Office Policies

Office Policies

Scheduling Appointments

Please call 585-865-3584 to schedule appointments. Leave us a message and we will call you back as soon as possible. For sexual medicine consultation, you can also email

Office Accessibility

The office is located on the second floor. The entrance on the west side of the building is handicapped accessible with access to an elevator. Please let us know when you schedule your appointment if you have other accessibility needs. There is free parking.


We know your time is valuable and make every effort to keep on schedule. Please call if you are running late or if you are on your way, but please note that your appointment time will not be extended due to a late arrival and you may be asked to reschedule.

Cancellation/No-Show Policy

Your appointment time is reserved especially for you. Please call at least 24 hours prior to your scheduled appointment if you will be unable to keep your appointment. This allows us to offer that time to another patient.

After Hours and Emergency Access

If you have a life-threatening medical emergency, please call 911 immediately. For medically urgent but non life-threatening issues, Dr. Kranz can be reached at 585-355-5708. This is a service available to registered patients of the practice only. Most importantly, never delay emergency treatment. All non-urgent issues should be addressed by calling the main office telephone number 585-865-3584 where a message can be left anytime. During the times when Dr. Kranz may be out of town or otherwise unavailable, urgent patient issues will be forwarded to another physician with whom coverage has been arranged.

Insurance Coverage

For medical consultation we currently are not on any insurance panels and therefore do not take (or bill) insurance at this time. See FAQs for more answers to common questions about use of insurance. You may choose to submit your bill to your insurance company for reimbursement but payment is expected in full at the time of your appointment. You may still select our office for your medical care, but “out of network” benefits will apply. In that case, patients will be responsible for the full cost of their visit on the day of service and can submit a receipt for reimbursement to their insurance plan. Patients with questions about their coverage should contact their particular insurance carrier’s customer service representatives. For sex therapy, depending on the provider you choose and the reason for your treatment, you may be able to use your insurance. This will be investigated with the provider prior to the first therapy visit.

Financial/Payment Policy

Payment will be collected at the time of service. We can accept checks, cash, and credit cards. A $30.00 fee will apply for all returned checks, in addition to the amount originally owed. You are responsible to pay any billed amount upon receipt of a statement.

Prescriptions Policy

Only prescriptions written by Dr. Kranz will be available for refill through our office. We will not provide prescription refills for medications prescribed by other physicians.

Collaboration with your primary care and other providers

Written consent will be obtained for collaboration between Dr. Kranz and your other medical providers. This consent is not required for care but is strongly encouraged as it is safest for you—for example, your other doctors will need to know about all medications you are prescribed for your own safety. Consent can be limited to certain information. While it is useful to communicate about diagnoses and treatments your other providers likely do not need detailed information on your sexual history. If you have any concerns about this at all, please be sure to address this with Dr. Kranz.

Other Non-Covered Services

Medical records: Upon written request, copy of your medical records can be provided to you. There will be a charge of $0.75 per page.

Email Policy

Email is a convenient and efficient way to communicate non-urgent questions, requests, and messages you may have for me. Patients need to understand that the confidentiality of email exchanges cannot be guaranteed. While the security of email is still comparable to other forms of communication, there are some special conditions that apply to email:

• If your email address is through your employer, your employer may own all emails sent to that address.
• If your family shares your email address, other family members may see your messages.
• If you use an Internet service provider, there is a small risk that messages may be intercepted by others (“hackers”).

What types of communication are appropriate for standard email?

  • Prescription refill requests

  • Appointment scheduling concerns or questions

  • Non-urgent medical advice or follow-up (including some types of test results) – for example, clarification of treatment plan or self-reporting of blood pressure

  • Billing/insurance questions

The following subjects are never appropriate for standard email:

  • Any urgent medical problem or emergencies that require immediate response

  • Alcohol and substance abuse problems

  • Legal matters

I cannot control or guarantee the security or confidentiality of email messages from patients. Patients who choose to email personal health information do so at their own risk. I also cannot be responsible for email information that is lost or undelivered due to technical failures. I will usually answer email within one business day. Patients with more urgent medical questions or concerns should telephone the office. Please keep in mind that although email is a very effective tool, it is not a substitute for personal visits for examination and counseling with your doctor.

Privacy Policy

Please click below to view the patient privacy statement. Please do not hesitate to contact me if you have any questions about the content of this document.