Patient FAQ

What insurance plans do you take?


We see all patients regardless of insurance status or ability to pay. We never send anyone to collections for not paying their bill.

See the Insurance & Coverage page for more information.

Do you see patients under the age of 18?


We will see patients 12-18 years old for sensitive services such as gender affirming care, sexual health and reproductive health services.
For primary care services, we do not see those under 18 years old.

How can I refill my prescriptions?


For medications we have prescribed you before, contact your pharmacy and have them send us a refill request. We have a 72 hr prescription refill turn around time, so please request your refills well in advance before running out. If you are out of your medication and need an urgent refill, please contact your Team RN (direct numbers listed on our Contact Us page).

For medications we have never prescribed you before, you will need to speak with a provider in an appointment to obtain a prescription.

My provider just prescribed me a medication that my pharmacy says is not covered, what do I do?


Please have the pharmacist fax us a prior authorization request so we know to do the necessary paperwork to get your insurance to cover your medication. Alternatively, you can call your Team RN to let them know so they can troubleshoot with the pharmacy on your behalf.

What is the expected turn around time for lab results?


Due to variable lab processing times, we ask 7 days of turn around time for lab results. We currently use a “No News is Good News” policy. This means normal lab results are not typically reviewed unless you call to request the results.  Abnormal results will be reviewed either by phone or in an appointment. We will  attempt to reach you by phone or mail if your results require additional follow-up.

Where do I send completed forms?

You can send any completed forms via email to our general inbox: info@lyon-martin.org or you can drop them off or mail them to us at 1735 Mission Street, San Francisco, CA 94103. You can also fax them to us at (415) 252-7512.

What is your no-show or cancellation policy?


If you know that you are not going to be able to  make your appointment, please let us know as soon as possible so we can accommodate others in the schedule. We do not charge fees for no-shows or cancellations, we just want to make sure others are able to access the care they need, and we cannot do that if people no-show appointments and take up an appointment that could have been used for someone else.

What is your late policy?


If you are more than 10 minutes late to your appointment time, we cannot  guarantee that you will be seen for your appointment. If we cannot accommodate you, you can wait for a no-show or you may re-scheduled for another day. 

What is your privacy policy?


In compliance with HIPAA Privacy Laws, we cannot disclose your protected health information to anyone outside the organization without your explicit permission. Exceptions to this include referrals to outside specialty care providers and emergency situations. Internally, we will only discuss the minimum necessary information to provide you with the care you need. We will not leave messages on your voicemail unless you explicitly consent to us doing so. You have the right to choose how we communicate with you. For example, if you do not wish to receive mail from us, we will only communicate with you by phone. 

Why did I receive a bill?


We are legally required to inform you of how much the services you received cost. We are legally required to at least attempt to collect this money from you. That being said, we provide all services regardless of ability to pay and we do not send anyone to collections for failing to pay. So, if you are unable to pay the bill, you can either contact us to create a payment plan, or you can ignore it completely and it will be written off.

If you receive a bill from Quest Diagnostics, our lab processing company, please let us know as soon as possible. All Quest bills are supposed to be sent directly to us, not to you. Unfortunately, Quest does send people to collections for ignoring their bills, so it is important for you to let us know if you receive a bill from them so we can re-direct it to us.

Are you mandated reporters?

By law, all licensed health professionals are mandated reporters. This means that we are required to report suspected abuse, neglect, and domestic violence. 

What is the process for obtaining a referral for gender affirming surgery?


Because insurance companies and surgeons follow the WPATH Standards of Care, we can help you obtain the letters necessary to get approval from your insurance company and surgeon to move forward with gender affirming surgery.

First, schedule an appointment with your primary care provider to discuss the referral. If your primary care provider clears you medically, they will submit a referral order for that particular surgery. Our care coordinator will then reach out to you to schedule you with a mental health provider to do your mental health letter. Once we receive your mental health letter, your medical clearance letter is written and we will send both letters to the surgeon of your choice in network with your insurance company. You can then schedule your consult with the surgeon. Once you are seen in your consult, the surgeon will schedule your surgery date. We then will reach out to you 1 month prior to your surgery date to assist with any pre-op preparation needed to ensure you have the support you need for surgery.

What is the process for establishing care as a new patient?


Call us at (415) 565-7667 to schedule a new patient appointment.

Bring your ID & insurance or coverage information or, if uninsured, documentation of income.
Try to arrive 15-20 minutes early to your first appointment to complete our intake paperwork.