Practice Policies

Our appointment scheduling hours are from 9 am to 5 pm ET, Monday through Friday. Hours may change as needed.

Office Telephone Number: (323) 284-1778

1. Patient Telehealth Policies

I understand that my provider would like me to engage in telehealth treatment at this time.

I understand that a telehealth consultation has potential benefits, including easier access to care and the convenience of meeting from a location of my choosing.

I understand there are potential risks to this technology, including interruptions, unauthorized access, and technical difficulties. I understand that my healthcare provider or I can discontinue the telehealth consult/visit if the video conferencing connection is not adequate.

I understand that to create the best therapeutic environment, I should be in a quiet, stationary, and secure location while engaging in teletherapy services. Clients can choose to include anyone in their sessions as agreed upon by the therapist and client.

If the environment is not stationary, quiet, or secure, or not conducive to therapy, either I or the therapist has the right to discontinue the session at any time.

My provider agrees to inform me and obtain my consent if another person is present during the consultation. I agree to inform my provider if another person is present or if I wish to record the session.

I agree to work with my provider to create a safety plan, including identifying one or two emergency contacts, if needed during a crisis situation.

I understand that, consistent with HIPAA safeguards, all video sessions are encrypted to protect confidentiality. The same confidentiality protections, limits, and rules around records apply to video therapy as they would to in-person sessions.

I understand I must be in a state where the provider is licensed and authorized to provide therapy services. If I plan to travel out of state, I will notify the therapist to determine if a session can occur.

I understand I can direct questions about video therapy at any time to my provider.

This consent lasts for the duration of my relationship with my provider. I can withdraw consent at any time. My provider may terminate video therapy services if it is no longer clinically appropriate and will work with me to identify alternative care options.

2. Appointments and Cancellations

Please cancel or reschedule your appointment at least 24 hours in advance. If you are not signed in and engaged (with video and microphone on) within 10 minutes of the scheduled start time, it will be considered a “No Show.”

If you are unable to attend, please contact your therapist or customer support as soon as possible. Missed or late-canceled sessions may be subject to a $50 no-show fee, except for clients using Medicaid, who are exempt from this charge.

Standard session length is 45–60 minutes.

You may be discharged from Allswell services if any of the following occur:

Repeated failure to attend scheduled appointments.
Not following your treatment plan.
Your care needs exceed Allswell’s scope (in which case we’ll refer you elsewhere).
Inappropriate or disrespectful behavior toward staff or during sessions.
Unpaid balances for services (if applicable).

3. Client Rights

Clients have the right to be free from discrimination in care based on race, ethnicity, national origin, religion, sex, age, disability, sexual orientation, gender identity, medical history, or source of payment.

Clients will be treated with dignity and respect at all times.

Clients have a right to confidential records, subject to the law. Confidentiality is explained during intake, and our HIPAA Notice of Privacy Practices is provided.

Consent to treatment is required before services start and may be revoked in writing at any time.

Clients have the right to access their personal records by submitting a written request.

4. Client Responsibilities

I agree to conduct myself appropriately in treatment. This includes:

Not using abusive or foul language or making degrading statements.
Respecting the confidentiality of others.
Refraining from threatening behavior.
Complying with all federal and state laws and any court/probation supervision.
Attending sessions on time (excessive tardiness may result in changes to my treatment plan or termination).
If I choose to use insurance, authorizing Allswell to bill my insurance plan directly and to receive direct payment of insurance benefits for services rendered. I accept financial responsibility for any portion not covered by insurance, as well as full responsibility if I self-pay.
Providing accurate information about my physical and emotional health.
Respecting the rights of others while receiving services.
Ensuring a private, quiet, and appropriate area for teletherapy.

5. Hours of Operation, Access, & Emergency Services

Allswell’s patient line is available Monday through Friday, 9 am to 5 pm ET at (323) 284-1778. We are not a crisis service. If you need crisis or emergency support during or outside those hours, call or text 988 for free, confidential help. The Trevor Project offers 24/7 LGBTQ+ support at 1-866-488-7386 or by texting “START” to 678-678. If you're in immediate danger, please call 911 or go to your nearest emergency room.

6. Confidentiality

Client records are protected by federal and state laws. We do not disclose your participation or any identifying information unless:

You consent in writing.
A court orders it.
It’s a medical emergency.
It’s for research, audit, or evaluation purposes.
You are in danger of harming yourself or others.
Required by law (including reporting child/elder/disabled abuse).

Federal law does not protect information about crimes committed at or against the program or staff.

Suspected violations of confidentiality laws may be reported to the appropriate authorities.

For more details, refer to Allswell’s HIPAA Notice of Privacy Practices.

7. Grievance Procedures

If at any point you feel you are not being treated professionally or in your best interest, you have the right to file a grievance. This will be reviewed by Allswell’s executive team.

Complaints or concerns should be reported to Allswell’s executive team via your patient portal by selecting "File a Complaint" or by emailing us at hello@joinallswell.com. Appropriate actions will be taken, and complaints will be documented.

8. Billing & Payment Policy

For non-Medicaid clients, Allswell collects any applicable copays, coinsurance, or deductible amounts at the time of service, based on real-time insurance eligibility checks and a good-faith estimate. Before your first session, we will share your estimated cost with you.

Your stored payment method will be charged within 2–3 days of each session for the estimated amount.
When your insurer issues the Explanation of Benefits (EOB), we reconcile the estimate with the final determination:
- If you overpaid, we issue a partial refund.
- If you underpaid, we notify you before charging the remaining balance.
Insurance eligibility is re-verified weekly, and you will be notified if your financial responsibility changes.

Cash-pay clients are required to pay in full at or before each session. If a payment attempt fails, Allswell will pause scheduling and care immediately until the balance is resolved.

Insurance clients may continue care for up to three sessions if their card on file is declined, while we work with them to resolve the issue. If payment is not resolved after three consecutive sessions, care will be paused until the outstanding balance is cleared.

When you provide your payment method on file, you agree to the following:

I authorize Allswell to securely store my payment method and automatically charge for my insurance copay, coinsurance, deductible, or cash-pay fees after each session.
I will receive a receipt for all charges and may contact Allswell with any questions before or after billing.
If my insurance denies or adjusts coverage, I may be responsible for the remaining balance and will be notified accordingly.
I may be charged a $50 fee for any late cancellation (within 24 hours) or no-show.
I may update or remove my payment method at any time by contacting Allswell, but I acknowledge that having a valid card on file is required to continue receiving care.

If cost ever becomes a barrier, we encourage you to reach out — we’re here to help. While Allswell does not currently offer payment plans, we will make every effort to connect you with community resources for affordable mental health services.

Questions, concerns, or refund requests? Email billing@joinallswell.com or call (323) 284-1778.