Our Practice Policies

WELCOME TO MINDWELL PSYCHOLOGY, LLP

Our Commitment to You

MindWell Psychology is committed to providing the highest quality care for you and every client. Our mission is to provide culturally informed, research-based outpatient mental health care to children and adults to alleviate psychological suffering, increase our clients’ sense of meaning and purpose, and to support thriving and resilient communities.

If you have any questions about accessibility for clients with disabilities, please contact our administrative team at 607-260-3100. We are available to review questions about access for the online portal, telehealth services, in person services, facilities, and more.  

General Information

MindWell Psychology, LLP provides mental health service consultation, psychological evaluations, psychotherapy, and other mental health services in person at our offices in: Ithaca, New York; Latham, New York; and Burlington, Vermont; and by telehealth to clients throughout New York State and Vermont.

Our role is to recommend a provider and a type of therapy that we think may be a good fit for you, assess and determine diagnostic considerations, and identify appropriate care. If MindWell’s clinical team determines that MindWell is not the most appropriate treatment or assessment option for you at this time, we will make a referral to an appropriate outside provider or organization.

Policies are available on MindWell’s website www.mindwellcenter.com

Contacting MindWell

For general questions, billing support, and scheduling, our administrative team is available during our business hours of Monday – Friday, 9:00am to 5:00pm EST, by calling your individual office: 
Albany: 518-531-3100
Burlington: 802-880-3001
Ithaca: 607-260-3100

Voicemails may be left at any time of the day, any day of the week regardless of business hours, however they will only be returned during the next business day the office is open. 

Electronic messages regarding your appointments, billing, or any electronic communication that may include personal health information (PHI) should be sent via your Simple Practice client portal secure messaging, not to the general MindWell support email.

MindWell is a paperless office, and all forms, policies, and records will be shared with you via your HIPAA compliant secure client portal. Please promptly review and complete any form we send to your attention. 

MindWell Office Locations

Directions to our offices can be found at www.mindwellcenter.com/directions. Free parking is available on site. Please arrive 10 minutes early for your first in-person appointment.
Albany, NY (518-510-3100): 15 Cornell Rd, Latham, NY 12110
Burlington, VT (802-880-3001): 56 W Twin Oaks Terrace Suite 5, S. Burlington, VT 05403
Ithaca, NY (607-260-3100): 950 Danby Road, Suite 202-F (2nd floor), Ithaca, NY 14850

Check-in: If you are attending appointments in person, please check in on the iPad kiosk located in the waiting room in Albany and Burlington or in the office hallway in Ithaca and then proceed to the waiting room. Your therapist will meet you in the waiting room at your appointment time.

Thank you for entrusting MindWell Psychology with your care. We look forward to working with you!

MindWell Psychology, LLP – Practice Policies

1. INTAKE & ASSESSMENT PROCESS

The first two to three appointments at MindWell are for intake and feedback. Your clinician will conduct an intake and diagnostic assessment and consider your fit for the therapist and clinic’s care model. You are also encouraged to consider if your clinician and MindWell seem like a fit for your needs. When the intake is complete, you will receive feedback on whether the clinician and clinic are appropriate for your needs, and if so, collaboration on a treatment plan commences. If the clinician determines that your needs cannot be met by the clinician or MindWell, you will receive referral recommendations and a rationale for the referral.

2. APPOINTMENT FREQUENCY

MindWell’s appointment scheduling practices are based on research showing that continuity and consistency of attendance is one of the best predictors of the effectiveness of therapy. New clients are scheduled on a weekly basis for at least 1-2 months to establish a therapeutic relationship and determine what appointment frequency is clinically appropriate for you.

Weekly: All new clients are scheduled on a weekly basis for at least 1-2 months to establish care. Your recurring appointments are scheduled for a set day and time each week. Please consider your own availability carefully when committing to a recurring weekly time that works for your schedule.

Bi-weekly: Clients may transition to bi-weekly appointments (every other week) after a minimum of 4-6 weeks of consistent weekly appointments. You and your clinician should discuss whether this is clinically appropriate. If you are requesting to change to bi-weekly appointments due to scheduling or financial reasons, please discuss this with your clinician before contacting the office to change your appointments. Bi-weekly appointments are offered at set times on clinicians’ schedules. When transitioning to bi-weekly, you may be asked to change your recurring appointment day/time. 

Monthly: When your treatment goals are met, your clinician may offer scheduling “booster sessions” on a monthly basis. Monthly “booster session” appointments are not scheduled at recurring times. When scheduling booster sessions, please contact the office, a week prior to your monthly check-in date, to check your clinician’s availability and schedule a single appointment. 

For minors: please expect that in addition to your child’s regular recurring appointments, parent-only appointments may be requested periodically or on a recurring basis, depending on your child’s age, treatment plan, and other individual circumstances. 

Cancelations, for any reason, should not exceed 3 in a 3-month period. Appointments that are rescheduled for the same week, cancelations due to office closure, and cancelations due to clinicians being out of the office are not included as part of your cancelations.

3. TELEHEALTH APPOINTMENT LOCATION REQUIREMENTS

Due to state licensing requirements for providers, you must be located ONLY in the following states at the time of any telehealth appointment, by either video or phone: 

• New York State clients: you must be in NYS at the time of your telehealth appointment (or Vermont if your clinician is also licensed in Vermont)

• Vermont clients: you must be in Vermont at the time of your telehealth appointment (or NYS if your clinician is also licensed in NYS). 

Please note: If you join a telehealth appointment from outside of your state (NYS or Vermont), the appointment must be terminated and may be billed as a late cancelation. 

*Some providers may be licensed in an additional state, please contact MindWell administrative support with any questions about specific providers' states of licensure. 

4. APPOINTMENT COMMUNICATIONS, PROCEDURES & SETTINGS

Scheduled Appointments – Simple Practice Client Portal

Once you have activated your Simple Practice client portal and completed your required consents and questionnaires, you can view your appointments in the portal at any time. 

