Office Policies and Procedures

Stable Behavioral Wellness and Educational Center

1. Confidentiality & Reporting

Stable Behavioral Wellness Center clinicians respect your right to privacy and confidentiality. All communications are confidential, and generally no information will be released without your written consent. However, confidentiality is not absolute. Exceptions include:

Mandatory Reporting: Clinicians are legally mandated reporters of suspected child abuse, neglect, or dependent adult/elder abuse.
Danger to Self or Others: If you present a serious risk of harm to yourself or others, clinicians are required by law to intervene and report.
Legal Proceedings: Clinical records may be subpoenaed in legal cases, though records are typically protected by patient-therapist privilege.
Coordination of Care: With your written consent, we may share relevant information with physicians, schools, or other professionals to support your treatment.

Your confidentiality and safety are our utmost priority.

2. Financial Policies

Cancellations: Appointments must be canceled with at least 24 business hours notice (Monday–Friday) to avoid charges. For example, a Monday 4:00 pm appointment must be canceled by the previous Friday at 4:00 pm.
Late Cancellations & No-Shows: Sessions canceled with less than 24 business hours notice or unattended without notice will be billed at the full session rate.
Emergencies: We understand emergencies arise; please contact our office as soon as possible in such situations. Exceptions will be considered on a case-by-case basis.
Payments: Payment is due at the time of service unless prior arrangements are made in writing. Credit card(s) on file will be billed for outstanding balances, missed session fees, or co-pays.
Outstanding Balances: Accounts are past due if not paid within 90 days. Accounts significantly overdue may be referred to collections, which may affect your credit.

3. Insurance & Billing

We accept a variety of insurance plans; however, it is your responsibility to verify coverage, co-pays, deductibles, and session limits.
Insurance authorization does not guarantee payment. Any portion not covered by insurance (deductibles, co-insurance, or non-covered services) is your responsibility.
CPT codes commonly used for ABA include 97151, 97153, 97155, and 97156.
You will receive monthly billing statements for transparency.

4. Medical Records & Documentation

Recordkeeping: Clinicians are required by law and professional standards to maintain accurate, timely treatment records.
Access: You may request to review your record in writing. If direct review is clinically inappropriate, a summary will be provided or records may be shared with another licensed professional at your request.
Release of Records: Records will only be released with your written consent, or as required by law (e.g., court order, subpoena).
Storage: Records are stored securely in HIPAA-compliant systems for the duration required by state and federal law.

5. Communication Policy

Non-Emergency: You may contact our office during business hours for scheduling, billing, or routine clinical questions. Please allow up to 48 hours for a response.
Electronic Communication: Email and text messages are not considered secure forms of communication. For your privacy, clinical discussions should occur via phone, HIPAA-secure portals, or in person.
Emergencies: If you are experiencing a psychiatric emergency (e.g., imminent harm to self/others), call 911 or go to your nearest emergency room. Our clinicians may be reached via the urgent number provided in your voicemail instructions for non-life-threatening urgent concerns.

6. Safety & Emergency Procedures

In-Center Safety: Our office maintains protocols for fire evacuation, severe weather, and intruder scenarios. Procedures are reviewed annually with staff.
Crisis Intervention: If a behavioral crisis occurs during therapy, staff are trained in safe de-escalation techniques. Physical intervention is only used as a last resort to protect safety, and all incidents are documented and reviewed.
Infection Control: Staff follow CDC hygiene protocols. Clients or staff exhibiting contagious symptoms may be asked to reschedule sessions.

7. Client & Family Rights

The right to be treated with dignity, respect, and cultural sensitivity.
The right to participate actively in treatment planning and decision-making.
The right to request information about your clinician’s credentials.
The right to refuse services or request a transfer of care.
The right to file a complaint or grievance without retaliation.

8. Attendance & Participation

Regular attendance is essential for progress. Excessive cancellations or no-shows may result in a review of services.
Parent/caregiver participation in sessions and training is expected as part of best-practice ABA.

9. Technology & Telehealth

Stable Behavioral Wellness may provide telehealth services when clinically appropriate and permitted by insurance.
Telehealth requires a secure internet connection and private environment.
Clients must consent to telehealth services in writing before beginning.

10. Grievance Procedure

Concerns regarding services, billing, or staff conduct should first be discussed with your clinician or supervisor.
If not resolved, you may submit a written complaint to the Clinical Director.
Complaints will be reviewed and addressed within 10 business days.