Information to Help You Get Started

Starting behavioral-health care can involve more than choosing an appointment time. Understanding what to expect, how your information is handled, what financial policies apply, and what rights you have as a client can help you feel more prepared and informed.

DelMar Behavioral Health & Recovery provides client information and policies to help individuals, couples, and families understand the practical aspects of receiving care. Please review the information relevant to your services and contact DelMar if you have questions.

New Client Information

Beginning services is an opportunity to discuss what brings you to DelMar, what you hope to accomplish, and whether our services are appropriate for your needs.

New clients may be asked to provide basic information necessary to coordinate services, establish an appropriate care relationship, and complete required administrative and consent documentation.

Before your first appointment, please review any information or forms provided by DelMar and complete requested documents through the appropriate secure system.

Your clinician will discuss relevant questions, treatment goals, expectations, and next steps during the initial process.

Privacy Practices

Your privacy is an important part of behavioral-health care.

DelMar is committed to handling client information responsibly and maintaining appropriate confidentiality consistent with applicable privacy requirements, professional standards, and informed-consent practices.

Information discussed during services is generally treated as confidential, subject to exceptions required or permitted by applicable law and professional ethics.

Please review DelMar’s Privacy Practices and Notice of Privacy Practices for information about how protected health information may be used, disclosed, maintained, and accessed.

Protecting Your Information

Please do not submit detailed clinical histories, sensitive health information, Social Security numbers, financial account information, or other highly sensitive information through ordinary website contact forms.

Whenever possible, protected health information should be exchanged through DelMar’s secure client portal or electronic health record (EHR) system.

Telehealth Information

Telehealth may provide a convenient way for eligible clients to receive behavioral-health services without traveling to an office.

Depending on the client, clinician, service, and jurisdiction, telehealth may be available for individual psychotherapy, couples counseling, family counseling, substance-use counseling, recovery counseling, follow-up care, and care coordination.

Before Your Telehealth Appointment

Clients should:

  • Be physically located in a jurisdiction where the treating professional is authorized to provide the service.
  • Use an appropriate private setting whenever possible.
  • Have a reliable internet connection and suitable device.
  • Follow any instructions provided by DelMar or the treating clinician.
  • Complete required consent and administrative documentation through the appropriate secure system.

Telehealth may not be appropriate for every person, service, or clinical situation. Your clinician can discuss whether telehealth is appropriate for your circumstances.

Financial Policies

Understanding the financial aspects of care can help you plan for services before treatment begins.

DelMar currently offers private-pay services and is working to expand participation with insurance plans. Insurance and payment availability may vary by state, clinician, service, carrier, health plan, and credentialing status.

Private-Pay Services

Current private-pay fees may include:

  • Individual psychotherapy — $100
  • Couples counseling — $150
  • Initial assessment — $100
  • Family counseling / other services — $100–$200
  • Sliding scale — Limited availability; eligibility applies
  • Recovery/support services — Pending

Fees and service availability should be confirmed before an appointment because policies and availability may change.

Insurance

DelMar is working to participate with insurance networks. Insurance plans should be considered accepted only after credentialing and network participation become effective.

Verification of benefits is not a guarantee of coverage or payment. Depending on the client’s plan, the client may remain responsible for deductibles, copayments, coinsurance, non-covered services, and other amounts required by the health plan.

For questions about fees, payment arrangements, or insurance, please contact DelMar before receiving services.

Cancellation Policy

Appointments are reserved specifically for clients and require preparation by the clinician and practice.

Clients should review DelMar’s current cancellation and scheduling policy before beginning services.

The policy may address:

  • Appointment cancellations
  • Rescheduling
  • Missed appointments
  • Late cancellations
  • Applicable fees
  • Communication requirements
  • Circumstances that may qualify for an exception

Please contact DelMar as early as possible if you are unable to attend a scheduled appointment.

The current cancellation policy provided by DelMar should be reviewed before services begin.

Release of Information

There may be situations in which you want or need DelMar to communicate with another person or organization involved in your care or support.

A Release of Information may allow communication with appropriate individuals or professionals when authorization is required.

Depending on the circumstances, this may include communication with:

  • Healthcare professionals
  • Behavioral-health providers
  • Family members or other designated supports
  • Schools
  • Attorneys
  • Courts
  • Probation or parole professionals
  • Community organizations
  • Other professionals involved in coordinated care

Any release of information should be completed through the appropriate process and should identify the information and parties covered by the authorization.

Please do not use a general website contact form to submit sensitive clinical information or records.

Client Rights

DelMar believes clients should participate meaningfully in decisions about their care, treatment goals, and recovery.

Clients have the right to receive information relevant to their services and to participate in treatment decisions consistent with applicable professional standards and requirements.

Client rights may include the right to:

  • Be treated with dignity and respect.
  • Participate in decisions about care.
  • Ask questions about services and treatment.
  • Receive information about applicable fees and policies.
  • Understand relevant confidentiality and privacy practices.
  • Receive services within the professional scope and authorization of the treating provider.
  • Raise concerns about services.
  • Request appropriate information about policies and procedures.
  • Seek clarification when information about care or services is unclear.

Additional rights and protections may apply under applicable laws, regulations, professional standards, and organizational policies.

Grievance Information

DelMar recognizes that clients may have questions, concerns, or complaints about their experience with services.

If you have a concern, we encourage you to communicate it through the appropriate DelMar process so that it can be reviewed and addressed.

A grievance may relate to concerns about services, communication, policies, treatment experiences, administrative matters, or other aspects of the client experience.

How to Raise a Concern

Clients may contact DelMar to request information about the appropriate grievance process.

When submitting a grievance, provide enough information for DelMar to understand the concern and identify the appropriate way to respond.

Please do not include unnecessary sensitive clinical information in ordinary website forms or unsecured communications.

Your Privacy Matters

Behavioral-health information can be highly personal. DelMar encourages clients to use secure communication and information-sharing systems whenever protected health information is involved.

Please Remember

Do not submit protected health information through ordinary website forms whenever a secure option is available.

Use the appropriate secure client portal or EHR for protected health information, clinical documents, records, and other sensitive information.

For general questions that do not involve sensitive clinical information, you may use the appropriate DelMar contact method.

Need Assistance?

If you are unsure which form, policy, or information applies to your situation, contact DelMar Behavioral Health & Recovery for guidance.

Our team can help direct you to the appropriate information and explain the next administrative step.

Client Information • Privacy • Telehealth • Financial Policies • Client Rights

Important

DelMar’s website, routine email, voicemail, and standard appointment-request system are not emergency services. If you are experiencing an immediate medical or psychiatric emergency, call 911 or go to the nearest emergency department. For suicidal thoughts or a mental-health or substance-use crisis, call or text 988.