Practice Policy

Illustration of two people discussing at a desk with a laptop, surrounded by office decor.

  • We strictly follow all laws and regulations about client confidentiality, including HIPAA and individual state privacy laws.

    All client information, records, and communications are kept confidential and securely stored.

  • At Hello Community Health, your privacy is our priority. Your personal health information is protected and used only to support your treatment and care. We do not share your information with anyone unless it is necessary for treatment, payment, and healthcare operations, in compliance with HIPAA regulations and only shared with your signed consent. All records are handled in compliance with your state’s privacy laws to ensure your confidentiality is respected at every step.

  • We provide all services online, offering you flexible, accessible, and secure care from anywhere in your state. We use a sexure electronic health record (EHR) platform to conduct all sessions and coordinate services.

    What is Telehealth (also known as telemedicine or virtual mental health care)?

    Telehealth is the use of secure video or phone communication to deliver mental health services. At Hello Community Health, all appointments including evaluations, therapy, medication management, follow ups and care coordination, are conducted virtually.

    How Virtual Care Benefits You

    • No travel time or waiting rooms

    • Access high-quality mental health services from the comfort of your home

    • Flexible scheduling with licensed professionals

    • Care that fits into your daily life, even across different devices

    What to Expect in a Virtual Appointment

    • Sessions are conducted through the HIPAA-compliant platform

    • You may receive virtual support for prescriptions, lab orders, genetic testing, treatment planning, and billing

    • You can ask questions before and during your first appointment or at any time throughout your care about the use of telehealth for treatment.

    Risks and Limitations

    While virtual care is convenient and secure, there are some limitations:

    • Technology issues: Connectivity problems may interrupt or delay your session

    • Privacy: If others are nearby during your appointment, they may overhear private information

    • Clinical limitations: Some conditions may require in-person assessment; your provider will let you know if in-person care is recommended

    Privacy and Confidentiality

    • Sessions are never recorded

    • Our EHR is encrypted and designed to protect your personal health information

    • Our care team follows strict privacy standards for any access to your information, including support for billing, labs, or prescriptions

    • Please choose a private, secure location for your sessions and use a trusted internet connection

    Your Options

    • If at any time you prefer to stop virtual care, you may contact us to request alternate arrangements if available in your area

    • You may withdraw your consent for telehealth by emailing us or updating your preferences in your intake form

    Consent to Participate

    By choosing to use our virtual care platform, you confirm that:

    • You understand the benefits and risks of receiving care through telehealth

    • You consent to receive services from Hello Community Health in a fully virtual format

    • You may ask questions before, during, or after your appointments at any time

  • Fees, Payment, and Insurance

    As of May 1st, 2024, fees for our services are as follows:

    • For a 75-minute initial evaluation, we charge $475. 

    • For 25-minute follow-up appointments with established patients $225

    • For 50-minute individual therapy sessions $300

    • For 60-minute group therapy sessions - varies

    • We will provide a superbill or help with insurance claim forms for reimbursement when necessary.

    • We offer a sliding scale on a case by case basis, and payment plans to fit your needs. Please email to inquire.

    • Insurance billing and reimbursement: will be explained in more detail in our financial policy. At this time we only accept insurance in Ohio and Connecticut.

  • New Patient Evaluation

    • We ask you complete the online intake forms via our electronic health record before your initial appointment, this helps us identify if Hello Community Health can meet your needs.

    • During your evaluation, your psychiatrist will provide education on recommended therapy types, medication options, further laboratory tests and any referrals for specialized evaluations. An evaluation does not guarantee treatment will be started, or that our provider may be the best fit to address your concerns. If that is the case, we will explain reasons in detail and provide a treatment plan for next steps.

    Appointment Scheduling

    •. We operate by appointment only

    •. Schedule appointments online via our online scheduler

    •. We aim to accommodate your preferred time, but availability may vary.

  • Medication and Controlled substances

    • You have a shared responsibility with your psychiatrist to monitor when medications need refills, you can send a request through your pharmacy, our patient portal or during scheduled visits.

    • Medication refill requests may not be honored if appointments are repeatedly missed or cancelled, depending on risks that exist to your safety.

    • Controlled medication for ADHD, anxiety, insomnia and addiction have strict guidelines requiring a physical exam. As a virtual practice, we require an established relationship with a primary care provider if prescriptions for controlled substances are needed. Our providers can collaborate with your primary care provider to manage prescriptions for controlled medication when appropriate.

  • Procedure

    • Requesting Records: Complete our online form, including necessary details.

    • Processing Time: Requests are processed within 14-30 days depending on complexity. Delays will be communicated with an alternative timeline.

    • Fees: A reasonable fee may apply for preparing and mailing records. Clients will be informed of fees in advance.

    • Denial of Requests: Requests may be denied if they pose a risk to health or safety, infringe on privacy, or risk domestic violence.

    • Record Amendment: Clients can request amendments to incorrect or incomplete records. Requests are reviewed within 90 days, with decisions communicated to the client.

  • Please provide 24 hours’ notice via email, text or our patient portal for cancellations or rescheduling.

    Late cancellations or no-shows may incur a $100 no-show fee. The fee must be paid before rescheduling.

    Exceptions can be made for emergencies and extenuating circumstances.

    If your provider is absent, the office will notify you and make arrangements for treatment or medication refills within 12 hours. Covering providers or staff will have access to your confidential information to ensure seamless continuation of your care.

  • If you have not had a follow up appointment by a psychiatrist in 3 months, you may be discharged with the opportunity to return to treatment when you decide.

    If needed, we can provide support to transition your treatment either to your primary care provider or to a new psychiatric provider.

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    Professional Boundaries

    We value mutual respect. To maintain professional boundaries and ethical guidelines, you may be discharged if boundaries are crossed due to concerns for provider mistreatment, conflict of interest or other reasons.

  • Complaints and Grievances

    • We take your feedback seriously and have a procedure to address concerns or complaints.

    • Communicate any grievances promptly via email, and we will work to resolve them professionally.

    Emergency Situations and Crisis Management

    • Hello Community Health is here to help, but cannot provide emergency assistance.

    • In emergencies, contact emergency services or your designated emergency contact.

    • For immediate support, call 911 or visit the nearest emergency room or call 988 for the National Suicide Prevention Lifeline.

    • For frequent crisis management, you may be better served by a more comprehensive service agency. We will provide referrals if needed.

  • Communication with your psychiatrist regarding your care can be made through our secure patient portal, here.

    We ask you limit email communications to general inquiries, appointment changes or cancellations. Confidentiality cannot be guaranteed with this methods.

    Please email, If you have any questions or concerns about these policies.