Office Policies:
Appointments
We are open for appointments Monday through Friday. There are zoom therapy appointments available on Saturdays.
You can call 585- 471-3407 for appointment requests, questions or other needs. Please note that calls will be returned as soon as possible. You can also send messages through the Charm patient portal but cannot be used for cancelling or rescheduling appointments. We are not able to send or receive text messages.
Medications
Please contact your pharmacy or send a message through the Charm patient portal for prescription refills. Due to the ongoing stimulant shortage, you may run into times where your stimulant prescription is not in stock at the pharmacy. It is your responsibility to call other pharmacies to locate where it may be in stock. We will send it to an alternative pharmacy once you let us know where you found it.
Emergencies
If you are having an urgent crisis please contact mobile crisis at (585) 529- 3721 or 911.
Cancelling/Missed appointments:
It is your responsibility as the patients to remember your scheduled appointment times. You will be emailed and texted reminders before your appointment. If you must cancel your appointment, it must be done over the phone. If you cancel through the patient portal or through an email, you will be directed to call the front desk. Leaving a voicemail is acceptable for cancellations.
Appointments must be cancelled or rescheduled with at least 24 hours notice before scheduled appointment time, otherwise they are considered a late cancellation. The time the voicemail is received will be used to determine notice given.
Late cancellations may be subject to a $50 fee. Repeated late cancels may result in discharge from the practice. Your credit card on file will be charged for any late cancellation fee. If you do not have a credit card on file, then the fee will have to be paid before your appointment can be rescheduled. It is important to communicate the reason for your cancellation, as legitimate emergencies are an exception – however, this is determined at the discretion of the company.
If you must cancel your in-person appointment, it is heavily encouraged that instead you switch your appointment to a video-visit. This can be done without incurring a fee and is an easy switch to make. To switch your appointment type, you must also call the front desk.
If you are a new patient to the practice, your first appointment must be in person. If you must cancel your new patient appointment, there may be a significant delay to reschedule because of the demand for our services. In these circumstances, it is recommended that you continue to search for a provider as it may be several weeks before there is an opening.
If you leave us a voicemail for any reason we will make two attempts to return your call. If we are still unable to reach you it will be your responsibility to contact us again.
No shows
Henrietta Psychiatric NP Care takes no-shows very seriously. Because demand for treatment is so high, and availability of our professionals is limited, abandoning appointments has serious repercussions. A no-show is when a client doesn’t walk through the door or join the video call within 15 minutes after their scheduled time.
Your first no show will be forgiven. The second no-show may result in a $50 fee. The third no-show will result in dismissal.
If you have a credit card on file, you will be charged. If you do not have a credit card on file, you cannot be scheduled again until your fee is paid.
Insurance
We are currently in network with Excellus, Aetna, MVP, Fidelis, Cigna, Medicare and Medicaid.
Laura Baker, Estelle Webster, Erin Thurston and Barbara McCabe are in network with United Health Care.
We are currently unable to accept United Health Care Duo Complete, United Healthcare Community and straight Medicaid plans.
Costs
Payment is expected at the time of visit if you have a copay. If you have a deductible or coinsurance, you will be charged once the insurance processes the claim. If you have a balance that is over 60 days old you will not be able to have another appointment until your balance is paid. Patients are required to keep a credit card on file in the Charm patient portal. If you are unable to provide a credit card please discuss your options with us. Your credit card will be charged for any owed copays, coinsurance, deductibles, late cancel and no show fees. If you prefer an alternative method of payment please discuss your options with us.
Private pay appointment fees (as of January 1, 2025):
New psychiatric evaluation – $300
Nurse Practitioner followup appointment- $150
Therapist appointment- $100
Video appointments
Video appointments may be available to you depending on your needs. If you are taking a controlled substance, you will need to be seen in person no less than every three months in order to continue receiving your prescription.
Some insurance plans will not cover the cost of video visits. If you need a video visit and your insurance does not cover the cost then you will be responsible for payment. Please discuss this with us if you have any questions.
Record requests
We will send your records to another health care provider free of charge. If you need your records released for the purpose of a legal or disability issue the fee will be 25 cents per page.
Letters for disability, lawyers, or emotional support animals will be a $25 charge. Please allow up to a week for this to be completed.
Communication
Please call the office for appointment questions or pharmacy issues. You can utilize the patient portal if you have a question for your provider. If you have an urgent issue please call the office.
Legal/Medical Forms
Forms should be completed during appointments. If you cannot schedule an appointment, a fee of $10 per page will apply for completion of all forms.