This page summarizes key communication policies for Serenity Pediatric Wellness (SPW). The signed policies in your Jane intake forms are the most current version.
Business hours
Monday–Friday, 8:00 AM–5:00 PM
Messaging channels
- Integrative/complex-care consult patients: message through the Jane patient portal (response typically within 24–48 business hours)
- Newborn care families and members (including enrolled siblings): message through Spruce
- routine messages: same business day during business hours
- urgent newborn/member concerns: after-hours messaging available (goal response within 1 hour)
SPW does not provide medical advice via social media DMs, standard SMS texting, or email.
What counts as urgent
Urgent means a time-sensitive safety concern where waiting could cause harm. Examples include trouble breathing/color change, hard to wake, rectal temperature ≥ 100.4°F (38°C) under 3 months, refusing feeds with very low wet diapers, repeated vomiting (especially green), seizure, significant injury, uncontrolled bleeding.
If you do not hear back within 60 minutes for an urgent concern, or your child is worsening, seek urgent care or the emergency department.
Emergencies
SPW is not an emergency service. Do not message for emergencies. Call 911 or go to the nearest emergency department.