Patient Portal Information – Please Read (Updated 10/11/26)

 Dear Milestone Families,

Since opening in 2021, we have worked hard to provide convenient access to our providers through our patient portal and after-hours nurse line. As message volume and operational costs continue to increase, we have made some adjustments in 2026 to help maintain these valuable services while allowing our providers to balance patient care and family time.

Patient Portal Messaging

We bill insurance for portal messages requiring medical advice, treatment recommendations, or medical decision-making by a provider.

There will be no out-of-pocket cost to families for the first two billable portal messages per calendar month. 

Beginning with the third billable message, families will be responsible for any charges not covered by insurance, generally $15–25 per message.

The following messages will not be billed and do not count toward the two-message limit:

• Appointment requests or messages resulting in a scheduled visit.
• Messages initiated by our office.
• Routine questions about existing referrals.
• Follow-up questions related to a visit within 7 days or resulting in a visit.
• Messages resulting only in a recommendation for urgent care or emergency evaluation.

Form fees are separate and outlined in our Financial Policy. Messages related solely to forms will not incur an additional portal fee.

Please remember: The patient portal is not a substitute for an office visit. More complex concerns may require an appointment to ensure appropriate care.

After-Hours Nurse Line

Our after-hours pediatric nurse line remains available for medical concerns when the office is closed.

• $25 per completed call, as this service is not covered by insurance.
• No charge for same-day prescription issues or concerns related to a visit earlier that day.
• $50 per call for individuals who are no longer active patients of Milestone Pediatrics but continue to utilize this service.

We encourage families to visit our website or www.healthychildren.org for trusted pediatric advice and common treatment recommendations.

As an independent pediatric practice, our goal is to continue providing accessible, high-quality care while remaining sustainable for years to come.

Thank you for your understanding and continued trust in our team!

Sincerely,

The Milestone Team