Practice Policies and Privacy Notice

1. Purpose and Scope

This document outlines General Mental Health Services LLC policies and procedures for patient care, communication, privacy, emergencies, and termination. It supplements the Notice of Privacy Practices (PAT-001).

2. Appointments, Scheduling & Cancellations

Appointments may be scheduled through our office or the Client Portal. Sessions typically range from 30 to 60 minutes, depending on the clinical service provided, and the duration will be communicated in advance by your provider. A minimum of 24 hours' notice is required to cancel or reschedule. Missed or late-cancelled sessions may be charged a no-show fee not billable to insurance. Patients who arrive more than 15 minutes late may need to reschedule.

3. Prescription Refills and Medication Requests

Allow 2 business days for routine refill requests. Refill requests must be submitted via the pharmacy or portal message, not by voicemail. Refills are not issued after hours, on weekends, or holidays. Lost or stolen prescriptions will not be replaced.

4. Emergencies & After-Hours Care

For life-threatening or psychiatric emergencies, call 911 or 988 or go to the nearest emergency room. If hospitalization may be required, contact Citrus Health Network Assessment and Emergency Services. General Mental Health Services LLC does not provide 24-hour on-call coverage. Non-emergency messages will be returned during regular office hours.

5. Communication Policy and Client Portal

The Client Portal is the secure and preferred method for communicating about appointments, forms, and billing. Clinical information should never be sent via text message or social media. Email is for administrative purposes only (scheduling, insurance documents, receipts). Voicemail is monitored during business hours only. Responses generally occur within 1–2 business days.

Social Media and Professional Boundaries

To protect your privacy and maintain clear professional boundaries, providers and staff at General Mental Health Services LLC do not accept friend or contact requests from current or former patients on social media (e.g., Facebook, Instagram, LinkedIn, or similar platforms). Social media interactions can compromise confidentiality and blur the boundaries of the therapeutic relationship. If you have questions about how to communicate securely with your provider, please use the Client Portal or speak directly during your session.

Telehealth Communication & Consent

General Mental Health Services LLC offers the option of telehealth visits (video or phone) when clinically appropriate. All telehealth services follow HIPAA privacy and security standards. Patients must sign a separate Telehealth Consent (included in PAT-003 – Intake & Consents Packet) before receiving telehealth services. Confidentiality protections and clinical standards are equivalent to in-person sessions. If a technology failure occurs, your provider will attempt to reconnect or reschedule. Patients may withdraw consent for telehealth at any time without affecting their right to future in-person care or their insurance benefits.

6. Privacy and Confidentiality

All patient information is protected under HIPAA (45 CFR 160/164). Records are kept confidential except when disclosure is required by law (risk of harm, abuse, court order). You will receive our Notice of Privacy Practices (PAT-001) describing your privacy rights. Requests for record copies must be submitted in writing and may involve a nominal fee.

7. Services for Minors

At this time, General Mental Health Services LLC provides psychiatric evaluation and medication management services to adults only. Counseling and psychotherapy services for minors (under 18) are provided exclusively by licensed therapists under specific parental consent procedures, which are described in the Counseling Services Consent (PAT-003-C) when applicable.

8. Termination of Care

General Mental Health Services LLC or your clinician may terminate care when: the treatment plan is completed, the patient repeatedly misses or cancels appointments, non-compliance or disruptive behavior occurs, or clinical or ethical reasons require transfer. In such cases, the clinician will provide reasonable notice and referrals for continued care. Emergency coverage will remain available during the transition period. If the patient fails to schedule or attend appointments for three consecutive weeks without prior arrangements, the therapeutic relationship may be considered discontinued.

9. Financial Responsibility and Non-Payment

Patients are responsible for all charges not covered by insurance. Co-payments and deductibles are due at the time of service. Balances not paid within 30 days of billing may be subject to late fees or suspension of non-urgent services until payment arrangements are made. Repeated non-payment may result in termination of care in accordance with ADM-002 – Patient Acceptance, Rejection, and Termination Policy, after reasonable notice and referral options are provided.

10. Acknowledgement of Notification

By signing below, I acknowledge that I have received and read the Practice Policies and Privacy Notice and understand that it governs my care at General Mental Health Services LLC. I have been informed of my rights and responsibilities and know how to contact the practice for any questions.