The portal link is always available on MindWell’s website under “Client Portal”

Mobile Apps are available for both the Client Portal and for accessing Telehealth appointments:

• Andriod devices: Simple Practice Client Portal App

• Android devices: Simple Practice Telehealth App

• iPhone/iPad: Simple Practice Client Portal App

• iPhone/iPad: Simple Practice Telehealth App

Simple Practice Appointment Reminder Settings – Email and Text/SMS

You should receive automated courtesy appointment reminders by email and/or text message (SMS), approximately 72 hours in advance of each appointment. 

You are welcome to contact the office to update your reminder methods, or add additional phone numbers/emails. 

Please note the following:

• Courtesy automated appointment reminders are sent 3 days in advance of each appointment. 

• Do not reply to automated reminders. These are sent from non-monitored accounts. 

• If you have questions or need to make a change to a scheduled appointment, please contact the office by phone or secure client portal message.

• Your portal is set to allow you to initiate messages to your clinician’s office location:
  ALBANY: send secure message to “Albany Office” or call 518-510-3100
  BURLINGTON: send secure message to “Burlington Office” or call 802-880-3001
  ITHACA: send secure message to “Ithaca Office” or call 607-260-3100

How to Cancel or Reschedule Your Appointment

Notify MindWell of rescheduling and cancelation requests at any time through secure messaging your office through your Simple Practice client portal or by calling your office:

ALBANY: secure message to “Albany Office” or call 518-510-3100
BURLINGTON: secure message to “Burlington Office” or call 802-880-3001
ITHACA: secure message to “Ithaca Office” or call 607-260-3100

Voicemail is available outside of business hours. Our office will enter these requests using the message’s timestamp. Business hours are Monday - Friday, 9:00am - 5:00pm EST. 

Rescheduling Procedures and Telehealth Options

We know that some changes are unavoidable, and your advance notification of cancelation or rescheduling helps everyone because appointment times with your clinician are then available to others seeking rescheduling. In turn, you benefit from additional rescheduling flexibility when others give advance notice of cancelations.

To maintain your therapeutic progress, please request one of the following options rather than canceling an appointment when it is possible for you: 

• Reschedule your appointment for the same week (unless you are out of state). Appointments that are rescheduled and attended do not count as cancelations. 

• Change your in-person appointment to telehealth (e.g. due to mild or contagious illness or transportation issues). This can even be done the day of your appointment by calling the office.

Late Arrival to Appointment

If you will be late for an appointment, in-person or telehealth, please call the office to notify your clinician. If you are more than 15 minutes late, your appointment may be canceled as there may not be sufficient time remaining for an appointment. In that case, your appointment may be billed as a late cancelation ($50).

Telehealth: if you have not joined a telehealth session 15 minutes after your appointment’s start time, and have not contacted MindWell, your clinician will leave the session and your appointment will be marked as a no show ($100 no show fee). 

5. CANCELATION POLICY AND FEES

MindWell’s cancelation policy requires at least 48 hours’ notice for cancelation of an appointment without a late cancelation fee.

All clients receive a one-time courtesy waiver of a cancelation fee every 6 months. This courtesy fee waiver is applied to the first cancelation that would incur a fee in each 6-month period.

• Late cancelation within 48 hours of appointment: $50

• No show: $100

We understand that you may occasionally be unable to attend at your scheduled appointment time and we work to prioritize your scheduling needs and preferences. Your advance notice of rescheduling or cancelation allows us to better accommodate your requests as well as your clinician’s availability to reschedule others. Appointments that are rescheduled for the same week are not counted towards your maximum allowed cancelations.

Late arrival: If you are more than 15 minutes late for your appointment, it may be billed as a late cancelation ($50), as there may be insufficient time remaining for an appointment.

Non-compliance with telehealth location requirement: If you join a telehealth appointment from outside of NYS or Vermont, the appointment must be terminated and may be billed as a late cancelation ($50). Your provider asks your location at the start of each telehealth appointment.

Cancelation and no-show fees cannot be billed to insurance and are the client’s responsibility. Fees are auto billed to your payment card on file.

Cancelations should not exceed 3 in any 3-month period. Appointments that are rescheduled for the same week, cancelations due to office closure, and cancelations due to your clinician being out of the office are not included in your total cancelations. Courtesy cancelations are counted towards your maximum number of cancelations.

6. CANCELATION OF AN APPOINTMENT BY MINDWELL

Occasionally, your appointment may be canceled due to your clinician's scheduled time off or unexpected circumstances. These are not counted towards your cancelations.

• For planned office closures and clinician time out of the office: You will typically be informed 1-2 weeks prior to the impacted session(s) and offered rescheduling options if available. You will be notified by your preferred communication method (email or text) and by your clinician. 
  
  

• For unexpected clinician cancelations: You will be notified as soon as possible. This may be the day before or day of your appointment. In this case, the office may call and/or text you in addition to your preferred communication method to ensure that you receive the message. Whenever possible, and depending on the circumstances, rescheduling options will be offered.

7. CONVERSION OF AN APPOINTMENT TO TELEHEALTH BY MINDWELL

MindWell may sometimes need to convert your in-person appointment to telehealth due to inclement weather, mild/contagious illness, or other unexpected event.

For conversion of in-person appointment to telehealth: You will be notified as soon as possible. 

This may be the day before or day of your appointment. In this case, the office may call and/or text you in addition to your preferred communication method to ensure that you receive the message. For those who are unable to access a telehealth appointment on that day, rescheduling will be offered if available.  If you are unable to reschedule and unable to access a telehealth appointment, your scheduled appointment will be canceled and will not count towards your maximum number of cancellations.

8. PAUSING OR ENDING SERVICES 

Client Pause of Services

You may request a temporary pause to identify a new recurring appointment time due to changes in your scheduling availability. We work to accommodate your scheduling needs whenever possible. Please note that many appointment times are in high demand and requests for specific times can be challenging to secure.

