Patient
FormsInsurance
& BillingOffice
PoliciesLate Arrivals &
No-ShowsAfter-Hours
CareVaccination Policy

Online Patient Forms

To make your visit easier, our forms are available online and can be completed securely before your appointment. Not sure which forms you need? Just give us a call, we’re happy to help you get everything ready.

New Patient Forms

Policy Documents

Insurance We Accept

  • We currently accept the following plans. If you don’t see your insurance listed, please call our office to confirm.
  • Aetna, CIGNA, DMBA, HYGEIA, UnitedHealthcare
  • America's PPO Network
  • Blue Cross/Blue ShieldIncluding Federal Employee Plan
  • Hawaiʻi Laborers / PSWA
  • HMA, HMAA, HWMG
  • HMSA (HMO and PPO)
  • MDX Hawaiʻi
  • Kaiser Added Choice
  • Multiplan / HMA
  • Quest AlohaCare, Quest HMSA
  • TricareStandard, Prime, and Select
  • UHA
  • UHC Community (Quest) / UMR

Insurance We DO NOT Accept

  • Kaiser Quest
  • Quest ʻOhana Healthcare

Financial Policy

At Keānuenue Pediatrics, we want the financial side of your child’s care to be as clear as the care itself. This policy explains how billing and payment work, so you always know what to expect. If you have a question about any of it, our billing team is glad to help.

Working with your insurance

We accept most major insurance plans listed on this page. Please give us your current, complete insurance information at or before each visit. When we participate in your plan, we submit claims to your insurer on your behalf as a courtesy. Submitting a claim does not guarantee payment. Coverage is an agreement between you and your insurance company, and we cannot require an insurer to pay. If we are not in your plan’s network, or you do not have your current insurance information with you at the time of the visit, payment in full is due at the visit.

Payment at the time of service

Your insurer sets your copayment, deductible, and coinsurance, and these amounts are due at the time of service. A copayment is set by your contract with your insurer, and we are not able to discount or waive it. If you have a High Deductible Health Plan and have not yet met your deductible, expect to pay for non-preventive services at the time of the visit. Coinsurance may still apply after your deductible is met.

Paying without insurance

If you do not have insurance, or you choose not to use it, you may receive a time-of-service discount when you pay in full on the day of the visit. This discount applies to self-pay charges and to services your insurance does not cover. It does not apply after the day of the visit, and it does not apply to the patient-responsibility portion of a charge your insurance has already covered.

Credit card on file

We keep a credit or debit card securely on file for every family. Cards are stored in our encrypted payment system, and our staff can see only the last four digits. We may use the card on file for copayments, deductibles, coinsurance, and any balance left after your insurance has processed a claim. If a balance is more than $200, we will reach out by call, text, or email before we charge the card.

If your insurer does not pay

If your insurance denies a claim, or we have not received payment within 60 days of filing, the balance becomes your responsibility. We will let you know and help you sort out next steps.

Past-due balances

A balance not paid within 30 days of billing is past due. If a balance stays unpaid, it may be sent to a collection agency, along with any related fees. If money is tight, please tell us before a balance falls behind. We offer payment plans and hardship options, and we would much rather work something out with you than send an account to collections.

Returned checks

A returned check carries a $35 fee. You will have 7 days from our notice to arrange another form of payment.

Good Faith Estimate

If you do not have insurance, or you choose not to use it, you have the right to a Good Faith Estimate of the expected cost before your visit, under the federal No Surprises Act. If your final bill is at least $400 more than your Good Faith Estimate, you have the right to dispute it. Learn more at www.cms.gov/nosurprises.

Who is responsible for payment

The adult who brings your child to the visit is responsible for payment for that visit and is authorized to consent to care.

Our commitment

We follow all applicable federal civil rights laws. We do not discriminate on the basis of race, color, national origin, age, disability, or sex.

Questions

If you have a question about your bill, your coverage, or this policy, please call our billing team at (808) 600-2180 or email aloha@keanuenuepediatrics.com.

