PINNACLE HILL CHIROPRACTIC FAQ

  • Age guidelines:
    • For patients under 18, parental consent is required and a parent or guardian must be present during the initial visit and for clients under 16, we request a parent or guardian remain in the room during the entire session.
    • If your child is in need of pediatric chiropractic care:
      • Dr. Caitlin serves patients from infancy
      • Dr. Kieran serves patients aged 4 and above
      • Dr. James serves patients aged 4 and above
    • If your child is in need of massage therapy:
      • Andrea serves clients aged 13 and above
      • Jackie serves clients aged 12 and older
  • Prenatal considerations:
    • Our practice offers comprehensive prenatal care with specialized treatment options. Our prenatal chiropractic team, including Dr. Sarah, Dr. Caitlin, and Dr. Rachel, provides safe chiropractic care throughout all stages of pregnancy. Prenatal massage is available during any trimester, with an important recommendation that patients with high-risk pregnancies first consult their OBGYN or midwife before receiving treatment.
  • How to book an appointment:
    • Appointments can be scheduled through the Patient Portal HERE. You may also call the office to schedule with a member of our staff at (585) 444-7325.
    • A credit card is required to book and hold all appointments. While the card reserves the appointment, a different payment method can be used at checkout.
  • Appointment length: 
    • Our chiropractic appointments are designed to provide comprehensive care. New patient visits last approximately 60 minutes, allowing sufficient time for discussing your medical history, conducting a thorough physical and neurological examination, and providing initial treatment. Follow-up visits range from 20-40 minutes, tailored to your specific treatment plan.
    • For massage therapy, new client visits are a minimum of 60 minutes and include review of your chief complaint and hands on treatment. For follow up visits, we offer flexible appointment lengths of 30, 60, 90, and 120 minutes to accommodate your needs.
    • We offer 30 and 45 minute infrared sauna sessions.
  • Treatment sequence:
    • When possible, we recommend scheduling massage therapy before chiropractic adjustments. This sequence can make chiropractic treatments easier, more effective, and enhance the overall benefits of both therapies.
    • Using the infrared sauna following chiropractic or massage therapy can promote muscle relaxation, increase circulation, reduce inflammation, and support overall recovery, extending the therapeutic effects of your previous treatment.
  • Your comfort level:
    • If at any time during your treatment you are not completely comfortable and relaxed, whether it be the pressure, the draping during your treatment, the volume of the music, the room temperature or lighting, simply let your provider know. Your provider will explain each step of the treatment and explicitly ask for consent and comfort level throughout your appointment.
    • If you experience any discomfort, feel uncertain, or would like the provider to modify their approach, please communicate this immediately. Your comfort, understanding, and active participation in your treatment are our top priorities.
  • Gratuities:
    • Tipping is at the client’s discretion and should reflect satisfaction with service. Massage therapy gratuities are appreciated but not required. Doctors of chiropractic cannot accept tips.

  • What to wear/bring:
    • Please wear comfortable clothing to your appointment. For chiropractic visits, loose or athletic wear is best for movement-based evaluations. For massage therapy, you may disrobe to your comfort level; appropriate draping will ensure only the treated area is exposed.
    • New patients must bring a valid photo ID to their initial visit. Acceptable forms include a driver’s license, passport, state-issued ID card or military ID. For minors, a parent or legal guardian must provide their photo ID. If using insurance, bring your insurance card. These documents help verify identity and protect your personal health information. 
  • Intake forms:
    • An intake form is emailed to you at the time of scheduling. Completing it in full prior to your first appointment allows your provider plenty of time to thoroughly review your health history and concerns in advance. This ensures more time during your visit is dedicated to personalized care and treatment.
  • When to arrive:
    • If you are unable to complete the intake form for any reason, please arrive 20-30 minutes prior to your appointment to complete it in the office. It is important that you arrive on time to receive your full treatment time. We respect all of our patients’ schedules and are unable to extend your treatment time due to late arrivals.
  • Where to park:
    • Patient parking is available directly in front of and across from our front door. Additionally, all nearby parking spots not designated for other offices with signage are available. 
  • What to expect in first appointment:
    • Your initial chiropractic appointment will include a comprehensive assessment: reviewing your past medical history, discussing your primary complaint(s), and conducting an orthopedic and/or neurological examination. Treatment will typically begin during this visit, though in some cases involving extensive medical history, initial treatment may be deferred to your first follow-up appointment.