We realize that you may sometimes need to pause your therapy due to scheduling, travel or other personal considerations.  You may pause your services with the option to return within 6 months, pending your clinician’s availability at the time of your return. You are not guaranteed a return to your previous appointment time. If more than 6 months has elapsed, you will be asked to complete new intake documents. If more than 1 year has elapsed, you will be asked to schedule a phone screen appointment, returning as a new client.

MindWell Release of Your Recurring Appointment Time

Your recurring appointment time may be released in the following circumstances:

• More than 3 cancelations of any kind in a 3-month period (not including cancelations by your clinician or MindWell office closures)

• Planned cancelation of weekly appointments for 4 or more consecutive weeks

• Planned cancelation of 2 or more consecutive bi-weekly appointments

When you are available to return to consistent weekly or bi-weekly scheduling, you may resume scheduling with your clinician pending their availability, and if your billing account is in good standing.  

Termination of Treatment

If your appointment time is released due to frequency of cancelations, we will work with you to find an alternative scheduling solution if appropriate, or termination of treatment. 

Your continued treatment at MindWell is not guaranteed after 3 missed appointments in a 3-month period. MindWell reserves the right to terminate your treatment after 3 missed appointments in a 3-month period without advanced notice.

9. FEES

MindWell’s current fee schedule for therapy: 

Individual therapy, parent or family sessions, couples therapy, 53-minute and 45-minute: $165
Individual therapy, parent or family sessions, couples therapy, 30-minute: $130
Individual therapy, couples therapy, 15-minute: $90
Collateral appointment (with other medical, educational, or legal providers), 15-minute: $55
Collateral appointment (with other medical, educational, or legal providers), 30-minute: $130

Fees are current as of 12/01/2023. Fees are subject to change with 30 days’ written notice.

10. PAYMENT METHOD & AUTO BILLING

A valid payment card is required to be entered in your Simple Practice secure client portal before your first appointment, and updated as needed (payment methods may include credit card, debit card, HSA, FSA). You are able to add new payment cards to your secure client portal at any time. To remove a card from your portal, please call the office. The secure portal does not allow you to remove a card.

Payment is due at the time of each appointment. Your full session fee, co-pay, or co-insurance is autobilled to a payment card on file after your session. The amount due depends on your insurance coverage, deductible status, and other variables.

If your payment card is declined, we will contact you directly to coordinate an alternate payment method. Balances are expected to be paid in full prior to your next scheduled appointment. 

Our fees listed below are subject to change with 30 days written notice.The price per session is subject to change at the discretion of MindWell. If the price for services change, reasonable warning will be provided to the client.

11. COLLECTIONS

If your payment card on file is declined, we will contact you directly for an alternate payment method. Balances are expected to be paid in full prior to your next scheduled appointment. 

Overdue balances are subject to the following billing process: 

1. If you have a balance due for two or more appointments, you may be informed that your services will be paused until your balance is paid. 

2. If you have not responded to MindWell’s communications about overdue balances after 4 notifications, and an overdue balance remains, your future appointments may be released from your clinician’s schedule. 

3. To avoid an additional $20 collection fee, payment in full must be received by the date indicated in your final billing notification.  

4. Failure to remit payment by the date indicated in your final billing notification may result in an additional 35% balance collection fee added to your outstanding balance.Your account may be sent to a Collections Agency, which may adversely affect your credit rating.

12. INSURANCE
 

If you have a health insurance policy, it may provide some coverage for mental health treatment depending on whether MindWell is in network or out of network with your insurer.

• MindWell is in network with Aetna commercial insurance plans only. 

• MindWell is out of network with all other insurance companies. 

• Multiple insurances: If you have coverage from more than one insurance policy, you are responsible for coordination of benefits prior to your first appointment.

• MindWell is an opt-out provider for Medicare. 

• MindWell does not participate with Medicaid and Medicaid managed insurance plans.

You should carefully read the section in your insurance coverage booklet or on your insurance website that describes mental health services. If you have questions about the coverage, call your plan administrator. 

MindWell’s billing team will provide you with whatever information you need and assist you in understanding the information you receive from your insurance company, and if necessary, call the company on your behalf.

In Network Insurance: AETNA commercial plans only

You (not your insurance company) are responsible for payment of any co-pays or fees that are subject to your deductible at the time of the appointment. 

You should contact your insurance company to be aware of any co-pays or deductibles. MindWell will provide you with whatever assistance we can in helping you receive the benefits to which you are entitled; however, it is very important that you find out exactly what mental health services your insurance policy covers. Under some plans, in-person and telehealth sessions may be covered differently.

Out of Network Insurance

You (not your insurance company) are responsible for full payment of all fees at the time of the appointment. 

MindWell staff provide you with whatever assistance we can in helping you receive the benefits to which you may be entitled; however, it is very important that you find out exactly what mental health services your insurance policy covers. Under some plans, in-person and telehealth sessions may be reimbursed differently. You should call the member services number on your insurance card to ask:

• Do I have out of network benefits?

• Is there an out of network deductible?

• What will I be reimbursed for out of network outpatient mental health care? 

• Is reimbursement different for in person and telehealth services?

• Do I need prior authorization?

For most out of network insurances, MindWell submits claims on your behalf to your insurance. Our team typically sends out claims 2-4 business days after each appointment. Depending on your out-of-network coverage and out-of-network deductibles, any potential reimbursement would be sent directly to you or the primary insured on your insurance plan. For some insurances, MindWell is not able to directly submit claims. In this case, you can be provided with a superbill at your request to self-submit.

Multiple Insurances: Primary and Secondary Insurance

If you are covered by multiple insurance plans, you are required to provide MindWell Psychology with the details of your primary insurance plan for accurate billing. You must contact your insurance companies in advance of your first appointment to determine which is your primary insurance. MindWell does not submit secondary claims.