Office & Appointment Policies

Appointments Are Required

We see patients by appointment only, even for same-day concerns. If your child needs to be seen, please call or text us during business hours to schedule.

We do our best to accommodate sick visits the same day. Well-child visits should be scheduled in advance to make sure your primary care provider is available. We can’t wait to see you!

Respecting Each Other’s Time

We value your time and work hard to stay on schedule. We ask that you arrive on time and that you give us at least 24 hours’ notice if you need to cancel or reschedule, so we can offer the spot to another family. Full details are in our Late Arrivals, Cancellations, and Missed Appointments policy.

Our Late Arrivals Policy

Medication Refills

Need a refill or prior authorization? Please call or text us. Here’s what to know:

  • Controlled substances (such as ADHD medications) require a med check visit every 3 months.
  • Please contact us at least 72 business hours before running out of medication.
  • Refills will be sent to the pharmacy on file unless otherwise requested.

Some medications may require a check-in visit before refilling. Our team will let you know if that applies.

Patient Privacy

We follow HIPAA guidelines to protect your family’s health information. A copy of our Notice of Privacy Practices is available anytime.

Teens and young adults

  • Patients age 13 and older must give consent for parents to access their medical records.
  • At age 18, adult patients must register themselves to continue on as a patient and sign a waiver to allow parents access to medical or billing information.

We’re happy to answer any questions about privacy or help you complete the necessary forms.

Excuse Notes (School, Work, Sports)

  • Most schools and employers don’t require a note for absences of 2 days or less.
  • If a note is required for an absence of 3 or more days, we can usually offer a same-day clearance visit, in person or by video when appropriate.
  • Return to sports or play after an injury requires an in-person visit.
  • Clearance after a contagious illness requires an in-person or telehealth visit.
  • Request a note or clearance visit through Spruce or by calling our office.

School & Medical Forms

  • Your keiki needs an up-to-date physical (within the last year) for most school and medical forms.
  • Most school clearance forms also require a TB risk assessment
  • Forms brought in at a well visit are completed the same day.
  • Digital forms, specialized forms, or forms requested outside of a visit, go into our forms queue with an expected turnaround time of 5 business days. Please plan accordingly.
  • Submit forms by uploading to your pre-visit questionnaire before a physical, attaching them in Spruce, emailing to our office, or by bringing the form in person.

Late Arrivals, Cancellations, and Missed Appointments

Your time matters to us, and so does every other family waiting for a spot. When an appointment is missed without notice, that slot sits empty when another keiki could have been seen. A bit of communication keeps the day running smoothly for everyone. Here is how it works, and what to do when plans change.

If you are running late

Things happen. If you will be more than 15 minutes late, please call. If your provider can still see you in the time that is left, we will go ahead. If the schedule is too tight, we will get you to the next opening, with on-time families seen first. Three late arrivals add up to one missed appointment, so a quick heads-up will help.

If you need to cancel or reschedule

Please let us know at least 24 hours ahead. That lets us offer your spot to another family who needs it. Sometimes you cannot give a full day’s notice. If that happens, call as soon as you know and we will sort it out together. Three late cancellations add up to one missed appointment.

If an appointment is missed

An appointment missed with no notice is a no-show. If missed appointments start to add up, someone from our team will reach out, because a pattern usually means something else is going on, and we want to help. After three missed appointments we may need to talk about whether our practice is the right fit.

The short version

If plans change, call us at (808) 600-2180 or message us on Spruce. We will always work with you.

After-Hours Care

When the office is closed, you are not on your own. A pediatric team is available by phone any hour, day or night, to help you decide what to do next. For non-urgent questions, send us a message and we will get back to you by the next business day.

For a life-threatening emergency, call 911.

  • Secure text message with Spruce

    For non-urgent issues only, you can text (808) 600-2180 anytime. These non-urgent issues will be addressed as soon as possible, sometimes not until the next business day.

