see their FAQs.

We use the patient's preferred commercial pharmacy like CVS, Walgreens, Safeway, Rite Aid, etc, for most prescriptions. These are for standard and common prescriptions like antibiotics, estriol/estradiol patches, levothyroxine and liothyronine. Patient's inform the doctor in their appointment which is their preferred pharmacy.

Any prescription that needs to be compounded will be sent to a compounding pharmacy. We have a range of trusted compounding pharmacies we regularly use but if you have a preferred one, let your doctor know which one you want to use.

We are limited to using pharmacies in states that accept doctor licenses from California and Oregon. And compounding pharmacies that are licensed to accept prescriptions from California and Oregon.

Please contact the pharmacy that has the prescription and ask them to fill the prescription. Normally, the pharmacy will let the patient know when it will be ready for pick up and/or text the patient (if opted in to with the pharmacy) when the prescription is ready for pick up.

The pharmacy will also let the patient know if there are no more refills remaining. If this is the case, ask the pharmacy to send us a refill request form. Not all pharmacies automatically send refill requests when there are no more refills.

There are various reasons a refill request is declined. The most common are:

-too much time has lapsed since the last appointment and the patient needs to be seen before a refill can be given.

-updated lab work is needed and an appointment to review the lab work before a refill can be given.

When a refill request is declined, the clinic will have already reached out to the patient, sometimes multiple times before hand to help facilitate scheduling an appointment and/or organizing for bloodwork. We contact patients by phone call and email regarding these matters.

 This is different for every patient because we provide personalized health care and every patient's needs are different and are at different stages of their healing journey.

For patients that only need maintenance and receive thyroid and/or hormone prescriptions from us, patients, at minimum, need lab work (specified by the doctor) and an appointment to go over the lab work, once a year. A reminder that every patient is different and the doctor may request more frequent lab work and appointments.

For prescriptions beyond these, the patient must contact their doctor to understand when they next need to be seen.

Biocommunication is a term used to describe the communication that occurs within and between living organisms at the biological level. It encompasses various forms of communication, including chemical signaling, electrical impulses, and other mechanisms through which organisms interact with their environment and other organisms.

The method of biocommunication we use via a hand cradle device by Zyto, a company that specializes in biocommunication technology. The Zyto Hand Cradle is a tool designed to measure the body's responses to specific stimuli, typically in the form of digital signatures representing various substances or conditions.

How the Zyto Hand Cradle works:

Client Interaction: The individual (client) holds the hand cradle, which is connected to a computer or similar device.

Stimulus Presentation: The device presents digital signatures or stimuli to the client's body through the hand cradle. These signatures can represent a wide range of items such as foods, nutritional supplements, toxins, allergens, or emotional stressors.

Response Measurement: As the client holds the hand cradle, the device measures the body's subtle energetic response to each stimulus. This response is thought to be indicative of the body's preference or compatibility with the presented item.

Data Analysis: The device analyzes the responses and generates a report indicating which items elicited stronger or weaker responses from the body. This information can be interpreted by a practitioner to guide recommendations for the client, such as dietary changes, supplementation, or lifestyle adjustments.

Feedback and Action: Based on the results, the practitioner and client can discuss potential actions to optimize the client's health and well-being. This may involve avoiding certain substances, incorporating specific nutrients, or addressing emotional factors that may be impacting health.

No, you do not have to have one to work with us. 

When you become a patient, the doctor will determine if one would be helpful and make the recommendation to purchase one.

This is usually the case for complex health cases or ones that involve auto-immune disorders.

We encourage patients who are recommended to have one to view using a Zyto hand cradle as part of their treatment.

The doctors are selective in recommending who should have one for use in their appointments.

Hand cradles are purchased through us. If you are interested in buying one, please email us at [email protected] or call us at 650-323-7345.

Patients do not have to purchase one outright. We offer a one time use of a hand cradle at a $75 non-refundable fee.

To try using a hand cradle at an appointment, contact the Administrative team to arrange for one to be shipped to you for use at your next appointment. After the appointment, you can purchase the one you have if you found it helpful and useful by letting us know (24-48 hours after the appointment) and we will send the invoice for the cost of the hand cradle ($292.50 pre-tax) MINUS the $75 non-refundable fee initially paid. 

If you decide not to keep the hand cradle, let us know and we will send you a return shipping label (this cost is included in the $75 non-refundable fee). 

All sales are final, however, we do have a $100 buy-back program, valid for 1 year from the date of purchase of the hand cradle.

This is regardless of how often the hand cradle was used within that year.

To take advantage of the buy-back program, contact the Administrative Team via email or phone call. We will provide you with the return shipping address to use.

Once the hand cradle is received, we ensure it is not damaged and test that it works. Upon verification, we will write you a check for $100 and mail it to your shipping address on file.

Log in to the OptiMantra Patient Portal and on the left hand side, click on the Messages tab. You can send messages to your doctor here. Please allow 24-72 hours for a response.

Emailing the doctor at their CNM email address does not guarantee a response.

If you are having issues logging into the patient portal please email us at [email protected] to let us know or call us during our Open Hours at 650-323-7345.