Learn about all of our practice policies, from appointments to phone calls.

Divorced parents with joint custody must provide a copy of the custody agreement for new patients noting which parent has medical decision-making authority.

• • Appointments
  • Documents
  • Payments
  • Telemedicine
  • Medication Management
  • Phone Calls

Appointments

This policy covers all services provided at Impireum, including all specialized treatments.

1. TMS treatments are based on a 5x/weekly for seven (7) weeks for 36 treatment sessions. Missing a TMS treatment might be inevitable if the patient becomes too ill to come to treatment or the patient is out of town. Clinical trials have shown that the efficacy of TMS will not be affected as long as the latency between treatments does not exceed 14 consecutive days. If the patient misses 14 consecutive days, they will be discharged from treatment without a refund of any out-of-pocket expense.
2. If a patient needs to miss a TMS appointment, the patient must alert the treater 24 hours before their absence. The missed treatment will be scheduled as a make-up session, pushing out the end of the treatment date. If the patient does not alert the treater of the absence within 24 hours, they will be charged the daily treatment amount determined by their insurance coverage.
3. Failure to attend an appointment and/or cancel less than 48 hours (24 hours for TMS) in advance will result in a late cancellation or No-Show.
4. Three (3) missed appointments (not applicable to specialized treatments) within a year (12 months) period, the patient/client will be charged a self-pay (not insurance) fee for a missed appointment or late cancellation as follows;
   1. 1st & 2nd Psychiatry – $175.00
   2. 1st & 2nd Psychotherapy – $150.00
   3. TMS – be charged the daily treatment amount determined by their insurance coverage for every missed appointment
   4. Third missed appointment within that year (12 months) period, patients will be charged at 1 & 2 rates followed by a discharge letter from the practice
   5. 14 consecutive TMS missed appointments within the 36-session treatment cycle, patients will receive a discharge letter from the practice with no refund of out-of-pocket expense
5. Our appointment system also sends a courtesy several reminder notifications before all appointments.
6. Patients are not allowed to have double-booked appointments in a week, and if such appointments are found, both appointments will be removed from the scheduler to ensure fair access to healthcare services for all patients.
7. No-shows and cancellations with less than 48-hour notice are significant problems for our practice. Many practices overbook on purpose so that no-shows and cancellations won’t limit access to other patients and cause financial hardship for the practice.
8. No-shows become even more burdensome when the appointment is for a new patient/client appointment. This is due to the extra time for new patients/clients. It is also detrimental to other new patients/clients who could have been seen during that time.
9. We request that you maintain the scheduled time. If unable, we require you to please cancel appointments via the patient portal or notify the office 48 hours in advance to reschedule or cancel so we may better accommodate other patients/clients.
10. To ensure a smooth appointment process, for Initial appointments, it is essential to complete all required forms 48 hours before the scheduled appointment; failure to do so will result in cancellation.
11. Any psychiatry and psychotherapy cancellation [see section E] within a 24-hour window is considered late and will be treated as a missed appointment.

BACK TO TOP

Records and Forms

1. Routine school or work excuses are available upon request at the end of your appointment. Records can be pulled and uploaded to the Patient Portal upon your request.
2. Please allow 3-5 business days to complete.
3. If time permits, brief forms (“simple” – less than 5 minutes, i.e., absentee note, accommodation letter) may be completed during your allotted appointment time, and there will be no additional charge — notify the front desk at the beginning of the appointment if any of these forms are required.
4. Longer forms and letters will be done outside of appointment time, and the fee will be based on the time required to complete the request as follows:
   • • Simple (less than 5 minutes) No Charge
     • Moderate (5-15 minutes) $50.00
     • Lengthy (15-30 minutes) $100.00
     • Complex (over 30-60minutes) $200.00
     • Special Complex (over 60 minutes) $200.00/Hour
5. If records must be printed, faxed, or mailed, a fee of $25 for the first 20 pages and $0.50 for each additional page.

BACK TO TOP

Payment and Credit/Debit Card Policy 

It is the policy of  Impireum® that all co-insurance amounts will be collected at the time of service based on the negotiated rate on file with the patient’s current insurance provider. The office manager will provide an estimate of the patient’s financial responsibility prior to each visit.

It is the policy of Impireum® that payment is due at the time of service unless other financial arrangements are made in advance. We require all patients to pay their co-insurance payment at the beginning of each visit. On the day of your visits with us, you will be billed for any outstanding balances. If there is a credit, you will be provided a refund promptly.