You must inform each of your insurance plans that you have additional coverage. It is your responsibility to keep your coordination of benefits up to date. Coordination of benefits refers to the process by which two or more insurance plans work together to cover your medical expenses. 

If your primary insurance is any company other than AETNA, and your secondary insurance is AETNA: You are responsible for the full payment of all fees at the time of each appointment. In this situation, you may submit secondary claims to Aetna on your own behalf. MindWell does not submit secondary claims.

Medicare and Medicaid
MindWell does not participate with Medicare or Medicaid. This includes Medicare and Medicaid plans through AETNA, and Medicaid-managed plans. 

If you are covered by one of these insurers, either as primary or secondary coverage, a self-pay agreement must be signed prior to engaging in services with MindWell Psychology. You are responsible for the full session fees and neither you nor MindWell is able to submit claims to Medicare or Medicaid for reimbursement.

13. MINOR CLIENTS

Consents

For clients under the age of 18, consent to treat must be provided by the parent(s) or guardian(s). The parent/guardian must also provide the consent and signature for any Release of Information, and will be the responsible party for the billing of the minor’s services. 

If there are no custody or separation agreements involving the child, only one parent will sign the consents required for the child’s care.

If there are any separation agreements, custody agreements, or court orders involving the child, these must be provided to MindWell at the time of scheduling to confirm which parties must consent to treatment under MindWell’s policies for treatment of minors. All parties with custody must sign a consent to treat.

• Documentation of custody is required to be uploaded to the secure client portal or sent by fax to 607-241-9972.
  
  

• If there is any shared custody, or if parents are currently separated, both parties are required to sign the consent to treat.
  
  

• In the event of separation or shared custody, your child’s clinician will review expectations and procedures for parent-clinician communications and scheduling of parent sessions.
  
  

• If there are stepparents or other household members who do not have legal custody of the child and may be involved in care, a Release of Information form must be signed by parents/guardians in order to involve those individuals in the child’s care or communication about care.

First Appointment Requirements for Minors

Depending on your child’s age, the following individuals are required to or may attend the initial appointment. Please let the office know who will be attending the initial appointment. 

• Age 10 or younger: parent(s) ONLY. In the event that parents are not in the same location, the intake appointment may be by telehealth so that both can attend.
  
  

• Ages 11-15: parent(s) are required and the child's attendance is optional
  
  

• Ages 16-17: parent(s) and child together
  
  

Parent and Family Appointments; Collateral Appointments 

Parent and family: In addition to your child’s regular recurring appointments, parent-only or joint parent and child appointments will be scheduled periodically or on a recurring basis, depending on your child’s age, treatment plan, and other individual circumstances. Any calls or appointments of 15 minutes or more with parents are billed according to the current fee schedule.

Your child’s provider may need to schedule collateral appointments with other medical, educational, or legal professionals to coordinate care for your child.  Any collateral appointment of 15 minutes or more is billed according to the current fee schedule. 

In Person Appointment Requirements

For in person appointments for children age 14 and younger, a caregiver is required to stay in the waiting room. Depending on the circumstances, your child’s provider may request that you or a caregiver remain in the waiting room for older children when appropriate. 

Telehealth Appointments

Telehealth is generally recommended for ages 14 and up, depending on a child’s clinical needs and comfort with meeting by video. 

If your child is under 14 and engaging in telehealth, a caregiver should be available for technical support during sessions and to ensure that the child joins the appointment as scheduled.

Simple Practice Client Portal Access for Minors

Your child’s client portal and portal access will be configured as follows: 

• Age 12 and under, no custody or separation: One client portal will be created and each parent will receive separate portal user access. Only one set of consents and policies is provided, to be signed by one parent.
  
  

• Minors of any age, with parent separation, custody agreements, court orders in place: One client portal will be created and each parent will receive separate portal user access.  Each parent must sign consents and policies in order for the minor to receive services. Forms completed by one parent cannot be accessed by the other parent.
  
  

• Ages 13-17: if parent(s) and provider agree that the minor client should be able to confidentially complete measures and assessments, or secure message with their clinician, then the child may be provided with a separate, confidential, user login for their portal. 

Appointment reminders can be set to go to both parents and/or child. Please indicate your preferences. 

Confidentiality & Communication for Minors and Parents

When a clinician communicates with parents regarding their child's mental health, especially when the child is under the age of 13, several ethical and legal considerations come into play. For children under the age of 18, with caregiver consent, clinicians may, at times, discuss clinical matters outside the presence of a caregiver. Clinicians will typically emphasize the importance of maintaining a confidential and trusting relationship with the child. However, they will also explain that there are limits to confidentiality, especially if there are concerns about the child's safety or well-being. 

The clinician will discuss the importance of informed consent, both with the child (to the extent they can understand) and with the parents. This may include explaining the purpose of therapy, potential benefits, and any limitations on confidentiality. Clinicians will inform parents about the circumstances under which they may need to breach confidentiality. This usually includes situations involving child abuse, imminent harm to the child or others, or when the child poses a serious risk to themselves. 

Communication with parents is often seen as a collaborative effort to support the child's well-being. Clinicians may seek information from parents about the child's home environment, family dynamics, and any relevant contextual factors. Clinicians may involve parents in the treatment planning process, seeking their input and collaboration. This can include discussing treatment goals, strategies, and potential interventions.

Requirements for Minors Upon Turning 18

When a minor turns 18 during their care at MindWell, several steps must be completed in order to continue their services as an adult after their 18th birthday:

• Any parent/guardian client portal access is disabled on the 18th birthday.

• The client must consent to treatment as an adult; they must complete required practice documents before their first appointment after turning 18.

• If the client wishes to allow or continue communication between parent(s)/guardian(s) and their provider or MindWell administrative staff, the client must complete a Release of Information form (ROI) naming the individual(s) and the specifics of communication to which they consent.