  • When a patient cancels late or misses an appointment, it often leaves us unable to fill that time slot, limiting access to care for others and impacting our providers’ livelihoods. Our policies are in place to ensure we can continue offering consistent, high-quality care to those who need it. While we understand that life can be unpredictable, these fees can only be waived in the case of emergencies.
  • Cancellation Policy:
    • Chiropractic:
      • Cancellation within 24 hours of appointment or or no-show: $50 fee
    • Massage Therapy:
      • Reschedules
        • One day or more prior: No charge
        • Same day: 50% of appointment fee
      • Cancellations/No Shows
        • Within 48 hours of appointment: 50% of appointment fee
        • Same day: 50% of appointment fee
        • No-show: Full appointment fee
    • Nutrition:
      • Cancellations within 48 hours: 50% of appointment fee
      • No-show: Full appointment fee
  • Rescheduling protocol:
    • Appointments can be rescheduled up to 24 hours prior to your appointment through the Patient Portal HERE. You may also call the office to reschedule with a member of our staff at (585) 444-7325.
  • Late arrival:
    • It is important that you arrive on time to receive your full treatment time. We respect all of our guest’s  schedules and are unable to extend your treatment time due to late arrivals.

  • Accepted insurance types:
    • BlueCross BlueShield
    • Lifetime Benefit Solutions
    • MVP
    • Cigna
    • Univera
  • If your provider is considered out-of-network with your insurance company, we can provide a Super Bill to submit to your insurance company for potential reimbursement. 
  • Medicaid plans (Excellus Blue Choice Option and Blue Option Plus) do not cover chiropractic care. If you have one of these plans, please call the office so a staff member can inform you of your options.
  • We are currently not accepting Workers Compensation cases.
  • We are accepting new patients with motor vehicle or no-fault injury claims.
  • Accepted payment methods:
    • We accept cash, checks, and all major credit cards. We also welcome Visa, Mastercard, and American Express gift cards, as well as Pinnacle Hill Chiropractic gift cards.
  • Copay/payment expectations:
    • Payment is due at the time of service, including copays, deductible amounts, and self-pay rates. For patients with deductible policies, the allowed amount must be paid at the time of service; we do not bill for these charges later. While our team works hard to verify your insurance details, final confirmation is only possible once your claim is processed, which may take 2–4 weeks.

  • Phone etiquette:
    • We are committed to providing a relaxing and healing atmosphere for all of our patients. Patients are asked to keep phones on silent, use headphones for audio/video content, and speak at a considerate volume during any necessary conversations. If you must engage in a lengthy call, please take it in the vestibule or outside
  • We are committed to protecting the privacy and confidentiality of your personal and medical information in full compliance with HIPAA regulations. All patient information is kept strictly confidential, with access limited to authorized healthcare providers directly involved in your care. We maintain secure electronic and physical records management systems designed to protect your personal health information from unauthorized access or disclosure.
  • If you’d like to view our Notice of Patient Privacy Policy in its entirety, you may do so HERE.
  • As a patient, you have the right to request access to your medical records, request corrections to your health information, and obtain an accounting of disclosures. Your personal information will only be used for providing medical care, processing insurance claims, and meeting legal requirements. We communicate sensitive information through secure, HIPAA-compliant channels and will never discuss patient details in public areas.
  • Communication:
    • You can reach our office by calling 585-444-7325. If outside business hours, please leave a message or email us at [email protected]. A team member will return your message by the end of the business day, or by noon the next business day if the office is closed.
“As someone who struggles with chronic pain and a less than cooperative body, I’ve found the practitioners at Pinnacle Hill to be life savers. The routine adjustments have done so much for eliminating pain, and maintaining my body. The entire staff is always so friendly, and incredibly accommodating.”