If you are covered by health insurance with behavioral/mental health benefits, we will be happy to bill your insurance. Please provide your insurance information to the front office staff and we will verify your coverage as a courtesy. Accepting your insurance does not place all financial responsibilities onto this practice, and you will be held accountable for any unpaid balances by your plan.

As a courtesy, Impireum® verifies your benefits with your insurance company. A quote of benefits is not a guarantee of benefits or payment. However, it is the patient’s responsibility to contact their insurance provider to fully understand their individual medical insurance policy, including deductibles, copays, and coverage limitations. Impireum® will make a reasonable effort to verify benefits, but the patient is ultimately responsible for knowing and adhering to the terms of their plan.

Do not assume that you will not owe anything if you have more than one insurance policy. We highly recommend you contact your insurance carrier and check into your behavior/mental health coverage.

The patient authorizes Impireum® to charge their credit/debit card on file for the estimated co-insurance amount at the time of service. Any remaining patient balance after insurance processing will also be charged to the card on file. If there is a credit balance on the patient’s account after insurance payment, Impireum® will refund the overpayment promptly.

NOTE:  Failure to maintain a valid credit/debit card on file may result in the automatic cancellation of future appointments. Additionally, your account may be disabled, preventing you from requesting medication refills or scheduling future visits until a valid payment method is provided and your account is reactivated. We require all patients to have a current credit/debit card on file to ensure continuity of care.

BACK TO TOP

Telehealth/Telemedicine

Telehealth is the distribution of health-related services and information via electronic information and telecommunication technologies. It allows long-distance patient and clinician contact, care, advice, reminders, education, intervention, monitoring, and remote admissions. Telemedicine is sometimes used as a synonym or is used in a more limited sense to describe remote clinical services, such as diagnosis and monitoring. A telehealth appointment can be made via the Patient Portal.

Preparing for Telehealth Appointment

DO’s

• You will receive a Telemedicine GoToMeeting Provider link the day prior to your scheduled appointment. (If you do not, please contact the office immediately to have that link resent).
• Link can also be found here under your provider’s profile.
• Use the latest version of Google Chrome.
• Ensure you have a good connection, and your device is fully charged and check your audio and video.
• Patients with poor connection will be rescheduled
• Choose a well-lit, private, confidential space for Telehealth sessions.
• Ensure no one else is within hearing range.
• Prepare a list of questions and have prescriptions and supplements on hand.
• Please log in 5 min prior to appointment.
• Patient will be considered a “no-Show” 10 min past appointment and a no-show fee will be assessed.

DON’Ts

• For safety reasons, no telemedicine session will be conducted with patient/client in a moving vehicle, either as a patient or client.
• Failure to comply with the above will result in your appointment being cancelled and a No-Show fee will be added.
• No unauthorized person(s) is allowed during your session.
• No minors will be allowed to attend Telemedicine session unsupervised. A legal guardian or an adult must be online and available for all sessions.

Safety & Privacy

Telehealth visits will be terminated immediately if patient/client is in a moving vehicle either as driver or passenger and/or with an unscheduled or unauthorized participant.

BACK TO TOP

Medication Management

Medication Management Services are a spectrum of patient-centered, pharmacist-provided, collaborative services focusing on medication appropriateness, effectiveness, safety, and adherence to improve health outcomes. It is a service that is individualized for a specific patient, focusing on their needs and concerns, which also involves the patient in the care process.

Impireum’s appointment policies for medication management:

