48 hours to cancel

Two full business days, not counting weekends.

$155 late or missed

Follow-up visits. Initial evaluations hold the $35 deposit.

3 business days

Notice for a medication refill request.

988 or 911

In an emergency, do not wait for a callback.

These are the policies that keep appointments on time and care running smoothly. They apply to every patient, in every state we serve, whether your visit is in the Katy office or by secure video. If anything here is unclear, call or text (713) 987-7828 and we will walk you through it.

Payment

Payment is due 24 hours before your appointment. If it has not been paid by then, your appointment may be cancelled. We keep a card on file to cover the fees described in these policies, including late cancellations and missed visits.

If you are using insurance, we verify your benefits before your first visit and tell you what to expect for your copay, coinsurance or deductible. If you are paying for your own care, the self-pay rates are listed on the insurance and fees page.

Cancellations and missed visits

Please give two full business days' notice, which is 48 hours not counting weekends, to cancel or reschedule.

A follow-up visit cancelled with less notice, or missed, is charged $155. For an initial evaluation, the $35 non-refundable deposit holds your spot. If the evaluation is cancelled late or missed, the deposit is not refunded, and it stays on your account toward a future evaluation. New appointments are scheduled once any outstanding fee has been paid.

We hold this line for a simple reason: a missed appointment is an hour that another patient could have used, and late cancellations are the main reason practices run out of new patient slots.

Medication refills

Check with your pharmacy first to see whether a refill is already on file. Refill requests come through our office, not through the pharmacy, at least three business days before you run out, not counting weekends or holidays.

Same-day refills cannot be guaranteed. A follow-up appointment must be on the schedule for a refill to be processed, because refills follow ongoing care rather than replacing it.

Messages and calls

Current patients can message the care team securely through the Spruce app. Email is not secure, so please do not send health information by email.

If we miss your call, leave a detailed message and we will respond as soon as we can. After-hours non-emergency calls, and long phone consultations that would otherwise require a visit, may be billed.

Emergencies

In an emergency, call or text 988 for the Suicide and Crisis Lifeline, call 911, or go to the nearest emergency room. Do not wait for a callback from the office, and do not use the patient portal or the Spruce app to report an emergency.

Good Faith Estimate, under the No Surprises Act

You have the right to receive a Good Faith Estimate explaining how much your care will cost.

Under the law, health care providers must give patients who do not have insurance, or who are not using insurance, an estimate of the expected charges for medical services, including psychotherapy services. You have the right to receive a Good Faith Estimate for the total expected cost of any non-emergency items or services, including related costs such as medical tests, prescription drugs, equipment and hospital fees.

• Make sure your health care provider gives you a Good Faith Estimate in writing at least one business day before your medical service or item. You can also ask any health care provider for a Good Faith Estimate before you schedule an item or service.
• If you receive a bill that is at least $400 more than your Good Faith Estimate, you can dispute the bill.
• Make sure to save a copy or picture of your Good Faith Estimate.

The estimate does not include unexpected costs that arise from complications during treatment. A dispute may be raised with the provider directly, or filed with the U.S. Department of Health and Human Services within 120 days of the bill, for a $25 filing fee. The agency then determines whether the original estimate or a higher amount applies.

Estimates are provided within one to three business days, depending on how far in advance the service is scheduled. Mosaic Mental Health uses a universal waiver form for patients who decline an estimate, and we recommend you keep your copy for reference.

For questions or more information about your right to a Good Faith Estimate, visit www.cms.gov/nosurprises or call 800-985-3059.