💙 An Honest & Important Message to Our Patients 💙

February 11, 2026

We want to speak openly with our community for a moment.

Each week, our clinic sends out close to $10,000 in patient statements. Out of approximately 130 statements, we may receive as little as $100 paid.

Many of these balances are coinsurance, not just a simple copay. That means insurance may not pay us; the patient or parent is responsible to pay their portion. If we perform services like flu, COVID, or strep testing, we must pay for those supplies whether a balance is paid or not. When balances remain unpaid, the clinic actually loses money on those visits.

We currently have individuals and families with balances of $300+, and some balances that are over a year old.

If you have not received a call, text, email, or paper statement from us — this does NOT apply to you. Please don’t worry. 💙

We love our patients. We truly do not do this for the money — we do this because we care deeply about our community. But the reality is, it is hard to run a small business in healthcare. To keep our doors open, pay our staff, and continue providing quality care, we must be paid for the services we provide.

If you have a balance:
✔️ Please review your statement
✔️ Call us with questions
✔️ Set up a payment plan if needed

We are always happy to work with families — communication makes all the difference.

Thank you for supporting local healthcare and for helping us continue to care for you and your family. 💙

— Your Carter Healthcare Team

Carter Telehealth’s Appointment Cancellation Policy

Scroll down to agree to the policy below.

1. Please note that Carter Telehealth requires a 24-hour notice if you need to cancel or reschedule your appointment, this includes same day appointments. This will allow us the opportunity to provide care to another patient. Failure to cancel or reschedule your appointment prior to this time will result in a $25 cancellation fee, charged to the card on file.

2. Unfortunately, a “No-Show” or missed appointment, without the proper 24-hour notification will also result in a $25 cancellation fee. We apologize for any inconvenience.

3. If you are 15 or more minutes late for your appointment, you will be considered a “No Show” and the appointment will be cancelled. If you are having trouble logging in and/or know you will be late, please call or text the office at 606-225-4443 to let the provider know and see how they can assist you.

4. As a courtesy, you will receive an appointment reminder call/text/email one day prior to your appointment. Please note, if a courtesy reminder is not received, the cancellation policy remains in effect. The reminder is a courtesy, not a condition to the cancellation policy.

5. Providers at Carter Telehealth are licensed to practice within the state of Kentucky ONLY. For this reason, the patient must be in the state of Kentucky at the time of the telehealth visit or the appointment will be cancelled. A $25 processing fee will be applied to the card on file.

6. If the provider must cancel for any reason, you will be refunded the full amount of the prepayment. Please understand that if/when it happens, we are regretfully cancelling and apologize for any inconvenience it may cause you.

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