• An ROI form is required for any communications with a 3rd party (including parents) for all client care matters, including: billing and payment, insurance, scheduling changes, verification of appointment attendance, and communication with providers.

14. COORDINATION OF CARE FOR HOUSEHOLD MEMBERS

If multiple members of a household or family are clients at MindWell, each individual’s clinician only has access to their client’s personal health information. The confidentiality of each individual’s information is protected by MindWell’s privacy practices and HIPAA requirements. 

If you and your family member/household member and your clinicians believe that there would be benefits from your respective clinicians consulting for purposes of coordination of care, you and that family/household member must each must complete a release of information form (ROI). This ROI would give your respective clinicians permission to communicate information relevant to coordination of care, within the scope of any limitations indicated by you on the form.

MindWell clinicians working with an individual client may not also see that client and a partner for couples work, either while working with the individual or upon termination of that therapeutic relationship, due to the imbalance of information and potential bias. 

MindWell clinicians may suggest or allow clients to invite a partner to an individual’s therapy session or sessions to support that client’s work, gain a new perspective, address a particular communication pattern, etc., with the understanding that the individual in therapy remains the client or identified patient, not the relationship.

15. COUPLES THERAPY

For clients who are engaging in therapy as a couple, your provider does not have preconceived notions about your relationship, including whether you should stay together or part ways. It is important to explore such questions openly, honestly, and thoroughly. Once your goals are established, your provider will work to support you in achieving them, whatever they may be. 

You are entrusting your provider to use their professional judgment as it relates to individual confidences. By engaging in couples therapy, you are agreeing that anything you communicate to your provider individually by phone, email, or any other means may be important to bring up and work on in a couple therapy session;  your provider reserves the right (but not the obligation) to do so.

Simple Practice client portal access for couples

Your couple’s client portal and portal access will be configured as follows: 

• You each have separate access to a shared portal. Any forms that you complete in your portal cannot be accessed by your partner.

16. MULTIPLE PROVIDERS

Typically, MindWell clients seeking individual therapy will not be seen concurrently by additional therapists for individual therapy, to prevent duplication of services or contraindicated treatments. (They may be seen concurrently for couples or family therapy or medication management.) 

If a client wishes to be seen by a MindWell therapist and an additional provider for individual therapy for a specific purpose that doesn’t overlap with the existing therapy (e.g., continue with supportive counseling with a longstanding provider while also seeking CBT for ADHD at MindWell), they must sign a release to allow the therapists to communicate and determine that it is clinically appropriate to be seen by both providers. If the therapists both do not reach this conclusion, the client may be seen either at MindWell or by the other provider but not both. 

17. TELETHERAPY

Teletherapy is the provision of psychotherapy and related mental health services digitally, typically via secure video conference or in some circumstances, via phone. We focus on in-person connections wherever possible at MindWell. However, teletherapy offers a highly effective option for continuity of care when in-person care is not possible or not preferred. 

If you and your clinician decide to engage in care via teletherapy, your clinician will review the below information and obtain your verbal consent to proceed at the beginning of your first teletherapy session.

• The MindWell Notice of Privacy Policies and its other policies and procedures apply with respect to teletherapy services, just as they do to in-office services.

• Teletherapy sessions are confidential under the same state and federal laws that protect the confidentiality of in-office sessions, and no one is permitted to record a teletherapy session without consent from the other party.

• There are potential risks to engaging in teletherapy, including:

• You may experience interruptions, background noise, or technical difficulties; 

• While we use secure, HIPAA compliant software for all of our video sessions, we cannot guarantee unauthorized access to your session;

• Your clinician will not be in the same location as you in the event of a crisis.

• There are also benefits to engaging in teletherapy, including:

• You will experience easier access to care and continuity of care;

• Teletherapy offers the convenience of meeting from your desired location.

Your clinician may determine that due to certain circumstances, teletherapy is no longer appropriate for your care. Should that be the case, they will provide referrals as needed.

Making sure teletherapy is effective for you
Sessions will be conducted via video whenever possible, using the secure Simple Practice telehealth platform. Phone sessions are available when internet connections are unstable or as an accommodation for client accessibility. 

It is important to be in a quiet, private room to avoid interruption during your session.

It is important to use a strong and secure (rather than public/free) WiFi/ cellular connection to avoid technical interruptions or breaches during your session.

Please refrain from eating or using other devices while in session. If you are driving at the time of your teletherapy session, or using alcohol or other substances, your provider will end the session. 

Cancelations and billing for teletherapy sessions are handled the same as in-person sessions in accordance with MindWell policies above.

You must be physically located in NYS or Vermont (or another state where your provider is licensed) for each telehealth appointment. Your provider will verify your location verbally at the start of each telehealth session.

Some insurance health plans do not reimburse teletherapy sessions. It is your responsibility to find out if your plan will cover these appointments.

18. SCOPE OF CARE

MindWell Psychology is an outpatient mental health facility. Providers typically meet with patients on a weekly basis using a time-limited multiculturally informed evidence-based treatment framework, such as cognitive behavioral therapy (CBT), dialectical behavioral therapy (DBT), Interpersonal Process Therapy (IPT), or Acceptance and Commitment Therapy (ACT). 

Patients enrolled in therapy at MindWell are expected to attend weekly appointments and complete out of session assignments to practice skills learned in session. If a patient is unable to attend appointments regularly or work on assignments outside of the therapy session, therapy at MindWell may not be appropriate. The therapist and patient should work together, in consultation with a supervisor or the Clinical Director, to determine if treatment at MindWell is productive for the patient at that time. If not, the patient can be referred elsewhere or invited to return to MindWell when they are able to engage in therapy productively. By mutual agreement, the provider and patient may arrange bi-weekly therapy appointments instead of weekly. When warranted and by mutual agreement, a provider and patient may meet twice weekly for limited periods to manage risk, work on multiple problems, or increase the rate of treatment gains. Presently, MindWell does not provide psychiatric care; there is not a prescriber on staff. 

