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  • How do I access information or instructions from my previous visits including my treatment plan, supplementation, and labs?
    Your treatment plan, supplement recommendations, lab directions can be found in the in the Charm Patient Portal. Once you're logged in, navigate to the "Visit Summary" section, and click on the box displaying the date of your appointment and the provider’s name.
  • What's the best way to contact the office/my doctor?
    For all administrative, scheduling, and general questions, you can contact the Naturopathic Assistant through Charm, text, or a phone call. Texting is the most convenient, but you can reach out in whatever way is best for you. Our main line for texts and calls is 805 560 1977. If you’re trying to send a message to your doctor directly, please send a secure message through the charm portal: Log in through the Charm Patient Portal, and navigate to the Messages section. Click on the “Compose” button, and start typing in the provider’s name in the “To” field. Please allow up to 3-5 business days for a response.
  • When is my upcoming appointment?
    To check upcoming appointment information, log in through the Charm Patient Portal, and navigate to the Appointments section. You can view and filter all of your appointments on this page.
  • How do I cancel my appointment? What's your cancellation policy?
    Please text or call us at 805 560 1977 to cancel or reschedule your appointment. Keep in mind that you have the option to change your in person visit to a phone call or Zoom visit. You must request a cancellation within 24 hours prior to your appointment time in order to avoid a $100 late cancellation fee. We completely understand and also experience the unpredictability of daily life, but the doctors allocate significant portions of time in their day for each patient (up 60-90+ minutes!), so please reach out to us as soon as you need to make a scheduling change.
  • Can I change my in-person visit to a remote visit?
    Yes, we offer our video visits via Zoom (make sure you have this installed and running on your computer or device), or we can have the appointment over the phone. Text/call us at 805 560 1977 and let us know that you’d like a Zoom or Phone appointment instead of an in-person visit.
  • How do I access my video visit with my doctor?
    Log in through the Charm Patient Portal, and navigate to the Appointments section. You’ll be able to click on the “CHECK-IN” link next to the video camera icon up to 30 minutes prior to your appointment. If you’re still having trouble, text or call us, and we’ll send you a zoom link to join your visit directly.
  • I have a phone visit scheduled, how does that work?
    The doctor will call you from our main line: 805 560 1977 at the time of your appointment.
  • Can you please send in refills to my pharmacy?
    Please contact your pharmacy and request that they send us an “eRx” or electronic prescription request. If you’re requesting a refill from a new pharmacy, please text/call us at 805 560 1977. Reminder: It is required that our patients on prescription medication follow up and have labs drawn regularly in order to ensure efficacy and safety. Please refer to your Treatment Plan for follow up instructions.
  • I need a supplement refill. Can you please help?
    You can access our online dispensary through Wellevate (for Dr. Cárdenas's patients) or Fullscript (for Dr. Evans's patients). You can also contact us to organize a pick up from the office.
  • What are my medication/supplement instructions?
    Log in through the Charm Patient Portal, and navigate to the “Visit Summary” section. Click on the most recent appointment, and instructions should be included in the summary. When in doubt, please contact your provider directly through Charm.
  • What are my lab instructions? Do I need to fast before my labs? What days should I have them drawn?
    Log in through the Charm Patient Portal, and navigate to the “Visit Summary” section. Click on the most recent appointment, and instructions should be included in the summary. If your labs contain Cortisol AM, you must have labs drawn before 8:59am, otherwise they’ll turn you away. We always recommend scheduling labs in advance to ensure an early appointment. Please allow 5-7 business days prior to your visit for results to finalize.
  • Where is my requisition? Do I need to print something out and bring it to the laboratory?
    The doctors will generally send through your requisition at the end of your visit in preparation for your next follow up. That means that you can show up at the lab you and your doctor had selected, and the phlebotomist will be able to pull up your order in their computer. To access information and instructions specific for your blood draw, please check your most recent treatment plan in the "Visit Summary" section. You can request at the front desk that we share your requisition with you through Charm. After we share it with you, you'll be able to access the requisition in the “Labs” section. Once you sign in through Charm, click on the lab “Lab Orders” button next to the “Lab Results” button. Keep in mind that you will only see a requisition when it has been manually shared with you.
  • How do I access my lab results? I had my blood drawn, but they haven’t shown up on the portal.
    You must request that the doctor share your lab results with you. You can send the request directly to your doctor via Charm. Once they’ve been shared, you’ll be notified via email. From there, log in through the Charm Patient Portal, and navigate to the “Labs” section. All of your shared results will be listed in the results section.
  • Can I have a mobile phlebotomist come to my home?
    Yes! If you'd prefer to schedule a blood draw in the comfort of your own home, you can contact Personal Touch Blood Draws (call or text: 805) 455-8409). You must contact us prior so that we can send them your requisition first.
  • Can you please send me a superbill?
    Sure! You can request your superbill at the front desk or by text/calling us at 805 506 1977. Make sure you include your name and which dates you need a bill for. All superbills will come through to your Charm Portal in the "Billing" section.
  • Why am I being charged for labs?
    If you received an invoice from Origins for your labs, it’s because you selected the Client Bill option through Quest Diagnostics. Simply put, Quest bills the physician a lower price than if you were to pay out of pocket. Opting in for Client Bill is advised when your insurance (ie. Medicare) does not cover labs ordered by Naturopathic Physicians. If you received a large bill from the lab (over $500), please contact us right away so we can look into it!

FAQs for existing patients

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