WS Admission & Appointment FAQ

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How much time does it take to schedule a new client appointment?

  • This depends on how much schedule availability the client provides to WS. The greater a client’s schedule availability the more options we will have available to offer you an appointment time. 
  • This also depends on how long it takes for a new client to complete his or her intake documents. The faster a new client completes all new client intake documents the faster we can offer an appointment. 

Do you accept walk-in appointments?

  • No. WS does not accept walk-in clients. All clients are scheduled and all appointments are scheduled in advance. Individuals who present to our office requesting an appointment will not be provided an appointment. Also, please do not leave notes on the door to our office or under our office door. This is not a confidential way to communicate with our staff and we do not accept appointment requests in this manner. 

I have Medicaid, MediCare, or TriCare. Do you accept these insurances?

  • No. WS does not accept Medicaid, MediCare, or TriCare. Since Medicaid, MediCare, and TriCare do not allow for out of network services then your only options are to consider paying for services at the standard fee for services or at the sliding scale fee for services. 

Can I complete the new client documents with paper and pen instead of online?

  • All WS documents are 100% paperless smart forms. No printing required. Simply click on the link and complete the form. 
  • Everyone must sign each of the three forms but the forms are set up to try and make the best use of your time and to collect the information that is relevant to you. 
  • We respect your time and make every effort to create an experience that is simple, easy, and convenient. 
  • We do NOT send our client documents in a format where they are printed, filled out, and signed with paper and pen. 

Why can’t I schedule an appointment for my spouse, friend, adult child?

  • Due to privacy and confidentiality an adult cannot request or schedule appointments for another adult. If your loved one, such as a spouse, significant other, or adult child would like an appointment then he or she MUST be the person who requests and schedules the appointment. We will not communicate with a support system member about a potential client or client as this is a potential confidentiality and privacy concern. We appreciate and embrace support system members who are positive about treatment. This rule is state and Federal law and is also consistent with our ethical rules we are required to follow as part of our licensure. This means that if you contact us stating you are seeking information for someone else then we will respectfully request that you have that individual contact us. This eliminates confusion and potential privacy concerns. If your loved one is currently in a hospital then the discharge planner may contact us (with a consent to release information) or the client may contact us during his or her phone privileges.

Can I schedule an appointment with WS prior to scheduling an appointment for my minor child? Can I keep  Can I schedule an appointment with WS during the course of my minor child’s treatment?

  • In order to avoid possible triangulation of the therapeutic relationship WS staff will not agree to have appointments with the parents of minor clients prior to beginning counseling nor will we have “secret” appointments with the parents of a minor client during the course of regular counseling. 

Can I provide information to WS regarding a client (adult or a minor) that I believe WS should know? 

  • WS cannot and will not confirm or deny that any person is a client or ever has been a client. 
  • WS cannot and will not provide any information to anyone about a client unless there  is a signed consent to release information on file. 
  • If you feel that you have information that WS should know about a WS client then you may provide this information to WS. However, WS agreeing to accept said information is not an admission that the person in question is a client. 
  • You should also know that only our clients have confidentiality with WS. This means that if you provide information to WS about a WS client then you have no confidentiality with the information you have provided and that WS will inform the client that you were the one that provided the information. WS will not keep “secrets” or conspire with others against our clients. 
  • The only way WS will receive this information the support system member would like to provide is as follows: The information must be emailed, the email must identify the sender with first and last name, and the email must contain the full first and last name of the client and the client’s date of birth. The email sender must provide his/her relationship to the client. WS will NOT accept this information in any other manner. 
  • We strongly recommend that if a member of the client’s support system would like to provide information or participate in a client’s counseling process that her or she request from the client directly that the support system member can participate. 

What should I expect for my first appointment?

