Terms of Service

1. Acceptance of Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Patient," "you," or "your") and Elevate Mental Health and Wellness ("Practice," "we," "our," or "us"). By scheduling an appointment, attending a consultation, or using our website, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy.

2. Services Provided

Elevate Mental Health and Wellness provides psychiatric evaluation, medication management, and mental health treatment services for individuals ages 5-65. Our services include:

• Comprehensive psychiatric evaluations
• Medication management and prescribing
• Treatment for depression, anxiety, ADHD, PTSD, bipolar disorder, and other mental health conditions
• Spravato (esketamine) treatment for treatment-resistant depression
• Follow-up appointments and ongoing care

We do not provide emergency services, crisis intervention, or 24/7 on-call services. In case of a psychiatric emergency, please call 911 or go to your nearest emergency room.

3. Patient Responsibilities

As a patient, you agree to:

• Provide accurate and complete information about your medical history, current medications, and symptoms
• Attend scheduled appointments or provide at least 24 hours' notice for cancellations
• Follow treatment recommendations and take medications as prescribed
• Inform us immediately of any adverse reactions or concerns about your treatment
• Pay for services rendered according to our payment policies
• Treat our staff and providers with respect and courtesy
• Notify us of any changes to your contact information, insurance, or emergency contacts

4. Appointment Scheduling and Cancellation Policy

Scheduling: Appointments can be scheduled through our online booking system (IntakeQ), by phone, or by email. We will confirm your appointment via email or text message.

Cancellations: We require at least 24 hours' notice for appointment cancellations or rescheduling. Cancellations can be made through our patient portal, by phone, or by email.

Late Cancellations and No-Shows: Appointments cancelled with less than 24 hours' notice or missed appointments ("no-shows") may be subject to a cancellation fee of $75. This fee is not covered by insurance and is the patient's responsibility.

Late Arrivals: If you arrive more than 15 minutes late for your appointment, we may need to reschedule to accommodate other patients.

5. Payment and Billing

Insurance: We accept most major insurance plans including Blue Cross Blue Shield, UnitedHealthcare, Cigna, Aetna, Humana, Tricare, Ambetter, Medicare, and TennCare. You are responsible for verifying your coverage and understanding your benefits, including copays, deductibles, and out-of-pocket costs.

Self-Pay: If you do not have insurance or choose not to use insurance, payment is due at the time of service. We accept credit cards, debit cards, and HSA/FSA cards.

Billing: We will bill your insurance company on your behalf. You are responsible for any amounts not covered by insurance, including copays, deductibles, and non-covered services.

Outstanding Balances: Payment is expected within 30 days of receiving a statement. Accounts with balances over 90 days past due may be referred to a collection agency, and you may be discharged from our practice.

6. Confidentiality and Privacy

We are committed to protecting your privacy and maintaining the confidentiality of your health information in accordance with HIPAA and applicable state laws. Please refer to our Privacy Policy for detailed information about how we collect, use, and protect your information.

7. Informed Consent for Treatment

By receiving services from Elevate Mental Health and Wellness, you consent to:

• Psychiatric evaluation and assessment
• Medication management, including prescription of psychiatric medications
• Communication with other healthcare providers involved in your care (with your authorization)
• Electronic communication for appointment reminders and non-urgent matters

You have the right to refuse treatment at any time. Your provider will discuss the risks, benefits, and alternatives to any recommended treatment.

8. Medication Policies

Prescriptions: Medications are prescribed based on clinical judgment and evidence-based practices. We do not guarantee that specific medications will be prescribed.

Refills: Prescription refill requests should be made at least 3-5 business days in advance. Refills will only be provided to patients who are actively engaged in treatment and attending scheduled appointments.

Controlled Substances: Prescriptions for controlled substances (e.g., stimulants, benzodiazepines) require regular follow-up appointments and may be subject to additional monitoring, including urine drug screens and prescription monitoring program checks.

Lost or Stolen Medications: We generally do not replace lost or stolen medications. Early refills are not provided except in rare circumstances at the provider's discretion.

9. Communication and After-Hours Contact

Business Hours: Our office is open Monday through Friday during regular business hours. Non-urgent questions can be sent via our patient portal or by calling our office.

Response Time: We strive to respond to non-urgent messages within 1-2 business days. Urgent matters should be communicated by phone.

Emergencies: We do not provide 24/7 emergency services. In case of a psychiatric emergency, suicidal thoughts, or medical emergency, please call 911, go to your nearest emergency room, or contact the National Suicide Prevention Lifeline at 988.

10. Termination of Services

We reserve the right to terminate the provider-patient relationship under the following circumstances:

• Failure to attend scheduled appointments without notice
• Non-payment of outstanding balances
• Abusive, threatening, or disrespectful behavior toward staff or providers
• Non-compliance with treatment recommendations
• Misuse of prescribed medications or violation of medication agreements
• Providing false or misleading information

In the event of termination, we will provide you with at least 30 days' notice (except in cases of threatening behavior) and assist with finding alternative care.

11. Limitation of Liability

While we strive to provide the highest quality care, we cannot guarantee specific outcomes or results from treatment. Our liability is limited to the extent permitted by Tennessee law. We are not responsible for any damages arising from your use of our website or services, except in cases of gross negligence or willful misconduct.

12. Website Use and Intellectual Property

All content on our website, including text, graphics, logos, and images, is the property of Elevate Mental Health and Wellness and is protected by copyright and trademark laws. You may not reproduce, distribute, or modify any content without our written permission. Our website is for informational purposes only and does not constitute medical advice.

13. Minors

Services for patients under 18 years of age require parental or legal guardian consent. Parents and guardians are responsible for ensuring their child attends appointments and follows treatment recommendations. Parents have the right to access their child's health information, subject to applicable laws regarding adolescent confidentiality.

14. Changes to Terms of Service

We reserve the right to modify these Terms of Service at any time. Changes will be posted on our website with an updated "Last Updated" date. Your continued use of our services after changes are posted constitutes acceptance of the revised Terms.

15. Governing Law and Dispute Resolution

These Terms are governed by the laws of the State of Tennessee. Any disputes arising from these Terms or your use of our services shall be resolved through binding arbitration in Knox County, Tennessee, except where prohibited by law.

16. Contact Information

If you have questions about these Terms of Service, please contact us: