Our Policies

Stay informed and up-to-date on scheduling, initial appointments, payment methods, insurance, confidentiality, and other policies at ResWell.

Scheduling an Appointment

In order to schedule an initial appointment, please call 626.778.0060 or email new@reswellhealth.com. We strive to be accessible and return all calls and emails as quickly as possible.

The Initial Appointment

Please be on time for your initial appointment. Our staff will greet you at the front desk. In addition, our office suite uses a call light system. In order to let your provider know that you have arrived, please push the call light next to your provider’s nameplate. Your provider will then greet you in the lobby at your appointment time.

Although the initial session is generally sufficient to complete the evaluation, it is sometimes necessary for an evaluation to take part over the first two to three sessions. This is determined on an individual basis and discussed during this initial session. It is important that our specialists complete the evaluation prior to beginning treatment. This helps to ensure safe practices and allows for the collection of supplemental information (i.e., contacting previous mental health providers or collateral sources, obtaining labs, etc.) when necessary. If you have past medical or mental health records, including copies of previous laboratory results or other test results, please bring them to the first visit. It is also important to have contact information for your previous mental health providers and other physicians so that we can obtain collateral information if needed.

Cancellation and No-Show Policies

Should you need to cancel an appointment, please do so at least 48 business hours (or 2 business days) in advance. Business hours are considered weekdays and exclude holidays. Both telephone calls and text messages are acceptable ways to alert your clinician of a cancellation. Cancellations made less than 48 business hours ahead of time and no-shows are charged the full session fee.

Professional Fees

Please call our office at 626.778.0060 to obtain updated fees.

Methods of Payment

ResWell accepts checks, debit, and all major credit cards for all professional services. Full payment will be required one day before all of your visits in order to secure your session.

Insurance Reimbursement

Our specialists are considered “out of network” providers for most PPO plans and do not participate in any insurance panels. Full payment of clinical services is required at every visit. If you have a health benefits policy that provides mental health coverage, you may be entitled to insurance reimbursement for any provided professional services. You can discuss this with your insurance company by contacting them directly. Our staff will provide you with an invoice (often referred to as a ‘Super Bill’) that you can submit directly to your insurance company for possible reimbursement.

Medication Policy

When medications are used, prescriptions are generally written to last until the next scheduled appointment (this includes stimulant medications). Thus, over-the-phone refills will not be filled outside of office hours. This policy is important in order to minimize medication errors and maximize patient safety. If an appointment must be rescheduled or canceled, we will make every effort to reschedule it in a timely manner and also provide enough medications to last until that next appointment. For any routine refills, please contact the office during our office hours at least 7 days prior to running out of your medication. We ask that you submit your requests to your provider directly and do not submit medication requests to your pharmacy. All medication refills will be filled during office hours only.

Mental Health Records

Treatment records are kept in accordance with legal and professional standards. ResWell currently uses a HIPAA-compliant medical record system. We will always keep your records private. However, as with all electronic systems, there are factors that are sometimes outside of our control. We will always strive to ensure your information is kept confidential and compliant with HIPAA regulations.


Confidentiality is a cornerstone of appropriate mental healthcare, and it is also protected by the law. Thus, we generally can only release information about our work with written permission. Several exceptions do exist. For example, insurance companies generally require some basic information if you choose to seek reimbursement. Electronic Health Records are also third parties that are subject to similar confidentiality standards.

Additionally, there are several instances in which mental health professionals are required by law to report or take action: (a) Making provisions for your safety if there is a threat of imminent harm to yourself, (b) Taking protective actions (including notifying potential victims or police) if there is a threat of serious bodily harm to others, (c) Reporting potential child, elder, or dependent abuse, (d) Legal testimony if subpoenaed/ordered by a court, and (e) Assisting in accessing services if a patient is unable to meet their basic needs (including food, clothing, and/or shelter) due to a mental illness. Please note that these exceptions are rare, and it is our goal to always maintain strict confidentiality.

Email Policy

ResWell uses a secure encrypted email service for all clinical information. Email is used for non-urgent communication. Please call us for urgent matters.

Good Faith Estimate

You have the right to receive a “Good Faith Estimate” explaining how much your medical care will cost. Under the law, healthcare providers need to give patients who don’t have insurance or who are not using insurance an estimate of the bill for medical items and services.

  • You have the right to receive a Good Faith Estimate for the total expected cost of any non-emergency items or services. This includes related costs like medical tests, prescription drugs, equipment, and hospital fees.
  • Make sure your healthcare provider gives you a Good Faith Estimate in writing at least 1 business day before your medical service or item. You can also ask your healthcare provider, and any other provider you choose, for a Good Faith Estimate before you schedule an item or service.
  • If you receive a bill that is at least $400 more than your Good Faith Estimate, you can dispute the bill.
  • Make sure to save a copy or picture of your Good Faith Estimate.

For questions or more information about your right to a Good Faith Estimate, visit www.cms.gov/nosurprises/consumers, email FederalPPDRQuestions@cms.hhs.gov, or call 1.800.985.3059. To request a “Good Faith Estimate” from ResWell, please call 626.778.0060 or email info@reswellhealth.com.

Meet Our Team

Restoring Compassion. Building Resilience. Creating Community.