1. Purpose and Scope

This policy defines how Spokane Psychiatry and Psychology delivers telehealth mental health services—ensuring consistent, secure, and high-quality care to clients via virtual modalities. It applies to all our health professionals, support staff, contractors, and technology platforms used for remote service delivery.

2. Service Provision

• Modalities: Video conferencing is primary. Phone or secure messaging may be used when video isn’t feasible.
• Service Types: Individual therapy, psychiatric evaluation, and medication management.

3. Provider Qualifications

• Licensure: All our providers hold an active, unencumbered health license in the state(s) where the patient is located at the time of service.
• Training: Telehealth best-practice training (including digital ethics, boundary management, and crisis intervention online) has been completed by all our providers.
• Continuing Education: All providers maintain competencies in telehealth.

4. Client Eligibility & Onboarding

• Intake Assessment: Our provider will verify suitability for telehealth (risk level, access to technology, privacy at patient’s location).
• Consent: Your provider will obtain and document informed telehealth consent covering technology risks, confidentiality limits, emergency protocols, and state licensure boundaries.
• Technology Check: Your provider will conduct a brief “tech test” to ensure clients can connect with audio, video, and have a private space.

5. Scheduling & Appointment Management

• Booking: Patients should schedule via by phone. Call (509) 455.8660.
• Session Duration: This will be determined by your provider

6. Technology Requirements & Security

• Platform Standards: We use HIPAA-compliant, end-to-end encrypted video platforms (e.g., [Platform Name]).
• Data Protection: All session data, e.g., date and time, will be stored on encrypted, access-controlled servers. No recording of the session itself will be made.
• Support: Patients are responsible for their own technical issues if they encounter connectivity issues.

7. Confidentiality & Privacy

• HIPAA Compliance: We adhere strictly to HIPAA Privacy and Security Rules; business associate agreements (BAAs) are in place.
• Client Environment: We will educate patients about securing their environment (e.g., headphones, closed doors).
• Staff Environment: Providers all use private spaces and employ antivirus/firewalls.

8. Emergency & Crisis Protocol

• Risk Assessment: Your provider will regularly assess for suicidality, self-harm, or harm to others.
• Local Resources: We require the patient’s emergency contact, physical address, and nearest emergency services before the first session.
• Intervention Steps: If imminent risk is identified:
  1. Attempt immediate de-escalation.
  2. Contact client’s local emergency services if risk persists.

9. Prescriptions & Referrals

• Prescribing: Physicians may prescribe controlled and non-controlled psychotropics per state teleprescribing laws and DEA regulations.
• Coordination of Care: Arrange referrals for in-person labs, imaging, or higher levels of care when needed.
• Follow-Up: Monitor medication adherence, side effects, and efficacy through scheduled telehealth check-ins.

10. Cancellations, No-Shows & Rescheduling

• Cancellation Policy: Clients must cancel or reschedule at least 24 hours before the session to avoid a cancellation fee.
• No-Show: A no-show (no communication 15 minutes past appointment) incurs the full session fee.
• Rescheduling: Patients should call to reschedule (509) 455-8660

11. Hours of Operation & Availability

• Standard Hours: Monday–Thursday, 8:30 AM–3:30 PM local time.
• After-Hours: Providers may be reached by calling 509.455.8660
• Holiday Coverage: Clients will be informed in advance regarding holiday schedules.

12. Billing & Payment

• Insurance: Patients need to verify telehealth coverage and provide insurance details pre-service.
• Self-Pay: Providers will discuss with patient self-pay rates and cancellation fees.
• Invoicing: Copay is expected at the time of each session; we accept payment via secure online portal.
• Refunds: If there is any overpayment, a refund will be issued as soon as possible.

13. Quality Assurance & Feedback

• Supervision: Weekly clinical supervision meetings to review telehealth cases and ethical considerations.
• Outcome Measurement: Employ standardized scales (e.g., PHQ-9, GAD-7) at intake and periodically to track progress.
• Client Surveys: Distribute satisfaction surveys quarterly; analyze and implement improvements.

14. Limitations of Service

• Jurisdictional Boundaries: We provide services only to patients physically located in states where licensed providers can practice.
• Technology Failure: No liability for failed sessions due to client-side tech issues; providers will attempt reconnection if possible.
• Scope of Practice: No forensic evaluations, court-ordered custody assessments, or involuntary commitment services via telehealth.

15. Compliance & Legal Requirements

• Regulatory Adherence: Follow federal and state telehealth statutes, HIPAA, and professional board guidelines.
• Audit Trails: We maintain detailed logs of session dates, times, provider and client IDs, consent forms, and emergency interventions for a minimum of 7 years.

16. Policy Review & Amendments

• Review Cycle: Annually or whenever significant regulatory changes occur.
• Stakeholder Input: Solicit feedback from providers, IT security, and compliance officers.
• Approval: Revisions are ratified by Clinical Director and Legal Counsel prior to implementation.

For questions or clarifications about this policy, contact your provider at 509-455-8660