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We look forward to meeting you where you are!

The scheduling process for in-home primary care visits can be complex, especially when considering factors like traffic delays, longer and more comprehensive visits, and travel time.

Our staff will give you a 2-hour time frame for our arrival which we understand may seem as an inconvenience and we have explained further why this is so important. We respect your time and health, and we are grateful that our primary care model allows patients the opportunity to wait in the comfort of their homes rather than in a clinic waiting room. A week before your appointment, our staff may call and request an adjustment in the time frame or day in order to accommodate for travel time and location. Prior to our arrival on the day of your appointment, our provider or nurse will text or call with an estimated time of arrival when departing for your home.

Clear and timely communication with patients is crucial in managing their expectations. It's important to us to inform patients about potential delays due to traffic or longer visits, and to provide updates if there are any changes to the scheduled appointment time. Open communication helps patients understand the challenges involved that will hopefully promote a better patient experience.

Urgent Care Requests:

We strive to see our patients as soon as it is appropriate. We will try to accommodate all urgent care requests within 24-48 business hours of the requests. If this will not be possible related to booked schedules, our staff will recommend a telehealth visit if possible or to go to a local urgent care facility.

Establish Primary Care Visit:

Our goal is to schedule new patient requests to establish primary care within two weeks of the request. At that time, we will give you a day with a two-hour time frame for the visit. Please see above for more details.

Follow-up Primary Care Visit:

While our provider is still in the home, a follow-up visit will be scheduled if needed. A four-day range (Monday-Thursday) will be given for an appointment that is to be planned for more than a 30-day interim from the current day. The week before the next visit, our staff will call to confirm a day and a two-hour time frame for the appointment. If a follow-up appointment is needed within 30 days from the current day, a specific appointment date will be given to you before the provider leaves. This allows us to flex our schedules to allow changes needed for patient needs, location, and travel time. We appreciate your patience and assistance in allowing us this flexibility so that we can bring your care to you in your home!


At On-Site Health, we strive to provide exceptional primary care services in the comfort of your home. In order to ensure the availability of our healthcare professionals and maintain efficient scheduling, we have implemented the following cancellation and no-show policy. We understand that circumstances may arise which require you to cancel or reschedule your house call appointment. To avoid any inconvenience or penalties, we kindly request that you provide us with at least 24 hours' notice for any cancellation or rescheduling.

Same-Day Cancellation:

If you need to cancel or reschedule your appointment on the same day, please notify us as early as possible to allow us time to adjust our schedule. A fee of $25 will be charged for same-day cancellations within 2 hours of scheduled time.

No-Show Policy:

A "no-show" occurs when a patient fails to be present at the scheduled appointment without prior cancellation or notification. A fee of $50 will be charged for any no-show appointments.

Reason for Fees:

Our cancellation and no-show fees are necessary to cover the costs associated with the missed appointments. When a patient cancels on short notice or fails to show up for their scheduled appointment, it prevents us from providing care to other patients who may be in need of our services. Additionally, these fees help compensate our healthcare professionals who have reserved time specifically for your visit.

Fee Payment:

Cancellation and no-show fees will be charged to the patient's account within 48 hours of the missed appointment, and a statement will be sent with instructions of how to pay.

Appeals and Exceptions:

We understand that unexpected circumstances can occur, and we will consider appeals for waiving cancellation and no-show fees on a case-by-case basis. If you believe that extenuating circumstances prevented you from attending your appointment, please contact our office as soon as possible to discuss your situation.

Please note that repeated no-shows or excessive cancellations may result in the termination of our services. We appreciate your understanding and cooperation with our cancellation and no-show policy. By adhering to these guidelines, you help us provide timely care to all of our patients. If you have any questions or need further clarification, please do not hesitate to contact us.