2026 Office and Financial Policy (March 6, 2026)
Appointments & Communication
Henrietta Psychiatric NP Care provides appointments Monday through Saturday. To schedule, cancel, or reschedule appointments, or for general questions, please call 585-471-3407. If you reach voicemail, please leave a message. Calls are returned the same business day whenever possible. Patients may also communicate with the practice through the Charm Patient Portal for non-urgent clinical questions. The patient portal may not be used to cancel or reschedule appointments. Text messaging is not
available. Please allow 24–48 business hours for responses to portal messages. For urgent matters, patients must call the office directly. If a voicemail is left, staff will make up to two attempts to return the call. If contact is not made, it is the patient’s responsibility to contact the office again.
Medications & Prescription Refills
Prescription refill requests should be submitted through the patient’s pharmacy or via the Charm Patient Portal. Due to ongoing national shortages of stimulant medications, availability may vary by pharmacy. Patients are responsible for contacting local pharmacies to identify medication availability. Once a pharmacy with available stock is identified, the practice will send the prescription to that pharmacy upon notification. Please allow 24–48 business hours for refill requests to be processed. Refill requests are not handled on an
emergency basis.
Emergencies & Crisis Services
Henrietta Psychiatric NP Care does not provide emergency or crisis services and does not offer after-hours emergency coverage. If you are experiencing an emergency or psychiatric crisis, you should immediately contact one of the following resources:
Mobile Crisis: (585) 529-3721
URMC Crisis Hotline: (585) 275-8686
Emergency Services: 911
Patients should access emergency services as needed regardless of their status as an established patient of this practice.
Cancellations & Late Cancellations
Patients are responsible for remembering all scheduled appointment dates and times. Appointment reminders are a courtesy and do not excuse missed or late-canceled appointments. Appointments must be canceled or rescheduled by phone with at least 24 hours’ notice prior to the scheduled appointment time. Voicemails left after hours are acceptable. The time the voicemail is received will be used to determine whether adequate notice was provided. Appointments canceled with less than 24 hours’ notice are considered late cancellations and may result in a $50 fee. Exceptions for documented emergencies may be made at the discretion of the practice. Repeated late cancellations may result in termination of care following appropriate written notice and in accordance with New York State patient abandonment standards. Patients who need to cancel an in-person appointment are encouraged to request conversion to a video visit when
clinically appropriate. This change must be arranged by phone with the front desk and will not incur a cancellation fee.
No-Show Policy
A no-show occurs when a patient does not arrive in person or join a scheduled video visit within: – 15 minutes of the scheduled start time for Nurse Practitioner visits – 30 minutes of the scheduled start time for therapist visits
No-show consequences are as follows: – First no-show: Fee waived – Second no-show: $50 fee – Third no-show within a 12 month period: may result in termination of care following written notice.
If a credit card is on file, applicable fees will be charged. Patients without a card on file must resolve outstanding balances before scheduling future appointments.
New Patient Appointments
Initial appointments for new patients must be conducted in person. If a new patient appointment is canceled, rescheduling may be significantly delayed due to appointment demand.
Video Visits & Telehealth
Video visits may be available based on clinical appropriateness and regulatory requirements. Patients prescribed controlled substances are required to be seen in person at least every three months, or as otherwise required by applicable state and federal law, to continue receiving such prescriptions. Some insurance plans do not cover telehealth services. If a video visit is not covered, the patient is financially responsible for payment. Patients are encouraged to verify coverage with their insurer.
All copays for Telehealth visits will be charged the day before the appointment. If the visit does not take place, the copay will be refunded.
Medical Records, Forms & Letters
Patients may request copies of their medical records in accordance with New York Public Health Law §18. Records sent directly to another health care provider are provided at no charge. Records released for legal, disability, or third-party purposes may incur a fee of $0.25 per page, not to exceed limits allowed by New York law. Electronic records will be provided when available. Requests are typically completed within 7 business days. Records will not be withheld when disclosure is clinically necessary or required by law.
Forms and letters should generally be completed during scheduled appointments. If completion outside an appointment is requested, a fee of $10 per page may apply, at the provider’s discretion.
Insurance & Billing Responsibility
Henrietta Psychiatric NP Care is currently in network with: Excellus, Aetna, MVP, Fidelis, United Health Care, Cigna, Medicare, and Medicaid. The practice does not accept United Health Care Duo Complete, United Healthcare Community plans, United Health Care Medicare Advantage plans, or straight Medicaid plans. Authorization is granted for the practice to bill insurance carriers for services rendered. Insurance verification is not
a guarantee of payment. Patients are financially responsible for all charges not paid by insurance, including copayments, deductibles, coinsurance, and non-covered services.
Private Pay Fees (effective January 1, 2025)
New psychiatric evaluation: $300
Nurse Practitioner follow-up: $150
Therapist appointment: $100
Payment, Credit Card Authorization & Consent to Payment
Consent to payment is separate from consent to treatment, as required by New York law.
For non-emergency services, the practice may request that a valid credit card be maintained on file. Patients will be informed in advance of how the card may be used.
Authorization is granted to charge the card on file for copays, deductibles, coinsurance, late cancellation fees, no- show fees, and outstanding balances. Receipts will be provided upon request. Alternative payment arrangements may be discussed in advance.
Outstanding Balances & Account Status
Accounts with balances more than 60 days past due and without payment arrangements may be restricted from scheduling future appointments. Balances exceeding $300 or more than 60 days past due may result in cancellation of upcoming appointments. Balances more than 90 days past due may be referred to collections.
For patients who are only seen via Telehealth: Visits may be cancelled if a balance is over 30 days old and no effort has been made to pay.
Patients with high deductibles will need to pay $100 at time of service. The remainder of the balance will be charged once the insurance processes the claim.
Collections & Legal Fees
If an account becomes delinquent and is referred to a collection agency or attorney, the patient agrees to pay reasonable costs of collection, including agency fees, court costs, and attorney’s fees, to the extent permitted by New York and federal law. All collection activity will comply with applicable law.
Behavioral Expectations
Patients are expected to behave respectfully toward staff at all times. Yelling, threats, harassment, or abusive behavior may result in termination of care following appropriate notice.
Patient Responsibilities
Patients are responsible for notifying the practice of any changes to address, phone number, insurance coverage, or payment information. The patient portal is intended for brief, non-urgent communication such as prescription refill requests and short
clinical updates. Scheduling and billing questions must be handled by phone.
Non-Discrimination Statement
Henrietta Psychiatric NP Care does not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or any other status protected by law.
Governing Law & Severability
These policies are governed by the laws of the State of New York. If any provision is found unenforceable, the remaining provisions shall remain in full force and effect.