With permission, MindWell clinicians can communicate with a patient’s medical providers or prescribers. The patient (or parent/guardian for a minor patient) must complete a Release of Information Form for their MindWell provider to communicate with these outside providers. If extensive collateral is required for effective care, therapy at MindWell may not be appropriate. 

Higher Level Of Care (HLOC)

If a patient requires more frequent therapeutic contact to maintain safety, MindWell may not be the best therapeutic fit, and a higher level of care (HLOC) may be recommended, such as an intensive outpatient program (IOP), partial hospitalization program (PHP), or inpatient hospitalization.

HLOC is required for patients at high risk for suicide. Factors that are considered in determining risk include, but are not limited to: history of suicide attempt (recency and lethality), history of psychiatric hospitalization, frequency of suicidal ideation, plan for suicide, access to means, lethality of plan, protective factors (e.g., social support, reasons for living), ability to follow safety plan, and ability to use distress tolerance skills. Clinicians assess for suicidality and consult with their supervisor or clinical director when risk is high and HLOC should be considered.

HLOC is required for patients at high risk due to substance use. Factors that are considered in determining risk include, but are not limited to: frequency of use, quantity of use, risky behaviors while under the influence, motivation to reduce use or attempt sobriety, ability to use coping skills, medical need for supervised detoxification. Clinicians assess for substance use and consult with their supervisor or clinical director when risk is high and HLOC should be considered.

HLOC is required for patients at high risk due to disordered eating. Factors that are considered in determining risk include, but are not limited to: purging frequency, ability to maintain medically recommended minimum weight, patient and provider ability to collaborate with medical provider and dietician, and any criteria recommended by the patient’s medical team. Clinicians assess for disordered eating and consult with their supervisor or clinical director when risk is high and HLOC should be considered.

HLOC is required for patients at high risk due to psychosis. Factors that are considered in determining risk include, but are not limited to: reality testing, interference with functioning, presence of hallucinations, presence of delusions, risk of harm to self or others, patient and provider ability to collaborate with prescriber to stabilize symptoms. Clinicians assess for psychosis and consult with their supervisor or clinical director when risk is high and HLOC should be considered.

Hospitalization or Emergency Department Procedure

If a MindWell client is admitted to the hospital or goes to the emergency department for psychiatric reasons, notify MindWell prior to the client’s next appointment by fax (607-241-9972), secure message, or by calling the office. In the event of a hospitalization, the hospital should communicate with MindWell and your provider in advance of discharge. If your needs are better met by HLOC, MindWell clinicians will attempt to coordinate with your care team to determine an appropriate discharge plan. If your needs cannot be met by MindWell upon discharge, we will provide you with a referral.

Transfer of Care; Referrals to Outside Providers

MindWell Psychology providers practice within the scope of their competence. Depending on the provider’s training and expertise and the client’s presenting problems or needs, the provider may refer a patient to a different therapist within or outside of MindWell. This could occur after the initial assessment, or at another time in treatment, for example, if the presenting problems or goals change. Clinicians consult with their supervisor or clinical director when concerns regarding therapeutic fit of patient and therapist arise.

Support Letters

If a patient requests a support letter (e.g., for an emotional support animal, medical procedure, etc.), the clinician will determine if they have the necessary expertise to assess the patient for the requested letter. If not, they may offer the patient a letter summarizing their diagnosis instead. Any letter will only be provided in the context of a course of therapy, not as a stand-alone service.

Psychological Assessment (Autism, ADHD, Learning Evaluations)

As a service separate from individual therapy, some providers at MindWell Psychology offer psychological testing and assessment for youth, adolescents, and young adults. Flexible and individualized test batteries are designed using norm-referenced and evidence-based assessment practices. At present, testing services are focused on the evaluation of neurodevelopmental disabilities including global delay, Autism Spectrum Disorder, Attention-Deficit/Hyperactivity Disorder, Intellectual Disability, and specific Learning Disabilities. Complex differential diagnosis with mental health conditions will also be considered. Testing for adults over 25 is not available at MindWell at this time. 

Clinicians can provide referrals for testing with other community providers for adults and those seeking assessment services outside the scope of MindWell’s offerings.

19. GENDER AFFIRMING CARE

MindWell provides gender affirming therapy to clients across all identities.  We believe that gender affirming care can be lifesaving for trans and nonbinary individuals. MindWell supports all individuals' right to explore and express their gender identity. All employees of MindWell will use the name and pronouns that clients identify.  Clinicians support clients in their exploration of their gender identity and expression. This includes facilitating discussions of gender identity, helping clients consider options for gender expression, and supporting patients’ informed decisions around gender expression, including medical intervention.  Our services are guided and informed by best practices developed by the World Professional Association for Transgender Health (WPATH). 

20. MEASUREMENT-BASED CARE: MIRAH BRIEF ASSESSMENTS

Understanding how therapy is going for you allows us to individualize your care. Measurement-based care (MBC) is the practice of completing recurring assessment measures, enabling your clinician to better tailor care to your unique needs and goals. 

You will receive weekly brief assessments to complete, by text or email, from the secure Mirah assessment program. 

In addition to client-clinician rapport and consistent attendance, decades of research show that measurement-based care makes therapy more effective. It is an essential part of our approach at MindWell, as we work to deliver the highest quality care possible.

• Your clinician may use weekly and/or periodic clinically-validated brief assessment measures, specific to your care. 

• These measures are questionnaires from Mirah that you access by email or text  

• All questions are clinically-validated and commonly used in care settings.

The information collected as part of measurement-based care will be a part of your health record and will be used by your clinician to inform your care. Your information may also be used in an anonymized and aggregated form to assess the quality and effectiveness of our services across the organization. If you have any concerns about completing the assessment measures, please discuss them with your clinician.

