Frequently Asked Questions
Helpful Info & FAQs About Pine Point Medical
At Pine Point Medical, we know navigating healthcare can come with a lot of questions, and we’re here to help. Whether you’re a new patient wondering what to expect or a returning patient looking for quick answers about services, scheduling, or insurance, this page is designed to provide clear, helpful information. If you don’t see your question answered here, feel free to call or text us. We’re always happy to hear from you.
General Practice Questions
Where is Pine Point Medical located?
We are located right outside of Ithaca, NY. Our address is 3105 N. Triphammer Rd, Suite 7, Lansing, NY 14882.
We service patients in Lansing, Ithaca, Cortland, Dryden, Auburn and beyond.
Is parking available?
There is plenty of parking available in our parking lot at Pine Point Medical.
How can I get in touch with Pine Point Medical?
You can call us or text us at (607) 533-0281. Please see our Policies page for our texting policies.
You can also contact us through our patient portal.
What services does Pine Point Medical offer?
You can see a full list of the medical services we offer on our services page.
What are your office hours?
Pine Point Medical office hours are 7am – 4pm by appointment.
Do you accept new patients?
Yes, we accept new patients. Please call our office to schedule an appointment.
(607) 533-0281
How do I schedule an appointment?
To schedule an appointment, you can use the links below, or you can call or text our office: (607) 533-0281.
Do I need a referral for any of your services?
No referrals are needed to be seen for any of our services.
Do you offer same-day or urgent appointments?
We try and are usually able to accommodate same day appointments.
Do you provide telehealth or virtual visits?
Yes, we offer telehealth appointments. You can set that up by clicking here.
Are vaccinations available in your office?
Yes, we offer many vaccinations in our office, including vaccines required for traveling abroad. For more information about what vaccines we offer, you can visit our vaccinations page.
Am I able to contact the office after hours?
We do not have an answering service, nor are we on call for patients. However, you can send us a text message at any time and we will respond during regular business hours. We strive to answer Portal messages within seven days, so they are not to be used for urgent issues.
If there is a panic result from the lab or x-ray, you will be notified by our doctors asap.
How does Pine Point Medical handle rude or hostile behavior?
At Pine Point Medical, we ask that all interactions remain respectful. For the well-being of our staff and patients, we do not tolerate hostile or rude behavior, and those who engage in it may be dismissed from our practice.
Privacy & Safety
How do you protect my medical information?
We take your privacy seriously. Pine Point Medical follows HIPAA regulations, uses secure systems, and limits access to your records to only those directly involved in your care.
Do you comply with HIPAA privacy regulations?
Yes, Pine Point Medical follows HIPAA privacy regulations.
How do you handle emergencies in the office?
Our staff is trained to respond to emergencies and will call 911 immediately if needed. For life-threatening emergencies, please call 911 first before coming to our office.
Appointments & Policies
What is your cancellation or no-show policy?
Patients are charged a $25 no-show fee if you cancel within 24 hours of your appointment.
How early should I arrive for my appointment?
Please arrive 5 to 10 minutes before your scheduled appointment.
What should I bring to my first appointment?
You should bring your updated insurance card, and current drivers license or identification to the first appointment.
Can I bring someone with me to my appointment?
Yes, you can bring someone with you to your appointment.
How do I request a prescription refill?
There are a few ways to do this. A refill request can be sent easily through our patient portal. We ask that you give us at least seven days to respond to Portal messages.
Refill requests can also be made by calling the pharmacy directly, since most medications have refills on them.
Patients can also text or call our office asking for refills.
How do I get my lab or test results?
Lab results should automatically populate on the patient portal. Patients usually see their lab results before the provider does.
We ask that patients always make follow up appointments with their provider to discuss the interpretation of their results. We are not a “no news is good news” office. We expect that there will be a follow up appointment to every test that we order, so that a plan can be in place for continuity of care. We also expect that the patient self schedules their follow up appointment.
Do you send appointment reminders?
We send many reminders about upcoming appointments. This can be in the form of a phone call, text message or email. This depends on the preferences the patient picks during registration.
Insurance & Payment
Do you accept insurance?
We accept most insurance plans and encourage patients to call our office directly to see if we accept their specific plan. Uninsured patients will be given a 50% discount and asked to pay at the time of service.
What if I don't have insurance?
Pine Point Medical offers discounts of 50% to patients who do not have insurance. Payment is due at the time of service.
Do you require a co-pay at the time of service?
Your specific insurance plan will dictate whether you have a co-pay or not. If you do, it is due at the time of service.
What forms of payment do you accept?
We accept, cash, check, major credit cards, such as MasterCard, Visa, American Express & Discover. Patients can also pay with their health savings account.
How can I get an estimate for a procedure?
The best way to know how much something will cost, is to talk with the provider about which codes they are using, and then contact your insurance company about cost.
How do I update my insurance or billing information?
You can update your insurance information through the patient portal, or by calling the office (607) 533-0281.
Patient Portal & Records
Do you have a patient portal, and how do I access it?
Yes, we have a patient portal and you can access it by clicking here.
How do I update my personal or contact information?
You can update your personal information in person at your appointment, by calling or texting the office, or via the patient portal.
How can I request a copy of my medical records?
You can request a copy of your medical records in person at your appointment, by calling or texting the office, or via the patient portal.
Can I view test results or visit summaries online?
Yes, you can review your test results and visit summaries on our patient portal.
How do I communicate with my provider securely?
You can communicate with your provider securely by calling or texting the office, or sending a message via the patient portal.
Founders Doug and Tess MacQueen, bringing compassion and care to every patient