Practice policies
Effective September 2026. These policies are reviewed with every new patient during intake.
Cancellations and missed appointments
Your appointment time is reserved for you. Please give at least 24 hours notice to cancel or reschedule. For self-pay patients and patients with commercial insurance, Medicare, or TRICARE, appointments cancelled with less than 24 hours notice, or missed without notice, are charged a $75 fee to the card on file. Joining a video visit more than 10 minutes late may be treated as a missed appointment. Insurance does not cover these fees, and the same policy applies to every patient regardless of coverage, except where a program prohibits it: AHCCCS members and Veterans seen through VA Community Care are not charged missed appointment fees. We understand emergencies happen; call or text us and we will work with you.
Where you need to be during visits
Telehealth rules require that you are physically located in Arizona at the time of every visit. Please tell your provider your location at the start of each appointment and be in a private, safe place with a reliable connection. If you will be out of state, let us know before scheduling.
Controlled medications
Stimulants and other controlled medications are prescribed only when clinically appropriate after a complete evaluation, and generally not at a first visit. We prescribe one controlled medication at a time, check the Arizona Controlled Substances Prescription Monitoring Program before every controlled prescription, and may require periodic lab work or an in-person evaluation as a condition of continued prescribing. Early refills are not provided, and lost or stolen prescriptions cannot be replaced. Federal rules for prescribing controlled medications by telehealth change from time to time; your provider will explain what applies to you.
Refills
Refills are handled at your follow-up visits, which is the safest way to make sure your medication is still working for you. If you need a refill between visits, request it through your pharmacy or by contacting us at least 72 hours before you run out; there is no charge for refill requests. If you have gone more than three months without a visit, a follow-up appointment is required before further refills.
Children and teens
A parent or legal guardian must consent to treatment for any patient under 18 and joins the visit. With your written permission, we coordinate with pediatricians, therapists, and schools.
Communication and text messages
We may contact you by phone, text, or email about scheduling, reminders, and your care. Text messages are for appointment and logistics questions only; please do not text about urgent symptoms. You can opt out of texts at any time by replying STOP. Message and data rates may apply.
Medical records
You may request a copy of your records at any time. Requests to release records to another person or provider require a signed release of information. Records are typically provided within 10 business days. Copies for your own use are free; a reasonable fee may apply for extensive third-party requests as allowed by Arizona law.
Payment
Copays, coinsurance, deductibles, and self-pay fees are due at the time of service and a card is kept on file. Self-pay rates are $220 for a psychiatric evaluation and $120 for a follow-up visit. If you are uninsured or not using insurance, you are entitled to a Good Faith Estimate of expected charges before your visit.
Emergencies
Better Place Now is not an emergency service and messages are not monitored around the clock. If you are in crisis, call or text 988, call 911, or go to the nearest emergency room. Arizona's 24/7 crisis line is 1-844-534-4673.