  • Please arrive to our office at the time of your appointment. There are two waiting areas on the first floor of our office building. (There are pictures of the exterior and interior of our office building and both waiting areas which you can view by following this link WS Location & Directions
  • Feel free to make yourself comfortable in one of the waiting areas and your clinician will greet you and show you to our office suite. 
  • Sessions begin at the top of the hour and are 45 minutes in duration. Your credit card on file will be charged for your sessions. 
  • You should receive appointment reminders via email and text prior to your appointment. You will also receive an invitation to set up your WS Patient Portal which is helpful to view information related to your insurance or billing and to communicate with WS staff. 
  • All WS clients receive a client satisfaction survey via email after each session. We welcome feedback and seek out and encourage all of our clients to give us insight into your client experience. 

What is a standing appointment or recurring appointment?

  • A standing appointment or recurring appointment is when WS reserves a specific day and time on a weekly or every other weekly basis for you. We believe that scheduling a standing appointment weekly or every other week helps clients remember their appointments and is more convenient for scheduling. 
  • WS staff will contact you to check in and provide wellness outreaches. WS staff will also contact you to set up standing appointments or recurring appointments to establish a regular and consistent day and time. We find that clients prefer to have a structured and consistent schedule with their appointments to avoid the hassle of scheduling appointments each week or every other week. Once you confirm a standing appointment you can always change your standing appointment as needed. 

I canceled my appointment but I still received my appointment reminder, what happened?

  • WS appointment reminder system uploads four days in advance of the appointment. If you cancel your appointment and you still get an appointment reminder this is due to the appointment having uploaded to the system prior to your cancellation notice. 

How often should I expect to see my therapist?

  • New clients should expect to see their therapist once per week. Once clients begin to experience symptom reduction and are making progress towards treatment plan goals than they will have a frequency of every other week. 

If I have a standing appointment can I change my schedule or cancel appointments if I need to?

  • Yes. Everyone has scheduling changes that need to be accommodated or switched up. Just let us know and we will do our best to update your schedule based on what appointment times are available.

What happens if I miss an appointment or forget an appointment? Will you be mad?

  • Life happens to us all. No we will not be mad. At WS we understand that real life happens to real people. We have what we affectionately call our "3 Freebie Flake Out Policy". This means a client can have 3 broken appointments (no call, no show, or request to cancel or reschedule without 24 hours notice) without being charged for the missed appointment. After a client has used his or her 3 freebie flake out sessions then he or she is charged the full fee for the session. It is important to understand that insurance does not pay for missed appointments so the full fee for the session is not the copay and is the full charged amount. 

Do I need to attend every session with my minor child?

  • If you are the parent of a minor who is attending his or her first appointment then please present with your adolescent for the first session. We generally prefer to split the first appointment time in half with the parent and adolescent together for the first part of the session and then spending the second part of the session with the adolescent client. Most sessions will be the therapist and the client. The parent of the minor client will be invited in the session periodically. 
  • If you would like to contact your child’s therapist you can do so via email at [email protected] or requesting to sit in an ongoing session to address concerns together. Parents and support system are welcome to communicate with WS staff regarding the care of their loved ones. It is important to be aware that the client has confidentiality and not the parent or support system member so any information that is shared in regards to the client’s care will not be kept from the client. It is also important to be aware that all contacts from the client’s support system will be explored with transparency in the client’s care. 

Will I be able to know everything that my minor child tells his/her therapist?

  • No. Minors have confidentiality rights from their parents. Parents do not have a right to know everything that a minor says in session. 

Why are both parents required to sign the intake documents?

  • Both parents are required to sign a minor client’s intake documents because proper informed consent and consent for treatment is required by law in the State of Texas. Outpatient non-emergent mental health treatment requires legal consent for treatment for adult and minor clients. In the case of minor clients both parents are required to provide this consent.  
  • We recognize that this requirement may be an inconvenience. We are understanding that this may provide complication to the intake process; however, this is the law and as such we are required to comply. 
  • You can find this information by clicking the following link WS Services to Minors with Contested Custody and Consent . In short, we apologize for any inconvenience obtaining the consent of both parents may require. It is certainly not our intention to be intrusive to your personal relationships or family dynamics. Texas law requires that we complete a thorough attempt to obtain proper informed consent with due diligence and ensure that anyone who is providing consent for treatment of a minor for non-emergent mental health services does so. We are merely following the state law by ensuring that we are providing care to a minor that has the consent of the guardians who are permitted to give that consent. In the event there is no custody decree in place by the courts it is imperative that we have documentation to substantiate we made every effort to include both guardians in the consent process. If you feel uncomfortable with this intake requirement we understand your apprehension and will provide you with referrals to other providers. I hope this helps to explain this with the additional details you were hoping for. 

What is a minor with contested consent or contested custody?

  • A minor with contested consent is when one of the minor’s parents will not agree to sing in take documents providing consent for outpatient non-emergent mental health treatment. When one parent provides consent for treatment and another parent does not WS will not agree to accept the minor as a new client. 
  • A minor with contested custody is when the minor is the center of a custody disagreement. WS requires all minors with custody orders to provide WS with the full and complete custody decree, signed by the judge, dated, and unedited prior to WS agreeing to accept the minor as a  new client. 

Are there any exceptions to WS requiring both parents sign all intake documents?

  • No.
  • We recognize that this requirement may be an inconvenience. We are understanding that this may provide complication to the intake process; however, this is the law and as such we are required to comply. 

Are there any exceptions to WS not accepting minors with contested consent or contested custody as new clients?

  • No.
  • We recognize that this requirement may be an inconvenience. We are understanding that this may provide complication to the intake process; however, this is the law and as such we are required to comply. 

What are the limits of confidentiality? 

  • Please be advised that there are ethical and legal considerations regarding privacy, confidentiality, and privilege as it relates to one’s information disclosed in treatment and one’s expectation to maintain control over his/her information. 
  • Privacy: Involves an individual’s right to control the disclosure of personal information and to keep information to oneself. When a client gives a professional permission or consent to release information the professional only releases the minimum information necessary for the disclosure and within the parameters the client specifically allowed in the consent. 
  • Confidentiality: Refers to the professional’s ethical duty to protect private information, including all information obtained in the professional therapeutic relationship. A mental health professional has a professional, ethical, and legal duty to safeguard confidential information from unauthorized disclosure. As a general rule, confidential information is disclosed only when mandated by law or with the client’s written authorization. There are limitations and exceptions, however; which include dangerousness to self or danger to others, or the abuse, neglect, or exploitation of minors, the elderly, or individuals considered vulnerable or at risk. 
  • Privilege: A legal concept limited to the protection of confidential information from forced disclosure in court and other legal proceedings. Privilege refers to the legal obligation that protects a client against forced disclosure of confidential information in court and in other legal proceedings. Privilege also has limits in legal parameters.  
  • The provider will respect, protect, and adhere to all ethical and legal obligations with regards to protecting your privacy, confidentiality, and protected health information (PHI). The client or client’s representative and/or parent(s)/guardian(s) must be aware that no one has complete absolute confidentiality. The client may sign a consent to release information form if he/she would like to give permission to the provider to coordinate and/or share the client’s confidential information with a third party. 
  • The provider is legally and ethically obligated to report the imminent threat of harm to self or others to proper authorities. The client is advised that the provider will report threats of imminent harm to oneself or others in order to facilitate and ensure the safety of the client and/or others. In circumstances where Wellness Solutions, LLC requests the client for consent to release information to ensure safety and the client declines the consent to release information then Wellness Solutions, LLC will discharge the client from care and the client will not be permitted to readmit to Wellness Solutions, LLC at any time in the future. The provider is legally and ethically compelled to report suspected child abuse, elder abuse, and/or abuse of adults who are disabled or unable to care for themselves. The provider is legally and ethically compelled to report when clients may pose a risk to the public. The provider may be compelled to provide confidential information related to treatment and diagnosis to third party payers and insurance companies as part of the claims submission and utilization review process. The client is advised that confidential information, such as diagnosis codes, provided to third party payers and insurance companies may result in changes to his/her coverage and ability to secure insurance coverage in the future. Further, clients in the areas of employment where the pursuit of treatment may have implications on his/her employment are advised that the submission of claims to third party payers and insurance companies may be shared with his/her employer. The provider advises the client information regarding the care of the client may be released or shared with third party payers, insurance providers, and employee assistance plans (EAP). The provider advises the client information may be shared based on need and to allow access to the minimum necessary client information required for purposes of standard business practices, quality control, quality improvement, clinical quality measures, client safety, legal procedures, audits, coordination with insurance companies or third party payers, audits from governmental bodies, credit card vendors, billing purposes, and for other similar purposes. The provider is legally compelled to comply with a subpoena and other actions of the court system in specific situations and circumstances. The client is advised that a client's treatment and all documentation with regard to treatment can be subpoenaed in a court of law. The client is advised that there is no complete and total confidentiality, privacy, or privilege for anyone regardless of circumstances. There are limitations ethically and legally to confidentiality, privacy, and privilege. The provider is legally compelled to allow government agencies access to client information and records for purposes of audits, investigations, and other official purposes. The client relinquishes all rights to privacy and confidentiality in the event the client/client guardian or any agent of the client provides a threat of any type and through any type of communication to Wellness Solutions, LLC and/or staff such that Wellness Solutions, LLC will protect the Wellness Solutions, LLC staff, clients, premises, and reputation. The client is advised that any and all legal and/or ethical rights to privacy and confidentiality are void in the event of legal, ethical, regulatory, or consumer complaints, investigations, audits, hearings, or other legal actions or proceedings. The client’s privacy and confidentiality relinquishes all rights to privacy and confidentiality if the client brings complaint or action against the provider for ethics investigations, HIPAA ONC investigations, or other legal activities, such as, arbitration, mediation, depositions, discovery, or lawsuits. The client is advised that the provider shares information with the following, but not limited to, partners called business associates and has contracts with said associates called Business Associate Agreements (BAA) for normal standard business practices with whom protected health information (PHI) may be shared. Though minors due have a right to privacy, in most sets of circumstances, they do not have confidentiality with the same rights as an adult. Minor clients are advised that there are limitations to confidentiality especially with parents and/or legal guardians.
  • WS can and will breach confidentiality based on safety issues and issues of abuse. There are exceptions to confidentiality. Please make sure you understand and are aware that there are limitations to confidentiality. 
  • If you have a hypothetical situation that you would like to ask about WS staff cannot provide that type of information. The only thing we can recommend is that you read the above information and make a decision for yourself. 

