You have a right to have your complaints heard and resolved in a timely manner. If we
cannot work things out to your satisfaction, you may file a complaint with our licensing
board:

Texas Behavioral Health Executive Council
1801 Congress Avenue, Suite 7.300
Austin, TX 78701
Telephone: 1-800-821-3205
Link to Complaint Form: http://www.bhec.texas.gov/wp-content/uploads/2020/07/BHEC-Complaint-Form.pdf.

If you have a complaint concerning the HIPAA Privacy Regulations, you may contact the U. S. Department of Health and Human Services, Office for Civil Rights, at: OCRMail@hhs.gov.

If you believe that you have a Consumer Complaint regarding the privacy and security of your health information, you may contact the Texas Office of the Attorney General and file a consumer complaint by clicking this link:
https://www.texasattorneygeneral.gov/consumer-protection/health-care/patient-privacy

REQUEST FOR RECORDS

Texas law requires that requests for mental health records be made in writing.

To obtain your records, or your child’s records, please follow the steps below:

Submit a written request

Choose ONE of the following:

• Via Email
  • Email your written request and completed Authorization form to: hello@hopeforthejourney.org
  • Subject line: “REQUEST FOR RECORDS”
• Via Traditional Mail
  • Address to: Hope For The Journey
  • Attn: Client Care Coordinator
  • 4131 Spicewood Springs Rd. Ste. L-1 Austin, TX 78759

Additional requirements (if applicable):

• Litigation-related records If records are requested for use in litigation, please include:
  • Cause number
  • Case title
  • Court where the case is pending
• Business Records Affidavit
  • If you require a Business Records Affidavit, indicate this in your request
  • Fee: $15
  • Affidavits will not be provided until payment is received
• Records fee
  • Fee for providing records: $25 for electronic records
  • Accepted payment methods: credit cards, or cash.
  • Texas law does not require records to be released until fees are paid
• Couples, family, or third-party records If you are requesting:
  • Couples counseling records
  • Family counseling records
  • Records for anyone other than yourself or your child
  State and federal law require either:
  • A valid Court Order, or
  • An Authorization signed by the individual (or parent/legal guardian)
  Relevant law: 45 C.F.R. §164.512(e); Texas Health & Safety Code §§611.004, 611.0045, 611.008

Instructions for Attorneys and Document Companies

A subpoena alone is not sufficient to compel disclosure of confidential counseling or billing records, or other Protected Health Information (PHI), under HIPAA (45 C.F.R. Chapter 164).

For mental health or medical records requested or subpoenaed in litigation (including testimony), HIPAA permits disclosure only under the following circumstances:

1. In response to a valid court or administrative tribunal order, or
2. When the individual (or parent/legal guardian):
   • Is a party to the proceeding
   • Has notice that the PHI has been requested
   • Does not object to the disclosure
   An Authorization from the individual or parent satisfies this requirement.

Relevant law: 45 C.F.R. §164.512(e)

Important Note

If the client or parent has indicated that they do not consent to release of records:

• A “Statement of Assurance” will not be accepted
• A valid Authorization or Court Order will be required

Maybe.

If you have Out-Of-Network benefits, we can provide a Superbill, or a special receipt for your services that you submit to your insurance company for reimbursement of session fees according to your benefits. 

At this point, we are not credentialed with any insurance companies. However, if you aren’t able to pay for our full fee services, you can apply for a sliding scale rate by contacting our Client Care Coordinator via email at hello@hopeforthejourney.org. 

Our fantastic donors, corporate sponsors, and grant partnerships allow us to provide sliding scale rates for those who otherwise would not be able to afford our services. The number of sliding scale slots available is dependent on fund availability.

To be considered for a sliding scale rate, you will need to: 

1. Apply by emailing hello@hopeforthejourney.org using a subject line: Application Request for Sliding Scale Rate.
2. Complete an application that considers your income, family size, and financial burdens.
3. Get notified if you qualified and for what rate.
4. Re-evaluate your application on a quarterly basis.

Absolutely! Finding a good fit with your counselor leads to good outcomes & we are dedicated to empowering transformational change in our clients’ lives. Our Client Care Coordinator is more than happy to assist you. Simply email hello@hopeforthejourney.org or text/call 512-400-4790 x.101. 

If you have a question related to billing, you can text your therapist at their number or you can email them. The email structure is firstname@hopeforthejourney.org or you can email the office at hello@hopeforthejourney.org.

Most telehealth sessions take place in your therapist’s virtual office:

• https://hopeforthejourney.org/online-sessions
• Scroll down until you see your therapist’s photo/name.
• Click the button to request being let into the session.

Some clinicians will use a separate service for EMDR sessions. If this is the case, you will need to contact your therapist directly.

To contact your clinician directly:

• Call 512-400-4790 and use the directory
• Use the therapist’s direct line provided in your initial scheduling email.
• Email the therapist (firstname@hopeforthejourney.org)

You can either use the online scheduler or contact the therapist directly to cancel or reschedule. 

Online Scheduler: 

• https://hopeforthejourney.janeapp.com

Contact Your Therapist:

• Call 512-400-4790 and use the directory
• Use the therapist’s direct line provided in your initial scheduling email.
• Email the therapist (firstname@hopeforthejourney.org)

Please note: all cancellations or requests to reschedule regular sessions require 24 hour notice or are subject to the full session fee. If you are able to reschedule within the same week, the late cancellation fee will be waived. This is subject to your counselor’s availability.

Due to the need to block off significant amount of time, EMDR Intensives require 2 week notice to cancel or reschedule without being subject to the session fee. If you are able to reschedule within the same month, the fee will be waived. This is subject to your counselor’s availability.

Care Credit is basically an interest-free credit card that can be used for medical, mental health, dental, and veterinarian bills. If you pay the original amount off within 12 calendar months, you will pay no interest. 

Care Credit is an excellent option for those wanting to do EMDR Intensives and break up the amount into payments. If you are looking for short-term care, it might also be a good option for you. However, if you are needing weekly or biweekly sessions for an extended period, we recommend applying for a sliding scale slot instead if finances are an issue. This is because if you are not able to pay the entire amount off within 12 months, the interest rate for Care Credit is quite high. Of course, all financial decisions are left to our clients.