21. PRE-LICENSED CLINICIANS

Some MindWell clinicians are in training to obtain licensure. All pre-licensed clinicians are under the supervision of a licensed clinician at MindWell. If your clinician is a trainee, they are required to discuss all aspects of your treatment with their MindWell supervisor. 

22. CONFIDENTIALITY

The session content and all relevant materials to the client’s treatment will be held confidential unless the client requests in writing to have all or portions of such content released to a specifically named person/persons. Limitations of such client held privilege of confidentiality exist and are itemized below:

1. If a client is at imminent risk of harming themself or attempting suicide or otherwise conducts him/her self in a manner in which there is a substantial risk of the client incurring serious bodily harm.

2. If a client expresses an intent to cause grave bodily harm or death to another person.

3. If the therapist has a reasonable suspicion that a client or other named victim is the perpetrator, observer of, or actual victim of physical, emotional, or sexual abuse of children under the age of 18 years.

4. Suspicions as stated above in the case of an elderly person (65 or over) or a dependent adult who may be subjected to physical, emotional, financial, or sexual abuse, or isolation (“dependent adults” are persons ages 18 – 64 who have physical or mental limitations that restrict their ability to carry out normal activities or protect their rights).

5. Suspected neglect of the parties named in items #3 and # 4.

6. If a court of law issues a legitimate subpoena for information stated on the subpoena.

7. If a client is in therapy or being treated by us by order of a court of law, or if the information is obtained from us for the purpose of rendering an expert’s report to an attorney who represents you.

Your clinician may occasionally find it helpful to consult other professionals about a case. During a consultation, your clinician will make every effort to avoid revealing the identity of the patient. The consultant is also legally bound to keep the information confidential. If you don’t object, your clinician will not tell you about these consultations unless they feel that it is important to your work together.

If your clinician is a trainee, they are required to discuss all aspects of your treatment with their MindWell supervisor. The supervisor may also review recorded (video or audio) sessions to ensure treatment quality.

23. DIGITAL COMMUNICATION

We will use digital forms of communication with you (unless you would prefer an alternate means of communication), including text message, and email. Please know that MindWell cannot ensure the confidentiality of any form of communication through electronic media, including text messages.

Only automated appointment reminders, notifications of unplanned cancelations, office closure notifications, and reminders that do not contain personal health information (PHI) will be sent by email and text message from the Simple Practice system. 

Clinical information and PHI will only be transmitted via secure message in your HIPAA-compliant Simple Practice client portal. Secure messaging is the preferred method of digital communication whenever possible.

Our Care Coordination team will seek to return messages in a timely manner, but we cannot guarantee an immediate response. We request that you do not use these methods of communication to request assistance for emergencies. 

In the event or an emergency, or for any urgent or crisis needs, you should seek appropriate emergency services. If you or someone you know is experiencing an emergency or crisis and needs immediate help:

• Go to the nearest emergency department

• Call 1-800-273-TALK (8255)

• Call or text 988

• Text HOME to 741741

Additional crisis resources can be found at <https://www.mindwellcenter.com/crisisresources>

24. LOCATION-BASED SERVICES

If you used location-based services on your mobile phone, you may wish to be aware of the privacy issues related to using these services. MindWell is not placed as a check-in location on sites such as Foursquare, Facebook, Google, Gowalla, Loopt, etc. However, if you have GPS tracking enabled on your device, it is possible that others may conclude that you are a therapy client due to your location.

25. SOCIAL MEDIA POLICY

The use of social media and electronic communication is a convenient and often preferred way of communicating. However, privacy and confidentiality are not guaranteed in these forms of communication. Providers from MindWell do not communicate with, or contact clients through social media or networking platforms such as Twitter, Facebook, LinkedIn, Google, Instagram, Pinterest, etc. Additionally, if they discover that they have accidentally established an online relationship with you, they will cancel that relationship. This is due to the significant security risk these types of casual social contacts can create for you.

Our providers may participate on various social networks for personal and marketing purposes, but not in their professional capacity as a therapist. If you have an online presence, there is a possibility that you may encounter them by accident. If that occurs, please discuss it with your provider during your next session. We have researched this issue and concluded that social media communications with clients have a high potential to compromise the professional relationship. Please do not attempt to contact providers in this way.

If you have any questions about anything in this policy, please bring them up with your provider. As new technology develops and the Internet changes, there may be times when MindWell may need to update this policy. Clients will be notified in writing of any policy changes. The website will also be updated to reflect any changes.

"Friending"
Our providers do not accept invitations from current or former clients to participate in their online social networks, nor do they invite clients to participate in their own personal online social networks (e.g., Facebook, Twitter, Instagram). The practice of adding clients as friends or contacts on these sites can compromise your confidentiality and our respective privacy. It may also blur the boundaries of the therapeutic relationship. If you need to contact your provider between sessions, please use client portal secure messaging or call the office. If you have questions about this, please bring them up when with your provider in your next session.

Following
Mindwell may at times post articles related to wellness and psychology on our website or social media accounts. We have no expectation that you as a client will follow these posts. Comments have been disabled on our website. Our primary concern is your privacy. You are welcome to use your own discretion in choosing whether to follow MindWell posts.

MindWell providers do not follow current or former clients on blogs, X (formerly Twitter), or other social media platforms.  If there are things from your online life that you wish to share with your provider, please bring them into your session where we can view and explore them together, during the therapy hour.

Interacting
Please do not use messaging on social media or networking sites to contact your provider.  These sites are not secure, and the messages may not be read in a timely fashion. Do not use Wall postings, @replies, or other means of engaging with your provider in public online. Engaging with your provider in these ways can compromise your privacy, and may also create the possibility that the exchanges will need to be documented and archived in your client records, becoming a part of your legal, medical record.

Our providers recognize that viewing clients’ online activities without their consent, and without explicit arrangement towards a specific purpose, could potentially have a negative influence on the working relationship. If there are things from your online life that you wish to share with your provider, please bring them into your sessions where we can view and explore them together, during the therapy time.

