Question 1

Membership Structure

Accepted Answer

All services are offered through a paid membership model. Membership fees are per child and require a minimum 3-month commitment. Memberships renew monthly following the initial commitment period unless canceled in accordance with the cancellation policy.

Question 2

Virtual Visit Policy

Accepted Answer

All virtual visits are scheduled and last approximately 20–30 minutes
Visits may be conducted via secure video or phone, as clinically appropriate
Virtual visits are intended for acute concerns, follow-up care, and parent education
Visit allowances reset monthly and do not roll over
Unused visits are not redeemable for cash or credit
Additional visits beyond the monthly allowance are available at $50 per visit, based on availability

Question 3

Secure Messaging Policy

Accepted Answer

Secure messaging is available through a HIPAA-compliant platform and is intended for brief questions, updates, and follow-up communication. Messaging does not replace scheduled visits. Messaging is available daily from 10 AM to 10 PM.

Virtual Essentials: Up to 10 message threads per month, per child
Virtual Plus: Up to 25 message threads per month, per child

A message thread is defined as one clinical question with related back-and-forth communication over a 24–48 hour period. Messaging allowances reset monthly and do not roll over. Extended, complex, or new concerns may require scheduling a virtual or in-home visit.

Question 4

In-Home Visit Policy

Accepted Answer

In-home pediatric visits are available only to active members when clinically appropriate. Virtual care is encouraged as the first step whenever possible. In-home visits are not intended for emergency care and are not available late at night for safety reasons. Availability is based on scheduling and geographic radius.

Question 5

Scope of Care & Limitations

Accepted Answer

SOMA Pediatric Concierge Care is not an emergency service
For emergencies, call 911 or go to your nearest emergency department
This service does not replace routine well-child visits, vaccinations, or longitudinal primary care
Services are provided only to children with an active membership
Dr. Wallace reserves clinical discretion to determine when virtual or in-home care is appropriate

Question 6

Cancellation & Membership Changes

Accepted Answer

All memberships require a minimum 3-month commitment
After the initial commitment period, memberships may be canceled with 7 days’ notice
Membership fees are non-refundable
Changes to membership tier or number of enrolled children take effect at the next billing cycle

Question 7

Acknowledgment

Accepted Answer

By enrolling in SOMA Pediatric Concierge Care, families acknowledge that they have read, understood, and agree to these policies. Policies are subject to change with reasonable notice.

Our Policies, Plainly Stated.

SOMA Pediatric Concierge Care Policies