📌 Policies & FAQs
Bluegrass Behavioral Health & Consulting Services

📌 1. Appointments & Scheduling

How do I schedule an appointment?

• You can schedule an appointment by calling us at 859-432-3055 or using our online scheduling system.

• New patients must complete intake paperwork before their first appointment.

What happens if I arrive late?

• If you are more than 6 minutes late, we may need to reschedule your appointment.

• Repeated late arrivals may result in a late fee or discontinuation of services.

What is your cancellation/no-show policy?

• Cancellations must be made at least 24 hours in advance to avoid a $50 no-show fee.

• No-show fees must be paid before scheduling another appointment.

📌 Note: We understand emergencies happen. Please call as soon as possible if you need to reschedule.

📌 2. Payment & Insurance

What payment methods do you accept?

• We accept credit/debit cards, HSA/FSA, and cash.

• Payment is due at the time of service, unless prior arrangements have been made.

• There is a $30 fee for any returned check.

• FMLA paperwork $25 fee

• We do NOT offer court testimony or disability determinations.

• All other services/requests are prorated at $150/hour for any LPCA, LPCC, LCSW, LSW, LADC and $300 an hour for APRNs.

Do you accept insurance?

• We accept most major insuraces including Passport, United Healthcare, Atena, Humana, Anthem and Wellcare (*Waiting lists may apply*)

• Patients are responsible for verifying their insurance coverage, copays, and deductibles before the appointment.

What if I miss a payment?

• A late fee of $50 may apply for missed payments.

• Appointments may not be rescheduled if payments are not made.

• If an account is past due, services may be paused until payment is received.

Do you offer refunds?

• Refunds are only provided for overpayments or billing errors. Refunds are not available after services have been rendered.

📌 3. Confidentiality & Privacy (HIPAA Compliance)

Is my information confidential?

Yes! Your privacy is protected under HIPAA (Health Insurance Portability and Accountability Act).

📌 However, confidentiality may be broken under the following circumstances:
✔ If you are at risk of harming yourself or others.
✔ If there is suspected child, elder, or vulnerable adult abuse.
✔ If we receive a court order requiring disclosure.

Can I communicate with my provider via email or text?

• Email and text messages are not always secure or monitored and should only be used for non-sensitive communication.

• For urgent matters, please call our office directly at 859-432-3055.

How can I request my medical records?

• You must complete a Medical Records Release Form.

• Requests take up to 30 business days to process.

• A small fee may apply for record copies (1st copy free).

📌 Full Privacy Policy: www.bluegrassbh.com/

📌 4. Prescription & Medication Policies

How do I request a medication refill?

• Refill requests should be submitted at least 5 business days before you run out of medication. However, we strive to send enough medications to last until your next visit when possible to reduce the frequenct of refill requests via phone/pharmacy, so please ensure you keep your follow up appointments as they are required for refills.

• We do not process refill requests after hours or on weekends.

What are the policies for controlled substances?

• Controlled substances require a follow up visits. This can vary from weekly to once every 1-3 months depending on the medication but it is important to note, that refills for controlled medication will not be sent without a recent follow up appointment.

• Lost or stolen prescriptions will not be replaced.

• We do not prescribe or refill controlled medications for new patients during their first visit.

What if my pharmacy has an issue with my prescription?

• If your pharmacy has trouble processing a prescription, call us at 859-432-3055.

• Please note some medications require a Prior Authorization (PA), this can take up
  

📌 5. Telehealth Services

Do you offer telehealth appointments?

Yes! Telehealth is available for:
✔ Follow-up appointments
✔ Medication management
✔ Therapy sessions
✔ Targeted Case Management visit(s)

What do I need for a telehealth appointment?

• A stable internet connection

• A private space for confidentiality

• A webcam and microphone

Can I cancel a telehealth appointment?

• The same cancellation/no-show policy applies to telehealth sessions.

📌 Telehealth is not appropriate for emergencies—call 911 or go to the nearest ER if you need immediate assistance.

📌 6. Emergencies & Crisis Situations

What should I do in a crisis?

• We are NOT an emergency service.

• If you are experiencing a crisis, call:

  • 911 for medical emergencies

  • 988 for the Suicide & Crisis Lifeline

What if I need urgent mental health support after hours?

• After-hours calls will be returned on the next business day.

• If you need immediate mental health support, contact a local crisis center or call 988.

📌 7. Patient Rights & Responsibilities

What are my rights as a patient?

✔ To receive respectful, professional, and confidential care
✔ To be informed about your treatment options
✔ To access your medical records

What are my responsibilities as a patient?

✔ Follow the behavioral aggrement as signed during your intake paperwork.
✔ Be honest about your symptoms, medical history, and medications
✔ Follow treatment recommendations and take medications as prescribed
✔ Respect staff and other patients
✔ Notify us of any insurance or contact information changes

Can my services be terminated?

Yes, we reserve the right to discontinue services if:
❌ A patient engages in rude, argumentative, abusive, threatening, or violent behavior
❌ A patient repeatedly misses or cancels appointments without notice
❌ A patient fails to comply with treatment recommendations

📌 8. Communication & Contact Policies

What are your office hours?

• Monday – Thursday: [9:00 AM – 5:00 PM]

• Closed on weekends and holidays unless prior arrangements have been made.

How can I contact you?

📞 Phone: 859-432-3055
📧 Email: admin@bluegrassbh.com (Mailbox is NOT monitored so do not leave emergent messages)
🌐 Website: www.bluegrassbh.com

How quickly will I get a response?

• Non-urgent messages will be returned within 72 business hours.

• Prescription refill requests take up to 5 business days.

Do you communicate via social media or text?

• We do not communicate with patients via social media.

• SMS messages are only used for appointment reminders, refill requests and other administrative purposes.

📌 Text STOP to opt out of SMS messages from Bluegrass Behavioral Health & Consulting Services (Remenber you will no longer receive reminders or other important treatment infomation.

📌 9. SMS Consent & Privacy Policy

Bluegrass Behavioral Health & Consulting Services SMS Messaging Policy

Opt-In Consent for SMS Communications

By providing your phone number and opting in, you agree to receive SMS messages from Bluegrass Behavioral Health & Consulting Services regarding:
✔ Appointment reminders
✔ Health-related updates and care instructions
✔ Medication refill notifications
✔ Billing notifications and account updates
✔ Support and wellness check-ins

📌 Message Frequency: Message frequency varies based on your care needs.
📌 Message and Data Rates: Standard message and data rates may apply as per your mobile carrier plan.
📌 Opt-Out Instructions: You may opt out at any time by texting STOP to our number. No further messages will be sent.
📌 Help & Support: If you need assistance, reply HELP, call 859-432-3055, or visit our website at www.bluegrassbh.com.

📌10. Consent & Acknowledgment

By using the services of Bluegrass Behavioral Health & Consulting Services, you acknowledge that you have read and agree to these policies.

📌 If you have any questions, please contact our office at 859-432-3055.