Websites
MindWell has a professional website that you are free to access to obtain information about our practice. You are welcome to access and review the information on the website and, if you have questions about it, please discuss them with your provider during your therapy session or call the office to speak to a member of the administration team.

Use Of Search Engines
Providers will not use web searches to gather information about you without your permission. It is our belief that this violates your privacy rights; however, we understand that you might choose to gather information about your provider in this way. There is an incredible amount of information available about individuals online, much of which may actually be known to that person and some of which may be completely inaccurate or unknown. If you encounter any information about your provider through web searches, or in any other fashion for that matter, please discuss this with your provider during a session so that you can discuss its potential impact on your treatment.

Although it is not a regular practice for our providers to search for clients on Google or Facebook or other search engines, extremely rare exceptions may be made during times of crisis. If they have a reason to suspect that you are in danger or if it becomes necessary as part of ensuring your welfare. These are unusual situations and if providers ever resort to such means, they will fully document it and discuss it with you in person as early as is feasible.

Business Review Sites
You may find MindWell on sites such as Yelp, Google, Yahoo Local, Bing, or other places which list businesses. Some of these sites include forums in which users rate their providers and add reviews. Many of these sites comb search engines for business listings and automatically add listings regardless of whether the business has added itself to the site.

You have a right to express yourself on any site you wish. Please note that by posting publicly about your provider or therapy experience, you may inadvertently expose your private information. We urge you to take your own privacy as seriously as we take the commitment of confidentiality. You should also be aware that if you are using these sites to communicate indirectly with your provider about your feelings about our work, there is a good possibility that they may never see it.

The therapeutic alliance is essential to the success of therapy. The relationship is so important in therapy that there must be a good fit. Not every therapist is a good fit for every client. What works for one person in therapy may not work for another. Therapy is a subjective and unique experience.

If you have a concern about a provider or a session, the best approach would be to discuss that concern in person with the provider. Discussing reactions with the provider, whether they are positive or negative can be an important part of therapy. Even if you choose not to return to a provider, it is important to let the provider know directly why you felt it was not a good fit. By doing so, you may provide helpful information to the provider.

Sometimes clients may not feel safe or able to speak directly to their provider. They then have the option of contacting the MindWell. If there is an ethical issue or a client feels that something wrong has occurred, the best way to proceed would be to file a complaint with the provider’s professional association or the regulatory body that registers that provider. The regulatory body will investigate and take action if they deem it necessary. Please note that when filing a formal complaint, it is possible that details of therapy may be revealed in the investigation.

Protecting your confidentiality means that our providers cannot tell people that you are a client. But you are welcome to tell anyone you wish who your provider is or how you feel about the treatment provided to you, in any forum of your choosing. But, please do not rate or review your provider’s work with you on any of the above-mentioned websites while you are still in treatment. Doing so has a significant potential to damage your ability to work together, and may jeopardize your own privacy.

26. ACCOMMODATIONS AND ACCESS FOR INDIVIDUALS WITH DISABILITIES

If you have any questions about accessibility for clients with disabilities, please contact our administrative team at 607-260-3100. 

We are available to review questions about access or accommodations for the online portal, telehealth services, in person services, parking, facility access, and more. MindWell will make reasonable modifications to policies, practices, and procedures to provide effective communication and equal access to facilities and services to people with disabilities.

27. SERVICE ANIMAL POLICY

MindWell Psychology is committed to providing a supportive and inclusive workplace for all. This Support Animal Policy outlines the procedures and guidelines for guests who require the assistance of support animals due to a disability, in accordance with applicable laws.This policy applies to all guests on all MindWell Psychology premises. Information related to a disability and the need for a support animal will be treated confidentially, in accordance with MindWell Psychology's confidentiality policies.

Definition
Service animals are: Dogs; Any breed and any size of dog; Trained to perform a task directly related to a person’s disability.

Accommodation
Guests seeking to bring a service animal to the workplace may be asked:
If the dog is a service animal required because of a disability.
What work or task has the animal been trained to perform.

MindWell will not:
Request any documentation that the dog is registered, licensed, or certified as a service animal.
Require that the dog demonstrate its task or inquire about the nature of the person’s disability.

Because service animals are not required to wear vests, a dog that is wearing a vest is not necessarily a service animal. The dog still needs to be trained to perform a task for a person with a disability to be a service animal. All guests are expected to comply with this policy. Failure to adhere to the guidelines may result in the revocation of the accommodation.

Guidelines for Support Animals

1. Behavior: Support animals must be always well-behaved and under the control of the owner at all times. If a support animal displays disruptive or aggressive behavior, the owner may be asked to remove the animal from the premises.

2. Cleanliness: Guests are responsible for the cleanliness and hygiene of their support animals. Support animals should not create a disturbance or pose a threat to the health and safety of others.

3. Designated Areas: Support animals are generally allowed in the workspace and common areas. However, there may be restricted areas where support animals are not permitted for safety or health reasons.

4. Allergies and Phobias: MindWell Psychology will make reasonable efforts to accommodate guests with allergies or phobias related to animals. Owners are encouraged to communicate any concerns to the Director of Operations at MindWell.

5. Liability: Guests are solely responsible for the actions and behavior of their support animals. MindWell Psychology is not liable for any injuries or damages caused by a support animal.

MindWell Psychology reserves the right to review and modify this Support Animal Policy as needed, considering the evolving needs of the workplace and changes in applicable laws.

28. ANTI-HARASSMENT POLICY

MindWell is committed to a work and client care environment in which all individuals are treated with respect and dignity. Each individual staff member and patient has the right to work or receive mental health care in a professional atmosphere that promotes mutual respect and prohibits unlawful discriminatory practices, including intentional and unintentional harassment. 

If a patient is not able to be respectful of MindWell staff or patients, that patient will not retain the right to care at the MindWell Psychology.