    Get Spruce

  • After-Hours Support

    For urgent concerns that can’t wait until regular office hours, call our office at (808) 600-2180 and select option 1 to reach our virtual pediatric support team at Hello Pediatrics. They provide phone support and video visits, if necessary.

    This experienced team follows our medical protocols to help you decide what to do next and direct you to appropriate care if needed. They’re here to support you when we’re off-duty, so you’re never left without help.

  • Insurance Based 24-Hour Nurse Line

    Use the nurse line on the back of your health insurance card. This service is free through your insurance company.

Try Our Dosage Calculator

We can guide you on how much Tylenol, Motrin, Zyrtec or Claritin to give your child, based on their weight.

Get the Right Dose

Symptom Checker

Not sure what to do next? Our Symptom Checker can help you assess how serious your child’s symptoms might be, decide whether a doctor’s visit is needed, and learn how to provide relief at home. It’s a helpful starting point, especially after hours or when you’re unsure.

Check Symptoms

First Aid Advice

From minor injuries to unexpected mishaps, our First Aid section offers step-by-step guidance you can trust, whether it’s a sprained ankle, a cut, or a lost tooth, quick help when you need it!

Get Advice

Urgent Care & Emergency Visits

Whenever possible, contact us before heading to urgent care or the ER, because there’s a good chance we can help you avoid the trip. We’re often able to guide you, offer same-day care, or manage your child’s condition without the wait or cost of outside care.

If your child needs urgent medical attention and it’s not a 911 emergency, we can help you decide where to go, or recommend trusted local urgent care options.

Learn More

Vaccines Save Lives

Vaccines are one of the most effective tools we have to protect children, families, and communities, and we use them on schedule, every time.

We follow the immunization schedule recommended by the American Academy of Pediatrics, and we require our patients to do the same. We do not delay or space out vaccines, because doing so leaves children at unnecessary risk.

A shared commitment to vaccination is the foundation of a strong, trusting relationship with our team. If you have questions or concerns, we are here to talk, with respect, empathy, and science-based guidance.

Resources

Frequently Asked Questions

Vaccines protect your child from dangerous diseases that can cause serious illness, long-term complications, or even death. They also help protect others in your family and community, especially newborns and those who can’t be vaccinated.

Yes. Vaccines are rigorously tested before approval and continuously monitored for safety. Serious side effects are extremely rare, and the benefits far outweigh the risks.

Vaccines contain:

  • Antigens to trigger an immune response
  • Preservatives to prevent contamination
  • Stabilizers to maintain effectiveness
  • Adjuvants to help the immune system respond more strongly

All ingredients are present in small, safe amounts and undergo extensive testing.

No. From birth, children are exposed to thousands of germs every day. The immune system easily handles the small number of antigens in vaccines.

Delaying vaccines leaves your child vulnerable to preventable diseases for longer. The recommended schedule is carefully studied and designed to offer protection when children need it most.

No. Vaccines do not cause autism. The study that suggested a link was fraudulent and has been thoroughly discredited. Multiple large studies since then have found no connection. Currently, there is no scientific consensus on the cause of autism.

Vaccines contain tiny amounts of ingredients that may sound concerning out of context but are completely safe in the doses used.

  • Dose matters: Many everyday substances are only harmful at high levels.
  • Context matters: Ingredients are tested for safety in combination, not just in isolation.
  • Vaccines are safe: They’re tested in thousands of people before approval and monitored continuously after.

Natural infection can cause serious illness, complications, or death. Vaccines provide immunity safely, without the risks of getting the disease.

Yes. All vaccines go through rigorous clinical trials and safety checks before approval. Monitoring continues long after they’re on the market.

  • It protects from birth: Hepatitis B can be passed from mother to baby, even if the mother doesn’t know she’s infected.
  • It spreads in everyday life: Children can come in contact with infected blood through cuts, shared items, or household exposure.
  • It prevents lifelong illness: Babies infected at birth have a 90% chance of developing chronic hepatitis, which can lead to liver failure or cancer.

The Hepatitis B vaccine is safe, effective, and has dramatically reduced infection rates in children.