At Upper Valley Behavioral Health, we value our clients and their loved ones. We have designed our policies to provide safe and holistic care. Please take the time to review our policies so that we may serve your needs in a more effective manner.

Appointment Policy

Clients that have not been seen by our clinic for greater than 12 months will be required to perform another psychiatric evaluation.

Please do not ask to have your other children seen during a sibling’s appointment. If you have additional concerns about another child, please schedule that child their own appointment.

To be certain that we schedule your appointment correctly, we will be asking questions about the nature of the problem or illness.

Children & Adolescent Policy

Clients 17 and under must be accompanied by an adult at all times.

Under New Mexico law, adolescents who are 14-17 years of age have special statutory rights that entitle them to confidential communications with their healthcare providers. This means that they can discuss things with their providers they do not wish to tell their parents or other adults, and the provider is required to keep those things confidential. The only exception to this right of confidentiality is when the healthcare provider determines that the adolescent is in danger of hurting himself or herself, hurting other people, or being hurt by someone else.

Disability Policy

We do not assist our clients with obtaining extended leave of absences due to mental health conditions. Clients will be encouraged to attend a partial hospitalization program in order to utilize these employment benefits.

Our clinic does not assist clients with federal disability benefits. This process may be started online at https://www.ssa.gov/. Your case will be evaluated by an independent healthcare provider contracted by the Social Security Administration. We are more than happy to release your records to the SSA if you wish.

Our clinic does not assist veterans in the VA disability process. Veterans may apply for VA disability online through the VA eBenefits system. Veterans may also seek assistance through the VA clinics. The Department of Veterans Affairs will conduct disability examinations. They may also have the Veteran see a contracted healthcare professional that will review their disability claim.

Divorced or Separated Parents Policy

We will only deny one parent’s access to medical records or office visits if there is a confirmed, documented court order. We must have a copy of this court order on file in the child’s medical records. It is the responsibility of the parent to provide us with the court order.

If there is not a court order on file with our clinic, either parent or legal guardian can bring the child into the clinic, or sign the “Consent to Treat” form that authorizes other individuals to bring the child to the clinic, be present during the visit, and consent to any treatment during the visit. We will not be involved in any disputes regarding which individuals attend the visit unless instructed by the court. Either parent or legal guardian can schedule an appointment for their child, be present for the visit, and/or obtain a copy of the visit summary.

It is both parents’ responsibility to communicate with one another about the patient’s care, clinic visit dates and any other pertinent information relevant to the patient. It is not the responsibility of Upper Valley Behavioral Health LLC to communicate visit information to each custodial parent separately. Our providers will not call the non-attending parent following visits.

Emergency Policy

If you have an emergency after hours, please call 911 or proceed to the nearest emergency department. Routine questions about mild symptoms, prescription refills, and appointments should be conducted during normal business hours.

Insurance Policy

Clients must present a current copy of their insurance card at every visit.

Most managed care insurance plans require referrals from your primary care provider before you can be seen by a participating specialist. We require at least 72 business hours for processing referrals and are not allowed to back date any referral request.

For insurances with which we do not have a contractual relationship with, you will be responsible for your entire bill at the time of service. We will provide a copy of your bill, at each visit, so you will be able to file your claim with your insurance company.

Medical Records Policy

Medical records will not be released under any circumstances, unless mandated by law, without a signed release of information on file.

Non-Discrimination Policy

In accordance with all applicable State and Federal Laws, Upper Valley Behavioral Health LLC does not discriminate against patients on the basis of race, color, national origin, sex, disability or sexual orientation.

No-Show & Missed Appointment Policy

A “no-show” is an appointment for which you do not show up. It also includes when you change or cancel an appointment less than 48 business hours before your scheduled time.

WE DO NOT OFFER GRACE PERIODS. We recommend you arrive 10-15 minutes before your scheduled appointment time. If you arrive after your scheduled appointment time, you will be required to pay the no-show fee and you will be rescheduled for a different time/date.

There is a $50 charge for each no-show or change less than 48 business hours before your scheduled time.

The fee is charged to the patient, not the insurance company, and is due before scheduling another appointment.

Clients who no-show more than 2 times may be asked to leave the practice. Families who perform a no-show for a double-visit will not be allowed to schedule double-visit appointments again.

As a courtesy, when time allows, we make reminder calls for appointments. If you do not receive a reminder call or message, the above policy will remain in effect.

Payment Policy

When you seek our services and have insurance, you will be responsible for your co-payment at the time of service. We then bill your insurance for the services rendered, and if there are any charges not covered by your insurance, these become your responsibility. You will receive a statement for those charges. Any account which is not paid in full within 30 days of the invoice date must be paid in full before any further services can be rendered. We apologize for any inconvenience it might cause to our clients.

Prescription Policy

No prescription refills will be authorized over the phone. Patients requiring medication refills are required to schedule an appointment and see their healthcare professional.

Our clinic does not offer written prescriptions.. All prescriptions will be securely transmitted electronically or by mail.

By law, ADHD/ADD stimulant medications cannot be refilled. Our practice does not future-date prescriptions.

Respectful Behavior Policy

Our policy is to treat everyone who enters/calls our clinic with the kindness and respect that we would like to receive ourselves. We understand that sometimes upsetting situations occur. However, we have a zero tolerance policy for patients/parents/guardians who use curse words, threatening, and/or vulgar language with our staff. If this occurs, you will be discharged from our clinic.

Talk Therapy Policy

Our healthcare professionals engage in brief supportive psychotherapy.

We do not have therapists or counselors.

Clients that feel they need more intensive therapy services should seek services with a licensed therapist.

Urine Drug Screening Policy

New patients are required to perform a urine drug screening.

Patients that are prescribed controlled substances are required to perform a urine drug screen before receiving refills.

Visitor Policy

Adult Patients

No visitors allowed during visit

Patients 17 & Under

Two parents/guardians allowed during visit
No other minor children allowed during visit
Minor children must be supervised at all times in waiting area

No exceptions will be made.