07/10/2026
To Our Valued Patients,
Our entire team is committed to providing you with the highest quality medical care. Part of that commitment includes helping you navigate the increasingly complex insurance system, including obtaining prior authorizations for medications when required by your insurance company.
In response to the rise in insurance requests as well as the rise in aggressive and abusive comments to our staff and providers, I have drafted this letter to communicate the following information. It may come as a surprise , but we are not legally required to complete prior authorizations. These requirements are created by insurance companies, not by your physician or your medical practice. Despite the significant time and administrative burden they place on healthcare providers, we voluntarily assist our patients with this process because we understand how important it is for you to receive the medications your physician has prescribed.
Please understand that prior authorizations are not under our control. Approval decisions are made entirely by your insurance company. While we will make every reasonable effort to submit the necessary documentation and advocate on your behalf, we cannot guarantee that a medication will be approved or that the process will be completed within a specific timeframe.
Similarly, when pharmaceutical samples are available, we are happy to provide them as a courtesy to help bridge gaps in treatment. However, sample availability depends entirely on pharmaceutical manufacturers and their representatives. We cannot promise that samples will always be available, and we ask for your understanding when they are not.
We also want to address an important issue. Our physicians and staff deserve to work in an environment of mutual respect. They devote countless hours to assisting patients with insurance requirements, prescription refills, phone calls, and many other tasks that often go unseen.
Abusive, threatening, or disrespectful behavior toward any member of our team will not be tolerated. This includes yelling, insulting, intimidating, or otherwise mistreating our staff because of insurance delays, prior authorization requirements, medication denials, or the unavailability of medication samples. These circumstances are beyond our staff’s control.
Patients who engage in abusive or threatening behavior WILL be dismissed from our practice. NO EXCEPTIONS! I have a ZERO tolerance policy for this type of behavior.
We appreciate the kindness, patience, and respect shown by the overwhelming majority of our patients. Your partnership allows us to focus on what matters most which is providing exceptional medical care. Thank you for your understanding as we continue to advocate for you while navigating the challenges of today’s healthcare system.
Sincerely,
Dr. Adrian L. Burrowes, MD, CMD, FAAFP
CFP Physicians Group