1. Medication Management Services: Impireum’s Medication Management Services are designed to provide patient-centered and collaborative care focused on medication appropriateness, effectiveness, safety, and adherence. These services aim to improve overall health outcomes by tailoring treatment to individual patient needs and involving patients in the care process.
2. Refill Requests: Impireum does not accept or process prescription refill requests via phone calls or faxes to streamline the process and ensure accurate documentation. Patients are required to submit refill requests through their designated Patient Portal.
3. Refill Timing and Appointments: Providers typically prescribe enough refills to cover patients until their next appointment. If a patient misses or cancels an appointment, a partial refill of the requested medication may be provided until the upcoming at the doctor’s discretion. It is important to note that medication changes or adjustments cannot be made without an appointment.
4. Refill Processing Time: Patients should allow at least 3 business days to process refill requests. Refill requests submitted after 3:00 pm will be reviewed the next business day.
5. Provider Discretion: Impireum reserves the right to deny refill requests if there are concerns of medication abuse or if patients are not taking their prescribed medication as directed.
6. Initial Follow-Up Appointments: After the initial appointment, the first psychiatric follow-up visit will be scheduled within the next two weeks or the soonest available appointment slot.
7. Timeframe for Refills: Refills will only be provided to patients seen by an Impireum clinician within the last three months. This policy ensures ongoing assessment and monitoring of patient’s medication needs.
8. Controlled Substances: Patients receiving controlled substances will not be provided with refills or bridge prescriptions until a healthcare provider has seen them. Parental Presence: For patients under the age of 18, it is required that parents or legal guardians be present during appointments.
9. Medication Limits: Impireum has specific limitations on certain medications. For example, benzodiazepines are typically prescribed for a maximum of six (6) weeks, and sleeping pills (Z drugs) are limited to a maximum of 20 days per month.
10. Stimulants and Sedatives: Stimulants and sedatives will not be prescribed to the same patient. Patients may receive either one stimulant or one sedative based on their treatment plan.
11. Preferred Medication Forms: Long-acting stimulants are generally preferred over instant-release stimulants. Sometimes, a combination of a long-acting dose and an instant-release dose may be prescribed.
12. Timely Refill Requests: It is highly recommended that patients do not wait until the last minute to request refills to avoid any potential gaps in the medication supply.

These policies are in place to ensure safe and effective medication management, promote responsible prescribing practices, and prioritize patient well-being. Should you have any further questions or require additional clarification, please feel free to ask.

Patient Portal Medication Refill Requests:

The Patient Portal is an online platform allowing patients to access their health information securely, communicate with healthcare providers, and manage various aspects of their care. It is a convenient and efficient way to interact with Impireum and submit refill requests for medication management. Here are some additional details about the Patient Portal and how to submit refill requests:

1. Accessing the Patient Portal: To access it, patients must create an account, typically providing their personal information and receiving login credentials. The exact process may vary depending on Impireum’s specific portal system. Patients may receive instructions on how to sign up for the portal during their initial appointment or through other communication channels.
2. Features of the Patient Portal: Once logged in, patients can access a range of features and services within the Patient Portal. These may include viewing upcoming appointments, accessing medical records, communicating securely with healthcare providers, and submitting refill requests for medication management.
3. Submitting Refill Requests: To submit a refill request through the Patient Portal, patients should navigate to the designated section or feature dedicated to refill requests. This section may be labeled as “Medication Refills” or something similar. Patients will typically find a form or template where they can enter specific details regarding their medication needs.
4. Required Information: Patients may need to provide certain information to ensure accurate processing when submitting a refill request. This can include the medication name, dosage, frequency, and specific instructions or notes related to the refill request. It’s important to fill out the form accurately and completely to facilitate the refill process.
5. Communication and Confirmation: Patients may receive confirmation or acknowledgment of their request after submitting the refill request through the Patient Portal. This can be in the form of an on-screen message, an email notification, or both. It’s advisable to retain any confirmation messages or emails for future reference.
6. Review and Processing Time: Once a refill request is submitted, healthcare providers at Impireum will review it, evaluate its appropriateness, and determine if it aligns with the patient’s treatment plan. This process typically takes at least (three) 3 business days, as mentioned previously. Patients should allow sufficient time for the refill request to be processed and filled.
7. Follow-Up Communication: Healthcare providers may need to contact patients for additional information or clarification regarding the refill request. Patients should be attentive to any communication from Impireum and promptly respond to any inquiries to expedite the refill process.

By utilizing the Patient Portal and following the designated refill request process, patients can conveniently submit their medication refill requests, ensuring efficient communication and timely fulfillment of their prescription needs.

BACK TO TOP

Scheduled Phone Calls

Please note that if you call is of an emergency, please call 911 or go to the nearest emergency room.

Our providers are not often available during the day as they are in session with patients/clients. If you need to see a provider between appointments, please send your request via our Patient Clinical Request Form or the Patient Portal with the nature of the call. Providers will respond to messages as soon as availably possible. Based on the outcome of call, you may be asked to schedule an earlier follow up appointment. Calls or extended telephone consultations during office hours that otherwise would have necessitated an office visit are charged in accordance with patient’s insurance policy rate where applicable or Impireum self-pay rate of $25.00/5 minutes with a minimum charge of $25.00.

BACK TO TOP