Southpointe Psychiatry & Wellness
PRACTICE POLICIES

OFFICE VISITS: Payment for services provided at Southpointe Psychiatry & Wellness is due at the time that services are rendered. Prior to the initial evaluation, please fill out a new patient packet that will be sent to you once your appointment is scheduled. We ask that you please return the completed forms at least two business days prior to your scheduled appointment. If the forms are not completed and returned prior to your appointment, we reserve the right to cancel and reschedule your appointment. We offer a hybrid/telehealth option for our follow-up visits based on the discretion of your provider.

COMMUNICATION WITH YOUR PROVIDER: Communication with your provider shall be done primarily during your scheduled visits. Phone calls and email messages will normally be returned within 48 business hours. If the message involves making a medication adjustment you must make an appointment for us to address the concern thoroughly. Your insurance may be billed for extensive phone conversations or email correspondence with your provider. For established patients, the preferred method of contacting your provider is through the patient portal or via the Spruce app. As we are an outpatient practice, we do not service walk-ins or provide crisis services. If your call is an emergency, please call 911 or 988 (crisis line) and/or go to your nearest Emergency department. Please note that email/text messages should never be used for urgent or emergency issues. When your provider is unavailable for extended periods of time, i.e., vacation, conferences, a business associate will provide coverage.

MEDICATION REFILLS: Medication refills requests may take up to 3 (three) business days to process. Our preferred method of communication for refill requests is through the patient portal. If your question is regarding medication refills, please contact your pharmacy to verify you have NO refills left. We DO NOT accept refill requests from your pharmacy. Medications will only be provided to established patients who maintain their regular scheduled appointments. Your provider may request an appointment prior to processing refill requests. For late cancellations, repeated cancellations, and no-shows, you will incur a $20.00 charge for refill requests. Medication refills will not be called in after business hours except in emergencies.

Controlled substances: We are required to check the Pennsylvania Prescription Drug Monitoring Program (PDMP) on anyone who is prescribed a controlled medication, including controlled prescriptions from other providers.

Communication of Appointment confirmations/reminders:
Our communication system will attempt to send you appointment reminders with your permission via text and/or email. It is your responsibility to make sure our office has the correct contact information on file. There could be a technical issue on our end or yours in which you do not receive your appointment reminders. We recommend you have another method of keeping track of your appointment. Failure to receive a reminder or appointment confirmation via text or email is not a reason to waive fees. You have the right to refuse to give consent to use your contact information via electronic communication. If you give consent, you have the right to revoke it, in writing, at any time in the future.

Appointment cancellation, No-Show, and Late arrival policy: Our providers’ policy requires patients to cancel any scheduled appointments at least one full business day in advance to avoid a cancellation fee. If your appointment is on a Monday or following a long weekend, the cancellation must be made on the previous business day. You are to call the office and/or leave a message or send a message via the patient portal regarding cancellations. Text or emails to the provider or office does not guarantee adequate notification of cancellations. Patients who arrive more than 10 minutes late for a 30-minute appointment and 15 minutes late for a 60-minute appointment may not be seen and will be charged a late cancellation fee. Your providers make every attempt to remain on time for appointments, however, circumstances arise that may result in an appointment delay.

Request for records from your provider for self or other entities: To request records from your provider for yourself or another provider or entity, we require you to complete an Authorization to Release Medical Records form. The cost is aprocessing fee of $15.00 and 25 cents per page to fax or copy your record and additional costs for postage and handling. We DO NOT email medical records. Processing is usually up to 7 business days.

Discharge Policy: Patients are under no obligation to continue services and can decide to terminate treatment at any time. Providers can discharge a patient from the practice for any legitimate and non-discriminatory reason. You can be discharged for reasons such as: not following medical advice; not keeping follow-up appointments; not paying your bill; are uncooperative or unpleasant to staff; or require a service that we can no longer offer. The provider will send the patient a certified letter explaining the reasons for termination, providing referrals, and provide medication and emergency care for 60 days from the date of the letter.

Confidentiality: Confidentiality is a basis of mental health treatment and is protected by law. Aside from emergency situations, information can only be released about your care with your written permission. Insurance companies require information about diagnosis, treatment, and other information as a condition of your insurance coverage. Please refer to our Notice of Privacy Practices.

Several exceptions to confidentiality do exist that require disclosure by law:

  • Danger to self

  • Danger to others

  • Grave disability or impairment

  • Suspicion of child, elder or dependent abuse

  • Certain judicial proceedings

Safety/Emergency Plan: You are required to designate an emergency contact and provide permission for your provider to communicate with this person about your care during emergencies. You and your provider will develop a plan for what to do during a mental health crisis and emergencies.

Legal: Legal matters requiring the testimony of a mental health professional can arise. This can be damaging to the relationship between a patient and their provider. We recommend that you consult with an independent forensic mental health professional for such services. We DO NOT provide services for Long Term Disability, Worker’s Compensation, Court-ordered psychiatric evaluations, Custody disputes.

By signing the Southpointe Psychiatry & Wellness Practice Policies form, your signature indicates you have carefully reviewed this document, and that you agree to abide by its terms during the professional relationship. You also understand and agree that our Policies can change at any time and are updated on our website, www.southpointepsych.com.

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