Client Related Procedures

SimplePractice (SP)

• SimplePractice (SP) is the EHR used for client records, scheduling, and documentation

  • Log-In Here

• Appointments get scheduled on the SP calendar for a client, appointments should include the following:

  • Date of session

  • Time of session

  • Duration of session

  • Clinician who will be seeing the client

  • Location of session (suite # or video office)

  • Type of service (e.g., psychotherapy, 60 min; psychotherapy initial eval)

  • Appointments can be put on a recurring rotation when appropriate 

    • Make sure the initial eval service isn't a recurring service if setting someone up for the first time

Phone Consultations

• We offer 15-minute free phone consultations for people who are interested in getting more information about therapy

• Potential clients can request a 15-minute phone consultation via the "schedule a consultation" button on the website (www.onestepatatimetherapy.org) or the direct link is https://onestepatatimetherapy.clientsecure.me/

• If the counselor has availability created in their schedule for phone consultations, then one will be able to be scheduled and it will show up as a requested appointment on the counselor's calendar. The appointment request can be accepted or declined and an email is sent to the requestor to let them know.

• If the counselor does not have any availability via the link, it is recommended the individual reach out to the counselor via the counselor's email to schedule that way

• There is a Phone Consultation "progress note" in SP that is the information we need to gather for a referral and/or put someone on the waitlist

• Add "Availability" time into SP so that you are available for phone consultations and will show up on the website as an option to schedule a consultation

  • It is recommended that you enter specific 15-minute time slots that are only available for phone consultations to be scheduled

  • How To:

    1. On the Calendar screen, click the gear symbol ⚙️ on the top right of the calendar and then "Availability Schedule" 

    2. A blank calendar will be displayed

    3. Choose a time block for the consultation availability

    4. A screen will slide over from the right of the screen

    5. Title the time block as something that makes sense to you (e.g., Phone Consultation Availability)

    6. Enter the timeframe you'll be available and if it repeats, set the recurring option

    7. For "Location," check off in-person, and in the drop-down select "phone call"

       • do not check off "telehealth"

    8. Ignore the "Optum" stuff

    9. At the very bottom: the only service that should be available is CONSULT Free Phone Consultation 

Counseling Inquiries

• An email can be sent to those who have reached out requesting counseling, this email can be the process for: 

  • Being scheduled for an initial eval

  • Being added to the waitlist

Waitlist

• SP has a waitlist built into the system

• To add someone to the waitlist:

  • Client the (+) at the top of the screen, next to "messages"

  • Select "create client"

  • A box pops up to collect general information

  • Check off "Add to waitlist"

  • Complete the rest of the information that the form asks for

• If someone has asked about counseling and there is a waitlist, one of two things can happen:

  • the clinician they'd prefer can schedule a 15-minute phone consultation with them to gather some information

  • they can be set up in SP as a waitlisted client and sent the "counseling inquiry" form via SP

• If someone is being added to the waitlist, it's best practice to provide additional options for other providers that may have openings

Initials/Intakes

Send the initial intake paperwork which is already pre-selected when a client hasn't previously been provided those forms. 

• • Clinicians: personal discretion on intake questionnaires and diagnostic questionnaires

The following must be completed before the session:

• • Consent for Telehealth Consultation

  • Credit Card Authorization

  • Notice of Privacy Practices

  • Informed Consent for Psychotherapy

  • Practice Policies

  • Credit Card Information

  • Demographics - legal name & assigned gender at birth or the gender associated with their insurance is required as the sex of the client, the following is sent in their welcome email:

    • One Step At A Time Therapy recognizes that there are many genders/sexes, however, many insurance companies and legal entities, unfortunately, do not. Please be aware that the name and sex listed on your insurance must be used on insurance-related documents. If your name and pronouns are different from these, please let us know.

Not required and at the discretion of the clinician:

• • Scored measures:

    • AUDIT

    • GAD-7

    • PHQ-9

  • Standard Intake Questionnaire

  • Primary Care PTSD Screen (PC-PTSD-5)

  • Release of Information for the insurance company (not required but encouraged)

  • Any additional releases

General informational PDFs sent to each new client (do not require signatures):

• • Complete Guide to the SimplePractice Client Portal

  • How to Pay Your Bills in the SimplePractice Portal

  • How to Use SimplePractice Secure Messaging

  • Office Closure Policies

  • Getting Started with SimplePractice Telehealth

Progress Notes

• Progress notes are due after each session

• The progress note that is used is up to the clinician unless the client is CCBH/Medicaid* (see CCBH/Medicaid page)

Session Reminders

• Session reminders go out to each client 36 hours before their session start time

• Telehealth links get sent out 10-15 minutes before the session start time

Scheduling Appointments

On the calendar page:

• Option 1:

  • Click the (+) at the top of the screen, next to "messages"

  • Select "schedule appointment"

  • Enter the information within the popup box

• Option 2:

  • Click the time on your calendar

  • Enter the information within the popup box

• Option 3 (only available if no upcoming appointments are scheduled):

  • Go into the client chart

  • On the right column, scroll to "Upcoming appointments"

  • Click "Schedule appointment"

  • Enter the information into the popup box 

No Shows & Late Cancellations

• We have a 24-hour cancellation policy, there are fees for late cancellations and no-shows; this information is outlined in the intake paperwork each client signs

• It's encouraged to go over this policy during your initial intake appointment

• Late cancellations are $60

• No-shows are $75

• It is up to the clinician to decide if/when the late cancellation/no-show fee is waived

• Use your discretion for illnesses or emergencies and if the fee is charged

• NOTE: If the fee is waived, it doesn't get paid out to the clinician, the fee being charged is how we can pay ourselves for late cancels/no-shows

• The standard procedure is to wait 15 minutes and if the client doesn't show up or call, it is considered a no-show (*this procedure is up to the clinician's discretion)

  • It is encouraged for the clinician to contact the client around the 7-minute mark to see if they're on their way

  • It is up to the clinician if seeing them after the 15-minute mark

  • NOTE: If choosing to see a client after the 15-minute mark has passed, the session will need to be changed to reflect the change in session duration (i.e., a 45 or 30 minute session)