What is the difference between counseling, coaching, and psychotherapy?

  • There are many interpretations and definitions to distinguish between counseling, psychotherapy, and treatment; however, contained herein is a general explanation of these terms to provide a basic understanding. Counseling includes assistance, guidance, and support resolving personal, emotional, and other difficulties or stressors. Psychotherapy is the treatment of psychological disorders or maladjustments utilizing clinical techniques. Counseling and psychotherapy are terms that are often used interchangeably though psychotherapy is best understood as based in clinical acuity including diagnosis and treatment of mental and behavioral disorders whereas counseling includes problems of everyday living that cause distress. Treatment or therapy may also be used as a synonym for counseling and psychotherapy. Counseling, psychotherapy, and treatment focus on problems or symptoms that rise to a level of severity that impair one’s ability to function at their optimal levels. The goal of counseling, psychotherapy, and treatment is to reduce, extinguish, or resolve symptoms and problems so the individual may recover and return to his/her previous optimal level of functioning.
  • Counseling, psychotherapy, and treatment achieve this through clinically appropriate evidence-based and empirically supported and validated interventions. Counseling and psychotherapy are provided by licensed mental health professionals who receive extensive education, training, supervision, and experience to develop and refine clinical and professional expertise. Counseling and psychotherapy education and licensure requires a bachelor's degree and a masters degree, PhD, or psyd in clinical psychology, clinical social work, or counseling. Counseling and psychotherapy education and licensure requires ongoing training and consultation throughout one’s career. Counseling and psychotherapy licensure and treatment provide professional protections to clients, such as, privacy, confidentiality, and privileged communication. Licensed professional counselors follow professional, ethical standards, codes, and guidelines which are standardized and protected by law. In most circumstances counseling and psychotherapy are covered benefits for managed care insurance policies. Coaching is a process to empower individuals to develop strategies for achieving one’s personal best. Coaching assists individuals identify and augment strengths. Coaching focuses on holistic health and wellness. Wellness is a state of optimal performance and is not merely the absence of disease. Coaching assists individuals with identifying and exploring strengths, goals, and future oriented plans. Coaching does not include the assessment, diagnosis, intervention, or treatment of mental, behavioral, or psychological disorders. Though many counselors and psychotherapists do utilize coaching as a change facilitation strategy to assist their clients coaching is not a treatment and does not have requirements for education, training, supervision, or licensure. Coaching does not provide a client legal or ethical protections for privacy, confidentiality, and privileged communication. Further, coaching is not a covered benefit for managed care insurance policies. 

Why Don't You Have The Pictures Of WS Staff On Your Website?

  • The therapeutic relationship is a professional relationship. WS provides the information needed to make an informed decision about the services a client would like to receive and the professional credentials and treatment philosophy of each staff member. Making an informed choice regarding the treatment a client receives should be based on the education, training, experience, and expertise of the clinician and this information is available on our website. One should chose their provider based on pertinent and relevant objective information directly related to the treatment and service he or she would like to receive. WS does not disclose personal information about staff members. 

How do I communicate with WS?

We communicate with our clients in the following ways: 

  • Main Number - 713-893-3989
  • Scheduling & Billing - 713-893-3989
  • Admin Email - [email protected]
  • Billing Email - [email protected]
  • Clinical Email - [email protected]
  • Patient Portal - WS Kareo Patient Portal Clients can access information regarding their appointments, account, and update insurance and demographics in the patient portal.
  • We are also available via direct messaging through the patient portal.

  • Please remember that WS will only communicate with established current clients via text. WS will not communicate with non-clients or discharged clients via text due to privacy concerns. 
  • Please keep in mind that WS is closed for all major holidays, weather related events, and administrative and training days. Please do NOT “robo-call” or “blast” our staff with calls, emails, texts, or other communications. We will not respond faster to multiple requests. Clients who abuse the availability of WS staff in our communications will receive limited accessibility in communication channels or will be requested to find another provider. 
  • WS provides outpatient mental health services. The outpatient level of care is a non-emergent service. If your situation requires immediate attention and cannot wait then you may need treatment at a higher level of care than WS provides and you should consider a facility based treatment. 
  • If you are in a situation that rises to the level of urgency and need that requires an immediate appointment and cannot wait please 3-5 business days for a response then please review our website WS Emergency Information and WS Emergency Resources or call 911, or go to the nearest emergency room. 

What are the WS COVID-19 Protocols? How Do Telehealth Services Work?

WS client sessions are telehealth only as of 3/13/2020.  ALL client sessions are telehealth for all WS client sessions at this time. Telehealth sessions are via online meetings that are HIPAA compliant, secure, and confidential. Telehealth sessions in limited circumstances are also telephonic. 
We will provide additional information and updates based on how the situation develops. 
Insurance carriers are covering telehealth sessions and WS is credentialed as an in network provider for telehealth sessions with private insurance.  The cost of telehealth sessions is NO different than standard session fees for insurance or sliding scale. 
WS is able to submit telehealth claims to insurance. 
The entire WS new client intake process can be completed online seamlessly utilizing the online intake documents and appointment request forms found on our website. 
For telehealth sessions a client will receive an email with a link just prior to each appointment. The client clicks on the link in the email and then enters the meeting. There is no software to download. There is no user profile set up. In the event there are technological difficulties WS has two back up options for appointments and if necessary we can also provide sessions via telephone if the online meeting modalities are having problems. 
We will obtain your credit card on file during the first client session for the patient responsibility of telehealth sessions. 
Please be aware that WS appointment reminder system does provide the WS office address even though we are providing services through telehealth. 
For detailed information regarding WS telehealth sessions including specific instructions regarding the telehealth appointment process please click on the following link:  ws-covid-19-telehealth-information-instructions.pdf

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